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: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 have contacted home depot twice regarding this incident. They told me the warranty was out of date and therefore couldnt do anything. They also said there were no other complaints against this product and therefore cant do anything for us. Reading the reviews on this product, someone said the exact same thing happened to them over a year and a half ago. This item should have been recalled as its extremely unsafe and someone could have gotten seriously injured. The screws that came with this product are not long enough to with stand the weight of the stand. It ripped right out of the wall. My husband was sleeping and I was upstairs working on my laptop. There was a giant crash. The tv stand came crashing to the ground. The $2,000 tv broke. We paid $2,000 to have this professionally installed. I would like to be refunded for the broken stand, the broken tv, as well as the $2,000 I paid a professional to hang this up with the products that came with the stand.
Business Response
Date: 12/15/2022
December 15, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ********************************* / BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation called and emailed ************************************* regarding her order #WG35130580. At this time, we reiterated the return policy listed on Home Depot.com, and the customer was informed additional refunds or credits will not be honored. As a courtesy to the customer,we offered compensation, and ******************** accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Francia @ *************************).
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:30955311Initial 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 or about 03NOV22 ibought a new model #FFHT1425VV, it was suppose to be delivered that saturday they postponed that delivery it was held up at the factory. they delivered the refrigerator on saturday november 11/12/22 it never got above room tempeture. i called home depot and they stated the store was not the blame it was the deliverers problem. i do not concur they are playing games and i have no means to freeze food.Business Response
Date: 12/16/2022
December 16, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Team called and spoke with ******************************* on December 10th regarding her order #***********.At this time, we replaced the Ms. ********** refrigerator.
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 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:30955325Initial 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 ordered a new Frigidaire Dishwasher online from Home Depot on November 5, 2022. It came in the standard box that I didn't open because the delivery people didn't know how to install it. A week later, Home Depot sent delivery people with skills to install it and once the box was opened, the dishwasher door was BENT so they wouldn't install it. It's been almost 4 weeks now and there seems to be no replacement door available. I believe Home Depot should replace my NEW dishwasher with another NEW dishwasher that doesn't have a defective door.Business Response
Date: 12/15/2022
December 15, 2022
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: ***************************/ BBB Case # ********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #: ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and our Online Executive Escalations has contacted the customer and apologized for their recent experience. We placed a no-cost replacement order for the customer, the delivery is set for 12/19/22.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
** Case# ********Customer Answer
Date: 12/16/2022
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.
I am requesting my money ($1000.00) back on two gift cards that I purchased with $0 value on them. On 08-26-2022 I purchased four (4) Home Depot physical gift cards in the amount of $500.00 each in store. I had all cards in my possession since the time they were purchased. When my contractor tried to use them in September 2022, the cashier scratched off the card # and pin # in front of my contractor and told him that two out of the four gift cards had zero balance on them. My contractor called me immediately and I went back to the same Home Depot store in which I purchased the gift cards to look for an answer. The Head cashier, Ilia , and Front end Supervisor, ********* were able to retrieve the transactions ( Receipt LookUp)from the computer. Per ********** both gift cards were used on 8-28-2022 at Home Depot store located at ******************************************************************************* by an individual with a Pro Xtra Member account (last 4 digits ****), and an AMEX credit card (last 4 digits ****) to complete the transactions. I have told **** and ********* that I didn't make that purchases and the gift cards are still with me. How someone can use a gift card without present it to the cashier in store? I am so confused and angry. They told me that they will request a video from ************ Store and will contact me when information is available. It has been few months, no one has contacted me. I went to the store and spoke with *********. She told me that the gift card scam has been going on for many locations of the Home Depot stores for a period of time already. However, Home Depot is still selling the gift card to their customers. I have discussed my gift card issue with the ******** store manager ************************** and ****, they told me that they cannot do anything about it. I believe Home Depot has the responsibility to ensure that all gift cards sold to the customer are legit and secure. Therefore, I need your help to resolve this matter.Business Response
Date: 12/13/2022
December 13, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *****************/ BBB Complaint#:18542392
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their gift card purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Executive Escalations team contacted the customer via email to request copies of their original purchase receipt and gift card details on 12/8/2022 and 12/12/2022. On 12/12/2022, the customer responded via email and confirmed they received a refund for the gift cards in question via a dispute with their credit card. Home Depot leadership is aware of the gift card balance issue and subsequent in-store experience details for immediate redress.Additionally, Home Depot provided the customer with an e-gift card to compensate for the inconvenience.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions,please contact me.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30949996
Initial Complaint
Date:12/07/2022
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.
