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:12/08/2022
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 have been working with home depot to replace a sliding glass door. the improperly installed caused water damage to the structure of the wood surrounding the door. the door was ordered by the home depot; however it could not be installed due the damage to the surrounding structure. i was then sent to ********, they sent someone out and give a written estimate and i was to find someone to do the work. I have been trying since April to resolve this and I cannot find anyone nor do they offer any help. the structure would not be damaged if the installer had installed the sliding door correctly. i spoke with them and they stated that they do not have any contractors for this damage repair. I don't understand. if you pay for a service and there ends up being a problem, why should i, the owner have to look for someone to fix their mess up. I really think it is unprofessional and unethical act in such a way. I just want help to resolve this problem. I feel like my hands are tied. thanks in advance. I have spoken to every customer ********************** person possible.
Business Response
Date: 12/14/2022
December 14, 2022
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE: *********************** / BBB Case # 18546645
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint 18546645.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding Warranty Consumer complaint filed for his patio door installed in **** through The Home Depot Installation Services.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot filed a general liability claim #*********** in May of 2021 with regard to the same issues reported for his exterior windows installed in ****. The findings were determined that all warranty for the exterior windows and doors installed in **** expired in 2014 and that installation was not the cause for the issues related to the structural water damage that he has experienced with the framed wall openings and at the base of the framed wall to the slab of his foundation. ******** sent a letter of denial for liability on July 15,2021 We further found that due to the structural damages of rot The Home Depot cannot install any exterior doors or windows until those issues are repaired by the homeowner.
As all warranties have been expired for almost 8 years, The Home Depot is standing by our third-party claims administrator, (Sedgwick Claims) decision, denying the compensation for repairs requested by **************** and now considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 30956194Customer 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:12/08/2022
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.
Made an online order to Home Depot on 11/9/22, they offered a delivery date of 11/12/22. They never showed or called, when I called they said they had not received the item at the delivery warehouse. I rescheduled for 11/19/22, received confirmation between noon and 4pm. No show again and upon calling they again said they did not receive the items, they had confirmed this appointment with me the day before and after. I rescheduled again for 11/30, received 2 confirmations again. After not seeing them an hour before the end of the scheduled time I once again called and was told they had no access and the driver sent a picture of my community gate. They verified the gate code and phone number was on the order and again rescheduled for 12/9. I called today 12/8 to verify and now they tell me they rescheduled for 12/14. I am having a major surgery and did not request this day and they are now saying they are booked through the holidays. This is totally unacceptable and poor business practices.Business Response
Date: 12/12/2022
Home Depot ******, Inc.
Customer Care
2455 Paces Ferry Road
*******, ******* 30339
More saving. More doing.SM
December 12th, 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 Appliances 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 their online order WP51095411. Delivery date has been scheduled and secured for December 26th, 2022. They have also provided a gift card in the amount of $150 as a courtesy due to the inconvenience with delivery issues.
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#: 30956197Customer Answer
Date: 12/13/2022
Complaint: 18546390
I am rejecting this response because: I am not confident I will actually received the purchased items. I will accept this if they are in fact delivered as promised on the now 4th scheduled date.
Sincerely,
***************************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 Appliances ordered from The Home Depot.
As Previously Stated, The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted ********************* with their online order WP51095411. Delivery date has been scheduled and secured for December 26th, 2022. They have also provided a gift card in the amount of $150 as a courtesy due to the inconvenience with delivery issues.
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#: 30956197Customer Answer
Date: 01/05/2023
This involves BBB complaint #********. I purchased items and was promised delivery multiple times and was even promised delivery today by **********************, Executive Escalations Support, Online Contact Center. This delivery never showed despite the driver calling me and saying he was on the way. ****************** now says the items were not on the truck...4 time I have heard that now. My complaint is now how Home Depot is a A+ rated company with BBB and claims to have 100% response to all BBB complaints. That seems true but to respond is not to resolve the issue. I think this is totally misrepresenting this company and they need to be investigated for their business practices. Something needs to change here and it should probably start with this A+ rating, read the customer reviews...mostly same issues as I had. I wish I had read the reviews before purchasing items here once again. I have asked for a refund but unfortunately my purchases were partly paid for by gift cards my company offers as an incentive. I selected Home Depot and now I am stuck with gift cards which I will never use with this company,Business Response
Date: 01/10/2023
Home Depot ******, Inc.
Customer Care
2455 Paces Ferry Road
*******, ******* 30339
More saving. More doing.SM
January 10th, 2023
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 Appliances 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 their online order WP51095411. ********************* decided to cancel the delivery and order. The refund is in process awaiting customer to return to the store to complete.
