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.
- 3,460 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:12/16/2022
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.
Hello everyone on December 1st 2022 I ordered a moving truck from home Depot store ****. 2 to 3 hours before I was supposed to pick up my truck home Depot canceled. Home Depot has a habit of canceling trucks as soon as you order them. This is the reason I ordered my truck in advance well over a weekend advance. They canceled the truck on 12/9. I want you to know that on November 14th I had a kidney cancer surgery so I cannot lift anything this is why my family as well as two moving men was there to help me. Home Depot appears to be doing some shady if you come in I will give you a truck. I need home Depot to care about it's customers time is money. How do you cancel a truck 3 hours before and I have rented a truck from this location and there's a fleet of them. The Brooklyn ******** location store **** MUST do better
Business Response
Date: 12/19/2022
December 19, 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. Leadership has provided the customer with their contact information to contact them directly when they are ready to order truck. We offered the customer no charge for the next rental. We also provided the customer with an E-Gift Card as a customer ********************** gesture. The customer was 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:************
SF Case# ********Customer Answer
Date: 12/19/2022
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:12/16/2022
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.
I purchased several appliances from Home Depot which were planned to be delivered on December 13th. They entered the information wrong and rescheduled my delivery for December 15th. They had issues with their truck and rescheduled me for December 17th. Then they texted me and said they pushed my delivery for Demeter 19th. I went into the store to ask what was going on. They said the date could change again to another unknown date and would let me know Sunday. They are not giving me any reason or assurance that I will ever get the appliances I have already bought. I have been living with out appliances for days. Have lost hundreds of dollars in spoiled food because of their delays, several hundred from having to take days off work, and hundreds more from having to eat takeout every meal for my whole family.Business Response
Date: 12/20/2022
December 20, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
RE: *****************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The delivery team delivered the appliances on 12/19/2022 in good condition.
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:12/16/2022
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.
I ordered a door which was delivered today I received the incorrect item(does not have the slot/hole for a doorknob) and reached back out to the store to see about exchanging the doors and to see what options I had. There was a young man you answered the line and asked how he could help as I was speaking he transferred my call mid sentence and once that line rung for a couple minutes someone answered and then hung up. They are unprofessional. I called back again and again and again the line either hangs up or they will not answer. I just want assistance with how to get a large door back to them and get the correct one. I spent my hard earned funds with this company so at the least I expect DECENT customer **********************. To compensate for the stress and time I have been bounced around by this company I feel that I should receive a full refund including delivery for this incorrect item. I will take it to the store to get the correct one if I have to but I would like a full refund. There is no reason that your associates should be rude to customers. I work in customer ********************** myself so I know I am not over exaggerating when I say this company is a terrible one.Business Response
Date: 12/20/2022
December 20, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: ***********************/ BBB Complaint#: 18599984
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 Home Online Resolution team has assisted with providing a refund for incorrect order and placed correct order for the merchandise.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********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.
I placed an order on 11/11/2022 (Home Depot Order # WP51359266) for a washer, dryer, and two pedestals. I have been trying to have the appliances installed in my home since the first delivery date of 11/30/2022. The first team stated that they were no trained/qualified for the installation. The second delivery team on 12/2/2022 stated the correct parts were not available to complete the installation, and today, 12/16/2022, the third delivery team also stated the correct parts are not available for installation maybe, different incorrect parts, but Im not an appliance installation expert.During each visit, the delivery teams have continued to inflict damage to the appliances and my homes tile floor and laundry room cabinets while moving the appliances into and out of position. In addition, I have now missed three days of in office work to accommodate the installation schedule.I have place multiple (double digits!) phone calls to Home Depot, and each time have been passed around from the toll-free number ************** to the local North Haven Home Depot Team to the Distribution Center (Installation?) Team. Not a single person has assisted me in any meaningful way. I have been angry, I have cried, and I have begged for someone/anyone to get the appliances installed or removed from my home and have had no luck in accomplishing either path. One of the Reps went so far as to say the appliances are not returnable, and Home Depot has lawyers in case they are needed. As a customer, this has been an unbelievable (in a bad way) experience. My request is very simple, and I have made it to Home Depot Reps in almost every phone call for Home Depot to make one final trip to my home and to take away the appliances and pedestals and without further damage to my home.Business Response
Date: 12/27/2022
December 27, 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 contacted the customer and has apologized to the customer for the inconvenience. We have submitted a claim for the customer and a claim adjuster will contact the customer. We have advised the customer to reach back out to us once the claim has been settled before any discussion on compensation.
