Hey All, the saga continues. Kenya decided to reply to my simple reply of the link to the blog.
I like the apology. Also to clarify what 'have a nice week' meant. Also note, there is no disclaimer in this one.
Since she told me she isn't able to help me without the store information, I did reply to her with the store information. Stay tuned for more. :)
Email from Kenya:
Dear Mr. Huber,
Thank you for sharing your blog.
I am sorry that you took me wishing you a nice week as me not intending
to contact you for the rest of the week. I simply wanted to wish you a
nice week because it was Monday and the entire week is still ahead of
us.
I am more than happy to share your concerns with both stores in
questions, but because you did not include the information in your
initial e-mail I am unable to.
There is no way to move forward without the store information.
I support all of my customers and I am sorry that you feel that I was
not willing to help you. I explained in my initial response that I
needed the store information in order to make sure that your experiences
would be documented and shared with the appropriate leadership teams.
I see that you said the problem was resolved over the weekend and I am
glad to know that. I will resolve your record at this time and if you
need further assistance with anything else don't hesitate to let me
know.
Your reference number is 52472969.
I hope you continue to have a wonderful week and thank you for choosing
The Home Depot!
Sincerely,
Kenya Ra?Aid
The Home Depot ? Store Support Center
Resolution Expediter ? Customer Care
2455 Paces Ferry Road / B-3
Atlanta, GA 30339
Telephone: (770) 433-8211/ (800) 654-0688 Ext 76001
Hours: Mon - Fri 9:30 AM to 6;30 PM
Tuesday, September 10, 2013
Monday, September 9, 2013
Corporate Contacted Me - September 9, 2013
Hey Everyone:
Guess what... Corporate responded to me. I simply responded with a link to this blog. However, what I find most interesting is the 'disclaimer' below it.
What kind of ending is it as well, have a great week, meaning they aren't going to contact me for the rest of the week. I'm thinking, there should be a 'corporate' complaint. I get that I forwarded my complaint everywhere possible, but I'm guessing there isn't followup of investigation before 'jumping' on it. Glad that it was able to be resolved over the weekend versus having to wait for 'corporate' support to have it completed.
Dear Mr. Huber,
I just wanted to follow up with you to see if you wanted to provide the
store information for the two stores that you had unpleasant customer
service experiences at.
I am more than happy to assist you. Please follow up with me at your
earliest convenience.
If there is anything else that I can assist you with please let me know.
Have a great week!
Sincerely,
Kenya Ra?Aid
The Home Depot ? Store Support Center
Resolution Expediter ? Customer Care
2455 Paces Ferry Road / B-3
Atlanta, GA 30339
Telephone: (770) 433-8211/ (800) 654-0688 Ext 76001
Hours: Mon - Fri 9:30 AM to 6;30 PM
The information in this Internet Email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this Email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this Email are subject to the terms and conditions expressed in any applicable governing The Home Depot terms of business or client engagement letter. The Home Depot disclaims all responsibility and liability for the accuracy and content of this attachment and for any damages or losses arising from any inaccuracies, errors, viruses, e.g., worms, trojan horses, etc., or other items of a destructive nature, which may be contained in this attachment and shall not be liable for direct, indirect, consequential or special damages in connection with this e-mail message or its attachment.
Guess what... Corporate responded to me. I simply responded with a link to this blog. However, what I find most interesting is the 'disclaimer' below it.
What kind of ending is it as well, have a great week, meaning they aren't going to contact me for the rest of the week. I'm thinking, there should be a 'corporate' complaint. I get that I forwarded my complaint everywhere possible, but I'm guessing there isn't followup of investigation before 'jumping' on it. Glad that it was able to be resolved over the weekend versus having to wait for 'corporate' support to have it completed.
Dear Mr. Huber,
I just wanted to follow up with you to see if you wanted to provide the
store information for the two stores that you had unpleasant customer
service experiences at.
I am more than happy to assist you. Please follow up with me at your
earliest convenience.
If there is anything else that I can assist you with please let me know.
Have a great week!
