Business Profile

Building Materials

The Home Depot

Headquarters

Complaints

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

Customer Complaints Summary

11,841 total complaints in the last 3 years.
3,454 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/21/2022
Type:Customer Service 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 kitchen cabinets in November after paying $99 for home depot to come out and take measurements. When I received the cabinets, one was missing, three were damaged and another three were way too small. I have dealt with several managers and they are not replacing the cabinets without me paying. I should not have to pay extra when home depo should have provided cabinets that fit the measurements they took. I cannot return the cabinets as there is a 15% restocking fee. My kitchen is already taken apart and I have started paying the installers who cannot finish installing the cabinets since i do not have to corrected ones yet. Also, i needed the cabinets prior to 12/23 as I am leaving and not coming back until May, now i have to pay airfare to come back home to have the **************** delivered.
Business Response
Date: 12/22/2022
December 22, 2022
Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************

RE: ******************************* /BBB Complaint#: 18622111

Dear ***************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their cabinet order with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team contacted the customer and for her cabinet reorder. After speaking with the customer, she has requested to wait after the holidays to move forward with the reorder. The store management team has agreed to wait for the customer and offer her a discount on her next home project. The customer has accepted the future offer.

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 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,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********
Customer Answer
Date: 12/22/2022
I did not agree to re-order the cabinets as they are making pay additional money that I did not agree to
Business Response
Date: 01/06/2023
January 6, 2023
Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************

RE: ******************************* /BBB Complaint#: 18622111

Dear ***************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their cabinet order with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team contacted the customer regarding placing new order for cabinets over the refrigerator. After speaking with the customer, she has agreed to come to the local store on 01/07/2023 to meet with the kitchen designer. The store management team has offered the customer a discount on the purchase customer has accepted the future offer.

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 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,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********
Initial Complaint
Date:12/21/2022
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 purchased a dishwasher in November 2020 along with 4 other appliances. My dishwasher is completed dead due to the fact that Home Depot's subcontractors installed the dishwasher incorrectly. I had ** send out their serviceman to look at the problem and he confirmed that Home Depot's subcontractor installed the dishwasher incorrectly and he has seen this many times with them. i called Home Depot and they said because my warranty is expired there is nothing they can do. How would I know the dishwasher was installed incorrectly? This is absurd and unprofessional on Home Depot's end. The ** repairman has been to at least 5 houses this year because of Home Depot's subcontractor and their incorrect installations. Home Depot should provide me with a new dishwasher regardless of warranty. ** repairman will provide information if needed for all of this.
Business Response
Date: 01/04/2023
01/04/2023?

Sent Via Email??

Attn:Ms. *****************;
Customer Experience Specialist??
**********************??
Serving Metro Atlanta, ****** & Northeast *******???
235 ********************************* Tower, Suite 900??
*******,** 30303??

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

?Dear **************:????
?We acknowledge the receipt of the BBB Case # ********.

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her dishwasher.?

The Home Depot has carefully reviewed and investigated this matter, and our online team has verified that the customers dishwasher was serviced and is working properly.

The Home Depot considers this case 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.? Please do not hesitate to contact me if you have any questions.???

Sincerely,??
******* Clay
Executive Escalations???
Phone:***********************??
Fax:************??
Reference Number: 31067743
Customer Answer
Date: 01/05/2023

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:12/20/2022
Type:Product 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.
This is regarding my order # WB33698388 Milwaukee M18 Starter Kit with Two 5.0Ah Batteries and Charger. I picked up my order using a QR code to to open the locker at my local Home Depot store. When I returned home, I realize there wasn't a 3rd battery that I've selected. I returned to the store and explained my situation and ask if it's possible to check the locker to make sure I didn't accidentally leave the 3rd battery in there. The store employee was very nice and she explained to me that she's not able to re-open the locker because the order is closed out. I showed her what promo I was refer to and she mentioned how the promo now says "This Deal Has Sold Out" and the option of selecting a free tool or battery is no longer available. I left the store and called the customer ********************** number. I explained my situation again to the representative. I mentioned to her that I didn't see anywhere on my receipt or order about the 3rd battery and I guess it's possible that I made a mistake and didn't select it. She mentioned that people do make mistakes (referring to the possibility of me not selecting the 3rd battery) and that there is nothing she can do for **** can simply return the item and purchase it from another company, but here are few things that bothers me.1) The customer ********************** representative lack the effort nor desire to make this right for me even if it's my mistake. I'm not asking for something I didn't pay for. The promo clearly says I can get a free tool or battery along with what's included. I paid for that and didn't receive what I was promised.2) If a customer doesn't select a free gift option, the system should not let customer check out. Assuming I did not select the option for a free gift and checked out, the system is taking advantage of my mistake.3) If the free gift is not available anymore, the item should be removed from your site instead of continuing to mislead customers.
Business Response
Date: 12/27/2022
December 27,2022

