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"Horrible experience. Came out to fix double oven. Told us it was a part that needed to be sent out and fixed. Oven still not working and they charged me for the part. Complete incompetence. I will be disputing the charge."

"They get 2 stars because they did compensate us half of our purchase price of the CubCadet commercial grade zero turn mower we purchased through Home Depot for their mismanagement and communication. In the end the CEO, escalations director, higher senior management, and Cub Cadet themselves had to be involved to resolve..somewhat. Long story short, Took 2 months to get a commercial grade zero turn mower that we ended up having to retrieve ourselves and unpack. It was in Fort Wayne, IN but because of mismanagement and poor communication it took 2 months to get. After speaking with 14 Home Depot employees from entry level, middle management ,store managers, to directors, I had enough of the run around and miscommunication. I personally emailed the CEO, COO, and Northern Division president. Told them I would be embarrassed of how their company is run, how incompetent they were for lack of communication, how shameful it was they operated how they were, and that my 4 year Olds preschool class could communication better than they all did. The CEO didn't pass my email off and did forward it to a escalations director however even they couldn't solve the issue and put us back at square one. If you are asking how I emailed the CEO, I looked it up online. We purchased a Cub Cadet commercial grade 60in zero turn mower, in a 70in crate. We were advised by CubCadet to go through our nearest dealer and they told us Home Depot. We order it early April 2021 and did not receive the mower till end of May 2021. Took 2 months to get it. XPO logistics of Fort Wayne, IN is also to blame for our misfortune and they will get their own personal review. Mower was supposed to be FREE shipping, unwrapped and off a palet so it could be driven onto a trailer. We had to personally go retrieve the mower in its crate. Someone at some point set it onto of another pallet because the crate broke. Took us 2.5 hours to get out of the packaging at our home. It arrived at XPO logistics in Fort Wayne. We received the call they would come on a date so time was taken off to be available. Half the day goes by they cancel and reschedule due to snow. The next day for delivery comes and again half way through the day they call and say they don't have a lift gate big enough for the mower. This should have been known when Conway delivered the mower to XPO logistics! The manager at XPO logistics did not do her part I reporting this to HomeDepot. She told us to come get it as it was free delivery to them. NOT TRUE BECKY. Becky was our main issue at the Fort Wayne, IN XPO logistics. She did not do her job. We call HomeDepot to explain the situation. We don't have a trailer. We went through Home Depot because they offered free shipping to our home. Even the Conway shipping slip states this. I had to call Home Depot multiple and multiple times because I would get an employee who would say they would look into it, would contact me the next day, and then never would. Then every time I'd call back in, no notes or no clear notes were taken. So then that Home Depot employee would have to contact the last one to find out what they knew and contact me back. This even happened with all the store manager at the Fort Wayne, Home Depot. Every one of them did the same to me there. After the 14th Home Depot employee I talked to on the phone for an hour and a half, no exaggeration, I had enough. It is then I emailed the CEO, COO, And Northern President and asked them to step in and fix the mess. At this point over a month had gone by. The CEO gets a escalations director to take over my case. Same scenario, he keeps get me to hold on another day another day, etc. We finally ask if we rent a trailer can we go pick it up. He was willing to reimburse us for the trailer. He had to ask XPO logistics if we could. I called him almost every day to get an update. He even a few times told me he would call next Day with an update and it didn't happen. That when I started calling daily. After supposedly 3 days if trying to get XPO logistics to answer back, which I can half believe because the operate like Home Depot, he tells me another Carrier has already picked it up. He hopes we will get the mower in the next few days..I'd been told that by him twice at this point, so I wasn't holding my breath. He goes out for a few days and his cohort steps in. The weekend approaches and my husband gets a call from a different carrier than what the escalations director told us. This new company tells us the same thing!! The escalations director happens to call us same day with with update. She tells us the other carrier name and they are waiting in a delivery update. My husband tells her, let me update you on what is going on. She says she wants to compensate us with Home Depot gift cards. We don't want Home Deoot gift cards, why would you think we would want to come back as a consumer to your company after this hot mess. The directors were supposed to be in charge fixing the solution and they didn't do their job. Company that did pick up mower doesnt have a lift gate big enough on a truck. I asked if we could come get it after personally calling the new company, and the said yes. For the second time I email the CEO and I tell him to fix this and how incompetent they all are. I also tell them my 4 year Olds preschool class can communication better than Home Depot. I tell him we updated his own employees and we don't even work there. After the weekend, senior management in the company personally calls me on his cell phone. He apologizes and he states he doesn't even understand how it got this far and to this point. He mentioned it was last years model so it was harder to track but agree it was unacceptable how it all happened. I told him we deserve to be compensated for our trouble considering they made us loose two days of wages for waiting around for it 2 months ago. I also told hom they may want to do a training session on communication and how to handle an issue like this. In the end they gave us half back on our purchase price. The senior buyer for CubCadet got wind of the whole mess and was upset for us. He said it was a mistake on CubCadets fault for recommending HomeDepot as an authorized dealer. There happened to be another closer to us, but at the time we never had issues with Home Depot so we trusted it would be fine. How wrong we were! I would not recommend CubCadet to continue using HomeDepot as an authorized dealer. I would not recommend any consumer to order anything from them after my ordeal. It is unbelievable how disorganized this company runs."