Home Depot review: delivery company/store

September 10, 2019

Hello Mr. Craig Menar (CEO),
I am writing to express both my satisfaction and utter dismay with my Home Depot experience. First, the facts. On July 17, 2019 my wife and I purchased a Samsung refrigerator from your company. What had started out as a wonderful experience went terribly wrong and downhill from there. The Sales person (SP I.d. HJZ4232 was wonderful. She helped us pick out the refrigerator by way of internet due to the item not being in your store. All was good. Painless. As it should be.
On 7/25/19 we were scheduled to receive our new appliance. We waited for hours and then finally called the Delivery Company and they stated that it was re-scheduled due to ‘over capacity'. I asked them when they were going to call to let me know and that I had been waiting hours and they said they had left a voice mail. Only problem I have no voice mail set up and there were no records of any in coming calls during this time. Re-schedule for 8/6/19. Let the games begin! Home Depot 1 /Tom Snyder 0.
On 8/6/19 No call no show! I once again had to call them after waiting 3 plus hours knowing that they only had one hour to deliver with in the promised window. Spoke with their dispatcher and I was put on hold only to be told that they could not reach the drivers and it would have to be rescheduled once again. GAME ON! Home Depot 2/ Tom Snyder 0.
By this time, I had been speaking to Manager Dan keeping him up to date and giving him the play by play. He was very understanding and apologetic for the situation. The only bright light in this whole mess. He contacted the Delivery Company and called me back with a new delivery date of 8/8/19.
On 8/8/19 No Call no show! Now it was costing me money because I had to take off from work that day to make sure I was there to receive delivery. I called the Delivery Company once again and they proceeded to tell me that "my wife had called and canceled the delivery". I was floored. My wife was never involved in the dealings with this company. I became very concerned being that someone was posing as my wife with possible fraudulent intent. When I asked them for the name of the person who called they could not tell me. I asked them to pull the recording that they keep for "Customer Service Assurance" and they refused. Something was wrong with this situation and I was just a step away from calling the Police. They then proceeded to tell me that I could not re-schedule a delivery date because I had to re-purchase the refrigerator all over again. THE SHLACKING CONTINUES! Home Depot 3/ Tom Snyder 0.
I called Manager Dan the next day. It was here when I started to get cold feet and asked Dan what Home Depot was willing to do as far as compensation to help assure my wife and myself that if we started this process all over again history would not repeat itself. Dan proceeded to explain to me that Home Depot's Compensation Policy dictates that to even enter into a compensation discussion the customer must except the merchandise for a 24-hour period. I could not believe what I was being told. How could such a policy exist? And who was it designed to protect? Not the customer. I was on the hook. I had never felt so powerless. I was faced with entering back into a deal with your company "hoping" for fair compensation or taking my business elsewhere whereas all that we had been through to this point would have been for naught. Horrible Policy. READY TO QUIT THE GAME AND GO HOME! Home Depot 4/ Mr. and Mrs. Snyder 0.
After conversing with my wife, we decided to re-enter into a deal with your company once again with the hopes of receiving some sort of compensation for all the aggravation we had been subjected to thus far and with the rational that the situation would right itself. Scheduled delivery date 8/24/19.
On August 24, 2019 The Delivery Company called and said they would be there with in 30 minutes. Could it be? Yes, they finally arrived. After dismantling and removing the Old refrigerator and removing the front door they were ready to move the new one in when I noticed something wrong. The refrigerator that was sitting on my front porch was missing the Tablet option that we had paid for. Here we go again. I called Home Depot right away to speak to any manager that would listen. The Manager told the Delivery Company to leave the wrong one there until the right refrigerator was delivered. Finally, a rational decision was reached although we would still be put out and inconvenienced one more time once the right one was delivered at another date. BENCHED! Home Depot 5/ Mr. and Mrs. Snyder 0.
The next day I get a call from Dan that the refrigerator that was delivered was the right one? Huh? We knew what we ordered. Don't tell me that the only pleasant experience in this whole mess that was mentioned in the first paragraph had now been tainted and taken away. We were doomed right from the get go. How is this possible? The right refrigerator was then ordered. New delivery date 9/5/19. Well over a month and still without the refrigerator that we spent good money on back on 7/17/19. LAST MINUTE REMAINING! Home Depot 6/ Snyder Family 0.
On 9/5/19. Delivery Driver calls and states that he will be there in 30 minutes. 1 hr and 25minutes later no show. I call the Delivery Company. They begin to tell me that the delivery was made. I assure them that it wasn't. They then try to reach out to the driver. Wouldn't you know it. They could not reach him once again. Management had no answers. I didn't expect any. Up until this point I would have been shocked if they came up with one. New delivery date 9/7/19. GAME OVER! Home Depot 7/ Snyder Family 0.
On 9/7/19 the refrigerator was finally delivered! I waited until today 9/10/19 to call Dan and finally discuss some sort of compensation for ALL the incompetency that took place not to mention all the times my disabled wife had moved furniture and emptied the refrigerator, the day I took off from work to be home for the delivery, the stress that was endured, the inconvenience's of having to plan around deliveries…. all this and more. Home Depot's answer today on the phone 10% off ticketed price! It is an insult to my wife, myself and my family who were all effected by this whole ordeal.
I will be seeking Legal Council and/or contacting the Better Business Bureau unless a fair compensation can be agreed upon. You still could right this ship that has veered so far off course. I still believe Home Depot cares about its customers although its policies dictate different.

Sincerely yours,
Thomas Snyder
197 Hillary Drive
Freeland PA 18224. Email : [protected]@yahoo.com

STORE:
HOME DEPOT
41 SPRING STREET, WILKEBARRE PA. 18702