Home Depot Appliances

I must of spent over three hours on hold during the five phone calls I spent dealing with Home Depot and Whirlpool trying to get this transaction straightened out. There was zero accountability by all parties involved in this transaction. Home Depot does not have any system or process to deal with problem situations that come up with major appliances. They are merely acting as a broker. The delivery is contracted out to an outside agent. I suspect the delivery contractor is not compensated for fouled up transactions and does not want to make the follow-up trip. There is no incentive for any party to follow up on the transaction. It ultimately comes down to Home Depot to resolve situation and they are not set up to handle it. You have to call your local store and find one of the two on-site managers.

There must be at least four different managers and it seems like you get a different manager each time you call. It is very difficult to reach these people and they are extremely busy. Even if you have their direct phone extension, it is difficult to reach them because they are so busy - expect to be on hold for 20-30 minutes each time. It was also obvious to me that none of the managers really cared if they kept my business or not - the individual store does not really become involved with the transaction unless there is a problem. The system is set up with nobody incentivized to make sure the transaction runs smoothly. There is really nowhere to go to complain. I am not used to that when spending over $1,000 for an item.

4/18 10:14 a.m. Called the same Vegas local store, was told that they FORGOT to order the ice-maker that I ordered on 3/21, and need to order. 4/23 12:05 pm Called the same Vegas local store, Dulce took my message, promised to convey the message to Josie to call me back but it never happened. 4/23 2:53 pm, I called Josie, Kimberly took the message. 4/23 3:31 pm I called the same Vegas local store again, didn't get Josie. 4/23 4:50 pm Called again and finally talked to Josie. She promised to order ASAP. 4/26 9:40 a.m.-9:50 after several transfers, talked to Jacklin at Resolution Department. Connected to local office, talked to Kimberly, the local store manager, she promised to get the ice-maker problem solved ASAP. Got my case number ** from Jacklin.

Between 4/27 to 5/I made the following calls to the same Vegas local store to followup and talked to the following persons: 1:06 pm Talked to Jenny, she promised to convey my message to Kimberley. 5/2 Called the same Vegas local store, Samantha(?) took the message. Kimberly called me back at 5:06 pm, telling me that Josie call me back right away. Nobody called me back. 5/3 11:45 a.m. Called HomeDepot Resolution Department, talked to Khadijia, connected to Kimberly. Kimberly said two pieces of the ice-maker was missing, will check and order the missing pieces ASAP.

Khadijia gave me a case number that is different from what I got from Jacklin and said I should contact her in the future for the case and for compensation for my time. The case number is: **. 5/7 11:29 a.m. Called Resolution Department Jacklin, she was not available. Talked to Janice, transferred to local store manager Kimberly. She said she was going to find out what the missing part were, and get back to me ASAP. 5/8: 4:52 pm Kimberly called me, saying the ice maker I ordered "was wrong", not the right model, because the model they recently ordered was the same model that I ordered on 3/21/2018, and she needed to find out the right model.

5/18 1:13-1:23 pm called customer service, transferred to Will at 1:33. Transferred to Melisa at 1:45 pm at Resolution Department, connected to Eredor. He promised to find out and get back to me. Again, he NEVER did. The phone ends at 2:08 pm. 5/31 Called Khadijia at extension **, left a message with the case number she gave me earlier. 6/1 Called Khadijia at extension **, left a message with the case number she gave me earlier. 6/13 1:20-1:58 pm: called Customer Resolution, Branda, Miki then Jocelin, connected with local store. Jacklin said the ice maker will be delivered on 6/12/2018. 6/14 12:04 left Khadijia a message. 6/14 13:09 Left Khadijia a message.

6/14 11:36, Called Resolution Department, talked to Cordney(? female), was told Khadijia left for lunch, will leave her a message to call me back. She Never did. 6/14 Called Resolution Department and was told Khadijia is no longer with the Resolution Department. I wanted to talk to the manager of the Resolution Department, but was transferred to Jacklin. Jacklin was helpful and professional as always. She connected the local store and told me that the ice-maker was delivered already on 6/12, but IT WAS A WRONG MODEL!!! So, the local store first delivered a broken refrigerator, then, ordered a wrong ice-maker (according to what Kimberly said), re-order, only found it was another wrong ice-maker. It took them three months, still, the job is not done. Someone needs to take responsibility for this extreme case of horrible customer service.

