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
- 11,863 total complaints in the last 3 years.
- 3,463 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:12/12/2022
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.
Bought a dishwasher the week of thanksgiving and was set to be delivered and installed on 11/30. The dishwasher was delivered but ******* said a plumber needed to install the dishwasher and would call in 48 hours. My wife has called several times and gets told we are on the list and wait 48 hours. We are going on two weeks now and still no installed dishwasher.
Business Response
Date: 12/20/2022
December 20, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ******************* /BBB Complaint#: 18563448
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer and for clarification on the dishwasher installation. After speaking with the customer,he has confirmed that the ****************** for the dishwasher is complete no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********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.
Order # WP51130530. I ordered an oven, microwave, and dishwasher on November 10, 2022. It was delivered November 18, 2022. The dishwasher that was delivered was not the correct one. I received somebody else's dishwasher and they got mine installed in their home. I have been trying to call and sort this out for the last 3 and a half weeks and all I keep getting told is that they can't get a hold of the person they need to but they will call me back and I never get a call. At first they told me they are waiting on the other person to answer so they can uninstall it from their house and give me a used dishwasher. I was told they could do that Thursday December 1st so I took the day off of work and never heard from anybody. I called them again December 6th and they opened a "ticket" #****** and told me the delivery manager would be calling me within a couple days. I haven't heard anything. I called back today December 12 and was on the phone for 2 1/2 hours before the call "disconnected". They are telling me now that this "ticket" was just assigned today and yet again somebody should be calling me. Nobody can seem to tell me a time frame when they can come pick up this dishwasher that is not mine(still sitting in the box brand new never installed) and when I can get my dishwasher that I was supposed to receive over 3 weeks ago.Business Response
Date: 01/10/2023
January 10, 2023
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 his appliances
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We are currently still working on this case and the customer is scheduled for install on 1/12/23. We will update after install.
With that being said, we do not 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: 01/12/2023
Complaint: 18562179
I am rejecting this response because:You guys are downgrading my dishwasher and I was verbally promised that if I did not like the one I am getting that I could exchange it at no cost for the one I ordered when it comes back in stock(even though on your website it says if I ordered today I would receive it by the 18th of this month) and some compensation. I tried to email *********************** back to get the details in email and still have not had any contact from him at all. I was told I would be getting it delivered on Wednesday the 4th but never received any notification at all about delivery time. It did not show up so I tried contacting ****** again on Thursday the 5th to see what was going on and again no answer or call back but was informed that I would be getting a call by the end of the day. I did not. I was contacted Friday the 6th and set up a delivery date for today the 12th. Again no call about a delivery time and yet again it has not shown up. I was again informed that I might receive it tomorrow because it was not in the system. This is the 6th time that I have to tell my job I will need to take off to accept delivery that never happens. It seems to me like you don't take customer satisfaction very seriously because this has been going on since November. Either that or this is just some big joke.
Sincerely,
*********************Business Response
Date: 01/18/2023
January 18, 2023
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************************ Tower, Suite 900
*******, ** 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 his appliances
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We are currently still working on this case and I have sent the customers rebuttal to the online team to be reviewed.
With that being said, we do not 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:12/12/2022
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 submitted an online order for a heavy duty storage shelf. The order was confirmed and a delivery date was scheduled. I received an email stating that the item has been delivered, but I did not see the item at my front-door or anywhere on my property. I called Home Depot's ************* line on Sunday, December 11, 2022 at approximately 12:15pm PST. The representative I spoke with was not helpful and very dismissive; therefore, I asked to speak with a manager. I explained to the manager that the item was marked delivered but I never received the item. The manager proceeded to tell me to call the delivery company to locate my package and if I can't locate it to proceed with a dispute with my credit card company. This is unacceptable. I purchased an item with Home Depot and if the order was not fulfilled, then Home Depot's responsibility is to locate the item internally and re-assess their relationship with the delivery company. I asked the manager if she could just route the item to the nearest Home Depot location and I will coordinate pick-up myself, but she refused to further assist me. She stated that the order was now closed because it was marked as "delivered." This is the second time I've encountered an issue with an online order and Customer ********************** Representatives cannot be bothered when you reach out for assistance. I would like my order refunded immediately. Order Number: WE11377977Business Response
Date: 12/15/2022
December 15, 2022
Attn: *********************************************** Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Complaint # ********
Dear, Ms. **********;
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 Support Team spoke with the customer and placed a new order to be delivered to him. The customer is satisfied with the resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its 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: 31007919Initial 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.
