The Home Depot AKA Home Depot Rude, untrained staff who waste valuable time for contractors Store #7132, Missisauga Heartland Canada

 Coast - Agreed on all counts. However my issue is not with their diligent security. but their rude and unknowledgeable staff wasting my time and money with their ignorance and incapability to solve a problem.

“Also it is not considered fraud if he is using the card with our permission.”

There is no way for a merchant to verify the card is being used with the cardholder’s permission. Your employee was unable to provide the required matching signature. As I previously stated, you can obtain additional cards for your employees. As a business owner you should know that a merchant’s first line of defense against credit card fraud is to require a matching signature.

“But they accepted the first payment no problem, so you cannot expect me to believe that they are concernced with security.”

Was the first payment processed using a debit card? You gave the employee the PIN so Home Depot didn’t request ID. Was the second purchase attempted using a credit card? That requires a matching signature. Or maybe Home Depot requires verification for all purchases over a specified amount.

“FYI my employee did have ID and was clearly marked with our branded T-Shirts.”

In what world do you believe a t-shirt should be accepted as a form of identification? It could have been a former employee attempting to use a stolen credit card.

Adding an additional user to the account requires verification that probably cannot be accomplished over the phone. A merchant has the right to decline use of a credit card over the phone because there is no way to verify the cardholder’s identity.

If your employee lost the credit card and someone else used it, you would have disputed the charge in a heartbeat. The merchant (not the credit card issuer) would have eaten the loss because they would not have been able to provide a receipt with a matching signature.

Your expectations are unreasonable. I praise Home Depot for their diligent security policy.

 To all rebuttals: I had a meeting yesterday with the manager at the store which I video taped. I did not depict any faces, nor mention any names, so I am able to post this on YouTube and ripoffreport.com, as soon as I am finished with my corporate meeting tomorrow.

@Ashley - I sympathise that you had to work for this store. I hope you have since moved on, and that it's mention on your resume has not deferred you from getting future positions that you have applied for. We used to deal with the pro desk in our 17 years in business. We stopped using them because of their incompetitency - missing, incomplete, or oncorrect orders. ALL THE TIME. They should still have our information which is why it is unacceptable that they did not take my phone order suggestion.

Trust me, they are not treating me like a child. I will get what I want from them and look forward to posting the outcome.

Please note that he used two forms of payments - BOTH DID NOT HAVE HIS NAME. But they accepted the first payment no problem, so you cannot expect me to believe that they are concernced with security. I believe he was singled out as a young person trying to purchase a large amount of materials.

The notion that you think I am the pathetic one here is ludicrous. If you had read the previous posts you would know why I couldn't get there myself.

@Robert - Are you still here? Have you found nothing better to do? Please read above re: their taking the former payment with no problem. Let me also reitierate that I have these guys on video agreeing that all of my suggesstions were feasable. Let me also reiterate to you that they are not concerned eith fraud because they took the first form of payment which was also not in his name.

I get "unreasonable" customers all the time. However, they always leave the situation happy and come back to us with their future projects.

My husband and I are co-owners of this company, so the 2 cards our employee used were in both of our names. They should have had this information at the pro desk. I have these people on video saying that my suggestions were quite feasible and that their manager had not the knowledge to execute them. He has since been put in re training.

FYI my employee did have ID and was clearly marked with our branded T-Shirts.

So you are suggesting thst sat 3PM when this happened, I pack up my daughter to take her for an hour drive, and just neglect to pick up my son at daycare? Get the whole story before you place a rebuttal.

Also it is not considered fraud if he is using the card with our permission. Fraud can be defined as deliberate deception for unfair gain.

FYI I AM THE CUSTOMER WITH THE COMPLAINT

Not sure what you mean sbout my employee doubling the amount......I love how you guys know very little about this situation but are so opinionated. Good on you.

LOVE how The Home Depot has it's current and former employees heckling me even more online. I will be sure to bring this up with my lawyer, with whom I have already sought out advice. He believes I am in the right for a case. May I ask, Ashley and Robert, what your credentials are - I'm wondering why you seem to think you have more knowledge about this situation than I do.

