Complaint / review text:
On June 20,2008 I bought a gas grill from Home Depot. They were offering free assembly so I opted for that and they said it would be about a week. They called me on July 1 to say it was ready. My son and I went to pick it up on July 4. When we saw it was damaged, I was not happy. But the dent was in the back and there were no scratches in the paint to cause rusting, so when they offered 10% off the price I accepted.
Then two guys tried to load it in my sons truck and dropped it. Then they decided to go get the fork lift, which they should have done in the first place. They scratched the tailgate and the grill now had scrapes and scratches which could allow rust. So I went back inside and said I didn't pay $700 for a damaged grill and asked for another one. After spending almost two hours there, I finally got a new one in the cue to be put together again. They said it might take awhile as they sold several grills that week.
They called on July 14 to say it was ready for pick up. We were out of town. My husband went to get it yesterday afternoon, July 20. He got there and they couldn't find our grill. They tried to pass off the floor model as ours, but Bill had just looked at it and saw the same scratches he had noticed on the floor model. When confronted, they admitted it was and they couldn't find our grill. They thought it had been sold earlier that day.
Then an employee said she thought she'd seen one with our name on it outside. Bill went to look and it was very damaged with parts missing, so we think it must have been the first one that had been damaged. So, after a month, and many hours of our time spent (we could have put it together in the time we all spent waiting for help!), Bill told them to give him our money back. He would find someplace else to buy a grill!
It is very sad that there seems to be such poor service at this store. Even the individual employees we deal with are apologetic because they know they are understaffed and things are poorly managed. If this were the first and only incident, I wouldn't be writing this, but it isn't the first - just the largest. I hope someone from HD reads these postings and considers doing something to improve the situation. I will drive miles out of my way now to do business at Lowe's!!