Home Depot Complaint - Home Depot has awfull customer service and will waste hours of your time for the penny you save.
FREMONT, CALIFORNIA -- I am extremely unsatisfied with the poor level of service I have gotten on my special order. I will report this the BBB, on line posting of store reviews, and will tell any one who is willing to listen about my awful experience at Home Depot. This is not my first bad experience with Home Depot but my third and the one that drove me to action.
On Monday 5/16/05
I went in and selected a BBQ Grill model # 418-306 to order for a price of $398. The store display advertised Free Assembly.
It took about 15~20 mins standing in line before the one and only clerk on duty was ready to enter my order. She was very nice but seemed not so sure about how to enter my order, she constantly had to ask people around her to enter my order. I wanted to pick up the assembled grill on Friday 5/20/05 @ 5:30 PM so I could have it for the weekend. The clerk enters the order charges me and writes up a red SOLD tag with my name, pick up date 5/20, and the instructions to assemble the grill. Satisfied I leave the store with Special Services Customer Invoice in hand. TOTAL TIME = 50 minutes
On Friday 5/20/05 at 6:00 PM
I had gotten delayed getting back from a business trip and would not be able to pick up the grill. I wanted to inform the store that I would be a day late in picking up. I called in and was placed on HOLD for over 20 mines from my cell phone. Got frustrated and eventually hung up before being able talk to anyone about my order.
Saturday 5/21/05 The Big Day to BBQ.
Around 11:30 AM I call in and talk to someone from the special services desk. They check my Spec Svc. # and assure me that the grill was assembled and READY for pick up anytime.
At 4:30 PM I go into the store and at the SS Desk am asked to sign a Customer Pick Up Confirmation. Two calls go out over the PA system before someone from Garden comes over to help me load the Grill into my van. He goes back and can't find any assembled grill. I go back with him into the aisles and the Carton with the SOLD Label, my name and instructions assemble for will call 5/20/05 is sitting there UNOPENED.
I am upset by now I have been standing around the Special Services Desk for almost 40 mins by now. They call over another lady from the Garden/ Outdoors department and she apologizes and says this has happened before to other customers many times and she has informed her manager and her second level manager that the process is broken but nothing has changed. She has to deal with people on weekend all the time for the same problem and she usually recommends people buying grills to take them home and assemble them themselves. I ask why do you advertise Free Assembly if its not being done?
I ask to speak to the store manager and it takes about 10 mins before an ASM named Julie shows up.
She offers to have the grill assembled by Monday and offers a 10% discount towards future purchases. I explain that I was expecting to use the grill this weekend and am flying out on Monday morning and would not be able to pick up the grill for two weeks at the earliest (Sat June 4th).
I ask for a full refund. I also want to get back the Customer Pick Up Confirmation that I had signed saying that I had picked up the merchandise. At no point did I have possession of the grill.
They can't find the confirmation and I am extremely upset and speaking in a loud and am asked to leave the store or they will call the police. I leave the store at this time.
I have not picked up the grill.
Even if I wanted to I can't pick up the Grill until Saturday June 4th.
At this point I am so disgusted with Home Depot; the ineptness of their employees, and the slow, bureaucratic way the store is run I WANT A FULL REFUND. I am in touch with my credit card company to dispute and reverse all the charges.