HD: Pickup at store warning

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Forum topic by SteveT posted 12-04-2019 04:33 PM 1241 views 0 times favorited 21 replies Add to Favorites Watch
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56 posts in 2217 days

12-04-2019 04:33 PM

I purchased a Dewalt sliding miter saw on sale at HD. I ordered online and picked it up at the store. When I opened it, I noticed that all of the packing was cardboard, no styrofoam. I thought it was unusual, but liked not having styrofoam to put in a landfill. About 2 weeks later, I was cutting a 2ft long, 1” wide piece of 3/4 ply so that it would fit in my wood stove. I don’t know what happened, but there is a black piece behind the blade that somehow got caught in the blade and shattered all over the place. Scared the sh!t out of me. I couldn’t find out the name of the part from the diagrams in the manual, so went to Dewalt’s website and they asked which “type” it was. The saw label said Type 2. I called Dewalt and she said to exhange the saw where I bought it. I went to HD, and was able to exchange it with no questions asked. I picked another one off of the shelf myself this time. Opened it at home, and it was packed much better with styrofoam holding all of the parts. Made me suspicious. I checked the “type”, and it is a Type 21. No idea what “type” refers to.

I’m wondering if when I ordered online for store pickup, HD found a returned saw in the back of the store and sold it to me as new. I can’t say for sure, but the second packaging was totally different from the online purchased unit. And the types are different.

21 replies so far

View SMP's profile


3192 posts in 879 days

#1 posted 12-04-2019 04:49 PM

Interesting. Yeah maybe they picked the most beat up misfit box. Most people, myself included avoid boxes that look like they have been retaped like the plague, and rightly so. That’s the oldest trick in the book is for someone to buy a new item and return their old one in the box within the return period. I used to work at a very large electronics retailer and people would try that all the time. Of course it was much easier to spot 5 year old Bose surround sound speakers, than a 5 year old saw that doesn’t really change much over the years.

View John Smith's profile

John Smith

2819 posts in 1136 days

#2 posted 12-04-2019 04:49 PM

Steve – in any of description in the one that you bought
online say it was a “refurbished” or “reconditioned” model ?
that would be my only guess as to the difference in packaging.



-- there is no educational alternative to having a front row seat in the School of Hard Knocks. --

View Rick  Dennington's profile

Rick Dennington

7087 posts in 4168 days

#3 posted 12-04-2019 05:06 PM

I bought my DeWalt 12” slider (DW779) from Lowes, and it was well packed with all the parts in styrofoam as well. It was purty much ready to go out of the box….just a little tweaking, and it was ready to use….!!

-- " There's a better way.....find it"...... Thomas Edison.

View SteveT's profile


56 posts in 2217 days

#4 posted 12-04-2019 05:24 PM

The first box did not look very beat up at all, and no, the description did not say refurbished or anything. In fact, as of last week, the new ones were still at the same price. Needless to say, I will never order a piece of equipment online for store pickup at HD again. I’ll go to the store and get it myself.

The second saw came out of the box ready to go.

Does anyone know what the “Type: 21” refers to? When I went to the Dewalt website, I was expecting to put in the model number and perhaps the serial number to find the part. I had to back down to the basement to find out what type the saw is.

View Dustin's profile


707 posts in 1714 days

#5 posted 12-04-2019 05:33 PM

I had a store pickup experience at Home Depot that put me off of doing it ever again, too. I ordered an Ego trimmer they had on sale (brand new, promo included extra battery), and went to the store after I received the notification that my pickup was ready. When I arrived, not only was it not ready, but the employee at the desk attempted to grab the display model (no charger or batteries) and check that one out for me, not even bothering to mention it wasn’t new. Flies in the face of both common courtesy and common sense.

-- "Ladies, if your husband says he'll get to it, he'll get to it. No need to remind him about it every 6 months."

View Woodknack's profile


13543 posts in 3354 days

#6 posted 12-04-2019 07:48 PM

I’ve heard of this happening, I think it was Xmas last year or the year before.. HD selling customer returns as new but the product in the box was an old model. I’m sure it’s unscrupulous store manager or maybe a thieving employee doing it, no way would corporate approve something like that. After Xmas last year the local HD had a pallet of returns being sold as-is but the price wasn’t cheap enough for me to roll the dice.

-- Rick M,

View PaulDoug's profile


2442 posts in 2677 days

#7 posted 12-04-2019 07:57 PM

I have ordered and picked up at the store many times and never have had an issue. The HD store near me has always been awesome.

-- “We all die. The goal isn't to live forever; the goal is to create something that will.” - Chuck Palahniuk

View sansoo22's profile


1415 posts in 628 days

#8 posted 12-04-2019 08:23 PM

This has happened to me on 2 different items. First was a milwaukee workbench/tool chest. They tried to sell me the floor model even tho one of the top soft close drawers was no longer soft close. I ended up taking it once they knocked another 20% off it. It was already on sale so I drove away with a nice unit for way less than I expected.

