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
- 11,847 total complaints in the last 3 years.
- 3,454 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/15/2022
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
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've been a loyal customer for many years and I realize all business are short handed but I needed help to find something and the employee could not leave her register. I understand that but I needed help and no one to be found?? Very bad for business and as soon as I pay off the card I'm never walking into home depot *********** ** again!! Terrible service and e everyone seems to be on break at the same time!!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#:18595599
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their recent store visit.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Executive Escalations team shared the complaint with Casa Grande Home Depots leadership team, who will take the necessary steps to ensure we provide a better experience for all our customers. Home Depot contacted the customer via email on 12/16/2022 to acknowledge their complaint, apologize for the customer **********************, and provide direct contact should they wish to share any additional details.
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: 31022483
Initial Complaint
Date:12/15/2022
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.
Date purchased 04/29/2020 Order #WA85082145 Date installed July 2020 Door Serial #********** ******** storm door was ordered online with HomeDepot.com. Door was custom ordered with special Low E glass. This was an additional, more expensive option. Door has had mechanical failures from 2 months after installation. I have been in contact with ******** since September of 2020 about the issues. After numerous repair attempts, ******** approved a warranty claim for the door to be replaced in June 2022. Upon taking the attached claim form to my local Home Depot store, they refuse to order a new door with Low E glass. They refuse to make any phone calls to ********. The manager stated that I have to make the phone calls to get the claim changed to reflect Low E glass. ******** states the door was never made with Low E glass, they do not have any information stating it was to be made with Low E glass. ******** will not order me a new door with Low E glass. After days, and hours on hold with Home Depot, I have been told there is nothing Home Depot will do for me. They have PROOF in their system I ordered a storm door WITH Low E glass. I have been refused a refund because it is now over 90 days. I was not aware the door was made WITHOUT Low E glass until my claim was approved with ******** Storm Doors. I am very dissatisfied with both companies. I did not get the product I paid for. I have failing storm door that needs to be replaced.This is dishonest business. I want this door refunded in the full amount of $453.58. I have attached my original receipt, ********** Claim Form stating the build on bottom, and Home Depot's build screen shot.Business Response
Date: 12/23/2022
December 23, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Complaint#:18595500
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their ******** door.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team reviewed the customers order and determined it included Low-E glass in the order configurations. There were no notes on the customers order to indicate Low-E glass was not possible with the door option selected. Home Depot opted to refund the customer for their order.Unfortunately, the order was too old to process a refund through the online order system, so the Online Executive Escalations team submitted a request to refund the customer via check on 12/16/2022. On 12/21/2022, Home Depot emailed the customer to provide an updated ETA and request confirmation upon receipt.
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: 31022482
Customer Answer
Date: 01/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:12/15/2022
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.
Home Depot will not refund me the $600+ dollars even though the item was returned to their return center with proof of delivery. The items are being returned because they were shipped damaged. I have been speaking with customer ********************** to get some resolution for a month now with no success. They just keep telling me to wait 3-5 business days. This is not acceptable.Business Response
Date: 12/27/2022
December 27, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: Summer ***************** 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 online resolution team contacted the customer to further assist. An email was sent to the customer with receipts showing that $28.51 was refunded on 11/11/2022, $112.70 was refunded on 12/07/2022, and $536.12 was refunded on 12/15/2022 The customer was advised to allow 3-5 business days for their bank to process and post refund to their account.
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: 31021615Initial 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 bought an oven from this location in September 2020. Since day one I was getting F9 error codes and would call ** about it. After a year they sent someone out to replace the control board which was not the issue. Since it was now over a year, I had to deal with the extended warranty I bought from Home Depot. They sent a ** tech out and he discovered what the issue was. Broiler element did not work but the part has been backordered for months. I was told they would refund me, but I would need to provide the ** sticker/plate with the model/serial number. This can't be located anywhere. I have called the extended warranty and tried to explain that to them but keep getting told just send that to them and they will refund me. I have removed anything I can find and even paid for an appliance tech to come out and see if they can find it. No plate or sticker can be found that they are specifically looking for. This oven was on clearance and in a box on the floor. After battling with ** and Home Depot warranty department I am questioning now if the sticker/plate was already removed before I bought it since it can't be found. There is no reason as to why this would not be on the oven other than it was already removed. Up until this fiasco I never even realized that is something you should look at when buying appliances. Apparently defective appliances will have this removed so that it is not resold. I have asked for it to be repaired, replaced or refunded. Now I am told if I produce a haul away ticket for ** they will refund me but can take up to 6 weeks to get. What am I supposed to do until then?Business Response
Date: 12/23/2022
December 23, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ***************************** /BBB Complaint#: 18580901
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer and for clarification on the defective electric range. The online team has contacted the customer by email and by phone several times and has been unsuccessful. The customer has not returned any emails nor phone calls at this time no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online 31022581Customer Answer
Date: 12/23/2022
Complaint: 18580901
I am rejecting this response because: i have responded to both emails from Home Depot. There has been no calls. The person who I responded to was *********************************** and it was referred to as case 31022581. First email was they had no record so I sent receipts and the 2nd was asking if the oven was purchased in a store. I responded yes and the receipts showed which store I bought it in.
