Originally Posted By LuLu LOL John! Thanks everyone, I'll let you know what happens tomorrow. I do find it hard to believe they wouldn't honor a price I've *already paid;* then again it is Home Depot!!!
Originally Posted By JohnS1 There is only one place worse than HD - it's called Barn Depot. That place really smells!
Originally Posted By pacomama LuLu, my husband works at Home Depot and he said to make sure that you're dealing directly with the manager of the store. Often times, when you call, you're put through to a department head who does not have the power to change the prices. And on behalf of the "little people" that work at Home Depot, he hopes you will accept his apology that you got such crummy customer service.
Originally Posted By PlainoLJoe This situation doesnt surprise me. I work with home depot orders from bathroom cabinets all day. The stores regularly (1 of 10) make a mistake on the purchase order and we have to call them back on it. Usually the mistake is not in the customers favor and the customer has to pay more. Our policy is have the HD pay and if they charge you its between you and them as you are their customer. Its a bad situation and one we are trying to rectify with them but in no way does this surprise me. Sorry this happened to you Lulu. If the garage doors came from an outside vendor and its something you had to order, call the vendors CS line and ask them what was on the PO that was sent over. Than ask them for the retail price that they have set (if they set pricing HD cannot up the price, they can lower the price, but not raise it)
Originally Posted By LuLu Interesting Joe! Well, I called the 800# and they connected me with an "expeditor" at my local store. He explained my order was showing a "balance due" and I said I understand HD's stance, but I have a sales contract that is PAID and I believe it may be *illegal* for them to come back and change the price. (I guess they don't have to know that I have nothing in writing, they're not disputing what was ordered anyway). He said he'll check with the vendor and get back to me. My position is that it's too bad HD has to "eat" the difference, but I want them to honor the price I paid! We'll see what happens... (Thanks Mr Paco - and for the most part I do like the "little people" at HD!)
Originally Posted By LuLu Oh, and I just wouldn't feel right about OK'ing an additional charge and then disputing it, tho I see what Keith's getting at...
Originally Posted By DlandDug I am not in the least surprised that any merchant would be so aggressive about an amount so small. I recently played "good cop/bad cop" with a friend who was buying a new car. The dealer, quite predictably, suddenly "remembered" a $250 charge for car mats AFTER everything had been agreed to. It took about twenty minutes of back-and-forth, as well as a "no thanks" walk out of the dealership before they decided to "waive" the cost. Lulu, if at all possible, get something, anything, in writing that indicates that you paid for this item. The notes you mentioned before are, I assume, ones you took. If anything, call the same 800 number, get someone to give you the same numbers, than ask for an email or FAX with those figures quoted. Meanwhile, you are quite right to not let HD know you have nothing in writing at this time. If anything, foster the impression that you have proof that you paid, and are prepared to use it.
Originally Posted By TomSawyer Don't be afraid to use small claims court to settle the issue. You can tell the manager that you think that this is something that an impartial third party should help you to resolve, since you both seem to be at an impasse and you aren't getting anywhere. Someone like a judge can look at it from outside to see who is in the right and who is wrong. You know, to be fair.
Originally Posted By Ursula I was thinking of you last night, Lulu. You know, when you are cooking dinner and your mind wanders... Anyway, I just got all steamed and mad at HD FOR you! How dare they think that after you've paid for something, that they THINK they can call a customer and tell them they have to pay more for something they've already paid for! It's like buying steak at Albertson's and then Albertson's calls to say that you have a balance due on your groceries. It's insane. But say, can you call the expeditor back and have them fax you a copy of this balance due? Would that help to have some sort of paperwork that clearly doesn't match what you paid by credit card? It would have a date on it that would be PAST when your credit card was billed. This would show proof that they jacked the price on you after you paid.
Originally Posted By LuLu Aw, thanks for thinking of me! I haven't heard back, and I haven't really felt like pursuing it, so I'm just waiting. I don't think I can get a quote in writing at this point, since I assume they've discovered their price lists aren't in sync and have changed the ones at the call center. I doubt I have anything to take to small claims court either, tho I guess I could threaten that anyway, if need be. But so far both people at HD that I've spoken to haven't given me any impression that they think I'm being unreasonable for expecting to get what I paid for, for the price I paid! Ursula, I may try your idea tho!
Originally Posted By avromark Good luck hopefully you'll find the garage door installed on your house, no extra charge. You know what would be nice, they include an apology letter for your troubles and appreciate you as a customer. Not that they ever would, and if they did it would be a nice form letter, probably from the wrong database and probably addressing you as Mr. LuLu or Occupant. (I believe your still a lady right?) Now time for my gripe: (My door is a Clopay builder special, I had to add the insulation kit myself from Rona heh, damn car and a half garage, I can't get my car beside my skidoo)
Originally Posted By LuLu Update - I called my local HD to talk to the "expiditor" the 800# gave my call to last week. He's very surprised I haven't been contacted. Said the 800# people promised to call me right back last week and take care of me. In what way, I ask? He doesn't know but checks with them and calls me back shortly. They are passing the buck and insisting the price they gave me was for a plain door. Of course, "Mike" can see that this couldn't be. Bottom line, Mike knows I shouldn't pay the difference, but the call center wants the local store to get stuck with it. Mike has promised this will get resolved today. It sounds good so far!
Originally Posted By LuLu We have liftoff... I have an appointment to have my door installed! Sadly, I won't be able to see it for a few weeks, since I'll be out of town, oh well! I'm really impressed that HD handled this so well. Many thanks to all who posted, especially anyone who indicated adjusting the price after I've paid was illegal (especially velo, I think). I don't know why I happened to mention that to HD, I hadn't planned to, but I think it really gave them pause. Thanks again, everyone!
Originally Posted By avromark So i'm assuming they are keeping their original deal with the windows? Good for you! It's too bad it took time out of your life to deal with though.
