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.
- 3,474 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:12/04/2022
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 bough 13 windows through Home Depot and had them installed by them. On December 30th they came to install the windows. While installing the windows they scratched ************. They installed a window that had a broken frame. They advised that a new frame would be ordered. They did not cover the window frame correctly and after 7 months they came back to replace the frame. With in the 7 months my window frame was damaged by water and snow going in through the siding and OSB. I called and started a claim. They have stated that its my word against the contracts and offered $500 as a customer courtesy. I have had another contractor look at the damage through pictures I took and they advised the wood was rotten and a quoted the damage at approximately $9000 plus . Im waiting on the paper work to send to Home Depot.
Business Response
Date: 01/03/2023
January 3, 2023
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 broken window property damage.
We have apologized to the customer for their inconvenience. We partnered with our property damage insurance company ******** who handles all property damage claims. The customer provided a copy of the estimate for the replacement window and proof of damage. ******** is currently researching this matter and is assisting the customer in offering compensation for the new estimate. ******** will communicate with the customer with the decision of the claim.
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:
*************************
** Case # ********Customer Answer
Date: 01/04/2023
Complaint: 18522459
I am rejecting this response because: I have not received an answer based on the estimated cost to repair the damaged window frame.
Sincerely,
*********************Business Response
Date: 01/13/2023
January 13, 2023
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 window installation and property damage.
The customers claim was forwarded to our insurance company Sedgwick that handles property damage claims. ******** is in communication with the customer and will provide their decision of the claim directly with the customer. A compensation amount was offered to the customer and is currently being decided by the customer if they agree and accept the offer.
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:
*************************
** Case # ********Customer Answer
Date: 01/13/2023
Complaint: 18522459
I am rejecting this response because: Home Depot stands at their $500 customer courtesy, and they do not offer compensation amount like they are claiming. I have tried to talk to different people from the insurance company. One claims he didnt see an issue on meeting halfway from the quote I sent I advised that $2500 would get me the supplies with me doing the work he agreed to do few days later insurance company got a hold of me and said they stand at $500.
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.
The date of the transaction was *** 19,2022 The amount of the transaction was ********* The Home Depot was supplying and installing 7 windows for my home.They would also provide the building permit.The windows didn't pass the building inspection on October 22.I call Home Depot on November 7, they said they received the building inspection report, and they would expedite this matter.I called them again on November 29, and they said they have someone call me by December 2.No one has contacted me.The job no is ********Business Response
Date: 12/13/2022
December 13, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Complaint#:18521894
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their window project.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Branch Installation Manager contacted the customer to schedule an appointment and address their concerns. Per customer request, we scheduled window **********************/repair on Wednesday, 1/4/2023, and Home Depot will address all issues regarding the installation and inspection then. Additionally, the Installation Coordinator assigned to the project will provide the window warranty information per the customers request. The Executive Escalations team verified all this information and confirmed the appointment via email on 12/13/2022.
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: 30906005
Customer Answer
Date: 12/14/2022
I would like to leave the claim open until the work is done and pass by the building department.
Thanks for your help on this.
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.
Ive spoken with multiple Home Depot representatives regarding my recent Home Depot order #WE1088082, with no resolution. I was completing an online order through Home Depot's online store during their Black Friday sale. I had two gift cards, totaling just over $200 that I was applying to my purchase. I entered the two gift cards into the payment fields, and saw both cards entered in. I screenshot this page for my records, as it detailed the amounts applied to the gift cards, and what would be charged to my personal card. In the payment section, the site repeatedly would not accept my normal credit card, which was saved on their site. The other option the site provided was to use PayPal, which was not my preference. There was no indication that my $200 gift cards would no longer be applied to my order, and that I would be charged $430 instead of $230. Ive spoke to multiple representatives and each has indicated theres no way to have the original payment amounts honored, and insist I pay the full $430 on my credit card, and keep my $200 gift cards for future purchases. The responses Ive received from Home Depot customer ********************** representative, ******, and Resolutions specialist, ********, is that PayPal cant be changed once payment is submitted. There has been no further attempt to find a solution to help with my dilemma. If they were to issue a return and re-purchase of the product, they stated that they would not be able to honor the Black Friday sale price.This has been a drawn out and extremely frustrating process. Id appreciate if any help can be offered for this $200. This is such a minuscule amount of money to a large corporation like Home Depot, and it is so ridiculous to have spent so many hours trying to gain any sort of support. I have years of renovation ahead of me and I assured ******** that my experience of the last days left me resolved not to use Home Depot in my future renovation needs. She replied, I've made note, and ended the call.Business Response
Date: 12/19/2022
December 19, 2022
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******, ** 30303
Re: *********************** BBB 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 online order and gift cards.
We have apologized to the customer for their inconvenience and processed a refund in the amount of $200 which the customer agreed to.
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 # ********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.
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.