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# ********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.
We engaged in contract and paid for the service with Home Depot in June of 2022 for cabinet resurfacing and new countertops. The contract states that Home Depot will complete the job by September 30th 2022 at the LATEST. Due to human error on the part of multiple home depot employees the service we paid for is still INCOMPLETE. We are seeking a refund for the payment since home depot has breached the contract.Business Response
Date: 01/04/2023
January 4, 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 cabinet resurfacing.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding her cabinets and backsplash. The Home Depot has investigated this matter and has processed a reorder for our customer with an ETA of 01/10/2023. ********************** considers this matter in progress until product has been audited and installed completely.
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# ********Customer Answer
Date: 05/01/2023
I engaged in a service with Home Depot in June of 2022. After multiple errors on the part of HD we finally came to a solution in February of 2023. The signed document stated resolution would be completed within 21 days. After the 21 days passed I spent multiple days attempting to contact my customer care representative via email and phone calls. After several days I finally received a response saying despite the document resolution would actually occur in 8 weeks. The last response I received was March 28th. I have since attempted to get in touch with the representative and other team members multiple times. Phone calls and emails are not returned. The call center will not transfer me to anyone that can help and always state they will leave a note. The 8 weeks has now passed. This no doubt will be transferred to ******* ************************* as an ongoing open case. My complaint is not just about Home Depot but about ******* ************************* and I would like to be contacted by a different representative who can finally bring this nearly year long issue to a complete resolution.Business Response
Date: 05/08/2023
May 8, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
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 cabinet resurfacing.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding her reissued payment via email. The Home Depot considers this matter in progress until payment has been received.
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:12/16/2022
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.
I went to homedepot.ca to order a power snow shovel online. I placed the order on November 20th, my order confirmation said we would receive item in between November *****. December 1 I still had not received my item but was charged for it, they explained that they hold the amount for a few days then release it and do not actually charge my account until the item is shipped. I agreed to wait a few more days for the amount to be reversed. I called back on December 5 because there still was an amount of $186.48 that was taken out of my account and not reimbursed for, they said there could be a glitch in their system and I should cancel my order. The person cancelled my order and i received an email confirmation stating it was cancelled. I was told I would be refunded by the end of the week. On December 9th i still had not heard anything so I called back the person I was speaking to hung up on me, I called back again asked to speak to a supervisor or manager I was told I would have to wait for 3 or 4 days to talk to someone. I checked my bank account on december 14 to look at how many times I was charged and refunded and discovered I was charged for this item again on December 13, more than a week after my order was cancelled. I called right away asked to speak to a supervisor was told i would have to wait on hold for a long time, i waited on hold for a half an hour the person i spoke to told me I have to go through email as they do not have any record of this. I have spoke with my bank already on this. Here are the dates and charges and reversals, I had used my **** debit card.November 21 - I was charged $186.48 November 25 - $186.48 reversed Novmber 28 - I was charged $186.48 December 1 - I was charged $186.48 December 1 - $186.48 reversed December 5 - I was charged $186.48 December 6 - $186.48 reversed December 8 - I was charged $186.48 December 8 - $186.48 reversed December 13 - I was charged $186.48 I sent an email to their support but no responseBusiness 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#:18599423
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot ****** Executive Escalations team reviewed the customers order and confirmed the figures were only pre-authorization holds on the customers debit card. Per policy, Home Depot does not charge the customer until items are shipped. Our team verified the purchase was canceled before it was shipped, and there were no purchase transactions on the customers debit card. The team explained all this to the customer. Afterward, the ****** Executive Escalations team sent the customer a goodwill offering for the confusion and inconvenience.
