Home Depot had my $1000 for about 30 minutes
A couple of Sundays ago, my partner and I went to Home Depot to purchase a riding lawnmower. We were very impressed with Jay, the sales associate. Friendly and knowledgeable, he answered our questions and provided information we didn't know to ask for. He directed us to 2 mowers that were a good fit for our needs and desired price. There was no attempt to upsell us or pressure us in any way - an excellent salesman.
We made our choice and were ready to purchase it. He then told us we could save money by renting their truck (with ramps & such for loading and securing) for $20 instead of paying $60 for delivery and having to wait for a day or two. Great idea! He accompanied us to checkout, we paid and he went to bring it out front for us. We headed to the rental desk for the truck. It had just been rented! Oh well, no big deal. It was expected to be back in about 90 minutes. We wanted to go on and rent it next, filling out paperwork and paying so we could just get the key and go. No. It's against policy. Um... OK. We didn't want to hang around the store for the next hour and a half, so we asked if they'd call us when the truck was returned. No. It's against policy. I was pissed and questioned the level of customer service we were receiving considering we'd just spent about $1000 there. Of course, that was in futility.
Disgusted, we decided to just have it delivered. At the delivery desk on the other end of the store, I was presented with two forms to complete. One was a liability waiver. I read the thing. (I know. I know. One should NEVER read forms and contracts before signing them...) In the legalese I waded through, breaking down complex sentences and trying to get the meat of the wording, my final understanding was that they would deliver it to the curb at my home. Anything beyond the curb was considered "additional delivery" and any damage from such was mine to deal with. Well, I only wanted it delivered to the curb, so I didn't need to sign a waiver. No. You have to sign the waiver; it's policy. Relatively sure, but not 100%, of my interpretation of the waiver, I knew I did not want to sign the thing. In light of the service I'd gotten AFTER the sale, I surely don't trust Home Depot and their policies not to attempt to screw me over. That was the end of my tolerance for their poor customer service. I asked for a refund and within 3 minutes I was out the door, likely never to darken Home Depot's doorstep for any other large purchase.
I hate that Jay lost the sale due to his coworker's poor service and Home Depot's poor policies. He was standing there when I got the refund and I thanked him for his help and told him why I was getting the refund. It's a shame such a great salesman lost a sale because of his company. It's got to be frustrating for him. I know it certainly was frustrating for us!
We made our choice and were ready to purchase it. He then told us we could save money by renting their truck (with ramps & such for loading and securing) for $20 instead of paying $60 for delivery and having to wait for a day or two. Great idea! He accompanied us to checkout, we paid and he went to bring it out front for us. We headed to the rental desk for the truck. It had just been rented! Oh well, no big deal. It was expected to be back in about 90 minutes. We wanted to go on and rent it next, filling out paperwork and paying so we could just get the key and go. No. It's against policy. Um... OK. We didn't want to hang around the store for the next hour and a half, so we asked if they'd call us when the truck was returned. No. It's against policy. I was pissed and questioned the level of customer service we were receiving considering we'd just spent about $1000 there. Of course, that was in futility.
Disgusted, we decided to just have it delivered. At the delivery desk on the other end of the store, I was presented with two forms to complete. One was a liability waiver. I read the thing. (I know. I know. One should NEVER read forms and contracts before signing them...) In the legalese I waded through, breaking down complex sentences and trying to get the meat of the wording, my final understanding was that they would deliver it to the curb at my home. Anything beyond the curb was considered "additional delivery" and any damage from such was mine to deal with. Well, I only wanted it delivered to the curb, so I didn't need to sign a waiver. No. You have to sign the waiver; it's policy. Relatively sure, but not 100%, of my interpretation of the waiver, I knew I did not want to sign the thing. In light of the service I'd gotten AFTER the sale, I surely don't trust Home Depot and their policies not to attempt to screw me over. That was the end of my tolerance for their poor customer service. I asked for a refund and within 3 minutes I was out the door, likely never to darken Home Depot's doorstep for any other large purchase.
I hate that Jay lost the sale due to his coworker's poor service and Home Depot's poor policies. He was standing there when I got the refund and I thanked him for his help and told him why I was getting the refund. It's a shame such a great salesman lost a sale because of his company. It's got to be frustrating for him. I know it certainly was frustrating for us!
