David sent a message to Craig Menear – Chairman, CEO and President of The Home Depot email address that said:
Dear Mr. Menear:
I wanted to thank you for having your management team and Carpet Pro's management team address the concerns I raised in my previous email to you.
I know you are busy and I apologize for a second email, but I felt it is necessary in fairness, especially in light of my previous comments.
I am beyond satisfied with the way your team, and Carpet Pro's, responded to our concerns. I now truly believe that The Home Depot and Carpet Pro's value my wife and I as customers. They met with us in person to apologize and rectified the situation immediately.
While I would have preferred it handled like this from the beginning, I think it speaks volumes that your leadership team responded as they did and the owner of Carpet Pro's was very interested and receptive to our feedback. I am somewhat in awe.
I manage a claims department of approximately 150 people for an auto insurerer here in CA and I am going to share this story with my staff as an example of how to turn a negative experience into a positive one. I look forward to continued business with the Home Depot in the future and I again thank you and your team.
Sincerely,
David