I ordered an entire kitchen appliance in-person at Home Depot in Emeryville, CA. Again, the personnel who helped me order were great and were able to save me a few hundred dollars due to the volume I'm ordering and found me several coupons I didn't know even existed. I told them that I was going through a renovation and my kitchen may not be ready. They advised that I can select a later order date and only move it once I have a definite date. I chose July 6 knowing that I will have to change that later. The two sales clerk told me that this is a 3rd party delivery and installer service. They said that it is hard to get ahold of them and advised that I change the delivery date a week or two before the actual date.

A couple of weeks later, I still don't have a kitchen, but Memorial Day sale came on. I called Home Depot and advised that my appliances are not yet delivered by the prices dropped. Just like that, I got refunded the difference. Again, kudos to the Home Depot personnel in Emeryville. My contractor gave me an estimated date when the countertops will be on. I called the delivery company to have change my delivery date. I called the number of the delivery company, which was given to me in a page that accompanied my invoice. The paper said to call that number if I need to reschedule. The phone prompt said to press 4 if I need reschedule. I press to reschedule and it asks you to enter the date using the phone pad. I enter the date and before confirmation a person picks up. I told her that I just rescheduled using the phone prompts and she confirmed that I'm scheduled for June 4.

A few days later, my contractor asked that I change my delivery date, because something went wrong with the kitchen. I call the delivery company and I go through the prompts and I type in for June 8. Again, just before confirmation someone picks up. I asked for confirmation and she stated I'm scheduled for July 6. I was surprised by that and I said I changed the date to June 4 and now I need it to June 6. She said delivery changes doesn't work that way and I have to call each appliance manufacturer to change my delivery date. Why did the initial girl confirmed my delivery date of June 6? This is my first pissed off session with them. They will not do anything to change the date.

I called Home Depot and told them what happened. This lady, Ms. Lawana **, another associate at Home Depot in Emeryville, CA was super sweet. She said that we do have to call each manufacturer to change the delivery date. I asked if it's easier to cancel the entire order or cancel each one. She said if I cancel and reorder, I may lose my Memorial Day savings. Ms. ** said she'll take care of it and she'll call me back. 2 Hours later Ms. ** calls me back and reported that she called each manufacturer and changed the delivery date. She said it did take 2 hours. Again, kudos to Home Depot. I make arrangements at work to take the day off on June 8.

On June 6, I get a text message stating that my appliances will be delivered on June 8. On June 7, I get another text that I'll get my appliances tomorrow, June 8. On June 7, I also received a phone call that my appliances will get delivered between 9:00 AM and 1:00 PM. On June 8, I stay at home. I have to get breakfast outside, since I do not have a kitchen. I come back home at around 8:50 AM. At, 10:16 AM, I get a phone call from a local number and a person told me that my appliances will arrive in about 30 minutes. I wait. 30 minutes have passed and I continue to wait.

12 PM rolls around and I call the 877 number provided in the Home Depot delivery sheet and after navigating to check my delivery status, it states, "You have a delivery today. Your driver is on time between 9:00 AM and 1:00 PM." I would press the prompt to text me of real time updates. I did this every so often to check my status until 1:30 PM. It is already passed my scheduled block. I call the 877 numbers several times and there is no option to talk to anybody. I try and try and look at the status and over and over it states, "You have a delivery today. Your driver is on time between 9:00 AM and 1:00 PM." I'm already furious and I still could not get ahold of a real person.

I call Home Depot and they gave me a local 510 number for the delivery company. I call the number and, finally, a person picked up, but it might as well be a robot; since, she was that helpful. I at least, finally got their name, Simple Logistics. She told me that she sees notes in my order that I did get a call at 10:17 AM, but she said she can't understand the notes after it. She said they were in "Chinese." She said, she'll call me back. I never got a callback. I call Home Depot again and told them what is happening. They look at my order number and see the reschedule I made from July 6 to June 8. They'll investigate and call me back.

I called the Simple Logistics again and I spoke to a Jessica. She said that my items are not delivered, because they were incomplete. My jaw dropped to the floor and I went into a tirade. I asked her why didn't anyone call me? She said that was GE's responsibility to call me, which was the missing item. I asked her why didn't they call me back? She said she didn't know. The status says pending but they did not know. She said that they rescheduled my delivery to the 14th. I said, someone called me this morning and told me 30 minutes. Why couldn't they call me to let me know of the cancellation and reschedule? She couldn't explain. I asked for a manager and she said the manager is unavailable. I asked for an on-call manager and she said they don't have one. I hung up pissed off.

By the way, I did try to call back the number that called me at 10:17 AM, but no one was picking up and I couldn't leave a voicemail. I called Home Depot and another nice Home Depot personnel picked up and I explained to her what happened. She admittedly stated that she doesn't know what to do with this and transferred me to her manager on duty, Crystal. I was already ticked off. I did my best to avoid yelling. I told Crystal the story and she too said she can't do anything. I asked, "Why didn't anyone call me to notify me of the issues and changes?" She said the delivery company was supposed to do that.