Let me also reiterate that my issue is not eith the fact that they would not accept payment, but with their rude, disrespectful, and belligerant attitude. They turned down 3 feasible problem solving suggestions that, I now have on tape, would have worked.

When trying to justify how you take care of your customers, you used a very interesting word in terms of taking care of them..."reasonable".   Okay, so tell us reasonable to who?  You or the customer who has the complaint?  Because I could give you scenario after scenario of complaints written against various construction companies and all you have to say is that they were not being reasonable.  Just like this case.  To people that read this they will think that Home Depot was not only reasonable but went above and beyond for offering you a discount when all they really were doing was trying to protect against possible fraud.  Of course you will never see it that way, but just wait until one day you get an "unreasonable" customer who makes a complaint against you and see if you feel the same way.

So now we find out that this case was one of two things.

- You are the owner of the company(a female) and a male was trying to use the card in your name.  This would set off "red flags" with just about any company.

- The owner is a male, so it is not your card.  So when you called to "complain" they obviously knew you were not the card holder.

In either of these cases Your suggestions were basically laughable.  Remember your employee didn't have any ID.  I don't care who you are but no company is going to even consider opening up a line of credit(or adding a user) without ID.  How come none of your suggestions was to go to the store yourself or send an employee.

Oh but you say you can't because you are a mother.  Okay so in your thriving business don't you have other employees with ID's?  How about putting your child in the car for a couple hours?  As doing either of those things may have cost you(or another employee) a couple of hours but it would have saved the entire day.

As for trying to use someone else's credit card.  Sorry, contrary to what you may like to think I don't believe in comitting fraud and personally don't think a business is too ethical for even suggesting that.

So in conclusion since you can't(or won't) see the big picture..

- You sent an employee to the store with NO ID'

- The Employee attemped to use a card that was not in their name

- The Employee almost DOUBLED the amount of the original order by adding close to $1200 in supplies

Any one of those 3 would be enough to raise a few eyebrows..and he did all 3.  Home Depot was right and you should be happy they gave you any discount.

I DID work for this company and when there was a large order like you stated they were sent to the PRO DESK for verification and NEVER took a CC without proper authorization.  PHONE orders were always accepted through the Pro Desk where they could verify all information.  ANYONE can steal a credit card or information and buy thousands of dollars worth of items and guess who eats that cost?? Not YOU.

So if you want to act like a child then you will be treated like a child.  And how was your employee discriminated against?? You never stated that fact. The Cashier was doing their job - maybe you should have gone to the store and bought the items yourself.  Problem solved!! You GOT your discount!!! Pathetic.

 Hello.....I can imagine why you have not given your name because you are no import to this situation at all.

I am well aware that I have disclosed the name of my company. See above. We stand by our company not only for our workmanship, but our customer service. We have never lost a client and likely never will. This is why my business grows every year, exponentially. I offer my clients reasonable discounts based on the facts that they put forth. I am an educated woman, so if all is logical, YES, I fully comply with their request. THAT IS CUSTOMER SERVICE.

That said, if ever a client files a report on me, I would quickly rectify the situation to their liking, and certainly would file an apology rebuttal which you can see that The Home Depot has not bothered to do. I would also call them personally to apologize and likely send them a gift certificate in the mail within 2 weeks, depending on how good a customer they were.

Let me assure you that my comany is a VERY good customer of The Home Depot. I would send you Detailed Trial Balances to prove it, but my company's sales are none of your business, random internet poster......

Within our company, we have never had a complaint such as this because we would have taken the measures to rectify the situation immediately. Had we not been able to, YES!!! I would have given the 20%. What is $50 to me when I am about to lose a customer for life? The $50 I was asking for was not unreasonable. The only reason now that they have cost us $2500 is because we lost a day due to the situation. The original order was $1300, and I wanted 20%. The approximate $50 is the difference between the 16%, and the 20%. Following?

