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.
- 3,465 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.
Dear BBB,I am filing this complaint regarding a large carpet installation project (order H2509-488204). This was more than $7000 project, expected to be installed over 1.5 days. However, HDs vendor American Carpet, rushed the job with many hazardous mistakes and completed installation in couple hours. The job crew did not even wear shoe covers and dirted the newly installed carpet. For cleaning, HD has kindly refunded some charge. The biggest mistakes were large nails popping out from carpet in many places. These nails have injured many people in the home. Two doors were reinstalled after carpet without readjusting, now we cannot open those doors in the home. HD is offering to resend the crew. However, we have cleaned and sanitized the home. We do not want to open the home to new contractors again. I am requesting that HD please send a person to inspect all mistakes and then refund for repair. I have a handyman crew that follows all safety and cleaning protocols. I want that crew to repair these mistakes. Our estimate for fixing the nails and doors is around $950.
Business Response
Date: 12/16/2022
December 16, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* ******************************************************************************************** 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 his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Install Team, who advised ****, our Market Support Manager, was at the jobsite on 12/15 to try and resolve the customers' issues. The customer would not allow **** to resolve his issues by tapping down the tacking strips and adjust the doors. The customer asked **** to leave his home. We tried explaining the tack strip is needed on all carpet installations over padding. Depending on the thickness in the pile on the carpet, you may have to tap down the pins in a doorway or on steps. If you tape the pins down on the entire room, you lose your stretch on the carpet.
With that being said, The Home Depot considers this matter closed, as the customer will not allow ACS to resolve.
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 #: 30985846
Customer Answer
Date: 12/16/2022
Complaint: 18559263
I am rejecting this response because:
Dear BBB,Home Depot has submitted false statement. ***** appointment was to inspect the hazardous installation of the carpet. I had very clearly communicated that home has been sanitized and only crew that follows safety protocols can repair the hazardous installation. HD rep kept insisting that we should wear shoes on the carpet to avoid bruises. He also clearly stated that that they made no mistake in leaving large popping mails in walking areas. This is highly unacceptable and unprofessional.
American carpet will not own their mistake because that would jeopardize their contract with Home Depot. It is a shame that Home Depot has left us with a hazardous installation.
I am requesting BBB, to please ask Home Depot to send Home Depot employee to inspect (not American Carpet). Or, please send an independent certified inspector who can assess the danger and risk for the large number of nails left popping in the home.
I got a call from **** from HomeDepot today at 4:30pm. I left him a voicemail at 4:32pm. I am not sure why my communication was disregarded.
Business Response
Date: 12/19/2022
December 19, 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 Install Team, who advised the customer was contacted with the District ******************** Manager (***************************) and agreed to compensation in the amount of $300.00. Once the agreement letter is returned signed, payment will be processed.
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 #: 30985846
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.
Purchased carpeting from Home Depot (one room). Carpet is currently under warranty still. Spoke with Home Depot, sent pictures of my carpet that is falling apart by the day and they submitted a claim to the manufacturer that supplied this carpet. The manufacturer denied due to age of the carpet YET it is still under their warranty timeframe, which was verified by Home Depot and the manufacturer. Home Depot is not honoring my carpet warranty. I would like this carpet replaced. How do you trust a store that assures you of their wonderful carpet warranty at the time of your purchase and then they leave you high and dry when the product fails while under their warranty still. How awful!! Home Depots quality in every area has unfortunately diminished greatly.Business Response
Date: 12/22/2022
December 22, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: ***********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
Due to the age of the carpet and damage, the vendor has denied the customers warranty. The vendor has provided documentation to support the denial and referenced pages 4-5 regarding cleaning the carpet every 18 months and page 6 under exclusions that explains the snag. The warranty documentation has been attached.
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: 30978703Customer Answer
Date: 12/22/2022
Complaint: 18559001
I am rejecting this response because:
Sincerely,
***********************Business Response
Date: 12/27/2022
December 27, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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.
Due to the age of the carpet and damage,the vendor has denied the customers warranty. The vendor has provided documentation to support the denial and referenced pages 4-5 regarding cleaning the carpet every 18 months and page 6 under exclusions that explains the snag.The warranty documentation was attached in the previous response.
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: 12/27/2022
Complaint: 18559001
I am rejecting this response because: I was never told about the professional cleaning requirement when purchasing and asking about the carpet warranty. This was a sneaky clause they had in the warranty that they dont tell consumers about. Also, I do have my own professional carpet cleaner that I regularly cleaned this carpet with. I never would have purchased the carpet from Home Depot had I known about this when inquiring about the warranty. Buyer beware when purchasing carpet from Home Depot. Their customer ********************** is poor at best and their warranties are deceptive to the consumer.
