Home Depot Appliances

In the meantime, I spent about 35 hours on the phone trying to speak with a manager, left many unreturned messages, and had several people promise to help that never followed up. A second person was sent to confirm with the same findings. I'm told by Home Depot there isn't anything they will do. I get a letter explaining my warranty (which I paid $250 for) was voided. At this point, I lodged a complaint with the Better Business Bureau and was refunded the repair estimate and warranty ($800.00). I chose to purchase a new unit from Sears Appliances and donated my previous unit to the food bank. 6 months later I get the refund, but only after the BBB got involved--not cool.

I called the LG customer service and we were told that our appliances were not scheduled to be delivered until February 10th. SO WE HAVE NO REFRIGERATOR, NO DISHWASHER, NO STOVE OR MICROWAVE UNTIL THEN!!! A trip to Home Depot on the 28th was a waste of gas as they can't get ahold of anyone on the weekend, so this morning I have spent 4 hours going between Home Depot, LG and my husband who both companies continue to disrupt at work even after being asked, then told to call me instead. The outcome they believe is satisfactory? February 6th. Yeah the 500.00 we saved for this sale has already been spent in the food that was without refrigeration being thrown away, having to order cooked food, an installation charge and another full week without the appliances. Maybe we shouldn't have expected our fully paid for appliances to be delivered on time and gotten rid of our old appliances?

To make a long story short, I did a lot of back and forth between Home Depot, the appliance department, installation department and even Ovation delivery (the company HD uses). Home Depot was recommended to me but I will never recommend them to anyone else. I am still waiting for my machines to be installed. I do not know why there is so much confusion and why me as the customer has to be chasing everyone to get some kind of result. I now have to wait on what appears to be the installer’s time to get this rectified as there is no sense of urgency. I went with HD thinking that since they are a known and reputable company, they would not have these kind of issues. Clearly I was wrong. Someone either needs to get their stuff together or be dropped from doing business together. This is so upsetting, disappointing and unprofessional!!!

I schedule another vacation day so that I can be at home for the delivery. The delivery company calls on 1/11/2018 to tell me my 4 hour window is 2 pm - 6 pm. On 1/12/18, they never show up to deliver my merchandise. I call the delivery company and am told Samsung didn't have the refrigerator in the warehouse. I call Samsung and they are absolutely clueless. My delivery date remains 1/12/2018 with no update. They didn't have the courtesy to tell me my refrigerator didn't show up and they allowed me to wait an entire afternoon for a delivery that was never intended to happen.

On 1/15/2018, I contact Home Depot to help resolve the problem. I spent almost 2 hours on the phone and nothing was resolved. I was told they had almost 40 refrigerators in the warehouse by HD. Samsung can't figure out what happened and repeatedly tried to get me to cancel the refrigerator order. I insisted I wanted my merchandise. Again, the price was great and I can't order another one for that price. Samsung had to start a "document search" that could take up to 48 hours. Why do I care where they lost their merchandise? Why would they not just send me one of the others in the warehouse? Apparently, that is an unreasonable expectation.

Today (1/18/2018), I have yet to hear from anyone regarding my order and the supposed document search. I was told someone would call and schedule the delivery. I had the HD employee call my local store to see if they had a refrigerator in stock that they could deliver. The local store calls me back to offer a loaner. I don't need the hassle of taking another day off to get a loaner there. I did not request a loaner, though the gesture was the only positive out of this entire mess.

Samsung, the delivery company and Home Depot each take zero responsibility for fulfilling the order. Home Depot says, "Gosh what can we do, it is them." I paid Home Depot and they need to resolve the situation. Meanwhile, I have burned two vacation days for no reason, paid for the product 8 weeks ago and have nothing!!! I did have to specifically ask that my microwave credit be applied to my account. The HD employee did that but didn't take off the install charge that was associated with the microwave. Another hassle I will have to track down.

Samsung is particularly annoying. They will tell you any manner of false information to get off the phone. They can't send me a refrigerator because they will have to charge me for another refrigerator. Of course, they do not have access to my credit info since I bought from HD. The lack of professionalism and inability to honor their sale prices is astonishing. I thought Home Depot was a quality company, employee owned and committed to quality customer service. I highly recommend you go elsewhere when looking for appliances. I have lost a lot of money in paid time off, phone time and still don't have a much needed refrigerator.

