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:12/18/2022
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.
Home Depot has given me the hardest time! I ordered hurricane windows through ygrene financing and had a great experience so I decided to order hurricane doors! After two years of just trying to get my order placed, yes I said two years, I received bent, chipped, screeching doors, and broken and uneven framing. We had our order canceled twice for unknown reasons and were never notified. On top of that the people who installed them put in uneven, chipping wood frames around the doors. I contacted Home Depot the same day of installation and said I was not happy and wanted new doors and the frames redone. They sent people to my home about 8 times to look at them because one time wasnt enough. Eight days spent home waiting for people to give me no solution! There were tons of miscommunications and pictures somehow never got to the people they needed to get to, I have been hung up on, and told I am stuck with the doors. So every time I called, they seemed to not know what I was talking about. They reordered the doors finally, and sent them to my house with the same people that installed the other ones, the same people that did the most awful job, installed broken and uneven frames, and left screws all over my front porch which my 7 month old found and almost put in her mouth. They get to my house and they only have two doors not three like they should have and they both have the wrong glass. Apparently there was another misunderstanding about me saying that they had ordered the wrong glass. I never once said they ordered the wrong glass. I said my doors were broken every single time i had a conversation. I dont understand how that couldve gotten misconstrued. They then send out more people one of them being PGT rep who says my doors are fine even though theyre bent on the ends and the frame is screwed so far up into the top of my ceiling that it is warped. One of my doors screams like a banshee when you open and close it but apparently thats all right. They have since refused us new doors and have told us they will fix them with only a 10% refund. My only problem is how do you fix a bent door you have to bend it back I dont want a bent door. I dont want a door that has to be repainted and I dont want a door with a warped frame that their simply gonna unscrew and thats not solving the problem. Im sorry but when you unscrew something from a wall its not stable. These are supposed to be hurricane doors, and I do not feel safe with these doors during a hurricane. I am disgusted that this project is now going on three years and that Home Depot would do such an awful job. See the awful pictures from the job and say it looks fine and not do anything about it. I just dont understand how you can fix a door that is supposed to be Brand New. If I purchase a brand new product, I expect it to be brand new and installed properly. If not the company should take responsibility for it but instead theyre making me feel like a fool and now Im stuck with these doors. Thats completely unfair and I will not be ordering anything else from Home Depot ever again I will pay the extra hundred dollars at Lowes that things cost because obviously Home Depot does not know how to do business properly. Mind you I have purchased all my windows and all my doors and my new washer dryer from you so you will be losing a valuable customer. Someone please help just get me what I purchased, brand new doors not broken chipped creaking doors.
Business Response
Date: 01/11/2023
January 11, 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 has contacted the customer and apologized for their recent ********************************* partnered with our Home Depot Exterior Team; our team went to the customers home on 1/6/2023 to make the necessary corrections and to do a final inspection of the doors. Currently, we are awaiting the final inspection results.We will continue to follow up with the customer to address the customers concerns.
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 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:12/18/2022
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 the 16 quart used oil container (42003MI) made by flotool.com from Home Depot back in February 2022. Last week I was using my container and I a leak coming from the main red cap. The manufacturer advertised that this container is leak proof which is not true. I checked Home Depot website reviews for this product and many others complained about the cracked red cap. I attached a picture of the cracked cap. On 12/17/2022 I visited Home Depot store in ********* where I bought the container from and tried to return the container but they said I need to have a receipt if it is more than 90 days. I tried to email the manufacturer and they never reply to my inquiry. I ask Home Depot to either replace this container and return the defective item to the manufacturer. Or they can communicate with the manufacturer to handle the situation.Business Response
Date: 01/16/2023
January 15, 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.
Due to the experience with the manufacturer and the store, the customer has been provided with a Home ********************** e-gift card in the amount of $15 to assist with a replacement purchase. The customer has accepted the offer.
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: 01/16/2023
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:12/17/2022
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.
