FRANKLIN, MASSACHUSETTS -- I recently bought a new washer and dryer from the Home Depot, as my washer had completely died. My delivery was scheduled for a Friday, with a delivery window of 3:15 to 7:15. The company's policy is to call the afternoon or early evening the day before to give customers their estimated time frame.
The truck got to my house around 7, and I asked the delivery driver to meet me in the back of my condo at the bulkhead. In the 30 or so seconds it took me to get from my front door, through the basement, and out the bulkhead, I heard raised voices. When I popped my head out, I heard the delivery driver saying “None of your ** business who I am!” and “** you!” to my neighbor. I missed whatever interchange happened between my neighbor and the delivery person, but I can't imagine any scenario that would cause a professional to devolve into such profanity within 30 seconds.
I intervened, and told the delivery person that I am 7 months pregnant, and my washer has been dead for a week, and that I just wanted the appliances to be delivered stress-free. The delivery person informed me that “No, you're not getting your appliances now, and it's all HIS fault” (pointing to my neighbor). He then got in the truck, and drove off, my washer and dryer still on the back of the truck.
I then found out, after being on hold and on the phone for the remainder of my Friday night and most of Saturday morning, that the delivery company, Spirit, is a 3rd party contractor for Home Depot. I talked to several Spirit employees that night, and they offered no apology. They said the best they could do was to reschedule for the following Tuesday. I explained that I already had to take time out of work for the first botched delivery, and that I couldn't take another day off. They said that there was no other option.
Because I couldn't take another day off from work, my father offered to take the day off from his job on Tuesday to wait for the truck. This time, the window was supposed to be 7:15-11:15 am. After my shift ended at 1, I called my father to see how the delivery had gone. He said they never showed up. Spirit hadn't called me or tried to reach out in any other way. I called, of course, and sat on hold for 40 minutes before someone answered. When the person answered, they told me that my “appliances had never made it on the truck in the morning”. Though they knew all about this, they never bothered to even call. They said they would have to reschedule...again.
Meanwhile, I am also dealing with Home Depot. They have been much more receptive and helpful, but the end result is that I now have to take another day off from work on Friday to wait for a delivery that may or may not come, from a delivery service that has already proven itself to be sub-par in terms of professionalism, punctuality, organization, and customer service.
Since last Friday, I've spent hours on the phone with different customer service reps at both The Home Depot and at Spirit Delivery. Spirit has a 1-800 number, but callers are immediately put on hold. I've been told that I'd get a call back from certain managers, and of course, I've not gotten return calls.
They've told me that they have no voicemail or email service, so I can't leave VM for or send email to any of the supervisors or reps I've talked to. Which means that every time I call, I have to repeat the same information over and over again. This is one of the most frustrating experiences I've ever had. If you're considering buying an appliance from The Home Depot, find out if the delivery company is Spirit. If it is, steer clear and buy your appliances elsewhere.
MACON, GEORGIA -- The first experience with this company resulted in them refusing to install a dishwasher and then claiming they were going to leave with my fully paid for dishwasher since they didn't install it. I called the Sheriff and let them know that if these guys drove off with my washer I wanted them stopped arrested and charged with stealing property.
At the same time called Home Depot to inform them what these guys were up to and how I didn't appreciate the foul language used when I told them they were not leaving with my dishwasher, because "surprise guys, I'm darn near fluent in Spanish and your mouths should be washed out with soap. Hope you don't kiss your mothers with those mouths." Ended up having a Home Depot employee from a local store being sent to my home who installed the dishwasher without problem in an hour, by himself.
Decided to not blame Home Depot for the debacle, especially since they made it right and compensated with a gift card. So this time ordered an over the range microwave. Took the old one down, removed old mounting plate and made sure area was clear since delivery was to take place Saturday September 10th between 1:45 and 5:45 p.m. At roughly 2:30 Spirit Delivery office calls saying the driver will be delayed an hour or two because the radiator went out on his truck. I say okay, even though I'm thinking what delivery company doesn't have a backup truck.
