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.
I went to the store at Home Depot *****************************. I did not see the address listed. I purchased a refrigerator that was originally delivered November 23 2022. It was delivered damaged. I called within 48 hrs. To let them know, they made me wait another week and brought another damaged refrigerator I called them again to let them know and they said I could have a credit for $200 which I received. Today I called them to let them know the refrigerator is not cooling at all only the lights come on and all the food I brought spoiled. I want my money back and dont want them to send another tech to my home at this point. They told me to wait until 12/28/22 for help. I dont understand.
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 processed a replacement order for our customer along with a gift card. ********************** 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********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 made a purchase on November 24,2022 (order WB31126982) that included a set of Makita 18V LXT Lion battery and rapid charger (5.0Ah) and another item. I received a package with only one item, and the package was undamaged. I contacted Home Depot on December 1, 2022 and was told a second package was sent without a tracking number and would be delivered the following day. When it did not arrive, I contacted on December 3, 2022 and was told a case would be opened (Case ********) and I would be contacted. When I received my return call, the woman informed me the second package would arrive no later than December 12, 2022 and if it did not I was to contact back again to have the item reshipped. Today I contacted and was told by ****** in leadership that all the previous contacts had lied to me, and that I would have to file a complaint with *** because the package shows it was delivered with the same weight it left their warehouse. I advised her the package I received was undamaged, so it wasn't lost from the package in transit. She refused to assist me any further. I would like the batteries I paid for, as they are a Christmas present, and I had been assured they would arrive before Christmas and that they would be reshipped if they did not arrive.Business Response
Date: 12/20/2022
December 20, 2022
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Complaint # ********
Dear, **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has verified that the missing merchandise was delivered on November 26, 2022, to the customer address provided.
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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31008001Customer Answer
Date: 12/20/2022
Complaint: 18566183
I am rejecting this response because: The box that was delivered did not contain everything that was ordered. The box that was delivered had no damage to the box (so this was not the fault of the carrier), but only contained ONE of TWO items that should have been in the box. Home Depot FAILED to send both items in the purchase. I was told multiple times the missing item was shipping separately, and I never received my item. Home Depot just STOLE hundreds of dollars from me because they failed to send both my items, and are refusing further assistance.
Sincerely,
*************************Business Response
Date: 01/04/2023
January 4, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Complaint # ********
Dear, **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. As previously stated, The Home Depot Online Escalation Team has verified that the missing merchandise was delivered on November 26,2022, to the customer address provided. Furthermore, the customer has been provided with the process on how to move forward with her dispute.
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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31008001Customer Answer
Date: 01/04/2023
Complaint: 18566183
I am rejecting this response because: The box was delivered with one item out of two. Home depot took my money and did not provide me with the entire purchase. They refused to send me the item I paid for. Home Depot stole my money and their response to the negligence in not sending my item (after multiple contacts, where I told it was sent separately) was to file a dispute with my credit card. All I wanted was the batteries that I paid for.
Sincerely,
*************************Business Response
Date: 01/06/2023
January 6, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Complaint # ********
Dear, **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. As previously stated, The Home Depot Online Escalation Team has verified the missing merchandise in question was delivered by *** on November 26, 2022, at 1:18pm to the customers address. Furthermore, the customer was informed by our Online Team the claim was denied and she could dispute charges with her credit card company due to the order showing delivered.
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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31008001Initial 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.
Purchased 09/15/2022 Installed 10/11/2022 After installation carpet does not resemble product on display in store. We have been complaining since day one and constantly asking for someone from the store to not take our word but to come look at it. A independent inspector was sent who just determined there was no manufacturer problem. We have followed all steps the company wanted and now they want a 25% restocking fee. We are willing to pay a difference, in there is a difference in cost for a different carpet, one that resembles what is picked out, but not an additional 25% and we would not have any carpet at all.The carpet was installed in living room, hall and master bedroom. The carpet shows every footprint, including those of the cat. All the footprints look like dirty footprints. In the same room the carpet looks two different colors. One side looks the color it is and the other side looks like buckets of sand were thrown all over. Now we want this resolved. We still don't have our furniture in the house, we literally have 2 chairs in the living room and our mattress is sitting on the floor ******************** for them to resolve this problem. All we ask is for them to work with us and not expect us to pay $841 in restocking fee.Business Response
Date: 01/16/2023
January 16,2023
Attn: ***********************
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 valued customer may have experienced regarding their carpet installation.
