Problem with online order.

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  • Updated 2 years ago
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I ordered the new Power Head, String Trimmer and 575 CFM blower.  They came in yesterday and sadly they sent me TWO String Trimmers and No Blower.  So I check my only receipt, then I call HD Orders Online.  They say take the extra trimer to the store and they will correct things. So I take the trimmer down to HD.  They tell  me a refund the trimmer.  But I explained "No I need you to refund the Bower which is more expensive.,"
Well we go back and fourth, I show them the online order, they get another young employee and finally I leave in discuss.  

Now I'm gonna have to pack up the entire shipment and take in when a manager is there who available who can help me.  What bugs me is that I'm paying premium price, giving my faith in a rather new product & company, and they can't get the order right.
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leo

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  • very sad

Posted 2 years ago

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(a)Typical Engineer

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Hindsight being 20/20, I guess it would have been better to take the entire order in, regardless of what the HD Online Support said.  If you're standing there with two trimmers and the power head, it would be easier for them to "visualize" the problem.  Odd that they didn't have an associate store manager (ASM) on duty, especially on a weekend; I would think they have an ASM on duty all the time.
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leo

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Yep thats the plan, good thing I didn't open anything.  
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charlie hepler

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The problem isn't with the new product and company the problem is with HOME DEPOT!  I had a local store mess up my order 2x and then finally got it right the 3rd time!
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David HD, Champion

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That is a problem with HD - consistency across all stores.  I have been "lucky" in that my local HD have not mess up on any of my "online" orders thus far ... 
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Ken, Champion

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I agree, the problem here is with Home Depot's shipping department, not with Ego. It's aggravating that Ego's new tools are available only at Home Depot for a year after release, otherwise I'd be buying them elsewhere.

But for all its failings, the good thing is that it's easy enough to return/exchange things at Home Depot.
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Beth Walsh

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As a Home Depot Employee I am sorry you had this problem. Mistakes do happen and we regret them. When these types of problems arise please get a manger involved right away. It sound alike the employee did not understand how to process the return.

As an employee I can say we are still working out the relationships between "Brick and Mortar" stores and ways of doing business and "Online Super Stores". We continue to grow and adapt to the changing marketplace and will continue to strive to improve our shopping experience across all platforms.

I personally have found this EGO customer platform informative and a breath of fresh air. Thank you all for your suggestions, critiques, feedback and expertise.
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Ken, Champion

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And I can't tell you, Beth, how much I personally appreciate and value your involvement in this forum. You've provided a lot of valuable insight.
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leo

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Well finally got it straight with my friendly HD store. The took everything back.  Sadly now I have to reorder because they don't carry the new head at any store.  Well thats online life and the future of retail.  
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(a)Typical Engineer

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That doesn't seem like the best solution... I don't understand why they couldn't accept the extra STA1500 attachment, as the refund for the 575cfm blower.  Then at least you would have the PH1400 and the STA1500 (oops, but no battery/charger).  And then you would only have to re-order the 575cfm blower KIT?


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Beth Walsh

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I ran I to this with the trimmer kit I bought. The battery went bad and Ego instructed me to return the entire kit to Home Depot. I understand it not making sense but there is more to the story. The inventory items and levels have to be corrected which is the main reason Stores and manufacturers ask everything be returned.
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Blue Angel, Champion

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But there should be an option to sell back the items that were correct to begin with. :-)
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leo

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Well not so happy now. Turns out the items are "Out of Stock"!  the saga continues.
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Blue Angel, Champion

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Leo, what a cluster! Hopefully they get this sorted out for you. Personally, I would find it mighty frustrating to hand over a product and be told that to get it again I'd have to order it online, when they have the one you just returned sitting right there!

If that isn't a broken system, I don't know what is! Hopefully with motivated employees like Beth driving these messages up the chain, HD can sort out these shortcomings.
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leo

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It's all about special orders, process which this falls under. All is back on track, I was able to order this morning.
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Blue Angel, Champion

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Good stuff!

Seeing this, it makes me wonder if a good approach might be to order items separately, as long as the shipping is free. This way if there is an issue it will only affect the single item on that order.

It's more paperwork for HD, but potentially less hassle for the customer.
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(a)Typical Engineer

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were you ordering: 1) multi-tool (PH1400) plus trimmer head (STA1500), or 2) multi-tool plus stand alone trimmer?
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Amber F., Official EGO Rep

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Leo, we’re sorry to hear about the saga of ordering difficulties. Please let us know what you think of your new tools when they arrive! 
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Tom Bilen

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I had a couple similar issues.  1st, let me say I've been a very loyal Ego customer.  I have the 21" Self propelled mower, 15" string trimmer (non rapid reload version (For the love of god, why can't I just get a new head for that unit that is rapid reload, ugh), 530 Blower, Hedge Trimmer, and just got the 16" chainsaw.  I have 2 2.5 AH batteries, 1 5.0 AH battery, and 1 7.5 battery, the rapid charger and 3 normal chargers (why I can't buy a kit without a charger but includes a battery I don't understand).  The batteries are way too expensive bought by themselves.

But here is my issue.  I have been waiting for a pole saw from Ego since last year.  Finally you came out with one.  Even though you didn't offer a kit I ordered it b/c I had batteries.  I would have gotten it in kit if available and now I see that you will do that.  Why its not at launch I don't understand.  Its like punishing the guys in the know who need this gear and have been waiting for it.  So I order a power head, pole saw, and trimmer so I can have rapid reload, etc from Home Depot online.