An hour later I get a call saying they are having a hard time getting the truck fixed so there will be no delivery today. Wait, what? Can we deliver it Monday? No! The point of the Saturday delivery is because I have to work! I can get home from work before 6:00! "Well the best we can do is give you a window of 4:00 p.m. to 8:00 p.m. and put a note on there asking the driver to not show up until after 6:00 p.m."
"I'm sorry are you telling me that because you, a delivery company, failed to maintain your delivery truck properly, failed to have a backup truck available, and didn't have some sort of logistical plan in place, I'm supposed to get docked pay at my job???" Sigh, I've been waiting for this for a week now, so fine. Also spoke with Home Depot who also said "we will make sure they deliver it Monday after 6:00."
What do I get, a phone call at 1:30 p.m. today saying "we're on our way to your house." "Uh no you're not!" Delivery is supposed to be between 4 and 8 and a note is on there to wait until 6 or later! They didn't tell me that. Not my problem, "so at what time will you be bringing my over the range microwave back to my house today?" "We won't be coming back, we'll be on other side of town."
I call Home Depot completely angry. Home Depot says, they can deliver it again this Saturday. You know what, cancel the order. I'm done with Home Depot. Purchased via Best Buy and the local guys will bring it tomorrow. Done with Home Depot and will never use them for any appliance purchase again! If they want my business again they will find a better company than Spirit Delivery. Clearly that Spirit died a long time ago!
FRANKLIN, MASSACHUSETTS -- I ordered a refrigerator from Home Depot. I waited a week to get it delivered. Once my delivery time came and went I called to see where they were only to be told "your fridge never made it on the truck". NO phone call, nothing! I argued with them for several minutes and was told I had to wait ANOTHER week for a delivery. I demanded a early delivery time since they were incompetent and never delivered.
I received a call today and my time is between 2-6! I called and was passed around then finally told to call the warehouse to change it. I called the warehouse and was rudely told I cannot change it. Needless to say I cancelled that order and made sure to tell Home Depot how horrendous that company is and that was why I was cancelling order.
Worse company ever. Delivery and customer service representatives are horrible. Nobody know nothing. Hardly speaks English and very unprofessional. Spoke with customer service rep: Santiano who refuse after 3 attempts to let me speak with a supervisor then finally a supervisor Angela gets on the phone, who then gives me a number for a manager Nicole. Never received her voicemail. Waited on line again for 15 minutes, got Angela again and said she had no idea; and did not know I would not be able to reach the manager.
This company is the worst I ever dealt with and I am and will be having channel 10 investigate their practices. Along with all the complaints reviewed online about this company. Horrible, Horrible, Horrible company!!! You can reach their corporate office at 877-438-7747 option ** one of the managers Nicole.
I purchased a KitchenAid dishwasher from Home Depot last week. Was told the delivery date would be January 4th. Had to call to get the delivery time from the Spirit Delivery Company. Was told it would be between 7:30 - 11:30 am on January 4, 2015. Made the arrangements to be home during delivery time. Received a call at 8 am that morning to deliver item within 30 minutes. At 10 am, I called company to check on driver. Maybe he was lost or in a ditch?
I was told they attempted to deliver but no one was home. They were at a home with a brown door. My front door is black. Then tried to work with them on setting up a new delivery time. They were never able to get in touch with the driver of the truck to get him to my house. As of 3 pm, I had not heard anything from the Spirit Delivery company and have read all the horrible reviews online. I have returned my KitchenAid dishwasher to Home Depot and gotten a refund. I also went to my local mom and pop appliance store and will be receiving a delivery soon. I paid $90 for delivery at the mom and pop store. Well worth it. READ all the reviews people. Lowe's uses one just as bad.
FRANKLIN, MASSACHUSETTS -- Wasted 4 days waiting for my appliances. Took days off from work and nothing. Lied to and told to wait and they never showed again and again and again. Called headquarters and even more a mess there. Never would use them again. EVER.