Sincerely,
*****************************Business Response
Date: 01/04/2023
January 4, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ***************************** /BBB Complaint#: 18580901
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team has determined since the range was sold from the local store; they have escalated her concerns to the store manager. The customer has been provided the store manager contact information for further assistance at this time no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online 31022581Customer Answer
Date: 01/06/2023
Complaint: 18580901
I am rejecting this response because: Store manager called and there has been no resolution.
Sincerely,
*****************************Business Response
Date: 01/23/2023
January 23, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ***************************** /BBB Complaint#: 18580901
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team has determined since the range was sold from the local store; they have escalated her concerns to the store manager. The online team is working is working with the local store and a final resolution is pending at this time no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online 31022581Initial 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 purchased a new ****** Clothing Dryer from Home Depot on Nov 5, 2022, and it was delivered on Nov 11, 2022. I did not start using the dryer until a few days later and realized that the dryer was making too much noise when operating. I called the manufacturer, *** ** sent a service technician to my home on Nov 23, 2023. The service technician heard the noise and opened up the dryer. The technician determined that the noise that the dryer was making was because it was hit by a forklift at the bottom of the dryer while being delivered. Since the damage was not a manufacturing defect, he would not repair or replace the dryer. The technician told me to contact Home Depot. I went back to Home Depot who informed me that according to the contract of sale, I had ******************************************* the dryer to Home Depot and since I had not made a complaint within 48 hours Home Depot would not provide assistance. I paid $1,001.97 for this damaged dryer; Please ask Home Depot to replace this dryer.Business Response
Date: 12/27/2022
December 27, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: *******************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The online resolution team contacted the customer to further assist. The customer confirmed that the dryer has been delivered and installed and is working great. The customer is scheduled for to complete the haul away of the customers previous unit on January 2, 2023.
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: 31021581Initial Complaint
Date:12/15/2022
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.
10/07/22: Ordered full kitchen cabinet system to include hardware and appliances 11/10/22: Told by ***, that the order had been received on 11/10/22 and did not leave enough time to deliver on 11/11/22 as promised but could deliver on 11/12/22. 11/12/22:On 11/12/22, a cabinet contractor with a 3-man crew, arrived on site to install cabinets that had never been delivered. They charged me $375 for the 3-man crew and a $550 mobilization fee for showing up to install the missing cabinets. I had to pay for crew totaling $925.00 which was non-refundable.11/12/22: I reached out to the store, and no one was available to respond until 11/14/22. I started a dialogue with the assistant store manager, ******, who started tracking cabinets. He could never give me a firm date of when cabinets could be received, and this went on for 2 weeks.11/26/22: Eventually, the cabinet order was delivered on 11/26/22, but was missing the wine cabinet and had a damaged ***************. I immediately reached out to ******, the store manager, and he noted the damaged Lazy ***** and re-ordered the damaged and missing parts but could not give me a firm delivery date as well.12/14/22: Still have not received ***************. This has not only cost me money for paying a crew to be on-site for a delivery that never showed up, but it did not allow me to meet our original listing date of 12/1/22.In addition, I was not able to install my flooring in the living room and kitchen, because its a floating floor and cabinets can not go on top of it per the installation recommendation from the manufacturer. Also, had to keep postponing appliance delivery until they eventually canceled the orders on their own. I had to re-purchase the appliances all over again. This has cost me thousands of dollars in damages and prevented me to list and sell the property as scheduled on 12/1/22. Interest rates have gone up twice since this order started which has amplified the situation and made much harder in this climate.Business Response
Date: 12/27/2022
December 27, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: *************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customer has been contacted and provided with the below updates:
We are currently waiting on only the Lazy ***** replacement cabinet that is set to ship on 12/20. The wine cabinet mentioned below has already been reordered and picked up by the customer at no cost to him. The appliances were reordered 12/13(canceled due to past 30 day hold) and are set to be delivered 12/21. We have been at the mercy of the Hampton bay designer series and their slow shipping. The original order was discounted $600 competing with ****** and trying to get **** to bring his business here (Commercial contractor just starting residential)
The wine cabinet was refunded and reordered at no charge- $148 was refunded
New appliance order was reordered for $155 less than original
************************* H3828-178-374 Total Paid on Cabinet order $4539.40
-Customer Ordered 10/7. PO#******** (Cabinets) and PO#********(Wine Cabinet Only)
-Cabinets were Hampton Bay Designer Series, Under the American Woodmark umbrella, Estimated ETA was 3 weeks to customer
-Estimated ETA 10/28. The main reason the customer chose these cabinets- Speed and Price
-11/3 Wine cabinet PO#******** was canceled due to 5 cabinet minimum. Would need to be ordered online
-11/21- Customer called in looking for his cabinet order that was supposed to be here
-11/22-SM partnered with ** from American Woodmark after speaking to ****, to try and expedite the shipping because cabinets were set to not ship out until 12/2-12/5
from the local facility where they had been sitting in Dayton. ** Expedited Shipping
-11/23 Cabinets arrived at 3828
-11/23 Customer delivery set for 11/26
-11/28 Customer reported damage on Lazy ***** and replacement was requested the same day via rep ** (American Woodmark)
-Replacement was to ship in 5 business days. Did not tell the customer that- SM still weary of original lead time
-12/6 SM follow up with ** on the status of the cabinet. Still no tracking
-12/9 SM follow up again on LS cabinet. Supposed to ship out 12/16 or 12/19.
