The Home Depot — Local services in Brownsville

Store engages in fraud and does not follow own procedures on processing refunds. Purchased an item, unused, and my father tried to return it the following day. Store refuses to follow its own store policy on refund and is only refunding a smaller amount than what was paid. Contacted this store directly immediately afterwards, and after several hang-ups, disconnects, and going around in circles, spoke with the store manager, Mike. It took two store interactions, calling back to the store multiple times and finally getting in touch with the manager and sending emails of receipts to the blame being put on the "original receipt". While we went to the store with the original receipt, the receipt had a white line that was as a result of a damaged store printer. While the amount of money that was lost in the refund was not substantial (about 3 percent of the purchase price), it does beg the question how often the store gets away with doing this. This is fraud and deception on the store's part, and the reason that the store gave my father was not consistent with the reason the manager gave (the refund staff said that their policy was to refund based on the lowest amount the item has sold, even though he provided the receipt). I would highly recommend corporate do an audit of the store and its procedures, as well as strongly advise anyone conducting refunds at this store to check their receipts and ensure the store follows through with full refunds. It should not take numerous interactions to try and get a full refund when all procedures...

Request it assistance with credit services previously requested at front desk and no help was obtained. The situation was explain as prior guidance was received by a front desk representative and the prior situation in which assistance was successfully obtained. Associate contacted manager who stated he was unable to help but recommend to call credit services as they could assist. Credit services were contacted while at the store and I requested for the credit services representative to advice front desk associate, however, a different associate help me. When the prior associate arrived, she let her coworker know that manager said no, although, she was not aware of the information credit services provided. I was able to speak to store manager and explain the situation and the information credit services provided me with. I also let him know that it wasn't the first time I requested this assistance, however, he made no efforts to see if he had misinformation. After that I was able to obtain help at a different location where the manager was able to help through the request.

Aside from this the other issues that have been faced is the lack of assistance on the floor as there's very few associates from...

I am a contractor and currently almost exclusively use Home Depot for my business purchases. Recently the Brownsville store has been refusing to give me cash back when doing a return with a Debit Card unless a manager provides an override. The system already shows Cash as an option so I don’t think that this is a Home Depot wide policy. This has been a recent problem and no manager has been able to tell me when exactly when this policy was effective. Since shopping at this store in 2019 I have always gotten cash when returning Debit card purchases. I can understand it needing to go back to a Credit Card or Store Credit. Debit card purchases immediately get pulled from my account but it takes 5-7 business days for my bank to reflect the credit. Most of the time I am turning around and buying more materials. I will not use a credit account because I don’t need to. I currently spend roughly $50K a year at Home Depot and have been happy with their staff and material availability. But this is frustrating enough that I may switch my business to Lowe’s or local lumberyards and...