Complaints

This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Home Depot has 1648 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Home Depot

  2455 Paces Ferry Rd SE # B # 3 Atlanta, GA 30339-1834

  
• 

  The Home Depot

  PO Box 9058 Gray, TN 37615-9058

• 

  The Home Depot

  390 Shawville Blvd. SW Calgary, AB T2Y 3S4

• 

  The Home Depot

  343 - 36 Street NE Calgary, AB T2A 7R4

• 

  The Home Depot

  #100, 388 Country Hills Blvd Calgary, AB T3K 5J6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a major issue with returning my gas cooktop (Order Number WE14792725). I contacted Home Depot on February 15, ************************************************************************************** After being told that it was not, I contacted Home Depot to confirm that it was returnable, and the representative told me that it was (transcripts attached). I thus proceeded to order the cooktop without having seen it. After deciding that I would like to return it on February 27, 2023, I was told that it is not returnable by the Home Depot store employee. It had only been one week since the cooktop was delivered, and it had never been used. I only ordered it in the first place because I thought I had the option of returning it. I have normally had such a great experience with Home Depot, and I was really upset that Home Depot would not take responsibility and allow me to return the item, given that a Home Depot representative mistakenly told me that it was returnable. A Home Depot customer ********************** agent suggested that I contact other nearby Home Depot stores to see if they would take the return. I found one store that would accept it, and I returned it today (March 3, 2023). However, the store had to charge me a restocking fee of $311.02 (receipt attached). I asked Home Depot customer ********************** if there is any way that I could be refunded this restocking fee, as they had mistakenly told me that the cooktop was returnable. However, they are denying any possibility of a refund. I find this really disappointing and unacceptable, considering the fact that I had clearly contacted Home Depot before making this purchase to cover all my bases, and they gave me incorrect information, leading to my current predicament. I would like Home Depot to refund me the $311.02.

  

  Business Response

  Date: 03/09/2023

  March 9, 2023
   
   
  Sent Via Email
  Attn: ****************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************************************************************************************
   
   
   
  RE: *********************/ BBB Case #: ********
  
  Dear ***************:
   
   
  We acknowledge the receipt of the BBB Case # ********.
   
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding the restocking fee of an appliance return.
   
  The Home Depot has reviewed this case. Because the issue involved a return of an appliance to the store, we consulted with our Online and Store team. The restocking fee is applied to special returns to the store and due to the timeframe in which the customer chose to make us aware she would like to return the item. There is a 48-hour return window which begins when the unit is delivered. The item was delivered 2/20/23. The customer contacted us on 2/27/2023 to request the return, which is over the 48-hour window. She was advised to contact her local store and was informed of the restocking fee at that time. The customer contacted the store and was again made aware of the restocking fee. Subsequently, the customer was offered a markdown on 2/28/2023 of $150.00 as a one-time customer ********************** gesture and she accepted. Respectfully, we are denying to refund the restocking fee as the customer was made aware before she completed the return to the store.
  
  With that being said, The Home Depot does consider this matter closed. If the customer is in need of further assistance, please have them reach back out to the agent assigned to their case.
   
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns. 
   
   
  Sincerely,
   
  *****************************
  The Home Depot - Customer Care
  Resolution Expeditor- Executive Escalations
  P: ***********************
  F: ************
  Case #:31761626