Sincerely,
***********************Initial Complaint
Date:12/11/2022
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-line purchase from Home Depot site * Order Number WB32702762, Dewalt 12" Double Bevel Sliding Compound Miter Saw * On-line advertisement and email confirmation from Home Depot shows "Free Gift Miter Saw Stand"* Store identified as store filling order was the ****************, **** Home Depot * Miter saw received today, 11 Dec 22. NO stand was included in shipment ($229 value according to advertisement)* Contacted the Home Depot Customer ********************** number provided with the invoice *************; I assume this is the corporate customer ********************** number) and I also contacted the St. ****** store phone number and asked for Customer **********************.* ******************** Customer ********************** said that the sale was over and there was nothing she could do. She told me I could contact ****** even though the advertisement was from Home Depot. She then told me I didn't order it correctly (false!). The lady in **************** said that this was a corporate sponsored item and she couldn't help me at all.* It's a typical Christmas Time fraud used by large companies to get out of supporting their ads.* I've since order a stand from Lowes and it should arrive the 15th.If BBB can do anything, a refund of the $229 supposed free gift I just ordered from Lowes would be appreciated.*Business Response
Date: 12/22/2022
December 22, 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 **************************** on December 22nd regarding his order #WB32702762. At this time, the customer requested a follow up after the holidays. ****************** advised he is not sure if the gift is included in the packaging.
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 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
Phone: ***********************
Case:30978698Customer Answer
Date: 02/10/2023
I can only shake my head in disbelief when I read the response from an Executive representative of Home Depot (*********************).
Here are the facts of this procurement and fulfillment thereof:
1. Home Depot advertised a Dewalt radial/miter saw. In that advertisement Home Depot stated that the buyer would receive a free Dewalt stand for the saw. This free offer was stressed in a "Star" prominently displayed on the advertisement!
2. I ordered the saw and stand. Home Depot accepted my order and payment - thus a Contract was entered.
3. The saw was sent to me, but the stand was not included!
4. I called both the **************** **** Home Depot store that shipped the saw and the Corporate Customer ********************** lines regarding this. The **************** store rep stated that this was corporate's problem, and she could not and would not help me. The corporate service representative stated that I didn't select the item when I ordered the saw. I disputed this claim and stated that I followed the on-line instructions for buying the saw and selecting the free gift (Dewalt stand) - she then stated that she couldn't do anything more to help.
5. I filed my complaint to both the **** and Georgia BBB offices. In that complaint I provided a "Copy of the invoice that was provided by Home Depot which clearly shows in a bold star on the face of the invoice that a Free Dewalt stand would accompany the purchase"!!
Since the stand was not provided with the shipment and the customer representative for Home ********************** would not help me with my claim, I consider this a Breach of Contract which Home Depot entered in Step 2 above.
6. On December 22 Home Depot reached out via a phone call to get clarification of my claim. Based on ************************* response to BBB Georgia, I'm assuming the representative was ******************* She asked if I received the saw. I said I had received the saw but not the stand. She then asked if I received the accompanying "clamp" and "guide". I told her that I assumed they were in the box but since it was a Christmas present the box was still closed and thus wasn't positive that they were in the box. ********* (assumed HD representative) offered to call on 26 December to validated that the clamp and guide were included with the saw.
Somehow the "executive team" at Home Depot is claiming this offer by ********* deals with the Dewalt saw stand. This claim by HD is a bold face lie and misrepresents the facts.
7. As the final insult from Home Depot, their response sent to BBB Georgia never made it to me (the customer and complainant). ******************** had to provide a copy of ************************* response so I could be informed of Home Depot's "investigation and review". So very unprofessional of a large US Corporation.
The Findlay residence never received the stand that was offered in advertisement and promised contractually by Home Depot's acceptance of my order.
BBB needs to fully understand that Home Depot is not honest in their dealings and do not have a stellar customer ********************** attitude or intent.
I do not consider Home Depot's response in anyway responsive to the BBB complaint in question. Very disappointed and unsatisfied!
Regards,
*************************
Business Response
Date: 02/20/2023
February 20, 2023
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 spoke with ***************************** regarding order # WB32702762 on February 14th . At this time, we emailed the customer explaining the order in detail. We discovered that the online order only included the DeWalt Miter Saw Blade Wrench and Material Clamp. On the Home Depot website, the Saw is sold separately under model number DWS779. The online order he made matches the same model number. We do display a package deal for $410.97 that includes the Heavy-Duty Work Stand (model# DWS716W725B). Mr. ************* have ******************************************************************************************************** error.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (*************** @ *************************).