I called their company only to be told that there is no installation. They just bring the water line and only install if there already is a water line in place, which makes no sense. Then they left. I proceeded to call Home Depot to complain and spoke to Mark and then to Michael and both got disconnected or hung up on me. While I was doing that my two excited children (ages 4 and 5) run to open the refrigerator and came out of the kitchen with a working drill. The delivery workers left a working drill in the refrigerator, thank God no one got hurt. Their negligence put my children in danger!!! Someone could have easily lost an eye. I proceeded to call Home Depot and the Home Delivery America company but got no answers. Then at 8:30 pm there is a knock on the door and it is the delivery workers returning for their drill. I told them that I will return it to them only after I speak to someone from their company and file a proper complaint report.

I tried to call the company at ‭(201) 758-8081‬ but got their answering machine and left a couple of messages. Then a women named Beth or Maddy, as she used two names in the same conversation called me from ‭**‬ and when I told her what happened she would not give me the delivery workers' names, nor a complaint number and in the end hung up on me. The worker left and several minutes later I got a call from the 90th precinct ‭**‬ and the officer told me that the delivery workers are complaining that I won’t give their tool back. I told the officer the whole story and how dangerous the negligence of these workers was and asked that they please send an officer to my house and I would be happy to give the tool back but I want a written report.

At 9:30 pm officers ** and ** came over and I explained the whole situation to them and gave them the drill back. They instructed me to file a complaint against the delivery company not only with Home Depot, but also with the Better Business Bureau, which I did. I also contacted the delivery company and filed an official complaint with them. This whole process endangered my children’s lives, wasted a ton of my time and still my refrigerator which cost over $1500 is not fully functioning!!! I was texting with several people from Home Depot including Kim, Luis and Scott from Home Depot but none of them have been able to resolve my issue. All I am asking is for a plumber to be send to my house to finish the installation at no cost to me at a time convenient for me!!! Or to be credited to my credit card $350 which is the average it takes for a plumber to do the job and I will hire someone myself.

I cannot believe that Home Depot works with such a negligent company which endangers the lives of children and does not complete the work properly. I hope to hear from you soon in regards to this issue. I also have tons of screenshots of my conversations with Luis and Scott but all are useless because they keep telling me to call the 1800 number which I have tried and can’t get a Home Depot representative on the phone. To say I finally connected with a person and talked to 2 representatives and their supervisor and it turned out that they were not from Home Depot but from the horrible delivery company and of course were not helpful at all. As you can see I also emailed with the customer-care and got redirected by them to the 1800 numbers as well. I am simply at a lack of words for this horrible customer service and the whole experience and will be very vocal about it. Outraged, Customer.

1 week later delivered the 2nd washer and it looks like it had been rolled out the back of the truck. They tried to make me take and I refused. They went out to the truck and took off and did not let me know what was going on. GE appliances company handles all Maytag deliveries. Strange why another manufacturer delivery of the new appliances from a different company. Could GE be damaging appliances so the purchasers would get mad and buy GE.

Went to the store and advised the problems we are having and I made the decision to have appliances picked up and return my money. Went thru again the problems and the pictures. Spoke to a woman MGR and she stated Monday the store would pick up both units. Final after 4 weeks after I paid for the units the store came and picked up the set and headed back to credit my account. Is this how the BIG business handle them selfs? I hope not because the service sucks on all parts and neither one cared for the purchasers.

Received phone call the evening prior to my delivery date informing me delivery team would arrive between 1:30-5:30 and that they would call 30 minutes prior to arrival. Neither of those statements held true. At 7:30 PM on scheduled delivery date, still no word from delivery team. Called Home Depot again and provided order information. Was informed by first rep that she couldn’t find my address of the delivery roster. Call was forwarded to the delivery agency (?) where I was informed that the delivery was scheduled for today, that they couldn’t contact the delivery crew directly, that it was the last delivery of the day, and that “sometimes the crews just get held up”. Okay, I can see that, things happen. But how about a phone call to advise the people who are sitting at home waiting for the products they spent a couple thousand dollars on that there’s a delay?

I canceled the order and will now be going to a local appliance store. I will happily pay a higher price to avoid these idiots in the future. These people (at least the ones in charge of delivery) give zero **. I won’t ever order any major items through Home Depot again. Absolutely unacceptable customer service and horrible, horrible communication. Save yourself the time and high blood pressure and go to your local applicable store.

I paid extra for the hose and installation. Our laundry room is pretty standard, so I dont understand why the hose was an issue and there was no mention of limitations on hose size while ordering. After all that, the appliance itself was dented badly so we refused it. To try to reach customer service for a new delivery date is an exercise in patience.