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,
******** Sherrod
Executive Escalations
Phone: ***********************
Case: 31052337
Initial 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.
I was on Home Depot Dec 14 2022 at 5:30pm aprox. And i saw that was advertised on a tile the preice was .16 cent sq ft and i need ***************************************************************************** advertising and they haved for 2:46 dlssq ft and I told to the manager at the time and the told me it was clear material and the can mash the prices at the time and i call to Home Depot online services and they told me they cant **** me because the have a bullet poin the cant be mash price. And also the told me at the time the only guy it is could be possible to happen the manager at the store and I talked to them again but they told me it was an error and the can be help me but the manager for spending one hour of my time they offer me 25% off on my materias of the dayBusiness 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 requested online price match.?
The Home Depot has carefully reviewed and investigated this matter, and our online team has educated the customer on our price match policy. Price match can not be used on sales items.The customer has been issued a THD gift card as a one-time courtesy.
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: 31026868Customer Answer
Date: 12/20/2022
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:12/16/2022
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.
I'd like to report a Home Depot repetitive deceptive business practice. December9, 2022, I purchased a hot water heater online andpaid for 2-day delivery (order WE11423480). The night before it was scheduled to arrive, I received an email stating that it was out for delivery, but the following day, the item never arrived. I placed several calls over the next several days to customer **********************, but not one representative could tell me where the item was. On the fourthcall, the rep said the warehouse would not be able to deliver the item for another 8 days. She said the warehouse only delivers to my area once a week. This brings into question why Home Depot offered two-day delivery. Toalleviatethe problem, she canceled the order, and purchasedthe item directly from a nearby store with next-day delivery from the store (as opposed to two-day delivery from a warehouse). She confirmed they had the item in stock (order CP54771194). The next day, once again, the item did not arrive. Instead, I received an email from Home Depot stating that the item would be delivered in yet another four days. As of now, I still do not have the item. Clearly, Home Depot is luring in the customer with promised -- and paid for -- delivery dates that it has no intention of fulfilling. Not only is this unethical and deceptive, but they have no concern for the consequences their deceitfulpractices have on the lives of others. For example, not only did I remain home for three entire days waiting for a delivery that never arrived, but I had to reschedule the installation four times, disrupting the installer's livelihood and his ability to earn income. Could you imagine if I had no hot water on top of that? The desired resolution would be delivery of the item and credit (not store credit) for the inconvenience.Business Response
Date: 01/04/2023
January 4, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE: *********************** / BBB Case # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their water heater ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has confirmed that the water heater was delivered, and the customer was compensated for the inconvenience.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot
Executive Escalations
Phone: *************************
Fax: ************
SF Case#: 31026580Customer Answer
Date: 01/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:12/15/2022
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 had a delivery scheduled for today, 12/15/22, and when the third party company contracted to do the delivery arrived, they realized that they did not have the fridge (1 of 4 items) that we ordered. It was apparently left in the warehouse. We paid for installation and this company was unable to do both installs (dishwasher and otr microwave) due to one being hard wired and the other needing drilled. We got rid of ALL appliances just prior to having these delivered, so despite icing as best we could, my breast milk (do you know how detrimental that is!?) and all other fridge items that didnt fit in the mini fridge are now wasted. Nothing was installed as it should have been. I had to call and wait 45 minutes on the phone to have the installation fees refunded and to RESCHEDULE MY TIME (would appreciate compensation for the time that I have to wait, because paid time off is earned and not free) to set up another delivery. Their team is unable to provide me with my fridge until Monday, December 19, and I now have to have friends install the other items as I cant wait for it. I have a small child, and their food and drinks require refrigeration. It should have been picked up from the warehouse and delivered TODAY, or at least tomorrow, as this was not my error. I would appreciate compensation for all of the refrigerated and frozen items that have now spoiled, as again, this was not my error. I would also like to add that when purchasing this set of appliances, I had to call customer ********************** due to the website charging me over $300 more after clicking submit. I was told that their site hadnt update the item cost, so what was charged is the actual amount, After being refused a refund twice, I requested a manager, and they were miraculously able to refund. Ultimately, the company fraudulently charged my card for items at a higher cost due to their website. Some people may not realize that they are being falsely charged, as it didnt show until AFTER I hit submit.Business Response
Date: 12/19/2022
December 19, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower,Suite 900
*******, ** 30303
RE: *******************/ BBB Complaint#: 18595729
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance delivery/installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team contacted our delivery partner on 12/16/2022. The delivery team advised the undelivered refrigerator is scheduled for delivery on 12/19/2022, and the delivery agents were correct in informing the customer they are unauthorized to install hard-wired appliances.
