Wednesday, December 14, 2011

Christmas came early!

Today our gorgeous new LG front loading Wild Cherry Red washer and dryers were delivered!!  My Christmas present from Aron!  I will never complain about doing laundry again!!

We got a killer deal on these, but not without a lot of effort.  I had almost resigned myself to not getting them, but after writing this letter to the Home Depot (which fully explains the obstacle) the problem was resolved.

To whom it may concern

     I am taking the time to write this letter to express my extreme dissatisfaction with your company and the poor customer service I received on the dates of  Monday November 28th 2011 and Tuesday November 29th 2011 at the Home Depot store located at 2745 Teller Road in Thousand Oaks, California.
     On the afternoon of Monday the 28th I went to your store with the intention of purchasing a new kitchen sink, faucet, garbage disposal, and washer/dryer.  The LG Electronics Front load washer (item #WM2350HRC) and dryer (item #WM2550HRCA) in Wild Cherry Red were on sale for the price of $549.00 each, that being the final day.  After returning home to get my husband's assistance and checking the owner verified listing on google for store hours (listed as 6am-10pm), I drove over 25 miles from my home with my husband to purchase the appliances in-store before the sale price was revoked.  I arrived at 9 pm to find that the listed store hours were incorrect and the store had closed.
     The following day I returned to this location for a third time, hoping that the store might make an exception and honor the sale price, as I had arrived after store hours only due to negligence on Home Depot's part in updating the online information of the owner verified listing.  When I arrived in the appliance department, the price was no longer sale, and back to original retail.  I enlisted the help of the employee in the department explaining my situation and inquiring if anything could be done, and was rudely told that nothing could be done without any inquiry to management at my request.  I then left to check with customer service to see if I could speak with a manager.  As I was leaving the employee made a sarcastic remark to her co-worker regarding the interaction.
     When I arrived at customer service I again explained the situation and was able to show the woman helping a photo I had taken on my phone of the washer/dryer combo with the sale offers the night before, and the internet listing with the incorrect store hours.  She then told me that she could get us the price, and seemed helpful at first, but after it became crowded at customer service she suddenly became impatient with us.  She got off the phone with the manager and told us it was out of stock (even though the models were still on the floor and being offered at the regular price again) and there was nothing she could do.  I asked to speak with the manager and she got on the phone and told him to come up there and deal with this because "we were starting to irritate her." 
     The manager then arrived to help us with a sigh.  He also said that nothing could be done and the item was out of stock, and that they were discontinuing that model.  I then asked if they were out of stock and discontinuing it, then why was the model still on display and offered again at the original price, which he did not have an explanation for.  I then inquired if we could purchase the floor model, which seemed a reasonable and logical request being that they were not restocking the model, to which he contradicted his earlier statement, telling me wasn't entirely sure whether or not the item was being discontinued and no he could not do that.
     While I am frustrated at my wasted time, effort, and gas and while I am disappointed at Home Depot's inability to honor a the customer, the worst offense was be treated so poorly by multiple employees adding insult to injury.  I was treated not as a valued customer, but an inconvenience.
     Because the (non)service I received from the beginning to end of my shopping experience goes completely against several of Home Depot Inc.'s core values (listed below for your reference.)  

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. 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
     I would appreciate if Home Depot would take this opportunity to redeem themselves as a reputable company that actually practices the values they claim to have, by crediting this letter with a response.  
Sarah Marderosian

Within 2 days I received a call from the Home Depot offering us the washer and dryer at the Black Friday advertised price, along with excellent customer service in which they allowed us to pay for and finalize the deal over the phone, instead of having to return to the store a fourth time.  The corporate office even followed up with a phone call to make sure the outcome was to my satisfaction.  I was only expecting a lame apology and paltry gift card at most, so I was more than thrilled with the company's response, and it certainly improved their standing with me.  It really pays to take the time to write a letter when you experience a situation like this, as I think very few people bother with such things nowadays.   I believe most companies are likely to set things straight when you do.  In the least, it will make you feel better and help you get out any anger and frustration.

It also should not go without mentioning that this washer and dryer was one of the few material things I had put on my manifestation board (portion pictured below).  I honestly think this is one of the key reasons they manifested, despite the many obstacles up until receiving them, a real testament to the power of positive thinking, setting goals, and manifesting things in your life.  I plan on doing a separate post on this topic soon, as I think it is appropriate timing with the new year approaching.

Ordinarily, I may not have chosen the red pair, but only the red and the white were offered at the super sale price.  They do look fabulous with our brick red walls and red spanish tile in the laundry room so I think it was a good choice (I never would have chosen white anyways, but perhaps chrome if it was available).  If we ever move, I'll just paint our new laundry room red.  Anyways, I couldn't be happier.  Yay for shiny new appliances!


  1. Love the cherry red! We have grey and I wish we had a more fun color :) Glad Home Depot worked with you!!!

  2. Grey are so versatile though! I love your cute laundry room with chandelier!