On December 12, 2022, a new ******* Range and a GE refrigerator were delivered to my home. I paid $2,907.30 and ordered both November 30, 2022. My order #WP53429573. Both were ordered from Home Depot online (******************** location) was listed on the website. After the incident, I tried calling the store and was not allowed to speak to a manager. Instead, I was told that all online orders come through a warehouse the issues were reported via a ***** number.The three repairmen, which I later learned were contracted through Sedgewick, delivered the appliances. As they disassembled and reassembled the old appliances, as well as, put our new appliances together, they were dropping parts and making a lot of damaging noises.When they were done, my husband looked at the new appliances and signed off. As soon as they left, we realized that the old refrigerator was not put together correctly. The freezer door was stuck open and screws were all over the ground. The small amount of food we had was spoiled from having to fix it and get it up to the correct temperature.The new refrigerator freezer door was not put together correctly. We had to move several screws and it was a pretty quick fix. Our range had space around the back. As we looked closer, we saw that the repairmen had put my cutting board over a huge piece of laminate that the had broken off the countertop. There was a big crack in the back of the laminate countertop near the wall seam. Unfortunately, my laminate countertops cannot be matched or repaired, since they were installed in 2014. I have tried contacting Home Depot (store and online). I have called ********* and tried to get a resolution. I cannot get anyone to help.Business Response
Date: 12/22/2022
December 22,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: ***************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customers damage claim has been escalated to Sedgwick for further review and assistance. The claim process has been outlined to the customer by the online resolutions team and he has been advised to reach back out if he should need additional assistance.
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: 12/22/2022
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:12/12/2022
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.
While shopping at Home Depot in October, a cashier convinced me to sign up for their credit card suggesting I would receive special offers and other benefits. It sounded inviting so I applied and was accepted. A few days later I received a Home Depot credit card from a bank I never heard of called VIVE FINANCIAL. My first statement from them totaled $ *****, with a minimum payment due of $ *****. I paid the $ ***** 5 days before the payment due date. In Nov. I made another purchase in the amount of $ *****. On Saturday I received my 2nd statement showing my on time payment of $ *****, my new purchase of $ *****, and a MINIMUM INTEREST CHARGE of $ 2,00. This morning I telephoned VIVE requesting a credit of the $ **** charge as I had paid my account in full and on time. I learned that, even if you pay in full and on time, they have a minimum interest charge of $ **** PER MONTH.WHAT A SCAM!Business Response
Date: 12/16/2022
December 16, 2022
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 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 Citibank, ************** will receive a response directly from them. As of 12/16/22, we are still awaiting feedback from them. However, we will send you an updated response once they are done with the investigation.
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 do not hesitate to contact me if you have any questions.
Sincerely,
Zenae F.
Executive Escalations
Phone: ***********************
Fax:************
Reference Number: ********Customer Answer
Date: 12/16/2022
Complaint: 18561551
I am rejecting this response because: Citibank is NOT involved in this matter. my Home Depot credit card was issued by a bank named VIVE Financial.Clearly Home Depot did not take the time to READ my complaint in full.
Sincerely,
*********************Business Response
Date: 12/20/2022
December 20, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: ********************* / BBB Complaint#: 18561551
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. Supervisor ****** with ************** has spoken with the customer to discuss the terms of his ********************** card agreement. He explained that if he makes monthly purchases using the card then there will be a minimum $2 finance charge. He also informed the customer that this is documented in his ********************** card agreement for him to review. Customer also agreed to having this conversation with the supervisor and has agreed to keep his Home Improvement credit card account open.
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# ********Customer Answer
Date: 12/20/2022
Complaint: 18561551
I am rejecting this response because: THE OFFER FOR THIS CREDIT CARD WAS MADE VERBALLY BY A HOME DEPOT EMPLOYEE THAT STATED THERE WOULD BE NO ANNUAL FEE. THERE WAS NO MENTION OF A MINIMUM $ **** FEE ANY MONTH THAT THIS CARD WAS USED.This is a typical bait and switch and should not be allowed. That it is stated in the cardholder agreement is after the fact of issue and certainly not expected from Home Depot a supposedly community minded company.
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.
Please help me my washer dryer stackable is cracking I've been on phone 2 days now please can u help me I don't know why this is happening I want to talk to someone to fix my cracked machine can u please helpBusiness Response
Date: 12/21/2022
December 21, 2022
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 appliance.
We have apologized to the customer for their inconvenience. Customer was approved reimbursement for the appliance and will receive a check in the amount of $1,433.31. Customer should receive the check in 5-7 business days.
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 # ********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.
Good Day, I am writing on behalf of myself *******************************. Order # WB31906701 I ordered a tool combo set for a Christmas gift. I never received the order. I contacted home depot virtual assistance about 3xs now. I have taken all steps that i was advised of. I was told i could come back today Monday the 12th to ask for a refund since i never received the package. However, since it shows delivered they would not issue refund. But funny part is under it shows delivered and it states operational error. No attempt made ******** scheduled for next business day and still has yet to be delivered. I'm very frustrated as i have made the claim into ***** as i was told to and one of the home depot virtual assistance called ***** who i originally spoke with and confirmed it showed lost package on Monday the 5th. And now i'm out $440 that I paid and no package anywhere. I have all necessary information attached and i am assuming you can see all the virtual chats i made with your company. I even have a ring doorbell with proof nothing was delivered. I would like a refund or a replacement but defiantly a resolution. I am a valued customer with your company and have spent plenty of money and don't want this to be the last i do business with Home Depot.Business Response
Date: 12/15/2022
Home Depot ******, Inc.