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19537362
  
  I am rejecting this response because: the business is missing the point that I was mistakenly told that the item was returnable by a business employee. That is the only reason I even ordered the item, took it to return to the store, and then had to pay the restocking fee. I understand that normally these fees exist, but I was put it in this situation because of incorrect information that a Home Depot employee told me. The business never acknowledges their mistake in telling me incorrect information, which is apparent in the transcripts that I attached in my previous correspondence. The business also mentions a markdown on 2/28/2023 of $150.00 as a one-time customer ********************** gesture. It was actually $162.57 that was refunded to me when I called Home Depot customer ********************** about wanting to do a return, since I had mentioned that the item had a strange, grainy finish. I was told at the time that I had to accept that offer over the phone before returning the item, or I would not be eligible for it anymore. The service representative who offered me this markdown also mentioned that I could help use this money towards the restocking fee that I would have to pay. However, the $162.57 was simply reduced from the total cost of the item when it was refunded to me at the store. In other words, I paid $1406.71 for the item, and I was refunded the $162.57 + $1244.14 - $311.02 restocking fee (see attached receipt). I was thus not able to use the $162.57 towards the restocking fee. I completely understand the policies behind theses appliances and their refunds - I am not disputing that. I am disputing the fact that Home Depot refuses to acknowledge its role in providing incorrect information and putting me in a situation where I had to pay $311.02, which is why I believe they should refund me that amount.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/14/2023

  March 14, 2023
   
   
  Sent Via Email
  Attn: ****************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************************************************************************************
   
   
   
  RE: *********************/ BBB Case #: ********
  
  Dear ***************:
   
   
  We acknowledge the receipt of the BBB Case # ********.
   
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding the restocking fee of an appliance return.
   
  The Home Depot has reviewed this case. Because the issue is with an online purchase, we have forward this rebuttal over to our Online Escalations team for further research and assistance. We received a response that the customer was advised the restocking fee is not refundable; however, as a one-time customer ********************** gesture, they offered a Home Depot e-gift card for the amount. The customer accepted and is being sent paperwork to sign. 
  
  With that being said, The Home Depot does consider this matter closed. If the customer is in need of further assistance, please have them reach back out to the agent assigned to their case.
   
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns. 
   
   
  Sincerely,
   
  *****************************
  The Home Depot - Customer Care
  Resolution Expeditor- Executive Escalations
  P: ***********************
  F: ************
  Case #:31761626

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number: WB39470276 I recently had to place an order for some lumber that I needed for a job. I called the local Home Depot by my ********** would not take an order from me unless I was a Pro member. They then told me to go online & ********* could have my order delivered. I went online & found the Home Depot by my job & placed an item in my cart, I chose DELIVERY for $79 and kept it there. I then placed another item in the cart & submitted my order. The next day part of my order was delivered. I got a call from my job asking me about the rest of my order. I called Home Depot customer ***************************** told me that my order was at the store waiting for me to pick it up. I asked them how that was when I chose DELIVERY after I placed my item in the cart. Customer ********************** told me that they could not help me with that issue, that I could have the rest of my order delivered but it would cost me another $79. I told the agent no thanks & the agent told me that my order was at the store READY to be picked up. I went to the store on the 3rd to pick up my ********** was not filled, ready, or even available. Seems that my order was left out in the shopping aisles exposed to customers & the customers took my items off the cart for themselves. The guy that I was with & I had to pick the order ourselves & then leave. This is unacceptable. If I chose the DELIVERY OPTION ONLINE then that needs to STAY the option instead of split my order up. It makes no sense to choose to have 3 pieces of wood delivered for $79 and then keep ***************************** to pick up. If thats the case I would have just picked the whole order up instead of have partial delivered. So I am seeking a refund or store credit for an order that only for partially delivered.

  

  Business Response

  Date: 03/21/2023

  
  
  
  
  
  
  Home Depot ******, Inc.
  Customer Care
  ************************************************************; 30339
   
  
  More saving. More doing.SM 
  
   
  
  
  
  
  
  
  
  March 31st, 2023
  
  Attn:***********************, Trade Practice Specialist 
  Better Business Bureau Serving Metro Atlanta,
  ****** & NE *******  
  ***************************************************;     
  *******,** 30303 
  
  RE: *************************/ BBB Case # ********
  
  Dear **************
  
  We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********. 
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding Lumber Delivery from The Home Depot.  
  
  The Home Depot has carefully reviewed all information pertaining to this matter.  The Home Depot Online Support Team has assisted **************** with his online order WB39470276.  
  
  With that said, The Home Depot considers this matter resolved.  
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.  The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.  Please contact me if you have any questions.   
  
