After 11 years of faithful service, my washing machine bit the dust last weekend. A few hours of online research and some feedback from friends led me to choose a traditional-style machine with an agitator as its replacement. There aren’t a lot of models to choose from in this category, since most new washers are high-efficiency. Given my limited number of choices, I felt comfortable buying a washing machine online without seeing it in person, something I’ve never done.
I typically purchase appliances at Lowe’s, but Lowe’s couldn’t deliver the model I wanted until 9 days after my purchase, so I chose to purchase the same appliance at Home Depot. In a 2012 blog post, I explained what a ridiculous experience I had trying to buy an appliance online from Lowe’s. Thankfully, the Home Depot ordering process was 1,000 times easier. I started my shopping at Ebates.com, so I could earn 3% cash back on my purchase. After clicking the Ebates link to the Home Depot website, I added the appliance to my virtual cart. The only downside of the Home Depot appliance ordering process is that the company requires you to purchase new washing machine hoses, as it refuses to install your new washer with old hoses. I was planning to do this anyway, but it may be frustrating for others. I don’t believe you have to purchase the hoses from Home Depot, but you must have new hoses on hand. You can read about all the Home Depot’s appliance delivery requirements online.
During checkout, I was shown a calendar of available delivery dates and selected the one I wanted. An online notice (and follow-up email) from Home Depot informed me that I would receive a phone call the day before the delivery date and be given a delivery window. After that, I successfully completed my online purchase.
Sure enough, someone called me on Tuesday to let me know what time on Wednesday the washing machine would be delivered. The next day, the delivery driver called in advance of the delivery and even asked if he could come early. From the time the truck arrived to the time the delivery crew left with my old washing machine, only 20 minutes elapsed! I immediately washed a couple of loads of laundry and confirmed everything worked properly. The delivery drivers were courteous, and nothing was damaged during the delivery.
The Home Depot offers free appliance delivery and removal of your old appliance, while competitors like H.H. Gregg and Sears do not. Plus, Home Depot’s regular price is the same as Lowe’s for the washing machine I purchased. As I write this, it’s actually $45 less, because Home Depot is offering 10% off all appliance purchases of $397 or more.
Overall, my online appliance-buying experience was much better at Home Depot than at Lowe’s, and the delivery was icing on the cake. I will definitely consider Home Depot when another appliance needs replacement.
Where’s your favorite place to purchase appliances and why?
Find more customer service and product reviews on my blog: Who Cares About Customers?