UPDATE---Should I ask for compensation or suck it up....appliance delivery

[Ottakee]

I ordered my dream stove and a nice fridge Thanksgiving weekend.  I agreed to delivery after Christmas as the extra grate I wanted was back ordered.

Evening before that delivery I get a automated call that delivery was cancelled and rescheduled for the following week.  I had the plumber all set to come over that afternoon to hook up gas stove and flush water line and make sure it was good to go.  So I have to cancel him.

Since they only give you a four hour delivery window the night before I had to wait to reschedule until today as my son and I both work.

Today comes and stove is set in my dining room since plumber can't come til Monday.  The. They inform me that the fridge has major dents on the front.  I go look, and yes, 4 big dents in stainless steel French doors.  I have to refuse delivery as they offered $75 for the dent.

Now I am waiting yet again for my fridge.  Plumber is coming Monday to do stove but obviously can't hook up a fridge that isn't here.  That means either I hook it up myself, which I could do, or I pay plumber to come again. 

Now I have to either take a day off work or have my son do that so that we can have yet another possible delivery date.

Should I ask home Depot for some kind of compensation?  Two days I waited and prepared and had plumber set and I still do not have it.  My DD is waiting for my current fridge for her apartment so she is without one even longer.

Edited January 19, 2020 by Ottakee

[Selkie]

Oh no, how aggravating! I definitely would request compensation for the hassle they've caused. How long do you have to wait for the new fridge?

[Ottakee]

3 minutes ago, Selkie said:

Oh no, how aggravating! I definitely would request compensation for the hassle they've caused. How long do you have to wait for the new fridge?

Still waiting to hear.  Delivery guys thought next week.  Online though it says back ordered.   So I wait.   I have a call into Home Depot.

I purchased the same stove for our last house and delivery was prompt and flawless which is why I went with them again.   

[Ottakee]

Home Depot called back and fridge is back ordered.  They will let me know Monday how back ordered it is.

I would cancel and go somewhere else but then I lose my huge Black Friday sales discounts from any store.

[Farrar]

I agree with @'ing them on Twitter with your complaint. If nothing else, I'll bet they send you a gift card or something. I mean, small help for all that hassle, but still.

[Ottakee]

6 minutes ago, Farrar said:

I agree with @'ing them on Twitter with your complaint. If nothing else, I'll bet they send you a gift card or something. I mean, small help for all that hassle, but still.

I have never done Twitter.  Is it worth the hassle?   Assuming a FB direct message would not get the same results.

The other frustrating thing is that if a guy calls, he would get further, faster.   I might just have my brother be the big bad wolf for me.

[Farrar]

4 minutes ago, Ottakee said:

I have never done Twitter.  Is it worth the hassle?   Assuming a FB direct message would not get the same results.

The other frustrating thing is that if a guy calls, he would get further, faster.   I might just have my brother be the big bad wolf for me.

Yes. It's worth the hassle. And, you'll want it for next time you want to complain about a business. You don't even have to use it other than to whine at businesses once every year or two.

[Arctic Bunny]

Twitter is absolutely worth it. 1000%

Once, I had a flight with two little kids and a horrible layover/connection. Suddenly, everyone need to fly from my starting point to my connection for A VERY IMPORTANT FOOTBALL GAME. I tweeted the airline, saying I would happily give up my connection for a direct flight. A Direct Message with my phone number, and in less than 20 min the three of us were on a previously impossible to get direct flight.

[crazyforlatin]

45 minutes ago, Ottakee said:

I have never done Twitter.  Is it worth the hassle?   Assuming a FB direct message would not get the same results.

The other frustrating thing is that if a guy calls, he would get further, faster.   I might just have my brother be the big bad wolf for me.

Yes! I’ve not complained on Twitter yet, just making inquiries so far, but I’ve seen complaints addressed quickly, so it’s worth having an account just to make your issues for everyone to see.

[mommyoffive]

47 minutes ago, arctic_bunny said:

Twitter is absolutely worth it. 1000%

Once, I had a flight with two little kids and a horrible layover/connection. Suddenly, everyone need to fly from my starting point to my connection for A VERY IMPORTANT FOOTBALL GAME. I tweeted the airline, saying I would happily give up my connection for a direct flight. A Direct Message with my phone number, and in less than 20 min the three of us were on a previously impossible to get direct flight.

 

Wow!

 

To the OP, yes complain.  I can't believe it is back ordered.   What a mess. 

[SereneHome]

I am a firm believer in "My time matters"!!  So anytime any company treats it like it doesn't - I ask for compensation. I've never done Twitter (but might start doing it now) but I am on a first name basis with MANY corporate offices and yes, have gotten compensated.

And speaking of fridges - we had a warranty replacement with Best Buy this past summer- it took them 3 failed attempts (as in they called and they cancelled delivery) and 3 actual deliveries of dented fridges over the course of 2 months!!! before we finally got our fridge!  Good luck!!!!!!