With that being said, this matter is still in progress and being monitored until the delivery is made successfully.
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: 30978698Customer Answer
Date: 02/22/2023
Complaint: 18558530
I am rejecting this response because:1) Once again Home Depot has MISREPRESENTED the actual claim and has yet again LIED to BBB as to their contacting me. No phone call was ever held on 14 February with me nor did I receive any email correspondence from Home Depot. Both claims by Home Depot are 100% FALSE!!
2) I ordered a Miter Saw. The saw included a guide and a clamp as advertised.
The item missing was the promised Saw Stand as a gift.
When the representative from Home Depot originally contacted me by phone on 23 December she asked if the miter saw included the guide and clamp as advertised. Since the saw was I Christmas gift I told her I assumed the two items were in the box with the saw but I could verify for sure if they were in the box. I did however point out that Home Depot did not provide the promised Miter Saw Stand as noted both in the advertisement and the sales receipt provided by Home Depot.
3) If BBB looks back at the original claim issued in December 2022, the claim was for a claim of $200+ (the value of the promised stand) since Home Depot was unwilling to to provide the stand to complete the Christmas gift, for which I bought the stand from ******.
The Home Depot representative that provided this latest response to BBB is a clear example of Home Depot's lack of honesty and integrity. Totally misrepresented the claim and therefore has completely missed the proper corrective action.
How can I as a consumer be satisfied with a response that doesn't deal with the facts of the order? It's clear that Home Depot has no intent of offering a real solution.
I simply ask that BBB rate Home Depot as a less than professional company when providing consumers across the US with input about this BBB registered company.
What a joke!
Sincerely,
*************************Initial Complaint
Date:12/11/2022
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.
A bought a refrigerator from home depot 06/2020 and I paid for the 5 year extended service plan and the refrigerator broke down and they're not standing by their extended warranty that I paid fo. I filed the claim on December 2nd and here it is 2 weeks later and they still have not fixed it. They just keep saying that asurion is working with ** and they can't find a repairman in my area. I've lost over 500. In meat. The left me a vm messege saying they sent me a gift card for a tiny compact fridge. I WANT MY REFRIGERATOR REPAIRED OR A NEW REFRIGERATORBusiness Response
Date: 12/19/2022
December 19,2022
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.
Our online executive escalation team has been in contact with customer. Customer received a call from a technician who stated that they will be back next week and will have an answer for a buy out.Our online team is awaiting response from ** about claim that was filed.
Case will remain open until there is a 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,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:12/11/2022
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 asked why the West ******* Home Depot store charged 2 eco fees plus taxes on a gas snowblower I bought on Nov. 20. The assistant manager did not know. On Nov. 23 a store employee phoned & lied that 1 eco fee was because it was gas powered & the other was because it has an electric start. I advised Home Depot this was a lie because there were no eco fees when I purchased the same snowblower from homedepot.ca on Nov. 16 & there is no gas snowblower recycling program in **.On Nov. 7 Executive Escalations confirmed that the store lied on Nov. 23 & that a computer glitch caused *********** to be fraudulently charged eco fees.Executive Escalations said the store would refund the fraudulent eco ************* But I have emailed the store manager 4 times & received no response or refund.Home Depot has no plan to identify, **************** the fraudulent eco fees to other clients.Home Depot repeatedly offered additional compensation for lying & the endless unacceptable lack of customer **********************, which has unnecessarily consumed my valuable time. But none has not been provided. Home Depot wants a non-disclosure agreement.The snowblower bought on Nov. 20, 2022 has 2 deficiencies that prevent it from being used. The right tire will not hold air & the first time I tried to use the snowblower the pin that connects the Chute Rotation Handle shaft to the Discharge Chute Deflector gear box fell out & was lost in the snow.I have contacted Home Depot chat agents 3 times, the store manager 4 times, ******************************************** 18 times, Executive Escalations 6 times & the U.S. Head Office without any resolution to 39 numbered issues, questions & requests. By what date will Home Depot: rectify the 2 deficiencies which prevent the snowblower from being used; refund the fraudulent eco ************* provide the additional compensation offered; & resolve, answer & fulfill each of the 39 numbered issues, questions & requests, in writing, by email?Business Response
Date: 12/20/2022
December 20, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: ***********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
This customer expressed a number of concerns regarding a snow blower he purchased. Following communications with the customer, ********************** has:
-Delivered a fully assembled replacement snow blower and collected the old snow blower from his home, at no cost to the customer;
-Refunded the eco fees and taxes he paid and provided a $65 gift card as a token of our appreciation for taking the time to express his concerns to us;
-Clarified that no non-disclosure agreement is required in regard to The Home Depot addressing the customers concerns. The customer advised that an associate requested this from the customer in error, and we apologized to the customer for the confusion;
-Provided a response in writing to the customer.
