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| - My fiancé and I purchased several different pieces of patio furniture from the Hampton Bay Spring Haven collection from this store. At the time they were having a 40% off discount for any in store patio furniture. We requested delivery for just 4 short days later on a Friday. We were informed by the Customer Service clerk that we would be called the night prior to let us know what block of time (AM or PM). We did not receive a call the night prior so called the store in the morning and they checked on the delivery service and were able to provide us the block of time. When the furniture was delivered, they were fully assembled as had been advertised for the delivery. However, we received two Spring Haven wicker coffee tables and no side table when we had only ordered one coffee table and one side table. Also, the two Spring Haven wicker rocking chairs each had a screw that had not been screwed in all the way into the rocking rail to a cabin leg post and couldn't be by us because the screw heads had been stripped. Therefore, the rocker wouldn't rock all the way back, but would awkwardly stopped at the screw touching the ground unless pushed over. We contemplated whether to call Home Depot and request an exchange/fix or not, but then decided to do so otherwise we wouldn't be able to return it later. When I spoke with customer service, they were very professional and more than willing to help find a solution. They handed me off the Andy in delivery and I explained to him the situation. Even though we had ordered a side table and one coffee table, they allowed us to keep the second coffee table with no additional charge due to the mix up (the coffee table is bigger and cost about $15.00 more than the side table. He informed me that the store had no more of the rockers but found that the store on Centennial did, and received approval from the manager to make the exchange. Andy and the manager had two Home Depot associates instead of the delivery guys bring the new rockers out to the house, not assembled. Unfortunately, after they had left and as I attempted to assemble to rocker rails to the chairs, I found that one rail fit perfectly and the other side's rail's holes did not align with the chairs leg posts and could not get them to fit. At this point I feel pretty frustrated with these chairs. I call the store back and they direct me to the manager on shift, Bunny. Bunny acknowledged the situation and said she would give me a call back when the associates got back to the store with our original chairs to see what we could do. When she called back, she informed me that they should be able to fix one of the original chairs there and bring it back then help figure out the new chairs that had recently been dropped off. Impressively, Bunny herself and another one of her associates came over with the chair and tools. We looked at the chairs and they saw what I was taking about. After some finagling they were able to move the posts a bit to actually fit the rails and assembled the chairs. We looked at the original chair, but the screw was still protruding out a bit even after he attempted to file it down. So I kept the new chairs and they took that original they had brought with them. They also helped break down the boxes and took them as well as the original chair.
So despite all the hassle with the Spring Haven rocking chairs, the customer service by this store was phenomenal and it was amazing to see the manager care so much about customer satisfaction. My fiancé and I are so busy right now so wouldn't have time to keep going back and forth for days and we also don't have a truck. So this customer service really helped us out. And the set looks great now out on our back patio! Thanks!
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