  Sincerely, 
  
  ***************************
  Home Depot Customer Care  
  Resolution Expeditor - Executive Escalations Team  
  Phone#*************************
  Fax#**************  
  ** Case#: 31761625
  

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started a door installation project in January with measurements. Scheduled install date for 3/06 based on their installers availability. On 2/17 I sent email request for Certificate of Insurance needed by condo association for work to be performed. Also, I called local Home Depot and was unable to reach anyone, so I called Home Depot corporate and was given an email address to send request. Didnt hear back the following week so I emailed again 2/22 for status update. Was informed that their associates who handles door installations was out previous week, but the request was sent to corporate office for processing. I was told this process takes about 5 7 business days to complete. This was fine as this would put the date at either 3/1 or 3/2 from the date that I sent it in. On 3/1 at 8am I asked for an update and was told she contacted their district manager who would reach out to the department. I then tried to call the local Home Depot again later in the day and was sent to a full voicemail box. I then called corporate again and was told they also reached out to corporate and that someone should be reaching out to me that same day and they did not (3/1 about 2pm). Emailed and called again on 3/2 and was sent a Certificate of Insurance with an expiration date of 3/1/2023 on multiple lines. They also did not include the information for the interested parties as stated on the packet I sent over ON 2/17. I reached back out to the local office to let them know this information and they said they would reach back out to the same person for an update. TODAY 3/3 I STILL HAVE NOT RECEIVED WHAT I NEED TO GET MY DOORS INSTALLED ON 3/6. I now have to reschedule my installation EVEN THOUGH I gave ample time for this to be processed. No one can tell me what the holdup is nor who at district I can speak with to get this resolved IMMEDIATELY.

  

  Business Response

  Date: 03/28/2023

  Home Depot ******, Inc.
  Customer Care
  ************************************************************; 30339
   
  
  More saving. More doing.SM 
  
  
  March 28th, 2023
  
  Attn:***********************, Trade Practice Specialist 
  Better Business Bureau Serving Metro Atlanta,
  ****** & NE *******  
  ***************************************************;     
  *******,** 30303 
  
  RE: *****************************/ BBB Case # ********
  
  Dear **************
  
  We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********. 
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding interior door installation with The Home Depot.  
  
  The Home Depot has carefully reviewed all information pertaining to this matter.  We have partnered with our field support team to complete the needed documentation to allow installation. We are currently awaiting completion of one interior door. We are continuing to work with the customer to ensure completion of *********************** project.
  
  With that said, The Home Depot considers this matter resolved.  
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.  The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.  Please contact me if you have any questions.   
  
  Sincerely, 
  
  ***************************
  Home Depot Customer Care  
  Resolution Expeditor - Executive Escalations Team  
  Phone#*************************
  Fax#**************  
  SF Case#: 31761622
  

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2-14-2020 I purchased a Whirpool refrigerator from Home Depot. The order #H-0257-322708, Model#WRSA 71C1HZ00, Serial# ************* paid $1792.23. Due to COVID restrictions the Refrigerator could not be delivered until 5-22-2020. I purchased the 5 year Protection plan for $235.00. On 2-11-2023 my refrigerator wasn't working, the freezer was defrosting and the refrigerator was hot as a furnace, I called Home Depot**************) I spoke to *******. I called back and spoke to *******. The third time I spoke to **********. She gave me 2 phone numbers ************** and **************. I called whirlpool, they said they would charge me $149.00 plus the cost of repairs. So I called the ************ number. The earliest they could come to my home would be 2-16-2023. My food spoiled then I am a Disable Veteran, I use Humira and this medicine must be refrigerated. I called Home Depot back crying because my food and medicine was spoiling ..They sent ************ . They came out 2-15-2023. They had to order a part. ********************* returned to my home on 2-23-23 with the part. They said it was Fixed. On 2-27-23my Refrigerator stopped working again. I called Home Depot at the ************. My medicine just got sent tome on 2-27-2023, I called Home Depot, They said they will expedite it to Whirpool but the earliest they could come out will be 3-8-2023.What am I to do? My medicine and food have spoiled. I am a Disabled Vet It is just me and my 6month old puppy/ Her food doesn't need refrigeration but my food and medicine have spoiled for the Second time. What am I to do? My refigerator now has bugs and insects in it. What good is a 5 Year Protection plan to me? The first case was closed on 2-23-2023. Now no one will come until 3-8-2023. What do I do? The refrigerator is a Lemon. I don't have $1700.00 to buy a new refrigerator. I need to be refunded for the money I spent for the Refrig and 5 Year Protection plus my food and medicine. Thank you, ********