Im going to try a summation. Back in July, I purchased a new refrigerator for my tenant from The Home Depot. The initial delivery time got screwed up and my tenant was without a workable unit for longer than anticipated. I called Home Depot Customer Support and was told at the time that I would be receiving a $250 credit on the purchase for the inconvenience. I agreed to this. Assuming it would take time for the transaction to appear on a statement, I waited a few months before calling back. They claimed to have no record of the previous settlement but agreed to meet me part of the way at $150 credit. Thus far, no credit has been added to my account. I dont want to go to the hassle of dealing with them again and unfortunately since its the credit department, I can only contact them via phone meaning no paper records for me. This is why Im turning to the BBB.Business Response
Date: 12/21/2022
December 21, 2022
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 Online Executive Escalations has reviewed this case and we have contacted the customer and apologized for their recent experience. We have offered the customer a reimbursement check for their inconvenience. The customer agreed to the reimbursement and is satisfied with the 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 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:12/17/2022
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.
August 29,2022 - I placed an order at Home Depot ***** Store#**** for **************** ****** Range and ************* (all black stainless steel). Delivery scheduled October 25, 2022. I changed delivery for October 28, 2022 as contractor was not ready for installation of the ** appliances. October 27th, I received text that delivery is rescheduled to November 30th from both Home Depot and **. I was told by ** that the refrigerator was on back order and would not release the range and hood unless I cancel the refrigerator order. I worked with Home Depot to cancel and reorder the refrigerator so that I could receive the hood and range. November 29th, received text that refrigerator was on back order to December 12th. We had to reschedule the delivery for the 16th because they said that it would not fit through the porch door. I received confirmation of the redelivery. What I did not receive is confirmation of window time for delivery. I checked Home Depot's order tracking system only to discovered that the delivery was CANCEL. I called Home Depot and they could NOT tell me how or why the order was canceled. Furthermore, they told me that I was refunded for the purchased to my HD Credit Card Acct. Why was I NOT notified of the cancelation or refund? Who had the authority to cancel and refund withOUT discussing with me? The last I knew before I called to check was that the ** refrigerator was scheduled to be delivered on Friday, December 16, 2022 including a confirmation email and text regarding this delivery. To date, I have NOT heard from Home Depot as to why this happened. Furthermore, ** is once again on back order on this refrigerator. Where is the one (still in the box, not opened) that was supposed to be delivered on December 12th and had to be rescheduled for December 16th??????? This has been very frustrating. I have been without a refrigerator since October 2022. And because of the back order, I will be without a refrigerator for many more months.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 appliance order.?
The Home Depot has carefully reviewed and investigated this matter, and our online team has looked at the order and was able to see that the delivery team called in to our online team to advised them that the refrigerator did not fit through the door. The order was cancelled prior to the customer contacting our online team to reschedule.
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: 31037701Initial Complaint
Date:12/17/2022
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 new ** washing machine for $698 from home depot order #H0204-259456 which was installed on July 5th 2022 by the Home Depot installer and the y valve connecting the washer to the water outlet was defective according to the plumber who discovered the leak on 12-13-22 behind the washer. It leaked for six months and damaged by walls of my house. I have a video of the leak and pictures and the plumbers bill for $1268 to detect the lead as the hot water heater had to be disconnected to trace it back through the wall to the washer. I uploaded the video to ** customer ********************** after 3 phone calls and 4 hours on the phone. ** sent be back to Home Depot and I met with the customer ********************** manager (******) and she viewed the video and called her contact supervisor who said the insurance company used by HOme Depot would call me in 48 hours and no phone contact has arrived. I simply want Home Depot to reimburse me for the $1248.Business Response
Date: 12/20/2022
12/20/2022?
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 appliance.?
The Home Depot has carefully reviewed and investigated this matter, and customer has responded to our email stating The claim has been settled I don't need your services".
