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.
- 3,461 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:12/13/2022
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 11/10/2022 I purchased a GE 7.2 cu. ft. ************** Vented Dryer appliance at The Home Depot via online, using my Home Depot credit card. A receipt for my order is available on my online account with them. Order Number: WB29605579Order Total: $683.04. My online receipt does not disclose their Return policy. I received the dryer on 11/15/2022, appliance is working fine, but it has poor quality. Today I called The Home Depot Customer **********************, to return the dryer and to receive store credit, to buy a more expensive dryer of better quality, and I was informed that REturns on appliances are only accepted if the item is deffective or damaged, within 48 hrs of Purchase. I believe not having the Policy of No Returns in appliances by The Home Depot clearly stated on the receipt at the time of purchase, is a deceiving practice, that leaves Customers with no choice but to keep the appliance. I am complaining to the BBB, to request your help to contact The Home Depot to tell them to stop and desist of this practice regarding returns on appliances, and/or assist me in getting them to accept my appliance back for a store credit, for what I will understand a restocking fee, but not a no return. Thank you
Business Response
Date: 12/23/2022
December 23, 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 Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, The Home Depot Online Executive Escalation has attempted to contact *********************** via phone and email but was unsuccessful. As of today, we have not been able reach the customer and therefore, we have not been able to properly address their concerns.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 12/23/2022
Good afternoon,
*********************, from The Home Depot, executive excalation support, have been in contact with me. See attached emails exchanged, plus, she also called me. She said on our ***** phone call, two days ago, that the store will not accept the dryer back, not even with a restocking fee. Since I requested the dryer to be returned, to have a credit applied to a new purchase, for a new washer and dryer set, ************* offered me a discount on the new set. We agree on the next step, wich will be me sending her via email, details on the models and price advertised by The Home depot, on the new appliances I will buy, then she will let me now the discount she will be able to offer to me.
LEt me
Business Response
Date: 02/03/2023
February 3, 2023
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 Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, The Home Depot Online Executive Escalation advised the customer has been connected and informed the order for the washer/dryer combo has been processed.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:12/13/2022
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 received 2 gift cards for Home Depot around the end of September or October 2022. One was for $281.54, the number is **** **** **** **** **** 859 PIN **** The other one was for $25, the number is **** **** **** **** **** 533 PIN **** When I tried to use them on December 5, 2022 in the ***********, ** store, I was told the $25 one had $0 and the $281.54 had 81 cents. I never used either one of them. The cashier called an 800 number, they wouldn't tell her where they were used. She said that I had to check online. I did but it only gives me the balance, not where they were used. I called Home Depot's Home office and they told me to call the store. So, it goes around and around, I get no answers, and I'm out of over $400! I want to know where they were used. I haven't been in Home Depot since September 2022. I don't have a problem with the employees at the store that helped me. I'm more concerned with what happened to my money. Right now it seems like there is a problem with Home Depot's gift cards, from what I've read online.Business Response
Date: 01/18/2023
January 18, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
********************
North Tower, Suite 900
*******, ** 3030
RE: *******************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. I have re-issued an electronic gift card by the Home Depot for ******.
With that being said, we are in the process of addressing our customer's complaint,and we now consider 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 contact me if you have any questions.
Sincerely,
***********************;
Executive Escalations
Phone:***********************
Fax:************
SF:30232067Initial Complaint
Date:12/13/2022
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.
Online order WE11513040 was placed through homedepot.com on 12/10/2022. The same day, Home Depot cancelled an item from the order due to being out of stock. The cost of the item was $98.00. Billing for the item was split between a gift card ending in **** and a credit card ending in ****. Neither the gift card nor the credit card has been refunded. I contacted Homedepot.com customer ********************** on **/**, **/11, and 12/13. They were not able to assist me in any way, claiming that there was some error at the store.Business Response
Date: 12/14/2022
December 14th 2022
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: *************************** /BBB (Better Business Bureau) Complaint#:18569974
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Pending refund of $98.00 to original form of payment, which is credit card and gift card, which will require a visit to the Spring Hill store to complete.
With that being said, we consider this case closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Customer Answer
Date: 12/14/2022
Complaint: 18569974
I am rejecting this response because:This was an online order, it was not placed in the store. Payment was made online, and needs to be refunded in the same manner. The Home Depot's request of a disabled person to take off of work in order to come into their store to have an online order refunded is ridiculous. The Home Depot has already wasted enough of my time through their entire out of stock/cancellation ordeal.
Sincerely,
***************************Business Response
Date: 12/16/2022
December 16th 2022
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************************ Tower, Suite 900
*******, ** 30303
RE: *************************** /BBB (Better Business Bureau) Complaint#:18569974
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our Online team is mailing a refund check to the customers address that was provided. It will arrive within **** business days.
With that being said, we consider this case closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Customer Answer
Date: 12/19/2022
Complaint: 18569974
I am rejecting this response because:The respondent claims that, as of 12/19/2022, the check has not been issued.