Attn: Ms.***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
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 online team has informed that have contacted customer regarding his ********* product.***************** offered a gift card so the third battery could be purchase.
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-31063477
Customer Answer
Date: 01/03/2023

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:12/20/2022
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 want to get new kitchen countertops. I found some I liked at Home Depot. I was told I had to pay for the countertops in advance of getting my counters measured. I asked how I could accurately be charged if the only measurements I had were my own amateur attempt. ****** at Home Depot told me its how things are done. He said that once the counter was measured and a template was created, I would have to pay the $250 template fee even if I canceled the countertop order. ****** worked up an estimate and I paid. Then Precision Countertops sent an employee to create a template. A new price was sent to me that was $997 more than Austins estimate. As a result I requested my counter order be canceled and the template be sent to me. I was then told that the template belonged to Precision Countertops even though I was required to pay for it.
Business Response
Date: 12/22/2022
December 22, 2022

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 countertops ordered from The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot will be refunding the customer for their countertop measure.

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,

***********************
The Home Depot
Executive Escalations
Phone: *************************
Fax: ************
** Case#: 31063469
Initial Complaint
Date:12/20/2022
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 purchased ** stove and microwave from Home Depot on 11/27/22. Stove was delivered damaged 2 times and had to be returned to warehouse by delivery company. After second complaint I was informed the stove we bought is out of stock and have to wait a month for it to come in. I needed a stove right away so I decided to upgrade for a different stove. Home Depot salesman told me we have to do transaction refunding the other stove and put new charge on my card for new stove which I did. This is almost a month later and refund of $922 is still not on my card. Several trips to Home Depot and multiple calls and no resolution! They took money for upgraded stove but no money back for returned stove so I ended up to pay double!
Business Response
Date: 12/30/2022
December 30, 2022

Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****

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 customers refund for the range was processed on 12/30/22. The customer will need to go in store to swipe their card for the refund because a debit card was used.

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: ********
Customer Answer
Date: 12/30/2022

Complaint: 18619009

I am rejecting this response because:
I came to the store today to process the refund for the stove as instructed. Store representative informed me that refund was $700 which was incorrect. My refund should be $922.29 (I am attaching the receipt of refund with managers signature on it and his card). I was told by representative that it looks like I was refunded small portion before. That portion was for damaged microwave that I accepted and kept ** it was the second delivery and both damaged so I was given discount ( there were microwave and stove on the same order).. Please correct refund to the right amount.

Sincerely,

******************
Business Response
Date: 01/03/2023
January 3, 2023

Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****

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 customers refund for the range was processed on 12/30/22. After carefully reviewing the matter, we have determined that the refund amount is correct. The customer will need to go in store to swipe their card for the refund because a debit card was used.

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: ********
Customer Answer
Date: 01/04/2023

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:12/20/2022
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 made a online purchase from Home Depot that was 2 items and this bleach and tissue. I went to the store to pick up the items and one had. It arrived so I canceled the order at that time is was apprised that my refund would be 48 cents then I told the cashier that I got an email stating that I needed to pick up my refund from the store. He stated that he was not suppose to do it but he would refund me the amount for the tissue and to at the system Glitching prevent home from refunding the other amount at that time I asked to speak to a supervisor and ***** stated there was nothing he could do. I called customer ********************** and spoke to ******* and he told contact the store. I just want my money back for the refund.
Business Response
Date: 01/06/2023

January 6, 2023

Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303

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

Dear **************,

We acknowledge the receipt of the *************** Consumer Complaint #: ********

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 all information pertaining to the matter. The Home Depot Executive Escalations team has reached out to the customer and apologized for the inconvenience. All refunds have been issued to the customer.

Please know that it is *********************** goal to satisfy all 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 should you have any additional questions or concerns.

Sincerely,

***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
** Case# ********
Initial Complaint
Date:12/20/2022
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 damaged my floors and broke the freezer door off my refrigerator during delivery of new appliances. They then lied and stated that I broke the freezer door.******* were also done to the new appliances that were delivered. Customer ******************** was able to compensate ~$400 towards the damages of the new appliances. They could not do anything about the damages to my floors or the broken freezer door on the refrigerator. Customer ********************** filed a claim and Ive been contacted by a third party company. The associate Im speaking to is aware of the situation and has received pictures of everything. I was offered ~$700 dollars as a customer ********************** gesture. My new appliances worth ~$3000 were damaged. The freezer door was broken to a ~$1800 refrigerator that I had planned on using/selling. One hundred year old, original hardwood floors, which are priceless, will cost $3400-4400 to repair. Thousands of dollars worth of damages when I purchased thousands of dollars worth of appliances is lose lose for me. Between the new appliances, broken refrigerator, and damaged floors, Home Depot gets a profit and I get damaged appliances and property. Not to mention the horrible service from the delivery team who slanders my family and lies.
Business Response
Date: 12/30/2022
12/30/2022

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303

RE: *****************************/BBB Complaint # ********

Dear **************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive agent assigned to our customers case has confirmed ******** will be issuing a refund for the customer. The agent also issued a refund $252.03 which he will receive within 3-5 business days.