What I was promised pure lies from home depot and apologize. Still contacting district attorney imperal countyBusiness Response
Date: 12/19/2022
December 19, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: ******* & ***************************/ BBB Complaint#:18541333
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team contacted the customer via telephone/voicemail/email on 12/12/2022 and 12/13/2022. On 12/13/2022, Home Depot advised the order was successfully canceled, a refund processed, and they should contact our Credit Services Department at Citibank for assistance with their credit report. Via email on 12/14/2022 and 12/19/2022, the Online Executive Escalations team reiterated the customer would need to contact Citibank directly for help with their credit report.
Should the customer require additional assistance with their appliances, please advise them to contact the online agent who reached out to them (****** @ *************************).Should the customer still require assistance with their credit report, please advise them to contact Credit Services at Citibank directly. With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30945062
Initial Complaint
Date:12/07/2022
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.
12/07/2022 I had a front load ************** delivered and installed today. Buyer beware your purchase includes hoses you pay for the new washer and dryer vent hose or cord for the dryer. The installation is a free service. This is where they get tricky. You're not paying for the connection service so they don't have to make any connection services right for you. In my case they positioned or placed them on sides that both doors open to the right. Normal positioning is to open one door left and one door right there front load machines. Because I didn't pay for a connection service they don't have to come back and place them in the appropriate spots for one door to open right and one door to open left. They also make sure washer runs water check the cycling. They run the dryer also to make sure it runs and tumbles. They leave while this process is taking place. I guess that's why I never thought to check which way the doors opened because it was running and you can't tell what side door hinges are on. I just want buyers to be aware that your not paying for a connection service, they do that for free so if you don't pay attention and stand over there shoulders while there hooking them up you will be forced to redo everything that they moved in and hooked up. They are not concerned with which way the doors open. My business and money is complete with Home Depot.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#:18540833
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team reviewed the customers complaint.As the customer expressed a desire for no further contact by the business,our team documented the complaint without reaching out to the customer.
Should the customer require additional assistance and wish to open communication, please advise them to contact the online agent who reviewed their complaint (****** @ *************************). With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30945072
Customer Answer
Date: 12/14/2022
Complaint: 18540833
I am rejecting this response because: I feel its my duty as a consumer to let other buyers beware of there business practice. They showed no concern or care for wanting to fix the problem. In there words I did not pay for a hook up service I paid for delivery service there hook up isnt paid for by the consumer, hence they dont care how its hooked up thats consumers problem. They have a lot of deliveries to make. My job is to get the word out as a paying consumer I would be happy to pay more money to get the job done right rather than have a free service that they could care less if the consumer was satisfied or not.
Sincerely,
*****************************Business Response
Date: 12/14/2022
December 14, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *****************************/ BBB Complaint#: 18540833
Dear **************,On behalf of The Home Depot,I apologize for any inconvenience our customer may have experienced regarding their appliance purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team reviewed the customers complaint.As the customer expressed a desire for no further contact by the business,our team documented the complaint without reaching out to the customer.
UPDATE: As previously stated, the customer requested no contact from Home **********************, so their complaint was documented without further action. Home Depot provided the customer with the name and contact information of the agent who reviewed the complaint. If the customer still needs assistance or would like to discuss the details of the complaint, the Online Executive Escalations team stands ready to assist.
Should the customer require additional assistance and wish to open communication, please advise them to contact the online agent who reviewed their complaint (****** @ *************************). With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30945072
Initial Complaint
Date:12/07/2022
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.
Delivery team did not show up, lied about having called me (I had requested they contact me prior to arrival) and I have never had this problem before. I waited all day and now they won't give me a full refund when I cancelled the order. Guess the delivery guys wanted to go home early. Have shopped at Home Depot all my life but never again.Because I paid with gift cards, they will only issue the refund listed (they are not refunding the cost of the dishwasher that they did not deliver!) if I drive 90 minutes each way and walk into the store. Because I will never shop there again, I would prefer that they refund my **************** card that I used for part of the purchase. Because I did not receive a dishwasher and wasted an entire day, I shoulf get a FULL refund. This is a battle I should not have to fight. I just want my money back as I have ordered a dishwasher from Lowes, I never have trouble with their deliveries.Thank you for your assistance in the matter. Hopefully this will kick it up to someone with more intelligence that the "customer **********************" agent I spoke with.Business Response
Date: 12/12/2022
12/12/2022?
