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!
BUFFALO, NEW YORK -- Horrible Experience with Spirit Delivery. Purchased a refrigerator from Penney's. Delivery set for Saturday between 9am-1:30pm. Received a call at 10:00 stating the truck with our appliance slipped off of the road (lie #1), so they would not be delivering it that day, hopefully the next day. Called Penney's and spoke to salesman. He gave us a different reason for cancellation. He said deliveries for that day were canceled because of inclement weather (lie #2). We corrected him and explained that trucks were out, & only our truck was affected. We asked it there was any way to reload and transport. He said he would call.
He called us and stated no way to deliver, but it would be delivered the next day. We could not wait at home Sunday afternoon, so we asked if it could be delivered early that (Sunday) morning. Delivery company said yes, we would be the first on the list. SUUURRREEE!!!
Needless to say, we waited all morning for a phone call and finally had to leave at 1:30pm. We decided to cancel the order the next day. We were about 25 miles away from home that afternoon at 5:00pm when we got a call from them stating they were at our house. Gave no reason for not calling or for surprising us at 5:30pm on a Sunday afternoon, BUT THAT THEY WOULD BE BACK in 20-30 minutes.
We had to practically fly home to meet the ** truck. Then, you will never guess, after racing home, they did not arrive for another 30 minutes (1 hour total). When we asked the deliverers what happened to the truck yesterday, he said one of the CREW DID NOT SHOW UP THAT DAY. When we buy a new appliance the first thing I will ask is WHO DELIVERS THEIR PRODUCTS. If it is Spirit, I will not buy from that store. I will go somewhere else.
KENNESAW, GEORGIA -- My husband bought a refrigerator as a Christmas present for me. We have a delivery date on Dec., first week. My time frame is 8:30 a.m. - 12:30 p.m. It's already 12:00 p.m. and Home Depot told me that they are going to call one hour on their way to deliver, since it had our away. I call Spirit company to check on the status of my delivery. The Customer Service by phone are not very friendly, they sound like they bother you for asking, don't give any details, and says, "It going to be there soon," no specific time. I said, "So what happen to my time frame?" All they said is, "So sorry. We are working on it."
I am waiting till 7 p.m., as they arrived, 2 guys, one is very rude and no manners. I show him where the refrigerator is going to put and when we move the refrigerator away from the wall, he said, "I could not touch your water line," and I said, "Ok, I'll do it. Just tell me what to do." And you why, the water line just to turn it on and off like a faucet. His voice when talking is high like he is talking to a child and he said, "I am not going to touch it because it will flooding." When I turn the on/off switch, I told him, "What is so difficult with that?"
The moment he walk in my house he doesn't want to do anything. The other guy said, "Be professional dude" to his co-worker. He measure the length of the door and move my old refrigerator out in the driveway, and the 2 guys bring the refrigerator in my house, and this rude guy said, "It won't fit," after he measure my door and the new refrigerator is in my living and one more door to the kitchen. He never stop talking ** about it's not going to fit.
I finally fed up and told this guy, "You know what? You can leave my house and get this refrigerator out." I could not stand with his attitude. The bad part my old refrigerator is out in the driveway and when I told him to bring it back to my kitchen, he said, "It's our policy not to bring it back once it out." I thought he is kidding but it's not. I called Home Depot and Home Depot told them to put it back. He is so mad to put my refrigerator back.
I reschedule my delivery and guess what? This company set me an appointment and I took a day off, and they give me a time frame, and never show up. I called Spirit and they said, they are on their way. NEVER SHOW UP. I called Home Depot and canceled my order. What a horrible experience. Never buy at Home Depot.
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.
LEVITTOWN, PENNSYLVANIA -- I bought a gas range in Home Depot. Salesperson was nice and very helpful. Home Depot should end contract with Spirit. They sent subcontractors for delivery. So many good people looking for work and you hire the laziest people who don't do their job right employees. All of these terrible reviews don't shape anything new in this company.
My delivery was today. 2 guys parked their truck far away from my house even on another street. They did it because they didn't plan to do anything. The guy came in and told he can't connect new range, because it's no ceramic tile under the old one? He gave me the option to drop a new, but not connect it.
I asked him to wait until I will talk to Home Depot, they told they're busy and run out from my house in 3 min. I called to Spirit Co. and asked them to bring my range back, and my friend can do connection, but they never came back, and I have to wait for another delivery another week. Home Depot will lose their customers.
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.
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.
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.