I am a retired military veteran. We have been loyal Home Depot customers for years. We have…read morebought all our appliances, washer, dryers, Christmas Trees, tools, etc. throughout the years. Our refrigerator was giving us problems so on Saturday, May 2nd, we went to Home Depot in Sunset Valley to purchase a new refrigerator. The sales person was extremely nice and helpful. We purchase a Whirlpool Side by Side and paid extra for the haul away of the old refrigerator and the upgraded braided water line for a total of $1738.47, which we paid in cash. The refrigerator was scheduled to be delivered Wednesday, May 6th, between 7:00 a.m. and 11:00 a.m. On Wednesday, May 6th at 6:45 a.m. I get a text, from the delivery people, saying "We're sorry we missed you, Ron." Also stating that they came by at 6:32 a.m. (Which is not between 7:00 a.m. and 11:00 a.m.). My son goes to work at 5:30 a.m. and I was up since then. I check our cameras and there is no one and no delivery truck on camera after 5:30 a.m. I call the support number on the text and explain that no one ever came to our house at that time and besides that was before 7:00 a.m. Apparently it didn't matter and I'm told they will have to reschedule the delivery to Friday, May 8th. So we'll have to do without a refrigerator for another 2 days. And mind you, we are a family of 5 in this household. My wife calls the delivery people and they tell her that yes they got here at 6:32 a.m. and that they waited for 45 minutes. I look at our cameras again and I see my son leave at 5:30 a.m. and then me walking out at 7:00 a.m. looking down the block to see if I see a delivery truck. There was no delivery truck in site. Then on Thursday, May 7th, I get a text telling me that now the refrigerator won't be delivered until Saturday, May 9th. So due to the rescheduling and the outright lies by the delivery people on May 7th I cancel the order. At 11:49 a.m. on May 7th, I receive an email verifying that I cancelled my order. The title of the email states, "One or more items were canceled from your Home Depot order." And it list the order number (H6570-701438) which is the Whirlpool refrigerator, haul away and braided water line. And under "Receiving your Refund" it states, "If you Paid with a Gift Card, Debit Card, Cash, Check, or Pro Xtra Dollars - Please visit the Customer Service Desk at the Store to receive your refund." So I go over to the store to receive my cash refund. I get to the store, go to Customer Service and I am told that I can't get my cash refund for up to 7 days. I'm taken aback. I advise the clerk that's not what the email says and I can't go without a refrigerator for another week. The clerk calls someone else and I am told the same thing. It is explained that my cancellation is pending. I tell them I'm not pending anything. I cancelled the order. They explain that it is pending until they hear back from the distributor. I tell them that is their problem not mine. I did not deal with the distributor, I dealt with Home Depot. They tell me it is store policy and I respond by asking them to show me the store policy because I have written policy that says I get an immediate refund if I paid in cash. I speak to an appliance manager name Logan. He tells me the same thing. I ask to speak to someone above them. They refer me to a manager who I find out later is named Austin. He tells me the same thing. He attempts to tell me that this policy is written somewhere on my invoice or receipt. I show him my invoice and receipt and he goes through them and does not find anywhere that says that. I show him the email I got from Home Depot that states I should get my cash refund back. Again he tells me that he can't because it is a pending cancellation. We go back and forth about that again. At the end he can't help me.
That's when I start making all the phone calls. Here is a list of all the numbers I called;
1-800-HOMEDEPOT, 1-800-430-3376, 1-877-946-9843, 1-877-467-3409, 1-770-4338211. And this is a partial list of all the people I spoke to. Some would not give me their names;
Brianna, Abbey, Toni, Juan, Lisa, Eugeana, Will, Matt, Christi, Logan, Austin. I kept asking for a Regional, District, Area Manager and would get the run around. I made approximately 30-40 calls and got hung up on about 10-15 times. There was one time I was told I was speaking to some top manager. I explained my situation and his exact words were, "that's bullshit, you shouldn't have to go through that." He said he was transferring me to someone that would take care of this. I get transferred, the phone rings and it goes straight to the survey, which means I got hung up on. I was told at least 3 times by people on the phone that I can go get my refund only to get there and be told no.
Towards the end of the day I reach someone at the store who says they will transfer me to the top manager of the store. I am on hold for over 2 hours.(CONTINUED)
