My complaint:
On July 26, 2022, I placed an order online with Home Depot
Order number: WB19373178 in the amount of 1036.33 for a total of 14 Vinyl Pro Classic Blonde Ale 7.12 W x 48 in L. Waterproof Luxury Vinyl Plank Flooring.
This order was placed qualified for a store credit card which included $447.50 worth of discounts, which included the item being on sale at a special buy of the day.
Order was placed with the intent I would receive my order with expected discounts on August 2, 2022. Order to be delivered to home address of 1310 Crystal Skye CT. Burlington NC.
1 box arrived at my home while the other 13 was shipped to store, why I do not know? I called the store to help resolve the wrong delivery and was told at the time by Brandon the day manager, I would need to call Home Depot home office, cancel the order and reorder. He then would release my order there and replace stock with the order due in.
I did this, the representative at home office did not understand what Brandon was needing me to do; he in turn conference called Brandon with me. Brandon stated precisely what he needed the representative to do in order to release the material there at the store. He informed me that I would have to pay for shipping of the flooring to my home address from store. I asked why when it clearly wasn’t my mistake. The representative insured me not to worry she will issue an e gift card to cover shipping in honor of their mistake. I was told that I would have to go inside store to pay and my flooring would be delivered at earliest Monday August 08, 2022.
Brandon informed me that he was leaving for the day, and he would brief Todd the night manager of what’s going on. We all agreed conversation was ended.
On August 7th I go to store to make purchase, customer service was unaware of what was going on, Janen the associate on duty paged Todd, he came up front to tell me that I would have to reach back out to customer service in order to pay for the flooring because it was not showing up in their system. The associate reached out to customer service; the order was placed with a new total of 999.32 to compensate for the confusion and error on their part.
Order could not be processed due to their credit card system OMINI was down. I had to go home wait until the system came up to complete purchasing. I once again contacted customer service explained to her what was going on and was then quoted a different price because she states no notes were entered. I find this hard to believe but I was too tired at this point to fight.
I placed the order reached out again to the manager Todd on duty to have him tell me I could not pick up the flooring or have it delivered. He stated I would have to wait until the new order arrived. I ask the associate Ms. Delta to please put him on the phone. Todd refused the call I was on hold for 30 plus minutes. Still having nothing resolved. I have had to push my installation back twice now because of inconsideration on this store’s management’s part. I have had to pay $49.00 twice to RS or lose my installation deposit. I am requesting resolution to this issue as soon as possible.
Suggested solution:
I would first like for a credit to be issued in order to meet my original cost, which included the item being on sale and discount perks of opening a new account.
I would like reimbursement of rescheduling installation fees of a total of $98.00
I would like an apology from the store managers. I feel they could have better handled this situation to make everyone happy.
I would like my order released within the next 48 hours
