Report: #673267

Complaint Review: The Home Depot - Internet

  • Submitted:
  • Updated:
  • Reported By: Randy — Clinton Washington United States of America
  • The Home Depot

    United States of America

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Do yourself a favor, dont order appliances online from Home Depot.

On November 29th, I ordered a new washer and dryer at The online inventory system confirmed that they were in stock and gave me a delivery date of Thursday, 12/9. Home Depot charged my credit card nearly $1600.00.

The confirmation email said that they would contact me the day before delivery and would give me a window of time, either a.m. or p.m, for delivery. Since the delivery time was vague, I had to take the entire day off without pay. Im in sales and my appointments are scheduled in advance.

2 days before the delivery date, I got a call saying that the dryer was on back order and that they would not be delivering on time. When I asked when the delivery would happen, the caller said, well call you Monday and let you know.

Monday came and no call. I went online to Sears and found a good deal on another system and was about to order it, but first I called Home Depot customer service and told them I wanted to cancel my order. They told me that the dryer was in the warehouse and that the delivery had been rescheduled for Thursday, 12/16. They assured me that the dryer was now in stock and would be delivered. I asked twice. They did offer me a $100 Home Depot gift card if I would keep the new delivery date. I agreed and canceled my Sears appliance order. Again, I had to take the day off.

The day before the new scheduled delivery, I did not receive a call toschedule a delivery time. Thursday morning I called Home Depot to see when theappliances were to be delivered and was told that the dryer was on back order. When I asked when it would be delivered, they said, next Thursday the 23rd. I told the rep thatthis was not acceptable and asked to speak to her supervisor. She put me on hold and came back after several minutes and said that the supervisor couldnt talk with me right now, but that they would call me today for sure to tell me when he could get me the washer and dryer. As expected, nobody called me.

I went back to to order the other washer and dryer set and the price is now over $200.00 more than what I could have bought them for the previous week.

So, Home Depot has had my money for several weeks and cant tell me when theyll deliver the product. Weve been without a washer and dryer for over a week, because I removed the old system in anticipation of delivery of the new system. If I buy the comparable system at Sears, the price is now over $200.00 higher. Plus, Im out 2 days pay at about $400.00 per day.

But what's even more irritating is that nobody at TheHome Depot seems to give a crap. The phone support staff acts like this is a normal way of doing business for them and I should rearrange my life to accomodate their lack of customer service. Nobody has ever called and said they were sorry, and I still don't know if and when the appliances that I've already paid for will be delivered.

At this point, I'm going to try to cancel my order by calling the credit card company and disputing the charges. I'll have to pay more for a different set of appliances from another vendor, but I will never set foot in Home Depot again. They've lost thousands in future sales because of their poor customer service and indifferent attitude.

This report was posted on Ripoff Report on 12/19/2010 11:04 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Why did it take so long to respond?

AUTHOR: Randy R - (United States of America)

Sheronda, I appreciate your trying to contact me to resolve this. But, the horse is already out of the barn. I filed the report weeks ago and this is the first contact Home Depot has tried to make. I NEVER got a return phone call as promised.

Home Depot can try and save face by placing blame on the suppliers, but the bottom line is. It was YOUR website that I placed the order on. Your company failed me in the customer service department.

I understand the logic of not stocking the appliances. It allows you to carry a product without tying up money in inventory. But, if you can't count on your suppliers to take good care of your customers, then I would say that the business model is broken and needs to be changed.

When Home Depot failed to come through, I called and canceled my order and placed an order with Sears. I orderedon on a Friday, the following Monday my appliances were delivered. Maybe that's a business model that HD should study.

Even though I had canceled my HD order, the following week I got an automated call saying the appliances would be at my home in 30 minutes. How messed up is that?

If Home Depot wants to try and make it right by compensating me in some way for the lost wages and the higher price that I had to pay for my appliances, I'm willing to listen. If it's fair compensation, then I'll post a satisfactory report here. But, if you're trying to contact me to schedule delivery of a product I no longer need, then don't bother. I'm happt to be done with HD. There are plenty of alternatives.

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Sheronda will, for sure, call you monday. Better take that day off and wait for her call.

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#3 UPDATE EX-employee responds

Online apppliance purchase

AUTHOR: THDchick - (United States of America)

Just a little information about The Home Depot--They do not keep the appliances you order in stock in a warehouse,etc. The appliances are ordered online and the order goes out to the maker--GE, LG, Maytag etc. All Home Depot can rely on is what productthe maker has reported to the system. This also holds true if you order in the store.

As a former appliance specialist for the Home Depot, I know that ordering large purchases such as appliances is difficult but doing it online is even tougher. If you order out of the store at leastyou have a concrete place to go complain even though not all managers are up to the job of good customer service. When you have an issue that the store cannot resolve go straight to corporate in Atlanta, trust me, the problem will get solved. We have had our rear-ends smacked more than once by corporate but resolved the issue to the customer's satisfaction.

I am so sorry that this is happening to you and hope all comes to a positive resolution.

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#4 UPDATE Employee

Please Contact Us

AUTHOR: Homedepot_stephanie - (USA)

My name is Sheronda and I'm with Home Depot Customer Care. I apologize for the delay with you order and I'd like to assist. Please email me you order information to and I will work with our online team for a resolution for you. Thank you!


Social Media Specialist

The Home Depot

Atlanta, GA 30339

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#5 General Comment

just about had the same problem for chrimass

AUTHOR: yiayia - (United States of America)

just to let you know im going to file a report , p,s i wont be going there ever again .

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