Difference between online and in-store price at home depot

[frugalnacho]

We are setting up the nursery for our new baby and getting everything ready.  Mrs. frugalnacho wanted the exact same blinds that we have in our other child's room, which are the day/night cellular shades from home depot.  So I go on the home depot website and search, and they seem to be out of stock on a lot of blinds, and the prices are whacky, but you can order the exact size and they ship it to store.   4 years ago the blinds were $124.  The website now lists it as $167.67 for the same size.  Seems like a crazy amount of inflation in just 4 years, but everything else seems to be increasing in price so we just chalk it up to inflation and place the order for the correct size.

Then I went to home depot last night for something unrelated and checked the blind aisle.  Not only do they have the exact same blind in stock on the shelf, but the price is $89.98!  I've taken pictures of the product tag, and the product w/ upc code, and screenshots of my online order.   The model numbers used online are different from the UPC used in stores so I can't compare that, but the picture is identical, the company is identical, and the verbiage of the product description is identical.  From what I can tell there is no difference between the $167.67 blind and the $89.98 blind, except one is only listed on their website and one is physically in the store.

"Snow Drift/Shadow White Cordless Day and Night Blackout Cellular Shade" by Home Decorators Collection

Everything else on the home depot website seems to match what they have in store.  It tells you aisle and bay the item is located, how many are in stock, and what the price is, and the price matches the in-store price.  Except for blinds apparently, because the inventory appears different (several items I saw in the store are listed as "not in stock at this location" on the website), and the prices are different between online and in-store products.

The window to cancel the online order was short (by the day after it told me the window was closed and the order unable to be canceled) so I can't cancel it, even though I won't be receiving the product until June 9 (estimate).

Is home depot going to adjust the price when I raise a stink when I pick up my order from customer service?

Even if they adjust the price I'm upset at this super deceitful and shitty business practice, and this experience has permanently eroded my trust in home depot.  I will forever have to double check every single purchase I make from there from now on to ensure I'm getting the lowest price between online vs in-store.  Target does the exact same practice where they have a completely different pricing scheme online vs in-store, and they will match their own website, but I think it's a shitty business practice and I have to be vigilant about shopping at target to make sure they aren't gouging as well. 

[Raenia]

That's very annoying, thanks for the warning so the rest of us can be vigilant for this sort of thing!

Will the ordered ones be returnable?  If so, why not buy the blinds in store now, then when the order comes in, pick up and then return them?

[AMandM]

If they don't adjust the price, you can return the item you ordered online and then buy the in-store item. I agree it's a PITA but it may not be deceitful. It's possible that the item listed online is the new model year and its price is higher. It's also common for items ordered directly from the website to be priced differently than in-store items, because in-store prices vary by location.

[frugalnacho]

The product comes in specific widths but then is cut to a custom size for your window.  So I'll be getting the 48x48 product but the width will be cut to 46.75" for my window.  I know their return policy is pretty liberal*, but I have doubts they will return it once it's cut.  First I'll ask for a price adjustment, and if refused will try to return.  If refused there, I have no idea what my next course of action will be besides escalating it up to a higher manager. 


*Several years ago I was in line at home depot to return something and the guy in front of me was returning molding scraps.  He had purchased a bunch of standard length pieces of molding, cut everything to size he needed, and was returning an entire shopping cart of the scraps.  Each piece he would take out of the cart and the customer service rep would measure the length, and add it to a running total.  I'm talking about tons of pieces that were like 6"-2' in length.  Then they refunded him the total amount of linear molding he had.  It was surreal to witness and it seems completely unreasonable to return left over unusable scraps and get refunded.  I don't know what their official policy is on that as I've never attempted to return leftover partial scraps of wood.

[frugalnacho]

If they don't adjust the price, you can return the item you ordered online and then buy the in-store item. I agree it's a PITA but it may not be deceitful. It's possible that the item listed online is the new model year and its price is higher. It's also common for items ordered directly from the website to be priced differently than in-store items, because in-store prices vary by location.

But then how do you explain the discrepancy between what is listed online vs what is available in the store?  Why could I not purchase the in-store product with my online order (which included other items that were physically in the store)?

Also what kind of technological advances are happening in the blind industry to justify an 86% increase in price without even modifying the product description?

[six-car-habit]

The product comes in specific widths but then is cut to a custom size for your window.  So I'll be getting the 48x48 product but the width will be cut to 46.75" for my window. 