Please also see below for the list of suggestions I gave them:

1. Add him as an authorized user

2. Give my credit card over the phone as I have done many times with them before.

3. Place the same order online and use corporate to expedite the order.

This is when they hung up the phone on me.

Please allow me to assure you that I called the manager to find a reasonable solution, as I am a customer service expert and this is what I do. I was in no way disrespetful, nor was I aggravated. I only wanted my employee to get out of the store with his materials needed.

My employee was singled out, as their managers have since agreed. I have been speaking with them since the 19th and The Home Depot is doing nothing but trying to rectify this situation. The only reason they are doing so is because I "rewarded" them not only with this rip off report, but also numerous Facebook and Twitter posts and comments. I also contacted my lawyer for advice, and have an email prepared for CTV (our local) news.

Seriously though, I encourage you to go into The Home Depot TODAY with someone else's card and pin, and buy something. They will allow the transaction. They do it all the time. Every day, all day. Go prove yourself wrong and then make your rebuttal.

To answer your last question I am not only a business owner, but a mother. I am located in Newmarket and they were in Mississauga (hour drive). I simply could not get over there to pay for it myself, however, if I had, their tab would have risen significantly.

I do love a good battle and look forward to your idiotic response.

Best Regards,

Ali

Russell General Contractors, Inc.

They have no concern for our security - My employee was singled out as a victim of discrimination.

- No. Your employee was "singled out" because they were trying to use a Credit Card not in their name without ID.

As a business person you should actually be ashamed of yourself.  I just hope people in the Ontario area don't run across your report and see how unreasonable and unfair YOU are.  As if they do they may take their business elsewhere..and I don't mean from Home Depot I mean from your Contracting Company.

Because based on what you wrote.  You sent a person to Home Depot to buy $2500 in supplies.  But you sent them with a Credit Card not in their name and apparently with no ID.  HD was not only right in stopping this transaction, it is their duty to do so to protect not only them but you from fraud.

The worst part of this is that in the end even though HD was trying to protect you they still gave you a 16% discount.  But because you wanted 20% how do you reward them...with a RipOff report.  

Let me ask you this.  Say a client of yours wasn't happy with your work?  Say that they would be satisfied with a 20% discount and you only offered them 16%.  Do you think they would be right in posting a RipOff report on your company?  Oh but you say you would give them the 20% because you are such a good guy..right?  Okay, say they wanted a 50% discount?  How much of a "nice guy" would you be then?  Would they be justified in posting a Report on you?  Oh and before you answer remember that you already posted the name of your company.

Now, I do like how you were so generous and offered them several suggestions.  Pehaps you can enlighten us on what they were.  Because I have one...if this was such a critical situation why didn't you drop what ever you were doing and go down there yourself, or at least send someone who had a vaild card with ID?

In addition, I would encourage you to go into The Home Depot with another person's card and pin, and try to buy something. I GUARANTEE the transaction will go through. They have no concern for our security - My employee was singled out as a victim of discrimination.

Obviously you are as ignorant as they are. I called their store with several reasonable solutions to get the materials paid for and him out of the store. They chose to hang up on me. My issue is not that they would not accept the payment, but their lack of customer service. Read the actual post before you make a rebuttal. You have nothing to do with this situation and I am empathetic towards the fact that you have nothing better to do that make ridiculous rebuttals without the proper information. That's said, perhaps you should put in an application at The Home Depot. Your ignorance, rudeness and lack of respect will fit right in.

“This situation set my company back an entire day.”

You sent an unprepared employee into the store. You can request an additional credit card with your employee’s name on the card.

“It is now my mission to spread that word that The Home Depot is staffed with those who are untrained and display a complete lack of knowledge or empathy.”

They declined the credit card for a legitimate reason. You have now spread the word that Home Depot is staffed with trained personnel that take credit card security very seriously.

 The name on the card was that of his Boss, the owner of Russell General Contractors. I explained that I understood the policy that it could not be accepted without his providing ID, however I offered many other solutions that were all rejected before I was hung up on.

Specifically, why did they decline his method of payment?