Sent Via Email??
Attn:Ms. *****************;
Customer Experience Specialist??
**********************??
Serving Metro Atlanta, ****** & Northeast *******???
235 ********************************* Tower, Suite 900??
*******,** 30303??
RE: *********************************/BBB Case # ********
?Dear **************:????
?We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her appliance order.?
The Home Depot has carefully reviewed and investigated this matter, and our online team has verified that the refund is being processed and has advised the customer that it can take **** business days. Latest arrival of the refund should be 01/03/2023 due to the holiday.
?The Home Depot considers this case closed.?
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.? Please do not hesitate to contact me if you have any questions.???
Sincerely,??
******* Clay
Executive Escalations???
Phone:***********************??
Fax:************??
Reference Number: 30957077Customer Answer
Date: 12/13/2022
Complaint: 18540843
I am rejecting this response because: I have not received the refund. Should I receive a check I will then accept the resolution
Sincerely,
*********************************Business Response
Date: 12/15/2022
December 15, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************************/BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with her appliance delivery issue.
The customer has been advised of the timeframe for the arrival of the refund (21 days) and received a copy of the refund receipt. The customer has been advised to contact our team if she does not receive the refund by 01/03/2023.
The Home Depot does consider this case closed.
As previously stated, The Home Depot has addressed our customers complaint.
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.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF#********Customer Answer
Date: 12/16/2022
Complaint: 18540843
I am rejecting this response because: I have yet to receive the refund. They took my money instantly but I will leave the case open until they actually deliver what is promised. They have failed miserably so far and I am not holding my breath.
Sincerely,
*********************************Customer Answer
Date: 12/16/2022
Complaint: 18540843
I am rejecting this response because: I have yet to receive the refund. They took my money instantly but I will leave the case open until they actually deliver what is promised. They have failed miserably so far and I am not holding my breath.
Sincerely,
*********************************Initial Complaint
Date:12/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
While shopping this store for a dishwasher we spoke to the sales agent to which we very clearly stated that we wanted front bar handle. After the third delivery attempt an appliance was delivered. After the delivery driver left the appliance was unpackaged only to discover that the appliance was a pocket handle dishwasher. This being an option not noted on the receipt that was signed. Within one hour of delivery the customer ********************** number was contacted to which the call was transferred to the store where the purchase was made. The store employees and management have been uncooperative in resolving the issue of exchanging the appliance for the one that we clearly stated to the sales associate that we wished to purchase.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#:18540781
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their dishwasher.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team contacted the customer via telephone/voicemail/email on 12/8/2022 to request order information and determine the best path to resolution. On 12/9/2022, the customer advised they would appreciate a reorder for the correct model. Our team issued a gift card to cover the cost of a replacement dishwasher, completed a reorder using the gift card, and sent the customer their order confirmation via email on 12/9/2022.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (***** @ *************************). With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30945083
Initial Complaint
Date:12/07/2022
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.
Hello,On October 9. I purchased a suite of appliances from Home Depot. This included a dishwasher, washer and dryer. The dryer in question cost $878 plus taxes and an installation fee. Home Depot agreed to sell me a NEW dryer. When the appliances were delivered the technicians advised that the WASHER was defective so they will drop off the dryer and dishwasher, and will come back with a replacement washer. I was told not to worry the delivery isn't considered complete until all items have been delivered. The installer did point out a place where they scratched the dryer and said I should call for a cosmetic credit.One week later a replacement washer arrives, after installation I test the washer, it's fine. I wash some clothes. I test the dryer and it makes a noise and begins smoking. At this point I call Home Depot to advise that I unfortunately also appear to have a defective dryer. Home Depot proceeds tells me that I accepted delivery of the over 48 hours ago and therefore they are not responsible. When I explained that the driver told me the policy of "completing the delivery" before the clock starts. I was informed that the employee lied and that I am not able to get a replacement. Then the employee backtracked and sent out another "installer" to check the unit. That employee confirmed the ***** is defective. I call Home Depot back and they say....ohhhhhh we didn't mean to send our person. ******* has to come out.....My complaint is that Home Depot sold me a damaged unit and is taking no responsibility in the replacement of my unit. I have been given the run around by multiple employees and a manager. I do not want my current unit repaired. I paid full price for a new undamaged unit. I still have not been able to do laundry in my home as this issue is still not resolved. I have never filed a BBB complaint before, and am very hopeful you can help. I've attached a timeline with more detail, and a copy of the receipt.Thank you,***************************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 defective appliance. A new order was created to replace the defective appliance and will be delivered to the customer. Also, compensation has been provided to the customer.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: 30943780Customer Answer
Date: 12/22/2022
Hello,
Almost everything here is accurate. However there is a mention of compensation for my time. This was not discussed. Therefore prior to accepting any settlement as "full and final" I would like to know of the amount being offered as compensation, and how that will be credited back.