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#**************
** Case#: 30956197Initial Complaint
Date:12/08/2022
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.
$5752 amount spent Date purchased 11/05/2022 Date returned 11/16 Items: unused lumber and screws All items return and picked up by Home Depots delivery Store manager working on refund: *********************Business Response
Date: 12/19/2022
December 19, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 18546214
Dear **************:
We acknowledge the receipt of the BBB Case #: 18546214
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 offers the following resolution. The Executive Escalations team partnered with **************** to process the customer's refund successfully. As a customer ********************** gesture, the teams agreed to provide the customer with (2) separate gift cards to accommodate for this experience.The Executive Escalations team sent the customer an Accommodation Letter, and is currently awaiting the customer's response along with a signed copy. The team provided their direct contact information to the customer and will continue to assist until this matter is resolved.
With that being said, this matter is still in progress and monitored until we reach a final resolution. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ ************************). 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: ************
Case #:30953746Initial Complaint
Date:12/08/2022
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 ordered a LEATHER sectional from Home Depot on December 4, 2022 online. The description clearly states the product was leather, the actual label on the item was 80% PU FOAM and Polyester 20%. I spoke with 3 different associates about my dissatisfaction. The 1st one started my return and a 10% credit which I thought didnt equate to my inconvenience. The 2nd **** ******* help me and transferred me to a 3rd who ******* stop laughing at the situation and the fact that the sofa was misrepresented in the online ad. When youre a loyal customer, its not a good feeling to feel that your satisfaction isnt important or youre devalued as a customer.Business Response
Date: 12/14/2022
December 14, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Case #: 18546035
Dear **************:
We acknowledge the receipt of the BBB Case #: 18546035
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, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team set up a carrier pick-up return, which NonStop Delivery confirmed took place on 12/13/2022. As a customer ********************** gesture, the Online Executive Escalations team provided a gift card toward a new purchase to which the customer accepted. Additionally, the team processed a refund, which will return to the customer's original payment method within 3-5 business days.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (*****@ *************************). 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: ************
Case #:30954927Initial Complaint
Date:12/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased new stove 10/19/22 Stove did not work after first use - service set up 11/18/22 Service did not come out until 12/5/22 - and after the 8am-5pm window - after hours - and had to let a neighbor let them in the house as I was gone after not hearing from the repair person within their window. Service tech said stove was unrepairable and garbage and that I should contact the store. No paper work or case number was provided from the service tech.No contact from Home Depot or A and E service on next step to remedy non operational new stove.No support or help from the original store where purchase occurred.Todays date of 12/8/22 - still no working stove or communication. I have spent literally hours on the phone - going in full circles with multiple people who know nothing. I went to store #**** where purchase was made for the 2nd time - manager tried to help me get through to someone - still no update or progress - EVEN WITH THE STORE MANAGER. I was told I would hear back from someone at Home Depot or A and E service "within ***** minutes" that was yesterday morning. I purchased the new stove October 2022 - If I am lucky I may have a new stove some time in 2023 - but I will likely have to buy it from a store other than Home Depot for that to happen. I was sold what was supposed to be a working stove, they left a garbage appliance in my house, kept nearly a thousand dollars of my money, and won't communicate with me to find a resolution. I feel like I was robbed. I was told that another service tech is scheduled to come out in two weeks - This is unacceptable as I have been without the stove this long already. No Thanksgiving or Christmas at my house this year - Thanks Home Depot.Business Response
Date: 12/20/2022
December 20, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 18545925
Dear *************:
We acknowledge the receipt of the BBB Case #: 18545925.
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 monetarily compensated the customer for the inconvenience and delay. A request has been processed to see if a replacement can be approved, due to the delayed service date.
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 #: ********Customer Answer
Date: 12/21/2022
Better Business Bureau:For the record - I had to pay out of pocket to repair defective item as no solution was made in timely manner. No longer worth my time to fight them.
I have reviewed the response made by the business in reference to complaint ID ********.
