Frank Houston sent a message to Craig Menear - Chairman, CEO and President of The Home Depot email address that said:
Dear Mr. Menear, prior to coming to Home Depot(HD) I went on-line to shop for window blinds. I brought blinds from HD years ago and got three inexpensive white plastic blinds and got them cut to my window measurements. While on-line I saw the same blinds and called HD and spoke with a rep. in the decor section who talked me through ordering the blinds. He also told me once I pick-up my blinds to go to the decor section to get them cut. On 8/25/17 I went to the pick-up section and cashier Kourtney gave me a receipt # 1221 00024 22541 and directed me to the decor section to get the blinds cut. On my way there I met Alex who was very helpful and walked me to the decor section to get them cut. It was around 7:28am and there was no one in the in the section to get the blinds cut. Alex found Rick to assist getting the blinds cut. Rick said he didnt know how to cut the blinds because he didnt cut blinds. Rick also informed Alex and me that HD doesnt cut ready to go plastic blinds. I explained I got them cut before and the rep. on the phone and cashier told me I could get them cut. I also explained to Rick I was a para-transit passenger who had to get the blinds cut before my pick-up. Rick took me back to the cashier walking very fast and I had to tell him to slow down because I was walking with a cane and couldnt keep-up with him. Alex looked at me and told Rick to slow down. Rick said Im just a fast walker. When at the Cashier Rick told the Cashier we dont cut these blinds. I told them get the Manager because I was not leaving until HD did something to remedy this situation. The Manager repeated what Rick said and wasnt very helpful at first. Persist I wasnt leaving until something was done, the Manager Benji told Rick to get the blinds that could be cut, cut them to specifications. We walked back to the cutting area and Rick said I dont know how to do this. Alex looked at the instructions and between him and rick the blinds were cut. When we went back to the Cashier. The Cashier wanted more money from me. She said these blinds cost $80 and you have to pay the difference. I told her the Manager told Rick to come back to him after the blinds were cut. When we went back to the Manager, he changed his tune and said these blinds cost more and you have to pay the difference. We argued after I already explained what I was told by the rep. on the phone and the Cashier regarding getting the blinds cut. They had me walking back and forth knowing I was disabled. I started writing down names of staff I en-counted and the end result was the Manager approved to let me take the blinds, but before that I was stress-out and flustrated because the Cashier had another Manager a woman who name I didnt get and had to explain the whole situation all over again. When I told her what Manager Benji told me regarding replacing the blinds to get cut. She called him over and he did a complete 360 telling me I had to pay the difference. Exhausted from this experience Benji finally approved to let me take the cut blinds. Please view your monitoring system to verify my experience and how they had me walking back and forth knowing I was disabled. On top of that after coming home and noticed I received a email survey from HD, I noted my experience in the store. When I opened the blinds I notice that one of the blinds was missing the handled to turn the blinds open and shut. I called HD on 8/26 and spoke with Tyree who told me to come back to the store and the will give me a handled. I asked do I need to bring the blind in? He stated no they will give you a handled, just bring in your receipt. I explained I wouldnt be able to come in until Sept. 28th. He told me to look on my receipt for the expiration date to see if it was within that date. It was so I will be coming in on that date and dont want to go through any more problems with HD because the experience seriously exasperated my health in regards to exhaustion and high blood pressure. Please let the store know I will be coming in to get my handle and please dont put me through what I went through on 8/27/17. I also have to say that Alex was the only really helpful staff member there, he also was surprised how I was treated.
Respectfully,
Mr. Houston
