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.
Order No. WB32613581. I've called there shipping carrier and can't get anywhere as to date or time of delivery. I've left email inquiry letting them know the item can't be delivered on the 19th of Dec. There respond is the eta is the 19th not really saying the date will be the 19th. All this stress I'm about to cancel this order.
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#:18577603
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 Online Executive Escalations team contacted the customer on 12/16/2022 to provide an updated delivery ETA, Friday, 12/16/2022. Home Depot received an email from the customer on Monday, 12/19/2022, as the item was not delivered on Friday, 12/16/2022, as promised. Our team contacted the customer via telephone/voicemail to discuss the matter further. Home Depot offered a markdown should the customer choose to keep the order, and the customer accepted the offer. Home *********************** Online Executive Escalations team processed a markdown on 12/23/2022.
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: 31017575
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.
11/17/17 I purchased a defiant light model DFI5852 its a motion, security light. As I was building a new house, this light was installed in March 2019.On the box it said it was LED and it had ****** hours on the bulbs.This sensor light comes on and stays on for one minute or less only when somebody walks past it.. I believe all in all it probably has less than 10 hours on it. It does not work. You cannot change the bulbs. Home Depot will not honor the warranty and I have to buy a new light and have an electrician install it.They admitted to me that it was a faulty light, but unfortunately the warranty has expired. Im very disappointed in the Home Depot especially since I purchased all of my lighting for my new house through them. I would like people to know not to buy this light and save yourself, the aggravation ,expense and its a safety issue I do not have because the lamp has a malfunction.Business Response
Date: 01/10/2023
December 16, 2022
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
RE: *********************** / BBB Case 18577560
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint 18577560.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the Defective Defiant LED Light Fixture that Bulb did not last ****** hours.
The Home Depot has contacted the customer to apologize for the issue and as the fixture is out of warranty past 30 days to return we have sent ******************* a $100 Home Depot Gift card that she can use as compensation for replacing the defective fixture.
With that said, at this time The Home Depot dose not considers this matter resolved and request additional time to get this completed for the customer.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: ********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.
Hi *****/***,I am writing to complaint about not processing my refund after 12 days of returning a damaged product which was left on my driveway against the condition of sale and not responding to my inquiries even though called their customer ********************** 8 times and spent hours on the phone talking to their associate and supervisors. I also have a complaint their customer ********************** refused to provide me a responsive email address for formal communication between us and refuse to respond to any email address I sent to ************************************* , *************************************** ********************************,**************************************, *************************************** I am writing with regarding to following order Order WP52896965 return R6712116 - ******** Complaint Case Number with Home Depot case number: ******** [ref:_00D50JUFY._5001T1mjueL:ref] 1-I ordered a 6 piece ****** 6-Piece Heavy Duty Welded Steel Garage Storage System. These are heavy and big items. The condition of delivery was to ship it and deliver it inside my garage door. 2- Homedepot shipping company didn't call and didn't schedule delivery. Instead they shipped a damaged product (damaged doors) on 12/03/2022 and dropped it on my driveway while I was not home. Upon inspection, I immediately called home depot customer care ********************** and filed a return on 12/03/2022 over the phone. 3-Their associate sent me an email from a company called shipnsd which never responded neither to my phone call or email nor to Home Depot customer care's.4- I called Home ********************** customer care again on December 7th, 2022 with case number ******** . Their associate told me she has inquired their local team to pickup the damaged product but they didn't. 5- I called Home Depot customer care and talked to two supervisors on Dec 9th, 2022 complaining about their lack of action to process my refund and removing the unsafe damaged product out of my drive way. 6- After 13 days from filing the return they have not yet processed my refund.Business Response
Date: 12/22/2022
December 22, 2022
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: ******************/ BBB Case # ********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #: ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot Online Executive Escalations has reviewed this case and we have contacted the customer and apologized for their recent experience. We are actively working towards a resolution to get the customers refund.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
SF Case# ********Customer Answer
Date: 12/22/2022
Complaint: 18577233
I am rejecting this response because: they have contacted me via email but didnt take any action to refund my money back which should have been done long time ago. In addition, they have not yet removed their damaged product from my driveway after three weeks being under rain and severe weather and blocked my driveway and garage access which also created safety concerns for me. I contacted my bank and asked them to intervene . If the bank process my refund before homedepot do, its definitely a problem with their business and how they treat their customer.
Sincerely,
***********************Business Response
Date: 12/28/2022
December 28, 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 carrier who advised there was an issue at the terminal that prevented the pick-up from being completed.We apologize for any inconvenience this has caused our customer. The carrier will be contacting the customer to schedule pick-up again.
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:12/15/2022
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.