 This statement confuses the whole issue when i read thru the thread.
 
 The one you found in the store, same style, for $90 .  It measures 48"x48" and is a "standard size" ??

 The blinds you ordered online, [which may include the sales tax in the price ?], are $167.  And you were supposed to pick those up at the store after they shipped from the warehouse.  But this set was going to be cut to 46.75 inches to fit your particular window ?  Meaning someone had to trim 1.25 inches off the ends - or - the factory is going to make a "thin" set for you ??.

 It seems like the price is higher because its a custom length/width .  Unless the "in-stock" piece at $90, includes the local homedepot employee trimming it with a pair of shears ?      Maybe i missed something in the reading of the story...

[therethere]

Although I'm shocked the price was nearly double, I am not shocked that the online price was different than the in store price. The separate UPC's is telling you that this is on purpose, because it's disallowing a swap. Much like how Black Friday or on special electronics are purposely made with a different model #, although multiple models are near identical.

I've noticed this happens with a lot of retailers. Target is one example. I've noticed things in store trend 10-20% off the online price. They will match it in store, but it is a pain because you have to do it for every item and pull up a screen shot. Amazon plays a slightly different game. A lot of products will be one price, and then the day after you buy it will be 10% less. It's basically dynamic pricing based on your purchase history.

[therethere]

I took a look at this  on the Home Depot site. You're paying for the cut. If you put in 48x48" for the blinds they are priced at $98 (Honey app tells me they were $89 last week matching your pricing). The extra $80 is what you're paying to have them cut by the factory, it's basically a special order. So really, they aren't trying to scam you!

[frugalnacho]

The product comes in specific widths but then is cut to a custom size for your window.  So I'll be getting the 48x48 product but the width will be cut to 46.75" for my window. 

 This statement confuses the whole issue when i read thru the thread.
 
 The one you found in the store, same style, for $90 .  It measures 48"x48" and is a "standard size" ??

 The blinds you ordered online, [which may include the sales tax in the price ?], are $167.  And you were supposed to pick those up at the store after they shipped from the warehouse.  But this set was going to be cut to 46.75 inches to fit your particular window ?  Meaning someone had to trim 1.25 inches off the ends - or - the factory is going to make a "thin" set for you ??.

 It seems like the price is higher because its a custom length/width .  Unless the "in-stock" piece at $90, includes the local homedepot employee trimming it with a pair of shears ?      Maybe i missed something in the reading of the story...

The product comes in various widths (29, 48, 72, etc) and lengths and is intended to be cut to custom size so it can be hung inside the window frame.  Cutting to custom size is a feature of the product and is included in the purchase price.  Home depot has a tool in the blind aisle that cuts it to your specific measurements at the time of purchase.  Both the product I ordered and the $90 product in store are sized 48x48 - and from what I can tell they are identical.  Customizing the width you need does not alter the price online or in the store, because you are still buying the same 48x48 product and the cutting is included in the price.

Prices I stated exclude sales tax, but I have to pay the same sales tax for online and in-store purchases. 

The issue is that the inventory on the website and the inventory in the store are not the same.  Searching the website for this specific product brings up the $167.67 option, and does not list the $89.98 product (even though it appears that the entire stores inventory is catalogued online, to the point they list the location within the store and the total quantity in stock).  This led me to believe they did not have this product in the store (because their website says they don't).  Physically going into the store and you can find them $89.98 product, but there is no product available for $167.67 (not even a shelf tag for it).  I am only aware of the $89.98 product because I went to the store and saw it.   The company is identical, the lengthy product description is identical, and the product picture used online and in store are identical. 

[frugalnacho]

I took a look at this  on the Home Depot site. You're paying for the cut. If you put in 48x48" for the blinds they are priced at $98 (Honey app tells me they were $89 last week matching your pricing). The extra $80 is what you're paying to have them cut by the factory, it's basically a special order. So really, they aren't trying to scam you!

Well mystery solved I guess because it is displaying this now.  The website is displaying $89.98 for me right now for the 48x48.  That's fucked up, I don't remember seeing that. It's also not really a special order, it says right on the box what the available custom range of the product is and home depot as the tool mounted right to the rack in the blind aisle.  I've purchased them in store before and it's about a 2 minute process for the employee to cut it. 

