Loss Prevention Bull
Posted: 2006-10-11. Categories: Home Depot, Michigan, Retail Stores

I went to Home Depot to buy a one hundred foot length of rubber piping for an in-ground sprinkler system. The clerk charged me for five instead of one. I noticed it once I returned home and called the store.

I was told that Home Depot would have to look at the surveillance tape to determine if I took one out of the store or five. I left my name and phone number but was never contacted.

I could not return to the store because I had to go to work and asked if I could come back that evening which they agreed would be fine. I did return that evening, but the Loss Prevention team was gone for the day so I had to go back the next day.

I returned the next day and Loss Prevention analyzed the tape and determined I had been over charged. When I brought up the scanning error refund the manager told me it didn’t apply. Was he right or wrong?

Mr. Jesse Cox
Detroit, MI

1 Comment to "Loss Prevention Bull"

  1. Retail Bandit says:

    Dear Mr. Jesse Cox,

    The manager is correct. The clerk made an error, it was not a scanning error and thus does not apply to this situation. Section 10a, 1-b specifically applies:

    The sale is recorded by an automatic checkout system.

    The automatic checkout system is not what recorded the error, it was actually the clerk. Had it scanned incorrectly, it would be a different story.

    However, the store made this a much bigger ordeal than it should have been.

    My advice to you is that you either monitor the cashier more closely in the future or find a new store to shop in. It shouldn’t take an act of God to get an error like this one corrected. Home Depot could use a lesson in customer service.

    Best wishes,