On 12/16/2022, the Online Executive Escalations team contacted the customer also to follow up on their complaint. The team explained, in detail, that the delivery agent could not install the dishwasher/microwave or drill holes in their home for hard-wired appliances. The customer expressed their desire to complete the installation on their own. However, the team advised any installation not completed by an authorized ******* delivery agent may void the manufacturer's warranty. Home Depot encouraged the customer to allow the delivery agent to schedule the required plumber to complete the installation service.
A second call to the delivery agent on 12/16/2022 resulted in their submitting a request for a plumber. Home Depot notified the customer via email that the plumbing company would contact them directly within three business days to schedule an appointment. As of 12/19/2022:
-the customer contacted Home ********************** to cancel the plumbing service request
-the Online Executive Escalation team contacted the delivery agent to ensure the customer has/receives all the necessary parts related to the appliance purchase
-the customer insisted on installing the appliances themselves despite the possibility of voiding their warranty
-the refrigerator was scheduled for delivery on 12/19/2022 between 10:30 am and 2:30 pm
Home Depot will refund the customer for any costs associated with the installation of appliances listed on their order. Once the refrigerator delivery is confirmed, Home Depot will discuss food loss reimbursement for the customer.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (Francia @ *************************).With that said, we are actively addressing 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: 31022472
Customer Answer
Date: 12/20/2022
I have reached out to Francia for follow-up (yesterday and about 30 minutes ago) and have not yet received a response. At no point throughout the check out process does it state that the manufacturer warranty would be void should the customer install. In fact, it states that the warranty is included in the purchase, and Home Depot gives the option at the time of purchase to or not to have the install take place. I have requested information as to where I ever agreed to the terms that are claiming. I have also NOT received the installation parts that I paid for for the dishwasher or the microwave. I included this information in my follow-up email as well. I also have NOT been reimbursed for the fraudulent amount charged despite being told that I would be the date of purchase (10/26/22). I have made payment based on the fraudulent amount charged. I am also waiting to hear back regarding the reimbursement of groceries as I was told I would hear something about it after the delivery yesterday and I did not. Lastly, I was told the delivery would take place between 5 and 9pm; however, it was scheduled between ****am and 230pm - what if I had not been home? I would be waiting even longer for a fridge that should have been delivered last week. I am not satisfied with the outcome at this point, and I Ill await the response of THD until the end of the day to accept or disagree with their response. I will not be speaking over the phone, as I wish to have all communication in writing moving forward.
Business Response
Date: 01/10/2023
January 10, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower,Suite 900
*******, ** 30303
RE: *******************/ BBB Complaint#: 18595729
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance delivery/installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team contacted our delivery partner on 12/16/2022. The delivery team advised the undelivered refrigerator is scheduled for delivery on 12/19/2022, and the delivery agents were correct in informing the customer they are unauthorized to install hard-wired appliances.
