DOTHAN, ALABAMA -- As I sit here, shaking in total disbelief and anger, I struggle to find the words that will convey my disgust and disappointment over how my whole appliance purchase experience has turned out. I now have a manager who has lied and said that I "threatened to chew out associates" who were scheduled to come to my home and pick up the malfunctioning dryer that was delivered last week. I now am apparently expected to knuckle down to another manager in order to have this appliance picked up?? What, do I have to kiss his shoes or something? Are you KIDDING ME??
Yes, apparently "Chris" believes the lie that "Jackie" said, and has refused to pick the appliance until I speak with him directly due to "associate safety concerns"... I find this out after 6pm, when he has gone home for the day, and while I'm trying to find out why this dryer is still in my home after waiting for hours for them to come. I cannot have my money back, which is needed to purchase a WORKING dryer, until the store gets back the NON-working dryer, but they won't come and pick it up!! And did I receive any call telling me I'm being held hostage, any message or call at my home or on my cell? NO, I did not.
I sat here, waiting and ready to follow the truck back to the store, all my paperwork in hand including proof that the funds have cleared my bank, just so I could get my refund and go buy a dryer. Yet one more time I have been incovenienced by your company and its associates. I never threatened anyone, whether it be physically or verbally. As a matter of fact I stated repeatedly that I am only 5'3" and unable to move the dryer myself without damaging it especially when I was challenged with "Why can't you bring it back yourself?!". Ummm, I think that's why I PAID TO HAVE IT DELIVERED.
My SUV won't hold it, neither will my car, so I think my only option was delivery. Plus the fact that I'm a 5'3" woman and can't manhandle appliances. But I guess it's okay for YOUR people to be confrontational, just as long as the wronged and inconvenienced, AND PAYING customer doesn't get confrontational!! What I did say, and I don't have a problem telling the truth, unlike "Jackie", is that she needed to warn her employees that I am very pissed off, and that I am a **, to which she responded that I must be very proud... No, just honest, but way to improve my mood, smart aleck.
What do you all expect, that I throw my arms lovingly around your employees, offer them milk and cookies, and carry the dryer out to the truck on my back??? After the experiences of Friday, I was truly the angriest I have been in a while, and I told her that I wouldn't be nice. As in, "There's the dryer, let's go." Can you all be SO absolutely oblivious that you expect anything less after being sent a defective product, being lied to about it being fixed on Friday, and then finding out that if I wanted to return it I only had 48 hours to do so?
I call to try to get it taken care of, and all "Jackie" can do is whine and moan about being short-handed, her people taking off work because of schools closing early, etc. Again I ask, as I did in my first email, how is this my problem? It's not, it's hers, and by connection yours. Why couldn't she have tried to find another solution, like a Saturday pick-up. Surely school being released couldn't be used as a reason on a Saturday, or maybe the management is just so poor at that store, that it could have, I don't know.
But I know that when YOU screw up, YOU fix it, YOU don't make it worse, which is all that's happened each and every time I've tried to get this dryer out of my home. Please, for the love of GOD, just get this dryer out of my home, give me back my money, and I can promise you'll never see another penny from me, my friends, or my family.
SURPRISE, ARIZONA -- We purchased a Maytag refrigerator from Home Depot on June 16, 2008; it was delivered to us on July 1, 2008. We noticed that the refrigerator compartment was too cold, no matter what setting we put it on - we threw out a bunch of lettuce and other produce that was ruined when it froze.
We scheduled service through the Maytag website and on July 15, Able Appliance came out. They said the thermostat was bad, and they needed to order a new one. They came out again on July 17 and replaced the thermostat.
On July 18 we woke up to find our refrigerator was warmer than it should be. I scheduled service through the Maytag website again, this time with Reliance Appliance because Able Appliance was on vacation. They came out on July 21 and said the damper had been detached when the thermostat was replaced, and they reattached it. On July 22, we found that the temperature was still in the upper 40-degree range. We called Reliance again and someone came out on the 22nd to recalibrate the thermostat. By the afternoon of the 22nd, we saw that the temperature was still not going down, so we called them and were told to give it 24 hours to cool down.
