Roy Thorkildsen sent a message to Craig Menear that said:
Mr. Menear,
We would like for you to know about the issues we've experienced when ordering from Home Depot.
ISSUE #1: We learned that our order would be delayed ONLY AFTER we placed the order on a credit card.
ISSUE #2: When trying to cancel the order, we got the message "cannot be processed, try again later."
ISSUE #3: We kept on trying for 30 minutes only to get the message "time has expired."
ISSUE #4: We called to talk to a service representative at 10 PM. We waited over 30 minutes; no one answered. Your website said that a rep is available until 2 AM.
ISSUE #5: We called Home Depot the next morning. The Service Representative said that the item could not be cancelled (which took another 45 minutes after the rep made various attempts).
ISSUE #6: Home Depot was not able to cancel the charge to our credit card even though it was a pick up item that was being shipped to our local Home Depot.
We understand that the COVID-19 is causing many difficulties, but there are other hardware vendors that do not have as many problems as Home Depot. We've also wasted many hours in the past dealing with Home Depot's Service organization.
We hesitate to order any more from Home Depot. Please keep us informed on your decisions and attention to resolve these issues. Please contact us if you need further information.
Thank you,
Roy Thorkildsen
