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:12/06/2022
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.
Attempted to make order online with 3 $500 home depot gift cards. Order did not go through but gift cards now have a 0 balance. 10 days later I only have a case number (********) with no resolution. Their customer ********************** hangs up on me after holding 30 minutes
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#: 18533996
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18533996
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have released the funds from reserve status and explained to ************************ that the gift cards are now available for use.
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: ********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 am disabled and cannot leave my home. I hired a contractor to do some work at my home and sent him to the ********** ** location to get supplies. I sent him with a check. The cashier made a mistake ringing up my order and instead of ringing up 20ft of crown molding they charged me for 200 ft of crown molding resulting in an overcharge of over $500. When it was brought to their attention they refused to fix the issue with anything other than a gift card and that it would have to wait 3-5 business days at that. I am on a fixed income. This is not a fair resolution to me. That money was for my food and medication allotment. I feel they should make a return on product I never got and refund my money to me. The manager on duty even sited and wrote on receipt it was Home Depots mistake. I want this resolved. I can provide a copy of the receipt and the managers business card staples to receipt with where he wrote it was Home Depots mistake.Business Response
Date: 12/07/2022
December 7, 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 their purchase at our store.
The Home Depot has carefully reviewed all information pertaining to this matter and our store has refunded the customer 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 if you have any questions.
Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
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 scheduled a Hydraulic Brush hog rental at the price $140 for one day. I planed to clean the tall grass in my yard using the my vacation day right before Thanks Giving. After I brought this 300 pounds machine back to my home, I found that it DOSE NOT work. The store could not help over the phone and just let me bring the 300 pounds machine back. Later we knew that the cutter's belt was broken, and they did not check it before rent it to me. They did NOT have another machine, and had to cancel the rental.This wasted me the whole day which included preparing my trailer, driving back and forth 40 miles with this 300 pounds machine. it wasted my plan to clean my yard before holiday. If they told me that they do NOT have a machine ready when I scheduled it, I might just simply rent it from another store. I talked with a manager in the rental center, she agreed to give me $100 e-gift card because their mistake wasted my time. Now, 2 week after, I never received the e-gift card. I uploaded a photo of the broken belt and the rental contract with the handwriting of the store manager.Business Response
Date: 12/12/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:*********************** / BBB Case # 18525535
Dear ****************:
We acknowledge the receipt of the BBB Case # 18525535
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ************ regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team in partnership with the local Home Depot Leadership Team have reviewed the customer's complaint and provided the customer compensation via e-giftcard in the amount of $140.00. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at *****************************************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.
Entered in to a contract for kitchen cabinet refacing 01/07/2022 with home depot. Was given a ***** week estimated time of completion due to supply chain issues. Work was not started in 07/11/2022 and due to an ordering error, work was not completed due to incomplete materials. Home depot then avoided follow up calls and emails and did not provide updates as to the status of the project. In fact, ALL calls, messages, and emails went unanswered forcing us to hire an attorney to send a demand letter to honor the contract. This letter was sent near the end of September. Shortly after the demand letter, home depot recontacted us and setup an appointment to remeasure and verify all other materials were reordered correctly. on 10/17/2022 we received the last communication from Home Depot stating that they anticipated resuming the kitchen within the week. Since then, Home Depot has evaded all attempts to communicate with us. This project was paid in full up front and we were assured by **** (our original designer) that the company was licensed and bonded against failure to complete the project. At the time of this complaint, I have been unsuccessful getting in contact with anyone that is able to assist me in my issues.Business Response
Date: 12/16/2022
December 16, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: *************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The installation team has been in contact with the customer. The ********************** parts and installation were completed on Tuesday, December 13, 2022
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30932248Customer Answer
Date: 12/16/2022
Complaint: 18533530
I am rejecting this response because:The Home Depot did finally contact me after a dispute of the credit charges (after ignoring numerous calls and emails). Work was resumed on 12/13/22 and, as of 12/15/22, remains incomplete. The attached documentation shows that there are still pieces missing despite previous orders for the parts required. At this time there is no solid ETA to getting the parts needed to complete the work and no date set to finish the work. Additionally, a representative (*********************) had been in contact with me regarding a refund of charges to compensate us for this egregious delay in work and breach of contract and this person stated that he would be in contact with me this week to further discuss this. At the time of writing this response, that has not occurred as promised. This response from the company confirms that what I thought was happening was true. It signals a CLEAR intent that the Home Depot intended to quickly finish the project (see below for details) and then state that they had fixed the problem and move on without trying to make things right. They did this believing that since the project is "complete" there was no complaint. This logic is not only flawed, it is now invalid considering the project remains unfinished. This complaint will not be resolved by some word saying "we fixed it".
