Jim E.

On 4/1/2021 I made an online order, WM******* for a shower door, the screen showed 1 in stock for in-store pick-up. The order was placed mid-day. At around 8:30pm I received a call from a store associate telling me the order was canceled and because I had used 2 Pro Rewards, (gift cards), I had to come into the store with picture ID to continue processing the refund, it turns out that meant any part of the refund, credit card or gift cards. I am in Idaho, the store is in Shorewood, Illinois. So much for "gift cards". Purchases and refunds show up on my credit card 24 hours later, all of them, every day, no exceptions. First they show up as "pending", and some time later they become transactions. On 4/3/2021 there is nothing appearing as a refund, pending or otherwise from Home Depot. I made a trip to the closest HD store to me to see if I could get the refund processed. I am told they can not help me since it has to do with another store, it was online, etc., their hands are tied. The man at the Pro desk also told me that if I wanted to place something on "will call" I would have to come into the store to do it. What? This subject came up because that is what I thought I was doing with my purchase on 4/1/2021 at the Shorewood IL store. So much for "will call" service. I will skip the numerous calls to customer service from 4/3 - 4/8. On the 8th I was eventually transferred to the Shorewood store to a manager. She finally agreed to mail a gift card, although it was against policy and that she would not be responsible for it after it was mailed. Shortly after that conversation I checked my Pro account online at Home Depot, sure enough a credit transaction appeared. The transaction dates shown are, "Ordered 4/8/2021, canceled 4/1/2021. Yes those are the dates showing on the this cancelation transaction. It is now the 10th and I still haven't seen a penny. I understand the delay in regards to the mailed card. I don't understand why it hasn't appeared as a pending transaction on my credit card. Home Depot employees have regurgitated, ad nauseum, store and company policy. I have asked what they thought about a different conversation happening from the store associate at 8:30pm. I proposed the associate offering me some alternate solutions, do you want me to order the shower door into the store for another pick-up date, or would you like to pick it up at another local store? No, it went like this, I canceled your order and you now have to appear in person with picture ID to continue processing your refund. Yes we made the mistake, now the burden is on you to help us finish getting any of your money refunded. Thank you very much Home Depot. Keep your "gift cards" and thank you for training your employees so well in reciting policy, and not listening to the customer.