[Storygirl]

We bought a refrigerator from Lowe's, and it arrived with a dented door. At first, they offered us a small discount, but we said no, because we didn't want a dented door forever. The guy called his manager, and they said they would replace the fridge, and we could keep the one they brought until the new one arrived.

When the new one came, the delivery guy said that he could just take the doors off and replace them with the doors from the new one in his truck, instead of switching out the entire appliance.

Since the fridge is back ordered, can you ask them to bring you the original one and then replace it (or the doors) when they get more?

It can also be possible for them to just order replacement doors, but sometimes that will cost the store more money than replacing the whole thing, so they don't want to. But you can ask if replacement doors might arrive sooner than an entirely new refrigerator.

When ours was delivered, the delivery guys hooked it up, and we didn't need a plumber.

[Ottakee]

32 minutes ago, Storygirl said:

We bought a refrigerator from Lowe's, and it arrived with a dented door. At first, they offered us a small discount, but we said no, because we didn't want a dented door forever. The guy called his manager, and they said they would replace the fridge, and we could keep the one they brought until the new one arrived.

When the new one came, the delivery guy said that he could just take the doors off and replace them with the doors from the new one in his truck, instead of switching out the entire appliance.

Since the fridge is back ordered, can you ask them to bring you the original one and then replace it (or the doors) when they get more?

It can also be possible for them to just order replacement doors, but sometimes that will cost the store more money than replacing the whole thing, so they don't want to. But you can ask if replacement doors might arrive sooner than an entirely new refrigerator.

When ours was delivered, the delivery guys hooked it up, and we didn't need a plumber.

I asked about leaving it but was told that if they did that I was stuck with it.  

The plumber is because I need the new gas line hooked up....needs a shut off valve by stove.  While he was here I was going to have him flush the water line, check it over, put on a new line, etc as it hasn't been used in 18 months or more and I don't want to risk problems.   The plumber can do his part while he does gas line and I can hook it up....the issue is I scheduled this all TWICE now to avoid me having to do that.

I did just look at the reviews of Home Depot appliance delivery online and they are horrible.....so many other complaints of the same things.  Home Depot themselves have been easy to work with, it is the third party delivery companies they hire across the US.

[JustEm]

Twitter all the way. Last time we were looking to buy a car I did all the research on the used vehicle I wants, the amount I wanted it for, etc. I knew the value of this car. Went to a dealership to test drive it and the salesman says it is a price I know it absolutely wasn't. He lowballed it big time and I recognized that he was going to correct his mistake once I told him I was interested in the car. Once I told him that I wanted the car he went to start the paperwork and came back to 'correct' his price mistake. The mistake was over $10,000 difference, about $8000 difference from what I knew the car was worth. I said 'oh then I'm not interested. I'll take it for x price(about $1000 less than what I was originally going to take it for because I was mad about their tactics.) He said they couldn't do that so I left.

Within 5 minutes I left a review on their Facebook page outlined ng exactly what they tried to do. Within an hour a different salesman called to fix things. I was firm and said I'd come in and buy it for a price $3000 less than what it was actually worth. After some back and forth he relented and agreed to that.

So, basically they paid $3000 for me to remove that review. Had they been honest and straightforward in the first place I would have paid $3000 more for the vehicle

[SereneHome]

So, bc I am cynical and paranoid - I would NOT be taking dented fridges. Here is my "fridge" saga.

We are on our 3rd fridge in 9 yrs - all warranty replacements. Best Buy actually changed their 5 yr warranty to 3 yrs bc they told me that fridges don't hold out anymore and it's really hard to get parts so they just keep replacing the entire fridge and I guess it's gotten a bit expensive for them.

My guess is all those dented appliances weren't handled property during various delivery stages and I would be worried that it screwed up motor or other "functioning" part vs just a little cosmetic problem. 

Again, good luck!  I mean it with all my heart

[ktgrok]

I'd try to get them to give you a more expensive fridge that is in stock for the same price, given the hassle. 

[Storygirl]

4 hours ago, Ottakee said:

I asked about leaving it but was told that if they did that I was stuck with it.  

The plumber is because I need the new gas line hooked up....needs a shut off valve by stove.  While he was here I was going to have him flush the water line, check it over, put on a new line, etc as it hasn't been used in 18 months or more and I don't want to risk problems.   The plumber can do his part while he does gas line and I can hook it up....the issue is I scheduled this all TWICE now to avoid me having to do that.

I did just look at the reviews of Home Depot appliance delivery online and they are horrible.....so many other complaints of the same things.  Home Depot themselves have been easy to work with, it is the third party delivery companies they hire across the US.

We just had a new dishwasher delivered by Home Depot, and I have to say that it didn't go well. First they cancelled and rescheduled for a week later. Then on that second delivery day, there was such a delay that DH got snippy with the person on the phone and demanded a manager. When they finally got there, hours and hours later, the delivery guy was nice.

