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.
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.
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.
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.
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.
VERMONT -- It is not about Spirit Delivery people not being on time, being late or taking more than few days to deliver goods. Reading all the bad reviews I am just reminded of what is happening to me right now. They are rude. They are unreliable. They are one bad company. I was told of my delivery day before. Delivery 'window' came and went. Nothing. Called them next day. No sorry, no we feel bad, just a new delivery date. This one 5 days after the first one. Took time off again to wait for these jokers.
Got a call at 10 PM (that's right 10 PM) asking me if I would like to reschedule. I said no. Next call came at 12:30. Half hour after midnight. Would I care to reschedule now? I said no! That is last I heard from them. It's now days later. I have contacted Home Depot. Thinking about canceling order. P.S. I also left two messages with both dispatch and warehouse. No callback.
I do not think of myself as the center of the universe. I just want to be able to go on with my life. I have cleared room for my delivery. Now when I need to use laundry I have to walk outside of my house to get into my basement. Cannot afford any more days off! I need an onion or a can of beans. Sorry, walk out, open metal trap door and get it. And did I mention that the light switch is on the top of the stairs? Go back into the house, lights on, back out through the metal trap door (yep it's raining right now so I have to keep it closed) and have to make sure to carry a list of things I need, because I have had it with this outdoor laundry/pantry/tool room.
FRANKLIN, MASSACHUSETTS -- I ordered a clothes dryer with installation and removal of my old dryer. Spirit delivery services showed up on time and refused to install the steam hose on the dryer, at first they told me I didn't order the parts. I told them I did and they then gave me the hoses, but refused to install them as they had a policy not to disconnect the existing hose from the washing machine. I offered to disconnect the hose, but wanted to make sure the steam function worked.
The delivery person became rude, told me that I had to sign a waiver of installation or he would take the dryer back, as I was talking to Home Depot customer service, delivery person refused to talk to them and began pulling dryer back. It got so contentious I almost called the police, as I had already paid for the dryer. I signed the waiver under duress!
Home Depot acted in a helpful manner. Spirit Delivery is the worst experience I have ever had. Rude unprofessional and will never allow them near my house again! They told me that they had 20 more deliveries and were not spending any more time at my house and forced me to sign the waiver. They were out of Providence RI. Beware of this company.
WOODSTOCK, GEORGIA -- Can you give a negative star rating? This is absolutely the worst delivery service. Had delivery scheduled for Saturday. No show, no call. Of course closed on Sunday. Called Monday and was told that they will deliver it today between 3:45 pm and 7 pm. They called at 4 pm and said they will be here in 30 minutes. Rushed home from work early, waited and waited. No delivery. Was told they ran into installation problems at another stop.
Then Spirit called and asked how our installation went. WE NEVER GOT THE DISHWASHER. They said the driver installed it and then they left. NOT AT MY HOUSE. They deliver for Home Depot and Best Buy. Ask to use a different delivery service if you buy from of these retailers. UNBELIEVABLE.