Since Home Depot has no email to Customer Service, I am forced to post this letter for action to this venue in hopes that I can get a response and to alert others as might be appropriate. Good Afternoon, I have a very serious issue with the second damaged refrigerator that was delivered to my Home on Tuesday 1-30-2024. The first damaged refrigerator was delivered on Tuesday 1-23-2024 and was rejected due to a rather large and very apparent dent in the front freezer door. The second delivered refrigerator delivered on Tuesday 1-30-2024 has a small but apparent dent to the right-hand French door ( facing the refrigerator). It was reported immediately ( within 30 minutes of the delivery) noted and I was offered a $300.00 credit for this damage. I was reluctant but given the previous delivery postponements, backordered Electric Range, and damages, my wife and I were excited to have finally received what we assumed and hoped was a working refrigerator / freezer that had been scheduled and postponed for delivery several times as the purchase was made on November 29,2023 with a promised delivery for all four (4) appliances we purchased of January 6, 2024. I was advised that Home Depot would not order a replacement door from GE for me, and I could contact them myself. The very next day on Wednesday 1-31-2024 I noticed that the freezer was not cooling properly, and our frozen foods were beginning to thaw. I called and requested that we be provided a credit for this defective refrigerator and that it be picked up as per the forty-eight (48) hour Home Depot return policy. I was then advised that since I accepted the $300.00 for the dent on the delivery date that Home Depot would not honor the forty-eight ( 48) hour return policy that they so proudly advertise. I was extremely disappointed and tried to explain that there was absolutely no way I could have know that the freezer portion of this refrigerator was defective out of the box until it had time to run. Further I asked them to negate the $300.00. Since then, I have been on the phone with Home Depot Customer Service Daily and in some cases several times a day trying to get this issue resolved to no avail. I have been passed from one customer Service Person and their Supervisors over and over without resolve. I will say that all the Customer Service Personnel that I have dealt with are very professional, understanding, and sympathetic to our ordeal but all of them also seen to be bound by some process which is out of their control. What I need is someone of authority that can explain why Home depot is unwilling to stand by their own return policy and to understand and take action to refund my purchase cost and remove this defective refrigerator from my home. I was advised by my Home Depot Case Worker that I would receive a call from the store manger last Friday February 2, 2024. I did not receive that call. I called again yesterday, Monday 2-5-24 and was advised the store manager Karen Austin had "been on vacation for three (3) days". I was told that she would be in the office yesterday evening and would likely give me a call then or today. I called today and was advised by an associate that she did not know when she will be in and that she was out of town " with other Managers". I feel like I am being given the run around and being avoided by Home Depot. I have also spoken with the Manufacturer, GE, and they have attempted and continue to attempt to find a GE Authorized Service Provider to see what is wrong and perhaps see if this unit is repairable. This is a brand-new refrigerator and I do not feel like I should have to pay for this full warranty repair. They assigned a supposed service provider, and they were scheduled for between 8-12 today, Tuesday 2-6-2024 and no one has called nor has anyone shown up. I called back to GE is having difficulty finding a repair service provider to accept this job? They have now turned over this issue to their " Locating Team" to find a Service Provider. They have advised that this effort can take 3 to 5 business days. We have been without this refrigerator working for a week today with no resolution date in sight. We have been forced to purchase another GE Refrigerator here locally at a significantly higher cost just so we could keep our food from spoiling. I have documents, pictures, videos, times, dates, wait times on the phone, etc. etc. documenting this debacle. I respectfully request that someone somewhere within Home Depot call me to set up a date whereby this (second defective refrigerator ) will be removed from our kitchen and my purchase price refunded in full. I am not asking for food loss ( approximately $150.00), time from work loss, etc. I a only requesting that Home Depot stand by their Return Policy as advertised. I would be quite willing and able to provide all documents and even more details of my efforts and interactions with various persons during this ordeal. We are not trying to get a read more

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