I had the most unpleasant experience with one of your managers at the Home Depot located at *************************************************************************. It began after I went to the register and made a purchase of $332, presented my military ID and was told by the cashier that I needed to provide her with a scan code from the app. I explained to her that I no longer have the app nor access to the account. Advised her customer ******************** is aware of this and was told to show my ID at the register to get my 10% discount; The cashier advised me that without the scan code she couldn't give me the 10% off.I asked for a supervisor and she told me the same, I remind her that your web site states ******* military, veterans and their spouses enjoy 10% off eligible purchases, up to $400 annually" without mention of a need for a code scan. She said "without the code, there is no discount. I advised her to cancel the purchase and I wanted to speak to a manager.10 minutes later the bad experience got worst when the manager "*******" showed up as I was about to leave, I advise him of the situacion and he repeated in a harsh tone that without the barcode the company needs to track their military sales there will be no discount, when I tried to speak again he interrupted me 3 times, I asked him if he was going to allow me to speak, and he replied "NO", "you already spoke to a supervisor and that's it." At this point I was ****** off and my PTSD was starting to creep, so before losing the little grip I had on myself I walked away as if he had interrupted me again, that would have been the cause to harm him and I would have ended in jail.Why is it that my retired US Air Force and disabled veteran ID's are not acceptable? Please ensure you read your "Military ************************ statement and point to me where it says I have to have a phone that can access the internet, download an app in order to be eligible for the 10% off.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 # ********
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 6th regarding his recent store experience. At this time, we apologized and documented his feedback.
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:30922838Customer 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 (stores to be made aware that military and VA issued Id's are acceptable proof of service) 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.
On November 19, 2022, we ordered 7 custom cabinet doors. Two were the same size for under our sink, two were the same size for a dining room carve-out, and three were the same size for oddly shaped cabinets next to the sink. We have attached a screenshot of us paying for all seven doors the same day (please ignore the lights. We did receive these). On December 3, 2022, three packages were delivered. Two of the packages contained a door in each (one door sized for under the sink and the other for the dining room) and the third package only had two doors (for next oddly shaped cabinets next to the sink). This was 4 doors delivered in all. A door was missing for each size ordered. When we contacted home depot, they said they could and would do nothing. We just want the doors we never received and were never packaged for delivery because otherwise, we would have to start over and lose all the money spent on the received doors. We will upload pictures of the received items and opened container packages separately to prove what we received.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: Brittany ******* / BBB Case #: 18520901
Dear **************:
We acknowledge the receipt of the BBB Case #: 18520901.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer to find out which items were missing. An email was sent to the product vendor, who confirmed that there was a shipping delay with three of the cabinets. *** Tracking confirms the remaining cabinets were successfully delivered on Tuesday, 12/6.
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,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 30902156Customer Answer
Date: 12/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We have received the doors and withdraw our complaint.
Sincerely,
Brittany JanuaryInitial Complaint
Date:12/03/2022
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 purchase the plank flooring from Home Depot #**** in **. The product turned out to be defective. I submitted a complaint with the HomeDepot and still can not get a refund or a claim number. They intentionally drug it out when the customer would not get the money back.Business Response
Date: 12/30/2022
December 30, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ******************************* / BBB Case #: 18520754
Dear **************:
We acknowledge the receipt of the BBB Case #: 18520754.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
This case is still in progress. We've been partnering with the manufacturer to schedule an inspection of the flooring, as it was installed by a contractor unaffiliated with The Home Depot. We will continue to follow up with their team for any updates and will provide them to the customer. The customer also has open communication with the case owner and the manufacturer, should they experience a lack of follow up.
The customer has accepted compensation in the form of a check, which will be sent once the required paperwork is signed and returned. This case will remain open until it's completion, and I will confirm with the customer when the check has been received.
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,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
F: ************
Case #: 30902159Initial Complaint
Date:12/03/2022
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 windows from Home Depot. I spent over $12,000. They were supposed to be installed December 2nd between 9 am -11 am. I received multiple messages/emails telling me to prepare for their arrival within 24 hours. To move everything away from the windows and remove the curtains and fixtures before the installers arrival. When they didnt show up after 11 am I called and left a voicemail asking what was going on and a woman called me back and said the installer said the order wasnt there when he arrived she was going to get more information and call me back. She never did. I called and left voicemails with several people and nobody called me back. Nobody called me to say they werent coming. So I have no curtains on my windows, all my furniture and Christmas tree rearranged, and missed work for this rude, unprofessional treatment. Nobody seems to think this is a big deal. I would like to know what is going on with my windows because my home is in disarray during Christmas and I am very disgusted with Home Depot. Please contact me with information on my windows and when somebody actually will come to install them ASAP.Thank you,***************** ************ Sent from Yahoo Mail for iPhoneBusiness Response
Date: 12/28/2022
December 28, 2022
Sent Via Email
Attn. *****************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** and 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 her window installation.
Home Depot has carefully reviewed this matter and offers the following response. District Installation Manager *************************** advised customer's window ****************** was completed on 12/16/22. Installer ******************************* advised customer was satisfied with install and clean up.
