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:12/05/2022
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 purchased +$11,000 of appliances from Home Depot's (HD) ************, ******* location on 8/31/22. At the time of purchase, I supplied the delivery date of 11/21/22 since our house was being completely renovated and the completion date was unknown. On 11/17/22 I received a text message informing delivery date was rescheduled for 12/23/22. Naturally, I was concerned and my wife contacted the store. My wife was informed by an employee named ******, the order was waiting on one item and hence the delay. My wife is 8 months pregnant and we were desperate to have our paid for appliances delivered. We were told if we cancelled the refrigerator order, the rest of the shipment could be delivered on 11/30/22. We felt that was our best option and agreed. We asked for the store manager to contact us since there were inconsistencies with the explanation for the delay. We were told a store manager (********) would contact us. When the appliances were delivered, our paid for induction cooktop was missing. We tried contacting the ************ store several times and were unable to speak with anyone as the call went unanswered. We then contacted HD using number ************. I spoke to two different employees (******** and ***** who were both helpful) to try and locate the cooktop and reorder the refrigerator. It should be noted, on 12/1/22, while checking HD's website, it indicated the same refrigerator was available for delivery on 12/7/22. While on the line with ********, she tried to contact the store manager and informed me no one answered her call. *****, informed me to go to the store and speak to a manager since her system indicated we would get some form of compensation. On 12/1, we met with a manager named ***** who informed us he was not able to assist and to come back and see ******* in appliances. I ended up ordering the refrigerator online to avoid a circular problem. As of today, no one has contacted us and the cooktop is still missing.
Business Response
Date: 12/19/2022
December 19, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
RE: *************************/ BBB Case #: ********
Dear ****************:We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who provided a price match of $339 to honor the original sales price of the previous order # H0249-357450 and a 35% markdown to the new order for the negative experience.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 30940147
Customer Answer
Date: 12/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was pleased with how the Home Depot's corporate office resolved my complaint. Specifically, *******************, was sympathetic to the issues created by their ************, ******* store. **************** ensured she would be contacting that store's management and share my experiences and concerns..I appreciate the BBB's assistance with this matter. Your organization played a pivotal role in this matter's conclusion.
Sincerely,
*************************Initial Complaint
Date:12/05/2022
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.
Dec 2018 - Purchased 37 windows with installation through Home Depot @ $26k - At the time of purchase were told that windows came with lifetime warranty - Sept 2022 - noticed crack in a window pane - After multiple discussions with Home Depot and Milgard (window manufacturer) was told that the windows are not covered by a lifetime warranty.- Nov 16 - ********************* from Home Depot stated that the best they could do was a $500 gift card - Still have yet to receive any gift card and when trying to contact **** getting no response via phone or emailBusiness Response
Date: 12/23/2022
December 23, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: Dough ******/ BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Team called and spoke with ******** Shatto regarding his order #H1516-101254. At this time, we are assisting the customer with cancelling the gift card and offering compensation.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, this matter is still in progress and being monitored until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:30919627Customer Answer
Date: 01/03/2023
As indicated in the response from Home Depot this is still in progress. What Home Depot, specifically *********************, has communicated to me is that I will be reimbursed for the cost of the window $1108 along with a HD gift card in the amount of $500. I explained to them that while I will not consider any of this situation resolved until those things have taken place.Business Response
Date: 01/05/2023
January 5,2023
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: Dough ******/ BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Team called and spoke with ********* Shatto regarding his order #H1516-101254. At this time, we are assisting the customer with cancelling the gift card and offering compensation. There was a refund processed on December 29th. We expressed to **************** to allow ***** business days to receive.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, this matter is still in progress and being monitored until the customer receive his refund.
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:30919627Customer Answer
Date: 01/06/2023
Still waiting for refund and gift card before accepting any resolutionBusiness Response
Date: 01/12/2023
January 12,2023
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: Dough ******/ BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Team called and emailed ********* Shatto regarding his order #H1516-101254. There was a refund and gift card processed on December 29th with a processing timeframe of ***** business days. We asked **************** to contact us if the compensation is not received by January 19th.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, this matter is still in progress and being monitored until the customer receive his refund.
