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
E-mail Received From Home Depot - September 6, 2013
HAHA, like WTF. Stupid Home Depot has now emailed me from a guy who doesn't really identify himself. Seems as though he is an employee trying to do the same thing other employee's should've done the same day.
*****************************************************************************
| from: | Specialtyasm_7065@homedepot.com | ||
| to: | Devile | ||
| cc: | Pritpal_S_Hothi@homedepot.com | ||
| date: | Fri, Sep 6, 2013 at 2:01 PM | ||
| subject: | Blinds | ||
| mailed-by: | homedepot.com |
Matt:
I am sorry to hear of the issues you had recently. I have found one sku655210 and have set it aside for you. How many do you need? Please give me a call at your earliest convenience. The blind is on hold for you at the special services desk. We are expecting 4 more of these blinds around September 12th. I would be happy to put these on hold for you as well.
Thanks
Dean Bauer
Home Depot Canada
Store 7065 Specialty ASM
Original Story - September 4th, 2013
Here we go, lets kick this off.
Original Letter posted on Home Depot's FB page, as well as e-mailed to that by their request:
*********************************************************************************
Hello:
I wanted to take the time to share my disappointing time I had while visiting two of your stores today.
First off I went to the Home Depot is South Edmonton Common to look for some blinds, as I have recently installed new windows in my home (larger) and need some new blinds for them. Being on a tight budget I needed to go with the most cost efficient. The size I came across that was to fit the best, and be most cost effective was sku# 655210.
I stood around the section for approximately 14 minutes while I waited to see if a friendly home depot staff person would make themselves available to me. However, after standing around with other people also waiting, I decided to take the sku number to the first orange smock I found.
I found a nice young lady walking through a main isle, so I asked her if she would be kind enough to help me, to which she obliged. I provided her the sku number to which she asked me to follow her. She lead me to a cashier with a long line up and asked him to run the sku for me. He told me when he was done completing the sales he would... Hmmm, seems silly already.
Instead of waiting there, I walked over to the older lady running the self checkouts. She said she could help, but then her computer froze. She lead me over to the 'pro' desk, where she told me that that home depot has 5 in stock. She then proceeded to tell me the quantity of each store in the surrounding area, though this wasn't an interest of mine, she continued to share. She then told me that if we had any they would be on the racks above where the empty shelf was. I asked if she could 'page' someone to come help, or what to do at this point. She told me to go to flooring and look for someone there, otherwise wait for them to show up at the rack.
Frustrated, I returned to the shelf. After waiting approximately 10 minutes, my friend went for a walk to find someone. After wondering the stores for 10 minutes he was able to find William who worked in home decor. William was pretty prompt in looking in the system to see if how many he had.
William then went out to the shelf to find that none were there, as well as on the higher rack, even though the inventory said 5. He then tried to pick a larger blind to see if he could cut it to the size I needed, even though it was a more expensive brand and was going to cost me more money. Unfortunately the other brand was too large to cut to the size I needed, so that wouldn't work.
William returned to the desk to where he said he was going to call another store to have them physically go and look to see if they have them in stock to save me the trip. This was very helpful .
My friend made a comment to William about the silly systems and how the stock doesn't always match. William laughed to which my friend said to me, 'ohhhh he has a sense of humor.'
William responded with: 'Of course I do, I laugh everytime I see my paycheck.'
It's apparent that William is unhappy with his wage, as he told us all about his kids who have a better job than him, yet they work at Tile Town and Red Robbin. I did find this to be quite disturbing, as I don't feel this is something that needs to be shared.
While William is calling the other store from his person phone he made numerous comments about almost dialing 9, but didn't have to because this desk has no phone, thus having to use his personal phone.
He waited on hold for over 5 minutes while contacting the Strathcona Home Depot in Edmonton. Once he got through he asked if someone could physically go look. They told him they might but they are really busy and might not be able to. After being on hold for another 10 minutes, we asked him to go and help his other customers and we would call.
My friend and I both called the strathcona Home Depot to where Jean answered and was telling us it's very busy and to call back in 20-30 minutes to have someone go look. She vented to me on one phone call and my friend on the other about how busy it is, and how there is no way they would be able to confirm if the quantity their system showed, of 5, would be accurate or not. She again told us to call back in 15-20 minutes. With the store being a 10 minute drive away, I figured it would be quicker to just do it myself.
Upon arriving at the Home Depot Strathcona, I went to the rack where the quantity of 5 should be. Again, an empty shelf. My friend went looking for someone, and found David. He checked the stock on his computer, then came to look at the higher up racks where there were none there either. He said 'we must be out.' I asked him when he would be expecting more to come in. We then walked back over to his computer, to where he told me there was no expected date.
My friend then asked him if there was any other types of blinds in that size that he could cut, or if there was a larger size he could cut. David responded with 'I have some phone calls to make, go take a look and let me know if you find something you like.' Followed by him walking away. I walked past his desk twice over the next 10 minute period to where he was not on the phone.
