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
- 11,859 total complaints in the last 3 years.
- 3,466 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:12/07/2022
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.
October 7th, after the hurricane in *******, I went to the ******************** Home Depot and paid for 700 square feet of ceramic tile for my dads house. The tile ended up being on clearance, and we got a wonderful deal. IT WAS IN STOCK AND TAGGED AT THE **** OF MY PURCHASE. They didnt have delivery yet, but the flooring lady called and was allowed to put my order in, and book deliver (which I also paid for) and when delivery started up again, they would deliver our order. A few weeks go by, and we havent heard anything, and then we are told that they cant find our tile and will call us back. I told them to call and speak with me because my father doesnt hear well. No call back. A week goes by, and I call again, asking about delivery, and the guy asks when I would like it. I replied on November 15th and he said OK. November 15th comes and goes, no tile. I called again, and this person says that there wasnt any delivery booked. Then she says there looks like a problem with the order and will call us back. No call back.They called my dad and told him that our tile is no longer available.Then the next day, I called again, and now I start chatting with Home Depot online. They called my dad, and the tile is gone. He tells them that I will call them. At least 20 chats, and I am told to call Home Depot ****** directly and give me the managers phone number (*****).I spoke to *****, and she said I need to speak with ****. I let her know I will be in town Dec. 6th. She and **** will be there. Later that day, **** calls my dad. **** said they can no longer get the tile, and he is canceling the order, but will give my dad $100 for the inconvenience. My dad said NOT to cancel the order until everything is straightened out. **** insisted on it. My dad said no, and this is fraud. **** cancelled the order anyway.Dec. 6th, I go into Home Depot, as planned, and ask for ***** and ****. ***** takes me back to *********************** and has a nice lady h - FULL STORY ATTACHED
Business Response
Date: 12/19/2022
December 19, 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 local store has taken care of the customers issue with her flooring order and compensated her in full.
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: 30943796Initial 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 BBB I need your help on having major kitchen appliancesdelivered from HomeDepot. Order numberWP46733429.I cannot cancelthat order becausethat particularrefrigeratormodel is out of stock.I made an order online for major kitchen appliances at Home Depot order numberWP46733429.First attempt delivery has failed becausetrackdrivershave not been able to get track into the parking area.Second attemptfor deliveryfailed because the truck came empty because applianceshad not been loaded into the truck.The Thirddelivery attempt failedwithout any reason, just no show.Since it's HomeDepot the only way I can contact them is through the phone numberprovided1-800-455-3869They are putting me on hold constantlyand have a hard time contacting thedelivery company.I'm looking for my kitchen appliancesto be successfullydeliveredfor the order number WP46733429 and compensation for my time and stress that I have encountered.Thank you. ***************************.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 spoke with ******************************* on December 20th regarding her order #WB32722599.At this time, the refund for the order is in processing. We also offered the customer a discount and she 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 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:30944040Customer Answer
Date: 01/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:12/07/2022
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.
Placed an appliance order with Home Depot on 11/6/2022 for over $10,000 worth of appliances. Order # WB29083447 We also paid for install and to have some appliances moved to another location. Home Depot gives you no options to describe the other location but the fine print said as long as all is less than 4 flights of stairs, it will work. We were told the earliest delivery date was 12/6/2022. On 12/6/2022 the delivery team arrives with our appliances. I show them some will go into our main house and the majority go into a detached mother-in-law suite/casita on property. All same address. The delivery team then informed us he was not aware of the policy until recently getting in trouble, but cannot deliver to two different structures on same order. We asked then if they could deliver the items for the casita since that was the majority of the order and they said no. Told us to send the order back and work with Home Depot to reschedule two different deliveries. The appliances were in our driveway, we moved furniture and food out of refrigerators etc so the space was ready.I called Home Depot and the 4 customer ********************** members I have spoken to have no idea of that policy, said we should have at least had half the order delivered, essentially saying they lied to us but there is "nothing they can do." Over 24 hours with multiple calls and no return call from a manager I have been told our only option is to re - do the order splitting it in two but that would delay my delivery at least another month and they cannot expedite it. Mind you Home Depot received my full payment on 11/6/2022 for appliances, install, and relocation. After hours of attempting escalation and being told even a manager cannot help, a service ticket was placed (Ticket #******) and I was told it would take at least 24 hours for any response and they weren't even sure if that would resolve the issue. I do not care if the order needs to be split, I need my appliances delivered and installed ASAP.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 order and will continue follow up with 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: 30943820Initial 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.
Hired Home Depot to remodel bathroom. Gave a deposit of $5000. Was promised work would begin within 15 weeks. That didn't happen. I called them several times. There were several excuses, but no work after 15 weeks. they are refusing my deposit. There are documented health issues involved.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 her order #H2732-111902. At this time, we explained to **************** that her refund has been denied due to this being a special order. In the contract it clearly states the customer has 3 days after purchase to cancel and get any monies paid returned to them, otherwise after the 3 days and we order product,if they cancel the customer is responsible for the cost of the materials. We tried explaining to the customer the reason for the denial and she stated, I currently have a BBB case, spoken with an attorney and there is no reason I should be talking to you. At that time, she disconnected the call.