On the morning of the 23rd, it was still in the upper 40-degree range. Reliance ordered yet another thermostat for us. They came out on the 25th and replaced the thermostat a second time. The temperature did not change, and on the morning of the 26th we saw that it was still in the upper 40s. In the meantime, we threw out all of the food that was not safe to eat - an entire refrigerator full of meat, salad dressing, cheese, dairy products, etc.
After the second repair visit, I called Home Depot only to be told we could not return the refrigerator without prior approval from Maytag. When I called Maytag, they told me that the food I had thrown out wasn't their problem, and there was nothing they could do other than schedule a repair visit. I called Home Depot again and they said "Maytag has to approve it, we can't take it back."
I called Maytag and they said "A tech needs to call Techline before we can approve a return of the refrigerator." I did get the tech to call Techline on the 25th, so there is now a record of that with Maytag. However, it is now the weekend and Maytag does not have anyone available to make the decision to allow our return. After being without a refrigerator for over a week, having to sit home for five service visits (each time with a four-hour window that we had to be available), and throwing out two batches of food, we had had enough.
We took our paperwork to Home Depot and spoke with the manager. He told us he had called Maytag, but they were closed for the weekend and there was nothing he could do - he would not take the return and issue a refund until they approved it. We told him we would then be considering filing a dispute with our credit card company, and he said "Well, you could go that route." We have filed a dispute and at this point are awaiting the paperwork from the company.
We could not go any longer without a reliable, working refrigerator, so we went to Lowe's and found a nice one made by General Electric that will be delivered today. We find it ridiculous that we have been expected to waste five days waiting on repairmen for a refrigerator that clearly has bigger problems than a broken thermostat. My husband and I are both teachers, and we have to return to work soon. We will NOT be taking days off work to wait for someone to repair our fridge time and time again.
We would like to return the refrigerator and receive a refund, but Home Depot is not willing to do this for us. Maytag has made us jump through many hoops in the hopes of getting the refund, and we feel we have given them more than enough chances to fix our refrigerator. Five visits in 8 days for a unit that is less than a month old is more than can be reasonably expected.
We are out time (5 visits X 4 hours = 20 hours of sitting around waiting for repairmen) and we are out food - at least $200 of food was thrown out due to a bad $600 refrigerator. We are lucky that nobody has gotten sick from eating spoiled or contaminated food. We are ready for this fiasco to be OVER and we have vowed never to buy another Maytag or shop at Home Depot again.
TAUNTON, MASSACHUSETTS -- Last month I purchased a dishwasher through them and asked TWICE if I needed a plumber for the installation and was told both times no. I purchased the necessary items for the hook up. It was replacing my old one which was installed when I built my home in 1992. I also informed them the old one was built in under the cabinet.
A delivery date was set for Thurs then they called and said they couldn't do it then after I took time off from work losing $300. OK, we'll go along with the new day of today (Sat.) The guy shows up and says he can't hook it up and I need a plumber!! He then leaves with my dishwasher and tells me to make an appt with Home Depot for a plumber!!! I call Home Depot and ask for a refund as I'll go elsewhere since now this runaround is too much to swallow. They inform me they can't refund my money as the card I purchased it on was canceled this past Monday due to fraudulent charges. They want to charge me another $155 PLUS the cost of a permit for them to install it.
This runaround is now going on for almost 3 weeks and I still have no dishwasher or refund. They want to drop it off Weds and just leave it in my foyer leaving me with the dishwasher and nobody to remove the old one which was supposed to be removed for free by them. I was planning in redoing kitchen by them and now they made it so I'll take my business elsewhere, thank you very much!