The Home Depot is currently reviewing this case and has reached out to all parties involved.Our store leadership team will be handling this complaint. All information for this case has been forwarded to their branch office.
Our team denied **************** offer of a check for $135.00 and to pay off his Home Depot card to a zero balance with a statement showing the zero balance. However, the customer was offered a refund for $2,523.40 to his original form of payment and a gift card by the Home Depot for $841.00 as a form of compensation for the restocking fee.
Mr. ******* accepted the offer, and he was issued a Settlement and Release Agreement to which he signed and returned.
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 Depot's 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 should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 02/17/2023
As of February 13th Home Depot still has not credited the agreement amount to the original form of payment.
Would you please follow-up with Home Depot
Thank you
******************************;Business Response
Date: 03/03/2023
March 3, 2023
Attn: ***********************
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 valued customer may have experienced regarding their carpet installation.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Our store leadership team will be handling this complaint. All information for this case has been forwarded to their branch office.
**************** refund for $2,523.40 to his original form of payment has been submitted and will appear on his card within 5-7 business days.**************** has since received his gift card by the Home Depot for $841.00 as a form of compensation for the restocking fee.
**************** was advised to provide a date for the installers to remove the carpet from his home and he informed 3/17/2023. Our installers have confirmed the date and **************** is scheduled for 3/17/2023 between the hours of 8am 11 am.
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 Depot's 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 should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 03/05/2023
Please see the two attached files
Thank you,
******************************;
Business Response
Date: 03/07/2023
March 7, 2023
Attn: ***********************
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 valued customer may have experienced regarding their carpet installation.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Our store leadership team will be handling this complaint. All information for this case has been forwarded to their branch office.
**************** refund for $2,523.40 has been processed and should appear on his credit card statement. As previously stated **************** has since received his gift card by the Home Depot for $841.00 as a form of compensation for the restocking fee. Our installers have confirmed the carpet removal date is scheduled for 3/17/2023 between the hours of 8am 11 am.
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 Depot's 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 should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:12/12/2022
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 dishwasher online from Home Depot. Appliance was delivered on time and no problems. My current dishwasher suddenly started working, so I did not need this ******* Dishwasher. Contacted their customer ********************** "virtual assistant" within the 48 hr time window. Explained the situation in detail to them. They stated that they would have to get approval from ******* to return the appliance which was today Monday Dec. 12th. I spoke with the manager at 2 separate Home Depot stores in close proximity to my home and they state it is not returnable to their store because it was purchased online which is a separate entity than their retail stores.I was then transferred to ******* from the resolution center and he stated that the appliance is not returnable under any circumstances because it has passed the 48hrs window. I told him that I tried contacting someone, but again only had interaction with the virtual assistant. He adamantly stated again the dishwasher is not returnable. Being extremely frustrated and upset, I do not understand how if I purchase an item from a reputable retail store how this cannot be returnable. There is absolutely nothing wrong with the appliance and the box is not open. This completely destroys the trust and reputation that I have in Home Depot stores. I have never had any issues up until now. This is all because they use ******* as a third party vendor which is not warranty their product and return.I have taken snapshot pictures of the checkout process. It does not say anywhere that this appliance is not returnable under any circumstances. Only the 48hr policy.Business Response
Date: 12/16/2022
December 16, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
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 regarding his purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who advised the store has agreed to allow the return of the dishwasher as a one-time customer ********************** gesture. ********** will be responsible for bringing the unit to the Store.
