Home Depot Informative - Terrible Customer Service - I Would Not Shop At Home Depot
CALGARY -- Home Depot ONLINE
I purchased ONLINE a PARAMOUNT Electric Fireplace. The merchandise was shipped DAMAGED by UPS. I returned the damage goods. Since I was renovating my basement and designed the fireplace with this particular item in mind, I ordered another PARAMOUNT Electric Fireplace online. HOME DEPOT would not exchange the damaged fireplace for an undamaged fireplace; rather, they had me purchase a second fireplace, advising that they would REFUND my money on the first damaged product once it was picked-up. The first damaged fireplace was picked-up on July 15th, 2008. A second fireplace (which I paid for -- now having paid for 2x fireplaces) was delivered on July 15th, 2008.
The second PARAMOUNT fireplace was damaged in what appeared to be the same location as the first. IN FACT, it appeared that the second fireplace was actually the first fireplace I ordered, just re-shipped. Of course, I contacted HOME DEPOT online and asked them to pickup the damaged product and simply exchange it for an undamaged product. I advised them that it did not seem appropriate for me to have to purchase a third fireplace just to receive one fireplace in good condition. I was told that if I wanted to facilitate an immediate order for another fireplace, I would have to pay again and simply await my refund. I asked to speak with a manager.
The employee put me through to AMER. Amer told me that he did not have a PRECEDENT for what I was asking and could not help. Since I have construction on hold, I asked AMER to expedite an order, and said I would in fact pay for the third fireplace and await the refunds if he would do so. He informed me that he could not as there was no PRECEDENT for that solution. I asked what AMER\'s status was at Home Depot, to which he responded: \"supervisor\". I asked AMER for a MANAGER to which he responded that he could not do that because there was NO PRECEDENT for that. I told AMER to pickup the second damaged fireplace and that HOME DEPOT would NEVER get our business again.
Construction has been on hold at my house for 2 weeks. The project could not be completed on July 5th, 2008 because of the damaged fireplace. Work was rescheduled for July 12th, 2008, which was cancelled because the second fireplace had not arrived. Work for July 19th has now been cancelled because I had to return the second damaged unit. Consequences and damages are general frustration and annoyance with home depot. Now that the order has been cancelled, I have to pay the designer to find an alternative. To be clear, I understand that sometimes things get damaged and delivery of merchandise is not perfect.
My major concern is the unwillingness of HOME DEPOT to direct me to a manager. It is frustration to deal with people who have no authority or inclination to help.