- Report: #1045598
Complaint Review: HOME DEPOT - Internet
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Author Not Confirmed
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HOME DEPOT
Internet, United States of America
Phone:
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www.homedepot.com
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HOME DEPOT Online, In-Store, Corporate FALSE ADVERTISING OF PRODUCTS, Internet
During Remodel went to Bellevue Home Depot. Looking for Jacuzzi or Whirlpool upgrade for Master Bathroom. Store Rep showed me different models via instore computer online site. Was shown Kohler Sojourn Bubble Massage Tub - told it was the latest and ultimate model available for Whirlpool Tubs. Online Spec stated 'Model: Walk in Whirlpool/Bubble Massage' with Light Up LED Control Pad and Integral Heater to maintain water temperature comfort.' Purchased tub online 10/2010, had to wait for Home Depot Countertop/tub surround installation, which due to errors was delayed until 2/2011. Once tub installed, found no Light Up LED Control Pad, and faulty motor.
Electrician replaced motor, but Kohler states this model was never available with Light Up LED Control Pad. When tub finally functional, found water went cold within 15 minutes. Home Depot thought it was faulty motor again. Electrician came out, said no, motor functioning properly, but model not capable of maintaining water temperature. Kohler says Home Depot Spec were in error, that they copied & pasted the specs from the 'Whirlpool Model' and then added Bubble Massage to the specs.
Home Depot admitted mistake, said they would replace tub - but didn't have one that would fit the same area available. So Home Depot decided to keep original tub in place until one became available, so as not to 'inconvenience customer' with 6' x 6' hole in Master Bathroom. Home Depot further stated that when original tub was removed, it would destroy the newly laid Corian surrounding it, and thus that might have to be replaced at my cost!?!? Original Tub was then discontinued as was it's Whirlpool version. Kohler now makes a model that would fit same area, and it is available through Home Depot.
Have been working for 2 months with Home Depot Corporate who said they will get everything in order, then passed over to In-Store, who then passed me over to On-line. On-line says they will set up In-Store Credit so that I can reorder new tub....then suddenly I am told that they never agreed to anything and that now there records show that I was told they Can't replace tub due to amount of time that has lapsed!?!? It appears that they have attempted to Alter and Falsify their records to now reflect something other than what they had told me since the beginning!!!
Electrician replaced motor, but Kohler states this model was never available with Light Up LED Control Pad. When tub finally functional, found water went cold within 15 minutes. Home Depot thought it was faulty motor again. Electrician came out, said no, motor functioning properly, but model not capable of maintaining water temperature. Kohler says Home Depot Spec were in error, that they copied & pasted the specs from the 'Whirlpool Model' and then added Bubble Massage to the specs.
Home Depot admitted mistake, said they would replace tub - but didn't have one that would fit the same area available. So Home Depot decided to keep original tub in place until one became available, so as not to 'inconvenience customer' with 6' x 6' hole in Master Bathroom. Home Depot further stated that when original tub was removed, it would destroy the newly laid Corian surrounding it, and thus that might have to be replaced at my cost!?!? Original Tub was then discontinued as was it's Whirlpool version. Kohler now makes a model that would fit same area, and it is available through Home Depot.
Have been working for 2 months with Home Depot Corporate who said they will get everything in order, then passed over to In-Store, who then passed me over to On-line. On-line says they will set up In-Store Credit so that I can reorder new tub....then suddenly I am told that they never agreed to anything and that now there records show that I was told they Can't replace tub due to amount of time that has lapsed!?!? It appears that they have attempted to Alter and Falsify their records to now reflect something other than what they had told me since the beginning!!!
2 Updates & Rebuttals
anelife4us
BELLEVUE,Washington,
Home Depot again ignores me!
#2Author of original report
Tue, July 16, 2013
After almost 3 years of jumping through all of Home Depots hoops, they once again turn around and act as if I no longer exist. Seems this is their normal protocol when they decide they aren't going to hold up to their own promises. I have gone round and round with Corporate, InStore, and Online - each time in the past 3 years being told they were sorry for what is clearly their error, they claim they are going to make it right, get me a InStore Credit so I can order the replacment tub, and then they will setup the exchange/removal/installation...and next thing I know, someone else gets involved and acts like they have no idea what is going on. They ask me to resend all the original information (which I have done probably 3 dozen times in the past 3 years)...next thing I know I get told that the 'return time has expired'...WELL DUH! But it was Home Depot that Falsely Advertised this product, sold it to me with the wrong specifications, then didn't have an available replacement - so instead of my being smart and having Home Depot remove it and going somewhere else, I agreed to let Home Depot keep it here and not leave me with a gaping 5 foot x 5 foot hole in my Master Bathroom, while they looked for a whirlpool tub that fit the same specs (that way it wouldn't cost Home Depot more money to have to remodel the space I had just paid to remodel for the first tub to fit!!!
I guess they just hope that you will go away, crawl under a rock, and be thankful you have a product at all. TRULY SAD THAT HANDICAPPED/DISABLED PEOPLE ARE LIED TO AND THEN TREATED AS IF THEY DON'T COUNT, AND THEIR HARD EARNED MONEY ISN'T WORTH WHAT THEY BELIEVE THEY HAVE PAID FOR!!!
Home Depot Customer Care
Atlanta,Georgia,
Customer Care
#3UPDATE Employee
Wed, May 08, 2013
Hi, Ane.
I know you said you were working with corporate, where I am based, but if you'd like to email the full name/phone/address that was on record here, I'd be happy to look into again to see if there is anything else we can do to resolve this for you. Thank you.
- Nicki, Home Depot Customer Care
Social Media Resolution Expediter
[email protected]
