How Many Tries Until You Give Up on your Online Order?
I am doing a home renovation project, changing the layout of our first floor and the fireplace now being a focal point as the TV is mounted over and furniture setup is adjusted accordingly. Our living and dining great room is long and narrow, with the fireplace on one of the long walls, so we have limited space and tried to keep the TV as low to the fireplace as we could to avoid looking up too far, so getting a new mantle that was thin was needed. We found a floating shelf that fit perfectly at a good price on Home Depot online and honestly, compared with competitor’s sites and was the only shelf that I could find that would work. It was not available in stores so I placed an online order.
The shelf arrived via UPS within a week or so after processing and shipping, opened it up and there was a chip in the top of the face, something I would not be able to hide, so I called customer service, explained it was chipped, and they placed a new order, while I had to take this shelf back into a store to get a refund. Within another less than a week or so, received the replacement, opened it up, and it was cracked along the top. Once again, called customer service, explained this was the second one I have received that has been broken, and I need to have another one shipped and a discount. All I could get out of them was 10% off. I really needed this shelf, so I agreed and they placed a new order, and they claimed that they would request additional padding and ensure it would not be damaged upon shipping.
In another handful of days, received the third order, second replacement, and would you believe that it was cracked along the side, damaged worse than the other two. I called customer service back and immediately asked for a supervisor, explained my situation receiving three orders all damaged, and that I just want a shelf. The supervisor contacted the third party warehouse, actually felt bad for me and said they would do quality control to make sure I received one not damaged, and shipped out right away, entirely for free. Received the shelf a few days later, packaged nicely, was not damaged, and is finally on my wall. Granted I had the time to wait, I needed this shelf, but would you have done the same?