On November 28th I purchased a refrigerator made by LG from the Forest Park store of Home Depot, and the delivery was set for 19 December.
Only two days before, on 17 December, I finally got a call saying the unit was back-ordered, and that I would be contacted within days to set a new date. They suggested one "might" be available from a different delivery warehouse, after which they would reschedule.
I went to the store to complain about the delay. Nobody apologized or offered anything for my lost time, and I was told the delivery had already been moved to 26 December, without anyone checking my schedule.
I could not be there that day, so I had to reschedule AGAIN, this time for Dec 31. On 30 Dec I received a call only to hear that they wanted to move the delivery to the 6th of January. I refused and hung up, then went to Home Depot to cancel the order.
I had planned three more appliance purchases there, and I will not make them now because of the awful service.
The closest thing to an apology was an explanation of how swamped they were after unexpected Black Friday sales. Their backlog is their problem, not mine. Throughout all this I got sent around between the store, the delivery service, and LG.
As a customer, I do not want to hear that poor holiday planning or an inadequate shipping program keeps sales from scheduling deliveries accurately. I want solutions.
Just one person in this whole process took responsibility and apologized. My thanks go to Ed at Home Depot, whose customer service stood out.
0 comments