This concludes my event, without blinds, and without an idea of blinds. I have renovated one house, definitely helpful with your credit option. I have recent increased my limit to do a larger purchase as now that my windows are done, once I have the coverings done, I can get working on my basement. I would appreciate it if you could get this resolved and provide me with a solution that will keep my interest with Home Depot, or to cut up my card, and steer clear of Home Depot all together. With Lowe's in town now, it might be worth it to get a credit card from them and purchase things where they may have an expected time of arrival should they not actually have stock.
Thanks,
Matt
Original Letter posted on Home Depot's FB page, as well as e-mailed to that by their request:
*********************************************************************************
Hello:
I wanted to take the time to share my disappointing time I had while visiting two of your stores today.
First off I went to the Home Depot is South Edmonton Common to look for some blinds, as I have recently installed new windows in my home (larger) and need some new blinds for them. Being on a tight budget I needed to go with the most cost efficient. The size I came across that was to fit the best, and be most cost effective was sku# 655210.
I stood around the section for approximately 14 minutes while I waited to see if a friendly home depot staff person would make themselves available to me. However, after standing around with other people also waiting, I decided to take the sku number to the first orange smock I found.
I found a nice young lady walking through a main isle, so I asked her if she would be kind enough to help me, to which she obliged. I provided her the sku number to which she asked me to follow her. She lead me to a cashier with a long line up and asked him to run the sku for me. He told me when he was done completing the sales he would... Hmmm, seems silly already.
Instead of waiting there, I walked over to the older lady running the self checkouts. She said she could help, but then her computer froze. She lead me over to the 'pro' desk, where she told me that that home depot has 5 in stock. She then proceeded to tell me the quantity of each store in the surrounding area, though this wasn't an interest of mine, she continued to share. She then told me that if we had any they would be on the racks above where the empty shelf was. I asked if she could 'page' someone to come help, or what to do at this point. She told me to go to flooring and look for someone there, otherwise wait for them to show up at the rack.
Frustrated, I returned to the shelf. After waiting approximately 10 minutes, my friend went for a walk to find someone. After wondering the stores for 10 minutes he was able to find William who worked in home decor. William was pretty prompt in looking in the system to see if how many he had.
William then went out to the shelf to find that none were there, as well as on the higher rack, even though the inventory said 5. He then tried to pick a larger blind to see if he could cut it to the size I needed, even though it was a more expensive brand and was going to cost me more money. Unfortunately the other brand was too large to cut to the size I needed, so that wouldn't work.
William returned to the desk to where he said he was going to call another store to have them physically go and look to see if they have them in stock to save me the trip. This was very helpful .
My friend made a comment to William about the silly systems and how the stock doesn't always match. William laughed to which my friend said to me, 'ohhhh he has a sense of humor.'
William responded with: 'Of course I do, I laugh everytime I see my paycheck.'
It's apparent that William is unhappy with his wage, as he told us all about his kids who have a better job than him, yet they work at Tile Town and Red Robbin. I did find this to be quite disturbing, as I don't feel this is something that needs to be shared.
While William is calling the other store from his person phone he made numerous comments about almost dialing 9, but didn't have to because this desk has no phone, thus having to use his personal phone.
He waited on hold for over 5 minutes while contacting the Strathcona Home Depot in Edmonton. Once he got through he asked if someone could physically go look. They told him they might but they are really busy and might not be able to. After being on hold for another 10 minutes, we asked him to go and help his other customers and we would call.
My friend and I both called the strathcona Home Depot to where Jean answered and was telling us it's very busy and to call back in 20-30 minutes to have someone go look. She vented to me on one phone call and my friend on the other about how busy it is, and how there is no way they would be able to confirm if the quantity their system showed, of 5, would be accurate or not. She again told us to call back in 15-20 minutes. With the store being a 10 minute drive away, I figured it would be quicker to just do it myself.
Upon arriving at the Home Depot Strathcona, I went to the rack where the quantity of 5 should be. Again, an empty shelf. My friend went looking for someone, and found David. He checked the stock on his computer, then came to look at the higher up racks where there were none there either. He said 'we must be out.' I asked him when he would be expecting more to come in. We then walked back over to his computer, to where he told me there was no expected date.
My friend then asked him if there was any other types of blinds in that size that he could cut, or if there was a larger size he could cut. David responded with 'I have some phone calls to make, go take a look and let me know if you find something you like.' Followed by him walking away. I walked past his desk twice over the next 10 minute period to where he was not on the phone.
This concludes my event, without blinds, and without an idea of blinds. I have renovated one house, definitely helpful with your credit option. I have recent increased my limit to do a larger purchase as now that my windows are done, once I have the coverings done, I can get working on my basement. I would appreciate it if you could get this resolved and provide me with a solution that will keep my interest with Home Depot, or to cut up my card, and steer clear of Home Depot all together. With Lowe's in town now, it might be worth it to get a credit card from them and purchase things where they may have an expected time of arrival should they not actually have stock.
Thanks,
Matt
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