Home Depot’s Wedding Registry Requires Too Much Commitment

Ethan is getting married, so he and his fianc

put a few items on Home Depot.com’s wedding registry. Then he changed his mind and put something else on the registry. Unfortunately for Ethan, once you add something to your registry it is carved into stone tablets and taken down a mountain.

Now Ethan is being inundated with a wave of Crawfish Boil Sets from which there is no escape. Ok, he only got a few. But he’s stuck with them and Home Depot is unapologetic. They even told Ethan to just “regift” the item, because they couldn’t give him store credit. Huh?

“As you’ll see in the letter, we substituted an item on our registry for another, then magically someone was able to order the deleted item. After the incorrect item was ordered, we deleted the new item so as to not receive it and sure enough it got ordered 5 days after it was removed.

Home Depot, please. How many Crawfish Boil Sets does one man need? Read highlights of Ethan’s email exchange with Home Depot after the jump.

My fiance and I have a registry on homedepot.com. Recently someone purchased a gift for us that was removed from our registry and I’d like to get to the bottom of it and maybe have you guys contact the person to see if they’d like to reconsider their purchase. Our names are Ethan XXXXX and Amy XXXX, wedding date is 10/8/06 and we had removed the Bayou Classic 30 Qt. Stainless-Steel Turkey Fryer Kit with Perforated Basket and added the Bayou Classic 32-Qt. Stainless Steel Steam-Boil-Fry Kit w/ Perforated Basket and Poultry Rack/Grab Hook Bayou Classic. Please contact me with an update to this problem.
Sincerely,
Ethan

Dear Ethan,

Thank you for your e-mail to homedepot.com!

We apologize for any inconvenience you have experienced concerning this matter. Unfortunately, we are unable to comply with your request.

Please continue to visit us at homedepot.com for information on all of your home improvement needs!

Sincerely,

JuliAnn B.
homedepot.com

Subject: Re: Contact Us – Other

Just wondering if you guys have ever heard of the website Consumerist.com?
I’ll be sharing my experience with them. We have 4 other registries elsewhere and they all have had no problems telling us who ordered what. Also, when we change something on other sites it actually gets changed. I don’t understand why your store cannot reliably update our registry and provide me with a list of who ordered what so I can rectify the problem by calling my relative or friend who purchased this gift. Its not like we have 100 items on our homedepot.com registry, we have 5.

By the way, I tried calling earlier today and was transferred 7 times (2x to the same dept.) before someone named Joe in Chattanooga politely advised me to regift the item in question. Surely, your company can come up with a better solution.

Sincerely,

Ethan

Dear Customer,

Thank you for contacting homedepot.com!

We apologize for the inconvenience caused to you.

Our goal is to provide every customer with an exceptional experience
every time. Please know that the feedback you have provided will be
taken very seriously and will be used in the overall evaluation of the
services provided to our customers.

For further assistance we recommend you to contact Internet Customer
Care at 1-800-430-3376. An associate will be happy to assist you better.

If we can be of any further assistance, please feel free to contact us
again.

Sincerely,

Paresh

Comments

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  1. mommalolo1 says:

    Home Depot certainly flopped on this customer’s service. I, too, find all phone calls to Home Depot long, frustrating and non-productive……for years now. Repeating the same story to 7 different people & being transferred around is not conducive to good customer relations. Then having an untrained Home Depot person suggest re-gifting….I’m appalled. Wake up Home Depot…you’ve dropped the ball for too long now. Train your employees & reward good efforts dealing with customers.

  2. Gari N. Corp says:

    I’ve been having similar murders with Bloomingdales’ registry. It’s a dirty little racket for all concerned, though

  3. squidhat says:

    The flawed registry is a minor problem compared to the complete lack of accountability on behalf of Home Depot’s support staff.

  4. FriarJohn says:

    Two words: Gift Card. It doesn’t require any less creativity on the part of the gift giver than buying something off the registry. The only thing I used the registry choices for is to know which store to buy the gift card at. Just remind the bride and groom to spend it as soon as possible so the store doesn’t get to hold on to my money for longer than absolutely necessary.

