Susan Shelton sent a message to Craig Menear - Chairman, CEO and President of The Home Depot email address that said:
Sir, I am writing to you because I believe you would want to know about my recent experience with Home Depot. I am the COO of a small Defense Contracting Company in Huntsville AL and would want to know if one of our customers had an experience as frustrating as mine. I ordered a refrigerator online with Home Dept, Order #W767081773 $1969.95, to be delivered to one of my rental properties. After placing the order I saw that it was being delivered to the billing address (my home) not the rental property address which is only a couple of miles away. I immediately engaged an online chat with a customer service agent who assured me that she called the delivery service and had the address changed. When I called today to confirm delivery for tomorrow I was told that it is still going to the wrong address only this time I was told that it couldnt be changed. I spent more than an hour and a half on the phone with 3 different people before being told that my only option was to cancel the order, reorder and receive a later delivery date. As my tenants are already waiting on the refrigerator this is an unacceptable attempt at resolution. I finally had to cancel the order and will now have to find a refrigerator this evening and hire someone to pick it up and install it for me. As you can imagine, it is beyond frustrating to be in this situation. I will not be inclined to do business with Home Depot again for quite some time after this experience. I just thought you might like to know that this rigid policy restriction around changing a delivery address has led to much hassle and irritation on the part of a Home Depot customer who was proactive in trying to avoid any such situations.