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Home Depot/GE/XPO Delivery Nightmare!!

Discussion in 'Online' started by Kfox4465, Aug 17, 2017.

  1. Kfox4465

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    My original appliance delivery, made through Home Depot online was scheduled for July 26th. I did not realize this was split into two deliveries and an entire 8-hour window. The first delivery with the dishwasher went great though we had cancelled the installation due to lack of plumbing and they partially installed it anyways. The second delivery person called once, left no voicemail and didn't return my call so I had no idea it was them to have someone meet them. When I called to ask about the delivery, I was told at 5:30pm that they hadn't come yet. After waiting until 7pm, I called again and was told they came at 3:30pm and I could only get a new delivery date of August 1st.

    That day the delivery person calls and advises "I don't know if anyone told you" but they only have the fridge because the microwave and stove are damaged. The fridge also turned out to be dented on the side and installed lopsided. In the process, they also scratched the new floor, damaged a wall, door and door frame. As nobody knew where the stove and microwave were, then there was a 48 hour dock check.

    The new stove and microwave were delivered the following week after I hunted down the warehouse number and asked for immediate delivery. They were delivered but immediately were yelling because even though they gave us a 30 minute window, they showed up to the house in 15 minutes and had to wait 5 minutes. They claimed there was no service order and refused to install the microwave. One delivery person continued to be harassing and belligerent to my elderly mother screaming that they she was wasting their time and they should have left instead of waiting 5 minutes in the first place. They were told to leave because she felt unsafe in the situation.

    In the meantime, I have had about 8 hours of phone calls to GE, Home Depot, XPO and whoever else I can speak to and have gone in circles. I finally got one email to a Home Depot rep, but she has since disappeared. The situation has been escalated twice through Home Depot with everyone after a day or so. There is no communication between any of the companies and I can't get one person to communicate to or give me a call back.

    It has now been a month. I wasn't able to get a new fridge delivered until August 18th, but when they called they said they were only picking up the old one and didn't know when a new fridge would be available for delivery.

    I had asked for a refund to keep the broken refrigerator since it is useable to some point and I would like to avoid further deliveries due to the past harassment and damage issues. I was told that $125 is the maximum amount that is given for damages. This isn't enough since I don't know the extent of the damages.

    I was supposed to be contacted regarding the insurance claim and have not heard from anyone regarding this. Overall, this has been a horrible situation, I am out of phone minutes and each call takes about an hour to re-explain my situation and wait on hold. I'm not even sure who I should be speaking to. The representatives at GE agree that I have been treated horribly and want to help, but don't seem to be able to do anything to escalate the situation. Home Depot just says that everything falls on GE and they can't really help any further.
     
    #1
  2. Neil

    Neil Moderator
    Staff Member Advocate

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    Do a credit card dispute. You have the proof you need that you tried to resolve this with Home Depot. So now dispute.

    You have to show the cc company that you tried to negotiate with the store to get this resolved before you do a dispute and you have done that.

    Call your cc company
     
    #2
    jsn55, Kfox4465 and Carrie Livingston like this.
  3. sas80

    Staff Member Advocate

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    Shoot, walk into the store, present your receipt, tell them you dont have possession, tell them why, and that you want a refund immediately and want to pick out a new fridge and get a 25% discount and immediate delivery. Actually, call ahead and make an appointment with the manager
     
    #3
    jsn55, AMA, Kfox4465 and 1 other person like this.
  4. Neil

    Neil Moderator
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    I wouldn't want to deal with them anymore Ana if it were me, I'd go elsewhere. Home Depot is not the only appliance seller in the world and you risk lousy service yet again.

    Just do a chargeback and ship elsewhere.
     
    #4
    Kfox4465 likes this.
  5. AMA

    AMA

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    I agree with SAS. Go to the physical store and stand there. I find the store employees are much more likely to help you than the 800-# "customer service" people.
     
    #5
  6. jsn55

    Staff Member Advocate

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    I think both bits of advice are very good: dispute the charge and visit the store manager. I do know from past experience that some delivery/installation people can be just impossible. I believe that most of these services are contracted out. I would definitely make an appointment with the HD manager and see if you can get this worked out without any more wasted time. Make a list of the facts in chronological order so s/he can see exactly where the problem lies. Be polite and avoid any emotion. You're there to get this mess straightened out and that manager is there to help you do that. If this doesn't work, you can dispute the charge.
     
    #6
  7. AMA

    AMA

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    I have one other piece of advice: NEVER accept a damaged appliance. HD delivered a refrigerator and when they took it out of the box it had a big dent in its side. I told the delivery guys to put it back on the truck and take it away, immediately. When I called HD to tell them that I refused delivery, they started arguing with me that I should have kept it because "It was under warranty and the manufacturer would fix it." Uh, NO. HD delivered a damaged appliance. I paid for a new, undamaged refrigerator and that is what you are going to give me.
    Once you accept the damaged one, you will have a lot more trouble trying to make them replace it instead of foisting you off on the manufacturer.
     
    #7
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