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 ComplaintThe 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:12/20/2022
Type: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.
Hi my name is ***************************** and I am nearly a everyday shopper at the home Depot in *******************. Unfortunately I am not longer allowed in the store via the store managers directives. I want to tell you that I am so unhappy and upset with my last experience with this store I feel so singled out and disrespected. On approximately December 2 2022 I went to return a item I purchased from the home Depot because I finished the job I was doing which was flooring and had left over materials which I did not need let me note I had my receipt in hand during this. Upon trying to return the 200 dollar flooring materials I purchased and didn't need the customer ********************************************* told me that I payed for the items off of my debit card and would need the debit card to return which was no problem but I didn't have it on me so I informed her I would come back tomorrow. Before leaving the store I went to the bathroom washed my hands and then proceeded to leave the store at which this time the store manager runs up to me hella rude and demands to see my receipt. At this time I showed her and she acted and treated me as if I did something wrong refused to give me my receipt back and told me not to return to her store when I told her I was going to let the cooperate know how disrespectful see he was she then through my receipt at me and said bye .. I will not be shopping at this store ever again unless action is took it is so belittleing and childish the way a leader of one of your stores acted and on top of things I'm at a loss for 200 dollars when I spend thousands at this store please understand I know there are criminals everywhere and people commit crimes but I am not a criminal and did absolutely nothing wrong and was completely humiliated this lady should not be a manager she is the one who is wrong and needs to learn respect . Contact me at phone number ********** or back by email thank u for your time
Business Response
Date: 01/24/2023
January 24, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *****************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their store experience.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has attempted to contact **************** regarding his experience. The Home Depot has completed 3 attempts both from corporate and store level with no success. 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
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Initial Complaint
Date:12/20/2022
Type: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 Whirlpool washer for $642.00 with a 5-year protection plan from Home Depot on 2/2/2019. I reported my washer's problems with vibrating on 12/7/2022 to Asurion. The repairman came on 2/18, and said I was loading the washer incorrectly and that washer was vibrating because my floor wasn't level. It ran perfectly for three years in that same spot. The repairman said it was my fault. The washer continued to vibrate more and more. I called Asurion again in March, and after three repairmen did not come when expected, the first repairman came back in June and repeated what he told me. I said that the washer was sitting on a laminate floor that was installed over a concrete slab inside the house, but he would not inspect it. The washer kept getting worse until I could not use it. I pulled up the laminate floor-the concrete floor is perfectly level. I started going to the laundromat in summer. I called Asurion again in November. Finally, after numerous calls, a new repairman came out and replaced the hangers for the tub. However, something else under the tub was broken. They returned the following week and replaced part of the tub and a control/circuit panel. They said it was fixed. Now the washer starts, but it won't go past the rinse cycle. I am waiting on the repairman to come back for the third time. They have not given me a time when they will come back or responded to my texts. I have spent nearly a year trying to get someone to fix the washer. Every time I call *******, they apologize. I have talked to the escalation team and manager numerous times. I have asked for a replacement washer or money to buy a new one. I still have major problems with my washer almost a year later. I realize that ******* is at fault here, but they answer the phone saying they are the Home Depot Protection Plan. When I call the Home Depot help line and choose protection plan, it is routed to Asurion.Business Response
Date: 12/28/2022
December 28, 2022
Attn: ***********************, Customer Experience Specialist
********************** 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 the purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online team has offered the customer a gift card for the defective appliance to use towards another washer or at their discretion.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it 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
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 12/29/2022
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: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.
Our refrigerator compressor broke. We have a warranty service on it. I have spoken with both Allstate as well as Assurion and each time they set up an appointment but don't show up and don't call to cancel. My first contact with them was on NOV 25! We have not had a refrigerator for almost a month. No food in the house, my medication that needs to be refrigerated I had to throw away and I cannot take. They refuse to replace the refrigerator because they say they already have the compressor (since 2 weeks). So in the meantime, I, 66 years old have no medication and no food in the house for 3 1/2 weeks already. What am I to do?Claim # with Allstate (Home Depot) and Assurion is: **********. The claim may also be under the name of *********************************, the previous owner of the home who bought the warranty)Business Response
Date: 12/30/2022
12/30/2022?