The person on the phone said that they had 14 deliveries on that truck, and that the guys were doing the best that they could. DH told them they were over-scheduling deliveries, then. They disagreed. Sigh.

[Tenaj]

9 hours ago, Ktgrok said:

I'd try to get them to give you a more expensive fridge that is in stock for the same price, given the hassle. 

This may work.  We purchased a dishwasher last year at Lowe's and picked the model because it was in stock and we wanted to take it with us.  Turns out they didn't have it in stock after all and they gave us the next model up for the same price as the original.

[ktgrok]

8 hours ago, Storygirl said:

We just had a new dishwasher delivered by Home Depot, and I have to say that it didn't go well. First they cancelled and rescheduled for a week later. Then on that second delivery day, there was such a delay that DH got snippy with the person on the phone and demanded a manager. When they finally got there, hours and hours later, the delivery guy was nice.

The person on the phone said that they had 14 deliveries on that truck, and that the guys were doing the best that they could. DH told them they were over-scheduling deliveries, then. They disagreed. Sigh.

This is why DH is pretty sure he's never getting rid of his truck. He's looking to switch to something else for his daily driver for work reasons, but he never ever wants to have to deal with an appliance delivery situation. to the point that if we don't keep the truck he's going to just rent a truck or van at Enterprise or Home Depot when need be rather than have things delivered. (I know not everyone can do that)

15 minutes ago, JanOH said:

This may work.  We purchased a dishwasher last year at Lowe's and picked the model because it was in stock and we wanted to take it with us.  Turns out they didn't have it in stock after all and they gave us the next model up for the same price as the original.

It's a pretty standard thing. 

[Ottakee]

10 hours ago, Ktgrok said:

I'd try to get them to give you a more expensive fridge that is in stock for the same price, given the hassle. 

I would but our space is rather tight and this is the one that fits in the space the best and has the features I want.   I might double check though and see if they can't promise me one SOON.

[Just Kate]

1 hour ago, JanOH said:

This may work.  We purchased a dishwasher last year at Lowe's and picked the model because it was in stock and we wanted to take it with us.  Turns out they didn't have it in stock after all and they gave us the next model up for the same price as the original.

I had a similar thing happen with an iPhone during Walmart’s Black Friday sale. I wanted to purchase the iPhone XR, which came with a $400 Walmart gift card. When I ordered it in store (had to do this, and then make an appointment to come back in to set up phone), I was told that I got the last iPhone XR That they had in stock. On the day of my set-up appointment, I received a call that they’d made a mistake and didn’t have any more iPhone XRs. I was told that I could buy an iPhone 11 instead, but it was $100 more and the gift card given with it was for $300. I asked for them to compensate me for their mistake and they did! I purchased the iPhone 11 and they gave me the $300 gift card that came with that phone, plus an additional $150 Walmart gift card. I only ended up paying an additional $50 for the iPhone 11, which was fine with me. 
 

In my situation, I didn’t even have to argue. I just asked the guy I was talking to if Walmart would compensate me for their mistake (I was very firm when asking). The guy spoke to his manager and called me back with their answer. It was great!

[Ottakee]

UPDATE.....They called on Tuesday and said delivery would now be Feb 6.  That was 3 weeks after the damaged one I refused.  I called back and they said, OK, Jan 18.

So yesterday, the delivery guys come.  This fridge has TWO small dents in it.  Smaller than the 4 from last time, but still.   We call and the Whirlpool lady says that I can refused delivery and they will reschedule yet another replacement.  By the time we had her on the phone, my old fridge had been moved to my daughter's "apartment" in the basement.  I explained that I NEEDED a fridge NOW, not in several weeks.

Right now, this fridge is on loaner to me.  I have to call Monday and let them know if I want to try, yet again, for another fridge, or accept this one with the dents and be refunded some money (this time twice what was offered me the first go round).  Most likely I will take the money and keep this fridge.  It is a lot of hassle to schedule a delivery, make sure people are home for it, empty the fridge and freezer, etc.

To add insult, when my son tried to hook up the water line he stripped the end on the copper water line.  Most likely this means I call the plumber, yet again, to fix that.  I know it is a super easy fix, maybe even one we could do ourselves....but water.  I do not want to risk any leaks, now, or in the future.  I had a floor damaged at my last house due to a water line that wasn't hooked up properly.

I guess my compensation check will go to the plumber.

[JustEm]

If you plan on keeping it, when you call continue the compensation negotiations. Call them with a set amount above what they offered you and tell them you will keep it for that. They may say no and stick with their double the amount of first offer but asking won't hurt

[gardenmom5]

I would absolutely ask for compensation - and NOT in the form of a "gift card".

[Ottakee]

6 minutes ago, gardenmom5 said:

I would absolutely ask for compensation - and NOT in the form of a "gift card".

I am getting an amount that is about 30% off my appliance cost.