Home Depot – Always an Adventure

One Saturday in February, 2007, I went into Home Depot to purchase a refrigerator. After reviewing the inventory, I found the refrigerator that would satisfactorily meet my needs. I was pleased to read the huge sign above the appliance that said “Free delivery and installation with removal of old appliance for purchases of $299 and over”. Wow, I hit the jackpot. The refrigerator, which cost $299, just met the criteria.

I found a sales woman and explained what I wanted. She barely looked at me, and without a smile said, “I’ll check to see if I have any left. Oh yes, I have three, wait here.”

Hmm, why was I waiting. I guess she wanted to double check. She came back pushing the refrigerator on a dolly. Somewhat surprised, I looked at her and said, “I know that I look as fit as a fiddle, but I’m hardly able to hoist that appliance on my back and take it home with me. I’d like to have it delivered, thank you.”

Whoa, what did I say that for. She shot me a look and said, “That will cost an additional $75.” Being a God-fearing woman, I stifled my initial reaction. I regained my composure and calmly said to her “Why?”

She responded, “It’s because we have it in stock, and the free delivery is from the manufacturer to your home, yadda, yadda yadda…”

I didn’t understand her reasoning and when I asked for further explanation, here’s what I heard “yadda, yadda, yadda” So I asked if there was someone else I may speak to who could make sense to me? “Oh sure,” was her surly response. Out comes another woman. She begins to reiterate what woman number one said. She then told me to go home and order it off the internet.

Wait a minute. I drove to the store to order a refrigerator that they clearly stated they would freely deliver; now I’m being told to go home and order it off of the internet in order for it to be delivered for free? What’s wrong with this picture? Not willing to accept her load of pooh, I asked to speak to someone in a more authoritative position. I was then referred to the service desk to speak to a manager.

Getting a hold of the manager, I asked him to read the enormous sign over the appliances and please make me understand what it meant. His interpretation: “Anything costing $299 and over will be delivered free of charge with removal of the old appliance.” Good, I said, we’re operating from the same page.

I pointed to the appliance I wanted to purchase and asked, “Does this fit within that criterion?” “Yes,” he agreed. So, I looked at him and asked, “Why the problem?”

He walked over to the two sales women and told them to reduce the price of the appliance by $75 and have it delivered. Whoa boy, they glared at me. If looks could kill, I would have been dead.

Okay, here’s the kicker. The refrigerator was not for me, it was for my tenant. It was to be delivered the next day (Monday). I told the store to speak directly with the tenant to arrange delivery time. Okay, another item crossed off of my to-do list.

Oh contraire. About a month later I call my tenant (because her rent check bounced) and she asked me, when will they deliver the refrigerator? WHAT!!!???

It was never delivered. Here it is a month later and it is back on my to-do list. I made several calls to the store and no one called me back. I went to the store and 4 people standing around all said they would call me back. Of course they didn’t, something about the manager being on vacation. It took another 2 to 3 days before I received a call back. Did I mention that I paid for the appliance in full a month ago? Apparently it’s store policy not to deliver unless its paid for.

Finally a month and a few days later, the refrigerator was delivered. Oh, and the tenant and the bounced check? Well, that’s another story.

If people would honor their commitments, then I wouldn’t have much to write about.

That’s my two cents and I’m sticking with it! 

Filed in: 2007