Purchased a dishwasher online 10/24/2021, July it malfunctioned, and Frigidaire could not fix it, they issued me a number to take into Home Depot to get a new one. On 8/8/2022 I went in and spoke with ********** and ************************ called Frigidaire to find out what the number was for, and it was to replace the defective dishwasher. I had to pay and Home Depot was going to issue a refund. Home Depot NEVER issued a refund for $719 plus sales tax. Never received the refund. Called 10/5, 10/7, 10/22, 11/2. On 10/22 spoke with *** and was told I needed to return the damaged dishwasher, I was NEVER told that and Home Depot Delivered the new dishwasher and if they needed the damaged dishwasher back, HOME DEPOT should have picked it up. 10/5, 10/8, and 11/2, messages were left and NOBODY returned my call. The *** on 10/22 told me he would call me back and NEVER did. Not sure what day but I finally decided to go into the store to get my refund and spoke with *********************, told me ******* was on vacation and he would talk to him Fri when he returned an follow up that ******* contact me. AGAIN, NOBODY contacted me.Business Response
Date: 12/16/2022
December 16, 2022
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
RE: ***************************/ BBB Case # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding her recent Dishwasher purchase and ** warranty issues with the online order placed with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted be ****************** with these issues and has reported that The hi e Depot has sent a $150 E-Gift card because of the delays experienced with the $783.71 of the returned defective Dishwasher online order W875868895.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
** Case#:31017281Customer Answer
Date: 12/16/2022
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. Home Depot has gone up and beyond to resolve this issue. Thank you.
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 a live Christmas tree on November 26, 2022. Got the tree home and on December 10,2022 the tree was crunchy and had a foul odor and was not drinking water. I called Home Depot asking to exchange the tree and they said they don't take returns on live trees. I wasn't asking for a return, or a refund at the time, just a replacement tree so that my apartment did not smell. I'm concerned for my health and safety and Home Depot was unreasonable in their response. At this point I AM ASKING FOR A REFUND. of $84.98Business Response
Date: 12/21/2022
December 21, 2022
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE: *********************** / BBB Case # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the cut Christmas tree purchased with the local Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter,and although there are now returns allowed with regard to fresh cut Christmas Trees, I have offered and Ms. ********** ahas agreed to a $100 Home Depot E-gift card to reimburse her for that purchase.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: 31017171Initial 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.
On 10/26/2022 at 4:41pm we make an order on ***** Home Depot store order #H0253-284827 amount of $709.00 dollar for a Whirlpool microwe and installation which on the on the 11/7/2022 they went for installation and the ******** Open the box and take it with him and said he can't install the microwe and left at the house and he NEVER said we have a 48 hours to return it, which he suppose to take with him. We went to the store at ********* they won't take it back and we went to where we purchase at ***** Home Depot store, they don't want to return our money or give a store credit.Business Response
Date: 12/28/2022
December 28, 2022
Attn: ***********************,Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
RE: ********************* / BBB Consumer Complaint #********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the over the range microwave ordered from The Home Depot on order H0253-284827.
The Home Depot has carefully reviewed all information pertaining to this matter. Our Executive Online Appliance Escalation **** contacted the customer to apologizer for the issues and agreed to send a Home Depot gift card in the amount of $859.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
** Case#: 31017165Customer Answer
Date: 12/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:12/14/2022
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 purchased all new appliances on October 27 delivery was scheduled on November 25, they didn't arrive till December 13, the fridge is great, the microwave was installed using the wrong install bracket and isn't square. The stove was not leveled, we had to move the stove out and level it ourselves because it rocked. The dishwasher isn't square nor level. The worst part the install people didn't tighten the drain hose properly, causing water to leak out under our cabinet. Today we have an inch of water underneath our kitchen sink. We had to reattach the drain line & tighten it ourselves to stop the leak. We paid for installation of these appliances only to redo the stove and dishwasher hookup ourselves. The installation team was very unprofessional using profanity frequently, they didn't cover the floors, left trash all in our driveway. They were also very rude when we asked to fix the angled back microwave saying their time was up. Home Depot should reimburse us for the appliances and the installation fees, I will never recommend Home Depot or use their services again, we paid $5,561.35 just to go through all this hassle. We filed an internal complaint with Home Depot they didn't seem to be that concerned. There supposedly sending someone out Saturday, 4 days after I reported the problems to fix these issues. No one could verify when/if they will be here.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#:18575963
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 emailed the customer on 12/20/2022 to acknowledge receipt of their complaint. Home Depot spoke with the customer on 12/21/2022. The customer explained the multiple ****************** issues, Home Depot offered a markdown to compensate for the installation issues, and the customer accepted the offer.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (********* @ *************************). With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 31012919
Initial Complaint
Date:12/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Kohler toilet from Home Depot online on 08/12/2021 Order number: WP10225976 Charged to account ending in **** (Name on card is ***********************)Amount was $408.00 I paid for delivery and the item was delivered and put in my garage Unfortunately due to family issues I had to put the remodel on hold When I was finally ready to start my bathroom remodel (July 2022) my contractor went to open the box and found that the base of the toilet was cracked I called HD that day to report it and I spoke to ***** on 07/17/2022 He told me he would return the item and refund the charges and then I would have to re-purchase the item.Order number: CP40561979 He gave me a discount for the trouble and I put charges of $372.53 on card **** (Name on the account is ******************* and I am an additional card holder on that account)A charge of $372.53 was put to the card on 07/17/2022 I am STILL WAITING to receive the $408.00 refund to card ****, SINCE 07/17/2022 (ALMOST 4 MONTHS!)I have called 4 times at least (07/17, 08/27, 09/19, and 10/31)On 10/31/2022 I spoke to ***** at Citibank and he created a case for me, case 42022****08 He also also suggested I call Home Depot directly so they could investigate further. I believe I spoke to **** that same evening It seems like every time I call I have to start over with all of the above information and I wonder why? What happens to these notes? Are they just deleted from your system?I feel I have been extremely patient with Home Depot and my next move will be to copy this letter into the BBB site and you can work with them to resolve I am sure you will agree, that no one should have to wait this long to receive a refundBusiness 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#:18576076
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online order/refund.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. On 12/15/2022, The Home Depot Online Executive Escalations team contacted the Finance team for an update on the customers manual credit. On 12/16/2022 and 12/19/2022, Home Depot contacted the customer via telephone/voicemail/email to advise Home Depot is still working to process their manual credit. Their case will remain open until the successful completion of the manual credit.
