Home Depot Samsung Customer gets railroaded by Home Depot & Samsung Cumming Georgia

So my customer goes into a nearby Home Depot buys brand new Samsung refrigerator.  2 weeks it craps out on her.  In her 70’s and care giver to her husband, a disabled vet with dementia.  After reporting the problem and two service visits later with no success in fixing it, Home Depot passes the buck to Samsung.  Samsung initially says they’ll refund, but then shortly renegotiates a replacement instead. 

My customer lost over $300 of groceries in the process.  Since I’m a General Contractor working in and around the Atlanta area, I step in thinking I can put the fear of God in them and threaten to leave if they don’t make good for it. Nope!  Of no consequence to the big HD.  I catch the ear of customer services, have it escalated to CS upper management, and then after negotiations have to tell the CS manager that there’s a time where the rules, policies and procedures need to go right out the door and you just have to take care of your customer.

Should I be the one saying that? Home Depot CS rep “Our hands are tied”  Even though Samsung already consented to refunding her money and they have note of it on record. Both Home Depot and Samsung said she’ll have to receive a new refrigerator and then turn it away at the door even after over 11 days of being without a frig and groceries.  Customer doesn't want another Samsung.  I don't blame here. 

Home Depot CS said to me they’d be happy to give her a $500 gift card, and cover her lost goods ($300) no strings attached.  After I got off the phone with them they contacted my customer, changed their tune yet again telling her that they will only do that if she accepts a new replacement Samsung.  What Jerks!  Store managers get bonuses on these sales, and what lengths they’ll go through to secure those bonuses is mind blowing. 

Prior to any of this,  I spoke directly to that store’s assistant manager and he was absolutely worthless! He couldn’t even get back to my customer the following day as promised.  Home Depot entirely dropped the ball on this, and Samsung with an already tainted reputation didn’t do any better.  Personally I think all involved should be fired and go find jobs they’re actually good at doing.  Like debt collection for example.  Because apparently they are excellent at slighting their customer to retain their profit. 

Great job Home Depot and Samsung!  Not only did you lose a customer.  But you also lost me as GC, my entire client base who spends between 5k to 8k+ every time they walk through the door, my fellow contractors in every field, and my investors.  Yes if it were up to me a firing I would go!  Lowe’s here we come!  So much for me being a devout HD customer and a Samsung fan for the past 25 years.  Way to stick it to a Veteran and his wife.  Sorry performance hands down, very sorry! Never again!