Hi Tim

The following is a mail I sent today to the public relation office of Home Depot. I think you can get the point from it, I'm at your disposal for any other detail.

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Dear Sirs

I live pretty close to one of your shops, so I can tell you that I have been a constant client in the past few years. I (used to) have a credit card from your company that I used only seldomly because normally I pay using my other normal cards.

I happen to make frequent business trips to Europe, around three times a year for at least a month at a time. When I’m abroad I have someone to take care of my mail, and I do all my payments on-line. Even if I’m in this Country since relatively few years I do have a pretty good credit score, because I always pay my bills.

I have been abroad all of the last October till beginning of November, and when I arrived back I found out that the person who takes care of my bills did actually overlook one paper bill from your credit card. This was November 11th, and I immediately went online to pay it using my Wells Fargo “on-line pay” service. The following day I received an automated phone call from your company asking for the payment, to which I answered that I had sent the payment the previous day.

I thought that it would have been it, and that I would have to pay same late fee. Even if the amount was really small (less than 80$) I figured that I would have to find a better way to handle your account. Part of the problem is that even if I registered for checking my account on-line with the email xx@xxx.com, it’s actually not recognizing me so I have to rely only on paper bill.

With my big surprise I have now found out that you have informed the credit rating companies about my "late payment", which is going to make a disproportioned effect on my credit score.

I do not think this is fair at all, as I said I did send the payment (in full for the amount I knew) one day before you called me so you can see that it was only a clerical error. And once again I think you should be able to understand and make a distinction between someone that “does not pay” and someone that simply missed a piece of paper. This, I think, for your own best interest.

I have called your credit service, and even if I had a supervisor on line the answer has only been “you missed the payment and we inform the credit companies”. Well, this is not what I think it happened (I did send the payment before your notice) and I do not understand the attitude of your company.

Therefore I have provided to pay out the entire pending amount I found calling your 800 number (which were only the late fees), and I ask you to cancel my account. I have sent to your credit service my voided credit card, which I won’t use any more because I think that I won’t have many occasions to visit your shops any longer.

I look forward for your comments on the matter.

Best regards

I AM VETERAN AND I HAVE BEEN RECEIVING A 10% DISCOUNT FROM HOME DEPOT STORE IN DANBURY ,CT. ON 1/31/08, I WAS INFORMED THAT THEY STOPPED THIS POLICY WHEN I ASKED FOR IT ON MY PURCHASE. LOWE'S STILL GIVES VETERAN DISCOUNT WHY DON'T YOU. AFTER ALL IF YOU ENJOY YOUR FREEDOM AND YOUR RIGHT TO FREE ENTERPRIZE "YOU CAN THANK A VETERAN"

THOMAS A PETERS SR.
BETHEL,CT.

I was just curious as to why it is only Home Depot stories you're after? Lowe's also does home installations going through contractors and I have read some horror stories regarding them as well. I'm sure there are many companies that make promises and for whatever reason don't deliver and end up giving sub-par customer service.

You have written above "These stories are not intended to harm Home Depot. The purpose of this section of my website is to help people who need a voice and to praise a company when it is deserved.

It is my hope that over time this section of AsktheBuilder.com helps to maintain, and raise if possible, the level of quality in workmanship all across the United States of America."

If your intent isn't to harm Home Depot, wouldn't you offer to the consumer the stories (good and bad) of other stores? Also, if you want to raise the level of quality in workmanship across the U.S. of A., again why focus solely on Home Depot? It makes me curious as to if you have gotten more emails describing good customer service and chose not to post them here because you have a personal grudge against this one company. It just doesn't come across as unbiased.

Julie,

Tim does have a column about Lowe's. It is http://www.askthebuilder.com/EM0032_Lowes_Home_Improvement.shtml

Here's one for you. I picked out flooring based on a 7 - 10 day install window after measurements taken. Two months earlier I had measurements taken for the same project, but they couldn't find them.

About 10 days after signing the agreement, and 5 days after the measurement, I received a call saying the flooring I chose would not be available for 4 to 6 WEEKS. I said to cancel my order, as I was rushing to get the flooring installed and place the townhome for rent. The person said she would cancel it.

Over a month later I received a statement from CitiBank for the flooring. I was confused, so I called Citi first. They said to call store. Store was no help.

I called their corporate offices in Atl. The department I reached was helpful and contacted the store. The store said they tried to cancel the charge but couldn't reach me to get MY approval to credit my Citi/Home Depot Card account. So the store said they would request and send a check so I could pay my Citi bill.

NO CHECK ARRIVED.

I kept in contact with corporate and they supposedly bantered back and forth with the store for a few weeks. According to corporate, the store requested ANOTHER check and mailed it.

NO CHECK ARRIVED.

Next, corporate said they would take care of it and faxed me a waiver to sign that would excuse Home Depot of any liability and would facilitate another check. AT THIS POINT, I am a LITTLE UNEASY signing over my rights. I would like corporate to sign the waiver/reimbursement agreement, so I can have a copy, before I sign.