The phone prompts are ridiculous. They are numerous and cant be bypassed to talk to a person. Finally, you reach someone and you get disconnected and you have to go all through the prompts again! The waits on the phone after the prompts were 40 minutes. The new delivery date offered (finally, after days of calling and emailing - cause their idea of a 72 hour wait just to GET a new date is more like 96 to 108 hours) was so far in the future, it is a joke. So I cancelled the order. I will never shop there again. And I have bought a lot there through the years, appliances, fencing, flooring, you name it.

When she clicked over to find out what was up, the call dropped. I called again, spoke to someone else, this person told me that the delivery had been moved to Monday. Needless to say, I was frustrated. I asked "why?" and he said that the dryer had just been delivered to the delivery agent. Ok, so I asked why I wasn't advised? And why Monday? I want it delivered asap. When he went to "find out more info" the call dropped again. I was frustrated and called again. Asked for a supervisor. This guy tells me there is nothing he can do.

Of course I asked why wasn't it given to the delivery agent (he didn't know), why it wasn't communicated to me (he didn't know), and how it could be made right (he couldn't do anything except say "I'm sorry"). I insisted on an earlier delivery date, but he said that wasn't something he could do, that the delivery agent was overbooked. As you can imagine, at this point I'm beyond frustrated and bordering on livid, and I said that this was their mistake and they had to do something to make it right! Nope, nothing. Monday. No offer to mitigate the delivery cost, no attempt to get the dryer to me any faster, nothing. And that is where my anger comes from... not the delayed delivery, but the horrible customer service and absolute unwillingness to do anything to fix their mistake.

When I exhausted all possibilities with GE, I called Home Depot again, and after several attempts to speak to a manager, I was unable to get anyone who was willing to do anything than shrug their shoulders and say "I'm sorry...we've had this complaint before." Again, nothing to help ameliorate the situation. Both GE and Home Depot have lost a customer after this experience. There is no need for customer service to ever be this poor and for something like a basic scheduled delivery to be so unreliable.

I called the store at 6:52 and spoke to the store manager who said they could be still en route and to call him back if they didn't deliver it. I called again at 8:07 and was told they would contact their expeditor but that person would not be in until Tuesday because of the holiday. I called the store Tuesday morning at 09:05 am and spoke to the store manager who told me he would contact the expeditor and find out the status of the order. He called me back ten minutes later and told me they had called the number "I" had given them and did not get an answer.

I told him the store had entered that phone number which we had not used in over 7 years and that they had the actual number as the alternate which no one had called. He then said the driver had come to my address at 5:00 pm and knocked on the door and no one answered. This was not true because my husband and I both sat home the entire day waiting on them. We also have four large dogs who would have barked as soon as they heard someone knock! At this point I told the manager to refund my money and keep the ** refrigerator! I will never shop at this store again!!

They now want to deliver it New Years Day at 1:00 and we're having a dinner party for 12 people at 1:00, so we said no, that they'd have to be there before 10am for us to manage it. They said they could be there at 10 and maybe before 10. We said ok. 10 came and went no truck. Had the delivery company's number now and called at 10:30. He said they left 20 minutes ago and would be there in 30 minutes. 11:00 came and at 11:30 I tried to call him 20 times and no answer.

At 12:00 I got a call from the driver saying they'd be there sometime after 2 and I told him the other guy promised me by 10 and he said he never got that information and we were number 6 delivery for the day and they only did their first delivery at 11. So I cancelled the delivery and I'm cancelling the order. Now, I like Home Depot and their only problem is hiring this delivery company. Do not buy Home Depot appliances until they fix this.

Well guess what? I never received a call back and when my electrician as able to come by to check my outlet he said there was no issue. It's a 3 prong plug and they both read 120v which adds up to 240v. We tried again. Dryer turned on this time but would not start. Called them again to let them know the delivery team never called back to pick up the unit and my electrician verified that my outlet was functional, and I was told a return cannot be approved by service rep because a store manager is only one with authority to approve an appliance. Again I was told they would call me back in 48 hours and they didn't call back (see a pattern here?). So I went to my nearest store and asked about this issue. Apparently their return policy for appliances doesn't apply to appliances. Go figure, huh? The store manager told me all appliances are labeled in the middle of the details page online with a text stating non-refundable product.

He said they come direct from manufacturer so any return has to be approved by the manufacturer. He did offer to call to get it serviced, but at this point I wanted nothing to do with Home Depot or their customer service. So now I'm stuck with a dryer that doesn't work and they won't take back and can only get it serviced through Whirlpool rep. I've already tried filing a consumer complaint and complaint with BBB. Keep going through same loop of responses from different reps like they all have the same scripted text. Last I heard I was going to be contacted by Whirlpool service rep to diagnosis my machine's problem in... you guessed it 24-48 hours.

