Okay, so here's the continuation (and hopefully near end) of the Home DeepPoo Saga...
Tuesday, August 8th: I call Home Depot at 10am and ask for a manager to cancel the installation order and demand a full refund. This time, I speak to a guy named Franco. I go down the entire list of events with him. He said he was sorry but that short of giving me 10% off of the installation, there wasn’t really anything he could do.
I said that’s fine, and just to credit me the full amount for the installation fee. I also told him that I was planning to contact the Consumer Protection Agency, that I had emailed my Home Depot experience out to 164 people and had already published it online in my public blog, and that I had already composed a letter chronicling my experiences with this particular store to the Vice President of the Home Depot Headquarters in Atlanta, GA. Oh, and I casually added that we were taking all of our future home improvement business – which will be considerable - elsewhere.
These last little bits apparently got his attention. He said to wait, not to call any other stores yet, and that he would see what he could do about getting me a free installation. I told him I would wait until noon to hear from him, but that I would start calling other people if I didn't hear back from him by then.
Franco calls back in less than 20 minutes, which given my experience waiting for this blasted store to call me, is nice. He offers to give us 10% off of the garage door opener and free installation. This sounds great, but then he says that Mark The Installer may not call tonight or even tomorrow.
This is unacceptable to me. I give Franco the ultimatum that if Mark does not call tonight to schedule the installation, that I was returning the garage door opener tomorrow morning and taking my business elsewhere. Lo and behold, Mark The Installer calls within the hour and schedules the installation!! Astounding given that up until this point he was completely unreachable during the day because he was "out in the field" and never had his schedule.
The moral of this story is that sometimes you have to be a complete bitch to get some people to do anything.
Friday, August 11th: Mark The Installer actually arrives early to install our garage door! He does a great job and it works wonderfully and has been since he installed it. We were able to move my car back into the garage before we left on our weekend away so our neighbor who was housesitting didn't have to do it.
Thursday, August 17th: David notices that on our credit card statement, Home DeepPoo has not refunded the "measuring fee" which they were never supposed to have charged us in the first place, and though they have refunded the installation fee, they have not credited us the 10% off of the garage door opener itself. I am planning to call them today to demand they follow through on these promises as well.
Thanks to all of you who wrote with your advice. I appreciate it. I got at least 15 emails from you telling me that I should have gone with Sears. I don't know why I didn't think of this before; there's a Sears right around the corner from me and they're known for their excellent customer service. We also have a Lowe's that we used to install our hardwood floor laminates and they were great. I really enjoyed hearing from you - thanks!! :)
Ciao,
XO Darcy
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