Home Depot SUX and I will NEVER give them my business again. Just to note, I also took today off for this delivery which has me losing $600 for a $300 dishwasher I don't even have!!! What's the bets they screw up the delivery next Weds???
On January 6, 2010 I made a phone call to the warranty company about a problem I was having with my Maytag refrigerator that was not cooling. I had purchased this from Home Depot. The warranty company (Assurant) called a local service company to come out and look at our refrigerator. After waiting for a few days I decided that the service company was not coming so on January 13th I called back. The warranty company called another service company that did come out on January 18th.
The tech said the fan was not turning and that was the problem. He told us to wait for a couple of days for the unit to stabilize and it should start cooling. It did not. We called the warranty company back and they sent another tech out on January 21st. He discovered that there was a broken part in the freezer and there was not repair part for it. I called the warranty company to find out what was to happen at this point. They said they would have to further research the matter and let me know. At this point my food is spoiled and I asked for reimbursement. They sent a check for $200.00. The situation looked promising at this point.
I called the warranty company again and reminded them that I had been without my refrigerator for more than 15 days. I was told that they were still looking into the matter. February 15th I still have no reimbursement for my refrigerator. I personally believe this is some sort of stall tactic in not wanting to honor the contract. This has convinced me that I will never purchase an appliance or a warranty from Home Depot again. I will not hesitate to let anyone know of the experience I have had with the warranty company contracted by your company.
Here is a ridiculous story of an attempt to buy something at Home Depot. I ordered appliances online with Home Depot. Delivery date was 11/1/08 (Saturday). Home Depot was a no-show. No one called me. I called "customer service" but they closed. I called Sunday 11/2 and was told I could find out what happened by calling GE in MO on Monday. I called GE in MO on 11/3 and was told, the drivers' "notes" weren't in yet and to call on Tuesday.
I called GE in MO on Tuesday 11/4 and after a long time on long-distance hold was finally told the truck broke down. I did not believe this given that I was dealing with two multi-million dollar companies. So I called Home Depot and cancelled the order and was told the appliances had been delivered on 11/1/08. I assured them they had not. I gave my credit card info and was told I would have a credit in 72 hours (11/7). On 11/8 I received an email that my credit card would not be charged. It was.
On 11/20 I emailed "customer service" that the charge was still on my card. I called my card holder but they said I had to wait 30 days. I got a message from Home Depot that I needed to call to process my refund. I called Home Depot the next day - 11/21 and was told that my card would be credited less $79 that I had to obtain by submitting a rebate form for delivery charges. I explained that I didn't receive a delivery and was told that the "computer did not allow" this to be refunded.
I obtained the form online, which states that it would be fraud under 18 USC 1341-42 to submit the form since I did not receive the merchandise or the delivery service and that it would take 6-8 weeks to receive the refund for service I did not receive. Now I have to submit the form - fraudulently - so I can preserve my 30 day limit to submit and I must send a formal dispute to my card holder requesting that they resolve this in the required 30 days. By the way I ordered appliances at Lowe's on 11/4 and they were delivered on 11/7. I had already waited 2 weeks for the Home Depot to make the no-show delivery. I suggest you shop at Lowe's.
EASLEY, SOUTH CAROLINA -- In Oct, 2012 my LG washer would not spin the water out of the clothes, constantly spun it to the floor and made a grinding noise. I had complained to the warranty company ASSURANT and had "repairs" done for nearly a year, to no avail. A&E repair service was always the one to come out. I have nothing good to say about A&E. They said I put in too much soap, etc. It was always me. I tried to comply with their 5 minute assessment of my problem; however the LG washer NEVER WORKED CORRECTLY.
When I pulled the washer out for repairs in Oct. I realized a 4'x6' of my floor had caved in. A&E said that the drum bearing was bad and MAYBE that was why the washer leaked on my floor! YA THINK? Seven appointments, seven days off work, four last minute cancellations, three actual visits, over $1400 in "repairs", six weeks later and the thing still did not work. A&E closed my order saying "it was complete" and it STILL DID NOT SPIN AT ALL!
