Only 1 Fridge
When I went to order my replacement refrigerator, I got a little carried away. On Friday I went on to the Home Depot site and started an order with the refrigerator and all the sundry items that would go with it (water line, haul way my old fridge, 5 year warranty) so I could see the price. On Sunday I went through the process again and picked a delivery date. When I got to the order summary, after paying, I noticed the total was double what I was expecting.
Crap. I looked at the order I placed. Yep, two of everything. My cart from Friday was still active when I added stuff on Sunday, and I wasn't paying enough attention to to notice.
A "Chat with Us" box was still on the page, so I opted to see if I could handle this with someone I hoped wasn't in India. I ended up having a nice chat with someone going by Michele who removed one of the refrigerators from my order and told me it would take 7-10 days for the credit to show up. I double checked that I was still going to have 1 refrigerator delivered Saturday, and she said I would, along with a smiley face.
Saturday comes and I'm first on the delivery list. (A single) new fridge arrives and the guys hook it up. I notice on the delivery sheet it says at the bottom:
@ haul away
@ haul away
Haul away is listed twice. This sheet has no prices. When Michele removed my extra refrigerator, did she remove all the extra stuff that went with it?
The delivery guys wouldn't know, so I went back to Home Depot Chat. Today I got Paul. I explained what originally happened with the multiple fridge order, how I got 1 fridge like I should have, but since haul way was listed twice I wanted to double check what had been credited since my lone invoice from my original order still showed what I had originally ordered (2 of everything).
Paul was helpful. More helpful than I would have thought ahead of time. He was even chatty and personable. In the end he told me that everything had been taken care of (as it should have been), and he would try to send me an updated invoice but their system had some limitations in what he could send. As someone who deals with nice and pretty front-end systems vs the hacked together parts of the back-end, I understood where he was coming from. It sounds like everything is just as it should be, I've just been a little paranoid since I initially screwed up and don't have anything documented that it's been fixed.
Mainly I've been pleasantly surprised by how well chatting with customer service has been. I think I (we?) have be conditioned to think any type of online/technical support will be a form of torture, where the person on the other end won't understand me or whose sole goal in life is to the exact opposite of what I want. But it's not that way. I need to not be so hesitant and belligerent-ready the next time I have to use customer service in that way.
Even better, I just checked my credit card account and Home Depot properly credited my account!