Worst appliance shopping experience I ever had!
I visited the Cedar Park, TX store and paid for a KitchenAid dishwasher, home delivery and installation by a Home Depot crew on Wednesday November 23, 2016.
I was told that it was in stock but at a Dallas location and would be delivered on Monday November 28th. On November 28th, my wife scheduled a vacation day so someone could be home for the delivery and Install.
On November 28th, I called to find out when It would be delivered (as I never got a call from Home Depot the evening before as promised) and I was told it was at a distribution center in Dallas and would be delayed until Monday December 5th.
Then I was told that it's actually direct shipped from KitchenAid/Whirlpool.
Then I was told it would be delivered on a Friday, December 8 so, I took a vacation day from work so I could be home for the delivery and install. Home Depot called me Thursday evening, via an automated message, instructing me that it would be delivered between 9 AM and Noon on Friday, December 8th and I would receive a call from the driver 30 minutes prior to delivery.
Then at 11:30 AM on Friday December 8th I received a call from the driver indicating that my dishwasher had been placed on the wrong truck (their truck) and they were 15 miles away making deliveries and could not delivery to my area today. He told me that that someone else will delivery and install it Saturday morning between 9 AM and Noon but, I would get another automated call Friday evening with the exact time frame for delivery.
No one ever called so, at 7 PM, I called Home Depot to confirm whether or not it would be delivered on Saturday December 10th. They said "It was delivered all ready." I explained to them what happened and after 30 minutes on the phone with them they said "they could see where it had been rescheduled for between 9 AM and 11 AM on Saturday but, the driver would call at least 30 minutes before arriving."
Then the next morning at 8:30 AM while I'm cooking breakfast, I hear the doorbell ring and it's the Home Depot delivery and install guys. I told them I thought they were going to call before arriving and the guy told me that's not their policy.
They went ahead and removed my old dishwasher and installed the new one. This took less than 30 minutes.
Unfortunately, the new dishwasher would not run. It would not power on. The LED's would only blink randomly. I tried to convince them to remove it as I did not want a broken appliance. They refused and tried to get me to sign the paperwork indicating "...receipt of merchandise with no damage to the premises upon delivery and installation." I told them NO and after 5 minutes of discussion they wrote "unit tested and not working" on the paperwork and I initialed that so they would leave. They indicated they would reorder a new one.
After they left I immediately called the Cedar Park Home Depot but, no one would help me. They all (4 different people as I was transferred around) gave me the run around and told me I had to call the "877" number on my receipt. At this point I wanted a refund but they told me I had to call the "877" number for that too as I had to follow the “procedure”. He told me all the store could do is call the “877” number and I might as well do that myself.
So, I called the "877" number and after being on hold for 45 minutes I finally got through to someone. Not a Home Depot employee but an employee of Whirlpool/KichtenAid. I asked for a refund. She told me that all they could do was reorder the appliance and that my local store would have to initiate a refund. I told her that I thought the delivery/install crew had reordered. She checked and no reorder was in the system. So, I asked her to reorder and tell me when a new one would arrive. She told me that an availability and delivery schedule would not be own until Monday or Tuesday at the latest. I asked her to reorder anyway. She said if I wanted to proceed with a refund and could not get help from my local store to call the “corporate” customer service at 800-553-3199.
Then I called the Cedar Park store back to see if I could simply get a refund. After being on hold for 35 minutes I was transferred to someone in the Appliance department. He indicated that I could not get a refund until the broken dishwasher (that the crew refused to remove) was picked up and back at the store. I told him I could return it to the store myself. He said if I returned it myself I would be charged a 15% restocking fee! So, I asked to get the crew back to remove it and he said he could not schedule that and transferred me to someone else. After being on hold for 15 more minutes the “operator” said that a manger would call me back in 20 minutes.
After 2 hours, I never received a call. Once again, I called the store but the manager was not available and again I was promised that she would call me back within the hour.
After an hour, I never received a call so I called the “corporate 800” number. After being on hold and transferred around to 4 different people, I finally found someone to help me after 45 minutes. I told her my situation and she was able to get a store manager on the phone. I was told that I could not get a refund until the broken unit was picked up and that my take 7 to 10 days but, an actual pick up date would not be known until Monday or Tuesday. Then they told me that since I used a debit card that the funds may not post back to my checking account for another 3 to 5 days. A cash refund was not an option either.
As a compromise, I asked them what option would be quicker, getting a replacement dishwasher or getting a refund. Both agreed it would be a replacement dishwasher but, I would not find out the actual deliver date until Monday December 12th. They told me that I would be contacted with the delivery date on Monday and I reluctantly agreed.
After never receiving a call on Monday, December 12th I once again called the “877” number around 6 PM. After being on hold for over 40 minutes, I was told that the broken one was not “returned” in the system so the replacement was not ordered. I explained the situation about the crew refusing to remove it and finally got a promise that someone would contact me Tuesday with a delivery date.
After never receiving a call on Tuesday, December 13th I once again called the “877” number around 6:30 PM. After being on hold for 30 minutes and being transferred to 3 different people I was told that a replacement was in fact ordered but they could not give me a delivery date until Wednesday.
After never receiving a call on Wednesday, December 14th I once again called the “877” number around 4:30 PM. After being on hold for over 25 minutes I spoke to someone that could not find my order. I told her that I need to either find out my delivery date or get a refund. She indicated that she needed to speak with a “supervisor” and put me back on hold. After another 15 minutes, she came back and told me that it will be delivered on Friday and I would get a call on Thursday with the approximate delivery time.
About ten minutes later I received a call from KitchenAid and was that the on Friday and I would get a call on Thursday with the approximate delivery time.
About 30 minutes after that the store manager called me and apologized for the delay and told me that the dishwasher would be delivered and installed Friday and I would get a call on Thursday with the approximate delivery time.
Feeling confident that the dishwasher would be delivered and installed on Friday I took another vacation day so I could be home.
Thursday evening I received the automated call indicating that it would be delivered and installed between 9 AM and 12 Noon.
Around 9:45 AM on Friday I received a call from the driver that they were 20 minutes away. They arrived around 10:15 AM and removed the broken unit. When they opened the trailer to unload the new unit I could see that they had them double stacked and one had tipped over and fell to the floor of the trailer as it was not secured properly. I said that I hope that one isn’t mine. Sure enough, that one was mine! They rolled it in the garage and it had a large dent in the stainless steel on the front panel. Needless to say, I refused delivery and they loaded it back on the truck. They offered to reorder me another one but I said that I needed a refund. They told me that I had to call the store to get a refund.
When the delivery crew left I immediately called the store manager. After being on hold for 15 minutes and being transferred 3 times I finally got ahold of the her. She told me should could not help me at the moment as she was in the middle of firing someone and would call me back in 15 minutes. After about 30 minutes she called me back and simply asked if both units had been picked up and I said yes. Then I asked when I could expect the refund. She said she would call me back.
After waiting 2 hours I called back and was immediately put on hold. After waiting about 10 minutes someone else picked up and said they were processing the refund and I would receive an e-mail with the receipt showing the refund and it would likely take 3 to 5 days for it to process.
Between my wife and I we wasted 3 vacation days. We wasted numerous hours on the phone and have went over a week without a working dishwasher, all thanks to the Cedar Park Home Depot. To top it off it will take at least 3 more days to get our money back!
Over the past 15 years I have spent thousands of dollars at home depot and have never had such poor service nor dealt with so many people that just don’t care. I will never set foot in another Home Depot.