Except, not so much.
We ordered online from the Home Despot (yes, despot), and hoped our fridge would arrive in fairly short order. Worst decision ever.
After a couple days, I received an email that my order had shipped. I tried to track it online, but no dice. I called the Home Depot to ask why it wasn’t working, when I was informed that it was being shipped by a “Common Carrier” and couldn’t be tracked online. Could I have the name or contact information of the carrier? Of course not. Despite multiple requests.
The only thing I was ever told was that the carrier (who would insist on remaining nameless) would contact me 24-48 hours before delivery to arrange a time to receive the order. Fine then.
I received a very cordial call from the freight company and set up a delivery time. Not a convenient one, but a time nonetheless. Between 11am and 1pm on Friday. So I went into work early, and packed myself up to get home by 11am to work from home and wait.
And wait some more.
That’s when I got a faint knock on the door. The delivery driver was there, saying my buzzer didn’t work. Too bad he tried the wrong buzzer entirely, even though the correct number was written on the delivery slip. No matter, the fridge is here!
Fridge is unloaded, delivery guy leaves, I rip open the packaging like a kid on Christmas!
And find…. the dent.
A huge unsightly gash in the side of my pristine fridge!
So I call the Home Depot, which is where they had a chance to make things right, and instead did absolutely everything wrong.
I’m instructed to keep the original packaging (have you seen how much stuff comes packaged with a fridge? I’m going to have to sleep with the stuff!) and the carrier will be instructed to contact me to set up a time to pick up the busted up appliance. There goes another few hours off work.
But instead of sending another fridge to a valuable customer in good faith to exchange the units, the Home Despot insists on waiting for the broken unit to arrive back in their Burlington ON warehouse (a mere 4500 kms away) before sending the replacememt back across the country to me.
No, there is apparently no way around this. I can’t work with a local store to make a swap, and there’s no way they’ll send a whole extra unit (I mean, I’m sure having that extra $250 out of the warehouse makes a HUGE dent in their bottom line, right?) as a replacement at the same time as the pickup.
I replied that I would arrange a time for them to pick up the fridge and would like them to promptly cancel my order. It took two weeks to get the original fridge, I’ll be damned if I’m going to take yet ANOTHER day off on top of the return pick-up and wait about four weeks to receive an appliance I can get at innumerable other places.
I also asked for a supervisor or customer service person of some sort to contact me to discuss the issue, since I find it all pretty ridiculous, and I’m hoping that someone other than their friendly but ultimately useless call centre monkeys can actually find a reasonable solution to the issue.
Considering the speed and concern with which my issues about the neverending bathroom reno were addressed (read: none) I don’t have high hopes.
Until then, no more Home Despot for me. I’ll pay more and shop around elsewhere if it means avoiding supporting such terrible practices.
In the meantime, I think I’ll crack open one of the bottles of currently un-refrigerated wine, and weep.