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.
- 3,458 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:12/19/2022
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 went into your local store in ******** **** and a man stated to me he would compare price to the attachment competitor and so my card wasn't acting right and I told him I'll be back tommorrow and therefore the next budiness day I wasn't able to get the dishwasher at competitor price. I want the dishwasher at ****** as I was told.
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#:18613053
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their price match request.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team reviewed the customers complaint and the highlighted request. The team partnered with the local stores Assistant Manager and made an exception to agree to provide an in-store markdown and e-gift card to cover the price difference. The stores management team is fully aware and prepared to honor the price match upon the customers return. Home Depot advised the agreement was a one-time customer ********************** gesture and advised the customer of ********************** Price Match policy.
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: 31053365
Initial Complaint
Date:12/19/2022
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.
Washer/Dryer purchased 11/23 from store **** in Succasunna, **. Order # H****-184350.Products arrived damaged, but I didn't notice until after install. Then, we noticed products did not work. Turns out the reason was a defective install (water never turned on, water hose tied in a knot.). I paid a plumber $250 to diagnose. I reported the defects within the 2 day return period, and Home Depot picked up the products on 12/8. They are now not issuing a refund. Not because they are refusing, but because they are incredibly inept, and they don't seem to know how to do it. They keep blaming *** and ** blames Home Depot. My purchase was through Home Depot. Seeking full refund immediately and coverage of the $250 bill which was caused by incredibly inept install. I have pictures of the bad install if needed.Business Response
Date: 12/23/2022
December 23, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Complaint#:18611985
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliances.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team contacted the customer to acknowledge receipt of their complaint on 12/19/2022. On 12/21/2022, the vendor confirmed a return authorization was pending. Home Depot processed a refund and advised the customer to visit the store to receive it. Additionally, Home Depot issued a check to reimburse the customer for the diagnostic ******************. As of 12/22/2022, Home Depot advised the customer to allow ***** days to receive their reimbursement check.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (Bre @ *************************). 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: 31053401
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.HOWEVER - I want the BBB record to reflect that while they have met the minimum reasonable response to close this complaint, the service and follow-up were not acceptable and I will not shop there again for major appliances, and would hope anyone reading this would not also.
Sincerely,
*********************Initial Complaint
Date:12/19/2022
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 11/30/2022, I went on-line to Home Depot and input my current microwave model number JVM7195SK3SS, because I wanted to replace my existing unit which stopped working with the exact same model as I figured they could slide out the old one and bolt in the new one. The website pulled up my model which is 1.9 cu ft. and I purchased it. Copy enclosed.The installers came on 12/15/2022. When they took it out of the box, I immediately said "that is not my microwave." I said it over and over to which the older installer finally said "sometimes they make changes or improvements blah, blah, blah but I kept saying this is not the correct microwave. I knew this because this new microwave did not have the charcoal filter at the top and the inside was structurally different.The installer just kept proceeding to drill new holes into my cabinetry to which I asked "so the holes aren't lining up?" and he said "no." Now I'm really puzzled. The installer removed my existing bracket and installed the one that came with the new microwave and left a big mess of debris on my stove and countertops and left.I noticed that the installation was not correct because the new microwave was tipping forward at the top as if it is going to fall off of the wall and it is crooked in the space.I then noticed that the model number was JVM7195SK6SS, not the 3SS that I bought which is a 1.6 or 1.7 cu ft.I have contacted HD and GE. Home Depot said they would do a "dock investigation" and to call back on Monday 12/19/2022.I called Home Depot today and spoke with ***** who said nothing was documented in the computer and he attempted to call their installer, Tempco Logistics. After waiting on hold for over an hour starting at #** in the queue, without any resolution, I am forced to file this complaint.Business Response
Date: 12/29/2022
December 29, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: ************************* / BBB Complaint#: 18611183
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction 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 Expeditor has connected with the customer to assist with a refund for an incorrect appliance. The Home Depot 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,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# *******Customer Answer
Date: 12/29/2022
This letter from Home Depot is apologizing to you, **************, for any inconvenience when at the very least, I deserve an apology.
Sincerely,
*******************
Business Response
Date: 01/05/2023
January 5, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: ************************* / BBB Complaint#: 18611183
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction 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 Expeditor has connected with the customer to assist with a refund for an incorrect appliance. The Home Depot 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,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 01/06/2023
Complaint: 18611183
I am rejecting this response because: The letter of apology is not addressed to me as it should be. It is addressed to the BBB for a BBB employee.Secondly, all but $.02 has been refunded. The least they could do is provide me with a letter of apology for all they sent me through and the hours I spent on the phone with Home Depot, GE and Temco.