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 her appliance.?
The Home Depot has carefully reviewed and investigated this matter, and our online team has placed an order for a new unit (H6376-212174) due to arrive on 01/02/2023 and has also issued a The Home Depot gift card to cover the difference in cost of the new unit.
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: 31060076Customer Answer
Date: 12/30/2022
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: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 have purchased a refrigerator order H2748-142839, the original delivery date was 12/16/22 this was delayed due to weather. I was rescheduled for 12/19, this was also delayed due to a truck breakdown. I was told that the delivery company would reach out to me to reschedule. The agent who was professional apologized, stated that the delivery company/driver would call me, and put in a temporary reschedule date of 12/26.I have not been called by the delivery company/driver. When I did call the best they could say was 12/26 was the best they could do. I understand the first two delay, things happen. But I'm essentially being told 12/26 is the best they can do. My fridge was on it's last legs, and is ready for removal. I'm using my shed as a refrigerator. I don't think that expecting a call from the delivery company is too much to ask, and hopefully an attempt at a delivery before Christmas. The first two delay's *** not be their fault but having someone wait 10 days without a refrigerator and saying they'll call if something opens up sooner is pushing it. As I have been understanding up to this point.Business Response
Date: 12/22/2022
December 22, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Case #: 18616005
Dear **************:
We acknowledge the receipt of the BBB Case #: 18616005
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 partnered with our Delivery agent, who confirmed the customer's appliance was delivered successfully on 12/22/2022. As a customer ********************** gesture, the Online team provided a gift card to which the customer accepted.
With that being said, The Home Depot considers this matter closed. 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: ************
Case #:31057728Customer 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: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.
On 11/17/21 I purchased a Whirlpool refrigerator and other appliances. Whirlpool WRT541SZDW Store SKU # **********. It was delivered 12/11/21. I noticed that the doors were not sealing correctly, called Home Depot, they had me call Whirlpool who sent a repairman. Repairmen attempted to fix the seals as replacing the doors would be at least 6 months with no guarantee they'd be any better. Not satisfied with this repair. In October/22, the refrigerator started making a knocking noise. Internet searches indicate this is indicative of a bad compressor. Again, called Home Depot and Whirlpool, Whirlpool sent a technician. Technician was irritated with the number of screws he had to remove to remove the back, when he heard the compressor start and the knocking noise, he asked "is that what you're hearing" I said yes, he said that is normal. He said that is the liquid turning to gas and they knock. He heard that bending the dryer may help, bent the dryer a tube a bit and started putting the back on. I asked why this just started after 10 months, he said he has no idea, I must have really good hearing, but it is normal. He said I should be glad I didn't have a newer model as the compressors are all bad in them. I'm not happy with this answer. I have asked Home Depot to fix or replace the refrigerator, preferably replace, or repair and give me an extended warranty. I think this unit is defective. No refrigerator knocks, and Home Depot said they would work with Whirlpool on my behalf and now say too bad, it's past the 48 hour delivery window. I contacted Home Depot and told them that I wasn't happy with the repair or the comment that a refrigerator constantly knocking 3 times, pause, knock, is "normal". I received a few emails that want my satisfaction, but they then proceed to tell me I have to call ** for repair! It's a Whirlpool!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 #: 18615411
Dear **************:
We acknowledge the receipt of the BBB Case #: 18615411
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 partnered with the manufacturer, who agreed to perform a service request at no cost to the customer as a one-time courtesy. The ********************** appointment is scheduled for Wednesday, 12/28/2022, between 12pm 4pm.Additionally, the Online team 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 No. ********Customer Answer
Date: 01/04/2023
I have been in contact with the Home Depot Executive Escalations team and this matter has been resolved to my satisfaction.Initial Complaint
Date:12/20/2022
Type: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 a storm door and 16 months later it fell apart. I contacted home depot about the warrenty and they charged me $100 to come take 5 minutes to look at the door. The rep **** informed me it was a repair trip job. No repairs where done additional parts where needed I got the part called home depot and **** said I had to pay another $100. Wait I just paid $100 for a repair that didn't get fix cause parts where needed and it took 5 minutes and he left. I could of sent photos and they seen what was needed to be done. I know home depot is not hard press on cash that ur gonna charge me $200 for a repair? This cost more than the original door. Where the warranty come in on parts only why wasn't I offered a replacement warrenty. I buy alot of house material and I will now think twice before I spend my money here. This is highway robbery. To make matters worst the door company was no better help.Business Response
Date: 01/13/2023
January 13, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *****************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their storm door.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding her door. The Home Depot has investigated this matter and has contacted our customer who has advised she will accept repair of the door. The Home Depot considers this matter in progress.