PA/NJ, NEW JERSEY -- Replaced all our kitchen appliances and washer dryer, Spirit did damage to the back splash, the microwave installed incorrectly and held up by one screw. Never leveled the gas range. Told me the opening for the fridge was only 35 1/2 inches. Funny how the 36" fridge fits just fine. Borrowed our tools and step ladder, left wood shavings all over.
When we called to complain they were extremely rude, never followed up and now dealing with insurance companies. We refused to sign off on the installation and wanted to write comments on the document. The installer refused to let us do so. We had to call the police to extract him from our home. Do not let this company in your home.
TOMS RIVER, NEW JERSEY -- In July I went to Home Depot and ordered a new washing machine. I was told that delivery would be in 4 business days. On the date of delivery, the driver called my home to tell me he was running 1/2 hour behind schedule but would definitely be there with my new machine. After waiting an hour, I called the customer service number and was assured the delivery was coming. I waited another hour and 1/2 and called again, I was again assured the machine would be delivered.
After another hour or so, I attempted to call the driver on his cell phone (which I got off my caller ID) and the call was unanswered, so, I called the customer service number again and was told "The driver will continue to deliver until the truck is empty. They are not allowed to return with any items on their truck." (At this point it was after 10:00 PM.) I waited until almost midnight before I gave up hope.
When I called the customer service number the next morning there was no apology. I was told my washing machine would be delivered in another 4 to 5 days. I immediately called Home Depot and the store manager called for me and was able to get my machine to me within one day.
In the meantime I spoke with Spirit who finally apologized and offered to give me a refund for the trouble their employees caused. I have been waiting for months now. I have called and spoken to several different people, all who promise me the same refund, but as of today, I have still not received anything. The employees are less than pleased to help and the management does not follow up on their promises. I feel that this company is not trustworthy.
CHESTER COUNTY, PENNSYLVANIA -- We special ordered a refrigerator from Home Depot through its website. Spirit Delivery is apparently their national third party contractor for appliance deliveries. Delivery was scheduled for the following Saturday. Spirit would not give us a time until the evening before, and even then would confirm only a four hour window. Follow up call was received Saturday morning from Spirit indicating that drivers were 30 minutes out. Some 45 minutes later and there's still no refrigerator.
Then we receive a phone call from the Spirit Delivery dispatcher. Truck driver is parked at the end of our driveway and is unwilling to drive down our driveway because the driveway is long and he can see snow on the driveway. None of this should be shocking to Spirit's people because it, in fact, was snowing lightly on the date of the scheduled delivery. Further, we live in the Northeast where there has been an unusual amount of snowfall this year, so the ground on either side of the driveway has 7-8 inches of standing snow on it.
That said, our driveway is level and paved. It has been plowed since the last significant snow. My wife and I have been driving up and down the driveway for the last several days without incident. Moreover, I have used ice melt in the section of the driveway near our home so that area is largely free from ice. All of this is relayed through the dispatcher to Spirit's delivery driver. Still they refuse to drive down our driveway.
Although Spirit offered to reschedule delivery, they would not tell us when. Presumably, we are supposed to wait for the Spring thaw when I'm sure the excuse preventing delivery will be that there are grass clippings or something on the driveway. Net result: we have canceled our order with Home Depot. We will NEVER order another appliance from Home Depot that requires delivery for so long as they are using Spirit as their contractor for deliveries. Spirit has wasted our time and my family must go another week without a refrigerator.
Further, Home Depot is making the process of canceling the order and getting a refund unnecessarily tedious and drawn out. Home Depot claims that they cannot process a refund until the refrigerator is returned by the delivery vendor to the warehouse. Even then, the refund won't be processed automatically. Home Depot is placing the onus on us to call them and confirm whether the fridge has made back to the warehouse. Thereafter, we must coordinate a refund with the local store even though the order came through Home Depot's website.
Horrible experience. Steer far clear of Spirit. Think twice before purchasing a major appliance from Home Depot if you require that it be delivered. I suggest before purchasing any appliance for which delivery is required that you inquire after the identity of the third party delivery contractor and go elsewhere if they are using Spirit.