On 12/16/2022, the Online Executive Escalations team contacted the customer also to follow up on their complaint. The team explained, in detail, that the delivery agent could not install the dishwasher/microwave or drill holes in their home for hard-wired appliances. The customer expressed their desire to complete the installation on their own. However, the team advised any installation not completed by an authorized ******* delivery agent may void the manufacturer's warranty. Home Depot encouraged the customer to allow the delivery agent to schedule the required plumber to complete the installation service.
A second call to the delivery agent on 12/16/2022 resulted in their submitting a request for a plumber. Home Depot notified the customer via email that the plumbing company would contact them directly within three business days to schedule an appointment. As of 12/19/2022:
-the customer contacted Home ********************** to cancel the plumbing service request
-the Online Executive Escalation team contacted the delivery agent to ensure the customer has/receives all the necessary parts related to the appliance purchase
-the customer insisted on installing the appliances themselves despite the possibility of voiding their warranty
-the refrigerator was scheduled for delivery on 12/19/2022 between 10:30 am and 2:30 pm
Home Depot will refund the customer for any costs associated with the installation of appliances listed on their order. Once the refrigerator delivery is confirmed,Home Depot will discuss food loss reimbursement for the customer.
UPDATE: As previously stated, Home Depots Online Executive Escalations team has been working with the customer to address/resolve all concerns. The team received an email from the customer stating the hardware necessary for the dishwasher/over-the-range microwave was not received. On 12/20/2022, the team conducted an order review with the assigned delivery agent, Forward Final Mile, to verify refrigerator delivery and review parts received from the vendor, *******, for the additional appliances ordered. The delivery agent confirmed the refrigerator was delivered without incident and agreed to deliver parts reported as not received on 12/28/2022. Via email, Home Depot advised the following:
-Plumbing service request through JEG Plumbing canceled per customer request-Regarding the dishwasher
---Dishwasher installation fee will be refunded via check. Check confirmation number will be provided when available
---Dishwasher 110v cord and Dishwasher Parts Kit & Adapter Home Depot partnered with the delivery agent. The customer was advised to look inside the unit, as manufacturers tend to place parts inside the unit during shipping. If not located, the delivery agent is scheduled to deliver parts reported as not received on 12/28/2022 (earliest date available). Home Depot offered the option of receiving parts/being credited or refunded for parts. The customer advised cost of parts will be included in a refund check should they request a refund for parts.
-Regarding the over-the-range microwave
---Microwave installation fee will be refunded via check. Check confirmation number will be provided when available
---The only charge noted for the microwave was the cost of the unit and installation, which will be refunded
As a courtesy, Home Depot will honor reimbursement for food loss to be refunded via check. A check confirmation number will be provided when available. Additionally,Home Depot provided the ******* warranty link: ******************************************************************************************, and advised the customer to review it/partner with ******* directly for additional details.
Upon reviewing the customers additional comments on the complaint, the Online Executive Escalations team offers the following response.
Regarding the dishwasher parts - The team received an email on 12/21/2022 from the customer regarding their decision on the preferred course of action for the parts not received. The customer was fully aware of the delivery agents willingness to deliver the parts on 12/28/2022 but opted to receive a refund for the appliance parts (dishwasher 110v cord, parts kit & adapter). On 12/21/2022, Home Depot completed the refund for the dishwasher parts and informed the customer the refund would appear on the original payment method as a credit on their statement within 3-5 business days, depending on their bank.