If any additional assistance is needed, please advise the customer to contact the online agent who reached out to them ***** @ *************************. With that being said, we are in the process of addressing our customers complaint.

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,

***********************
Executive Escalations
Phone: ***********************
Reference Number: ********
Initial Complaint
Date:12/20/2022
Type:Delivery 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.
Original transaction 11.27.2022 Purchase Fremont 72 white double vanity with Grey granite top and undermount sinks Problem scheduled delivery on ****, item did not arrive until ****. Purchased room of choice delivery and 1 person was sent to get 300lb plus item into my home. He laughed and left when told where to place item. Many phone calls and countless hours later second delivery scheduled on *****. Third party vendor refused to do stairs, 13 in total, lied to their home office that it wouldnt fit. There was more than 2 inches clearance on each side. Called again and again trying to get product. Told on ***** transportation department was working on solution and we would be CALLED within 3 business days telling us how we would get resolution. Told resolution specialist under no circumstances can this order be cancelled as I already removed and disposed of old vanity. Order cancelled by Home Depot on ***** with no contact to me other than an email that went to wife saying there was a refund. She missed the email as she gets hundreds a day. Today called Home Depot again and found out that it was cancelled, found cancelation email. Told they could reorder product and it will arrive at earliest on ***** making it a full month past originally ordering the product and over 3 weeks from when we removed our old vanity. Trusting another person from Home Depot, waiting another 8 days and praying to actually get what we originally ordered. Dont even know if it is going to happen.
Business Response
Date: 12/30/2022
December 30, 2022

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303

RE: *********************************/ BBB Case #: 18618147

Dear **************:

We acknowledge the receipt of the BBB Case #: 18618147

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 reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team placed a new order for the customer with an expected delivery date of January 9th, 2023. As a customer ********************** gesture, the Online team offered the customer a gift card to accommodate for this experience, to which the customer accepted. The team also provided their direct contact information to the customer, and will continue to assist until this matter is resolved.

With that being said, this matter is still in progress and monitored until we reach a final resolution. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ ************************). 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,

**************
The Home Depot -Customer Care
Resolution Expeditor - Executive Escalations
P: **********************
F: ************
Reference Number:31061641
Initial Complaint
Date:12/20/2022
Type:Delivery 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.
In April of this year we purchased outdoor furniture from Home Depot. The order was paid for with a Home Depot credit card and delivered to us the following month. Order # ending in ****. The original order which was supposed to be paid for using paypal was cancelled and returned to Home Depot order ending in ****. We are still getting e-mails trying to collect money from Home Depot for the original order which was cancelled # ****. I have contacted them several times to try and fix this issue but no one seems to know what to do. It has been extremely frustrating and I have no other option but to call a third party as they clearly do not know how to fix this. I have been getting phone calls and e-mails for the past 7 months and I just want them to take accountability and fix this, I have done my part. I do not want to be harassed anymore. Thank You
Business Response
Date: 12/30/2022
12/30/2022

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303

RE: *************************/BBB Complaint # ********

Dear **************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping 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 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,

***********************
Executive Escalations
Phone: ***********************
Reference Number: ********
Customer Answer
Date: 01/04/2023

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:12/20/2022
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.
Home Depot's online services are prone to Fraud and they are not doing anything to correct it.I have called already the customer ********************** number three times ***************) to attempt to resolve this matter, but they still have not done much to fix it. I was targeted, likely among many others, to use my full name and address to ship very small orders that are at a cost of around ***** cents that as understood are purchased using gift cards (not sure if these are Home Depot gift cards) and such small purchases are likely to test if the gift cards can be used for bigger purchases. The three orders involved are WB32568583, WP53653769, and WB33382576; I already returned the first two items, not the last one yet as I just got it this past weekend. The perpetrator uses my full name and mailing address but on their online account they have a different phone number and email address than mine, this is a huge flaw on Home Depot's online system and it's being allowed, likely permitting myself an many other users to be used as the guinea pigs for such fraudulent transactions to happen. I have, way too many times, asked to talked to technical personnel to ensure HD fixes this bug, but so far they have ignored me. To this point, Home Depot representatives have miserably failed to raise a fraud case, I have been told by the last rep ******* on Sunday 18 Dec they can't create one, but they also did not create any internal ticket to track the pervasive issue. There is the possibility someone within Home Depot is also involved since for the first two purchase, refunds were provided (as explained to me), yet I still had the items at home at that point. Once again, I would like this to stop so that myself and all affected target customers stop being used as guinea pigs for these fraudulent actions, so far Home Depot has done a terrible job at stopping it from happening.
Business Response
Date: 12/27/2022
12/27/2022?

