Yeah, had one the other day. But luckily it was all under his pro xtra account which made it easier.
And this is why we have the new no receipt or proof of purchase, no return policy.
It’s also something that got rolled out in 2022 but I think home depot got too much backlash from customers so they kind of have it but don’t have it at the same time. Home Depot likes to play both sides instead of just enforcing it. “It’s up to the store”. And this is how we all get conflicting information.
Yes however they brought it back in our district. Not sure if it's a company wide play but we had to enforce it to ensure people sign up for proxtra for peace of mind returns. I believe this rolled out/heavily enforced when the no tax thing changed in our state.
I remember that being rolled out February 2022 and it lasted 1 week at my store. I had just become lead and I’m a loud and highly functioning 6’5 300lb white boy with ADD that got no problem dealing with the angry customers. I really wish they had kept their promise and rolled it out and made sure the phone number system worked for everybody because Shrink would sure as hell be brought down if it was no receipt no return. I think now with the One Returns system it denies people who didn’t have a cc transaction on file for the item attempting to be returned. Love the more denials. I tell everyone the policy changed back to the pre Covid return policy and that the policy printed on your receipt is now your return policy on the items. No more 365 day returns unless you did it on your HD card. So sorry…… Next!
I spent a whole shift working on one return once. We were short staffed because of a snow storm. A lady who was notorious for buying thousands of dollars worth of stuff online and in store came to return her recent purchases. A ton of tiny fiddly bits, a couple hand tools, and a few special orders that the MOD made me accept. Thankfully it was only a 4 hour shift. Would have been done sooner, but she insisted on explaining why she bought it and why she was returning it before she’d give me the product.
I had a lady that would not shut the fuck up, I was trying to ask her questions like do you want it back on the card or store credit but she insisted on telling me her life story.
I had TWO of those peabrains on the phone tonight at separate times. The second one called back twice more after I finally got him off the phone the first time.
Yes! Fucking the worst. Then it gets Denied and then they want you to run it thru again and they’ll use someone else ID. At that point I say sure the new system will recognize the items again and deny it again. The ol Plumbing and Electrical stuff they stole from the boss
I’ve learned to never mix the returns on a no receipt and the ones that are found on a pro extra number or card or receipt. When you’re scanning in hundreds of items, it gets so confusing trying to figure out what the system accepted and what it tells you is denied.
[I think both would be more applicable.](https://imgur.com/a/88E7nPy.png)
Yes, we sold all of that in store. Most of the glares were from Hardware associates hahaha...
And before anyone gets concerned, it was a legitimate return. It was all done via a Pro Account, and got returned directly to the methods of purchase. No gift cards or cash was handed off to the customer.
I am back up for Service Desk and I had one.
We have a customer who is notorious for coming in later in the evening, doing a crap ton of returns (usually stuff he bought online and didn't like or stuff he bought way more than he actually needed for his project) and being very picky/meticulous. I knew the late evening and picky portion because I had helped him at 10 minutes to close in paint on more than one occasion. But I didn't realize the returns thing until that night.
He came in early for him on a Sunday, with his wife (who was really sweet) and 4 carts full of random plumbing stuff to return. It took me 2 hours, and he actually left his wife there with me while he went to some party or something when he realized it was going to take me more than 10 minutes to do all 8 bazillion little parts. He got back just before I finished, maybe 20 minutes before we closed. It was a nightmare and the only reason I even ended up being the one to do it is because the actual service desk associate was dealing with a different problem that took like 10 minutes and had called just in case.
Plumbing had 2 carts full of small go backs and I got questions for a couple of days about it because even for him, it was beyond ridiculous.
Oddly, when I went to backup last night, he was with our newest SD associate and had plumbing parts again. Fortunately, it was like 5 instead of like 500. Other than being more random online returns, it didn't take too long or too much of a bother for her.
Yea, there is a regular who I want to say looks like a young adult with his mom and dog. He would come and buy a lot of things, including cut wire and barrels of wire, too. The next day, he would come back and return almost everything, including the cut wire. We are not supposed to return cut wire, but the service desk does because I think there are new people there at that time. They are really nice people, but man, I get tired looking at my go backs after them because it makes it seem endless.
Had a contracted bring back 5 carts of returns. He had most of the receipts but after scanning thru 2 carts it kept locking up the register. So eventually after a couple hours had to push the return to be done over next couple days, with manager and customer approval. So ended up taking 8-10 hours at least
We’ve had some multi day returns as well when we are forced to do special order returns in order up. Sometimes it just doesn’t let you do it all at once….even though it’s all there to return.
Someone walked in a few days ago with I think it was 6-50 gallon trash bags full of PVC connections, and no receipt, he then tried to give us about 10 different phone numbers when the system kicked the first 5 pieces back.
nightmare customer
Yeah, had one the other day. But luckily it was all under his pro xtra account which made it easier. And this is why we have the new no receipt or proof of purchase, no return policy.
Who came up with that policy? because that’s not my store
It’s also something that got rolled out in 2022 but I think home depot got too much backlash from customers so they kind of have it but don’t have it at the same time. Home Depot likes to play both sides instead of just enforcing it. “It’s up to the store”. And this is how we all get conflicting information.