  

  Business Response

  Date: 03/09/2023

  Home Depot ******, Inc.
  Customer Care
  ************************************************************; 30339
   
  
  More saving. More doing.SM 
  
   March 9th, 2023
  
  Attn:***********************, Trade Practice Specialist 
  Better Business Bureau Serving Metro Atlanta,
  ****** & NE *******  
  ***************************************************;     
  *******,** 30303 
  
  RE: ***************************/ BBB Case # ********
  
  Dear ***************
  
  We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********. 
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding Whirlpool Refrigerator purchase from The Home Depot.  
  
  The Home Depot has carefully reviewed all information pertaining to this matter.  The Home Depot Online Support Team and Asurion (Home Depot Protection Plan) has assisted with this matter for ******************. With that said, The Home Depot considers this matter resolved.  
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.  The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.  Please contact me if you have any questions.   
  
  Sincerely, 
  
  ***************************
  Home Depot Customer Care  
  Resolution Expeditor - Executive Escalations Team  
  Phone#************************* 
  Fax#**************  
  SF Case#: 31761620
  
  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19536615
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************; My refrigerator is still not working ( the refrigerator is hot as  a furnace and the freezer is defrosting. On 3-8-2023, Ms ****** called to say the Whirpool repairman would be to my house, ****************** repair came out on 3-8-2023: He said he had to order a part.  He also called RR Appliances and asked them what had they done to repair the refrig.  He said lately they have to clean up behind RR Appliances" work.

  On 3-8-2023 Home Depot delivered a mini frig for me to use.  No the matter has not been resolved,  Ms ****** of Asuron said she will call me 0n 3-16-2023.  No I still do not have a repaired refrigerator.  Nor have I been paid for my food and medicine  loss.  I've lost medicine and food 2 times behind this.  I have been without a refrigerator for over a month.  ******************* will not return to my house until after 3-14-2023 (over a month from 2-11-2023. This matter has not been resolved.  My Whirpool Refrigerator is still not working .  Now how is this resolved?

  R *******

   

  

  Business Response

  Date: 03/13/2023

   

  March 13th, 2023
  
  Attn:***********************, Trade Practice Specialist 
  Better Business Bureau Serving Metro Atlanta,
  ****** & NE *******  
  ***************************************************;     
  *******,** 30303 
  
  RE: ***************************/ BBB Case # ********
  
  Dear ***************
  
  We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********. 
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding Whirlpool Refrigerator purchase from The Home Depot.  
  
  The Home Depot has carefully reviewed all information pertaining to this matter.  The Home Depot Online Support Team and Asurion (Home Depot Protection Plan) has assisted with this matter for ******************. The service has been scheduled with an authorized local repair team for 3/15/23 and resolution is in process. With that said, The Home Depot considers this matter resolved.  
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.  The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.  Please contact me if you have any questions.   
  
  Sincerely, 
  
  ***************************
  Home Depot Customer Care  
  Resolution Expeditor - Executive Escalations Team  
  Phone#************************* 
  Fax#**************  
  SF Case#: 31761620

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19536615
  
  I am rejecting this response because: see attached
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/22/2023

  As previously Stated...

   

  March 13th, 2023

  Attn: ***********************, Trade Practice Specialist Better Business Bureau Serving Metro Atlanta,****** & NE ******* ******************************************************************************

  RE: ***************************/ BBB Case # ********

  Dear ***************

  We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding Whirlpool Refrigerator purchase from The Home Depot.