Regarding warranty and installation Home Depot offers installation at the time of purchase; however, it is the customers choice whether to include appliance installation. The customer chose ****************** for the microwave and dishwasher purchased, so Home Depot encouraged them to allow the assigned delivery agents/required licensed plumber to install the appliances. The customer was informed that if they choose to install appliances on their own and encounter difficulties, while under the manufacturer's warranty, the manufacturer (i.e., *******) can refuse service alleging warranty violation if their certified technician visits the home and determines appliance malfunction is due to improper installation/used parts. If the manufacturer cites a warranty violation, Home Depot is unable to reverse that decision. Home Depot provided all this information for awareness upon customer insistence that they complete the installation on their own. The Online Executive Escalations team also provided a direct link to *******s website /warranty details and encouraged the customer to review the information/partner with ******* directly for clarification.
Regarding the customers mention of a fraudulent charge/reimbursement, the Online Executive Escalations team performed a methodical review of the customers order. The team was unable to locate any supporting evidence for the customers incorrect billing claim. The team provided a breakdown of their findings (initial payment on 10/26/2022, and refunds credited on 12/15/2022 and 12/21/2022) to the customer via email. The customer was advised the visit/contact their local ************** Home Depot to address additional questions/concerns regarding their order.
Regarding reimbursement for the groceries, as a courtesy,Home Depot honored a refund to compensate the customer for their alleged food loss due to the delayed refrigerator delivery. Check sent to customers address to be received within **** business days.
Regarding the refrigerator delivery window, the Online Executive Escalations team and delivery agent both verified that the customers delivery was scheduled between 10:30 am 2:30 pm on 12/20/2022. There was nothing in the system that reflected the 5-9 pm delivery window mentioned in the customers additional comments.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (Francia @*************************). With that said, we have addressed the customers concern and as of 1/9/2023, 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,
******** Sherrod
Executive Escalations
Phone:***********************
Case: 31022472
Initial Complaint
Date:12/15/2022
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.
Had new sliding glass door installed.Had problem since day one had to order new track and parts took a year for job to be finished.door never worked properly.Now I found ball bearings in track and door isnt usable.Business Response
Date: 12/19/2022
December 19, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower,Suite 900
*******, ** 30303
RE: *********************************/ BBB Complaint#:18595772
Dear *************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their sliding glass door.The Home Depot has carefully reviewed and investigated this matter and offers the following response. The ********** Home Depots leadership team reviewed the project and contacted the customer to discuss their options. Per the ********** Customer Order Specialist, Home ********************** completed the original sliding glass door installation on 11/17/2020. The door needed replacement parts, which Home Depot ordered directly from the vendor.After several incorrect shipments, the correct parts were received on 7/19/2021 and installed by Home Depot on 9/15/2021; the installation was final. After speaking with the customer on 12/13/2022, the Customer Order Specialist advised the vendor would ship the replacement bearings/wheels to the store, and the store would notify the customer once received. Unfortunately, the customers door is outside Home Depots one-year installation warranty, and the original installer cannot complete this scope of warranty work. The ********** Customer Order Specialist offered the customer Home *********************** Pro Referral service to complete the installation once the replacement parts arrived; however, the customer refused the offer. The sliding glass door manufacturer, Silverline, opened a warranty claim for the customer and should contact ********************** directly to repair/replace the door.
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: 31022481
Customer Answer
Date: 12/20/2022
Complaint: 18595772
I am rejecting this response because:
As per Home Depot response instead of giving me a door that was brand new and functional all they did was order parts. I paid for a new door and it took over a year to be put in. All the replacement parts are breaking off the door and it hardly opens now. I just want them to stand behind their products and their installers they use. I am asking for a brand new door that I paid for to begin with.
Sincerely,
*********************************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#: 18595772
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their sliding glass door.The Home Depot has carefully reviewed and investigated this matter and offers the following response. The ********** Home Depots leadership team reviewed the project and contacted the customer to discuss their options. Per the ********** Customer Order Specialist, Home ********************** completed the original sliding glass door installation on 11/17/2020. The door needed replacement parts, which Home Depot ordered directly from the vendor.After several incorrect shipments, the correct parts were received on 7/19/2021 and installed by Home Depot on 9/15/2021; the installation was final. After speaking with the customer on 12/13/2022, the Customer Order Specialists advised the vendor would ship the replacement bearings/wheels to the store, and the store would notify the customer once received. Unfortunately, the customers door is outside Home Depots one-year installation warranty, and the original installer cannot complete this scope of warranty work.