Sincerely,
*******************Business Response
Date: 01/09/2023
January 9, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 *********************************** Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Complaint#: 18611183
Dear ******************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction 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 Expeditor has connected with the customer to assist with a refund for an incorrect appliance and issued a vocal apology to the customer. ********************** 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,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# *******Customer Answer
Date: 01/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and accepted the refund in full. This resolution is satisfactory to me.
Sincerely,
*******************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.
Upon arrival to The Home Depot I noticed flattop grills outside of the store . One in particular stood out to me and The price was labeled as $54. I checked the others for prices and noticed that the Nexus grill was the only marked as such , with no further pricing anywhere else on the product . There was only one in stock so i assumed the price was correct. The Manage ***** said that the price was indeed wrong and she could not Honor the price displayed. Even tho I showed her the photo i took with the pricing . I then asked her to walk outside with me and to show me where the price would be , the original display that was there when I arrived had been removed .Business Response
Date: 12/27/2022
December 27, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB Complaint#:18610525
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their recent store visit.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Executive Escalations team contacted the customer via email on 12/20/2022 to request specific location details. After the Store Manager and I reviewed the customers complaint and photos, we determined it was clear the Nexus Grill was missing a digit from the posted sales price; all grills in the vicinity were priced at $500 or more. Via email on 12/21/2022, I explained the evidence supported our finding that the correct price for the Nexus Grill is $549, not $54, and Home Depots policy regarding incorrectly displayed pricing.As a compromise for the inconvenience, the Store Manager offered to discount the grill by $100 should the customer wish to purchase the grill. This offer was extended via email on 12/21/2022; however, the customer never responded.
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: 31053432
Initial Complaint
Date:12/19/2022
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.
11/25/22- placed an order for a bath shower combo on homedepot.com in the amount of $735. After realizing it would not fit the space we need, this order was canceled within 2 hours. I received confirmation email that it was canceled and I would not be charged. However, I was. Ive spoken to homedepot.com and with the *********, ************* store manager ****** to help try to get this resolved. It has been weeks and both Home Depot.com and the store a telling me they cannot help me. I have sent them emails, and also screenshots of my credit card statement proving I have not received a refund. I need help in resolving this matter as I have been unsuccessful on my own. I never received any merchandise.Thank you very much.*****************************Business Response
Date: 12/27/2022
December 27, 2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************ 30303
RE: ***************************** BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********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. We partnered with our Online Team, and they have advised that they reached out three separate occasions via phone and email each time and the customer was unresponsive.Please know that it is The Home Depot's 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: ************
SF# ********Customer Answer
Date: 12/27/2022
I have received a check in the amount of $648 from Home Depot in addition to a $95 refund to my credit card. Thank you very much for your assistance and you can close this complaint.
*****************************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 requested installation of ************ and four out of ************ were installed wrong or defective. Two of the windows had to be installed 3 TIMES! Two of the windows were installed 2 TIMES. They installed the wrong window twice on my fire escape putting my safety at risk and a Fire Code Violation. It took Home Depot over a year to do the job They kept ordering the wrong parts installation leaving the windows wrong and caused damage to my apartment. I spent almost 30 hours waiting at Home Depot over and over to get it right and this caused me financial hardship in lost wages, health issues with no proper sleep at night as the windows That I ordered paid $1000 each for did not block out any noise because it was installed wrong! The windows did not block out it outside air causing Me to suffered severe allergies. Because windows were not installed properly and didnt lock, I fear for my Life and safety and my Property safety as I was vulnerable to break-ins. Because They were not installed properly in the winter I was subject to a very high heat bills and constantly cold. I feel that I should be fully reimbursed for my lost wages, my high bills my health lost of quality of life. Additionally they made appointments where the person that was supposed to repair the windows never showed up, windows were ordered incorrectly, and they had to come to my apartment six times over the course of the year. I feel I should not have to pay for this job which I paid almost $5000 for because Home Depot was neglectful and Jeopardized my health and well being and caused me to be sick several times! I hope that you can help me resolve this matter so I can move on with my life I know hopefully a more positive direction. This has been a complete nightmare to say the least. Since I have five tears in my body from my fall, this has physically been painful to close windows when I have nerve damage and carpal tunnel in my hands and tear to shoulder. Thanks *************************Business Response
Date: 12/19/2022
December 19, 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 her window installation purchased from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot after completing the installation had our senior management, ******** ****************** and our Legal Team, review ******************* request for $20,000 for her $4,649.70 window replacement purchase and sent a formal denial with a final counteroffer of $2,324.84 as a Settlement and Release as written on September 7th by our Legal Team.