I waited at home, in a torn down kitchen and living room from 9:00 AM to 3:00 PM waiting. I kept calling the delivery's 877 number and it kept repeating the message, "You have a delivery today. Your driver is on time between 9:00 AM and 1:00 PM," even at 3:30 PM. I asked Crystal what can they do. I asked if they can use a different delivery service. They don't have that option. She gave me the typical, "I understand."

I understand Crystal and Home Depot is not at fault, but this is their outsourced company. I asked Crystal what can she do for me for this lost time? I offered different option. I was so upset that, think about it, some of my suggestion was absurd. Crystal did offer to comp me $200, but I'll receive it after the installation. I accepted, but I advised her that I don't care about the money. I want to disassociate with Simple Logistics. I'm really upset about not getting called of the changes. They made me wait and wasted an entire day. I asked Crystal to put the comp in writing, which she emailed me. Also, I asked Crystal if I can cancel without penalty. She said yes, but she advised against it, because of the coupons and Memorial Day savings. I told her I'll think about it.

I quickly called the other vendors I worked with researching these appliances. I called both Best Buy's Pacific Sales and Airport Appliance. I told both of them what happened and I emailed them my invoices. Both stated they'll get a comparable price but may not get as low. I asked for quotes, which both were working on. I called Simple Logistics again and Jessica answered again. I told her I'm giving them one last chance. I'm really upset about not being notified of the cancellation and reschedule. I told her to reschedule my delivery from the 14th. I said tomorrow, Saturday, or Monday.

She said she can't. The earliest is the 14th. I told her bump someone else off; it seems like it's something they can easily do without notification. I asked for a manager again, and she told me what she said earlier, that she's gone for the day. I said, "You have one last chance; otherwise, you're going to lose this business." There was no, "Let me try", or "Let me get back to you." It was just, "I can't." I hung up.

I called Crystal back and requested to cancel all my orders. I told her, unless they can disassociate me with Simple Logistics, I'll cancel my entire order. Crystal complied without pushing back. I know this is not her their fault, but this is their contracted delivery service. There must be an agreement regarding customer satisfaction. I ended up with Airport Appliance. I'm paying a few hundred dollars more, but I can't deal with Simple Logistics. Also, I've shopped with Airport Appliance before and I have been very happy with their service and product.

I had luan plywood on hardwood floors to prevent scratches. They insisted they could not get fridge out with luan there (even though first set of delivery men did pull it out onto plywood) and they drove deep scratches into my newly done hardwood floors! Then they never removed the toe plate to try and level the doors...claimed that our floors were uneven. They didn't hook up water line either. All in all, the visit has costed me thousands now due to the damage to my floors. And, my husband removed toe plate and was easily able to level doors so handles aligned. Thanks a lot Home Depot. You've lost a customer for life! Never again will I purchase anything from your store...not even a $5 plant! This is a criminal operation going on and you need to be held accountable for the delivery service you employ!

I back on May and tried to returned the Telescoping with the credit card, but Home Depot didn't accepted argument had been pass more than sixty days and GE won't received it. I don't understand why Home Depot don't accepted this return??? I wasn't here and in January Fred tried to return you didn't accepted... Why. What do you want I do with this appliance? I don't know what can I do with this appliance... I would like to be your customer and order another appliances, but I won't do it with this terrible experience.

A week and a half later, the new dishwasher from Lowe's was installed. However, I still did not have a refund from Home Depot. Called HD again and they had made no progress on the refund. Out of frustration, I turned the credit over to the credit card company. Two months late, I still do not have a credit for the HD charge. The credit card company stated that HD is not responding to request for information. I'm not surprised.

HD charged my card the moment I ordered the dishwasher. Lowe's didn't charge until I had it. HD uses contracted delivery service. Lowe's delivers directly from their store using their trust and driver. Here is the really big difference. HD will not allow for a return due to damage. You must reject the delivery... And even then they refuse to issue a credit from my experience. Lowe's will allow you to return the a major appliance even after it has been delivered. HD better get control of their band and stop offloading their deliveries to a third party. Giving away the last contact with the customer is a huge mistake. This is the last opportunity to make someone happy they did business with you or the first opportunity to make sure they never do business with you again. I used to love going to HD. After this, I will never buy another appliance from HD and will try to avoid going into the store if possible.