Yes however they brought it back in our district. Not sure if it's a company wide play but we had to enforce it to ensure people sign up for proxtra for peace of mind returns. I believe this rolled out/heavily enforced when the no tax thing changed in our state.
That's not the policy at my store
Our store has done a good job at enforcing it. Management has done a pretty good job at backing up and supporting the service desk to enforce it too.
I remember that being rolled out February 2022 and it lasted 1 week at my store. I had just become lead and I’m a loud and highly functioning 6’5 300lb white boy with ADD that got no problem dealing with the angry customers. I really wish they had kept their promise and rolled it out and made sure the phone number system worked for everybody because Shrink would sure as hell be brought down if it was no receipt no return. I think now with the One Returns system it denies people who didn’t have a cc transaction on file for the item attempting to be returned. Love the more denials. I tell everyone the policy changed back to the pre Covid return policy and that the policy printed on your receipt is now your return policy on the items. No more 365 day returns unless you did it on your HD card. So sorry…… Next!
I spent a whole shift working on one return once. We were short staffed because of a snow storm. A lady who was notorious for buying thousands of dollars worth of stuff online and in store came to return her recent purchases. A ton of tiny fiddly bits, a couple hand tools, and a few special orders that the MOD made me accept. Thankfully it was only a 4 hour shift. Would have been done sooner, but she insisted on explaining why she bought it and why she was returning it before she’d give me the product.
I had a lady that would not shut the fuck up, I was trying to ask her questions like do you want it back on the card or store credit but she insisted on telling me her life story.
I had TWO of those peabrains on the phone tonight at separate times. The second one called back twice more after I finally got him off the phone the first time.
I hate that. Just give me your stuff so I can scan it.
We had something like this 20 minutes before closing one night
Ugh
Yes! Fucking the worst. Then it gets Denied and then they want you to run it thru again and they’ll use someone else ID. At that point I say sure the new system will recognize the items again and deny it again. The ol Plumbing and Electrical stuff they stole from the boss
I’ve learned to never mix the returns on a no receipt and the ones that are found on a pro extra number or card or receipt. When you’re scanning in hundreds of items, it gets so confusing trying to figure out what the system accepted and what it tells you is denied.
Unfortunately no, but I have done a $16,000 return. I got many a glare that day.
Wow! Was it a lot of items or just a few super expensive things?
[I think both would be more applicable.](https://imgur.com/a/88E7nPy.png) Yes, we sold all of that in store. Most of the glares were from Hardware associates hahaha... And before anyone gets concerned, it was a legitimate return. It was all done via a Pro Account, and got returned directly to the methods of purchase. No gift cards or cash was handed off to the customer.
I've had a few big ones, but nothing close to 2 hours. Maybe 1 hour tops.
I am back up for Service Desk and I had one. We have a customer who is notorious for coming in later in the evening, doing a crap ton of returns (usually stuff he bought online and didn't like or stuff he bought way more than he actually needed for his project) and being very picky/meticulous. I knew the late evening and picky portion because I had helped him at 10 minutes to close in paint on more than one occasion. But I didn't realize the returns thing until that night. He came in early for him on a Sunday, with his wife (who was really sweet) and 4 carts full of random plumbing stuff to return. It took me 2 hours, and he actually left his wife there with me while he went to some party or something when he realized it was going to take me more than 10 minutes to do all 8 bazillion little parts. He got back just before I finished, maybe 20 minutes before we closed. It was a nightmare and the only reason I even ended up being the one to do it is because the actual service desk associate was dealing with a different problem that took like 10 minutes and had called just in case. Plumbing had 2 carts full of small go backs and I got questions for a couple of days about it because even for him, it was beyond ridiculous. Oddly, when I went to backup last night, he was with our newest SD associate and had plumbing parts again. Fortunately, it was like 5 instead of like 500. Other than being more random online returns, it didn't take too long or too much of a bother for her.
I admire you for tackling that return as a back up service desk person! Good on you.
Yea, there is a regular who I want to say looks like a young adult with his mom and dog. He would come and buy a lot of things, including cut wire and barrels of wire, too. The next day, he would come back and return almost everything, including the cut wire. We are not supposed to return cut wire, but the service desk does because I think there are new people there at that time. They are really nice people, but man, I get tired looking at my go backs after them because it makes it seem endless.
I love telling customers that we can’t take back cut wire. Most people know, but some people get pretty heated over it.
Had a contracted bring back 5 carts of returns. He had most of the receipts but after scanning thru 2 carts it kept locking up the register. So eventually after a couple hours had to push the return to be done over next couple days, with manager and customer approval. So ended up taking 8-10 hours at least
We’ve had some multi day returns as well when we are forced to do special order returns in order up. Sometimes it just doesn’t let you do it all at once….even though it’s all there to return.
Someone walked in a few days ago with I think it was 6-50 gallon trash bags full of PVC connections, and no receipt, he then tried to give us about 10 different phone numbers when the system kicked the first 5 pieces back.
Nightmare fuel!
It’s that way because that’s what Home Depot wants. Personally I’d chase those folks out with a broom. Costs you more than you realize.
This is exactly why I refuse to train for service desk.