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Review 10/2/2009
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I ordered double entry doors for my home on 07/03/09 at the Home Depot. They were made by Feather River door company. Upon ordering the doors I asked the sales person if they were good doors. He said yes they were very good doors. The sales person told me the doors would take about 3 weeks to get. On 07/29 the doors were delivered. Upon inspecting the doors I observed a large green stain on one of the doors. I immediately showed the driver, and he verified the defect. As I checked for other possible defects on the door I observed a green sticker that stated something like these doors have been thoroughly inspected by home depot personnel to be free from any defects. Obviously this was not done. I told the driver and he said he could not take the doors back because he is not authorized to. He told me to call the store and have them picked up. He also said he had never seen doors with that kind of mark delivered.
I called the store and spoke with Sue. She said she would have the doors picked up and have to verify the damage, and she would call me back. I also asked her to have the manager call me. She said Javier is the manager and he would call me soon. The doors were picked up and taken back to home depot.
About a week later I called to see what had happened since no one had called me. When I called I spoke with someone and they told me that my order was only for one door. I told her that didn't make sense. I ordered double doors. She told me I would have to call back and speak with Sue. I called back the next day and spoke with Sue. She said they had ordered only one door because only one door was damaged. I asked her if that was normal and she said "yes". I asked her if there would be any problems with just fixing one door, and she assured me there would be no problems.
About two weeks passed and I called again to check on the status of the doors. Sue told me they received one door but it was damaged, so they sent it back for a new one. About two weeks later I called again to check on the status of my doors. Sue told me the door was in however she didn't know when they would be able to have an associate at the store mount it. I asked her why an associate at the store was doing it she said that just how we do it here. She didn't tell me if the associate was a certified installer or what his credentials were. It took about four days for the "associate" to find time out of his "busy schedule" to mount the door. About a week later sue called me and told me the doors were ready for pick up. I asked her if I could go down to check them out because of all the issues I had had with these doors. She said yes. About a week later I drove down to Home Depot, and inspected the doors. I clearly saw that the center wood piece that separates the doors was damaged. The wood piece looked like it had been scuffed in several places. It was a decorative piece of wood. I told Sue of the damage. She told me to fix it myself. I said excuse me? This is a new door why should I have to fix it? She said well just have your installer fix it then. I was shocked. I have never heard of such poor service. I told her that I would consult my installer and see if he could do it. She was gracious enough to say they would discount the amount it took to repair the door. At this point I was very stressed out, I couldn't decide if I wanted to keep the doors or not. I really liked the doors and me and my wife had been really excited about getting new doors installed. I left home depot with a sour taste in my mouth. I called my installer, and he said he would try to fix the doors, and to get them delivered.
Over the next few days the home depot employees called over and over again to have the doors delivered. They told me that everything was fixed on the doors and they were ready. I asked them if all the issues had been resolved and they said yes. I told them I was waiting for a date from my installer to have set up the install.
The doors were delivered on 09/24. Upon arrival I inspected the doors to see what had been done to them. I observed there were visible hammer marks on the wood frame. The center wood piece had not been replaced, and the holes in the door for the locks were not in line. It was bad enough that I could see the difference without even measuring them. I showed the driver and he agreed. He said he has never delivered a door that had that much damage that the owner did not know about. Apparently no one inspected the doors prior to delivery. Even the installer of the one door did not inspect the holes. So what kind of job did the "installer" do. Obviously a poor one.
I called and talked to Sue about the doors. She told me she would pass along the info to Javier the assistant store manager. I told her she needed to have him call me because last time she said that, he never followed up on anything, and that is why everything is messed up now. She said he would call me. Javier did not call me back that day. Sue called and said he was busy and would call tomorrow (Saturday). Sue also told me that she could have the vendor go to my home after the door was installed and replace the center wood piece. What I don't understand is if I already complained about it why didn't she do that in the first place?
On Saturday Javier called and apologized after looking at the order notes. He said I had received the worst customer service he had ever seen, and he would have someone pick up the doors today. I thanked him for expediting the pick up and appreciated his help.
He never called back, Sunday came and went, Monday came and I finally called the store manager Bob. Bob seemed very concerned about the issue. I told him what had happened and he said The door should have never been installed by an associate at the store, some one should have called me, and he was not aware of this incident. He told me he would have Javier pick up the doors with some associates.
Amazingly enough Javier called me with in the hour and told me he was going to pick up the doors. He arrived at my house about two hours later. He looked at the doors and saw the damage, the holes for the locks not in line, and the frayed piece of wood. He said he didn't know why this was delivered. I asked Javier what I'm supposed to do about the refund or reorder. He said he would have Sue call me and settle everything.
I never received a call from Sue. When I called to talk to Javier or Bob on Oct 1, the employee said they were not in today but they would be in tomorrow. I called at 1050 am Oct 2 and I was greeted rudely by a female Janine on the phone. She said she didn't know when they worked and wouldn't tell me when they would be in. I told her they were handling my situation but she said she wouldn't give me any information about when they would be in? I was at a loss. How many times do I have to call to find out if I got a refund or if I had to go into the store. This is the worst customer service I have ever received. It is a shame.
I don't know any of these people however it seems like there is a personal issue that someone has with me because as far as customer service goes these people seemed to go above and beyond making my life miserable. I would go to the Upland store instead!
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