I wait a week for the stuff.  Order gets split and pole saw is coming one day later I hear.

What shows up at my house yesterday.... 2 powerheads and no trimmer.

Call Home Depot.  Have to order a new trimmer head and return extra power head to my local store.  Wasted 45 min talking this through with HD.

Come home today expecting my new pole saw I have a project for and have been waiting patiently for and today's delivery (with the tracking number for the pole saw) is a 15" trimmer.  OMFG.

Back on the phone with HD online.  Another hour of my life wasted.  I am assured the extra trimmer is now cancelled and now have to wait another week for my pole saw.

Wait a few hours and get an email that the trimmer shipped.  WTF.  Now back on phone with HD online and they "can't cancel it" even though earlier they said they had.  Tracking information shows label printed which means UPS didn't pick it up yet so why they can't fix this I don't understand.  No way for them to expedite ship the pole saw overnight to me.  Still have to wait, wasted more time and now will have to make yet another trip to my local HD to return the extra trimmer.

SUPER FRUSTRATED.  Thought this was Ego's fault b/c my HD order clearly shows 1 of each part but HD says there is another "Vendor" in b/w HD and Ego and this isn't Ego's fault.  Hmmm.

Don't really know what to do except deal with it but its been the single worst online ordering experience ever.

Kind of wish Ego would send me a free battery or edger attachment for my trouble or just commiserate with me and apologize and say they working with the "Vendor" and Home Depot to fix their supply chain issues.  This would be comical if it wasn't so painful too.

Still no pole saw.  Still frustrated I had to order without a battery to get the battery for a reasonable price.   AAAARRRGGGHHHH.

/end rant
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Tom Bilen

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UPS just showed with ... drum roll ... another freakin powerhead and not the pole saw I've now been trying to get for 2.5 weeks.  I'm so pissed its not really believable.  I refused the shipment with the UPS driver and its going back.  How can something be so screwed up.  FWIW, I used the 15" trimmer attachment and its much better the old 15" one I had.  Now I have to waste more time with Home Depot on the phone and wait yet another week or so for another UPS truck that I can't even believe will have my pole saw.  Un f ing believable.  Can someone from Ego please contact me.
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Tom Bilen

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Home Depot is saying their vendor is "Chevron".  In b/w Ego and Home Depot.  On the phone with Home Depot now.  CS rep is trying to call the vendor and I'm on hold.  Unbelievable.
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Tom Bilen

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5 min online order of 3 SKUs has now cost me 2 hours + gas in local Home Depot trips to return incorrect extra power head and trimmer.  Just refused another power head with UPS.  Spend 1.5 hours on phone with Home Depot over two days trying to fix this.  This call is 18 min so far and just getting started.  Held on line for 35 min with Ego customer support until I gave up waiting and hung up.  I just wanted to talk to them and tell them how bad this situation is.  See if they can do something about this and this Chevron "vendor".  Wed I have the Edger attachment scheduled to be delivered.  I wonder what will show up?  Any guesses?
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Tom Bilen

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Turns out its Chervon (and I found out by doing some searching) that is the parent company for Ego.  A nice woman named "Kaitlyn" from Chervon said they are going to 2nd day ship me a pole saw.  We'll see how that turns out.  I have to wait for a tracking number.  If it works out, kudos to her for fixing this situation.
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(a)Typical Engineer

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The Ego branded apparel is priced accordingly with the 7.5 AH battery... http://ego-gear.com, so a 5.0 AH  battery might actually be cheaper... =)
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leo

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Thanks for the link, now I see we in the USA are missing out. https://egopowerplus.ie/collections/e...
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Tom Bilen

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Finally got my pole saw today and edger.  Both working fine.  Now have a complete (United States complete ;) Power Head system.  Online ordering experience was the worst ever but once I finally got past Home Depot and talked to Chervon directly, they resolved quickly.  Why so many problems before then is something for them to work on for sure.

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David HD, Champion

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I don't know Tom, you don't look like you enjoy the heavy lifting much with this new tool .... :-)
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Amber F., Official EGO Rep

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WOW, Tom, you crushed it!!!
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leo

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So let me get this right.  You used Ego pole saw to hack down an outcrop of trees,  An you found that lovely little one buried deep in the woods. 

That Ego Pole Saw is magical !!!  
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Tom Bilen

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:)  It was kinda magical in a way.  I've owned may chainsaw's in my day (mostly Stihl).  I also previously had a Shindaiwa power head system (interesting in that it was a 4 cycle engine that ran on 2 cycle mix).  That was my trimmer, pole pruner, etc.  It was a beast.

The Ego stuff is just as powerful as it was (with the new Power Head system).  What's magical is just pulling the trigger and having instant power without having to start it up, mix oil/gas, clean air filters, etc.  Its great.  Using the chainsaw was pretty magical last night.   It cut like butter (admittedly it was white pine which is pretty soft) but it cut just like my old Stihl did (which I sold to my aunt).  Feeding my chipper was super easy.  Cut off some branches, drop saw there, take branches to running chipper, come back, just pick up saw and cut some more off.  Wasted no time and didn't have to leave a chainsaw running idle and worry about what it might catch fire or start it up again, etc.  Very efficient.

My daughter wanted to help carry the big logs to the burn pile and we needed a picture.  She's a cutie for sure and loves teamwork.  "What's gonna work .... teamwork" she loves to say when working on stuff with us.  
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David Cline

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I know that show...

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