********************** strives to provide a positive customer experience. We regret this customer experienced inconvenience and frustration regarding the snowblower he purchased and in his communications with us. We believe we have done what can be reasonably expected to address this customers concerns, and we hope he will afford us the opportunity to meet his home improvement needs in the future.
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: 30978713Customer Answer
Date: 12/20/2022
Complaint: 18555006
I am rejecting this response because:Home Depot has not refunded the fraudulently charged eco fees and taxes, as their Dec. 20 response falsely alleged.
I provided Home Depot on Nov. 21 with the Nov. 20 receipt showing the fraudulent eco fees. I have repeatedly asked the West ******* Home Depot manager ***. **************** to have his staff scan the bar code on the receipt and refund the fraudulent eco fees and taxes to my American Express. Home Depot refused.
The Home Depot Dec. 13 email asked if I wanted Home Depot to refund the eco fees and taxes by cheque. I responded yes in my Dec. 14 email and asked Home Depot to mail the eco fee refund cheque with the Home Depot gift card. But I have not received a cheque to refund the eco fees and taxes.
The Home Depot Dec. 20 response is also purposely misleading by stating: Provided a response in writing to the customer.
Home ********************** written responses have repeatedly failed to resolve, answer and fulfill almost all of the growing list of 49 numbered issues, questions and requests.
My Dec. 14 email to Home Depot reminded Home Depot that the case cannot be closed until each of the 49 issues, questions and requests have been resolved, answered and fulfilled.
Including identifying, contacting and refunding fraudulently charged eco fees and taxes to all the customers affected by the alleged computer glitch.
Home Depot has no plan to identify, contact and refund the fraudulent eco fees and taxes to all the customers that were fraudulently charged eco fees due to the alleged computer glitch.Sincerely,
***********************Business Response
Date: 12/23/2022
December 23,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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.Thank you very much for providing the customers additional feedback. Please allow us to clarify the following:
The customer has been issued a refund for the eco fees and taxes as he requested. As discussed with the customer, the refund is being issued by cheque and sent to him by mail delivery. Mail delivery can take up to four weeks, so it is possible the customer may not have received it yet. However, we have confirmed that the cheque has indeed been issued.
The possibility of a refund to the customers credit card was discussed with him. We advised him that we would be happy to process a refund to his credit card, but to do so he would need to attend the store as we are unable to refund a customers credit card without their attendance in store to present their credit card, and that if it was inconvenient for him to attend the store we would be pleased to issue a cheque and mail it to him. The customer advised he preferred to receive a cheque by mail. It appears the customer is under the impression that a ********************** card refund can be issued remotely; however, we are not able to issue refunds remotely.
The gift card was couriered to the customer. It is possible the customer had not yet received it at the time of his response,but we understand it has been delivered.
As the customer has received a new snow blower,the refund at issue has been processed, and the gift card has been delivered,The Home Depot considers this customers experience concluded and fully resolved.
Again, we regret this customer experienced inconvenience and frustration. We believe we have done what can be reasonably expected to address this customers concerns, and we hope he will afford us the opportunity to meet his home improvement needs in the future.
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: 30978713Customer Answer
Date: 12/23/2022
Complaint: 18555006
I am rejecting this response because:The ********* lied in both their Dec. 20, 2022 and their Dec. 23 responses.
The Home Depot Dec. 13 and Dec. 23 allegation we are unable to refund a customers credit card without their attendance in store to present their credit card is another lie.
As stated in my Dec. 14 email to Home Depot, Home Depot does not require a customers credit card to issue refunds. Home Depot has frequently processed refunds without my credit card, by simply scanning the bar code on the receipt.
As stated in my Dec. 20 BBB reply to Home Depot:
I provided Home Depot on Nov. 21 with the Nov. 20 receipt showing the fraudulent eco fees. I have repeatedly asked the West ******* Home Depot manager ***. **************** to have his staff scan the bar code on the receipt and refund the fraudulent eco fees and taxes to my American Express. Home Depot refused.