As of now, I'm a little tired of it all. I just called CitiBank and contested the charge. The charge will now be reviewed a "judgement" passed in under 60 days.

Bottom line: don't trust Home Depot. 'nuff said

I agree with Julie...it seems that HD is being singled out here. I did read the Lowes section is much more "glowing".

Anyway, I am not here to sway anyone. I have moved around quite a bit and have had favorites of multiple big box stores. HD was my favorite the last place I lived and now the one I live by is just horrendous so I end up going to Menards for most of my stuff.

I think the biggest key is the floor staff. Someone’s opinion is probably along the lines of 50% floor staff, 30% layout and selection, 10% manager and 10% corporate involvement (sometimes lack of involvement is preferred).

Really when we look at it, these stores are all big box commodity hardware stores. If you need a quick fix these stores are usually your only option with such a large selection...frankly the days of Handy Andy and the small hardware stores are gone for most of us.

Sometimes the best solution if you know exactly what you want is a local manufacturer's sales rep and/or supplier. You will just have to wait a little longer in most cases for your delivery.

So many people have their own opinions about Lowe's or Home Depot. I am a retired building contractor and currently do odd handyman jobs as hobby and extra cash. But I have to say I do all of my shopping at Lowe's myself. I have a Lowe's and Home Depot across the street from each other. But in comparing prices and quality Home Depot was the highest priced and had a staff that knew very little about products and materials they sold, in stock and special order items. Lowe's has always beat Home Depots prices. When it comes to the contractors that Lowe's and Home Depot uses in their installs, I will say you need to ask for references and do a business background check. In today's economy everyone is looking for the lowest price, so why shouldn't Lowe's and Home Depot do the same? You get what you pay for.... cheap contractors come with a heavy price later on down the road. Contractors are known for bait and switch on materials... Untreated woods in place of treated, smaller sizes in place of larger needed sizes for proper strength and support. For one example I have seen Customers who wanted Nickle Plated Fixtures in their Baths get CHROME PLATED because the contractor switched it thinking the customer wouldn't notice the difference. Nickle last longer, looks better and doesn't scratch as easily as CHROME PLATED. So Nickle does cost more. To someone who doesn't know the difference they would never know that they paid for higher priced Nickle and ended up with Chrome until later on down the road when it starts to wear down and lose it's shine and luster. There are plenty of other examples I could list of contractors substituting materials and even products. But then this note would never end until sometime next week. There are honest contractors out there, you just have to look for them and do your homework. Lowe's and Home Depot use who they can for as long as they can before having to drop them due to recalls and complaints. The big picture is always you get what you pay for. If the price seems to good to believe then maybe isn't and will somehow cost you more before the job is over with. Always get 3 quotes and go with the best one. Never relay on Lowe's or Home Depot saying they guarantee the lowest price on contractor services. Sometimes it is cheaper for you to contract your own contractor, cutting out the middle man with extra charges.

I'm the one who posted about the problem with the credit card. I have to say that after my letter I received a letter back from Home Depot, where they actually agreed with me. So they went ahead and "deleted" the negative report on my credit straight away.

I would say that their reaction has bought me back, even if I'm not using their credit card any more. I would hope that they will instruct their customer relation agents to be a little better in understanding the situations...

I always shop at Lowes. In my area the staff is much more willing to help, and know a lot more about the product they sell. Home Depot also seems to have a higher price on everything of about a dollar. As for the contractors, I find that it is very rewarding to do my projects myself. If you do not know how, go to youtube or askthebuilder. You'll feel good about it. You'll have a sense of pride for your project.

Hello everyone -

I'd just like to start this by saying that everyone makes mistakes. In the past, I have maybe been a little heavy handed by singling out one store. To be fair, even if you bat .400, you still get more outs than hits. I decided maybe it was time to make little visit to Home Depot to see how they were doing.

I know what you're thinking: 'Tim, aren't you the one who called for a holy war against the big orange box store? Didn't you get sent away to jail for 2 years for publicly defecating on 4 successive days at the entrance to a franchise that refused to refund your money for a an inflatable Elmo-themed holiday yard ornament which you said did not properly capture the spirit of the holidays?' Well, true and true. However, after the generosity I saw from the parole board I realized everyone should get a second chance.

With an open heart, a clear mind, and an expired restraining order, I visited my local Home Depot. Readers, I have to say that it's a brave new world. Never have I not seen more devotion to craft, more concern for the customer, and a finer selection of all manner of tools, supplies and anything else. I have to say I walked away stunned.

I pointed all this out to the manager of the local store. We chatted for quite a while. Given my history, news of this visit spread up the chain and - long story short - you'll be seeing a familiar mustachioed face on your TV soon in the ads for Home Depot. I'd like to encourage everyone to give them another try. Nobody's perfect. Come on - what are you going to do? Actually drive to a long-established local hardware store? I doubt it. Give them another try - there's a decent chance they'll get it right this time.