Home Services at The Home Depot

Rafael Calonzo
4 Star
Yesterday I purchased a DeWalt power drill that appeared to be brand new--the packaging was sealed and intact. It was the last one on the shelf. Today I opened the package to find that it was not brand new. The grip on the chuck was scratched, many of the numbers on the clutch were worn off, and the whole thing was dusty and grimy. Plus, the "contractor bag" promised on the box contents was nowhere to be found. Also it seemed weird to me that the battery was already installed on the drill and had a significant charge. I returned to the store expecting a hassle, given the suspicious condition of the drill. But in fact, Christine in the Returns department was quite understanding and helpful, and refunded my money immediately with zero hassle. I asked if there were ever any investigations into suspicious cases like this, but she chalked it up to the retail industry. It seems to me that the store should be able to look up the history of that particular unit, maybe flag the previous purchaser as a scammer? So I would give the customer service a resounding 5 stars for Christine's help today. But I must subtract a star for being sold damaged/used goods as new. Unfortunately, this experience has made me feel somewhat hesitant to shop for this kind item there again, if fraud like this cannot be prevented. I'm very glad that my situation was handled swiftly and fairly.
Tuesday 19th September 2017

Robert (Big Red)
2 Star
Poor help
Tuesday 20th July 2021