The Home Depot Dec. 13 email asked if I wanted Home Depot to refund the eco fees and taxes by cheque. I responded yes in my Dec. 14 email and asked Home Depot to mail the eco fee refund cheque with the Home Depot gift card. But I have not received a cheque to refund the eco fees and taxes.
Home Depot allegations in their Dec. 20 and Dec. 23 responses to the BBB that I have been refunded the fraudulent eco fees and taxes are lies. Home Depot allegation that the refund cheque is in the mail is unreliable and unbelievable after endless lies by Home Depot. I asked Home Depot on Dec. 14 to include the eco fee refund cheque with the gift card. Home Depot did not.
Even worse, Home Depot also has not refunded the likely tens of thousands of dollars in fraudulently eco fees and taxes fraudulently charged to likely thousands of other Home Depot customers.
Since Dec. 7, my emails have repeatedly asked Home Depot what date the computer glitch began that fraudulently charges customers eco fees and taxes, the date that it was fixed, how many stores were affected, how many customers were affected and how Home Depot plans to identify, contact and refund the fraudulent charges to the likely thousands of other customers affected.
Home Depot has refused to answer each of these numbered questions. Home Depot has no plans to refund the likely tens of thousands of dollars of fraudulent charges to all the other customers that Home Depot fraudulently charged eco fees and taxes. Home Depot plans to keep the likely tens of thousands of dollars of eco fees and taxes fraudulently charged to likely thousands of other customers.
Home Depot has also refused to resolve, answer and fulfill almost all of my 49 numbered issues, questions and requests.
As stated in my Dec. 20 BBB response to Home Depot.
My Dec. 14 email to Home Depot reminded Home Depot that the case cannot be closed until each of the 49 issues, questions and requests have been resolved, answered and fulfilled.
Including identifying, contacting and refunding fraudulently charged eco fees and taxes to all the customers affected by the alleged computer glitch.
Home Depot has no plan to identify, contact and refund the fraudulent eco fees and taxes to all the customers that were fraudulently charged eco fees due to the alleged computer glitch.
Home Depot just keeps ignoring the long list of unresolved issues, unanswered questions and unfulfilled requests.Sincerely,
***********************Initial Complaint
Date:12/11/2022
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 into home depot about 2 months ago to purchase appliances. The appliance saleslady told me that they have specific models in stock and if i order today i can have them delivered the following week.She also convinced me to apply for the home depot credit card to make the purchase because of financing benefits.Little did i know that she was lying and nothing is in stock. Numerous times on the phone i was told by home depot appliance reps that they have everything else and waiting for dishwasher from ******. THey kep delaying using dishwasher as excuse. Finally 2 weeks ago i cancelled the dishwasher and asked them to send the rest as they had them ready. Still 2 weeks later nothing!. This is a joke. I only made the purchase because i was told they are in stock. and now i have a whole kitchen built around the dimensions of these appliances.I was charged on the home depot credit card on oct 21st for the full amount. However till date i have only received the laundry machine.Why am i making payment for items i have not received? i should not have been charged until they shipped out. I should not have been lied to numerous times over this. This is theft in my opinion taking money and not providing a product.Except for that, many items i have ordered from home depot have been delivered damaged, missing parts, or complete wrong item in the box ( used old random item ).On top of that, i have posted a video online and tagged home depot with how i get treated when i go to home depot to complain about missing pieces. Your location at ****** and ********************* is terribly managed. Poor customer ********************** and they talk to you like scum even though you spend 10,s of thousands of dollars there. I expect some compensation for all the stress and time wasted going back and forth to get what i paid for.here is the link to the video https://m.facebook.com/story.php?story_fbid=pfbid0V45Rqp1Eo1W5jLMhon8T4uoESKwsvb67GQAfsuocYGz9sKkf2EzXqSHq8Pemshkql&id=*********&mibextid=0cALmeBusiness Response
Date: 12/22/2022
December 22, 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 customer's appliance order has been delivered on December 20, 2022
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:12/11/2022
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 11/16/21, I ordered kitchen cabinets and counter tops for a remodeling project. The cabinets were delivered on 02/04/22, when the issue was discovered - within the last 12 months. Cabinet BWBB18-2 - wastebasket cabinet was not manufactured correctly. I notified Home Depot on 02/11/22 and have been attempting to get resolution since then without success. I am requesting a refund on the cost of the cabinet, taxes, and freight. There is much more detail in the attached word document - J ******* Cabinet.pdf explaining the issue and justification of the request for refund.Business Response
Date: 12/21/2022
12/21/2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: ***************************/BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our 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. The Home Depot District Service Manager ****** confirmed customers installation was not completed by Home Depot, however we did pay for the customers inspection when concerns arose. After the inspection, American Woodmark paid for replacement parts for the cabinets to address our customers concerns, although the problems were reported until after the 90-day window. Our customer has been offered a gift card in the amount of $350 for his inconvenience.