On Tuesday May 29, I called and complained. The lady on the phone said the dishwasher was delivered and I said I never even saw it in my house. May 30rd I followed up again and they said they would call back on May 31st. It is June 5th and no one has called me yet. All the agents on the phone apologized for this. But 3 weeks later I still don't have a call back from the initial complaint or the follow ups I did. On June 5 I still did not get my appliances after filing complaints and following up 4 times. I wish I never ordered here. After all Home Depot is not an appliance store! I hate the delivery team! Messed my life up! For 3 weeks I am waiting on delivery of my appliances! This is my first review I have did in my life!

Called customer care once again and had to order another one with a delivery ETA of Friday 6/1 but we asked for it to be delivered to your store since OnTrac was a horrible experience. Friday came, and what was delivered was a very used Hot water heater!! At this point this is beyond RIDICULOUS!!! This has ALL been a nightmare!!! And customer care won’t do anything to help the customer!!! They don’t care one bit about the customer.

At this point, we are more than LIVID that they can't simply replace the fridge. We have 2 babies at home aged 1 and half. We're living or better yet surviving off a cooler and ice that we must purchase everyday. The babies need fresh food and milk yet it's hard because we have no working fridge. What is the point of the 5 year warranty? If Home Depot can't assist us. 1 whole month and still nothing is getting done. Our case manager has not returned or bothered to answer our calls. It's been a week or more and still no word. Worse service ever! I am writing this with tears in my eyes because it's NOT fair to be paying for a warranty and we can't get this resolved especially because we 2 babies at home and NO working fridge.

I fixed that later by turning the water back on from under the sink. Next they were missing the door handle screw for the freezer door. They reported that to their company saying they would send another screw and promptly left. It's been a week and no replacement screw. I'm disappointed in Home Depot for using this obviously subpar installing outfit. I found the part number for the screw on Amazon. It's a very small quarter inch screw. Amazon wants $9 for it. Disappointing for sure but more and more typical of the no service oriented large retailers.

Told HD that I never got my mini refrigerator. How could I return it? The heavy grill sitting outside my condo was disappeared within those two days period (who knows when and how). Finally, HD said I should contact my credit card company for a refund. Filed dispute with Chase and ended up with no refund since "Chase contacted HD and said the vendor claimed the product was shipped..." So, almost 3 months passed, I had paid for a mini refrigerator but still haven't got it from HD and no refund from HD.

I called Home Depot and they tell me, "Too bad you should have exchanged it within 48 hours." I asked the Manager at Home Depot where does it state that on my paperwork, his only response is you should have received something with that information on it. I explained to him I didn't. He then told me to fight with GE. Let me remind you I have a 100,000+ Corporate Account at Home Depot and I will now be canceling it and going to Lowe's with my business just because you couldn't do the right business decision by exchanging a 600.00 stove. What a genius you have working for you Home Depot!

When I sent an e-mail to customer service (case **), they said they didn't match Best Buy if it was more than 25 miles away, but in this case Best Buy was only a mile or two away. I think Home Depot should clarify their web-site advertised claim that they beat any competitor's price by 10% - they wouldn't even MATCH it - let alone beat it - if they exclude specific stores. The Dept. Mgr. said there were other stores in addition to Best Buy whose prices they wouldn't match either. They should clarify their Price "Guarantee" in that case!

They also informed me that if an item is on sale, they will not honor the 10% veterans' discount. I think they should be specific with the vets about that also - since Lowe's DOES take the 10% off items on sale. We left Home Depot and bought the clothes dryer at Lowe's - for less than at Best Buy PLUS the military 10% discount.

Is said it would not take 3-5 min., so before he brings the new washing machine is had disconnected the old one. So he took out the old washing machine, is went on the floor of the small laundry room to clean under the old washing machine. When he came in the laundry from with the new washing machine and my wife is also inside the laundry room and he was going to put it over my feet (without even asking us to leave the laundry so he can have the free space to enter the washing machine and install it). When my wife asked him to take carry he is going to but it over my feet. Then he got very angry and start shooting you are wasting our times, so I started telling him, that is have been doing my best to help to finish your job but is do not work for you to shoot at us. We are customers and we have the right of respect and better behavior.

Then he left the new washing machine at the door entrance, took the old washing machine saying, "You call Home Depot to do the installation for you." And his colleague start shooting at me on the street. What you did not correct and you are wasting our time, is told I’m trying my best to help to do your job. He said no we are leaving, is told him this would lead that is will complain to the company, come finish your job, he said "Since we came you want us to lose our jobs"! I told him why do is know you from before? Is never met you before, your behavior would lead you to lose your job, then the other one (the tall man) start shooting from the door of the track and he ended his shoot with the "** Word", I said to him what did you say start videoing him to say it again, and he would not have the courage to say it again but waived with his hand to go away and is do have the video for that.

