Home Depot Complaint - Ordered Patio Set From Home Depot - Table/Chair Damaged - Customer Service Nightmare!
Resolution Update on 09/25/2008:
After I gave up talking with Home Depot, my husband called them and immediately got someone to resolve this. They agreed to have a truck come to our home to pick up the entire patio set, and completely refunded our money. It was a satisfactory resolution for us, but unfortunately we never got to use the patio set in the summer months, which is what we wanted.
MILWAUKEE, WISCONSIN -- Let me preface this by saying I generally love shopping at the Home Depot store, but this one and only on-line experience with them will be my LAST. My husband and I ordered a patio set with umbrella & umbrella stand on 7/22, shipped on 7/25, arrived at our house early August. The box with the table in it had a hole in it (which the shippers noted), and when we opened the box, sure enough, the table was badly damaged (frame was bent).
Turns out one of the chairs also had a bent leg (manufacturer defect). I called HD the next morning, and it took over 1/2 hour on the phone to get me "into their return system," but finally the representative told me a new replacement table and chair would be sent. I received an e-mail from HD on 8/7 saying it was being shipped from the mfr. and would arrive in 7-10 business days (YAY :) Well I waited until 10 business days had past and called back last week. First representative told me they would e-mail me the tracking number within 24 hours. Called back 24 hours later (when I didn't receive any e-mail) and 2nd representative told me the matter needed to go to "Escalations" (whatever that means??).
She said if I didn't hear anything by today (Tues) to call back. I didn't, so I called back this afternoon, and was informed by a [snip] that a [snip] had called and spoke with me this morning (gee, imagine my surprise at the conversation that never happened). They even documented that I had told them it was "OK" that the chair was on back order for 2 weeks. Well I never got that call, nor ever talked to anyone since last week. That's WHY I called them back today.
When I asked the girl today about the status of the table, she literally kept putting me on hold, but came back to say they just didn't know. It needed to go to "Escalations." Hmmm, didn't we just go there last week? I asked if she would have a supervisor call me today at work and she assured me that she would. That was 3 hours ago, and of course, the day is over and no call. My husband is also at home, and they're not calling our home number either. At this point, I'm saying, well, the summer is over, and what's the point of putting the whole set (well a partial set with missing pieces) in our garage all winter to store it until MAYBE we get the pieces when, next year???
I paid nearly $700 for this set, and basically all I want from HD right now is a complete refund (including their shipping charges) and to allow us to return the entire set to our nearest store (which I suggested, but they refused). The set is worthless without the table, but it's all brand new, never used by us. Why can't we just return it? Thanks for letting me vent, and I hope that someone from Home Depot actually ends up reading this (someone that is, that actually has some customer service savvy and authority to do something)!!