Sincerely,
Kenya Ra?Aid
The Home Depot ? Store Support Center
Resolution Expediter ? Customer Care
2455 Paces Ferry Road / B-3
Atlanta, GA 30339
Telephone: (770) 433-8211/ (800) 654-0688 Ext 76001
Hours: Mon - Fri 9:30 AM to 6;30 PM
The information in this Internet Email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this Email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this Email are subject to the terms and conditions expressed in any applicable governing The Home Depot terms of business or client engagement letter. The Home Depot disclaims all responsibility and liability for the accuracy and content of this attachment and for any damages or losses arising from any inaccuracies, errors, viruses, e.g., worms, trojan horses, etc., or other items of a destructive nature, which may be contained in this attachment and shall not be liable for direct, indirect, consequential or special damages in connection with this e-mail message or its attachment.
Dean - AGAIN!?
So, today, I receive two e-mail from Dean. For your entertainment, I have pasted them below. Not worth Replying. Stay tuned though, as there is more... ;)
Dean Bauer
Home Depot Canada
Store 7065 Specialty ASM
780-433-6500
Specialtyasm_7065@homedepot.
Matt:
Again I apologize for the problems you encountered at South Edmonton Common. I have found two blinds for you and have put them on hold for you at our special services desk. I am the Assistant Manager responsible for The Blind department. I assume from your most recent email that you are needing two of these blinds. When can you pick them up? The blinds are ready to go.
Sincerely
Dean Bauer
Home Depot Canada
Store 7065 Specialty ASM
780-433-6500
Specialtyasm_7065@homedepot.
Matt:
I was just informed that Carmela, one of the other ASMs had your blinds delivered to you. I hope they worked out okay. Thanks for shopping at Home Depot.
Sunday, September 8, 2013
Not So Final Thought...
Carmela has officially delivered the blinds, receipt in hand. Hopefully they fit properly, but otherwise, a good wrap up to a bad experience. I received my receipt as well, with a, 'Your Opinion Counts' code on the bottom of the receipt. Yup, on my way over there to fill that out appropriately... I could win $3000 haha!
Since this thing has blown up to over 400 page views, I would be a failure if I didn't now write about every experience I have with Home Depot going forward. Since I am redoing my basement, I will continue to shop at Home Depot, and will continue to keep this Blog Going. :) Though I have no intention of causing issues, I only want Home Depot to hold to their values. For those who aren't aware of them, this is pulled directly from their website (http://www.homedepot.ca/corporate-affairs/values):
Feel free to comment about the entertainment that my experience can be for you.
Since this thing has blown up to over 400 page views, I would be a failure if I didn't now write about every experience I have with Home Depot going forward. Since I am redoing my basement, I will continue to shop at Home Depot, and will continue to keep this Blog Going. :) Though I have no intention of causing issues, I only want Home Depot to hold to their values. For those who aren't aware of them, this is pulled directly from their website (http://www.homedepot.ca/corporate-affairs/values):
1. Taking care of our people:
The key to our success is treating people well. We do this by encouraging associates to speak up and take risks, by recognizing and rewarding good performance and by leading and developing people so they may grow.
2. Giving back to our communities:
An important part of the fabric of The Home Depot is giving our time, talents, energy and resources to worthwhile causes in our communities and society.
3. Doing the right thing:
We exercise good judgment by "doing the right thing" instead of just "doing things right". We strive to understand the impact of our decisions, and we accept responsibility for our actions.
4. Excellent customer service:
Along with our quality products, service, price and selection, we must go the extra mile to give customers knowledgeable advice about merchandise and to help them use those products to their maximum benefit.
5. Creating shareholder value:
The investors who provide the capital necessary to allow our company to grow need and expect a return on their investment. We are committed to providing it.
6. Building strong relationships:
Strong relationships are built on trust, honesty and integrity. We listen and respond to the needs of customers, associates, communities and vendors, treating them as partners.
7. Entrepreneurial spirit:
The Home Depot associates are encouraged to initiate creative and innovative ways of serving our customers and improving the business and to spread best practices throughout the company.
8. Respect for all people:
In order to remain successful, our associates must work in an environment of mutual respect, free of discrimination and harassment where each associate is regarded as part of The Home Depot team.
Number 4 speaks to me, as a consumer, the most. Anyway, that is all for now folks. Good luck with your future endeavors with Home Depot.Feel free to comment about the entertainment that my experience can be for you.
Update - Sept 8, 2013
Well, Carmella called me back. We have now processed a payment for approximately $30, that's two blinds cut to size, and will be delivered personally by Carmella when she is off shift around 7pm.
