WARNING LONG POST!
Ordered my Char-Grill Grand Champ XD online from the big Orange box store. Ordered it on Friday, July 7th. They stated it would be delivered to my house on Wednesday, July 19th. Wednesday, July 12th I receive an email stating it will be delivered on Thursday, July 13th between the hours of 12 PM and 12 AM. I'm thinking cool, a week early. Kind of odd hours, but what the heck. Thursday comes and goes and I receive nothing. I get an email early Friday morning stating there was a delivery issue and they had to reschedule. The e-mail after that stated it will be delivered today, (Friday), between the hours of 8 AM - 12 PM. I clean out the garage so I can have some space to put it together. I have watched EVERY video ever made on assembling this thing. I'm betting I could have done it blindfolded. Anyway, It's like 1:30 pm and no grill yet. I check my e-mail and it states that it has already been delivered. NO FRICKING WAY!!! I've been sitting in my garage for the last 3 hours waiting for this thing to arrive. I think I would know if a delivery vehicle dropped off a 250 lb package. I call HD customer service. They give you a choice of texting them the problem or waiting on the line to explain your problem. After texting back and forth with a computer, I finally gave up and called them back to speak to a representative. (Remember this part because it comes back to haunt me later). When I was connected to a CR Rep, I explained all of the above. She states, "Let me contact someone in another department to assist me". I'm on hold for about 5 min and then another CR rep picks up and asks how can they help me? I suggested getting that first person back on the line and discuss a thing about the meaning of CUSTOMER SERVICE. She didn't inform the second rep a single thing and I had to explain it all to her again. After I finished, she would put me on hold to research the information. She comes back on and states that it was delivered. I stated is was not, she stated that she has a pic of my front door with the package by the door. I said send me the pic. After getting all the technical issues out of the way, I was able to view the pic. It was the BBQ grill cover that was delivered A WEEK AGO!!. I asked her did that package sitting by the front door look like a 250 lb BBQ grill? It was not in another package and it clearly stated GRILL COVER on the box. Since I disproved her theory that my grill was delivered, she returned to researching the problem again. Back and forth for 1 hour and 45 minutes. Then she states that they have called the third party delivery company. One of three things has happened. 1.) It was delivered to the wrong address. 2.) it is still on their truck or 3.) it is still at their warehouse. Then she stated they have no way of contacting the delivery team and they will have to wait until the end of the day to find out the status of my grill. They also have 24 - 48 hours to look for said grill before contacting me or HD back with a status. So now I'm not expecting to hear anything back until Monday/Tuesday. She was then nice enough to ask if there was anything else she could help me with. Being a smartass, I asked if she could tell me where my grill is. She again went through the whole explanation of the three possibilities and that they have 24-48 hours to respond. After asking me again can she help with anything else I decided to spare her any more comments and just say "no, thank you for your assistance" and hung up. About an hour later I get a text stating it was Customer Service from HD and could they assist with anything. I explained I just got off the phone with a CS Rep from their company and all ideas of where my grill is has been exhausted. Not good enough. They kept asking and asking. I gave them all the info again and again. Finally, after another hour texting with them back and forth, they stated it has been noted in my account that the other company has been contacted and has 24 - 48 hours to respond. NO KIDDING!!! They asked two or three more times could they be of any more service and after me answering them WHERE IS MY GRILL? they finally gave up. I thought it might show up on Saturday, no luck. Sunday morning I was up and around in the house at 0430. I walked out of my house to my garage, (its a detached garage), at 0800 to get some meat out of the freezer for breakfast. Low and behold there sat a pallet with two big boxes on it between my garage and parked car. I didn't hear a large truck backing up, or a fork truck running. Other then one flaw on the fire door, I'm pretty happy with this thing. The point to this rant was that with cell phones and all this technology, someone will know where a package is at all times. They may say they don't know...but they do.