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:30919627Initial Complaint
Date:12/05/2022
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 purchased a washing machine at Home Depot on 10/20/18, I also purchased the protection plan for 5 years. On 10/30/22 I filed a claim (#**********) with the Home Depot due to the washing machine not working correctly, giving an error code. On 11/16/22 the repair person came to my home to attempt to fix the washer. The repair person (*********************, file #**********) was unable to fix the washer due to needing to order parts and not having enough people to fix, install the part to fix the washer. This was reported to Home Depot by the repair company who then sent me an email stating that my repair was completed. I have spoke with the Home Depot warranty plan 3 times, talking to supervisors about this issue in an attempt to get the issue resolve. I keep getting the run around, told someone will contact me in 3-5 business days and no one contacts me. At this point I have had to purchase a new washer due to it being over a month without a washer. I have asked for reimbursement on this warranty plan however I continue to receive no response from this company.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 Appliance extended warranty experience with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer received amount back for extended warranty purchased in 2018 and compensation for purchasing a new washer. 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: 12/08/2022
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:12/05/2022
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 Depo auto withdraw over **** from my bank account indicating I authorized the transaction which is false. They are indication it will take over 10 days to refund the money which is not fair ** I did not authorize transition. This is not fair nor reasonable to the customer. This is creating a hardship and causing my bank account to be over drawn from other transitions. This she be against the law.Business Response
Date: 12/13/2022
12/13/2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: *************************/BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Store Manager and I have reached out to the customer several times to address customers complaint, there has not been any response back so far. I have emailed the customer with my contact information should she have any further questions.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:12/05/2022
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 February 6th 2023 I ordered a flooring install for my kitchen and bathroom. I paid ********. My floor install finished up November 3rd. The original instal date was June 3rd to June 6th but the installer called in sick and it got pushed back to October 31st to November 4th. The installer needed to come back and fix some areas that needed more grout and also realign my dishwasher due to it leaning far to the right and unable to open and close without damaging the wall. I just returned the extra flooring material that was extra and not needed for the job. I was supposed to get $394.01 refunded for returning the extra flooring material that was not needed but instead got charged $394.01 to my debit card. Home Depot is dragging their feet giving me my money for the material I returned and I need this to get resolved so I can move on from this.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#:18520055
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their flooring installation and refund.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The ***************** Depot leadership team contacted the customer on 12/5/2022.They advised they were aware of the charge and are working diligently to resolve this matter. The customer is aware reversing the charges may take time, and the *************************** Specialist has agreed to provide follow-up every few days until the refund is complete.
With that said, we are addressing the customers concern and will continue to assist until this matter is 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: 30914133
Initial Complaint
Date:12/05/2022
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 this freezer, and when delivered, it opened on the left hand side. I requested that it open on the right side, which to my mind, is standard. The delivery people set the freezer in place (as designated & requested) at that point I noticed that the freezer opened from the Left Side. I requested of the Delivery Man, that he change it to opening on the right. His response: "I just deliver, that's all" Point of Note: on our last Freezer Delivery from Lowes, I made the same request, and it was done prior to the delivery people leaving.Home Depot (re-)sent the delivery guy back out with a side-kick, whom I presume to be an illegal, as he spoke no English, Tried to adjust the Freezer Door UNSUCCESSFULLY......as of this writing, if you open the Freezer Door, it will not seal back unless you lift and push the door.A note from Home Depot's RETURN POLICY: 'you have 48 hrs to return it or otherwise you accept it." AKA when the (contract) Idiot delivered it, I SHOULD NOT HAVE ACCEPTED IT, UNTIL THE DOOR SATISFACTORILY OPENED ON THE RIGHT. Sorry to say, "I know times are hard and help is hard to find, but in my experience, ***** DOES IT BETTER.Business Response
Date: 01/02/2023
January 2,2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: *****************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot,I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
Our Online Team informed us that the customers freezer has been delivered and installed correctly and has been working perfectly.