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: 31034762Initial Complaint
Date:12/17/2022
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 made a reservation for the dates 12/10-12/14 to use the truck for a move. I collected the truck on 12/10 @10:34am and due to some issues with my loaders coming significantly late, I didnt start my journey until 12/11 around 1:30am. Upon driving the truck, there were moments it would just start shaking. I assumed it was because the vehicle was old. Once I got to *******, on the highway the vehicle started shaking more which prompted me to stick to the right lane and ensure I was going below the speed limit. The tire then blew out. It took over 4 hours and back and forth communication before I got any help. The truck then had to go to a mechanic who have stated that I should have NEVER been rented the vehicle as it was very unsafe to drive. Turns out all 6 tires were in very bad shape and is the result 1 of them blew out. I was waiting for help form about 10am, still havent reached my destination and it took me coming up with the idea to just get towed to my house so that I can unload the vehicle which I didnt get to the house until after 7pm. Home Depot and their roadside assistance did not do their part in ensuring the maintenance of the vehicle was up to par and if I didnt use my brain, I wouldve been in the fast lane on the highway and going 70mph which wouldve definitely caused harm to myself and other motorist. This is complete negligence, not only renting an unsafe vehicle but how the situation was handled afterwards and my credit card was charged without authorization an extra $154.41 on top of the initial deposit of $150. I really do not believe I should have to pay for this because I shouldve never had to be the one to take the truck to get serviced and they also have a break pad that needs replacing and the wipers. Im speaking to 2 managers their response was but you made it to your destination right this is unacceptable. I didnt make it to my destination with the *********** had to pay for taxi to get to where I needed to be.Business Response
Date: 12/22/2022
December 22, 2022
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 reviewed this case and we have contacted the customer and apologized for their recent experience. We have refunded the customers entire rental contract and also provided the customer with an E-Gift Card for their inconvenience.
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 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:************
SF Case# ********Customer Answer
Date: 12/22/2022
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.
********************************************************Initial Complaint
Date:12/17/2022
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 started a window project with Home Depot ********** **, on April 16, 2021. After placing the order it took almost a year for them to start the project but I was forgiven because of the Covid situation. They made lots of mistakes from the grid pattern in the windows, not ordering the correct number of windows. Many trips over these many months. Currently I have a window in my house that I cannot open because once you open it the window slammed shut automatically. There are several other programs where the grid pattern does not matched. I have sent so many emails, placed calls, spoken to *****, ****************, and many more people to no avail. They make promises and mostly brush me off. They owed me credits that have not shown up on my account. I am afraid someone is going to get seriously hurt if I am not around and that window is open. I have a young kid. I continue to make my monthly payment although they have set my project on their back burner. I plan on opening a case with the Attorney General of ******** also. If you help me end this nightmare I will truly appreciate it. ThanksBusiness Response
Date: 01/10/2023
01/10/2023
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 window installation.?
The Home Depot has carefully reviewed and investigated this matter and team has gone out to do an inspection on the customers windows. The material has been ordered to correct the issues and will be replaced once they arrive. We will be in constant communication with the customer until the issue is resolved.
The Home Depot considers this case BBB claim closed, but the customers The Home Depot case will remain opened until the customers project is completed to her satisfaction.
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: 31031775Customer Answer
Date: 01/11/2023
I will not consider this closed until the project is closed to my satisfaction. I will update you guys once the project is complete because I believe this will keep The Home Depot honest. ThanksBusiness Response
Date: 02/09/2023
01/10/2023
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 window installation.?
The Home Depot has carefully reviewed and investigated this matter and team has gone out to do an inspection on the customers windows. The material has been ordered to correct the issues and will be replaced once they arrive. We will be in constant communication with the customer until the issue is resolved.
The Home Depot considers this case BBB claim closed, but the customers The Home Depot case will remain opened until the customers project is completed to her satisfaction.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.?Please do not hesitate to contact me if you have any questions.???
Sincerely,??
******* Clay ??
Executive Escalations???
Phone:***********************??
Fax:************??
Reference Number: 31031775Customer Answer
Date: 02/09/2023
Home Depot has not finished my project as of today. The same issue stay stand. Someone can to my home and inspected what needed to be done. I spoke with several people that stated the order of the missing project was escalated but as of today they have not schedule or completed the project. With repeated delay, I believe home depot owes me a major credit. I don't know what it will take to have my project completed.Business Response
Date: 02/16/2023
February 16,2023
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 her window installation.
