I sincerely apologize for having taken up so much of your time with this lengthy letter, Mr. Kudos to Abdi and the entire staff at the 800 number’s customer care. I very much appreciate his attempts, even though they have proven essentially fruitless to this point. My order experience continues to worsen, but Abdi has been trying his damnedest to help me out. He has even returned my calls when he said he would! Go figure! He has been the only one to get answers out of this local store, since all that they’ll tell me to do is to wait for the next shipment. He as intervened for me when the Garden City staff proved that they were completely indifferent to my needs. He has called to check on me nearly every 2 days since my first busted shipment. Abdi (Extension 41553) at customer care has tried very hard to rectify this situation. Now, I promised that there was an aspect of my experience that has been satisfactory, so here goes. Have they been there the whole time? Why did I have to escalate the situation to even find out that they were there? Do you even care if my order is ever fulfilled? Having said that, I am very upset that the exact models I ordered are sitting in stock at the Garden City Home Depot. Mooching off of co-workers to get laundry done is not a past-time of mine. This is something I ordered because my family NEEDS these appliances. This washer/dryer set isn’t a luxury item like a DVD player or a pair of shoes. It’s going on 3 weeks since I made this purchase. I am to report to Home Depot later tonight to inspect the appliances for damage. In addition, he informs me that delivery can’t be made until Tuesday… 4 days from now. How could they be in stock?) Justin’s response was “I wish I could tell you”. Both the first and second shipments were damaged. (When I came into the store, they weren’t in stock. This leaves me puzzled, so I ask Justin how this could be. (2 hours indeed…) On the phone, I was informed by “Justin” that there was in fact a washer/dryer set, the same models that I ordered, in stock that could be delivered. The only reason they EVER called is because I again had the help at the 800 number intervene. It is now approaching 5:30 PM, and I just got off the phone with the Garden City Home Depot. (More on them later, I will first continue with the bad…) After their intervention, I was told that I would receive a call from the store within 2 hours, and that they were searching stock for a similar set of appliances in the same price range. I am 100% satisfied with the help I’ve received from the staff at the 800 number. At this point I called Home Depot’s 1-800 number to ask for assistance in this matter. Again I was told that I needed to wait on a re-order. I called the store, spoke with a special order representative, and was told that yes, our order again came in damaged. ![]() I saw a notice of ANOTHER cancellation and subsequent re-order. When we asked if this order could be expedited, and if our order could arrive quickly, the store’s response was “Well… I hope so.” Today, May 23rd, I checked my order status online, in hopes of finally receiving our appliances soon. We were told our only option was to wait for a 2nd order. ![]() We received a call from the store informing us of this. The first time our order was received at the local store, (Garden City, KS) it was damaged. We were given a delivery estimate of 5 business days. Since they were not in stock, we made a “special order”. My wife and I purchased a set of front-loading washer/dryers on May 6th for $1,293. I am writing to express both my satisfaction and displeasure with my Home Depot experience. Here’s what Michael wrote to Home Depot’s CEO: ![]() The ‘slightly more expensive’ models ended up being $800 more expensive, a difference the manager approved “without hesitation.” She then refunded the delivery fee. She “even offered that should the only models they have in stock be slightly more expensive, that I would be upgraded free of charge.” The store manager gave Michael two options: he could keep and use the dinged-up appliances until Home Depot found suitable replacements, or he could come back to the store and pick out new models that were in stock. Home Depot’s CEO Frank Blake quickly thanked Michael for his even-handed letter, and promised that the local store manager would make him a happy customer… Michael launched an Executive Email Carpet Bomb after Home Depot twice failed to deliver an undamaged washer and dryer. Readers customer service home depot executive email carpet bomb eecb dryers kansas frank blake success stories managers TOP washers appliances letters complaints damage
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