Originally Posted By LuLu To top off a really bad day, I come home to this message from Home Depot: You were quoted the wrong price on your garage door order. $1196 is for a plain door, if you want the Art Deco windows the price is $1373.80. Please call and let us know if you want to pay extra for the Art Deco windows, as the store won't take a markdown on this (!) First off, I called 3 times over a week or so before placing my order, and all 3 salespeople quoted $1196 for the door I wanted. I did get quotes on a plain door and plain windows, both of those were under $1000, so the $1196 was NOT the price for a plain door. Further, I placed my order on 3/11 and was billed for it immediately, AND I've already paid it off on my credit card. Now, 2 1/2 weeks later, they want me to pay an extra $178!?! It seems to me that they had an error in their system... I'd bet I'm not the only one who's getting a callback like this! I'm not going to pay the difference OR accept a different door, but I'm wondering if anyone has tips on who to speak to or what to say to get them to give me the door I ordered for the price I paid. I tried to call already and the wait was long, so I thought I'd just wait til tomorrow and see what you all have to suggest! Thanks in advance!
Originally Posted By DVC_dad Is the door installed already? This is THE most important part of the problem. IF it is, according to the Visa and MC rules, you are in the clear.
Originally Posted By DVC_dad Or better yet, if you have a printed quote that shows the door you want at the price you want including installation.... and even if the door isn't installed, you are within your rights to make them install the door on the printed quote, unless ofcourse the quote says something like price subject to change without notice...which it probably does, in which case you are probably screwed. It is this EXACT sort of thing that keeps me at Lowes.
Originally Posted By LuLu Yeah, I wish we had a Lowe's around here. HD is always ticking me off with their unbelievable customer service! I have nothing printed of any kind, unfortunately. If need be, I'll demand an instant refund and report them to whomever I can for bad business practices. Thanks DVC_dad!
Originally Posted By DVC_dad I would try to talk locally to the store general manager first, in person. Then if you see you aren't getting anywhere, make a big deal to ask him his name and write it down in front of him, then ask him for the name and number of the district manager...being sure to say something like this: "Thank you for your help. It's ashamed that your district manager is going to have to deal with a problem at your store that you could not resolve without him getting involved. I mean even if he backs you up on this, the problem wasn't resolved with you. I hope he is more helpful, as I would hate to have to go to his boss as well with a problem you couldn't help me with." You see, it's not really the problem itelf that may get you action, it's the danger of his boss being inconvenienced, much less his bosees boss. This almost always works unless you really have no legitimate claim in the first place.
Originally Posted By Keith I would suggest going down and speaking with the store manager directly, preferably in early morning when there aren't many crowds. Inform him/her of the events that occurred, and include dates if possible. Sympathize with them that there must have been an error in their system, but politely insist that they need to honor the price you were quoted, which is the price you already paid. I'm sure the store manager will do the right thing and will ensure that the root cause of the mixup will be fixed so that future customers won't go through what you have. If that doesn't work (and I will be very surprised if it doesn't), consider putting the additional charge on your credit card and then dispute the additional charge with your credit card issuing bank. They'll suspend the charge temporarily while they investigate. Make sure the investigator gets the COMPLETE facts. I'm confident if it dares to get that far that you'll prevail then.
Originally Posted By Kar2oonMan Whjat did it say on your credit card bill -- was the item decription listed there?
Originally Posted By LuLu The credit card bill lists the store only - like every other purchase I've made there. But I'm afraid my purchase really has nothing to do with the local store. I did everything thru the 800 number. So I don't know that the store mgr could even help me. It's the computer system at the call center that had the problem. I guess following the same train of thought as DVC and Keith, I would speak to a supervisor at the call center (my intention anyway) then back that up with contacting the VP by mail. I did that on my other big blow up with HD, with limited success. This just seems so obviously WRONG: to change a price that's already been paid!
Originally Posted By avromark Isn't there a pricing law there? Do you have anything with the quoted price written down at all? You can try going directly to the district manager. I'd also go and check the price in the store. Sometimes the price between catalogues, in store and online are different. Many companies post this disclaimer. If you can find it advertised somewhere, or a price quote written it should help you.
Originally Posted By LuLu I just found my notes, and a price sheet from the store when I went in to look at the sample. Phone prices quoted: No windows $$728, plain windows $884, designer windows $1196. NONE of those prices appear on the store's price sheet, and $1196 is lower than anything on the store's price sheet except designer windows. So it seems obvious to me that I wasn't quoted a price for the wrong door. The call center just had a totally diffeent set of prices!
Originally Posted By avromark And congrats on the new door, I've got the builders special. The "9 lite" steel insulated door, not painted at the factory and baked in an oven. I've already repainted it
Originally Posted By LuLu Re avro's post, pretty ridiculous isn't it, that I have absolutely nothing written down that I paid for ANYTHING at all!?! Guess I'll never do that again!
Originally Posted By avromark That is the reason I prefer going to the store, I also like to comparison shop between Home Depot, Home Hardware, Rona etc (or whatever you have). I have a feeling the price the call centre may have quoted you is a "Contractor Price", places like Home Depot usually have a contractor desk, so if you have a contractor licence you purchase at a different rate, as well they offer contractor discounts for multiple purchases. For example if I purchase 10 36" series 800 colonist interior doors, I may save 2.50 a door. Computer stores also do this on their OEMs. Good luck.
Originally Posted By EdisYoda I would consider lodging a complaint with your state's Attorny General.
Originally Posted By avromark Which brings another point up, if your house has 36" doors for example and they quoted you for 32" doors. It's also worth noting that not all doors in your house may be the same width. For example my powder room door is an amazing 28" wide, while the rest of my doors are mostly 32". My parents house is pretty much all 36"s. When you purchase a cheaper house (me) you end up with smaller doors, smaller trim, etc
Originally Posted By DVC_dad As I understand Visa and MC rules: The direct merchant, (in this case that is what Home Depot is) isn't allowed to charge you one set price, then get additional money from you on the SAME item. The correct way is to credit back the full amount paid, then charge you the full new price. So if theoretically you did what Keith said, let them charge you the additional amount, install the door, then dispute just that additional amount with your issuing bank, the two banks (yours and Home Depots) will have to go by the exact letter of the chargeback rules, and you would get your difference back. Of course I tell you this only as a hypothetical sitation that is possible. I am not advising you to do anything. There is a gray area in there allowing a charge that you know you are going to dispute, which is somewhere near a thin line of credit card fraud. In the end you are most likely screwed.
Originally Posted By Ursula Since the door isn't installed already, could you not just have them credit the monies back if they refuse to play nice?
Originally Posted By velo I believe the sale is final, period. They now must deliver what they sold you and you have the quoted price (I think?) Once they charge you, that's it - they must deliver. And they did not sell you the plain door. Notifying the BBB, the atty gen'l and the CC company will help out; otherwise, I'd just refuse delivery and get a credit.
Originally Posted By JohnS1 Lulu - I'll bet that if you went to the store and looked all cute and sad and taken advantage of and batted your eyelashes and ... oh, wait a minute - this isn't 1967 is it? (-; Seriously, I can't believe they would deny you the quoted price and make for bad customer relations when the difference in prices is so little, Lulu. I'd push for them to honor the price they quoted, and if they insist on the higher price, tell them you will never shop there again and nobody who has ever been to Disneyland in the last 50 years, or who will go there in the next 50 years, will ever shop there either! Then, drop Doobie's name in the conversation. That oughta scare them!!