I spoke to ************************ and she advised me that the project was completed to her satisfaction. She requested compensation for the time it took and the inconvenience. I agreed to the amount requested with a signed accommodation letter.
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: **********************
SF#********Initial Complaint
Date:12/17/2022
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 the 6-item Husky Extra Wide Heavy Duty Welded Garage Cabinet back on July 11th for the total amount of $3,016.31. The signs of trouble started when we discovered many different providers were shipping this. Secondly, HomeDepot shares an expected delivery date of the 18th for 4 items. Nothing on the 18th, then 1 of 4 items arrives, maybe two days later, Then 3 of the 4 a few days later. Now, it's August 30th, and realizing I never received that last item, and HomeDepot tells me Since TForce shows as delivered to the address on file, we are unable to refund this item or reship it. You can call TForce at **************** to start an investigation to see if it was somehow delivered to the incorrect address or left on the truck. This can take 8 business days to complete. If it was left on the truck, they will deliver it to your home. If they can confirm it was delivered to the wrong location, we can refund it. If they say they did deliver it to the right location after the investigation is over, we would advise that you dispute the charges with your bank. A new order would then need to be placed to ship a new item.Please just ship my item and stop putting this risk on your third parties and take ownershipBusiness Response
Date: 12/20/2022
12/20/2022?
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 issued a full refund to the customer.
********************** 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: 31031773Initial Complaint
Date:12/16/2022
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.
********** electric Range We purchased a major appliance 4 years ago ********** Range. We also purchased a 5-year extended warranty. Total costs $1,079.96 The week before Thanksgiving while cooking on the front burner it began to make pop and crackling sounds and I could see flames beneath the glass. I pulled the pot off the burner and opened the oven thinking the flames were coming from the oven. They were not. It was between oven and glass top it continued for several minutes both flame and popping. My husband had enough common sense to turn off the power. I decided to take a photo of the flames inside glass because I couldnt believe it myself let alone would they believe it. So, then it began, we called the number on the sales slip for the warranty department. They opened a claim asked for details and assured a call back. After several days of no one calling and a day before hosting Thanksgiving dinner for 16. I called again and the rep decided to share she had contacted 6 different repair folks and could not reach anyone to call back. I assured her that I was holding a 5-year repair warranty which meant they needed to get someone here to figure out what happened and next steps. I told them I didnt care who they needed to call. (I couldnt make this story up if I wanted to.) Big mistake on my part. Someone showed up at 3:40 unannounced the day before Thanksgiving. First, he checked the burners and said it must have been a glare from the sun and because the burners worked it was fine. At that point I said it was not a glare but actual flames and showed him the picture I took. He said I was mistaken, and it was fine. I told him I was not comfortable using it and if its fine should anything happen again, I will hold them liable because he is telling me it was a glare and not fire. He then told me if I wasnt comfortable next time I use it stand close by with my phone and take a video... I replied, I should not have to or have the time to stand by my stove to catch a video of its fire. I said it needed to be cleaned and what happens when I do? His response shocked me. He said the stove should not be cleaned more than once or twice a year. He then proceeded to say, if there is a problem all I have to do is pull my hose in through the kitchen window and put the fire out. I was floored at this point. Again, I told him I was not comfortable with using it and again he said it was fine he tried the burners again and stated if they didnt work, he could replace the individual burner at my cost. In turn I said no I will not that I had a warranty. I told him I expected a call from his management with some other kind of resolution. He told me to go in person I would have a better chance. Needless to say after weeks of not having use of the range I decided to clean it and try using it again. After many days & half cycle of a short clean it began popping and smoking and making funny noises. As well as locking it up and turning it off. It died. Thankfully without catching fire again by the ***** of GOD. This is a safety feature that was built in by manufacturer. The second nightmare began, numerous calls and stories to *************** Home Depot, and Electrolux **********. We finally received a second tech from the same repair place which was extremely knowledgeable and explained everything that transpired with the Range. Yes, the flames were real, and it was locked up it turned off due to safety features that were built in. Needless to say, he said it was a main wire that caught fire under the glass and we both took pictures when he opened the lid. Aside from great relief I wasnt seeing things, I thanked GOD again because of his next words. He said I was lucky when I opened