Second time was on a DeWalt miter saw. The big DWS780 model. I didn’t even think to check it before leaving as the box was in great condition. Got it home, opened, the box, and I’m 100% positive it was returned and resold. Nothing but cardboard packaging inside and accessories just haphazardly tossed in. And the blade clearly had saw dust in the teeth. Customer service let me take a new one off the shelf, open, and inspect it. The new one was clearly packaged correctly with plastic wrap and accessories tucked away nicely.

I’m thankful that the management and lead team at my closest HD are willing to take care of customers. Both times they made sure my issue was resolved before i left. I have no idea who or how these items are getting picked for customer orders and they didnt have any answers either.

My dad is semi-retired and runs the tool rental dept for his local HD. He swears up and down that all pick up orders are supposed to be brand new unopened items. They aren’t even supposed to sell floor models of anything anymore. He says all floor model units are now RMA’d back to the manufacturer. But then again HD pays people just well enough to show up and not well enough to care.

View Rick  Dennington's profile

Rick Dennington

7087 posts in 4168 days

#9 posted 12-04-2019 08:37 PM

I would never order a tool, and go pick it up at the store….I’ll go directly to the store to look, then buy, if they have what I’m after. I get gun shy when I order from someplace like Amazon, but luckily have never been burnt from it….

-- " There's a better way.....find it"...... Thomas Edison.

View bigblockyeti's profile


6964 posts in 2694 days

#10 posted 12-04-2019 08:54 PM

Does anyone know what the “Type: 21” refers to? When I went to the Dewalt website, I was expecting to put in the model number and perhaps the serial number to find the part. I had to back down to the basement to find out what type the saw is.

- SteveT

The type number with many B&D parent company products is basically a revision, usually minor and sometimes you can’t even tell what was changed. When I did factory service work for Milwaukee, they’d come out with a new parts diagram and whatever change had been made from the previous revision was noted. It could be something as simple as a different part number, which may be identical as the previous but from a different vendor. Color changes, different stickers, and any other number of minor changes will usually generate a new revision.

-- "Lack of effort will result in failure with amazing predictability" - Me

View mel52's profile


1857 posts in 1238 days

#11 posted 12-05-2019 04:48 AM

I have ordered numerous tools and other items from HD out of town. When I pick mine up they always let me ( or themselves ), open it up before going home to check it out. If there is anything wrong, haven’t had anything yet, they said it would be taken care of right there. That is the main reason I don’t have stuff shipped directly to my home. Mel

-- MEL, Kansas

View SteveT's profile


56 posts in 2217 days

#12 posted 12-05-2019 02:55 PM

Looking in the box when I picked it up wouldn’t have mattered. I had no idea how it is suppose to be packed, and the saw looked to be in good condition. The accessories seemed to be packed securely. It is suspicious that 2 saws purchased within a few weeks had different packaging and different type numbers.

I’ve ordered items that were not in the store and had them shipped to the store and my home. I’ve never had a problem when shipped to the store. Shipping to the home? That’s another horror story with HD. I’ll never do it again. Both my package and my daughter’s package from said they had been delivered, but we didn’t have them. We waited a couple of days for them to show up. They didn’t. She called Chewy. They apologized and sent a replacement, no charge. HD ….. uh uh. I called them. They said call FEDEX. FEDEX said I had to deal with HD. I called HD, they said I’m outta luck. I talked to the supervisor, and their supervisor and finally got a store coupon for the price of the ~100 dollar tool. Hours on the phone. I’m sure you know the routine. I advise you to not have HD deliver to your home. Hours on the phone for $100 when they spend millions on advertising.

View BoilerUp21's profile


167 posts in 1741 days

#13 posted 12-05-2019 03:44 PM

Purchased the 779 online and chose “pickup at store”...Lowes pulled the product and had it ready at the front. Got home and they gave me the 780 by mistake…not going to complain!

I had the black dust chute behind the blade do the same to me, but I ordered a replacement for $5…no idea how it came in contact with the blade, but took a tooth off the blade. emailed dewalt and they sent me a replacement blade at no charge.

View SteveT's profile


56 posts in 2217 days

#14 posted 12-05-2019 04:16 PM

I have the 780 also. Was your chute the piece that moves with the blade and kinda guides dust into the fixed chute?

I’m nervous about that piece now. I can’t say for sure what happened. I fell into the trap of being tired, just trying to cut a small piece of wood and not paying as much attention as I should’ve. I was only cutting a slice one inch wide and 3/4 thick. So, I thought. It is possible that I didn’t hold onto the wood, and it flew up, hit the moving chute, deflected it into the blade. Pieces shattered ALL over! It was a small piece of wood, but I can deflect that chute by hand without much effort.

Or, I could’ve gotten a saw that was returned and that chute was loose. I can’t say either way.

Something for owners of this type of saw to be aware of.

View BoilerUp21's profile


167 posts in 1741 days

#15 posted 12-05-2019 04:47 PM

mine was exact same situation. if you don’t put good pressure on small stock like that and cut through it 90%, it wants to pinch on the blade, fly up and hit that plastic dust chute piece…gotta wear glasses and maybe buy more replacement pieces, because its only a matter of time…

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