Our 9 yr old Duet washer is dying on the vine(they just don't make it like how it used to). So, I went shopping for a replacement washer and dryer, I found Home Depot has a 10% off promotion on the items that I was interested in. But before I purchased the items I did a little comparison shopping on the Extended Warranty for the pair of appliance, it turned out that Home Depot's competitor had a better deal on the extended warranty package. Armed with this information I went. And this is where it got interesting with the folks at this Home Depot; from department supervisor on down to the salesperson to customer service counter, no one seems to be able to get their act together. They were able to match the prices on the extended warranty, but then again how they went about the price matching failed the basic mathematics. The funny part is that no one ever provided an explanation on the extended warranty price matching process. And the appliance department supervisor made it feel like he was doing me a big favor, he never said thanks, but instead I got a cold shoulder and the look of distrust. And to top it all off, the sales person did not include the extended warranty for the dryer. After spending about 2+ hours at the store, and multiple verification on the price matching by the department supervisor, I was finally done with the purchase. Then, at the point of check out, I was told that since I did not use my Home Depot card for over a year, I need to re-apply. When I asked for the interest free financing, I got an okay from the customer service agent!. However, I was never shown the detailed sales document nor an explanation on the items purchased/. They just handed me the documentation and hurry me out of the store'.
After I got home, something told me that I need to check the sales documentation, and there I found a missing second extended warranty for the dryer, and the itemized prices just did not add up correctly, the total cost of the appliance was about $90,.00 more than what I should have paid (this is without 2nd extended warranty, which is missing from the sales document), but it was too late to call the store at that time|.
Next day, I called the store and provided the necessary information, after speaking to 3 people, it was determined that I should not have received the interests free financing because of sales price matching and the price would be higher if I wanted extended warranty for the dryer/. I tried to explain to the daytime Appliance department supervisor that the price matching is only on the Extended Warranty, not on the actual appliance themselves, thus the financing should not be impacted, and I also tried to walked her through the pricing on the items to show her the price just did not add up, at this point I lost her totally". She said she just has too many numbers on her paper, but she is willing to add the missing extended warranty without the interest free financing". I just cannot believe what I was hearing; too many numbers on her paper, humm... I wonder if she ever passed the basic math class and business ethics training?
After going back and forth with her for about 20 minutes, it just seemed pointless to keep on with the discussion. So, I drove another 30 minutes back to the store and canceled the order. And then, I ordered the same appliances with the extended warranty on each appliance with their competitor just 1 mile down the street, plus additional 10% off on the appliances and interests free financing ( all done in 20 minutes).
Lesson to self; whenever in doubt, always check the final sales documentation and nail down the total cost, and nail down the financing rules, especially with this bunch at this particular Home Depot store. But, then again I don't think I will ever go back to Home Depot for large appliance purchase again! Ever! 384b5af

• Customer service
• Sales
• Price
• Sales process engineering
• The Missing