Sincerely,
*******************************, MBA, BSN, LNCDetails of the rush to complete:
Representative called my wife and offered only one date to complete work. This date was short notice and we were not able to accommodate. The company then had to cancel other clients jobs to get this job complete. This is after having since 10/17/22 (their last contact with me prior to the dispute of charges) to arrange a date to complete. It was not until they had to get it finished to get rid of complaints did they then rush the dates. We were flexible and allowed them to schedule the 12/13 date despite our reservations that they were only doing it to state the contract was no longer open to invalidate my dispute and this complaint.
Business Response
Date: 12/20/2022
December 20, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: *************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The installation team has confirmed that the needed items for completion the installer listed after the 12/13 service date are as follows:
Drawer front 26 5/8 x 10 - Thermo Divine ****** Navy Blue
Scribe 2 pieces.
Trash pullout per customer it is not acting as if it is a soft close, upgrading them to the one with the **** soft close. Items have been reordered and we are waiting on ETA from the manufacturer. Once we have that, we will be able to schedule the next service date.
**** was to follow up this week after completing the service to discuss compensation, he is calling today to review the next steps and remind them the compensation discussion will take place after everything is 100% taken care of.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30932248Customer Answer
Date: 12/21/2022
Complaint: 18533530
I am rejecting this response because:
I will not accept a response until all work is completed and a satisfactory agreement for compensation has been reached. According to home Depot, the estimated completion date and refund amount remains to be determined.Sincerely,
*************************Business Response
Date: 01/10/2023
January 10, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: *************************/Complaint file #********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customers concerns have been documented for review. Once the material for the installation is available a service date will be provided.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30932248Customer Answer
Date: 01/10/2023
Complaint: 18533530
I am rejecting this response because:As previously stated. A response will not be accepted until the project is complete. A representative is scheduled to contact me Thursday and a plan to move forward will be addressed at that time.
Sincerely,
*************************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 ordered a garage door through Home Depot. The garage door was not ordered correctly, installed correctly and the quality of the door was so poor a new door needs to be made. The customer ********************** and follow through has been anything but pleasant, and they refuse to rectify an issue, where the garage door tracks were quoted incorrectly and not ordered as requested. Now after the fact, they expect me to pay additional money despite the countless hours of frustrating follow up while still not being able to use my garage door (2 months), as the current tracks are not correct and put too much strain on the garage door motor. Attached is a rough timeline of ordering and installing the garage door, along with the quality concerns. I would like for home depot to install the door and tracks that ******, their associate, ordered on my behalf, as well as replace the garage door I received due to extremely poor quality. I do not feel I owe any further money.Business Response
Date: 01/06/2023
January 6,2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: ***************************** / BBB Complaint#: 18532882
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience ****************** may have experienced regarding a transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Home Services team is currently working with the customer to resolve the issue.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
Zenae F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********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.
Ordered a washer online. A month and half after it was supposed to be delivered, after having spent countless hours on the phone with them, after they lost it twice and found it and assured me it would be delivered on a given date, it never arrived. I called them again, and two hours of waiting later they told me they recommend cancelling the order.Business Response
Date: 12/09/2022
December 9, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: *********************** /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customers may have experienced regarding their appliance delivery.
This matter has been reviewed and the customer has been contacted three times without reply. The appliance order was cancelled and his refund is available at this time. The Home Depot deems 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 should you have any additional questions or concerns.
Sincerely,
*************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:12/06/2022
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.
My windows have been installed since July 2021. However the screen to my sliding glass door was not installed for one and damaged for the other. I called the same day the project was completed and they documented the call. The contractor informed me after I full paid that the screens were on back order. After a period of time I contacted Home Depot and have been given the run around since. I was finally connected to ****** and she scheduled the screen installation however the contractor came with the wrong color. After multiple attempts to get my appointment rescheduled I had to elevate for her to call back and schedule an appointment. The contractor did not show and I have called and emailed her requesting an appointment and no response. I tried to elevate the matter and was given another contact person who in turn advised me that I needed to go through Bonnies office. Today the customer ********************** department attempted to call *********************************** and she wasnt able to reach them also. I have been trying to get this resolved on numerous occasions however I keep getting no where. I would like for them to complete the job and request some form of compensation. I have paid well over $11,000 for this project. Job number ********Business Response
Date: 12/09/2022
December 9, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: *************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customer job was completed on December 7, 2022. The customer is satisfied, and no further assistance 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,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 12/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Its a shame I had to file a BBB complaint to finally get my job completed. Im satisfied with the screens however Im disappointed and dissatisfied with the amount of time and effort that needed to be taken before the work was finally completed.
