The Home Depot in East Hanover, NJ Closed now

Reviews about The Home Depot

• ★ ☆ ☆ ☆ ☆

  April 02, 2020, by George J
  Special Order Buyers Beware I recently purchased Timbertech composite deck boards, railings (42 inches high) and fascia boards for a 16x20 deck at a cost of nearly $7,000 through Home Depot’s Prodesk,. As the materials were not a stock item, it was placed as a special order. Upon completing the deck and installing the first of 7 railing sections, the height of the railing was 39 inches, not 42. I called the Timbertech support line to ask what I did wrong and was told the railing system I purchased was not the correct system for the deck. I informed the Prodesk associate of this and he realized after looking into it that he had made a mistake on the order. As this was a special order, he told me I would need to speak to the store manager about returning it, also noting there might be a restocking fee. I explained the situation to the store manager (Chris) and was rather taken aback by his response. He said they could return the 6 unopened railing sections (I guess I eat the opened box cost and pay for another replacement) but would need to pay the restocking fee. I asked him why I would be responsible for a restocking fee when it was their Prodesk that specified the wrong railings for the deck? Chris said since I had paid for the order, I then assumed responsibility for the order being correct and therefore I was at fault. I asked Chris if that makes sense to him. He said it was store policy. So much for relying upon the experts at the Prodesk and Home Depot’s corporate statement of “providing the best products and customer service”. They made a mistake and the customer is on the hook for it.