I have been shopping for a washer and dryer for the past couple of months, looking at prices, and different models. Then the 4th of July sale came and Home Depot had a good set for a really good price. I decided to purchase my LG washer & dryer at the Midtown Atlanta HD. It was an easy process, and I felt very good until on the delivery day July 10th, when the deliverer unpacked the washer he saw it had a huge dent on the side. I took pictures of the damage. He asked whether I would be OK with it, or would I want to refuse it and get a replacement washer. Well, seeing as I was going to have the appliances stacked and a corner was badly bent on the washer which would be on the bottom, I decided to refuse the damaged washer and get a replacement.
The deliverer then went ahead and took my old washer/dryer unit and placed the new dryer in my laundry room, since it wasn't damaged. He said I would get a call from LG and Home Depot regarding the replacement delivery within 24 to 48 hours. I was disappointed that I wasn't able to get the washer on the delivery date, but I was left feeling like it wouldn't be much trouble getting the replacement by what the deliverer told me and because I got a call from Home Depot the same day of delivery telling me that LG would contact me to schedule delivery of the replacement within the next 24 to 48 hours. Well two days later, I still hadn't received a call from LG, so I decided to call the Midtown HD where I purchased the appliances to see if they had any info. The person at the Customer Service desk that day, Jennifer, who was very helpful, tried to connect me with the Special Orders person Erica Smith. However, after trying several times for about 15 minutes to get through, Jennifer said she would try to help me. I explained the situation and she said she would contact the delivery service company to see about delivery of the replacement and then call me back when she got the information, so I wouldn't have to wait on hold. I greatly appreciated this and was pleased with the way Jennifer tried to help me and make sure I had an answer. It took her a while to get through, but she was able to give me a contact number for the delivery company so that I could talk with them directly about the delivery. When I called them, they told me that the replacement was scheduled to be delivered (July 19th), but it was a date inconvenient for me so I asked about scheduling a different date. The customer service person at Spirit Delivery told me I would have to contact LG to set up a different date, and she gave me a number to call.
So, I called LG and once again explained my situation saying that I hadn't received a call within 48 hours like Spirit and HD had told me. I was then sternly corrected by LG's customer service rep, saying that they have 72 hours to contact a customer about replacements. I tried telling her that Spirit and HD had given me different information, but she kept saying that they still have 24 hours left to contact me. She said she didn't have a ticket ready for my replacement, so she wouldn't be able to schedule a date, and said that LG would call within the next 24 hours. Well, I waited for that call for another day and a half, and still got no call from anyone. So I called LG again, and said that it was way past the 72 hours to be contacted regarding my replacement. Well, that customer service rep says that the "back office" is backed up and it would be quite a long time to get my replacement washer. I complained about having to wait so long, but she said she couldn't do anything about it, I would just have to wait. I then mentioned that even if I have to wait, it would have been nice to have a call to let me know that. She said that they don't do that so they don't upset customers by getting their hopes up. I told her I didn't understand how keeping customers in the dark about an expected delivery was any better, but she had no response and said that she apologized but because of backed up orders I would have to wait.
That's when I decided to go to the Midtown HD store to see if I could get some assistance since my transaction was with HD and not with LG. I talked with a guy named Billy in Special Orders that heard my dilemma and finally started a ticket regarding this delivery by putting notes on what had happened so far. He made some calls and found that LG oversold the washing machine I ordered and that they wouldn't have any models available until July 22nd! Well, I was definitely upset about this set back and mentioned how inconvenient it was for me, since I have been carting my laundry around everywhere and paying for washing and drying it for months now, and I would rather not have to wait that long. I asked if there was any other way HD could figure out a better solution, such as supplying a washing machine model that was available. Billy said he wouldn't be able to do that, it would take a general manager to approve that. He went to get him, but he wasn't there, so he found out when he was in, which was two days later, and that the manager would call me. I was glad to finally be able to talk to someone in charge who could hopefully help me solve this problem or come up with another solution.
I once again waited patiently. This time I was waiting for the general manager, Joseph, to call. I didn't get a call all day. So after work, I decided to go to the store to talk to him in person. As I walked to the Customer Service desk, he happened to walk up as well talking on the phone. After he finished his call, I introduced myself, and asked if he had received a note regarding me. His response was something to the effect of "Yeah, I've got this other guy and you waiting, but it's Sunday and I've been calling and there's no one at the delivery service." Interesting choice for a customer greeting. I then started talking, expressing my frustration at the situation, at which point he told me "Please don't make any threatening moves toward me." I was confused about what he felt threatened about. I wasn't yelling, nor did I invade his personal space or make any violent moves. I was talking with my hands, which came nowhere near him, and I'm sure my face expressed that I was upset, but we stayed about two feet apart and at no time did I invade his personal space. There were two associates at the Customer Service desk at the time that can attest to that. Thinking back, it made me wonder if he perceived that I might be violent or thought I might be because I am Latino, since nothing I was doing felt threatening. Anyway, I assured him I wasn't threatening him and that I am just upset, not being violent. There were two associates at the desk at this time watching that can attest to that. So I made the point that I am a HD customer, not a delivery service customer, nor a customer of LG, so I was looking to HD to help me and listen to my needs. Joseph's demeanor, not taking charge of the situtation, and avoidance of eye contact told me that he was annoyed by my presence and he had no interest in helping me or providing any solutions. I even mentioned could I possibly get a different washer that was readily available, and he just kept coming up with excuses like, "you won't have matching machines," "well, I'll have to start a whole new order." His words and behavior told me he wasn't going to help no matter what I said and just wanted me out of the store. My patience had run out because almost everyone I dealt with, including a store's general manager, had no interest in providing good customer service. So I told him I just wanted a refund for the washer, because I was disgusted with HD's customer policy of taking the customer's money and then forgetting about them, leaving them hanging should any problems come up. Joseph was all too eager to process the refund and had nothing to say, not even an apology for the ordeal I had gone through. As I was leaving, I told him "Now you're happy, right? Because you don't have to deal with me anymore?" to which he had no response other than a shrug.
Had I received a washer & dryer that were not damaged on July 10th, I would have had a positive first time experience buying appliances at HD, and I would probably use them again. But the continual people saying they'll do one thing and not delivering by LG and HD all week long, and then dealing with a general manager without basic customer service skills like greeting a customer correctly and helping them feel like they are being listened to and taken care of without accusing them of perceived violence made this the last time I ever shop at ANY Home Depot. I should have listened to my best friend who got her washer & dryer from Lowe's and had a very positive, attentive, and problem-free experience. So that's where I'm taking my money, since HD doesn't seem to appreciate me as a customer.