With that being said, The Home Depot considers this matter 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 should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 30991451
Initial Complaint
Date:12/12/2022
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 an exterior door with installation and handle set on June 19, 2022. They scheduled the measurements for Aug 10 and I paid in full with the custom measurements Sept 1. The door arrived mid October and they scheduled me for a Nov 8 installation. The installer arrived with the wrong door handle and lock set (a significantly cheaper one than I had paid for). Rather than allowing me to go buy another one while he installed the door, he took the door and left and wouldnt return my phone calls. I called Home Depot the next day and they rescheduled me for Dec 8. The installer did not show up or call Dec 8. When I called, he said hed have to reschedule AGAIN. I called Home Depot that day and told them to cancel the installation, and deliver the door. They agreed to deliver it Dec 12, so I took a third day off work, only to have them not show up. I called the store 3 times, spoke to a manager and left a message for the General manager. He has yet to call me back. They have now rescheduled me a fourth time and I have no faith that I will receive a door. The price of the door has not been refunded to me and the manager is dodging my calls.Business Response
Date: 01/10/2023
January 10, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
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 regarding her purchase with our company.The Home Depot has reviewed this case and offers the following resolution.
The Home Depot partnered with the Store Team, who advised the customer's ****************** was completed and provided compensation in the amount of $200.00 for the delays and inconveniences.
With that being said, The Home Depot considers this matter 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 should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 30991461
Customer Answer
Date: 01/11/2023
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:12/12/2022
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 a $4101 order #WB31260488. Part of the shipment was delivered to our home, broken, sink base was cracked. After many calls HD offered to have *** ship it back to them. After 1.5 weeks in our driveway no one came. I dropped it off at the store and it was then lost. Still no refund. Next I opened the frig, it had been hit multiple times with what looked like a hammer up and down the side. We were offered a discount and they reordered it. Wrong color and they shipped it to a store 2 states away to **************. I was told that was my problem. Next our farmhouse sink was damaged and same thing, no refund, they said they were applying a discount. Still no word. I have been on the phone to SC store, and the online ordering multiple times where nothing has been resolved. They tell me I have notes on my account and order but each time its me repeating the story with no product or refund. They keep reordering and charging my credit card, still haven't seen a product or a refund on the damaged ones.Business Response
Date: 12/21/2022
December 21, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
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 regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who advised the customer was provided a 25% discount due to damage goods and store experience. A new order (CP54878201) was also placed as well.
With that being said, The Home Depot considers this matter 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 should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 30991453
Initial Complaint
Date:12/12/2022
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.
January 20th, 2022,. I recieved a ** washtower I purchased from Home Depot that quit working shortly after delivery. I have documented over 25 phone calls from me to ** to resolve this issue and about 7 emails. I was both called and emailed that no repair was available and ** would refund my money plus include a laundry allowance for my costs. I was told that on December 7th I would receive a resolution call. But no one called on that date.** has dropped the ball and left me without funds to purchase a working washer/dryer. The hours I have spent on the phone trying to resolve this issue total 32! Without your help both home depot and ** are escaping from their responsibility to provide what I have paid for and not received: A working washer/dryerBusiness Response
Date: 01/11/2023
January 11, 2023
Sent Via Email
Attn:***********************
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 defective range appliance.
We reached out to the customer who advised seeking a replacement for their defective range.Customer does not want a replacement. Customer will need to sign a settlement and release authorization form. We are in communication with the customer and will continue until resolution is met to customers satisfaction.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
SF Case # ********Customer Answer
Date: 01/12/2023
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. Home Depot has offered me $2000.00 to cover the refund of the washer/dryer and to compensate me for my costs at the laundromat. If they do follow through with this offer and actually send me a check so that I can purchase a new unit, I will let you know. So far, Home Depot has not followed through with anything they have said, so I do not consider the matter settled until they actually do what they say, While this issue is not currently settled, I am in hopes, with your help, that Home Depot will actually refund the money as they promised long ago.