  The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team and Asurion (Home Depot Protection Plan) has assisted with this matter for ******************. The service has been scheduled with an authorized local repair team for 3/15/23 and resolution is in process. With that said, The Home Depot considers this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

  Sincerely,

  *************************** Home Depot ************* Resolution Expeditor - Executive Escalations Team Phone# ************************* Fax# ************** SF Case#: 31761620

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered exterior doors from Home Depot and used their installers. The door that was installed did not close correctly which intern caused damage to the door frame. After a few attempts to fix the issue (which in turn caused more damage to our property) they replaced the door with a less desirable door however did not fix the damage done to the door frame or surrounding structures. After multiple attempts on our behalf to have the issue resolved, Home Depot informed us they were not willing to repair or replace anything else even though the doors and work should have been under their warranty.

  

  Business Response

  Date: 03/08/2023

  Home Depot ******, Inc.
  Customer Care
  2455 Paces Ferry Road
  *******, *******  30339
   
  
  More saving. More doing.SM 
  
  
  March 8th, 2023
  
  Attn:***********************, Trade Practice Specialist 
  Better Business Bureau Serving Metro Atlanta,
  ****** & NE *******  
  235 Peachtree Street Suite 900      
  *******,** 30303 
  
  RE: *****************************/ BBB Case # ********
  
  Dear ***************
  
  We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********. 
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding entry door o from The Home Depot.  
  
  The Home Depot has carefully reviewed all information pertaining to this matter.  The Home Depot has made several attempts to reach ***************** to provide support both by email and phone with no response. The Home Depot considers this matter resolved.  
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.  The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.  Please contact me if you have any questions.   
  
  Sincerely, 
  
  ***************************
  Home Depot Customer Care  
  Resolution Expeditor - Executive Escalations Team  
  Phone#************************* 
  Fax#**************  
  SF Case#: 31761619
  
  

• Initial Complaint

  Date:03/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an appliance from home depots website and found the item was defective the day I received it. I chatted Home Depot Help desk to return the item. Home Depots Polity is that appliances returns must be initiated within 48hrs. They scheduled a pickup for the defective item. No one arrived at the initial pickup time & date so, I called and set up another pick up window. The item was pick up in November and I was told Id be refunded in **** business days. I checked in on my refund and was told the system was down and give them another **** business days to process the refund. I called again in December when I still had not received my money back and asked for a refund confirmation. They sent me an email on 12/9 stating I would be refunded Your refund was just processed today so you should see ****** reflect your account within 3-5 business days. Today is March 3rd and Im on the phone with Home Depot who is blaming the issue on a tech issue and refusing to refund the money.

  

  Business Response

  Date: 03/16/2023

  
  March 16, 2023
  
  Attn: ***********************
  Customer Experience Specialist 
  ********************** 
  Serving Metro Atlanta, ****** & Northeast *******             
  North Tower, Suite 900 311
  *******, ** 30303
   
  RE: ********************************* /Complaint file # ********
  
  Dear ***************************, 
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the store and was advised that a manual check will be sent to the customer. The customer confirmed that she received her refund on March 9, 2023.
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
   
  Sincerely,
  
  *********************************
  Executive Escalations Representative
  Office: ***********************
  Reference Number: ********

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a framing pack from Home Depot on December 6, 2022 for $577.80. Framing kit was completed on December 26, 2022. Once I was ready to order everything on the list I paid $577.80 for, I was then informed that a couple of things on the list was on back order, the pieces I needed the most was a 6 weeks wait before I was able to get the final pieces that I need to complete my house framing. I had to go to ******************************************************************** 3 days without having to wait for anything. Home Depot informed me that my $577.80 will go towards the things I purchased from their list. I purchased items off the list, but my $577.80 did NOT go towards the items I purchased from the list. They basically told me I lose my $577.80 because I didnt buy everything from them that was on the framing kit, but no one ever advised me that it would be 6 weeks before I received my last few pieces. Before I paid the $577.80 for my framing kit, I was told itll take at least 2 weeks to get my product. Now its a different story once they received my payment. How sad Home Depot taking advantage of the working class people. I need my $577.80 back in full, and Home Depot needs to be more specific on a time frame or at least let the customers know in advance, that if they have Home Depot to do their framing kit for them, that some items can take as long as 6 weeks to get, if I would have known that I wouldnt of gotten my framing kit done by them.