The ********** Customer Order Specialist offered the customer Home *********************** Pro Referral service to complete the installation once the replacement parts arrived; however, the customer refused the offer. The sliding glass door manufacturer, Silverline, opened a warranty claim for the customer and should contact ********************** directly to repair/replace the door.
UPDATE: As stated before, Home Depot originally installed the patio door on 11/17/2020. Home Depot warranties all installation projects for one year. As there was an issue with the door within the first year, Home Depot provided warranty services, including replacement parts/installation (June and September of 2021). Currently, in December 2022,the customer requests a new door/******************, but this project is well beyond the one-year warranty period. Home Depot partnered with the manufacturer to order parts for repair and offered Pro Referral services to complete installation; however, the customer refused this offer. Home ********************** has fulfilled its obligation per the one-year installation warranty and went beyond to assist with submitting a warranty claim with the manufacturer. As previously stated, the project is outside our warranty. The manufacturer, Silverline, will work directly with the customer to repair the existing door or provide a new door, as requested.
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: 31022481
Customer Answer
Date: 01/03/2023
Complaint: 18595772
I am rejecting this response because:The door was installed on11/17/2020 and wasnt completed until 10 months later. They put in a broken door and had to keep ordering parts. Instead of correcting the problem then and giving us a brand new door that worked. Now the door hardly open at all and the wheels are falling off. They wants us to lift the 300 lb door to put the wheels on. No one from their store has contacted us at all. Its like waiting 8 months all over again.
All I wanted was a door that I purchased a working door. I want Home Depot to stand behind their product that they should have in the beginning. I cant tell you how many times we have been to that store about this door waiting for parts.
You sold me a ********** and you need to replace it.
Sincerely,
*********************************Business Response
Date: 01/06/2023
January 6, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower,Suite 900
*******, ** 30303
RE: *********************************/ BBB Complaint#: 18595772
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their sliding glass door.The Home Depot has carefully reviewed and investigated this matter and offers the following response. The ********** Home Depots leadership team reviewed the project and contacted the customer to discuss their options. Per the ********** Customer Order Specialist, Home ********************** completed the original sliding glass door installation on 11/17/2020. The door needed replacement parts, which Home Depot ordered directly from the vendor.After several incorrect shipments, the correct parts were received on 7/19/2021 and installed by Home Depot on 9/15/2021; the installation was final. After speaking with the customer on 12/13/2022, the Customer Order Specialists advised the vendor would ship the replacement bearings/wheels to the store, and the store would notify the customer once received. Unfortunately, the customers door is outside Home Depots one-year installation warranty, and the original installer cannot complete this scope of warranty work.
The ********** Customer Order Specialist offered the customer Home *********************** Pro Referral service to complete the installation once the replacement parts arrived; however, the customer refused the offer. The sliding glass door manufacturer, Silverline, opened a warranty claim for the customer and should contact ********************** directly to repair/replace the door.
UPDATE: As stated before, Home Depot originally installed the patio door on 11/17/2020. Home Depot warranties all installation projects for one year. As there was an issue with the door within the first year, Home Depot provided warranty services, including replacement parts/installation (June and September of 2021). Currently, in December 2022,the customer requests a new door/******************, but this project is well beyond the one-year warranty period. Home Depot partnered with the manufacturer to order parts for repair and offered Pro Referral services to complete installation;however, the customer refused this offer. Home ********************** has fulfilled its obligation per the one-year installation warranty and went beyond to assist with submitting a warranty claim with the manufacturer. As previously stated,the project is outside our warranty. Home Depot advised the customer to work directly with the manufacturer, Silverline, to repair the existing door or provide a new door, as requested.
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: 31022481
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