Davy H.

I wish I had seen these reviews before I trusted Home Depot to be an honorable online retailer. Maybe this information will help others avoid the aggravation and frustration of being stuck with inferior merchandise and being told by Home Depot customer disservice that it was my problem and there was nothing they could do. I asked them to escalate my call to their escalation team and I waited 25 minutes before realizing I had been hung out to dry. The issue was a set of fitted sheets I bought online that disintegrated in the exact center of the bottom sheet after about 4.5 months of use. I had bought the sheets in April 2019 and noticed the sheets rotting away January 2020 but I live part-time at three different locations and that is why there was only about 4.5 months of actual use before they rotted away. As a marketing professor, one thing you teach is that it costs up to 70% more to acquire a new customer than it does to retain an existing customer. In the classroom, you use examples of how not to conduct business and thanks must go out to Home Depot for providing an egregious example of catastrophic unprincipled customer service policy. Unprincipled business managers fear the transparency of online customer service because they don't want their dirty laundry aired in public. Principled managers welcome such transparency because they empower their customer service reps to satisfy customers so their is no dirty laundry, and because they want customers to see that any issues are resolved immediately. That is what trust is about and trust is critical to online merchandising. Finally, anybody that shops Home Depot has seen plummeting employee morale in the brick and mortar locations and this points to the fact that typifies how mismanaged enterprises disenchant customers and employees alike. So, after being hung out to dry on the phone for half an hour, the Home Depot corporate voice directory did not recognize Craig Menear CEO. His email address is not easy to locate but can be found but don't waste your time. He doesn't care about you, as if that is a surprise from how you get treated by his minions. He doesn't care based on a lengthy explanation about the rotted sheets and a request for help that included a phone number to reach me. Crickets. Buyer beware.