Sincerely,
*********************Initial Complaint
Date:12/08/2022
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 11/8/2022 I placed an online order with Home Depot for a Frigidaire Profile Stainless Steel French Door Refrigerator, SKU #**********, under order #WP51013159 for delivery to our new home on 11/15/2022. We were moving from ******** to ********* and closing on the 15th. We also purchased a 3 Yr Protection Plan SKU #**********. I received confirmations & the delivery date was confirmed. The delivery team arrived & the main team member was fiddling around with the water **************** water all over the kitchen. When I remarked about the water, he immediately told me that he didn't do it. Next he went to our front door & began to remove it without telling us what he was doing & when my husband asked him to be careful - this is a brand new house the delivery person, one *************************** asked him if he wanted the Refrigerator brought into the house. This man was rude. He then proceeded to install the water hose & for some time was working on something under the Fridge & ended up telling us that the floor was not even. He told us that we would need to add a shim to level the Fridge. I contacted Home Depot and was told that they would send a different team out to check the installation on 11/23/22. They sent the same team and the result was the same - we were told that either the floor is not level or the fridge is defective. He also noted that the left door is not closing properly and the gasket needed to be replaced. I must have called Home Depot 10 times that day and was transferred from a store to Frigidaire and ended up talking to a representative named ***** who said he would have the refrigerator replaced and the new Fridge would be delivered on 12/5/22. That date came and I had not heard anything about the delivery and called Home Depot who advised that no replacement was ordered and that they cannot do that. I was referred to another department who was going to try to get the delivery company to file a freight claim which has been declined.Business Response
Date: 12/21/2022
December 21, 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 Executive Escalation Team has contacted the customer to resolve the concerns of their appliance delivery order.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: 30955043Initial Complaint
Date:12/08/2022
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 06/30/2022, we started the process of ordering a replacement 3 panel patio door for our house. The final version of the contact was signed on 07/15/2022 and we paid required deposit of $3,585 (28% of total contract value of $12,859). Once the order was placed, we were told it would take approximately 6-8 weeks for manufacturing and delivery to the warehouse and then we would be contacted to set-up an installation date by the end of October. On 08/30/222 I sent an email to inquire about the status of our contract and to establish contact with the Installation Coordinator. Her reply was simply: the estimated ETA for your door to arrive in our warehouse is 10/21. Once it comes in, we will contact you and schedule an appointment with you. To this date this remains the only piece of information we received regarding our contract. All further requests from our side about the STATUS OF OUR CONTARCT and SETTING UP INSTALLATION DATE remain without answer and/or response. For your reference, I have attached a copy of the complaint I filed with Home Depot, a copy of the contract, and a copy of the email exchange thread. We consider the entire handling of this case an unacceptable, non-professional, and deceiving behavior of the Home Depot employees.We would like Home Depot to:1. STATUS of contract. We ask Home Depot to provide an update on the status of our contract.2. INSTALLATION date. We ask Home Depot to organize the installation on the first possible date after December 22, 2022 (including).Business Response
Date: 01/03/2023
January 03, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
Re: ****************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation service Team has reached out to Mr. ********* who informed the service team that he was currently out of the country and would not be available until after 12/22/2022. Mr. ********* agreed to a new installation date of 12/29/2022, service team emailed the update and confirmed completed install.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it 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
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:12/08/2022
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 ge range from home depot online on 10/30/22 for $3311.40 including tax and extended service contract. It was delivered on 11/7/22. I called home depot to let them know it was missing all the oven racks it is a double oven so there are 3 racks. i got 1 rack in on 11/17/22 the other 2 were back ordered so this was the 1st i could try on of the ovens to cook. Any time the bottom oven is turned on the top oven heats uncontrollably meaning if the lower is set to 350 deg the top oven still being turned off will continue to heat until it exceeds 615 degrees and will shut the whole unit down and give fault code 200 to get it back on you have to turn the breaker off and then back on. I called home depot and ge on 11/18/22 to report this and ask for a replacement or refund because i had already been unable to cook for my family of 6 for 2 weeks. They told me it had to be repaired and scheduled a service call. The repair tech came the 1st time on 11/22/22 to verify what i was saying. he called ge tech and they told him to replace all 3 control boards. he ordered the boards and came back on 12/7/22 to install and it does the same thing. He called ge tech services back to report this and tell them the unit is not repairable. They told him they did not believe him and they would send another repair person to check it. I have spent at least 25 hrs on the phone with home depot and ge and keep getting told no on a replacement it has to be repaired and no to a refund for a range that has not worked since day 1. I have a copy of the repair tech invoice that ge sent to work in it that says unit not repairable that i am attaching. I have been 1 month now with no way to cook and it is really frustrating that they will not fix this issue.home depot order #wb28569524 ge case #******** 2nd ge case #********Business Response
Date: 12/16/2022
December 16th 2022
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: ***************************/BBB (Better Business Bureau) Complaint#:
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their appliance.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Manufacturer warranty is still active, GE must resolve the service issue. we offered our assistance in getting the service update from GE.