Assurant could not help me, A&E was not helpful and I was spending $35.00 a week at the laundromat. I went to Home Depot, where I purchased it, and spoke to the store manager (**). Home Depot you better keep this man he is wonderful! He verified my tale of woe and did something unbelievable! He gave me store credit for the original purchase and paid for another five year warranty. I was floored but will always be a Home Depot customer. It still took several weeks to get my new washer and I still had to pay out of pocket $70 for the washer but I was happy! It took a week and a half to order one and it was so badly damaged it had to be re-ordered.
It is the end of Dec. 2012 and I am washing clothes at home again. Thank you goes to ** of Home Depot in Easley, SC. BY THE WAY THESE WEBSITES WORK, I went on pissed consumer and Assurant saw my complaint and paid for my floor repair. I was still out the money for 8 weeks of laundromat at $35.00 a week but Assurant really did their best to make up for not listening to me for months. A&E STILL HAS DONE NOTHING AND I THINK THEY SHOULD HAVE TAKEN CARE OF EVERYTHING! Thank you to ** at Assurant.
As far as appliances go, Home Depot is basically just a 3rd party contractor. They don't actually carry most of the products you purchase and they don't do any of the installation. I purchased a washer / dryer through Home Depot. Paid extra for the installation. I believe it was $19. Temco came to install the washer and dryer. However, the dryer was damaged and sent back to the manufacturer. This visit was rather pleasant even after the shortcoming with the damaged dryer. They installed the washer, were very friendly and answered all my question. They actually took their time and did everything right.
The 2nd visit however was horrible. 2 different guys came to install the dryer. They were in a rush. They installed the dryer even though it did not properly fit the base it was sitting on. There was a chance the dryer could tip over since the base was about 1" short. Meaning the 2 front pegs the dryer was on, was sticking out 1 cm off the edge! They told me get some 2x4 to balance it out and left. Wow...
I didn't have any 2x4 but I did have a nice piece of wood that would cover the base and extend the footprint by about 2 inches. So I had to remove the dryer, place the piece of wood on the base, and then place the dryer on top of the wood. While moving the dryer, the entire duct fell off. They didn't even screw it on tight. So instead of venting outside, a good amount would have vented into the garage.
I also manage to get my fingers bloodied up because of the way they cut the vent. I basically had to clean up their work and put some duct tape around the edges of the duct to finish it off after adjusting the clamps on both sides of the duct. Everything seems to be working fine but I still believe the duct isn't 100% venting the dryer to the outside. Also, there are some leftover parts from the installation. I guess some of the parts didn't fit so they just left it out. It's basically a piece of fitting that connects the duct to the outside vent.
ROSEVILLE, MICHIGAN -- My complaint lies with Home Depot's contracted delivery service. The drivers on the first delivery were alright. The Maytag washer we purchased did not work, kept filling Hot Water, would not stop. I can understand that sometimes this sort of thing will happen, Really I do. My complaint lies with the service and how they can't get their story straight.
The drivers left the washer and a re-delivery of a working washer was scheduled in 2 days. I was told I would be called ahead. No call. I did not become immediately concerned as the original drivers called twenty minutes ahead from the stop and I had not received the 4 hour window call that I was told I would get, so I figured this would be the same thing.
Later into the afternoon I called. I was told they did not have my phone number to call me (it was given) so they came and sat outside the house for twenty minutes. I, since I was stuck home all day for the second time was outside all day (it was very warm) re-doing my front yard raised flower bed. When I told the lady this on the phone, the story was that they "tagged" my door after twenty minutes and left. (Again, impossible as I was out front all day). I asked why they did would they have not simply knocked on the door if they were sitting there that long, was told they don't do that.