ETA: Also I'm not ordering from the manufacturer, I'm order through home depot so I don't see why factory customization is even a thing or why it would be any different than what they offer in store.

[frugalnacho]

Although I'm shocked the price was nearly double, I am not shocked that the online price was different than the in store price. The separate UPC's is telling you that this is on purpose, because it's disallowing a swap. Much like how Black Friday or on special electronics are purposely made with a different model #, although multiple models are near identical.

I've noticed this happens with a lot of retailers. Target is one example. I've noticed things in store trend 10-20% off the online price. They will match it in store, but it is a pain because you have to do it for every item and pull up a screen shot. Amazon plays a slightly different game. A lot of products will be one price, and then the day after you buy it will be 10% less. It's basically dynamic pricing based on your purchase history.

Target doesn't have different upc codes.  It's literally the exact same product.  If you order online an employee goes and gets it off the shelf.  If you buy it in store you go get it off the shelf.  But the prices are different.  I've had them price match it at the register when the online price is listed lower.   I'm certain they are just grabbing the product off the shelf because it lets you know it's in stock and you can order online and have it filled the same day, so they have to be grabbing it off the shelf and not getting a special delivery. 

[10SNE1]

I have also observed price differences, particularly at Target. I just figured that they are accounting for shipping costs in some way. It's great when I go into the store and the price is lower than what I expected, though!

[use2betrix]

Also what kind of technological advances are happening in the blind industry to justify an 86% increase in price without even modifying the product description?

Could be many things:
1. Supply & Demand
2. Competitors shutting their doors (errr, closing their blinds)
3. Increased wages for employees
4. Increased direct material costs
5. Increased shipping costs

[frugalnacho]

Also what kind of technological advances are happening in the blind industry to justify an 86% increase in price without even modifying the product description?

Could be many things:
1. Supply & Demand
2. Competitors shutting their doors (errr, closing their blinds)
3. Increased wages for employees
4. Increased direct material costs
5. Increased shipping costs

But it's none of those. It's the exact same blinds.  Price is $89.98 in store and they cut it to whatever size you need on the spot for no charge. Or you can order them for the same price online, but having them cut it raises the price to $168 somehow.  I didn't realize they upcharged to cut it smaller. I also didn't realize they actually had the size I need in stock on the shelf, I thought they were out of stock in store and I was getting the same product but it was getting transferred to my store from some other location.

[moof]

I had the opposite maddening situation a few years ago.  I needed a specific toilet, found it online from the Home Despot for like $200.  Drove down and grabbed a few things before grabbing the toilet.  It was on the shelf for $100 more.  Asked a worker who just shrugged me off.  Still not sure what happened to the other items, as I left in a blind rage.  Eventually got Lowe’s next door to price match the Home Despot’s online price.  I avoid Home Despot whenever possible now.

[six-car-habit]

  Maybe you need another set of these blinds for a 3rd window.
 If you buy them now for $90, versus the $124 you paid four years ago, --- it's actually like getting a 27% reduction on the original price !

[ncornilsen]

Anything made with plastic resins is sjyrocketing now, due to material costs.

What probably happened is your homedepot got some of these blinds in 4 months ago. They were priced at $89.99. the warehouse the online store pulls from got a shipment in last week, which was the first time Home Depot got a new shipment in a while, so those reflect the newer price.

A few weeks ago, Home depot had 2.5" PVC conduit online for $45.55 each. In my local store, they had it for $24.99.  I cleaned them out. (15 pieces.) when they restocked, it was at $45.55.

[frugalnacho]

Anything made with plastic resins is sjyrocketing now, due to material costs.

What probably happened is your homedepot got some of these blinds in 4 months ago. They were priced at $89.99. the warehouse the online store pulls from got a shipment in last week, which was the first time Home Depot got a new shipment in a while, so those reflect the newer price.

A few weeks ago, Home depot had 2.5" PVC conduit online for $45.55 each. In my local store, they had it for $24.99.  I cleaned them out. (15 pieces.) when they restocked, it was at $45.55.

Nah they have them in stock and they are $89.98.  It's a weird quirk of their website.  The blinds are meant to be cut to size - that's like their whole deal, you buy em, they have a blind cutter attached to the shelving right there so they cut it to your measurements, then you install the end caps and go put up your custom sized blind.  It's advertised right on the box that the blind size is x"-y" depending on which specific one it is.  So I could have walked into the store and grabbed it off the shelf for $89.98, and had an associate cut them before I left the blind aisle. 

