My complaint:
I Purchased Samsung Electric Range ModelNE63A6511SS on July 8, 2021 which was on sale for $785.00 but came up to $1,021.54 after tax and extended warranty. Delivery was scheduled on July 15, we got a call on the same day saying that the delivery was delayed for another week because the range is coming from USA and they we’re telling about the delays in delivery because of COVID. (July 22). Again, it was not delivered on the 22nd but we did not received any call from Home Depot regarding the delay. I called the store on July 23 and they told me to wait for the Logistics Company (Logistics Specialty Freight) to call on July 26 between 4pm-8pm for the delivery schedule. Again, no call. I called 1-800-759-2054 extension 2540 on July 27th and talked to this rude lady. I asked her why the product was delayed and she said it was logistics problem because the product came from Dominican Republic.
Take note: the person I talked to at Home Depot said that it is coming from the USA and here is this lady telling me about Dominican Republic! Product Knowledge guys!!! She told me that 1 unit was received in their warehouse but there were 2 customers who ordered the same product and they do not know who are they giving it to. What a dumb excuse!!! How about First Come First Serve Basis!!!! I had a long argument with the lady. I asked her when will it be delivered to me and she said August 4 is the earliest possible time. She’s basically telling me to wait for another 8 days. I got from her the name and telephone number of the Logistics company and called them as soon as I finished talking to her. I got hold of Elisa of Logistics Specialty Freight and asked her if it is possible to pick up the product from their warehouse. After getting the Order from me, she ed that the product is not in their inventorywarehouse so August 4 delivery is impossible. I went to Home Depot right away to report the incident. Ryan P., the Manager, dealt with the matter with great customer service, calmness and professionalism. He said that Aug 4 is not promised so for a back-up plan, I purchased another product under Order602246245 and paid another range for $1,124.36 and was scheduled for delivery on August 6, 2021. I got a call on the 5th informing me that the delivery is on the 6th between 9am and 1pm. We have a planned weekend out of town trip early that day but because of the delivery we decided to leave at 1pm instead of early morning. Since I did not received any call until 12:30pm on the delivery day, I decided to call the Logistics Company. I was told that we are their 12th stop and they are still on their 6th. I asked why and he said that it was delayed because they have to follow their itinerary. I asked further and he said that they have to start on a condo unit close to their warehouse which do not accept delivery until 10am. It’s so ridiculous!!! Who would waste 1 hour of company time waiting for nothing knowing that there are other customers living in townhouses and houses who can receive deliveries even as early as 5am? And the guy said it doesn’t work that way in logistics because they have to follow a certain order of deliveryitinerary. I had another argument with the guy and I told him I am no longer available to receive the product after 1pm. He promised me to call the delivery team so that I will be having my order on time. I waited for another 15 minutes and called him back again because no one came to deliver until 1:15pm. I cancelled the order and called Ryan of Home Depot informing him of another unfortunate incident. I also told him to cancel all my orders and have a refund of all the amount I paid. I went to Canadian Appliance Source on Monday, August 9 at 6:15pm, chose exact same product, paid for it left the store in less than an hour. Delivery is schedule tomorrow. If a smaller company like CAS can fulfill their promise and live with the company’s standard why can’t Home Depot? I believed I did not received the product because I purchased it on sale. Delaying it would mean me cancelling my order so they can sell the product at a regular price again. What a trick!!!
Suggested solution:
Complaints should be resolved and dealt with with calmness, professionalism and transparency. If customer representatives are just being honesttruthful then there should be no frustrated and stressed out customers. They should also be concerned with their customers well-being not just about their sales! Imagine the stressed and frustration it cause my family? We cooked our food for almost a month in a portable butane operated stove. Home Depot employees and their partner companies should be knowledgeable of the products they are selling. Training and Retraining is highly recommended hoping that no customer will ever experience what my family went through!!!
