Complaint / review text:
We are incredibly frustrated with the entire purchase experience from Home Depot. We sat at the custom order desk for over an hour to attempt completing the order for the Fall River 7-piece set with bare cushions, gray cushion covers (sent separately), lumbar pillows and a matching umbrella.
I should also mention that we wanted to pay a portion in cash but were told we could not do this for an online order (even though we were paying in the store; not ordering from home), so we had to buy a gift card (which we are now stuck with - read on). The computer crashed so everything had to be re-entered. It crashed again and we were told that they weren't sure the order went through so we would have to check online the following day. It, of course, did NOT go through, so we completed the entire process again from home.
When the carrier (Seko) updated the shipping status, I thought we would receive it within a reasonable amount of time. Throughout the course of 9 days, the status did not update at all. I attempted to contact them on multiple occasions, each time sitting on hold for an average of 15 minutes, but no one ever answered. I was able to do an online chat with them a couple of times but the information I was given was useless ("uh... It looks like it's in your state" - wow!).
At the 9-day mark, I contacted Home Depot directly and was told that I would be contacted by someone within 24 hours. I never received that call (5 days have since passed). I had hoped that at least Home Depot would attempt to make this right, but I was mistaken. It finally arrived yesterday and, as soon as I saw the dilapidated boxes in my driveway, a little voice in my head said "take pictures!".
The brilliant, professional drivers from Seko clearly did not care one iota and just dumped off the boxes that were so clearly damaged.in fact, the box that held the table was opened and you could see right inside that the corner protectors were off and the table was horribly damaged. It was evident that a forklift either rammed into its end or it was dropped from very high up in the warehouse. Just for kicks, I unloaded the other box, fully aware that its contents would be in a similar state.
Although not as bad as the table, several of the chairs had one leg that was bent inward AND there were several zip ties at the bottom of the box, revealing that someone else had already gotten into the box and returned it. Home Depot shamelessly released a damaged product for resale. When I called Home Depot customer service, I was told that they have received lots of complaints about Seko and so I have to wonder why they don't respect their customers enough to have addressed these issues sooner. A quick look at the reviews for random patio sets proves that an unacceptable number of damaged boxes are being left at Home Depot customers' doorsteps, clearly without a care.
Shame on you, Home Depot. They "graciously" (sarcasm intended) offered to give me 10% off on another set, but no more than 10%. Quite honestly, this was just insulting. No, thank you.
At this point, having zero confidence that Seko would accurately enter the return into their system, and wanting to ensure that I was really able to get a refund, I said I would return it myself to my local Home Depot. My husband and I had to remove the back seats from our minivan and schlep these "quality" products back to the store. Once there, I spent over an hour and a half at the counter while they attempted to help make this right. Although the people at my local store were sympathetic, I had hoped they would at least offer a discount (more than 10%) but there was absolutely no mention of this.
I'm assuming they're seeing a lot of this and simply can't afford to offer discounts to everyone affected. Now we have to wait for them to process a return, which I can only hope will be done correctly, if at all... AND the money we paid in cash will be put back onto a gift card so I have to spend it back into the store. I'm guessing you can tell that this is the last thing I am in the mood to do right now.
For now, I'll just have to STAND on my new deck (more sarcasm).