  

  Business Response

  Date: 03/23/2023

  March 20, 2023
  
  
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************************************************************************************

  
  RE: *********************** / BBB Case #********
  
  Dear Ms. ************************ acknowledge the receipt of the BBB Case # ********
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Experience with our company.
  Home Depot store Department has communicated with customer. Product will be pick up on March 22, 2023, refunds will be process at this time.
  With that being said, The Home Depot has addressed the customers concern. 
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. 
  
  ************
  The Home Depot Executive Escalations
  **-31760468...

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19535450
  
  I am rejecting this response because: I still have NOT received my full refund as promised for the returned merchandise that's been picked up. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/30/2023

  March 28, 2023
  
  
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************************************************************************************
  RE: *********************** / BBB Case #********
  Dear Ms. ************************ acknowledge the receipt of the BBB Case # ********
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Experience with our company.
  Home Depot store Department has communicated with customer. Doors have been picked up and Store manager has issue check refund for checks sent to customer address.
  With that being said, The Home Depot has addressed the customers concern and consider this matter closed.
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. 
  
  ************
  The Home Depot Executive Escalations
  **-31760468

  Customer Answer

  Date: 03/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home Depot had a third party from ************** deliver a large drywall order on the 23rd of December and delivered the 29th. Upon the driver dropping off the material there was a large volume of damaged material (drywall). I called and after a lot of trying to get help was deferred to *****************. We had a conversation On January 2 about the issues the damaged property and the damaged drywall. She advised me that she wanted to hold off on issuing any credit as not to interfere with the property damage claim. That property damage claim is a LOST CAUSE. I have been bumped from ******* to *************** that doesnt even show me with an active claim (another nightmare HomeDepot has put me in). I now am out crushed brick from when the driver decided to drop 2tons of drywall on a SIDEWALK, and the damaged drywall I had to have both hauled away and replaced by the contractor.

  

  Business Response

  Date: 03/13/2023

  March 13,2023
  
  
  Attn: **************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************************************************************************************
  RE: *********************** / BBB Case #********
  Dear **************************
  We acknowledge the receipt of the BBB Case # ********
  Home Depot ***************** has contacted customer.
  ********************** has carefully reviewed and investigated this matter. We have been informed by our store leadership that customer has been contacted. Customer has sent pictures of the drywall and brickwork. Store has reach out to our delivery, territory operations, and online teams for assistance with getting his concerns resolved. 
  With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
  
  ************
  The Home Depot Executive Escalations
  SF-31760537

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered (5) garage doors from Home Depot on October 10, 2022 in the amount of $12,797.20. Home Depot stated they do garage doors installation as well. This is the only reason I bought them from Home Depot. I told them Im building a Barndominium / Metal home. They advised me that it wouldnt be an issue to have their installers install them once my home was ready for the garage doors to be installed. I purchased them in advance, so I would have them once the home was ready for them to be installed. The doors were delivered in January 2023. My home is now built, and I went to Home Depot to have their installers to come install the garage doors. Home Depot installers stated, they DONT install garage doors on Barndominium Metal home. I had to hire a garage door company myself. The company came out to install the garage doors, they noticed that Home Depot supplied me with the wrong framing kit for my doors, so everything else is useless. Im out of pocket $125.00 for their time. Now Home Depot trying to charge me a 20% restocking fee for something that wasnt my fault. I had to purchase more doors from a company that actually sell, and install the doors. Home Depot have to hire outside useless companies who dont like to do there job. I spent over $30K with Home Depot and had issues on other orders from Im still dealing with til this current day since July 2022. Issue with wrong window sizes, wrong patio door sizes wrong exterior door size. All the returns and issues are in Home Depot computers. We have to constantly go up there at least 5 to 6 times per week to get nowhere. Its very sad where they all know us by our names now. BTW ********* (Store ******** ********* (Assistant ******** both need better customer skills, mainly ******* (Assistant ******** she gets an attitude and cut people off from talking like youre her child! Their both insisting I have to charged with a restocking fee. Home Depot needs to specify what homes they install garage doors on!