the oven door flames could have shot out. A fire hazard. Once again after a day or so I called the warranty and they tried to tell the first claim had closed that I needed to go through the process again of opening a new claim. Each time I called I got a different story and different excuse. It needed to go to a tech or assigned to another area to a service advisor or then a supervisor then a manager. I was also told a third tech needed to state the diagnosis of unrepairable even though the second tech that came to house had already done so. They tried to say the 2nd tech did not upload photos and comments. I told them I was assured by customer ********************** tech photos were there. It has been 1 month and after many excuses and blank promises I do not have resolution. I do know Home Depot, ********** Electrolux and Asurion do not back each other up regarding complaints of Customers. They do throw each other under the bus. I also know they do not believe in Brut Force and their processes are broken all around and not just in one area. Customer ********************** is a joke. They either hang up on you or need to take your info and start from the beginning of the process with every call no matter how many times you call them. They open and close claims so to take longer in the process of doing something about it. Lastly, no matter how much you ask for a manager who can help with resolving your problem they disconnect you. One month later and extremely frustrated we are seriously thinking about writing comments on all social media and who knows possibly media next. By the way I have additional photos. I will be happy to send you copies. As of Tuesday December 13, a member of management in escalation department had promised to follow up call by noon Wednesday once again and did not until Thursday evening. Claim is once again closed, and I had to open a third claim to start the **************** again. Asurion closed last claim once again stating they would order replacement parts and WHEN and if they come in a tech will then check to see if the Range is workable.A.How many days, weeks months is tolerable?B.B at what costs more each time a tech comes they claim it $400 labor C.Parts D.Inconvenience to myself and family of not having a range and wasted time following up Home Depot Protection Plan Warranty with ***************** has failed again and I still need resolution. Thank you.The ****** claim #********** third claim numberBusiness Response
Date: 12/21/2022
12/21/2022?
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 verified that the customer will receive a gift card to cover the cost of the 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: 31031741Customer Answer
Date: 01/13/2023
Happy New Year. We just wanted to take a moment of your time to thank you for your efforts with helping us get resolution with this problem. We appreciate all your efforts given the time of year. We are happy with the resolution and just happy to put this behind us.
Initial Complaint
Date:12/16/2022
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 November 2022 I purchased almost 6k in appliances from home depot. The reason I chose Home Depot was because they were able to deliver all my appliances on 12/17. A week before my scheduled delivery date I received an email with a new delivery date for 01/31/23. I called the support line, they told me that the reason of that is because one of the 3 items was out of stock. I asked the representative if they can at least deliver the fridge which was the most important item and cancel the washer dryer since they will not be available for an extra 2 months. The representative cancel the washer dryer and stated that the fridge will be delivered on the 17 and someone was going to call me the next day to set up a time for delivery. Nobody call so I call back, the representative at this time said that nothing has been scheduled. She said that everything is set up for the 17 and someone will call me on the 16 to set up a time. Nobody call me on the 16 so I call today. Again, the representative told me that nothing have been scheduled and unfortunately it can't get deliver on the 17th which was the original date. This is the worst customer ********************** I have received with multiple people lying to me and ruining plans that I had for the weekend since I had a party scheduled and that is the reason I bought the appliances far in advance. I will never buy anything from home depot anymore. Terrible customer ************************* order # is WB30923051.Business Response
Date: 12/29/2022
12/29/2022?
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 appliance order.?
The Home Depot has carefully reviewed and investigated this matter and has verified that the customer has received their refrigerator on 12/19/2022.
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: 31031770Customer Answer
Date: 12/30/2022
Complaint: 18602127
I am rejecting this response because: Yes, the fridge was delivered but days later than it's original day. The inconvenience provoked by this issue, meaning me being calling multiple times, home depot agents lying to me and the fact that I had to cancel my party because of this was never resolved.
Sincerely,
*******************Business Response
Date: 01/05/2023
January 5, 2023
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 appliance delivery.
Our online team has offered the customer compensation via a ********************** gift card for the inconvenience.
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: **********************
SF#********
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