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
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:12/20/2022
Type: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 stove from Home Depot online on November 10, 2022. I tried to use my Home Depot (**) card and was going to pay the remainder with Gift cards that I had purchased specifically so that I could pay online. I was told by an employee that I couldn't use a ** card and another credit/debit card, that I had to use gift cards. The first card was for $230 but I found that was not enough so I purchased a $50 card and bought the stove. for a total of $742.04 ($462.04 on the ** card). Before delivery, I realized that I needed a gas stove and I had bought an electric stove on November 13, 2022, so I canceled the order, and placed another online order (using only my personal debit/credit card). The gas stove was delivered and no problems with that, however, I am still being charged on my ** card for the $462.04. I have not received a refund for the gift cards. I was referred to two different departments to take care of the ** charge and the gift cards. The Home Depot card transaction is apparently in progress but it is over a month later and the charge is still on my card. I have not heard from anyone at the gift card department and I have repeatedly tried reaching out to them via email and phone calls. I have documentation of the emails and the transactions that I will upload. All I am seeking is to have the charge removed from my Home Depot charge card and to have the $280 from the gift cards reimbursed. It's been five weeks and that is a long time for what should be a simple return.Customer Answer
Date: 01/10/2023
I recently filed a complaint against The Home Depot after not receiving a refund for a canceled online purchase and not receiving correspondence in regards to the refund that was owed.
I am not sure how to update the situation but I received a very quick response from the Executive Escalation Support at Home Depot. The employee that handled this case communicated efficiently and resolved the issue in a timely manner. I'm grateful for the outcome and appreciate BBB's help with this matter.Initial Complaint
Date:12/20/2022
Type: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 have made a couple of purchases online through the homedepot.ca website. All payments were ok and I eventually got the product or I picked it up from a store nearby. Recently I couldn't make any payments online, I have tried different cards that I own, even changed addresses, browsers and nothing works. I called the homedepot support so that they can place the order for me and that also did not work. I have called my bank and they verified that there is nothing wrong with my account. When I order, I always get, "Please verify that your credit card details, name on card and/or billing address are correct. If you are still unable to complete your order, contact your financial institution or provide an alternate form of payment." And if the website took my payment then it won't process the payment and will say "There was an issue, please try again later." I believe that homedepot has blocked me as a customer. Whenever I had to buy anything, I always have to buy from competitors like lowes or amazon. I emailed the ******** team and explained my situation and there was no response. My address is **************************************************************.Business Response
Date: 12/30/2022
December 30, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *************************************/ BBB Complaint#: 18614370
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their ability to make online purchases.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. After enlisting the help of various partners, the Home Depot ****** Executive Escalations team determined Home Depot took all appropriate actions in reviewing the matter. The team apologized for any inconvenience and recommended they make future purchases in-store to ensure transaction completion should the customer continue to have issues purchasing online.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (***** @ ************). With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 31053376Initial Complaint
Date:12/19/2022
Type: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.