Should the customer require additional assistance, please advise the customer to contact the online agent who reached out to them (***** @ *************************). With that said, we are addressing the customers concern and will continue to assist until the 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: 31012901
Customer Answer
Date: 01/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:12/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased ** front entrance washer on 11/25/2015 with a five-year protection plan at Home Depot (The Asurion-Home Depot Service Plan Team). When the protection plan ended. I bought an extended protection plan on 11/01/2020 with an expiration date of 11/24/2023. On 11/26/2022, I reached out to Home Depot because my washer stopped working. When I spoke to a customer ******************** worker, I was told that they could not locate my information in their system; as such, I was informed to submit all necessary documents to the Home Depot warranty support department via email so that an investigation would be made and if they needed to create a ticket for my order, it would be done. On 11/28/2022, I received information that they were unable to find my warranty. After that, I contact home depot to inquire further but to no avail. I reached out to the customer ********************** department a couple of times, and they have proven not to be helpful. I have attached my receipts that show as evidence of the extended warranty. Please assist me so that Home Depot can fix my washer because my extended warranty has not expired yet.Thank youBusiness 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#:18576038
Dear *************,On behalf of The Home Depot,I apologize for any inconvenience our customer may have experienced regarding their appliance.
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 via telephone/voicemail/email on 12/15/2022. They also submitted the customers receipts and proof of purchase to our Extended Protection partner, Asurion.Asurion updated the status of the customers protection plan and advised a service tech would contact the customer directly on 12/16/2022. Home ********************** contacted the customer via telephone/voicemail/email on 12/19/2022, 12/20/2022,12/21/2022, and 12/22/2022 to confirm contact by a service tech. The customer advised a ********************** technician would reach out by 12/24/2022. Home Depot Online Executive Escalations will follow up with the customer on Tuesday, 12/27/2022,to confirm whether a service appointment was set/completed.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (***** @ *************************). With that said, we are addressing the customers concern and will continue to assist until the 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: 31012900
Customer Answer
Date: 01/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
***********************************************Initial Complaint
Date:12/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 2, 2022, I purchased a ********* electric dryer from The Home Depot, in *********************. It was delivered to my home on September 16, 2022. Along with the dryer, I also purchased a new dryer cord and dryer duct. My old dryer was already removed. They carried in my new dryer, hooked everything up, cleaned up the plastic trash, and left. It was four days later that I turned it on to use it for the first time. When the cycle should have ended, the dryer would not shut off. Upon seeing this, I unplugged it, and have not attempted to use it since. As soon as this happened, I called The Home Depot to explain the situation. I spoke to the Manager and the appliance manager. I told them that I wanted the dryer out of my house, that it is defective, and a fire hazard. I was told there were certain "steps" they would need to go through, and they would let me know when they knew something. I have called over and over, to only hear the same thing. They have in NO way, whatsoever, tried to fix this problem. Needless to say, I still have not heard a word back from them. I have also emailed the corporate headquarters to explain the problem and I have no response from them either. That email was sent on December 1, 2022. My order number is H****-104182. They are The Home Depot store number ****. ************************************************************** phone: ************ salesperson is listed as TRS5JTA. The appliance manager is *****.Business Response
Date: 12/23/2022
December 23, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ***************************/ BBB Complaint#: 18574979
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 Depots Online Team will ensure that a service appointment is scheduled after December 25, 22. ***************** agrees with the path to resolution.
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,
Zenae F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********
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