It's been over 3 days and haven't heard back from either one of them. Seems super shady to me to hide non-returnable product in a wall of text on product page. There's no mention of appliance being non-refundable anywhere else on my receipts or delivery invoice. You'd think if they had such a strict no return policy on appliances they'd say it somewhere more visible to the consumer... unless of course they have something to hide. Going to try contacting my local news and business attorney to see if it's even legal to have a return policy that can't be used.

It turns out that they topped their first missed appointment by not coming back to repair the fridge. So approximately 2 weeks later I called the protection plan company again to complain. I was put on with a “Supervisor” who assured me that the parts would be overnighted to another company and that the fridge would be repaired by mid-week. Well mid-week came and went… I had to contact the repair company to find out what was going on.

Turns out that the parts that were to be sent overnight never arrived! At this point, Thursday 12/21/17, I decided to engage the store where I purchased the fridge. After all I purchased the item from them not some third rate protection plan company. I was assured by the store ASM that I would hear from the store’s appliance order specialist the very next day. Enter another missed deadline… The store never contacted me regarding this matter. I decided to go to the store in person to speak with the person that was supposed to contact me or the ASM that I spoke with. I was then introduced to another ASM, who started digging into the matter a bit.

After finally contacting the second repair company on the phone they had agreed to set up an appointment for the following Wednesday to simply look at the fridge to make sure that whatever parts were on their way were going to be the right ones. After all we were dealing with the company that originally came out that was unable to communicate in English. Well by the Wednesday appointment parts magically appeared at the service center. Unfortunately, the parts were not exactly what was needed to get us back up and running. So back to the phone with the store and the protection plan company. The dog is chasing its tail!

The next day we receive a phone call from the protection plan company checking up on the repair and to inform us that now that the repair has been made they are going to close out the claim. ARE YOU FREAKING KIDDING ME?!? I get the sense that any repair company arrives at your house that a repair is considered done (yes this also happened with the company that could not communicate in English as well). So here we are, two visits from a repair company and supposedly two completed repairs. I call all of the involved folks back to inform them that the jokes are no longer funny and that the fridge has NOT been repaired.

Okay, so the second service center informed me that they had to order another part because the first was not going to repair the fridge (12/27/17). Another unfortunate event is that the part that they had to order is supposedly a special order part… No idea how long we will continue to be without a fridge, in fact I am at the same place I was on 11/27/2017 when I went to the store to initiate the process to begin with. This also puts us at a month without a fridge, and running in circles with the store, the protection plan company, and the repair companies.

The store ASMs that I have engaged with have assisted, however, both the store and the protection plan company have informed me that they are escalating my claim for replacement of the fridge. It turns out that we have been given false information, and that there was no escalation of the claim. I cannot for the life of me come to terms with why both The Home Depot and the protection plan company would inform me that they were escalating this for replacement when in fact they were not.

Despite the clear lies that I have gotten that the store has tried to help, but it appears that they are calling the same protection plan company that I have been dealing with. The round and round conversations related to this topic can only be laughed at, you really cannot make this stuff up. The local ASM offered us a mid-sized fridge with a freezer to hold us over since we are living out of a dorm sized fridge on our Florida patio at the moment. While this was an admirable offer, as a disabled veteran I do not have the means or the physical ability to pick up a fridge, and move it into my house. So I had no option, and had to decline the offer. It is now Saturday 12/30/17 and no one knows when my fridge is going to be repaired or replaced.

They just don't care if you are satisfied. They are rude and disrespectful on the phone. Who tells someone that? When I asked further they told me that I would not like their answer and they would not say anything else because they knew it would start an argument. They also suggested that I bring the refrigerator back myself. Seriously? What happened to the customer is always right and what happened to good customer service? This is the second time that I had a bad experience with this delivery service. The first time they broke my washer when they delivered it and I had to wait three weeks for a replacement. I will never again purchase an appliance from Home Depot.

A week later no parts and no appointment. I just called again. It’s the 27th of Dec said I will get the pump today (NOT)??? They are still coming out in 2 days to install the pump. Here’s a tip from a manufacturer!!? Call the manufacturer of the product you’re THINKING about purchasing to see if they have an extended warranty. MOST DO! If so purchase the warranty from the manufacturer direct for about the same price. It makes a BIG difference! I hope this helps. The appliance, hardware, electronic stores are only picking up the extra cash. The order number below is the repair number from Home Depot.