I placed an order for an online only product at the service desk of a local store (CA). The local store staff said the order would be delivered in 3-5 calendar days (wrong!). This is the 7th calendar day since the order was placed and the 4th business day, and the order is still marked 'processing' and 'routed.' According to a supervisor in online order processing, online orders are not even considered for order review for 2 business days.
The item was confirmed from the store (not a consumer home order) to be in stock, only to have the item move to 'out of stock' status within the 'processing' and 'routed' order stages. There is no definition of what 'processing' or 'routing' means on the order page or the website. For this order, it is the 4th business day after the order was placed, and it remains in the 'processing' and 'routing' stage, although for 3 business days a credit card authorization has been pending. I was told in the store that an authorization was taken once the order was placed, which was not true. Just the account balances were wrong in listing the current balance.
HD has not even followed its own posted policies with this order. How hard is it to locate inventory, pull stock, put it in a box, and print a label? Everything should be automated since all the customer info was already input. This is a really poor example of order processing and fulfillment. If there was another source of the product at a local/regional level, I would certainly take advantage of it.
0 comments