What??? They will sit outside a home, and eventually "tag" the door but won't knock on it? I expressed my feelings of disbelief of that statement, it just does not make sense. Why would they not call their dispatch to check and see if they got the right phone? When I restated that I was out front all day anyway and it was impossible that they were parked out front for twenty minutes, the story changed that they must have had the wrong address. What??? Are these people third graders earning a few bucks for a field trip or what? They certainly have a problem with their stories.
Now I am told I have to wait 3 more days for a delivery. That's 3 wasted days stuck home all day. Terrific! Home Depot... Better ditch these folks, they don't care about your operation and certainly not your customers. You are the one who will be losing business. I am sure I am not the only one with this problem.
Funny thing, Home Depot will spend millions on advertising, price match anyone in town, have extremely competent employees, as well as management just to get me into the store but will allow the ball to be dropped at the one yard line by their incompetent delivery contractors. I for one will not buy from Home Depot again. Hello Lowe's, I need more appliances among many other home related products.
No where left to go with this, they brought out a new washer, thats all I wanted.
GROVE CITY, OHIO -- My wife and I purchased a home and went right away and purchased a kitchen which included stainless steel stove, refrigerator, microwave and dishwasher for what we thought was a great deal from Home Depot. The following week the delivery came and the stove was fine. The dishwasher didn't have the clips to complete the installation, the microwave was bashed in on the side and the refrigerator had a ding on the right door. We found out that the replacements would be delivered two weeks later. The refrigerator that was damaged was left with us until the new one could be delivered.
We went to Home Depot and ordered the next best microwave so we could have the installation sooner and not have a hole in our wall where the microwave should have been. The company came out the following Tuesday (I had to take another day off of work.) and installed the microwave. A few days later the kids were playing in the basement and heard water dripping. I went down and took a look and saw the water. I called our home warranty company and they scheduled to come out the following Monday.
They got there and could not cut into our walls to locate the leak so I did it (another day off from work). I traced the leak to where the installation crew put an anchor bolt right through a 3" riser drain pipe that services two bathrooms. Every time we took a shower, a lot of that water was going to our finished basement. The installation company did come out that night and repaired the pipe and patched up all of the drywall and installed the microwave correctly this time. But now they have to paint and everything because of this.
Now on to the fridge! I was supposed to the fridge delivered today. They stated that they called me twice but I have no voicemails or record that they called and said that I have to call and reschedule. UGH. I just raised such a stink that they are now coming out in the evening to deliver the fridge. My personal experience had tainted my taste for Home Depot and the delivery/installation company. If you buy appliances just have them deliver to your kitchen and do it yourself!
I ordered an appliance from their website for my parents and set the delivery date for Wednesday. Due to the weather conditions, I received a call on Tuesday and was told the delivery had been reschedule for Sunday! Not their fault because of the weather, but a major inconvenience since they have set Wednesday aside.
Received a call on Thursday that I couldn't answer. Got a voicemail stating the person didn't know who they were calling and what to say. Called the number back and it was an automated machine for GE delivery. WTF? Called the GE delivery line, was told that computer shows our delivery was still schedule for Sunday, but that it's possible it could be delivered Friday. Again WTF?
They set Friday aside, but the weather got worse so no delivery. Understandable. Called Friday to see what the delivery date now was. Was told the system still showed Sunday and that it will be delivered Sunday. Got a call Saturday at noon stating that the delivery would be made in the next 20 mins. Luckily, my parents were home to receive the delivery. If they hadn't, idk what would have happened.
Based on other complaints, it would have probably been left on the curb, idk. They delivered the item, and initially refused to take the old appliance away, which was guaranteed on the HD website. Maybe because my parents were older, they thought they could get away with that. After going back and forth with my father, they finally took the old appliance away.
I know the weather played a huge part in this, but the delivery process was handled poorly. Got 3 different delivery dates and it was delivered on a different date. No call until 20 minutes before it was going to be delivered. Initially refused to haul away our old appliance when it was guaranteed. May not be Home Depot fault since it was GE delivery, but still a HORRIBLE EXPERIENCE. Will stay away from next time.