To: Customer Care**We are Home Depot credit card holders and have spent thousands of do...

GetHuman4843707's customer service issue with Home Depot from May 2020

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The issue in GetHuman4843707's own words
To: Customer Care**We are Home Depot credit card holders and have spent thousands of dollars over the last ** years in your stores.**We are writing today due to extreme frustration with a recent purchase order *W******************** We ordered online through the Portage, MI store a GE **.* cu upright Frigidaire freezer as we had decided to go in on a cow with * other family members. We paid upfront as was required for the freezer $***.** and $***.** for a *-year protection plan (which was immediately drafted from our account) and $***.** for our share of the cow. The stated delivery date for the freezer was ********* with a *:** am-*:** pm delivery time. I never received a call and never saw any delivery people on *********.*********** I called to check the status of the delivery. It was determined that they had my old telephone number and that they had attempted to deliver. I did not contest this* I updated my phone number and rescheduled the delivery for *********. I received a follow up email with the delivery date of *********. The email stated the freezer would be delivered between **:** am-*:** pm.*********** I received a recorded voice message confirming my delivery date ********* and time **:** am-*:** pm. Stated that I would receive a call ** minutes before delivery.*********** at *:** I called the distribution warehouse as I had not received the **-minute call ahead. After long waits I was transferred * times and finally spoke with Marco, the delivery scheduler. He informed me that my order had been cancelled on *********. He could not tell me by whom. I told him that I had received a follow up email and voice message confirming my delivery on ********* and asked how it could have been cancelled and who had cancelled it? He did not know. He stated that he could not reschedule the delivery. That I had to contact Home Depot for a refund. He confirmed that my freezer was at the warehouse.**I then called the Portage, MI store and remained on hold for ** minutes at which time my husband and I got in the car and started driving to the store which is an approximately **-minute drive. As we were pulling into the parking lot my call was answered (** mins).**We were directed to go to the appliance department. We initially spoke with employee, Pat. I was very upset at this time to the point of tears. She tried to be very helpful. She confirmed both that our order had been cancelled on ********* and that we also had a delivery date for the freezer on *********. She said that it was most likely a computer error. She could not confirm how it had been cancelled. She called the warehouse and was told the same thing that the system would not allow them to deliver a cancelled order and that she could not override the cancellation. **My frustration continued to escalate. I was verbally outraged. I explained to her the financial mess this mistake that Home Depot had caused for us. **My husband asked to speak to a manager. Shay (I believe assistant manager) responded and listened to what had happened. She presented as truly sorry and understanding the gravity of the situation. Obviously, everyone knew obtaining another freezer would be impossible. She left for a few minutes. When she returned, she stated there was nothing she could do to override the cancelled order or reschedule the delivery. The freezer had to be returned to the manufacturer that was how the system worked. At this point I am beyond frustrated I am outright angry and voiced my absolute disgust. **Shay then attempted to reorder the freezer* it would not allow her to order for our zip code. She attempted to find any options in the store and all surrounding Home depots. NO freezers. **Shay and Pat are a credit to your organization but your system is unacceptable to us. **My husband and I are ** years old. Michigan's stay at home order has had many negative effects for us. The decision to order a freezer and to buy a cow with * other family members was a big financial decision as my husband's job closed down and he had been off from work for * weeks and we are still waiting for unemployment. We cannot cancel the cow order and now have no way to freeze it. Our family members are able to store some of it but we will have to donate the majority. This will financially hurt us. Both in the loss of not being able to store the cow we purchased but in the higher cost of meat in the future which is what we had hoped to avoid. I am retired and we need to consider these cost carefully. Home **Depot has left us in a very stressful situation.**Also, due to our increased age-related risk to COVID ** I ordered the freezer on line verses coming into the store. We drove to the store on ********* as we could not get thru by phone and mistakenly thought someone at the store could quickly rectify the problem with the delivery. We felt we had no other option but to go into the store where we were for almost two hours while Shay and Pat were figuring out what when wrong and tried to resolve.**I have now been on hold with your Customer Care ***-***-**** for * hours, still no answer. This is not acceptable.**I'm not even sure if this email will go anywhere as I found the email address on another web site. You make it almost impossible to communicate with you.**Pending your attention to this matter will determine if we will be able to remain Home Depot customers.**Sincerely,*Gloria Mihelich****-***-****

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Home Depot

Customer service issue
Reported by GetHuman4843707
May 19th, 2020 - 3 years ago
Not resolved
Seen by 10 customers so far
Similar issue to 2375 others
0 customers following this

Timeline

GetHuman4843707 started working on this issue
May 19th, 2020 7:19pm

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