Sent Via Email??

Attn:Ms. *****************;
Customer Experience Specialist??
**********************??
Serving Metro Atlanta, ****** & Northeast *******???
235 ********************************* Tower, Suite 900??
*******,** 30303??

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

?Dear **************:????
?We acknowledge the receipt of the BBB Case # ********.

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his online order.?

The Home Depot has carefully reviewed and investigated this matter, and our online team has provided the customer with the following response:
"These orders fall under a scheme called brushing. I have attached a link explaining in detail what the process is, but essentially these are sellers from Amazon or other online platforms that ship out small inexpensive items to create reviews or ways to boost their ratings. Preventing these types of orders is difficult because the individuals are using varied and constantly changing information on the orders. " Please click the link below for more information:*****************************************************

The Home Depot considers this case 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.? Please do not hesitate to contact me if you have any questions.???

Sincerely,??
******* Clay
Executive Escalations???
Phone:***********************??
Fax:************??
Reference Number: 31060083
Customer Answer
Date: 12/27/2022

Complaint: 18616676

I am rejecting this response because:
Simply put, the scam is enabled by Home Depot. I am an IT person, and I know for a fact that the account creation process of Home Depot accounts is way too simple and does not provide the safety measures to avoid such scam, it is happening massively on their end. These scammers are only being able to commit such "brushing" (Brushing Scam - USPIS) scam because Home Depot does not have any efficient measures to counteract it, and from the looks of it they are also unwilling to invest on the efforts to avoid it; as given, this response will not stop the next one to once again use my name, or any other customer of Home **********************, just becuase they have acccess to a name and Home address, and to keep perpetrating this crime again forever. If Home Depot first sent a text or email to the first "original account" owner, the established known user (if one exists, if none exists one could call and say that they don't have one at the moment or they don't want any accounts online), that would allow that "real" user to identify if the account is his or hers, if the person so happens to wish to have separate accounts, i.e. for personal or business reasons; there would exist a simple method to stop them on their tracks. However, because any user can now, at any given point. create one or multiple accounts with different phone numbers and email addresses than the one that belongs to the real individual, Home Depot becomes a haven, an enabler, to these "Brushing scammers". No, I do not accept this type of response because all Home Depot has done at this point is to identify the type of scam that is perpetrated, yet they have not done a thing to safeguard their own system in such a way that the scammers cannot abuse their customer database from such type of crime, nor have they done anything to ensure we, the customers, don't become targets of it.

Sincerely,

*******************
Business Response
Date: 12/27/2022
December 27, 2022

Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303

RE: *******************/BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with his online orders.
Our online team has stated that they have sent the customer the following article: ******************************************************** has advised the customer to change his passwords on all shopping sites.
The Home Depot does consider this case closed.
As previously stated, The Home Depot has addressed our customers complaint.
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.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
**#********

Customer Answer
Date: 01/04/2023

Complaint: 18616676

I am rejecting this response because:
- Although The Home Depot has provided a response and also a link to the type of fraud being committed, they have done nothing more to secure their systems so that it will not happen again.
- I have, from my end, changed passwords and do so frequently in all places where I do any shopping. However, with this fraud, that is not the issue nor will it fix anything at all. We must recognize that the information used to perpetrate the fraud is, for the most part, very accessible (full name and address of a person are a public record). The weakness here lies on the Home Depot's weaknesses on its online platform, that allows many different accounts or profiles to be created with the same name and address, yet one can add different email addresses and phone numbers to them; thereby myself and countless other customers are exposed to this major bug from their end. It is a system flaw on their end that they are failing to recognize and are doing nothing about it to fix it, nothing at all from what we can clearly see from this and prior responses.
- I will not accept the response provided because not only are they failing to recognize their major unpatched issue, but also in the response they try to establish that I can do something about it, by changing my online account's password, and such is not the truth. The truth is, they have a huge systemic gap that needs to be closed and that perhaps needs to be exposed in public for them to set aside the proper investment to work on it and place the necessary efforts to address it!

Sincerely,

*******************

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