Sincerely,
*************************Initial Complaint
Date:12/06/2022
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 bought windows from home depot and they changed the date to install it many times, first the door then a few windows and then the remaining windows and the last window stucco bands the date changed many times for them. At the end of everything, I expressed my dissatisfaction and on top of that and they gave me a $800 gift voucher for the signature "installation was completed with pleasure". Then one of the window leaked in during heavy rain after the hurricane days, I contacted them about this and they made a pun because I used the word "hurricane" and they said we do not take responsibility for the windows damaged by the hurricane, I repeatedly said I ve not been impacted from hurricane I used that word just to indicate the period and they sent a person to see whats going on, The person who ve been sent it to the window check he poured ***** seconds of water with a garden hose and he said there is nothing in the window, I do not feel comfortable about this because installation process was terribly long and clearly I can say that they didnt install properly, I want someone independent from the building department to inspect this window again, but they say you can pay the costs, we can't do anything because we closed your file and also blaming my wall or wind or the location of the windowBusiness Response
Date: 12/19/2022
December 19 , 2022
Sent Via ************************************************************ Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB ******************************* behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. ************ from the Home Depot Installation Team and the Customer were placed on a conference call, to allow the Customer to express his wishes. ******************** advised he was seeking one last inspection of a specific window in his living room. So, ************ has agreed, to inspect the window and provide ******************** a New Replacement Screen Door on Jan. 11 2023, Wednesday at 12:30 pm.
With that being said, The Home Depot has addressed our customers complaint.
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 -Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!Customer Answer
Date: 12/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, the installation manager will stop at my house with one of her coworker to check window is okay and if needs they will extra seal and will replace broken screen.
Sincerely,
*******************************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 recently had my floors done services and products. From homedepot Ihomedepot employee come out and look at my floors, measure it and did whatever they needed to do for the installation department to come and do the service. I paid the $35 fee for that which, of course was refunded back to me. On the form with all the breakdown, the price given to me included a glued down floor to be removed. it states However, when the time for the installation, I was told that they only measured half of my floor for the glue down portion of it and I would have to pay an additional, almost $1300 because the entire floor was glued down. this a overside on Home Depot employee who did the measurement?(I believe that this is some sort of switch and bait. A company such as Home Depot that would give a customer a quote and then tell them its more money, when its to late to do anything just seems wrong I checked with other companies, some more some less but I decided to go with Home Depot because its a good company I believe in but I felt like Im being cheated because it does say that my floor was glued down. Why would it not be for the entire floor? And on top of that some products was not delivered and I was called by the Installer to pay an additional $68 for a product that was supposed to be delivered, but not delivered. I totally understood if they had come to my house, and there was something wrong with the foundation and I would have to pay more money that I understood but for taking up the floor and the products you need to put the new floors down shouldve been covered. Should have been no surprises.Business Response
Date: 12/08/2022
December 8, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *****************/ BBB Case #: 18529832
Dear **************:
We acknowledge the receipt of the BBB Case #: 18529832
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 ***************** who provided a refund to the customer. The team also sent a copy of the receipt for the customer's records.
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 #:30926106Initial Complaint
Date:12/06/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought a Glacier Bay ***** 4 in. $66.63 was ordered on Dec 1, 2022 when I received the package via ***** on Dec 5, 2022 the box came damaged and without the content of the faucet. I went to the store and ask for a refund and was told to contact the online center. I called 800 online and was told by ***** to bad to sad, then contacted ***** spoke to ******** at ***** who refused to take my complaint of missing content. So I called Home Depot back and ******* offered to open an investigation and help me to order another faucet and have it shipped to the stored to avoid the poor service with *****, and then told me to dispute the charges on my credit card/debit card.Business Response
Date: 12/06/2022
December 6, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *****************************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their online order with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer was refunded,and a new order was placed for missing merchandise. The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 12/09/2022
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,
*****************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.