Dec 19, 2024
Warren Kale, who lives in the metro Atlanta area, thought he had found the perfect shed. After looking at several models in the area, he found a large bright red shed in stock at the Home Depot in Cartersville, Georgia. There was even a display version in the parking lot that he toured to make sure it fit his needs.
After making his decision, Kale paid for the shed with his debit card, totaling $9,058.03. However, days later, the shed still had yet to arrive, so he contacted Home Depot.
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“They said that there was a glitch in the computer and that my money had gone somewhere but they didn’t know where," Kale told 11Alive Help Desk reporter Bill Liss.
Here’s what Kale did next to try and retrieve both the lost payment and his missing shed.
No shed and no easy refund
Left without a shed, Kale tried to get a refund for his purchase. Since Home Depot didn't have his money, he headed to his bank. But after 52 days, Kale still didn't have his shed — or his refund.
Frustrated, he finally turned to Liss for support.
“When I talked to you, things started happening,” Kale told Liss. As a last effort, 11Alive reached out to Home Depot's corporate offices and Ameris Bank, the issuer of his debit card.
Within a few days, the bank finally issued a refund of $9,058.03 to Kale’s account.
The U.S. Sun also covered the mishap and asked Home Depot to comment on the situation. A spokesperson for the retailer said, "This is not the experience we want for our customers, and we're glad the situation has been resolved."
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How to protect yourself when purchasing big ticket items
This unusual situation highlights how important it is for consumers to protect themselves — especially when making large purchases. Before finalizing a purchase, make sure you understand the store's policy around returns, exchanges and shipments and save all receipts and contracts as proof of purchase.
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Consider using a credit card for large purchases. Credit cards typically offer more consumer protections than debit cards. For example, you may be able to file a chargeback if your order is never delivered.
Using your credit card for purchases that you can promptly pay off is also just a good idea in general, so you can earn rewards, points or cashback as you spend.
If an issue arises, act quickly. Talk to both your bank and the store to let them know what happened. Acting quickly may make it easier to recover funds.
If you still can't resolve your dispute, you can contact consumer protection groups like the Consumer Financial Protection Bureau (CFPB). They may be able to assist with unresolved disputes with financial institutions or companies. You can submit a complaint online and expect a response in 15 days or so.
Lucky for Kale, he found the resolution he was looking for. And the perfect shed he'd picked out? It's now fully assembled in his backyard, where it belongs.
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Danielle is a personal finance writer based in Ohio. Her work has appeared in numerous publications including Motley Fool and Business Insider. She believes financial literacy key to helping people build a life they love.
