Complaint Review: Home Depot - Brentwood Missouri

I purchased this custom door on February 15, 2018 thinking it would be a perfect time to replace my old unsafe door because it was a slower time for the store. How wrong I was. 

 

Since the day of purchase, this order and the customer service at Home Depot has been appalling to say the least. 

 

We were advised that a custom order would take a 6 weeks or so to come in. We got a call that the product came in on April 3, 2018 and couldn't even get the install scheduled until April 17, 2018 because RFI Installations does not answer the phone when a customer calls. I played phone tag with them for a week and a half before I could get into contact with anyone. 

 

I took a day off from work to be there for the install and he came out only to tell me the transom was sent wrong from the manufacturer. Everything was brought back to the store and the transom had to be reordered. We were assured by the manager at store #3002 that they would stay on top of the manufacturer and make our order a priority. THIS ALSO DID NOT HAPPEN.

 

We were constantly in contact through email with the managers at the store and all they kept saying was we only have an estimated date as it is a custom piece. Instead of talking about fixing our order and how we can be better served, Alex, the Specialty ASM said, "If you want to cancel and pursue other alternatives, I understand." This was the end of April. 

 

We didn't hear from anyone until WE CONTACTED the store on May 23, 2018. We received an automated phone call on May 22, 2018 stating the transom was delivered to the store. We received an email on the 23rd from Beth Ann the Customer Order Specialist saying Alex was not in and the transom was not delivered, but was on the truck for delivery today, May 23. 

 

On May 29, 2018 WE AGAIN NEVER HEARD FROM ANYONE AT THE STORE AND HAD TO REACH OUT OURSELVES!!!! Beth Ann emailed back (Because we want everything in writing about this terrible situation) and said no one can locate our transom! It was signed as received from the store, BUT IT WAS NOT IN THE STORE! So this mistake is now directly on Home Depot #3002. 

 

No one ever reached out to us regarding that the product was in the store and to schedule an install OR to say that it was "misplaced".

 

NOW IT IS ALMOST JULY. Apparently this new transom is supposed to be in June 29, 2018 and we have not heard from anyone that they have tried to get it in quicker or help us in any way besides refund our money. ALL WE WANT IS A NEW BACK DOOR THAT ADDS SAFETY TO OUR HOME. If you look at our door it is original with single pane glass. We spent A LOT of money to get this door replaced and want someone to care about us and our order. 

 

I have never in my life experienced this kind of dissatisfaction from any company or individual. When asked for the district manager's telephone number they directed me to a customer service hotline. 

 

THIS IS UNACCEPTABLE. I do not want a refund. I want SIGNIFICANT COMPENSATION before the project is completed (because everyone keeps telling us that is the policy). 

 

If this cannot be resolved I will do everything I can to go out of my way to let the world know just how bad the service is at Home Depot. Since the managers are so incompetent at the location where we bought the door, I am really hoping someone in the "customer care" department can help us. 

 

Please give me another option than refunding our money and wasting more of our time.