Thank you,
*************************;
Business Response
Date: 01/04/2023
January 4, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Complaint #********
Dear, **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. As previously stated, The Home Depot Online Executive Escalation Team has contacted the customer to resolve the concerns of their defective appliance. A new order was created to replace the defective appliance and will be delivered to the customer. Also, reimbursement was agreed upon to be returned to the customer for a previous purchase of another dryer from a third party.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: 30943780Customer Answer
Date: 01/05/2023
Hello this information is accurate, regarding discussions with Home Depot, but to date nothing has been replaced or reimbursed. I have not heard from Home Depot regarding the status of this complaint since December 30, 2022. So I am quite surprised a response was sent on January 4, 2023 indicating this issue is resolved.
Please contact me at ************ if you would like to discuss further.
Business Response
Date: 01/24/2023
January 24, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Complaint #********
Dear, **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. As previously stated, The Home Depot Online Executive Escalation Team has contacted the customer to resolve the concerns of their defective appliance. A new order was created to replace the defective appliance and has been delivered to the customer. Also, reimbursement was agreed upon and has been processed back to the customer for the previous purchase of another dryer from a third party. Customer was also given compensation. We considered the case resolved and no further action is needed.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: 30943780Customer Answer
Date: 01/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and true.
Sincerely,
***************************Initial Complaint
Date:12/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order for an electric, adjustable chaise lounge online. Within **************************************************** to my account, but there was no option to cancel the order. The item is not due to be sent to my local store until Dec. 16 - Dec. 22. The item has a European electrical plug that is not US compliant. I have repeatedly informed Home Depot of this issue and Home Depot has continually refused to cancel my order. Also, I have received two different threatening text messages from two different phone numbers: ************ and ************ that were Home Depot customer ********************** employees. In one text, the person threatened to come to my home.In addition, I now know that my personal information including my credit card number has been compromised.Business Response
Date: 12/09/2022
December 9, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 18539661
Dear **************:
We acknowledge the receipt of the BBB Case #: 18539661
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 advised the customer on 12/9/2022 that their order was cancelled and to allow 3-5 business days from 12/7/2022 for any pending authorizations to be removed.
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 #:30956734Customer Answer
Date: 12/12/2022
Complaint: 18539661
I am rejecting this response because:First, Home Depot has not addressed the Home Depot customer ********************** representative who harassed and threatened me over text messages for 2 days. I still live under threat of her and her associate, who also continued to text me with physical harm and stated "I know where you live" and "I can come and get you anytime I want BOOM". I had to change my credit card number due to this personal information compromise and now wait to be attacked when leaving my home. Thank you Home Depot for an extremely traumatizing experience that I will never forget, or forgive. And you can keep your gift card.
*********************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 #: 18539661
Dear **************:
We acknowledge the receipt of the BBB Case #: 18539661
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 refunded the customer's order, removed the customer's profile as requested, and advised the customer that the results of our Internal Investigation will be proprietary.
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 #: 30956734Customer Answer
Date: 01/03/2023
Complaint: 18539661
I am rejecting this response because: Home Depot has not contacted me further about their customer ********************** representative who threatened me with physical harm and who also told me she knows where I live, and that she is also located in the same county that I live in. I know this to be true and live with this unknown person's threats. Home Depot and its employees have been irresponsible on many levels. The viciousness and willingness of Home Depot to ignore improper behavior from its employees working from home and conducting business any way they see fit is outrageous.
Sincerely,
*********************
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