Home Depot Complaint - My Home Depot Customer Service Nightmare
RANDOLPH, MA, MASSACHUSETTS -- On May 2, 2006 I happily purchased a patio set from Home Depot (on line). It was delivered on June 6, 2006; I anxiously opened the box and started taking out the furniture; only to find that the two chairs which go to the 6 piece patio set were broken.
I called Home Depot Customer service on June 7, 2006 at 9:10am and spoke to Magdana regarding my two damaged chairs; she claimed she could not assist me so transferred me to Ashley (9:20am). Ashley said that I should repack the entire set and they will pickup and send out another set. I told her the box was damaged, it was wet, and could not get the entire set back into what I had left of a carton. I told her I would take the two chairs to a store near me and exchange; oh no she said, you can not do that, we are a separate division from the stores. After much hassling with Ashley, she put me on hold and came back and said, just wrap up the chairs and we will pick up and replace with two new chairs. This should take approximately 5 - 7 days. So I waited for the replacement chairs to come.
As of June 20th when I still had not received such chairs; so again called the customer service people to find out where they were and when to expect them. I spoke to someone named Tenesa who claimed there was no tracking number, so could I please call back tomorrow, June 21 and they would have a tracking number for me. I called on June 21 at 9:17am (ET); after several minutes on hold I was finally connected to Latiana who informed me there was no tracking number; and that the furniture had been shipped on May 26; which I told her was the original order; not the replacement chairs. So she told me she could not assist me; and said she would transfer me to Home Depot Returns, and in case something happened gave me the phone number 877-467-3362. I remained on hold with Home Depot Returns until 9:50am and finally had to get off the phone since I am calling at work. Later in the day I called Jonathan at Customer Care and gave him my long spiel regarding my dilemma regarding the two replacement chairs; after listening to me, he said he would transfer me to someone who could assist me; so again, I got transferred to Melissa and again went through my dilemma regarding the broken chairs, etc. At this point I am asking why they do not have a record of any of my conversations with their Customer Service Dept. Now she wants to put me on hold, unfortunately, I needed to get off the phone in order to get some work done for my boss; so I kindly asked Melissa to look into it for me and call me back. Silly me, I actually, thought she would call me back. Well she didn’t.
I sent a letter (via UPS with tracking numbers) to Francis Blake, Executive Vice President of Business Development and Corporate Operations and cc’d Robert Nardelli, Chairman, President and CEO and explained my dilemma to them and let them know what I thought of their Customer Service; and to date have not received any kind of acknowledgement from either of them.
Again, I attempted to contact Home Depot Customer Service on June 26 and this time spoke to Tuanda, who again, did not have a history of my phone calls to Home Depot; she then transferred me to Resolution Team. The Resolution Team person was Barbara, but unfortunately, the computer was down; so she said she would definitely get back to me on June 27th after she looked into my request; she also gave me her phone number just in case she did not call (877-735-5300 x 55768). Barbara never called me, yet I have consistently called her line to no avail. I left several messages for her to call me back. I am still waiting?
I again called on July 11 and spoke to Furnisha who said, well, we can send out another set and pick up the damaged set; so I said let’s do it. One hitch here folks, they wanted to charge me for the second set and then would credit me for the set they picked up; I said no way, not with Home Depot’s Customer Service record. I am already in the hole with them; I do not need to get any deeper into Customer Service run arounds.
I have now contacted an attorney; the Attorney General and a couple of TV stations. Am still in a holding pattern; awaiting some response. Will keep you all up to date.