On the evening of 12/18/2022 I noticed a burning plastic smell coming from my Christmas tree. (****** Electric model w14N0127 purchased from Home Depot in 2019). In addition smoke was coming from the foot switch as I unplugged it from the wall the foot switch was so hot. I googled the model number of the tree and discovered the tree was recalled for this very issue. The switch went on fire. The smell was so bad the whole house still smells toxic the next day. My husband removed the tree from our home. He also called the number on the recall notice and spoke to a representative who stated that she was sending a new foot switch but it would have to be wired in and it would not arrive until after Christmas, so we found this to be unacceptable since our house could have went on fire. He tried to pursue other options as we were not going to have a Christmas tree. He called Home Depot and spent over an hour and a half being transferred to wrong departments disconnected and hung up on. He finally reached ****** in the corporate office who insisted he has to be transferred to ****** Electric who would be able to get us a new tree. ****** Conferenced a rep named ******* from ****** Electric who stated she would escalate the issue and have a manager call us. Tonight he received a call from ***** an acting manager from a third party company (Archway) representing ****** Electric who stated she needed a RECEIPT from 2019?!?!?!?!?! for her to help us. Disgusted and agrivated he got off the phone.Awful. It doesnt get worse than this. Home Depot should do the right thing as they sold us this tree which is now a safety Hazard and not transfer us all over the place. Home Depot represents the manufacturer when they sell unsafe products. I guess we will not have a Christmas tree this year and our house could have potentially burned to the ground.Business Response
Date: 12/20/2022
December 20, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Complaint#: 18614097
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their pre-lit tree.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. Home Depot Executive Escalations reviewed the complaint and previous ************* case regarding this purchase. The customer purchased the tree in 2019, so it is outside our return window. To process replacements, the manufacturer requires a copy of the original purchase receipt, but unfortunately, the customer was unable to provide it. After researching the current price of comparable pre-lit trees in the area, Home Depot offered an e-gift card to assist the customer with obtaining a new pre-lit tree as a customer ********************** gesture. On 12/20/2022, the customer accepted the e-gift card offer via email, and Home Depot issued one to the email associated with the complaint. Home Depot advised the customer on how, when, and where to receive their e-gift card.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please contact me.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 31053403
Initial Complaint
Date:12/19/2022
Type: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 placed an order for a ******* Bespoke 4 door refrigerator with customizable panels on September 19 to be delivered November 16. I called Home Depot the morning of the delivery to confirm and get an approximate time of arrival when I was informed that my order was canceled due to a communication problem with ******* regarding the custom panels. By this point I had sold and removed my refrigerator in order to make room for the new one and I had received zero emails or messages of any kind informing me of this issue and even though I had to cancel thanksgiving dinner and order out I was patient and understanding of problems that arise when a new product is introduced and I placed a new order on that day 11/16 to be delivered on 12/21. I received an email yesterday from Home Depot confirming my delivery and then this evening I get a call that my black glass panel is unavailable but they are offering a pink one instead. I would NOT like a pink one actually but I will take it if you will pretty please deliver my refrigerator before Christmas. I was told that was impossible. I will get what I get and I can throw a fit but I will definitely not have a refrigerator until 12/28. Maybe. I paid Home Depot for this appliance on 9/19 and they have had my money drawing interest in their accounts while I have been storing food in whatever ice chests I can find. I was told that my new delivery date is 12/28 but it will NOT include door panels. I have to order those separately and the earliest I can expect them is February 27.Business Response
Date: 12/30/2022
December 30, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Complaint#: 18613859
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team emailed the customer on 12/20/2022 to acknowledge receipt of their complaint, advise the black panel had not been canceled off the order,and provide an ETA update, as the system showed the entire order scheduled for delivery on 12/28/2022. The team attempted contact with the customer again via telephone/voicemail/email on 12/22/2022 and 12/23/2022. On 12/27/2022, the delivery agent confirmed receipt of the refrigerator but advised the panel did not arrive at the warehouse. That same day, the customer agreed to have the refrigerator delivered as scheduled on 12/28/2022 between 9:00 am and 1:00 pm and have the panels delivered when available. As of 12/29/2022, the customer confirmed the successful delivery of the refrigerator. The Online Executive Escalations team advised they will periodically check the availability of the black panel, as ******* stated it will be out of stock until mid-to-late February 2023.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (****** @*************************). With that said, we have addressed the customers concern and will continue to assist until this matter is resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
******** Sherrod
Executive Escalations
Phone: ***********************
Case: 31053379
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