With that being said, we consider this case closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Customer Answer
Date: 12/16/2022
Complaint: 18545054
I am rejecting this response because:The Home Depot has been zero help in this matter they were notified within their 48 hr window of problems with it being short the racks and was therefore unusable. I paid Home Depot for the range and for an extended warranty and they are doing nothing to assist in this matter whatsoever. They have left my family with no way to cook for over 40 days now. We could not cook for thanksgiving and looks like we will not be able to cook for Christmas either. This is completely unacceptable and Home Depot needs to step up and make it right. I have been trying to get Home Depot to help and make this right for 40 days and all I get is the run around. They have basically stolen $3200 from me and my family not to mention the over $3000 we have had to spend going out to eat for 40 days because we cant cook. I have tried to resolve this being very nice but it looks like I may need to hire an attorney now. If they will not do whats right.
Sincerely,
***************************Business Response
Date: 12/20/2022
December 20th 2022
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 their appliance.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The unit was approved for a buyout by GE and the Protection plan was refunded
With that being said, we consider this case closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Customer Answer
Date: 12/20/2022
Complaint: 18545054
I am rejecting this response because:Home Depot did nothing through this whole process that left us unable to cook for 45 days. I want my complaint to show on their profile for every one to see. We also paid off our Home Depot card today and will be canceling it as well as soon as it posts. I am in the construction industry and will be telling everyone I know and that I do business with to never use Home Depot. And believe me I will be posting on all social media for everyone to see. As far as I am concerned Home Depot is a thief and stole a lot of money from my family and left us unable to cook for thanksgiving or Christmas.
thanks for nothing
Sincerely,
***************************Initial Complaint
Date:12/08/2022
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.
Placed orders WB28846055, W898700637, W898698991 for Dyson Slim Ball Animal Upright Vacuum Cleaners, received nothing. Corresponding case# ********, ******** and ********. For order WB28846055, customer ********************** agent issued me refund but it was a $0 estore card. Agent told me the refund estore card sent to me ends with **** but the one I received ends with ****. So as a matter of fact I did not receive any refund from WB28846055. I called on 12/6/2022 to ask for the refund of estore card, I got transferred over 5 agents and lastly they hang-up on me!!! It was not a disconnection because the system routed me back to the automated system to make selections from the menu. While order W898700637 and W898698991 are still in investigation, for more than 3 weeks. All trackings bear status as "Label Created" since 11/2/2022, for example, ***** ************, why does it take so long to come to a conclusion? Please refund all three orders.BTW, the link to WB28846055's refund estore card is:***************************************************************************************** check.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 Online Executive Team called and emailed ***************************** regarding his order #WB28846055 on December 12th,13th, 16th and 19th. On December 13th we reissued the gift card and inquired to see if ************** received the remaining orders. At this time, the customer has not responded to voicemails or emails.
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:30955355Customer Answer
Date: 01/03/2023
Better Business Bureau:
HomeDepot has reissued me refund to replace the $0 gift card, and also refund the other two mentioned orders. Thank you BBB and homedepot.
Sincerely,
*************************Initial Complaint
Date:12/08/2022
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 11/22/2022 I purchased 8 cases of Ply Gem Transformations Double 4 in. x 150 in. Pewter Lap Vinyl Siding among other things. The total purchase was $4350.02; however, the cost of the siding was $1576.80 + tax. The order number is: H6217-180528. The order was delivered on 11/28/2022. My siding installer started the installation on Monday, 12/5/2022. I arrived on Tuesday, 12/6/2022 and noticed that the wrong color siding had been delivered and installed. The packing slip and confirmation slips all showed that the correct color (Pewter) was delivered, however only 2 of the 8 cases of siding were the correct color. The other 6 cases were Wicker colored. My installer had used 4 cases of the Wicker siding. I had them stop the job so I could work this out with Home Depot. Home Depot is only willing to replace the remaining 2 cases of Wicker siding with the correct Pewter siding. They want me to purchase another 4 cases of Pewter siding. Additionally, my installer is requesting an additional $2500 to remove the incorrect Wicker siding and replace it with the correct Pewter siding. Home Depot only offered me $400 in compensation. I believe that this is an unfair amount. I think they should cover the cost of the 4 cases which were used and also pay for the labor to have the siding corrected. The 4 cases would cost $788.40 + tax and the cost of labor is $2500, therefore I believe I should be compensated the total cost of 4 cases and the labor. They should also replace the remaining 2 cases of Wicker siding with the correct Pewter siding.Business Response
Date: 12/12/2022
December 12, 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 you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Escalation Team called and spoke with ******************************* on December 12th regarding his order #H6217-180528. At this time, we replaced 6 boxes of siding and processing a refund. Once the customer visits the store, the refund will be processed completely. We offered the customer compensation, and **************** accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:30955341Customer Answer
Date: 12/12/2022
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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