I completed for over two time on the phone to Home Depot and is went to the store to meet with the store manager and should some sympathy and not happy from what happen. Then send to his assistant, she send a complain email message to the delivery company, but up till now (more than 48 hrs.) they did not do the installation and would not the authority over the delivery company to force them to do the installation today! This is one of the worst customer service is every faced. They are good in sorry and apologizing but with no action! Not sure now if I’m going to get any apology from the Home Depot of the delivery person who told me the "** Word". Home Depot service might be good in story and after that it's SO SO Bad SERVICE. So if you order any product from Home Depot get ready to get the "** Word" on the delivery time!

Home Depot delivered the washer and dryer, but did not unwrap the appliances and set them in place, per their commitment and policy, as I understand it. They just dropped the boxed appliances with my contractor, and left. The boxes were in perfect condition -- we have a pic. As HD had not unwrapped, my contractor made the call to leave them packaged until install time, for protection. Had the boxes been damaged, my contractor would either have refused delivery, or investigated further and reported damage. Standard practice for licensed contractors.

Rehab schedule had slipped, so install was delayed. On installation day, contractor unwrapped appliances. Dryer appeared perfect. Washer was badly dented in front. A cosmetic issue, but also possibly a functional problem, as it appeared the unit had been hit hard. Obvious that GE had placed a badly damaged appliance inside a nice new box.

Home Depot and GE will not replace the washer because we had not reported the damage within 48 hours of delivery. Nevermind that their delivery people didn't do their job, or that we've spent many thousands of dollars at HD in recent years, and more than that during the course of the relationship. We're stuck with a badly damaged appliance (compact washer $900+). If you do rehabs as we do, you know this is not a desirable or sustainable arrangement. And after 30 or more years purchasing from Home Depot, for both personal and professional projects, it's a deal breaker when they don't have my back in a outlier case such as this. We're done with Home Depot. So long, GE.

MY REJECTED REVIEW: Big freezer, so you have to lean over to look into the lower compartment. I hoped that this new fridge would be less noisy, compared to my 33 year old Whirlpool. It's not. Significant amount of hissing and gurgling. Overall the fridge looks nice, but the plastic handles look and feel cheap. Seems like the lower door should have 1 more adjustable shelf. It has 3, but 4 would be better.

I have to give Home Depot a POOR rating for the online delivery. During the online chat, and on a phone call, I specifically stated that I needed a LEFT hand door. I was told that the fridge would arrive with the doors off and that the delivery people could assemble it with the door hinges on either side. The delivery man did not ask me about door positions, and brought the fridge into my house assembled with the door hinges on the wrong side! I noticed grease and metal flakes from the assembly. I decided not to have them remove and reassemble the doors, so I did it myself. After rearranging the doors I noticed that the fridge was rocking. The delivery guy had not offered to balance the fridge. I adjusted the screws and balanced the fridge myself. I think that most customers, that are not mechanically inclined, would be quite disappointed with a fridge that is not assembled to specification, and not balanced.

The company then said I would have to wait another week for delivery but could not explain why I should believe that this wouldn't happen again the following week and they could provide no reassurance. I then cancelled my order and Home Depot will not give the funds back for 10 days, even though they never showed up at my house with the appliances. No one was empathetic and expressed any concern about what had happened. I WILL NEVER ORDER ANYTHING FROM HOME DEPOT AGAIN!!!

Since I used a credit card I had to go up to the store at 10 pm at night and get a refund since we were in desperate need of a washer. I spoke with a manager which was on duty and he said we could possibly get another one that was in stock or purchase another one and we would have to make up the difference or take the floor model with a reduced cost which was only 15% and the units were scratched and bent from hell and back, those were our options. They had nothing in stock that was worth buying and if they weren’t at least gonna give us 50% off the floor model we would have to get a refund.

We chose to get a refund which we wanted cash which took an hour to get which makes no sense, when we purchase anything it has to paid immediately but they can take however amount of time they need. I will never purchase anything else from Home Depot especially appliances. Purchased the same washer and dryer for about $100 more and they delivered in two days, it was worth it, thank you Conn's.

Again call the next afternoon and am informed that they can't get a repair company to come out and will make a decision about just paying what I spent plus tax towards another water heater, this by the way is Friday and they won't have an answer until the following Wednesday. All this time I've no hot water. They can't find a repair company, give me a break. The phonebook has three pages of appliance repair companies. This is a scam in my opinion, either that or they're not smart enough to use a phone or computer.