An open letter to Home Depot as sent through their Contact Us email system on their website after they haven't responded to a previous email sent the same way and also didn't respond to a different email address I was told to use after still not sending me the right replacement part and I've had a half-put-together media console/fireplace in my living room for about a month.
Hi, this is the second time I'm emailing through this site. I never received an answer with my first email, nor did I received an answer when I emailed TeamSocial@homedepot.com as directed by your Twitter account. I have been having problems with my order (W473238940) from March 26 for Home Decorators Rinehart 59 inch Media Console with a fireplace in Medium Brown (Model WSFP59ECHD-1). The product had two broken pieces when it arrived. The bottom piece was cracked, but only superficially on the back, so we dealt with it. The other piece, H, is cracked, broken, and unusable. In putting the unit together, we realized it is much darker than the product photo shows (I have a side-by-side photo if needed). Seeing that we could not send a half-put-together unit back, we decided to deal with that, too.
On 4/11, I spoke to Isaiah who efficiently took down my information, contacted the warehouse, and promised to have a replacement piece sent in 3-5 business days. I double checked that it would be medium brown. He confirmed. I received the piece in 5 business days (7 days total over a weekend). The piece was even darker than the unit I have.
On 4/18, I spoke to a different customer service rep. She put me on hold for a long time as she tried to contact the warehouse. She said no one was answering, but she would place the order for a new part, indicating that someone mixed up the colors. She said she would put a rush on delivery for me, and someone would call me in two days to let me know the order was placed. No one called.
I called on 4/20 and was on hold for 30 minutes without anyone answering, so I hung up.
I called on 4/22 and spoke to Koya, who apologized that no one called, but said my order was put through on 4/18. She said the new part would take 5 - 10 days to arrive. I asked about the rush delivery the previous rep offered. She said that was not in the system, but I should receive the piece by Tuesday 4/26.
It is now 4/27. I do not have the part. I have a partially put-together console in the wrong color in my living room and the top part of it in my bedroom. This is completely unacceptable, and I am incredibly disappointed that no one is helping me.
At this point, I want to simply send it back and get a refund. I would need packing materials and boxes sent to me, and a pick up. I expect that the return will be free of charge after this unprofessional experience. How can I go about doing that? I hope that I receive an answer this time.