• Report: #327869

Complaint Review: The Home Depot Homedepot.com Whirlpool Appliances

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  • Submitted: Mon, April 21, 2008
  • Updated: Sun, December 02, 2012

  • Reported By:Pittsburgh Pennsylvania
The Home Depot Homedepot.com Whirlpool Appliances
homedepot.com Pittsburgh, Pennsylvania U.S.A.

The Home Depot Homedepot.com Whirlpool Appliances Took my money, REFUSES to exchange defective dryer, pushed me off on manufacturer Pittsburgh Pennsylvania

*Consumer Comment: Exact same thing happened to me

*Consumer Comment: Very Similar Situation

*UPDATE Employee: You're lucky

*UPDATE EX-employee responds: Not Suprising.

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I purchased a new washer and dryer set from The Home Depot online store homedepot.com on March 18th, 2008. Delivery was taken on March 22, 2008. I did not use them right away since I did all my laundry with my old set prior to taking delivery on the new set. I sold the old ones when the new ones arrived. On April 6, 2008, I did some laundry and on the 3rd load to be put in to the dryer, it died. The control panel flashed odd, unknown characters, and all the machine did was to *click* when I pressed the start button.

I called the number on the website, homedepot.com, and they told me that they would NOT exchange it and that I had to call the manufacturer. I have had this machine for less than a month, used it only 2 times (the 3rd time was a mere attempt) and I have to call the manufacturer? I didn't buy it from the manufacturer, I bought it from Home Depot. Or so I thought...

Apparently, Home Depot's online sales are drop shipped from the manufacturer and any problems have to be taken up with the manufacturer but it doesn't say that on their site. You have 48 hours to return a major appliance (legally, you have 72 hours to reconsider a purchase and negate it). After the 48 hour cutoff, the site says to go to your local store. The local store says that they won't do anything about it because it was purchased online. NICE. Let the games begin.

So, on to the manufacturer. They don't take ANYTHING back unless and until, it is deemed defective by a *certified* repair person. It gets better. The first service appointment was a week after the call to report the problem. Laundry is piling up. Service man comes in and diagnoses the problem as a blown mother board and has to order the part that takes 7-10 days to come in. Unacceptable, but I have no choice.

The next appointment is set for the following Tuesday but I have to call them when the part gets to my home to let them know that it's here. I call on Monday to let them know and they informed me that 2 parts were ordered and that they would not come until the second part arrived. Tuesday's appointment was canceled. The part arrived Wednesday and the service person came on Thursday, installed the parts and informed me that he had to order yet another part because it was still not working. Laundry is still piling up. I am now BUYING socks and underwear for my husband to be able to go to work. His clothes will run out soon.

Tomorrow, 4/22/08, will be one month that I have had this dryer that I have used exactly 2 times before it died 2 weeks ago. Whirlpool, the manufacturer, has ever so graciously offered me $50 lousy bucks for my trouble. The woman that I spoke to on the phone told me that when they take something back, it gets scrapped, not reconditioned and re-sold, so that's why they try to repair the item first. But how many times? And why do I have to suffer, going to the laundromat (which I did yesterday) when I have BRAND NEW laundry machines, so that Whirlpool and Home Depot don't lose money. What about MY MONEY? When did it become legal for corporate America to take working people's money, sell them sub par merchandise, and hold them hostage while they decide if the item is defective? I HAVE BEEN ROBBED and no one is doing anything about it.

The next service appointment is set for Thursday, 4/24/08. If it is not running by the time the service person leaves, I am calling a lawyer, the Attorney General's office, the Better Business Bureau and the consumer advocates at the local news stations. I have already started a dispute through my credit card used to purchase said dryer. I AM MAD AS HELL AND I'M NOT GOING TO TAKE THIS ANYMORE.

Z
Pittsburgh, Pennsylvania
U.S.A.

This report was posted on Ripoff Report on 04/21/2008 08:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/The-Home-Depot-Homedepotcom-Whirlpool-Appliances/Pittsburgh-Pennsylvania/The-Home-Depot-Homedepotcom-Whirlpool-Appliances-Took-my-money-REFUSES-to-exchange-defec-327869. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

Exact same thing happened to me

AUTHOR: Tyler - (USA)

This is a nationwide scam and I had the same problem.  Home Depot dumped a pair of damaged GE washer and dryer on me...what was suspicious is that they force you to sign a waiver when you are initially purchasing the appliances at the store.