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: 30913830Customer Answer
Date: 01/06/2023
We initially ordered our new Freezer on 11-3-2022.
Our freezer was delivered on Nov 10. When delivered I told the delivery people that I wanted the freezer door changed to open on the right side. To my surprise, the driver told me, "I'm just Delivery, you'll need to have to make arrangements with the *****.
This I did, and the same Driver came out with a "helper" to change the door on Nov 18. The "Helper"of probable Hispanic decent, spoke very little English and did change the door to open on the right, but seemingly didn't really know what he was doing. When finished I called the Pelham ***** back again and was contacted by an Asst ***** Mgr. By this time I was beginning to get aggravated. To illustrate my complaint, I sent a couple of photos of the freezer door and how it was mis-aligned. She told me I could find someone local to fix the door and they were reimburse me for the expense. That didn't work out so well. I was unable to locate anyone to do the job. "If we didn't sell it, we're not going to work on it.". l also made it clear that the delivery people that came here before, I did not want to see again ever, that I would not let them onto the property. My communication with the Pelham store began to die and I was tired of it. On Dec 5, I filed a Complaint with BBB.
I was next contacted by the an Customer ********************** Rep working in the Executive Escalation Support, Online Contact Center, of Home Depot. She made it known that she was the contact for anything further with this freezer. While continuing to try on my own to get ANYONE to come and fix the freezer door, to no avail, I finally called for Warranty Service. They agreed, but they had a contractor working a fairly large geographic area. Finally I told the ** Rep that I wasn't going to find anyone so send someone back out again (the 3rd time). He was just another Contract Driver who stopped out briefly and pronounced the freezer was unserviceable and so it needed to be replaced.
Our freezer arrived late on the scheduled delivery date December 30, leaving here at **** hours after our FINALLY having a good freezer. They spent most of an hour changing the door to open on the right, I believe because of lack of training for what they were doing.
I would point out, that all this took 4 appointments to accomplish, each time requiring me blocking out 1/2 day window for their appearance. During this whole process, I learned that these delivery people were all on Contract. They were just delivering "stuff". Not with the care you could expect from an Employee Delivery Person. Furthermore,when you accept receipt of your appliance you have only 48 hours to reject it. In retrospect, anyone reading this,I suggest that if you want something changed on your appliance, like changing the door to open on the right rather than the left, if they can't deliver it like you want it, REFUSE IT AT DELIVERY. I seriously doubt we will ever order any appliances from Home Depot again. Too much headache. But We have a new freezer that works properly and opens on the right side. for the professional manner of the ** Rep,this might still not be resolved. My thanks to her for her tenacity.
****************************;Business Response
Date: 02/08/2023
February 8, 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.
Our Online Team informed us that the customers freezer has been delivered and installed correctly and has been working perfectly.
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: 30913830Customer Answer
Date: 02/09/2023
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:12/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/4/2022 I ordered an *********** Range Model #LSEL6335F (along with other appliances) with a home delivery date of 11/26/2022. I received the delivery as expected, however after the delivery driver had departed I realized they delivered a Gas Dryer Model #D**7401WE instead of the rang that I had ordered. I immediately contacted Home Depot customer ********************** who had to call the delivery company. After an extended period of time on the phone I was advised that someone from the delivery company would contact me to arrange the exchange with the correct item within 48 hours. When I did not receive that call, I contact Home Depot customer ********************** again. This representative contacted the delivery company who advised her she needed to call ** to have the correct item shipped. The representative contacted ** regarding the issue and advised me I would hear from ** AND the delivery company within the next day to arrange the new shipment and pickup of the wrong item. It is now 9 days later and I still have not heard from anyone regarding getting the correct item delivered.Business Response
Date: 12/22/2022
December 22, 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 Online team has confirmed from customer the correct range was delivered on 12/06/2022 and customer was offered a gift card for the inconvenience in the matter.
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: ********Customer Answer
Date: 12/22/2022
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:12/04/2022
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.