-12/13 SM spoke to **** again and updated him on replacement. Still no definite shipping confirmation -12/13 SM advised **** we would discuss compensation once everything was delivered. **** understood and thanked him.
-12/16 SM tracked again and the cabinet is supposed to ship 12/20. Coming direct from *******.
***************** were ordered because they had such a promising quick ship delivery time window. S/O estimator in My View had shown 3 weeks to the customer for the lead time. The order was placed 10/7 and delivered to store on 11/23 or 6-1/2 Weeks later with heavy Vendor involvement and begging someone to deliver it sooner than they were going to.
These cabinets come out of ******* and they tend to sit there until the shipping is brokered out.
Some of ****'s issues on having to pay crews would have been solved by securing and inspecting products before scheduling installation. I'm happy to discuss compensation and the Vendor rep is willing to help as well. Just waiting for this 1 last cabinet.
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: 31021570Customer Answer
Date: 02/07/2023
There has been a case number provided with details of complaint. The issues still have not been addressed and resolved. There has not been any further communication from Home Depot Management. Would like to re-open the case. # ********Business Response
Date: 02/15/2023
February 15, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********, Suite 900 311
*******, ** 30303314
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 Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the installation team has been in steady communication with the customer throughout the process. The customer signed a settlement and release agreement for the compensation on February 9, 2023. With that being stated, we consider the customers complaint 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 should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 31021570Customer Answer
Date: 02/15/2023
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.
Purchased Hot water heater and installation service. Installer (SAME DAY WATER HEATER) began installation on 11/18/22 (date of purchase), but could not complete installation, per installer, due to missing parts (vent component). Same day installer said Home depot did not have the part and would return by next day upon finding the part, leaving heater unventilated. Note: Installer initially arrived 11/18/22 without required building permit, stating it would be emailed to me... never was. Called Home Depot on 11/19 and manager was to contact installer and I received no response. Home Depot told me several times, I would have to talk to 3rd party installer for discount/resolution. Face to face at Home Depot produced nothing, despite Home Depot "Home Services" statement... "all work is backed by The Home Depot." I have been conduction resolution discussion with Same Day Water Heater, with no positive response. Permit was only produced after a lengthy and contentious phone conversation with my wife, 3 days later. Installation completed 4 days later on 11/22/22. Several calls to installer representative, who promised discount credit per 2 calls, but since has not responded as promised, and last 2 calls result in having to leave voice mail message. Home Depot location, **************************************************************. ************. I believe I am owed a billing adjustment/discount from The Home Depot as the primary contractor for this purchase, based on their promise to back the work, and their support of the sub-contractor.Business Response
Date: 12/27/2022
December 27,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North 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 customer has been contacted and assisted with compensation in the amount of $300.00.
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:12/15/2022
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 am a contractor trying to get my tax exempt status with Home Depot. I have the correct documents(I know, because other business have accepted my papers), have filed them multiple times. I can't find out why they rejected what they ***********'t been able to get a working website to re-send paperwork; and have waited on hold multiple lengthy times only to be disconnected. When you show up in person at a store, they say they are not allowed to help me file paperwork. All I want is my state approved paperwork to get to them and for me to be able to walk through checkout with my appropriate info so I don't pay additional for job material Thank you....*********************Business Response
Date: 12/27/2022
December 27,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: *************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customers request is still under review. I will provide an update once available.
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:12/15/2022
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 ordered a washer and dryer in November and waited 2 weeks for a delivery and the washer came dented and scratched. They took it back and then I found out I javelin to wait another month for a other delivery. I called the store and internet sales and they told me there was no more in stock. I happened to pass by the appliance section at the ****** store and I saw the SAME EXACT WASHER THERE BEING OFFERED ON SALE. I have to wait for almost 2 months because supposedly there are no more in stock but there is one on the floor sitting there collecting dust. That is just unacceptable. In the last 3 mo the I spent close to $10k at home depot and they can't even provide me with a washer at a reasonable time frame.Business Response
Date: 12/23/2022
December 23, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *****************************/ BBB Complaint#:18578183
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliances.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team contacted the customer to discuss the delayed product on 12/18/2022. Home Depot offered to compensate the customer for the delays upon successful delivery, and the customer agreed to wait for a replacement unit. The Online Executive Escalations team will follow up with the customer on 12/31/2022 after delivery to discuss compensation.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (Faith @ *************************). With that said, we have addressed the customers concern and will continue to assist until this matter is resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 31017572
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