This is the second delivery issue I have had with Home Depot in the past two months. I have a ten pound lifting restriction due to a medical condition. I am willing to pay the delivery charge, but, I must also asked family and friends to assist with getting the delivery item into my home.
The first was a damaged, torn box and missing parts for an arbor for my daughters wedding. I had to return the arbor to the store due to the extensive damage. I had to get some one to assist with placing the item in my vehicle and did not receive any assistance from the Home Depot staff in the parking lot (they could not be located).
The second order is a 40 foot ladder with a total sales price of over $500. I was informed by the delivery Co. that the ladder would be delivered on Friday, September 9th between Noon and 5 PM. I was to receive a phone call when the driver was 30 minutes away from my home.
At approx. 4:50 PM, I called customer service which was busy for over 10 minutes. I decided to use LIVE CHAT and after several apologies and cals to Falcon delivery, our live chat was disconnected at 5:55 PM.
A little after 6 PM, I received a phone call from someone indicating that the ladder was not placed on the truck. However, after an apology, I was asked what time on Monday Falcon could deliver the ladder. I told the rep it had to be after 5PM due to the need to reschedule my son to assist me with putting the ladder away at my home. She ind. that I would receive a phone call RIGHT Back. I never received a follow up phone call.
Today, at 8:30 AM, I called SEKO who transferred me to Falcon. I was told it was very difficult to deliver to my rural location from Beltsville (due to rush hour traffic and the driver having to get back in the evening), however, they asked what day was I available and indicated I would receive a phone call within an hour to reschedule.
My point is, what about me having to reschedule my work, reschedule assistance at my home and my inconvenience (wait around for 4 hours and no one calls or shows up at my home on Friday). I am the customer and should not have to cater to the need for the delivery Co to get back to Beltsville.
Home Depot customer service should handle these issues. It should only take one phone call to one company. HD should be catering to the customer no the other way around.