But when you order from the website, instead of selling you the product that is on the shelf and cutting it to the size you need, they get it from some other location and have it shipped to the store and they have some insane upcharge ($168).  I assumed when buying the blinds that they were the same price as in the store, and that I would be buying the stock they had in the store and an associate would cut it just as if I was buying it in person.  When they notified me it was not in stock I assumed the full uncut blind was not in stock (even though it was), and they would just have one shipped to store and cut to size.

The home depot website is not very transparent about the process.  The process also makes no fucking sense since they have the ability to cut to size right in the store, and I could have purchased them in person and installed them that night rather than waiting on a shipment to the store.  The pricing scheme also makes absolutely no sense since home depot claims they are a brand exclusive to home depot, and home depot does the custom cutting as part of the purchase, and the process is like 2 minutes - they just put the blind in the tool at the appropriate measurement, and turn the crank which cuts the blind.  Literally less than 2 minutes.  Even setting aside all that ridiculousness it's absolutely egregious that they upcharge almost $80 for something that takes less than 2 minutes, and I don't understand how that doesn't qualify as price gouging.  Especially considering it's the exact same product and I ordered it through the home depot website.

[frugalnacho]

I went in to pick up my order, and brought the issue up with clerk who didn't seem to understand the problem at all, so she called an associate over.  The associate also didn't seem to understand the problem.  Very frustrating.

HD: Yeah, so this is a special order because we don't have the 46.75" blind in stock.
Me: When I go to the website it doesn't list the 46.75" blind in stock, and not for the same price as the 48" blinds in stock, but I didn't realize that at the time.  I assumed when I ordered that you would just get the 48" blind off the shelf and cut it to size, because that's the whole deal with these custom blinds, and when it wasn't in stock I assumed it was because the 48" blind was out of stock and that's why it was getting shipped to store.  Not that it was a special order, I thought I was just buying the regular blinds and you guys were cutting them, and I thought $167.67 was the regular price.
HD: Oh no, we don't do that.
Me: What do you mean you don't do that? If I go buy the 48" blind that you have on the shelf right now will you cut it to 46.75" for me as part of the price?
HD: Oh yeah, we will do that.
Me: ....but if I order from the website you won't do the same thing?
HD: Oh no, we don't do that.  If you wanted them cut you should come in and talk to an associate.
Me:...ok, but I didn't realize that when I ordered from you.
HD: You didn't order from us, this is a custom order.
Me: ....yeah, from you.  I ordered it from your website.
HD: It's not MY website.
Me: Yeah I know you aren't the webmaster, but it's home depot's website and you represent home depot.  I thought you would go get things off the shelf.
HD: No that's not how it works.
Me: What about all the other orders I make where you do exactly that?  Other items in this order were pulled off the shelf and were available for pickup the same day I ordered them.
HD: *blank stare*
Me: Ok, so can you price match this to the one on the shelf?
HD: No we can't do that because it's a special order.
Me: Yeah I get that, but it's kind of bullshit because it's the same blind.  Look at it, it's the same exact blind but it's been cut.  I didn't realize I was paying the factory $80 to cut the blind when you do it for free.
HD: But that's a special order.
Me: Ok, then I can I return it and just rebuy it for the price off the shelf?
HD: No, this is a special order.  You can return it, but it's a 15% restocking fee.  Then you can go buy the one off the shelf.
Me: ...ok, that doesn't seem to make much sense.  It's the same blind, you can't just resell it to me?
HD: No, this one is a special order and it's been custom cut.
Me: Yeah I know, custom to my window.  It seems silly that you'd make me go get an identical blind off the shelf, and cut that to the same size while you send this one back to the factory. 


Then I had to go get the new blind and have an associate cut it to size.  We went round and round about it being a special order because they don't stock that.  I was unsuccessful in convincing them that it is literally the same blind from the same factory and they just cut it down, because they absolutely do not manufacture blinds in 1/4" increments and are obviously using the exact same 48" wide product and cutting it to size for any size between 37"-48".  Besides the fact that it wouldn't make sense logistically to manufacture blinds in 1/4" increments, they already have a product cheaper than $167.67 that can be cut to the same size, so it makes absolutely no sense why they would manufacture it separate. 