With that being said, The Home Depot does consider this matter closed.
Please know that The Home Depots goal is 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.
Sincerely,
Mrs. **********************;
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. *****in my absence.
SF Case# ********
Initial Complaint
Date:12/03/2022
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.
Carpet install in feb , they did over 900 in damages and the guys that did the damage even sent pics. We was told to get it repaired and a check for the damage would be sent out. We have called the store and superior group daily. Even did a claim through *******. Every party blames the other and we still havent been paid for the damages we was told we would getBusiness 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 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 order
Unfortunately,after multiple attempts to contact the customer, we have been unsuccessful in speaking with the customer. Customer is unresponsive after several phone calls and email communications providing our contact information. Customer needs to provide their second quote to complete the investigation by ******** insurance.
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:12/03/2022
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 door from Home Depot. The delivery company did not call and just dropped it out and left it outside. Item arrived damaged and missing touch up paint. I requested a return then had trouble with their delivery company not calling and being dishonest that they did. Finally after complaining for over 1 month, they called to set up an appointment for Friday. Instead they scheduled it for Saturday and I was alerted. I stayed home all day and they never showed up. Im so upset and will not purchase another large item. I am paying interest on the door too.Business Response
Date: 12/09/2022
December 9, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB Case #: 18520501
Dear **************:
We acknowledge the receipt of the BBB Case #: 18520501.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer. The customer's refund was processed on December 4th, it was confirmed as recieved on December 9th. The customer advised that further assistance is no longer needed.
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,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 30902162Customer Answer
Date: 12/09/2022
Complaint: 18520501
I am rejecting this response because I said that I have been charged interest and had to take an extra day off. I had nothing but trouble with the pickup company and it took forever to get anywhere.
Sincerely,
***************************Business Response
Date: 12/12/2022
December 12, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB Case #: 18520501
Dear **************:
We acknowledge the receipt of the BBB Case #: 18520501.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer. As previously stated, the customer's refund was processed on December 4th, it was confirmed as received on December 9th. We also advised the customer speak with ********* regarding the interest charges, an electronic gift cad was also sent to the customer for the inconvenience this has caused.
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,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********Customer Answer
Date: 12/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:12/03/2022
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.
July 2022 I talked to Home Depot about removing existing floor coverings & replacing with vinyl tile. I was assuming Home Depot was a reputable & honest company to work with. I was mistaken.I, the customer, am not a floor expert. I dont know what is needed for a floor project. I was not made to understand what was needed to make the floor look the best. No pic provided to make sure that is what I wanted the floor to look like. If it was explained, showed/made to understand, I wouldve had no problem to buy baseboards since I was already paying $15,000. ? Issue: quarter round was put on top of the old baseboard to cover up the the very messed up edges and gaps. The quarter round was not finished at corners, was not attached at certain areas, was not secured, and left with sharp hazardous edges at all door entrances.After contacting multiple channels with both Home ******************************** State, for six weeks, this is their conclusion: 1. Home Depot employees are not responsible when giving wrong information. (For example: Make sure that customer understands what is involved. Or telling the customer it is OK to take off the ******************* round but forgetting to tell the customer that if they do that, that it voids the warranty and the installers will not finish the job).2. That it is OK to adjust my work to schedule a time for Western State for him to take 5 sec to tell me he cant do anything for my floor after having pic emailed to him knowing what the floor looked like anyway.3. Home Depot feels that $300 is a good compensation instead of working with me to fix the floor. It took the installers less than five days to remove the existing floor and put the vinyl flooring in. why they wont take a couple more days to fix the floor. What I would like happen is for the floor tiles to be adjusted to be able to fit under one simple baseboard no quarter round. A nice smooth beautiful look that has no hazardous edges to trip over. Home Depot case # ********Business Response
Date: 01/04/2023
January 4, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Case # ********
Dear Ms./***************:
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 while shopping with our company.
The Home Services team provided confirmation of the agreement for the project completion to the specifications in designed by the customer.
As a customer ********************** gesture, the team offered the customer $300, and she declined the offer. Any further compensation in regard to this order has been respectfully denied and project completed.
With that being said, The Home Depot Services team has met the obligations of the services rendered to the customer. Our ********************** considers 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 should you have any additional questions or concerns.
Sincerely,
*************************** The Home Depot - ************* Resolution Expeditor- Executive Escalations P: ********************
F: ************
SF# ********
Please contact ********************************* at ********************************************Customer Answer
Date: 01/06/2023
Complaint: 18520201
I am rejecting this response because:1, They did not teach their people correctly. (First person not explaining what is needed for a floor. Second person telling us to take the baseboards off, which left us with out a guaranteed floor.)
2. They are the ones that hired Western floor and did not work with that company to make a safe floor.
3. $300 will not be enough to hire another company to finish my floor.All I want is a finished floor. They took two days to put the floor in, cant they take another two days to redo the floor?
Sincerely,
*************************
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