Home Depot - Washer/Dryer Horror Story

Posted by HomeDepot_Care on 2012-11-11:

Hi my name is Sheronda and I'm with Home Depot Customer Care. Please email your order and contact information to me at sheronda_care@homedepot.com. I'd like to help resolve this for you and your daughter. Thank you.

Sheronda
The Home Depot

Posted by trmn8r on 2012-11-11:

I'm sorry you are going through this, but I don't necessarily agree with the assumption that "all Home Depots are the same". Ordering an appliance through a store and having it delivered over a thousand miles away I haven't heard of before.

Your complaint highlights the risk in accepting delivery of a damaged appliance, and if nothing else readers can take your experience as a warning.

Good luck - it sounds like you are mired in dealing with at least three companies.

Posted by Vinnie11 on 2012-11-11:

I ordered a washer from Home Depot last year and they bought it in, removed the old one for me, set it up and ran it on the shortest cycle (about 15 min) and didn't leave until they were satisfied that it was in perfect working order. I'm so sorry you were so poorly treated. The nerve of them offering $25! First of all scratch and dent machines are FAR cheaper and you paid for new, they should have replaced it with NEW. Sounds like a scam of the highest order :-(

Posted by At Your Service on 2012-11-13:

It's absolutely astonishing that a company like Home Depot outsources its delivery. The difficulty becomes separate entities all pointing at one another as to who is at fault. In this case, Home Depot becomes the retailer. They sell the product and turn it over to the outsourced delivery. The delivery team delivers the units, getting the customer to sign off and both the delivery team and the retailer are relieved of any initial liability. Now, if there is physical damage, it becomes the responsibility of the owner. And, if the unit(s) fail, the problem(s) become shifted to getting it serviced through the local, authorized service center.

Not to add insult to injury, so to speak, but G.E. is the one washer system I'm careful about promoting. Their top loading units are good, but their front loading designs have a lot to be desired. They have some inherent flaws that you'll never resolve.

Best of luck on this one. Please keep us informed.

Posted by Nohandle on 2012-11-13:

Ordering an appliance from 1000 miles away is no novelty. It's not as if it was loaded up at the local store and personally driven that distance. I would be furious if I paid that amount of money for a gift and the recipient was left to deal with the problem.

Years ago a family member purchased a matching washer and dryer set for his son living out west. He ordered it from Sears back when appliances were better made. In that small town Sears did not have a store but did have a store front for pickups. Delivery and set up could be arranged but the son wanted instead to pick up himself, he had a number of friends plus a truck, and he was as happy as could be. There were no dents, scratches or any damage whatsoever. No problem there at all.

I'm not keen on delivery folks who just want you to sign on the dotted line so they can be gone. Nothing is tested before they leave. Give me the local independent business for all services but sometimes it's not an option.

Posted by irajane on 2012-11-20:

Use a credit card when you make a purchase.

You can always question a credit card purchase with the bank who issued the card.

Then you have the Bank speaking to Home Depot. They're biggerv than the customer.

Posted by new car on 2012-11-20:

What a disgrace. But it happens over and over again especially with the big box stores. We as consumers need to stand up and say "This has to Stop". Home Depot would never have shipped over 1000 miles, they simply would have shipped from a local dealer, well, at least if they had any brains they would. Anyway, best of luck. Let's hope that the last comment from Sheronda works because it would give us all pause before we ordered large items like this from these stores. I would love to know how this is resolved.
Anon

Posted by LuvBreathing on 2012-11-20:

I too, had a major problem with Home Depot, and was getting nowhere. I google searched the CEO of Home Depot and sent several email using different naming conventions for his address. I tried firstname.lastname@homedepot.com First_Last@homedepot.com, etc. I send the email late on a Friday nite, and got a call from his personal assistant on Sunday. He was more than happy to help correct my situation. You may want to try this approach. Contacting the CEO is sometimes the best ammo. I hope this helps!

Posted by stratus200 on 2013-02-04:

You can order a machine from one state, and have it delivered to an address to a home in another state (this is highly discouraged). It is not being delivered from the purchase state, it is being shipped directly from the manufacturers warehouse to delivery agent closest to the destination address. When this happens, the customer always has to go through the actual selling store to resolve any issues, home depots are not connected when it comes to special order items due to they are purchased under a service contract with a particular store. When customers come into the home depot I work at, and want to order for delivery to another state, I let them know up front the negatives of this type of transaction, and explain to them that if they do want to continue with the purchase, that I will be more than happy to contact the store nearest their delivery destination and let them set this purchase up through them. This eliminates any long distance issues, the store closest to the delivery address that sold the items will be able to take better care of, and even go remove the items from the house for a total refund.

Posted by Kim on 2013-04-10:

I am having the same issues at 2 different stores we couldn't even get someone to help and when we did they had no idea what they where talking about. The appliance manager was not cooperative when we called to complain when it took me 2 hours to order my appliance even though when I went in I already knew what I wanted. Then I called to complain to the main headquarters and as sympathetic as she could the rep told me their was nothing she could do. I still do not have my appliances due to where I live. I ordered my set out of MA but yet the outsourced delivery company is from NY and they are just about the most unfriendly people I have ever met in my life with no consideration at all.