I filed my report is at this link:
http://www.ripoffreport.com/home-depot-and-ge-ap/department-outlet-stores/fairfield-california-A208F.htm
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#2 Consumer Comment

Very Similar Situation

AUTHOR: Anonymous - (U.S.A.)

About five years ago (doesn't seem that long to me) we had a similar situation with Home Depot. We had moved from one city to another when we bought a house. The new house did not have a stove so we were using a single hot plate to cook on while we bought a new one. We went to Home Depot, and picked the one out that my wife wanted. It was boxed. I wanted to look at it but a manager we were talking with there didn't want to unbox it. I insisted. Finally he said "go ahead" so we removed the box. On one side near the top was a dent. I expressed immediate reservations but when he said that they would have a service tech come out and make sure that there would be no gas leak and give it a thorough check up and that they would knock $50 off the price we said OK.

We waited for the service tech. They never showed. I called back Home Depot and now they told us that we had to deal with the manufacturer, who I think was also Maytag. After that they would not return calls, and the $50 was nowhere to be seen. The manufacterer said that when we accepted the product we removed the store and themselves from all liability. I was not happy. Finally they said that they would send out a service tech. Again none showed up. The manufacturer told us to find one. I called around. Since we live many miles from town none would come. We were not amused to say the least. No one lived up to their word. In the end after much jerking around and hard feelings they finally credited our account $50, but we never could get the stove checked out.

As a side note, I was later a merchandiser at Home Depot, putting away products from a vendor on store shelves. Many is the time that I heard from employees about the abusive way that their managers treated them. Some in tears. hey seem to go through people quickly. I have a saying now that Home Depot is the Walmart of hardware stores.
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#3 UPDATE Employee

You're lucky

AUTHOR: Dfa - (U.S.A.)

I sale appliances at THD. It only took the repair guy only a week to get out there?! It normally takes two to three weeks when I call to have a repair person come out to fix appliances for my customers (keep in mind, we do not have to call the manufacturer, but I do it if the customer is nice to me). As for as how long it took for the part to come to you, that sounds about right: about a week-week and a half. I agree it's ridiculous, but you cannot expect the repair person to have all the parts to your appliance in his little van/truck.

When it comes to appliances these days, they "make'em to brake'em". As far as I'm concerned, no appliance made today will last more than 12 years unless properly maintenanced (how many of us really read the maintenance guide in on our appliances anyway?).

You have a right to be upset, but you're not being treated any more unfairly than anyone else who would have the same appliance problem.
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#4 UPDATE EX-employee responds

Not Suprising.

AUTHOR: Lisa - (U.S.A.)

Actually this is not unusual for any Retailer to send direct to the manufacturer. The manufacturer usually will treat you well. Be aware of home depot store brands that have a lifetime guarentee. Some of there are the Hampton Bay, Glacier Bay etc. Don't let them push you to the manufacturer they are. No website or phone number exists. I worked returns for two years. The reason that they are refusing to take back or work with folks is because of abuse. People will try to return toilet seals . Toilet seats with feces on it. Tiles saws after they finish their bathroom that are still wet rusted and have tile chips in them. Store brands from Menards. All returns depend on what deal Home Depot has worked out with the manufacturer. Each department has a budget of how much they can take back. If any one wants to know more info about the inner workings, I will probably know the answer. I will check back in to answer questions. I know plenty of inside info. As far as the rest of the complaints against HD. I am not shocked or suprised, sorry but most of these are common knowledge in retail. Citi was always easy to work with to reverse charges when I worked there. You just need to speak to a person at the service desk that knows what they are doing. Most don't. It is seriously the toughest job in the store. People can be really mean. I have had folks dragged out by the police. It got crazy. The turnover goes as follows. First day the newbie cries, second day they call in sick, third they quit. HD mgmt stay as far away from the desk as possible so they don't have support or the training to deal with escalated customer issues. They are also running on a DOS based system that dates back to 1989. I feel bad for them. It ain't worth the pay or the stress especially when you don't get a discount or any perks.
I loved working there but hated the way the company was run. They could improve tremendously but are too big to bother. They throw away enough materials to rebuild the whole state of LA.

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