What would you ask for, Home Depot edition. Updated. Again

[badgergrl]

On Monday we both a fridge from Home Depot.  It was a 3100 counter depth fridge,  I spotted it on the floor, my husband researched it and left work early to look at it and buy it.  It was a floor model, in perfect condition and we paid 1500 plus a delivery fee.  It was to be delivered Wednesday.  On Tuesday night we get an email from Home Depot with a $55 credit return.  We call, because we don't understand.  They can't figure it out either.  We call back on Wednesday.  We call, and they say, well you picked it up yesterday.  And we were like, no.

well after 5 more calls they figure out that they sent our fridge home with someone who bought a totally different fridge.  They said they are going to try to get it back from the guy.  
 So right now home depot has our 1500 dollars and we have no fridge.  They don't have anymore of the fridge we bought.  It was a very high end model (hot water dispenser, lcd display, etc). What should we ask for?  What is reasonable for us to ask for?

update:  we talked with them today and they told us they had another floor model in a store about 30 minutes away. We drove down there to look at it.  One side of the fridge was kicked in and it had numerous scratches.  They told us that's all they are doing for us and are now refunding our money.  Time to contact corporate I guess.

update 2- the store manager called after we contacted corporate.  They proposed two substitute options, new.  One was not comperable and one was essentially one model lower than the one we had bought.  We thought that was a fair offer, but after talking it over requested to pay the difference between the model we orignially selected and the one lower.  They said it was $280.  Fine.  Then the problem.  No one knew how to charge us the $280.  My husband was there for 3 hours or so, with three different people maning the computer.  Ultimately the person said we owed $8.00. I'm not sure how that worked.  Our fridge was delivered on saturday.  It's lovely.  Maybe not quite worth the massive headache but I guess it's a MM win.

[badgergrl]

Also, it's available online, new. is it reasonable to expect them to just send us a new one?

[AAM2012]

I wouldn't ask for anything but I'm pretty easy going and don't understand why they would owe you more than a refund. They may offer you free delivery if you are able to find another one you like.

They're not going to charge you the $1500 if they can't get the fridge back.

[badgergrl]

Dec 25, 2014 23:22:22 GMT -5 AAM2012 said:

I wouldn't ask for anything but I'm pretty easy going and don't understand why they would owe you more than a refund. They may offer you free delivery if you are able to find another one you like.

They're not going to charge you the $1500 if they can't get the fridge back.

We had a contract. They give us a fridge for our $1500. We met our contract conditions by paying in full.  Through their incompetence they gave our fridge to someone else.  It wasted a ton of my time.  I expect something, but I'm not sure what it is right now.

im not sure I want a fridge that someone else has thrown in a truck, installed in their house and then was forced to bring back by throwing in their truck again.  If I did take it it would be after a thorough inspection and I would sure expect a greater discount since it's now been used in someone else's house. 

[VillainV]

Refund in full plus free shipping on the model of your choice. Maybe 10% off the next model you choose? 10% is an easy figure that most stores can swing with no issue (for example, our Lowes gives a 10% military discount on every purchase every day, in a military town, so HD can prob swing a 10% discount one time for you).

[msmerymac]

That's BS that they want to "get it back" from someone. No. Their mistake, they should just send you a new one. I once bought a floor model of a table and chairs for a substantial discount. It turns out there were only 3 chairs because someone needed a replacement. So they sent me to another store that had a new one in stock and I got it for the same price.

[badgergrl]

Dec 26, 2014 4:24:04 GMT -5 VillainV said:

Refund in full plus free shipping on the model of your choice. Maybe 10% off the next model you choose? 10% is an easy figure that most stores can swing with no issue (for example, our Lowes gives a 10% military discount on every purchase every day, in a military town, so HD can prob swing a 10% discount one time for you).

This probably won't get us too far and we wouldn't use it. Our fridge works fine I just want a counter depth. When I found one 50% off I jumped on it. 10% off $3000 is not something we will use. 

[gt7301b]

I'd ask for an equivalent fridge for $1,500. If the store can't make it happen call customer service to see if they can make it happen. Last time I ordered an appliance from Home Depot it was delivered three weeks late and they gave me a $200 girt card.

[ECB]

This is so very clearly their screw up. If they get it back and you inspect it and it looks fine, I would ask for more $$ off. And if they can't get it back OR it's screwed up - yeah, I'd be asking for a new one at the same price. They can eat it - they screwed up.

At such a deep discount, I will say, though, that I wouldn't push for too much above getting the right fridge for the right price. YEs, it's a waste of your time but... eh, I can't get too on board w/ they owe you even more.

[LoveTrains]

I would ask them to deliver a new one to me for the price that you already paid. They messed up.

If they won't do that I would expect a full refund.

[thumper55]

They should send you the same (new) model and eat the cost of their mistake.

[orangeblossom]

Home Depot would just be eating the cost for all parties involved, because as the receiver of the wrong fridge, I'm going to be pissed at the time and hassle to get it back to Home Depot and you better believe they'd be doing something for me.

As the person who didn't get their fridge, I would not want a used fridge. There's nothing wrong with them, but if that's not what I ordered, the hell if I'm going to take that. So, HD would get me the same fridge (new or floor sample at another HD) the same price and eat the true cost or give me my $1500 back posthaste.

[badgergrl]

Dec 27, 2014 12:56:30 GMT -5 orangeblossom said:

Home Depot would just be eating the cost for all parties involved, because as the receiver of the wrong fridge, I'm going to be pissed at the time and hassle to get it back to Home Depot and you better believe they'd be doing something for me.