*************************** from Home Depot was sent to my home to do a quote on how much it is to reface cabinets, change countertops, and sink. Was given a quote and had gone over different details on type of cabinets, hardware, color, type of countertops, etc. after having me signing all the docs and encouraging me to increase my credit limit to see if I can get work done. However, after all the other details have been done, he still failed to verbalize and indicate to us where in the document and when we had a deadline till to cancel. So when my husband and I decided to cancel several days later, there was a 30 percent penalty that we had no clue about. I am absolutely livid as he had been sneaky about not telling us the deadline and even was witty enough to say via text that its ********** law as if we should already know that. I found that unprofessional and quite rude. I wanted this to be known that this is an unfair sales where I, as the customer, shouldve been notified of my options regardless if theres paperwork signed. *** worked with a company for solar panels before and even they verbalized and told me when my deadline was so I can put it in my calendar to be aware if I change my mind.Business Response
Date: 12/07/2022
December 7, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Complaint#:18523195
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their cancelation.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Branch Installation Manager, *********** Home Depot Store Manager, and Installation Sales Manager agreed to cancel the project and provide a full refund since the order has not gone into production. The Installation Sales Manager left the customer a voicemail on 12/5/2022, and Home Depot reiterated this decision via email on 12/6/2022. The cancelation should be processed, and a full refund credited within 5-7 business days.
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: 30906998
Customer Answer
Date: 12/07/2022
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:12/04/2022
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 August 08, 2022 I purchased a cooktop from Home Depot, online, order # WB20485191 at Home Depot. We found out it was not working, so I tried to return it to the *********, ** Home Depot. I was told that the store did not take appliances back and that I would have to contact Maytag to return it. I contacted Maytag at the number Home Depot supplied me, and they told me that they never take back any Home Depot orders. I then tried to take it back to Home Depot in **********, **. I was told the same thing. Then, while visiting my mother in ******************* I visited the Home Depot there, and I asked for the manager. He asked if I had proof that ****** would not return it, and I said, no, I had only spoken to them on the phone. He asked me to call Maytag again. Only this time, I texted through their website. And sure enough, in SMS messaging they verified that in fact the never take any Home Depot returns back. I then contacted my Home Depot CC and filed a complaint. the Home Depot CC department took the complaint on Nov 4th and on Nov 8th told me to contact Home Depot customer **********************. I wrote them there. They never got back to me.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#: 18522980
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online 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/email on 12/5/2022 and 12/7/2022 to obtain more information and clarify whether the cooktop is inoperable or the wrong size. On 12/8/2022, the customer detailed the issues with the cooktop via email. Our team advised the customer a ********************** call with the manufacturer is needed to determine whether the cooktop is in working condition, but later agreed to a refund via gift card. Home Depot issued a gift card on 12/8/2022.
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: 30906994
Initial Complaint
Date:12/04/2022
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 researched a item I wanted to purchase then did a search for the best prices. Having purchased several components for this packout kit from Home Depot I decided to check their price match criteria. They offer to match any competitor's price "guaranteed". Before going to the store I called to confirm their price matching. Once at the store at customer ********************** (where I was told to go from the phone call) they refused to honor the price matching, told me the adds which I brought in were from online stores and not their competitors. I explained that their price match doesn't say anything about that and besides not all my adds were just online retailers. This is false advertising and cost me money and time. I have copied their complete price match guarantee which I met and photographed all relevant information. I will also be filing a small claim against them for the associated cost to me for their false advertising.Business Response
Date: 12/07/2022
December 7, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB Complaint#: 18522687
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding our Price Match Policy.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot explained the purchase did not qualify for an in-store price match and clarified the Price Match Policy via telephone and email on 12/5/2022. The Home Depot Executive Escalations team and the local ************ Store Manager addressed additional concerns regarding the in-store experience by telephone and email. As a further good faith attempt to resolve this matter, Home Depot offered to make an exception for the purchase in question, issued an e-gift card for the price difference, and invited the customer to speak with the Store Manager in person. The customer refused Home *********************** offers.
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: 30907004
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.