In the end they ended up waving the restocking fee and returning the blind, but they wouldn't resell it to me and made me go get the same blind off the shelf and have it cut to size.  I guess it worked out in the end and I'm not out any money, but I did have to wait almost 2 weeks to finally get my blinds, and it was a super frustrating 30-minute experience with customer service. 

[Raenia]

Yeah, I've never had a smooth, easy interaction with a Home Depot employee - to be fair to HD, I've never had a good interaction at Lowes either.  I'm going to miss the local hardware store by my old house.

Glad you were able to get your money back, though.

[therethere]

Processes suck when you don't understand them and/or they don't make sense. I used to work in a big box customer service. So this scenario ended exactly as I expected.

Please remember that it does no good to go back and forth with an employee regarding corporate processes. They have no real power to do anything and it is very likely know its dumb already (you're not the first customer they've seen!). Give them some grace and no need to argue back and forth unless it's a manager.

[Davnasty]

Glad you got it resolved, I feel worked up just reading about that interaction. Maybe a story of commiseration will make you feel better?


A family member recently had an online purchase mix-up at Home Depot; they purchased 8 cases of tiles online, drove an hour to pick them up because that was the closest store that had them in stock, and when they backed up the truck to get loaded an employee walked out with a little bag and placed it in the back. Confused, he got out to see what it was and there were 8 tiles in the bag. 8 little tiles. With a receipt for several hundred dollars.

Now you'd think when he pointed out the discrepancy the employee would realize, "Oh, of course, this is an obvious mistake, we're so sorry, let's get it fixed" But instead they tried to tell him he actually ordered 8 tiles. Much confusion ensued. When they were finally convinced they checked their inventory and surprise, surprise, they didn't have 8 cases in stock.

He drove to another store in the area which showed them in stock. Got loaded up. Disaster averted... but just to be sure they gave them the right product he got out to inspect them. Opened up a case and saw lots of broken tiles. Got back in the truck and asked if wife could handle this one to avoid flipping out on an employee and also because she's better at dealing with people. She asked about getting some not broken tiles so they brought out more cases. She opened up the other cases and saw broken tiles in every one. And not a few here and there, but a significant portion. Like, as much as 50% broken in some cases. They told her that sometimes you get a few broken tiles and there was nothing they could do.  She got back in the truck and said "You have my permission to do whatever you need to do to fix this".

He pulled the cases off the truck opened everything up and starting sorting through tiles right in the middle of the loading area. Not knowing what to do, the employees stood there for a bit and then tried to ignore the situation until it was over. They gave him a wide berth and avoided eye contact. In the end he loaded up 8 cases, told an employee he was going to take some extras just in case he had missed some, and left them with a big pile of broken tiles on the floor.

[Cranky]

We recently ordered a shirt from Target for curbside pickup. The in store price was higher than the online price, and Target refunded the difference.

[Michael in ABQ]

I know Costco prices are higher online to account for the shipping cost. So a $20 box of baby wipes will be $25-30 off their website. It's may be explicitly listed somewhere - I know they do say something like "this might be cheaper in store".



Also, FYI for Amazon, in many cases you're purchasing products from a third-party, not Amazon itself. Repricing occurs constantly dud to supply and demand among the various sellers and people trying to get an edge over the competition by dropping the price a few cents but then raising it back up in the middle of the night, etc. Even Amazon competes against those other sellers in some cases. They don't play by the same rules, but if I was able to get a pallet of some product for super cheap and started undercutting Amazon they will usually lower their price.

[calimom]

Processes suck when you don't understand them and/or they don't make sense. I used to work in a big box customer service. So this scenario ended exactly as I expected.

Please remember that it does no good to go back and forth with an employee regarding corporate processes. They have no real power to do anything and it is very likely know its dumb already (you're not the first customer they've seen!). Give them some grace and no need to argue back and forth unless it's a manager.

This.

Sometimes the big box stores are the best/only option. I far prefer the locally owned builders supply in my town, they have often have better deals, are easier to work with and profits stay local.

[lutorm]

FWIW, I seem to go to HD every other day and I often use their web site in the store to find stuff. I've never had the prices not match.

Target, OTOH, apparently does this as a matter of course (but store prices are more expensive unless you ask them to apply the web price. So it's just a tax on people who don't check online....)