As the person who didn't get their fridge, I would not want a used fridge. There's nothing wrong with them, but if that's not what I ordered, the hell if I'm going to take that. So, HD would get me the same fridge (new or floor sample at another HD) the same price and eat the true cost or give me my $1500 back posthaste. [/quote



The fridge taker picked the fridge up from Home Depot. He would have clearly known this was not his fridge. It has large led display unlike anything else it had our name on it and said delivery. He told them he changed his mind about delivery and wanted to pick it up. Home depiot then processed s return to our credit card for the delivery fee. That's the odd receipt we got. When Home Depot called about why he took our fridge and he should return it he told them he gave it away.

[nsl]

WHAT? He most certainly did not "give it away." He put that thing on Craigslist and sold it.

Under the circumstances I would speak with a manager and demand a new fridge for the price you've already paid.

[orangeblossom]

Dec 27, 2014 20:31:59 GMT -5 badgergrl said:

Dec 27, 2014 12:56:30 GMT -5 orangeblossom said:

Home Depot would just be eating the cost for all parties involved, because as the receiver of the wrong fridge, I'm going to be pissed at the time and hassle to get it back to Home Depot and you better believe they'd be doing something for me.

As the person who didn't get their fridge, I would not want a used fridge. There's nothing wrong with them, but if that's not what I ordered, the hell if I'm going to take that. So, HD would get me the same fridge (new or floor sample at another HD) the same price and eat the true cost or give me my $1500 back posthaste. [/quote



The fridge taker picked the fridge up from Home Depot. He would have clearly known this was not his fridge. It has large led display unlike anything else it had our name on it and said delivery. He told them he changed his mind about delivery and wanted to pick it up. Home depiot then processed s return to our credit card for the delivery fee. That's the odd receipt we got. When Home Depot called about why he took our fridge and he should return it he told them he gave it away.

Ah, got it. The fridge taker is a piece of work, to put it mildly.

HD clearly needs to do better, because that is crazy that something that clearly had your name on it, not only went home with someone else, but that they also returned your fee. At no point, did they ask for id or the original card used to pay for it?

[LoveTrains]

So Home Depot effed up royally. I would be on the phone or at the store. They need to deliver you the same model of fridge for what you paid. They should send you a new one.

[polarbearfans]

I would ask for them to send a new fridge (same model) at the same price. Not your problem they gave away the fridge you bought. I would never make a purchase from them again for any less than that.

[orangeblossom]

Dec 27, 2014 20:59:03 GMT -5 Catlawdy said:

Wtf? That is quite the scam he's trying to pull off there.

But you know what? He's hd's problem. He is not your problem, he is not your business and home depot needs to stop with this mess of trying to make him your problem. Only problem you should have is making sure you're home for the delivery time.

Home depot let some dude steal your fridge, they've got another one just like it in the back and that baby needs to be on a truck.

I can't believe they even mentioned getting it back from the person to begin with. I wouldn't have even entertained that as an option.

[LoveTrains]

Actually, I'm super confused about why Home Depot would have this chucklefuck's phone number. If he pretended to be you (and used your name) why would they have a phone number for the actual guy? I think they are just making stuff up trying to cover their own asses at this point.

But I'm often wearing a tin foil hat so take my opinion with a grain of salt.

[azurely]

That is crazy! I would expect the same model of refrigerator to be delivered to you. Like others said, let HD deal with the other guy. He sounds like a scammer for taking advantage of the situation, but that's their problem, not yours.

[LoveTrains]

Dec 27, 2014 22:06:25 GMT -5 Catlawdy said:

Dec 27, 2014 22:03:45 GMT -5 LoveTrains said:

Actually, I'm super confused about why Home Depot would have this chucklefuck's phone number. If he pretended to be you (and used your name) why would they have a phone number for the actual guy? I think they are just making stuff up trying to cover their own asses at this point.

But I'm often wearing a tin foil hat so take my opinion with a grain of salt.

He'd purchased a different fridge supposedly. I so wonder how they connected the dots, and did wonder if he's friendly with an employee.

But I thought the update said that he said he changed his mind and wanted to pick up their fridge and used their name. Which is why the OP got the delivery credit....but I'm three beers in and drunk so I might be misunderstanding....

[compassrose]

OP, this is a ridiculous story. I'm so sorry. I'd look on Craigslist (for my own curiosity) to see if your fridge is there, because I bet he's selling it.

As for Home Depot, they need to provide you with that model of fridge from somewhere. This is their problem.

[badgergrl]

I agree that there are some holes in the saga that don't make a ton of sense. We are taking with the store manager Monday. I think they are offering the new fridge without us even asking but we haven't been pressing them because we are out of town for Christmas and none of the managers were around last week

I too suspect a former employee as it seems they lnew the weaknesses of the stores carry out appliance area

off to check Craigslist...

[ECB]

OMG! My jaw is on the floor. I know there are holes in all of this, but with or without the holes - wow, HD, you just let people walk off w/ other people's merchandise? Do they not actually check IDs? "Hi, I'm Joe Blow - that's my fridge". "Oh, o.k., well here you go" w/ NO checking him out???

Oy.

Yeah, even more now- they need to give you a NEW fridge for what you spent.

Good luck.

[badgergrl]

Update in OP 12.29. We are pissed.

[audette]

Dec 29, 2014 19:47:07 GMT -5 badgergrl said:

Update in OP 12.29. We are pissed.

Yeah. I'd be pissed, and contacting corporate.

[IrishBelle]

I'd be pissed too. Hopefully you have better luck with corporate.

[compassrose]

Hell yeah it's time for corporate. And FB and Twitter etc etc. That's unbelievable.

[nsl]

I'd go to corporate, and if you don't hear back (and get some reasonable resolution) within 24 hours I'd blow up Twitter and Facebook. Their "solution" was completely unacceptable.

[cherry1111]

Tweet, Facebook, etc.