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:30944146Customer Answer
Date: 12/15/2022
Complaint: 18532496
I am rejecting this response because: They said work would begin within 15 weeks, it did not. I called them several times, and there was always a reason why work had not started. I was very patient with the home depot. It appeared to me that it was some kind of game with the lower levels of this department, addressing me as "Miss ******". I am Native American, so what does that mean? I felt as if they were buying time because of other jobs that were more convenient to their desired area of work. Told the salesman I couldn't flush toilet, at one of my many attempts to get work started, told me to pour water down toilet. This caused a back up of human f**** under my house! A health issue is now involved in this matter.
Sincerely,
***********************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 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 her order #H2732-111902. At this time, we explained to **************** that her refund has been denied due to this being a special order. In the contract it clearly states the customer has 3 days after purchase to cancel and get any monies paid returned to them, otherwise after the 3 days and we order product, if they cancel the customer is responsible for the cost of the materials. We tried explaining to the customer the reason for the denial and she stated, I currently have a BBB case, spoken with an attorney and there is no reason I should be talking to you. At that time, there will be no refunds processed to the customer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Koier @ *************************).
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:30944146Customer Answer
Date: 12/21/2022
Complaint: 18532496
I am rejecting this response because:
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.
Home Depot has not been able to replace a window sash now for an entire year and after 4 failed attempts and 1 years worth of time , I still dont have my window replacement . Ive paid for these windows in full and they are under warranty for 20 years . Despite numerous attempts to get this resolved , nobody is able to help me get my window . I have to chase after Home Depot managers and even their escalation team has proven to be incompetent . Just trying to call or email anyone from their end is nearly impossible with phone call after phone call and emails blatantly just being ignored . These are some of the people who Ive tried to reach with no luck Manager : *************************** Site manager : ***************************** Escalations team : ***************** This team has not been able to help me at all whatsoever . They have all lied to me in regards to returning my calls and emails and providing updates about when I can finally get my window . They have had a year to resolve this and they still ask for more time and that I should simply keep waiting . This is an absurd amount of time to be made to wait for just 1 window and Im tired of it . I want my window and I want someone from The Home Depot who can truly help me and not just give me the runaround .Business Response
Date: 12/16/2022
December 16. 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
RE: ************************* / BBB Case #: ********
Dear ****************:We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Home Depot Exterior Team, who has processed a re-order of the correct window. We are working daily to expedite the order. We updated the customer on an estimated time of arrival for early January. Customer is aware. We will follow up when we receive the window and secure an installation date. Additionally, District Installation Manager informed customer that he will be onsite with ****************** date for window once we receive the order.
With that being said, The Home Depot does not consider 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 #: 30051892
Customer Answer
Date: 12/16/2022
Complaint: 18538351
I am rejecting this response because: I would like this complaint to reach the highest desk possible ( executive level or CEO ) the so called escalation team is of no help what so ever and clearly has not been able to get the job done . Weve waited for a year for our window sash replacement and I demand this goes higher up the chain of command . Shame on Home Depot and especially on the Escalation team whose job it is to correct issues when your frontline cannot get the job done . ****** learned , I will never use the Home Depot again for any major purchases or home projects .
Sincerely,
*************************Business Response
Date: 12/21/2022
December 21, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
RE: ************************* / BBB Case #: ********
Dear ****************:We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. As previously stated, The Home Depot partnered with our Home Depot Exterior Team, who has processed a re-order of the correct window. Multiple orders have come in defective or damaged. We understand the customer's frustration and are working daily to expedite the order. We've updated the customer on an estimated time of arrival for early January. Customer is aware. We will follow up when we receive the window and secure an installation date. Additionally, District Installation Manager informed customer that he will be onsite with ****************** once we receive the order.
With that being said, The Home Depot does not consider 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 #: 30051892
Customer Answer
Date: 12/22/2022
Complaint: 18538351
I am rejecting this response because:Ive received this exact same reply before just proving this is just copy and paste rhetoric . The Home Depot doesnt care about the customer , they only care about the money .
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.
Home Depot provides protection warranties under Asurion. I have purchased a lemon and cannot seem to get Asurion to get it replaced. My clam number is ********** and the call back number for Asurion is ************ I was told to reachout at ********************************************** There is no communication from the Asurion escalation team, nobody is getting back to me, when I call I am told its with a Service Center. This whole protection plan/warranty from Home Depot is a hoax and disreputable. I get bottom of the barrel repairmen who simply don't show since I placed a request in October 2022. Asurion is not in the US to file a small claims court complaint. I don't know why Home Depot is even offering this plan - I feel like a fool purchasing this "protection". I have no communication from Asurion and I feel like its a waiting game until my warranty runs out or until I just give up and repurchase a new dishwasher. My machine has been broken 4 times since November ************************************* replacement under the anti-lemon warranty since October 19, 2022. I'm not sure how to get any solution from Asurion who does not give out any direct contact information, doesn't communicate about the progress of the claim and is not resolving the is***. I would like a replacement dishwasher and the old unit hauled away and to be reimbursed the money I spent on the warranty with Asurion because it's not working. This is an absolute nightmare and Asurion just lies when you call stating they will call you back, or send an email regarding the progress of the claim. I told them I would like to *** but I got an e-mail address only to file against an e-mail! My being patient, polite and professional on my end has not gotten me anywhere and I could surely use some BBB help. I can be reached by text at ************. Home Depot should be held responsible for selling this absolute dud of a protection plan to the public and Home Depot should take action to resolve this is***.Business Response
Date: 12/09/2022
Tell us why here...December 9th 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 Protection plan with their appliance.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Asurion has provided a buy out in the amount of $498.00 plus tax.