Sincerely,
***************************Business Response
Date: 01/17/2023
January 17th 2023
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************************ Tower, Suite 900
*******, ** 30303
RE: *************************** /BBB (Better Business Bureau) Complaint#:18569974
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our Online team is mailed a refund check to the customers address that was provided and it was delivered and cashed on 1/9/2023
With that being said, we consider this case closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Initial Complaint
Date:12/13/2022
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 ordered a dishwasher to be delivered and installed on 12/9/2022. I also paid extra to have our old dishwasher taken away. They delivered on time, however they told me that a different person would show up to install and remove the old one. They could not tell me when that would happen. I called the customer ********************** line as instructed and was told that the person who delivered it was supposed to take the old one away. They checked and told me that the old one was not taken away because it was not unplugged. This is a complete lie as they never looked at the old one, only said that they don't do that. They then said they would come back on the 10th to pick it up. When I asked about the installation, they said I didn't order it. I asked then to show me where on the website I would do so as it isn't something you order, but is included in the price. They agreed but said that I didn't order the needed attachments. I told them I had everything needed. They then said that they don't install in my part of ************* and I would need to get my own plumber to come install it. They said I would be given a refund once that was done. I had the unit installed myself. They did not show up to take the old one away on the 10th as promised. I called again and was told to call back on Monday. I asked about my refund and they said we couldn't discuss that until the old appliance was removed as the order wasn't complete. I called on Monday and was told the first available appointment is for Friday. I asked to speak to a supervisor. They said they don't do that but they would put in for a supervisor to call me today. No phone call today. I want my old appliance picked up and my refund given as promised. Wp53731082Business Response
Date: 12/23/2022
December 23, 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 resolutions team contacted the customer to further assist. The customers order was marked down with a refund total of $327.07 including the $36.25 haul away fee.
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: 31002352Customer Answer
Date: 12/23/2022
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:12/13/2022
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.
My wife and I purchased a Christmas tree at Home Depot back in 2021 with a 3 year warranty and it worked last year and I put up this year and turned on Thanksgiving night and the tree went on for **** minutes and the light on 75% of the tree are inop. We opens with Home Depot on 11-29-22 and have done everything that is asked and still no resolution or answers. We contacted Home Depot as instructions suggested and still have done everything they have suggested and now less then two weeks before a house full of guest on Christmas Eve at my house and the decorations off the tree in pieces as Home Depot suggust and the embarrassment to begin on Christmas Eve without being able to have a tree to put gifts under and no financial means to purchase another one. Walk in Home Depot and same tree says three year warranty. Stop advertising warranty that means nothing. Case number opened ********. Please help because the stress and aggravation is really taking a number on me.Business Response
Date: 12/14/2022
December 14, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
*********************************** / BBB Complaint # ********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Escalation Team called and spoke with ************************* regarding his recent purchase. At this time, we agreed to allow the customer to exchange the Christmas tree.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
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,
*********************
Executive Escalations
Phone: ***********************
Case:31002017Initial Complaint
Date:12/13/2022
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 online.... for a store delivery as my car is not large enough for these items. They first were not schueled for days and I had to follow up multime times for a delivery to be scheduled. Someone delivered them in a budget truck in the rain without ringing my doorbell. When i got them every single panel is damaged. There are dents, black marks on half the panels, oil fingerprints and more. I chatted and the person online said to call the store. I first called ********* and they said ******** delivered. The manager ***** was nice. I sent her pictures on the phone to her personal cell phone. She said that i would be credited for the order total without a return needed. I did not see the credit was applied and reached out saturday. She was frustrated it seemed that it was her personal number and her day off. She said she would call monday and make sure it was applied. She did not call in the monring as promised. I called again and she said the .com needed to issue the credit. I called the .com and they tell me the store has to. I then called the store and spoke with the manager ************** was going to look into it. A credit was applied for $60. ***** messaged me and said I need to call .com because she couldnt issue more. .com keeps telling me only the store can. I just want my money and for someone to actually take resposbility and do what they said. I have wasted HOURS at this point and has to delay my project. Please refund ASAP.Business Response
Date: 12/23/2022
December 23, 2022
Sent Via Email
Attn: Ms. ***********************
Customer 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 appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ******************** regarding her appliances. The Home Depot has investigated this matter and has approved our customer for a refund. Our local store is currently working with IT on a system glitch in order to process return. The Home Depot considers this matter in progress.
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: 12/27/2022
Complaint: 18568556
I am rejecting this response because.... I still do not have the refund. The store credited the order as cash on accident and did not give me anything... I did not pay cash on this order. I paid with my home depot credit card. I need to either have my home depot credit card credited for the full order amount or have a check sent to me ASAP for $248.59
Sincerely,
*******************************Business Response
Date: 01/02/2023
January 2, 2023
Sent Via Email
Attn: Ms. ************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">Customer Experience Specialist
Better Business Bureau
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 appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ******************** regarding her appliances. The Home Depot has investigated this matter and has approved our customer for a refund. Our local store is currently working with IT on a system glitch in order to process return. The Home Depot considers this matter in progress and will continue to monitor payment.
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,
**************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: **************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">SF Case# ********Initial Complaint
Date:12/13/2022
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.
