Complaint / review text:
We placed an order for a toilet on Homedepot.com on 9/3/15. The product was shipped to a store and arrived sooner than expected (on 9/8/15) but was damaged. The store called to let me know and I was transferred a few times, put on hold, and ultimately was told to call homedepot.com. I was told they would reorder the item and they would give me a 10% discount (which showed up fairly quickly on my credit card statement).
On 9/14/15 I received an email that I needed to contact homedepot.com to give them more information on the reorder. When I called in, I was told they could not order a new toilet that way and that a new order was never placed and that the item was now out of stock online (but in their warehouse). I was told the item would be restocked online in 24 hours and that a new order would be placed. I got another email on 9/16/15 with my original order so I called in to double check. Good thing I did, because it was not an actual order and the item was still out of stock online. I was told it would take up to 72 hours to show up on their website and I would be notified immediately so I could place another order and that they would cancel the original order.
Today is 9/22/15 and there is no credit on my credit card yet for the cancelled order, it has been more than 72 hours, and the toilet is still not back in stock. Overall, I have called Home Depot at least 7 times, been on the phone for at least 2 hours total, spoken with many incompetent employees, have no toilet, no refund, and don't know if I will receive a toilet before our bathroom remodel is scheduled to finish. We will be placing our order through another site as I will no longer be shopping at Home Depot. Really disappointed with their level of service and the inconsistent answers I received when calling in.