Sincerely,
***********************Initial Complaint
Date:12/12/2022
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 11/14/22 I placed an on-line order for appliance due the the unsatisfactory experience at *********** store. The online order gave me an expected delivery date of 11/21 until I added the *************** changed to 11/29. I place a note asking to delivery on 11/21 if possible. I went back into the system & saw if ordering the dishwasher alone it gave 11/21 date. I called in the next day & asked about it & the associate checked & was able to switch to 11/21. I was very happy & excited. Then two days later I received an email with delivery date 11/29. Now I'm told there's an issue with my ******************** is 29th. Then after checking further I was told they will bring all but microwave on 11/21 & microwave on 29th. I was disappointed. I went online to see if delivery date change but it was showing 29th. Called in spoke to manager was inform everything is coming on 29th. Now totally disappointed with all the incorrect info. It was suggested I cancel order & purchase with possible price match Lowes. Unfortunately, I got the line of a credit with HD & didn't want to start **************** or run my credit again. Now I'm disappoint & feel stuck as I won't have item before Thanksgiving. Then two days later 11/19 I get notice of delivery for 11/26. I called in spoke with manager about my unsatisfactory unexperienced & ask how do HD plan to make this better ask if they would install the ********************** at no cost. She said she would add to order & also give me compensated for problems. Deliver date, they arrive, started bring items in, stated no knowledge of install, I called & he called then he agreed to do. Then went outside & came back changing his mind. I called company trying to resolve while he was here. Manager placed me on hold, then return to phone but never said anything- the call went to a survey. I called back for resolution. The delivery person went outside & left without installing other items. They rescheduled install & callback.Business Response
Date: 12/14/2022
December 14, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
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 regarding her purchase with our company.The Home Depot has reviewed this case and offers the following resolution.
The Home Depot partnered with our Online Executive Team, who offered 50% off the total order due to the customer mentioning her stove was chipped on the bottom.
With that being said, The Home Depot considers this matter 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 should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 30991462
Initial Complaint
Date:12/12/2022
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 bough a dishwasher from home depot and paid for delivery and installation. Upon delivery the company said they did not have the parts to install the dishwasher with them and left. I received a refund a day later for the installation fee. The dishwasher was cosmetically damaged and the interior drawer tracks were broken so I received a credit for that. They also did not leave me with the trim pieces for the dishwasher which according to the inventory I should have been given. I ended up having to order my own parts to install the water and drain line which took two days to come in and I had to install the dishwasher myself only to find out the dishwasher did not work at all. I contacted home depot again immediately and they will not take back or give me an exchange for a dishwasher that works. I spent almost $700 for a brand new appliance that doesnt work and they said they cannot help me because it is past the 48 hour exchange period. Had they installed the dishwasher on time like I paid for I would have known the dishwasher was broken before this time period but they were unable to understand that.Business Response
Date: 12/28/2022
December 28, 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 Escalation Team called and ********************************** regarding her order #WB30906002 on December 28th. At this time, we issued the customer compensation for out-of-pocket cost to a third-party.
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: 30991464Initial Complaint
Date:12/12/2022
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.
Last July I purchased 29 dollars worth of merchandise. I was offered a home Depot credit card and I used the credit card for my purchase. About 5 months later I started getting calls from Citibank they said that I didn't pay for the card and for late fees for the home Depot purchase. I never received a invoice at my address. So I called home Depot and asked him why I was being charged over $100 on charge that I had forgotten about. They told me that I was charged late fees and penalties because I had not paid the invoice. They agreed to wave the extra charges and late fees and I paid what I thought was the charge for the item that I purchased in July. I received an email recently saying I owe over $80 on home Depot purchase I made in July 22. I was confused because I thought that was taken care of, so I called today and asked what happened. They told me that they couldn't waive those fees again for whatever reason they wanted continue waiting on hold while they tried to figure out what's going on so I just told him they could send but this is possible for the report it's charges against my credit.Account ending in ****Business Response
Date: 12/13/2022
December 13, 2022
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ********************* / BBB Case # ********
Dear ***************:
We acknowledge the receipt of BBB ************************************** behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, *************************** will receive a response directly from them.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
*********************************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 12/13/2022
Complaint: 18563444
I am rejecting this response because: this is not a conclusion to the problem.
Sincerely,
*********************
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