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,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31047245PURGED CUSTOMER ORDER REPORT
************ Store: ****
**************
Current Order Status: Done
*************************
**************
421 ***************** 2L
******* ** 07030
****** COUNTY
Job Description Job Number:********
ORDER TOTAL $4,649.70
SALES TAX $0.00
TOTAL $4,649.70
BALANCE DUE $0.00
PAYMENT HISTORY SALES DATE PAYMENT AMOUNT TRANSACTION METHOD OF PAYMENT
7/8/21 $948.68 00090 ***** THE HOME DEPOT
9/10/21 $0.00 00090 ***** E-APPLIED DEPOSIT
9/10/21 $3,846.02 00090 ***** THE HOME DEPOT
12/13/21 (-$145.00)00090 ***** THE HOME DEPOT
As of 12/19 ORDER TOTAL $4,649.70
SETTLEMENT AND RELEASE SENT SEPTEMBER 7th
OFFERING $2,324.84
AS WRITTEN BY OUR LEGAL TEAM IN A FORMAL SETTLEMENT AND RELEASE
SETTLEMENT AND RELEASE AGREEMENT
This Settlement and Release Agreement (Agreement) is entered into between HOME DEPOT *********** (Home Depot) and ************************* (Customer) on the 7th day of September 2022.
WHEREAS disputes have arisen between Home Depot and Customer regarding Customers Replacement Window Installation purchase H****-150692 Job No. ******** (the Transaction).
NOW THEREFORE,for and in consideration of the mutual covenants, agreements, promises,releases and payments provided for herein, the receipt and sufficiency of which is hereby acknowledged by each party hereto, Home Depot and Customer agree to the following settlement:
1.Home Depot agrees to refund Customer the amount of Two Thousand Three Hundred Twenty-Four Dollars and Eighty-Five Cents ($2,324.84) to the original form of payment within fifteen (15) business days following Home Depots receipt of an executed copy of this Agreement.
2.Customer fully releases and discharges Home Depot, and its officers, parents,subsidiaries, affiliates, employees, agents, contractors, vendors, surety and bonding companies, from any and all claims, actions, damages, losses, and liability of every kind relating to the Transaction. This Agreement is not, and will not, be construed to be a release by Customer of any manufacturers and ****************** warranties for products and installation services purchased by Customer in the Transaction.
********** acknowledges and agrees that neither Citibank, N.A. d/b/a Home Depot Credit Services (Citibank) nor GreenSky Trade Credit, LLC d/b/a Home Depot Loan Services (GreenSky) is a party to this Agreement and that any obligations that Customer may owe to Citibank or GreenSky are not released or affected by this Agreement.
4.Customer has not and will not submit any chargeback request to the issuer of any credit card or loan account used in connection with the Transaction. In the event such chargeback request has occurred or Customer requests such chargeback after the execution of this Agreement, Customer will be required to return to Home Depot any refunds set forth in this Agreement.
5.Customer expressly agrees: (i) that the contents of this Agreement are confidential;(ii) not to share or offer information regarding this Agreement to any person or entity with the exception of Customers immediate family, attorneys, or accountants; and (iii) to refrain from publishing, to the public or privately,through the Internet or any other means of communication, information regarding this Agreement or the underlying dispute. In the event that Customer is asked about this Agreement or the underlying dispute, Customer will respond only that the matter has been resolved and will provide no further information. Notwithstanding the foregoing, nothing in this Agreement will prevent Customer from responding truthfully to an inquiry from any government entity.
6.This Agreement constitutes the entire agreement between the parties and supersedes all prior negotiations and discussions, oral or written, which are merged in this document.
7.The parties acknowledge that they have read and fully understand this Agreement, that they have had the opportunity to consult with counsel if they wish, and that each has executed this binding agreement freely and without compulsion.
8.This Agreement is to be construed and enforced under the laws of the *******************.
9.This Agreement cannot be assigned, amended, modified, or terminated without the express written consent of all parties.
IN WITNESS WHEREOF, the parties have executed this Agreement as of the date set forth above.
CUSTOMER HOME DEPOT ******, INC.
By
[*************************] ** Case 28361587 [******* Head]Initial Complaint
Date:12/19/2022
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 bought an electric range from home depot on Dec. 7th and it was delivered on Dec.10th .The range arrived with big dents and cosmetic damage. they gave me an allowance to keep it. I connected it to the power supply on Dec. 18th and tried it for the first time. All lights are working, and buttons are working but nothing is heating. The stovetop and oven are not working. I called home depot to return it, they said that they won't take it back after ***** hrs (although no one had told me that). They are not even able to help me with scheduling a service. This is totally unfair to receive a defective appliance that is bought as new!! I'm delaying renting m property because of this. The money I'm losing in this delay is more than the price of the range. The first available initial service is January 3rd, which is more than 2 weeks from now and this will be followed up with another 2-3 weeks for ordering the defective parts and fixing them. I can NOT wait all this time. I bought a new range to avoid any delays. It is only fair to either refund the money and take their defective appliance or replace it immediatelyBusiness Response
Date: 12/20/2022
December 20th, 2022
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *********************** BBB Complaint#: ********
Dear *****************************,
We acknowledge the receipt of the BBB Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction 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 Escalation team offered a refund for the purchase of the range in a form of a gift card.