Customer Care
2455 Paces Ferry Road
*******, ******* 30339
More saving. More doing.SM
December 15th, 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 tool combo set ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted *********************************** with her online order WB31906701. This order has been refunded to customer and has accepted.
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,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 30985589Initial 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.
The complaint has many issues with many orders made the past three months. Shipping being the main reason on all of them. Ranging from wrong items to damaged merchandise.The order number WB29317560 was all of the above and most of all the customer ********************** was terrible. Often when I called I would wake someone up working from home.The issues should have been documented with Home Depot. The final resolution I was given on this order was to return the damaged table, chairs, and a bench all place in the order for a full refund. 350 pounds of junk is sitting in my home and no one picked it up so I can get my money back. One final attempt before I went on vacation was made on the 11th of December by the local store to pick up the return. I received no call and no show from this method The refund has to be released. Home Depot failed to pick up the junk as promised. I will be on vacation until April 1st 2023 as I made clear to customer **********************Business Response
Date: 12/16/2022
December 16, 2022
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: ***************************/ BBB Case # ********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #: ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and our Online Executive Escalations has contacted the customer and apologized for their recent experience. We have processed the customers refund and will pick up the items once the customer returns from his vacation.
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:************
** Case# ********Customer Answer
Date: 12/23/2022
Complaint: 18559695
I am rejecting this response because: The nightmare continues...2 more issues just in the last few days. No credible customer ********************** by phone to resolve.Attached is copies from the 11 percent rebate for my sliding glass door purchase. The wrong amount was processed and it short in monies to the gift card. This order also took many corrective actions on time and fuel to correct the mistakes. First mistake was that I was given the wrong door. Second mistake is the screen door was damaged by incorrect loading by Home Depot associate at the Houghton Lake store
Attached is a picture showing the wrong item was shipped. Again no customer ********************** resolution. I need the correct products shipped order number WB33999940
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.
In response to the customers rebuttal, this is a new issue. The customer will need to file a new ******************** to address the customers new concerns. We apologize for any inconvenience this may have caused the customer.
Please know that it is *********************** 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:************
** Case# ********Customer Answer
Date: 12/30/2022
Complaint: 18559695
I am rejecting this response because: Please make this complaint viewable to the public and the last response from Home Depot that I need to file a new complaint.
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.
September 12, 2021 We got an oven with clean oven built in. They came and installed it. we paid if off right away. We did not notice it till some months later. We are older and the last oven we had from them was fine. We only cleaned oven about 2 times and when we did is when we noticed no self clean. We have called so many people at Home Depot but they said time has run out and it is our fault we didn"t tell then in the beginning. I have a letter I wrote certified to their main office.. I called a man name ***** a manager at the store he kept telling no one has got back to him. After about 5 times calling him him I gave up. We paid for self cleaning oven and I think they should exchange it for one. We just want them to make it right.I have a copy of the letter I sent to General Manager of customer relations on ********. I am trying to upload all info. but can"tBusiness Response
Date: 12/16/2022
December 16, 2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************ 30303
RE: ******************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
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. We partnered with our Online Team, and they have advised that they have attempted to reach the customer three separate times via phone and email. However, the customer was unreachable.
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: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 online from the Home Depot a GE Portable Dishwasher, Order #WP52549588 for $763.00, plus $135.00 for 5 yr. protection plan on Nov. 23, 2022. The advertisement online showed the dishwasher stands on wheels so it can be wheeled any place and wheeled to the faucet where it is attached with a built in hose. When it was delivered on Dec. 2, 2022, the two delivery men removed it from the huge box and left quickly. I tried to move it to the sink and discovered it had no wheels. Immediately, I called Home Depot and they said the wheels were removed to fit in the box and the deliverymen would return to put the wheels on free of charge because it is not considered installation for which there would be a charge. Home Depot refused my request to return this "defective" portable dishwasher. After many days of calling the Home Depot and promises by their representatives of having the wheels put on, I was referred by Home Depot to an installation company, Droz Contracting on Dec. 10, *************). ******************* came and attached wheels to my dishwasher. I paid him $99.00. I am accusing Home Depot of fraudulent advertising and misleading information and lies, causing me undue distress and expense. I want Home Depot to refund my $99,00 in cash, as well as compensation for delivering an unusable portable dishwasher that sat in my kitchen for over a week!Business Response
Date: 12/19/2022
December 19th, 2022
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *********************** BBB Complaint#: ********
Dear *****************************,
We acknowledge the receipt of the BBB Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalation team offered reimbursement of the assembly fee in the form of a check and compensation for the inconvenience in the form of a gift card.
With this being said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 12/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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