With that 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,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 01/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. While some of the information provided by Home Depot in response to the complaint was inaccurate and the manufacturing issue was not resolved, I accepted their offer of a $350 gift card for the inconvenience and will address the faulty product on my own behalf.
Sincerely,
***************************Initial Complaint
Date:12/11/2022
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 an item from Home Depot website on 11/30 delivery expected on friday 12/3 According to tracking reached ******* on 12/3 at 4:57AM and then a delivery delay has occurred shipment delay, date has been updated it is now 12/10 almost 12/11. Still no delivery. The package is obviously lost. Home Depot said they cannot refund or replace the items until we receive the package. Home Depot order # WP53497112 OnTrac #: C12151106077097 Total: $436.91Business Response
Date: 12/12/2022
December 12, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Case #: 18556582
Dear *************:
We acknowledge the receipt of the BBB Case #: 18556582.
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 Executive Online team,who provided a refund to the customers original order and provided a no cost replacement.
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
CUSTOMERS FIRST
Resolution Expediter-Executive Escalations
Phone: ************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Initial Complaint
Date:12/10/2022
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.
Bought Giftcards at Homedepot for clients and proceeded to check out.Cashier rung in items etc totalling $227.82 (Gift cards/light bulbs).Paid using Debit card and transaction approved (Seq 725902713001)Activation declined on 2 x $50.00 Gift Cards (decline code 0099)Cashier (******* on receipt) essentially ran away - left the area - could not be found etc.Went to returns desk (Cashier Majid at desk) explained above and showed receipt.******* summoned to returns desk etc.I asked for refund of full transactions - items handed over to refund deck (light bulbs/ Gift Cards)Store "Manager" called named **** (different than receipt that reads: *******************).Only partial refund provided (despite declined Gift Card codes 0099).Manager **** explained that activated Gift Cards cannot be refunded.My explanation did not help him in understanding that I was/am in doubt that Gift Cards will not function.Was told that he would offer twice the value of the Cards (he cannot make such a promise - and just wanted me to go away).Left store with partial credit and feel that I have been robbed (no better of putting it) for the partially incompleted refund ($105.95).Would really like a competent explanation and refund for the above transaction.Tansu ErginsavBusiness Response
Date: 12/16/2022
12/16/2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: **************/BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our 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. The Home Depot ****** business partner has partnered with our customer to address and resolve their concerns.
With that 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,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 12/19/2022
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:12/10/2022
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 all our appliances at home depot in ****** for our new house 2 years ago. We also purchased the protection plans that the manager suggested. 6 days ago our ******* washing machine stop pumping out during the spin cycle. I called the Home Depot number to have it serviced. It was on a Monday and they said Cone appliance services would be at my house Saturday between 10 am and 12 pm to repair it. No one showed a contact number sent to me on Friday had no one answering so I left the message that my wife and I would be home all day because we needed our washing machine. I contacted the service warranty department since time had passed and found that the Cone appliance repair was located in ********************. , 2 1/2 hours a way. I live in *********** they are in *******. The agent said he would contact them again on Monday. I then call the store that I purchased the appliances and talked to the store manager *******. She said they had local repair businesses but could not give me a name to one. When I explain that they tried to send someone from ******* to repair my appliance and they did not show up nor answer a call during business hours on Friday the day before she said she was sorry. When I ask for a number of someone local to service my appliance she said I needed to call the service warranty department that tried to schedule a company that is two states away. She was very little help, offered no solutions, and only said she would let the real store manager know about our problem on Monday. Meanwhile we have no washing machine and a warranty they do not honor nor care about. Please do not buy any appliance from these people that you rely on working or being promptly repair. Weve spent over ****** dollars at this store and they could at least give our money back or replace the washer since they have broken their contract in fixing the machine. Maybe they need to try to live without a washing machine for over a week.Business Response
Date: 12/13/2022
12/13/2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: *****************/BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our 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. The Home Depot Online Executive agent assigned to our customers case has reached out to our customer to address concerns. Customer advised he just wanted to be heard and is pleased with taking the warranty route for repair.
With that 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,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********
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