Dear Mr. Virnig:
I am writing to alert you to a customer service problem which caused me great distress and is as yet unresolved.
First of all, let me tell you a bit about me. I have been in the residential renovation business since 2000, operating exclusively in Minneapolis. As a result, I am a regular customer in your store. In fact, I can be found at the Home Depot Quarry as often as 4-5 days per week, and have easily spent tens of thousands of dollars there over the course of the past 7 years.
During my years of patronage, I have learned that service at the Quarry Home Depot is usually mediocre. While the staff in the paint department are delightfully helpful and knowledgeable, (and I would like to commend them to you, as a matter of fact,) the overall level of customer service is far below that of your average Ace Hardware.
I have generally felt accepting of this, in view of the lower prices that Home Depot offers relative to smaller hardware stores. I don't expect every staff person roaming the floor to know exactly how every product works, or which is the best for a given scenario, etcetera.
What I DO expect, however, is that they NOT give me false assurances when it comes to special-order products, particularly when I specifically state that I am on a timeline and seeking a product which can be ordered and delivered therein. Furthermore, if staff screw this up, I do believe that an apology is the very bare minimum that I deserve as a customer.
Which brings me to the incident about which I am so thoroughly incensed:
During one evening in late May, my husband and I went into the millwork department to look for a storm door that I needed for the house I am currently rehabbing. After waiting for more than 20 minutes for the line of customers ahead of us to subside, we sat down with Josh to discuss the options. I told Josh that I needed a 36”x84” door, and that I really liked the cast-iron style of the Grisham security doors. I asked if there were any in stock in an 84” length. Josh told me there were not, and that I could order one if I wished. I asked Josh if the 84” length wasn't a standard size and he told me that it WAS, but that Home Depot simply didn't stock it.
I asked him how long such a (Grisham) door would take to arrive if I ordered it, and he told me it had a 28-day lead time. I was very disappointed to learn this, and told him so, since I reeeeeeeeally liked that style, but simply could not wait the 28 days, as I was working on a strict schedule.
Josh suggested that I might look at the Emco storm door, since it shipped in 10 days.
I didn't really like the Emco door, to be honest. Nevertheless, I wanted to keep my schedule, and I told him as much. I decided to go home and think about what I should do, in addition to checking some other stores.
On June 1, I returned to Home Depot and found Josh again. I told him that I had decided to go with the Emco door, reiterating that while I preferred the Grisham security style, it was more important for me to get the house listed by the first week of July so I could move on to my next project. (And as I'm sure you know, the front door is rather crucial to a house for sale.)
We ordered the Emco door.
On or around the 11th of June, I called to check on the status of my order. I spoke with someone other than Josh, and they informed me that my door had “a 28-day lead time,” and that I should check back around the 28th or 29th of the month. Needless to say I was quite surprised and disturbed by this information, and told the person on the phone as much. He responded that he didn't know why Josh had told me 10 days, and that it was simply wrong, but I was welcome to keep checking in to see if it arrived early.
A few days later I called again, and got Josh on the phone. He told me that he was with customers and would have to call me back. He called me after business hours and I wasn't able to receive the message. On the following day, I made one of my regular trips to the store for paint and drywall supplies, and stopped over at the millwork department as well. I did not find Josh, but I did find another staff person who checked the status of my door and said that it was showing in the computer system as finished and waiting to be shipped. He suggested that I keep checking back, as it might arrive earlier than 28 days.
On June 28th, I had to travel to Florida, where I stayed until July 2nd. Immediately upon my return, I called Home Depot once again, expecting that my door would now (FINALLY!) have arrived. This was about 8:30AM Monday, July 2. (Please keep in mind that I am now running a minimum of 10 days behind schedule on my project, since several other items – not the least of which is installation – are riding on the arrival of this door.)
Alas, the person to whom I spoke (it was not Josh) informed me that my door had still not arrived, and that I should check back again on Tuesday or Thursday, as those are the days that Anderson (Emco) shipments arrive.
I informed this person that I was quite upset about the tardiness of my door, that I was originally expecting it in 10 days per Josh, and that it was now even past the 28 day mark. I then asked to speak to a manager. The staff person told me to hold on, and they put the phone down somewhere without placing me on hold. They then proceeded to call to another employee and tell that employee about how I was complaining that my door was supposed to come quicker than it had, and didn't I know it was a custom door???
After a few moments of listening to their exchange which was less than professional, the person picked up the phone again and asked me for my name and number so that “George” could call me. George has yet to call me, as of July 4. Furthermore, I have since learned that George is not a manager, rather the millwork expediter.
And I still have no door.
And not one single person at the Quarry Home Depot has extended anything even remotely approximating sympathy or an apology for this unfortunate situation. There is something quite wrong with that fact, in my opinion, and I am seriously considering taking my business elsewhere permanently as a result.
I sincerely hope to hear from you regarding this issue.