Complaint Review: Home Depot

On December 24, 2005 my wife and I went to your Farmingdale, New York #1267 Home Depot location to purchase new appliances. We were assisted by Bill in the Major Appliances Department. We had specified that we wanted only stainless steel appliances. After a short time we settled on Jenn-Air #JGR8875QDW Range $1,299.00; Jenn-Air #JMV8208AAS Microwave $660.00; and GE Profile #GSL25IFRBS Refrigerator $999.00. We were assured that all appliances were in stainless steel. Additionally Bill even got us to buy service plans on all appliances (which we never agree to). Delivery was set up for 01/21/05 and we paid for our order.

At this point we have three separate orders:
(1) Range & Microwave Special Services Invoice #1267-258495
(2) Refrigerator
(3) Service Plans
We paid for the 3 orders with separate payments. (1) Visa card, (2) a new Home Depot account, (3) MasterCard.

Time spent in store: 2 hours.

That afternoon, wanting to compare pricing, we went into a local appliance retailer. After giving the range model number we were informed that the range was not stainless steel as agreed upon but instead the color was white. All the other appliances were in the correct color. The retailer's normal price for a stainless steel range was $1325.00, slightly higher than Home Depot. The pricing on the 2 other appliances were slightly lower, but having shopped at Home Depot for over 15 years, we preferred to deal with whom we know best.

Upset about the error, which mind you is only a one letter error in the model number #JGR8875QDW instead of #JGR8875QDS, we called Bill at Home Depot and explained the problem to him. He agreed to call us back within 15 minutes with an answer. He promptly called back in the allotted time and apologized while he explained the error and wanted us to come back to the store as soon as possible.

Later that afternoon, we went back to Home Depot and waited about 25 minutes for Bill to become available. He took our order paperwork and said he would be right back. Another 30 minutes went by before Bill came back. At that point he again apologized for the error and said he could not help us today and that we needed to come back on Monday because he could not get an RGA# because the manufactures were closed on weekends. In an attempt to compensate us for his error he gave us a 20% Home Depot coupon which we could use when he changed the orders on Monday. I inquired about the pricing of the range if it would change because he actually sold us white instead of stainless steel. We were assured that the price is not going to change because they are all the same pricing regardless of color. (Knowing appliances we knew that his statement was incorrect)
Additional time spent in store: 1 hour

Immediately after we left the store we received a call on our cellular telephone from Bill apologizing again. This time for giving us the wrong day to come back. He said that Monday was technically a holiday and we needed to come back on Tuesday during the day so he can get RGA#'s from the manufactures. We explained the we can't come during the day because we both work but can and will come in the early evening. We suggested to Bill that he have all the paperwork ready so we can just come in and out. He agreed saying that we should be in and out in less than 20 minutes.

Tuesday afternoon I received a call from Bill. Bill said that he needed the order numbers so he can get the RGA#'s. He apologized for the inconvenience and told me that instead of using the 20% coupon for one order, that we could use it on all the orders. (Interesting, he told us on Saturday afternoon that we could use them on all the orders) I informed him that I was at work at that moment, but would call that evening when we got home and provide the order numbers from our paperwork.

Bill called again that afternoon and said he was able to obtain the order numbers and that we didn't have to call with them. He suggested that we come in on Wednesday and that everything would be ready. At this point, my wife and I decided to purchase a more expensive LG refrigerator, # LRSC26925TT $1599.00. This was a model we were debating on purchasing on Saturday but instead purchased the GE. Having Bill on the phone, I told him about the refrigerator upgrade. Bill told me he would take care of that too. I was assured on the phone that all the paperwork would be done by Wednesday evening.

Wednesday afternoon Bill called me and stated that all the paperwork was ready and that he would be in until 9pm. I told him we would be in around 6pm.

At 6:30pm Wednesday evening, we went into Home Depot #1267. We meet Bill in the major appliances department where we were promptly given seats at his desk. He proceeded to enter the new orders. We asked why the orders weren't completed already and was given a prompt answer that he could not locate the old orders. Both of us being tired and exhausted from a long day, we didn't argue or debate this with Bill as we just wanted everything corrected, ordered, and paid for.

At approximately 7:30pm the paperwork was done. Seeing only one order, we asked Bill if all three orders were completed and correct. We were assured that was the case. All of us walked over to the special services desk and Bill handed the one order to Mike. Bill then left. Mike rang up the one order and asked us how we were going to pay. I asked him to verify what was on the order.

Mike verified that the one and only order contained: (1) LG Refrigerator, (1) Jenn-Air Microwave, (2) Service Plans, and (1) Freight Charge.

Furious, yet calm and collected, we asked Mike to get Bill back to the special services desk. 15 minutes later Bill showed up. Apparently Bill needed a cigarette or something since we saw him walking back into the store from outside without his apron. We asked Bill what happened to the (3) orders and the range. Bill scratching his head AGAIN apologized and disappeared only to reappear 20 minutes later.

I have too much frustration and aggravation to explain what happened next, but my wife and I didn't leave the store until 10:30pm that evening. One half hour past the store closing time of 10:00pm. Bill left to go home at 9pm and left us stranded at the store. Mike, the special services desk cashier stayed beyond his quitting time of 9pm until our orders were completed, corrected, and paid for.

Between 7:30pm and 10:30pm here is a summary:

1. The correct model stove actually sells at Home Depot for $1449 not $1299.
2. Bill never cancelled and refunded our prior orders as he claimed.
3. We never got a validated invoice for the range or microwave although we paid for it.
4. Order #3 from 12/24 has still not been refunded to us.
5. Bill lied to Mike and said an Assistant Store Manager approved a markdown on the range so his error would be corrected.
6. We paid for all the orders receiving a 20% as promised.
7. The range, microwave, and service plans for both are on an unknown invoice which is paid in full on.
8. The refrigerator and its service plan in Special Services Invoice # 1267-258495 is paid in full for.

Additional time spent in store: 4 hours

TOTAL TIME SPENT IN STORE: 7 HOURS

My intent on this complaint letter is not to have Bill terminated. Being a manager, I strongly believe in the proper training and firm discipline for those under my supervision. Bill showed no professionalism in dealing with our needs. He left at this quitting time, repeatedly made errors to our orders, and attempted to cover-up his pricing error. In my opinion, Bill needs strong reinforcement on sales skills, customer relations, and proper instruction on order entry.

Associate Mike at the Special Services Desk needs to be recognized for his dedication for going above and beyond his responsibilities. Mike would not leave until we left and all orders were done. There were 2 assistant store managers that assisted that evening. Both took whatever measures they were capable of to have the orders complete.

In all, we can honestly say that we will never make another major purchase at Home Depot. I can not even make a suggestion on how we should be compensated for spending 7 hours in the store. Sure, about 2 hours of those was actually the pre-order selection, but how can you compensate two individuals for over 5 hours due to your company's mistake? We will be patiently waiting for your reply.

Outcomes Necessary:

1. An explanation and compensation to us for Home Depot's 5+ hour mistake.
2. Validated invoices showing payment for (2) orders.
3. Complete refund of order #3 from 12/24/05.
4. What is an RGA# and how does that concern us.
5. Confirmation that all 3 appliances will be delivered on 1/28/05.

Michael
East Meadow, New York
U.S.A.

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