With this being 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 - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********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:12/19/2022
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.
Hello,My wife and I purchased a ***************** Upright freezer last March 31st, 2022 for $735.95CAD ($699+taxes/fees)Model#MUF65W Home depot SKU#********** The product states that it is guaranteed to function for two years. I purchased the product under one year ago and it broke down. I contacted ************************************ and they said that Home Depot is the one liable to issue a new replacement. I contact Home depot and they say that it is ****************************' responsibility to issue a replacement. Neither party is willing to issue a new replacement even though the product is guaranteed to work for two years.I have been in contact with both parties multiple times and neither of them want to accept responsibility.I will attach a pdf with some of their emails sent. Thank you,********************* ********************* ************ P.S.I am not sure who is the one responsible for issuing a replacement. Here is ****************************' contact information:************************************************************** ********************************************* ************ x 714 *************************************************** Here is Home Depot's comtact information:The Home Depot ****** Inc.400 - ******************************************************************* ************** (Home depot hasn't responded to any of my emails and when calling them, I would be on hold for a long time)*************************************************************Business Response
Date: 01/03/2023
January 3, 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 their purchase with our company.The Home Depot has reviewed this case and offers the following resolution.
The Home Depot partnered with our ******** Escalation Team, who advised a new appliance was ordered and once it is delivered, steps will be taken to ensure the old unit is picked up.
With that being said, The Home Depot does not consider this matter closed. Our partners will continue to follow-up to ensure a positive resolution. 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 - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31059307
Customer Answer
Date: 01/06/2023
Hone Depot contacted me on December 23rd stating that they would be sending me a replacement model.
I have not received the new model yet and am currently waiting for information from Home depot on when it will be delivered.
I understand that this was during christmas so i am hopeful that i will be receiving it next week.
Thank you,
*********************
Business Response
Date: 01/09/2023
January 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 their purchase with our company.The Home Depot has reviewed this case and offers the following resolution.
As previously stated, The Home Depot partnered with our Canadian Escalation Team, who advised a new appliance was ordered and once it is delivered, steps will be taken to ensure the old unit is picked up. Once a delivery date is given, the customer will be contacted accordingly.
With that being said, The Home Depot does not consider this matter closed. Our partners will continue to follow-up to ensure a positive resolution. 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 - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31059307
Customer Answer
Date: 01/14/2023
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:12/19/2022
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 bought countertops from Home Depot 10 months ago. When they came out to measure the countertops, they measured them wrong , and I am not able to use my fridge raider due to it will not fit in its spot or the stove. And the counter top was broken.Business Response
Date: 01/18/2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 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 customers complaint has been forwarded to the store for support. The material needed to complete the installation has been ordered this week. The customer has been made aware of the status via email.
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:12/18/2022
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.
In December 2021, I purchased 7 windows from Home Depot in *******, **. During the installation, the installers came out twice. The first time they came out, they installed two windows in my garage, one in the upstairs bedroom, and one was installed in a bedroom at the front of the home. While the installer was installing the window at the front of my home, he came into my home with dirty shoes, and I made a complaint to the main office. The second time the installers came to my home, they installed three windows. One window was installed in the back bedroom, and two windows were installed in the master bedroom. The last three windows that were installed are leaking air. I made a complaint to the Home Depot in ******* ** during the early part of November 2022, and they sent a representative name ***** to my home, but he has done nothing. ***** claimed that he is going to make a report after he came to my home and viewed the airy windows. But I have not received a copy of the report and when I contact him, he never returns my calls. I have spent five thousand dollars for windows with Home Depot and I expect better service. I want the three airy windows to be removed and three brand-new windows to be installed ASAP. It is getting colder and I should not have to place plastic over three brand-new windows. I would like someone to contact me asap to resolve this issue.Business Response
Date: 12/26/2022
December 26, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***************************** / BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Escalation Team called and spoke with ********************************* on December 26th regarding order #H0704-167563.At this time, there is an inspection scheduled for January 2nd.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
This matter is still in progress and monitored until we reach a final resolution.
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: ***********************
Case: 31042410
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