  5. BruinEric says:

    Take the items to the local Home Depot store and see what they’ll do with it. Their return policies have been quite acceptable to me — I have taken unused items almost a year old without receipt and returned them for store credit with no problems.

    For now forget the registry updating problem, just solve the “can I return it?” problem.

  6. North of 49 says:

    Toys R Us couldn’t even be bothered to get our baby registry right with our DD. They forgot to put in our appartment number and even with several “calls” and emails to their CSRs, it was over a month after DD was born before we got the ONE item that was bought. We told people not to use it immediately because the item hadn’t been delivered as promised previously. We never did get it and their “peace offering” was a joke. This time, we have a birth registry with a smaller company that still has a website. Even then, we’re not hoping to get anything because of the screw up with Toys R Us.

    It seems that registries are a joke. Sending money or gift certificates would be a better thing. “We like X store. Instead of a present, just send us a gift certificate good for it.” Hassle? what hassle.

  7. Drinker Nisti says:

    Isn’t it more about reducing hassle for the gift giver and not so much about the receiver? Some people actually like giving a physical gift rather than an impersonal check or store-issue-scrip. Requesting the latter really smacks of a shakedown.

    That said, stores really should be bending backwards for registry customers. From my own wedding 5 years ago– Bed Bath and Beyond was totally pain-free. The registry for Macy’s West was run by cave trolls.

  8. Antediluvian says:

    Wow. And look, more fodder for why registering for gifts is a cheap-assed way to say, “gimme gimme gimme!”

    These people aren’t satisfied that someone bought them something. It has to be an exact something.

    Sorry, sucks to be you.

    Yeah, HD’s registry setup might be totally crappy, but you’re the ones who are feeding into it. Why should HD contact the buyer of a gift for you to see if they’d like to reconsider? He’ll, I’d reconsider: no gift for you!

    No sympathy here. Mazaltov, y’all.

  9. zenpugs says:

    Well, you could always send one to Tom and Katie.

  10. Mr. Gunn says:

    We used Amazon’s registry, and with the exception of a couple of older people in the family who weren’t hip to the whole internet thing, we had no problems, and it was fun getting package after package for weeks and weeks. Sounds like Ethan is getting some automated email replies and he just needs to go return the crap to the store. Tell ‘em you lost your receipt.

  11. Charmander says:

    I’m going to have to agree with Antediluvian. That is just creepy for Ethan to want HD to contact the purchaser of the gift and “ask them to reconsider.”

    Boy, I can’t wait to see the reaction of the gift giver when Ethan informs them they bought the wrong thing.

    Good god – I wonder what will happen if they get a gift from someone that wasn’t on any of their 5 registries?

  12. Hooray4Zoidberg says:

    Hold on Hold on, that Turkey fryer is great for homebrewing beer, an excellent hobby to get into after getting married. You might want to reconsider, this reconsideration and add a hydrometer and some hops to the registry.

  13. gaelenmag says:

    I have had absolutely horrid experiences with Homedepot.com as well, and my conclusion was basically that they just have no experience selling things online and have not brought in anyone to help.

    To make a long story short, I inadvertently clicked twice and put two hand trucks (a pretty large item!) into my shopping cart and didn’t notice until the confirmation page came up. I immediately (within 1 minute) called their customer service and was told that they couldn’t fix it because any order placed online is immediately written in stone tablets and sent down a mountain, like their wedding registry apparently. A long fiasco ensued whereby my dad, who lives in another city and was receiving it as a Christmas gift, had to wait until both hand trucks arrived and send back one of them, which involved a bunch of other hassles I won’t go into.

    The moral — don’t order anything online from HomeDepot.com. They did end up sending me a $50 gift card after I wrote them an incensed letter, but that didn’t come close to the 2-3 hours total (and the anger at inconveniencing my dad on something that was supposed to be a gift!) I spent dealing with fixing the problem.

  14. slicker says:

    The only place people should establish a bridal registry is Bed Bath and Beyond. After you register, upon receiving your gift, you can return the gift to any of their stores for CASH if you change your mind. Yes, CASH, equivalent to the retail price.