April 3, 2009

This says it all

Epic battles ensue...

My letter to the Customer Care department at Home Depot yesterday at approximately 11:30AM EST:

To whom it may concern:

I ordered (and paid for) a custom garage door from your website on February 4th and received a confirmation e-mail saying that someone would be out to take measurements within a few days. The measurements were taken on February 11th. I was told that it would be 2-4 weeks before installation, and that if any additional work was required I would be told shortly.

I waited the full 4 weeks but I never received a call. I called my local Home Depot store on March 11th and spoke to one of the expediters there. Apparently the manufacturer had not received the measurements (taken on 2/11) until the previous day. I was not informed until that time that I needed to pay an additional $100 for a header that was needed. I paid over the phone and I was told that it would take 7-10 days before the installation would be scheduled.

I once again waited until March 23rd and never received a call. I once again called my local Home Depot expediter, who informed me that my [standard sized] garage door was not in stock on the 11th, but it was to ship on a rush order on Friday, March 27th. I was then told that the installer had put me on a “priority” list and would call me to schedule the installation time by Monday, March 30th.

As of this moment on April 2nd, I have not received another call. I have called and left several messages once again with the local Home Depot offices this week and have not even been given the courtesy of a return phone call.

I believe I have been extremely patient but my patience has reached its end. I have been almost two months without a functional garage door and I feel that the customer service I have received has been very poor. I would like this situation rectified as soon as possible.

Thank you,

The response I received from the "Customer Care" department of the Home Depot at approximately 2:00AM EST:

Dear E,

Thank you for contacting The Home Depot Customer Care.

We apologize for your experience with our company. We have carefully reviewed your concern and found it necessary to escalate it to our Resolution Team.

However, before we can escalate this issue, please provide your telephone number including the area code.

Once we receive this information, we will forward it to the Resolution Team. They will then contact you within 3-5 business days.

Your record number with Customer Care is 533xxxx.

We greatly appreciate your patience and patronage. Again, our apologies for the circumstances you encountered as a customer of Home Depot.

If you do not hear from us within 3-5 business days or would like to speak with a Customer Care professional, please call us at 1-800-HOMEDEPOT (1-800-466-3337, Prompts: 3 then 6). We would be happy to assist you.

Customer Care

Now, I would like someone to tell me what part of my [very polite] letter makes them think that I would be thrilled to learn that my concerns had been escalated to the Resolution Team? I'll receive a call back within 3-5 business days?! -Delightful!

They CLEARLY did not "carefully review" anything. And they can forget both my patience and my patronage.

And that is all I have to say about that until I leave the tunnel of fury.

Lord, please help me.


3girlsmom said...

Uh oh, Scrappy's all riled up.
That's ridiculous.

lea said...

you forgot to use the words "travesty" and "behoove" in your letter....