As I am slightly confused as I was originally told that they had none of them as nobody could find them. Then, that email from the Specialty ASM, saying they had one, with a delivery date of September 12, 2013. Now to them having the two I need that they are cutting to size. Interesting, only too an Asst. Manager to do the leg work again. Maybe I should go to her every time I need something that isn't on the shelf.
As I am slightly confused as I was originally told that they had none of them as nobody could find them. Then, that email from the Specialty ASM, saying they had one, with a delivery date of September 12, 2013. Now to them having the two I need that they are cutting to size. Interesting, only too an Asst. Manager to do the leg work again. Maybe I should go to her every time I need something that isn't on the shelf.
E-Mail from Asst. Manager - Sept 8, 2013
Below is the email I received from Carmela. Though, she won't get any awards for her spelling, she does seem to vaguely address the concerns. I spoke to her on the phone, to which she apologized, and reassured me this is not the type of experience she would expect in her store. They are going to deliver the blinds, and give them to me for half price. I think it's relatively fair. I hope for their sake, that the time and money I spend there over the next little while is a pleasant experience.
She is to call me back, so stay tuned... :)
She is to call me back, so stay tuned... :)
************************************************************************
Good Afternoon Mr. Huber
My Name is Carmela Fioriello, I am the Assistant Store Manager for the Home Depot South Common location. I am contacting you in regards to your recent experience with the attempted purchase of window coverings. I would first like to apologzie for the inconvinience you have experienced with this purchase and would greatly appreciate the oppotunity to resolve this matter for you. If you could, at your convinience, contact me directly at 780-XXX-XXXX I would appreciate the opportunity to resolve this matter for you in full today if that would be acceptable to you.
I look forward to speaking to you.
Thank you
Carmela Fioriello
Assistant Store Manager
South Common Home depot
South Common Home depot
Saturday, September 7, 2013
2nd Letter to Home Depot - September 7, 2013
Well, I had no choice really. Below is the letter I posted on their facebook page today, as well as e-mailed. However, I did not reply to Dean, as I don't know who is is, therefore, why reply?
************************************************************************************
Home depot:
WTF! You cease to amaze me, with simplicity... So, I write you a long letter, both via email, and on here, and this is the response I get. No introduction, I have no idea who this guy is. He doesn't tell me what store he is from (Besides a number, great for the consumer), and is offering to do the same thing for me that the other staff weren't capable of doing. You want me to drive back to your store to pick these blinds up that you 'apparently' have from a Specialty ASM, whatever that is. C'mon, I was sure a large company like yourself could piece this together a little better.
I hope you realize that this is not customer service, and having to return again to the store to find blinds you may or may not have from a guy who could be another guy from the department, what makes you think I even want to return, let alone purchase blinds from you guys. I have spent lots of money at home depot over the years, and this is blowing my mind.
In all seriousness, put your self in my shoes and think for yourself. Over an hour of my time, and fuel to drive to different locations, to be given the run around, all for trying to spend a measly $60. The insulation, drywall, paint, wiring, light fixtures, and other miscellaneous things I was planning on buying form you over the next 3-6months is going out the window over $60 worth a blinds. Is that what you really want?
Posted @ https://www.facebook.com/homedepotcanada?filter=2
************************************************************************************
Home depot:
WTF! You cease to amaze me, with simplicity... So, I write you a long letter, both via email, and on here, and this is the response I get. No introduction, I have no idea who this guy is. He doesn't tell me what store he is from (Besides a number, great for the consumer), and is offering to do the same thing for me that the other staff weren't capable of doing. You want me to drive back to your store to pick these blinds up that you 'apparently' have from a Specialty ASM, whatever that is. C'mon, I was sure a large company like yourself could piece this together a little better.
I hope you realize that this is not customer service, and having to return again to the store to find blinds you may or may not have from a guy who could be another guy from the department, what makes you think I even want to return, let alone purchase blinds from you guys. I have spent lots of money at home depot over the years, and this is blowing my mind.
In all seriousness, put your self in my shoes and think for yourself. Over an hour of my time, and fuel to drive to different locations, to be given the run around, all for trying to spend a measly $60. The insulation, drywall, paint, wiring, light fixtures, and other miscellaneous things I was planning on buying form you over the next 3-6months is going out the window over $60 worth a blinds. Is that what you really want?
Posted @ https://www.facebook.com/homedepotcanada?filter=2
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