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 # ********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.
Bought a mini split from Home Depot, installed it and the heat pump would not work. I paid a service company $350 to come check it and they said the heat pump was bad. I got in touch with the company to warranty the item. They keep putting me off. After over a month they said they would send a new unit and I received a new remote control. When I called them, they stated the warranty was filed and then they wont help me. I live in ******, its cold and I have no heat in my house except a space heater.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 Case ID # ********
Dear *************************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their mini split heat pump.
We partnered with the manufacturer of the mini split for further assistance with the defective item. We contacted the customer who confirmed he was contacted by the manufacturer.The customer confirmed he was taken care of by the manufacturer and is satisfied with the resolution. Customer stated there are no more concerns.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
SF Case # ********Initial Complaint
Date:12/06/2022
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 bought a stapler and batteries from Home Depot online.Order Number: WP52372649 Order Date: November 21, 2022 It was scheduled to be delivered on 11/25/22 I received an email on 11/24/22 around 9:30 am saying that my order was on my way, checked the tracking number and I got the same information saying it would be delivered at the end of the day. It never was delivered, I contacted the Home Depot customer ********************** on **/**/**, 11/30/22 , 12/01/22, I got a case number ******** and exchanged close to 100 messages, they asked me to contact ontrac to request information about my order, ****** said if my order wasnt delivered by 11/30/22 to get in touch with Home Depot, I went to my local Home Depot on 12/2/22 and the person at customer ********************** wasnt helpful at all, couldnt and wouldnt give me any answers. The same day I got an email from ontrac saying my package was delivered on 11/25/22. At 11:37 PM I never received my order/package and I would like to get what I paid for or a refund.Business Response
Date: 12/12/2022
December 12th 2022
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: *****************************/BBB (Better Business Bureau) Complaint#:18535763
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their online order
The Home Depot online escalation team has carefully reviewed and investigated this matter and offers the following in response to your concerns The customers order was denied by Corporate Security.
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 # ********Initial Complaint
Date:12/06/2022
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.
We had a doors and windows installation with The Home Depot Home Services back in September of 2022 (Job Number:11153647 and ************* Case: ************* WHOLE process has been a very poor experience. The current issue we are dealing with relates to final inspection. We have asked multiple times for a final inspection to be called in, but it has never been called in. We took it upon ourselves to try and get it done and was informed by the building inspector that a final inspection cant be done because Home Depot never called in a in-progress inspection. The inspector also informed us that Home Depot has been repeatedly told the required process for permit inspections. We were also informed *********************** will no longer make an exception for Home Depot not following City of Key West building permit procedures. We have an open permit on our property that cant be closed because Home Depot didnt follow the correct procedure for permit inspections.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 met with the customers building inspector for an in-progress inspection and now awaiting the city office engineering final letter of approval. **** continue to follow up with the progress until customers approval.
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:12/06/2022
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.
Originally we contacted Home Depot about cabinet facing issues in July 2021. Home Depot sent a technician out "*********************" and stated he would order new cabinet parts. A work ticket was issued (attached). On September 15, 2021 I called for status. I was asked to fax a copy of the ticket to Home Depot, I did. Afterwards, I was told by "****" the parts were in production and delivery/install should be December 15, 2021. On December 29, 2021 I texted and called to get a status reports. No response. I contacted the *******, **. store manager "**************" for help. She was very helpful in getting the service group manager ****** to respond. From January 7, 2022 to January 14, 2022 emails were traded back and forth with many promises to deliver....nothing. Unfortunately we suffered 2 deaths in our immediate family in the interim, so this issue was on the back burner until now. Home Depot has dropped the ball even though I was told the parts were in the warehouse, etc. I saved all of the emails and can be sent upon request. My last correspondence asking for an update was on March 14, 2022 to ****************@ HomeDepot.com, no response. They just failed to follow through on their warranty work. Any help would be greatly appreciated...Thank youBusiness Response
Date: 12/28/2022
December 28, 2022
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 Services team has been in direct contact with the customer and reordered the doors. The customer was also informed and agreed to the timeline of materials arriving sometime in January 2023. There after the new materials will be installed and I will continue to follow-up with the customer until the satisfaction and completion of the project.
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: 30933125
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