My complaint:
Ordered dishwasher, washerdryer, refrigerator in September for 1026 delivery to a vacation home in Cloudcroft. Snow storm was moving in, but delivery company was still delivering so sent contractor to meet them. They dropped all in the living room with note they were all crated and told the contractor to sign All parties then left to beat the storm. It cleared Wednesday and contractor went up Thursday to install, and found the refrigerator (Samsung) and dishwasher (frigidaire) damaged. I called the 800 number, first to Frigidaire. As soon as they heard it had been 72 hours, they invoked the 48 hour deadline for reporting damage and told me to call HD. Samsung said they would help and sent order to local appliance store, but order was for a cooling problem and Chuck’s appliance said to call Samsung and get new work order. 2nd time around, Samsung said they could not help with product damage, and to call HD. After several calls, the last with the manager Shannon, I was told I missed my 48 hour window, and there was absolutely nothing they could do. I reminded her that I had a commercial card and had spent over $100k at HD, (I just spent over $3000 this week) and she thanked me for the business but again, said she could not help me and would be sorry to loose our business. Would not give me anyone else to call but customer service, where I had already been numerous times.
Suggested solution:
I think they should replace the dishwasher (it is badly damaged) and pay for the 2 front panels on the refrigerator that have quarter size dings in them. At the very least, you would think they would offer me some substantial store credit to compensate. As a business decision, it makes no sense to me, given all the money that they have made off me to date, and the amount that they could still make in the future, to tell me I was simply totally out of luck, and welcome to transfer my business to Lowe's, which is apparently what I will do.