Order Number: WB31432918 I purchased 6:S7 MaxV Plus Robotic Vacuum Cleaner and Sonic Mop Auto-Empty Dock Obstacle Avoidance Real-Time Video Call 5100Pa Suction I contacted Home Depot multiple times to return these items and I was told that I would have to return the item in store. I informed them the items are large and heavy and if there were any other accommodations they could make and they still said no. When I spoke to another representative they forwarded me to a local store near me and they informed me they dont have a vehicle at their site to come receive the items. When I asked about *** they said it wouldnt allow them to make the request.Business Response
Date: 12/22/2022
December 22th 2022
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: ************************* /BBB (Better Business Bureau) Complaint#:
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Customer stated the issue was already resolved.
With that being said, we consider this case closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF #********Customer Answer
Date: 12/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:12/13/2022
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.
Purch. washer/dryer 10/13/22 Deliv. on 10/22/22 Paid $1,841.40 Wrong cord for dryer was rcvd so we were unable to use dryer Called Home Depot same day to inform We purch. correct cord but could not replace bc delivery man had stripped ********** could not get incorrect cord off Called Home Depot to adv same day 10/22/22 & they adv they would send repair man Repair man came 10/27/22 & said we need new dryer Called 10/27/22 to let them know & they told us we have to go through warranty because it had been more than 48 hours. I explained I called within 48 hours but they did not send out repair man until 5 days later which is not my fault Finally they agreed and sched. replacement dryer delivery for 11/2/22 This day I called 5+ times bc I kept getting hung up on which they blamed on tech issues but never called back despite my requests+ giving call back # at beginning of call.Delivery never showed up on 11/2/22 & I was never informed Called 11/2/22 & they said delivery wasnt coming until 11/8/22 At this point we were fed up so my husband tried & got stripped s**** off & changed to correct cord I called & said to cancel replacement I req. some sort of reconciliation for all the troubles, plus they never hooked up water to washer They agreed & put in partial refund of $159.38 on 11/7/22 & said we would rcv in 5-7 bus. days 8 bus. days later still no refund so I called again They said it was actually **** bus. days & to wait 2 more days 11 bus. days later, still no refund They said go in person to store Went in person. **** at ******** ** was very helpful. I stood there while she waited on hold with them for an hour+. Finally they said they would look into it & call her back. She took down my phone # & said she would call me with update She called that night to let me know shes still waiting to hear back She called again on 11/7 & said they did a manual adjustment and I should rcv in 1-2 days 12/13/22 still no refund Called again & req a manager & was hung up onBusiness 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 Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Team called and spoke ******************************* on December 15th regarding her order #WP48513009. On December 19th, ****************** acknowledged via email, she received her refund.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @ *************************).
With that being said, we have addressed the customers concerns 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,
*********************
Executive Escalations
Phone: ***********************
Case: 31001986Initial Complaint
Date:12/13/2022
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 hurricane windows through Home Depot. They are covered under warranty for any defects. In December of 2021, the outer pane of one of my windows cracked. I contacted Home Depot for warranty coverage. They sent someone to my home to inspect the window and determined it was covered under the warranty. They sent another person to my home to measure the window to ensure they ordered the correct replacement. The window came in around August 2021, and when they came to install it, they stated it was the wrong window and they'd have to order another one. I haven't heard anything from the company since then. I have contacted Home Depot multiple times and spoke to a customer ********************** representative that attempts to contact the installation team, but never gets a response. Every time I call, it supposedly gets elevated to a new department and I am told I will get a call back within 48 hours. No one ever calls me back. It has nearly been a year since the beginning of this claim, and I have still not received resolution.Business Response
Date: 12/16/2022
December 16, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Team called and spoke with **************************** regarding his order #H6865-131734 on December 16th. At this time, there was an order placed with a pending ETA. Once we receive a date confirmation, we will follow up with the customer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
This matter is still in progress and being monitored until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:31001994Initial Complaint
Date:12/13/2022
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.
My father purchased an electric riding lawnmower from Home Depot in **********, IN. When it was delivered, there was no box to recharge it with. He has been in and out of the hospital and now the account is in collections. He said he didnt receive a card or billing statements. Due to his health and mental issues, he was throwing everything away. Now, Home Depot will not take the lawn mower back since it was used once, not will they give a box to recharge so it can be used. Again, my dads health is poor and he wont be using it. I was told by a Home Depot asap that I had up to one year to take it back, and it hasnt been a year. He cant use it, the store wont take it back and his account is in collections. Is there anything you can do to help? Without the box to recharge, its useless. And he wont use it due to his health.Business Response
Date: 12/23/2022
December 23, 2022
Sent Via **********************************************
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 regarding their credit account.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by ********, ************************* will receive a response directly from them within 10 business days.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
*************************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 12/24/2022
Id like to accept Home Depots offer to return the lawn mower, but I havent heard from them since they called. May be due to the holiday (?). Im not sure what to do at this point.Business Response
Date: 01/11/2023
Tell us why here...January 11, 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 return request.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding her request. The Home Depot has investigated this matter and is actively in contact with our customer. ********************** considers this matter in progress until the customer has agreed to provided terms and conditions.
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# ********
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