  

  Business Response

  Date: 03/08/2023

  March 8,2023
  
  
  Attn: **************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************************************************************************************
  RE: *********************** / BBB Case #********
  Dear **************************
  We acknowledge the receipt of the BBB Case # ********
  Home Depot ***************** has contacted customer.
  ********************** has carefully reviewed and investigated this matter. We have been informed by our store leadership that customer has been contacted. Store will be picking up the doors and providing a full refund.
  With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
  
  ************
  The Home Depot Executive Escalations
  SF-31760468

  Customer Answer

  Date: 03/08/2023

  I will more than happy to close this case, once I receive my full refund. I DO NOT want a store credit, nor do I want it on my Home Depot credit card. I have no balance owed or due to Home Depot credit card, so I would like a check or refund everything back to me on my debit card please. Thank You 

  

  Business Response

  Date: 03/20/2023

  March 20,2023
  
  
  Attn: **************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************************************************************************************
  RE: *********************** / BBB Case #********
  Dear **************************
  We acknowledge the receipt of the BBB Case # ********
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Experience with our company.
  Home Depot store Department has communicated with customer. Product will be pick up on March 22,2023, refunds will be process at this time.
  With that being said, The Home Depot has addressed the customers concern.
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
  
  ************
  The Home Depot Executive Escalations
  SF-31760468

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19535041
  
  I am rejecting this response because: I was advised on March 14, 2023 that 3 separate checks that total up to my full refund amount was in the process of would be mailed out to my home address, & still to this day I havent seen or heard of anything as of yet. I feel like Im being misled by the Home Depot Team. I have no more belief in Home Depot anymore. Once I get my full refund as stated, then I will close my case. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/28/2023

  March 28,2023
  
  
  Attn: **************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************************************************************************************
  RE: *********************** / BBB Case #********
  Dear **************************
  We acknowledge the receipt of the BBB Case # ********
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Experience with our company.
  Home Depot store Department has communicated with customer. Doors have been picked up and Store manager has issue check refund for checks sent to customer address.
  With that being said, The Home Depot has addressed the customers concern and consider this matter closed.
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
  
  ************
  The Home Depot Executive Escalations
  SF-31760468

  Customer Answer

  Date: 03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to Lowes on 11/23 and got a quote for a Jeld-Wen *****-in x ****-in three panel door for $7181.90. We then went to Home Depot and gave them the quote that had the dimensions showing that we needed ***** wide and **** in. When slider showed up we noticed that it was **** high as opposed to ****, we when to Home Depot and because we had started with the Lowes quote maybe they can do something and she would talk to her boss. We were then told later that because we signed the paper work they wont do anything. They also stated that they talked to the person who did the quote and that he remembers, from 3 months ago, that we didnt give them the Lowes quote. We then went to corporate and were told they are standing by the branch stores position. We are now stuck with a $10K 3 pain slider.. and we still need the correct slider Our order number was H0244-398418

  

  Business Response

  Date: 03/13/2023

  3/13/2023
  
  Sent Via Email
  
  
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ********************************************************************************************** 30303
  
  RE: ********************* /BBB Complaint # ********
  
  Dear **************,
  
  We acknowledge the receipt of the BBB case #********.
  
  On behalf of The Home Depot, I apologize for any inconvenience *************** may have experienced regarding his Door Installation/ Order #H0244-398414 with our company.
  
  The Home Depot is in the process of reviewing this case. To provide the proper resolution, we respectfully request additional time to research this case.
  
  Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.
  
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide.  The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.  Please contact me if you have any questions.
  Sincerely,
  
  
  ***********************
  Executive Escalations
  Phone: ***********************
  Reference Number:  ********