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2021-12-22
3/5
Go elsewhere for Appliances ... -_-
"I made an order for an LG Washer on 12/14/. When I initially ordered the website stated "get it by 12/17".
So because my old washer is dead and I got 3 kids, I but the bullet and made the order online.
At the final confirmation page .. the date had moved to 12/22... Ok no biggie.. its the holidays.. there must be lots of deliveries .. So completed the checkout.
The process on site is very seamless and easy to do..
Now comes the not so great side of things...
Fast forward to Wed... the delivery team called 30 minutes out and arrived sooner.. Terrific .. I've covered all bases prior to the delivery day.
- Removed hardware the the exterior door that would block the washer
- Took 2 doors off their hinges so it would be a ultra clear and fast delivery.
- All Pathways were cleared, vacuumed and mopped as who wants to deliver to a pigsty?
Alas .. upon unboxing.. there was a HUGE dent at the rear right corner panel.. the dent is deep enough to say more than likely it would impede the drum from spinning.
The folks deliverying gave the best advice and frankly suggested based on their view of the damage it was best to REFUSE the delivery. Which I did..
Now comes the tough part... Called the CS # on the card I was given to coordinate a redelivery... Spoke with Andre who documented the issue but the end result was - a separate team will reach out to advice WHEN a replacement order can be delivered.
So in between jumping on some virtual meetings.. I find the same washer being offered by another big box competitor.. same price.. and they were able to promise delivery on Monday 12/27.
So.. I made my order with them instead.
I called CS for HD again and was able to get another nice and professional Agent (forgive me I did not get her name). She was very empathetic to the situation.. but also advised she could not promise a redelivery time.. We ended up cancelling that order with HD.
Frankly the people overall have been great.. the policies they have to work with are terrible.
To make a customer (Medium Ticket price.. the washer was $800.. after taxes and haul away closer to $1k) wait and not have a time of replacement for a damaged item which is NOT the customer's fault is just unacceptable in this day and age.
To wait for the "vendor" to make a decision on when and how an item is replaced is NOT the customer's problem.. Thats between HD and the Vendor.. HD should have just resubmitted a new order with "escalated" delivery and given a date.
I am giving 3 stars to the actual staff who:
The delivery staff was very apologetic for the experience.
The two CS reps who handled business with empathy and professionalism but was clear on what can and cannot happen.
The minus 2 stars is for a corp policy that ultimately makes the customer wait as they coordinate with a vendor for exchange and replacement."
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