Complaints

This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Home Depot

  2455 Paces Ferry Rd SE # B # 3 Atlanta, GA 30339-1834

  
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  The Home Depot

  PO Box 9058 Gray, TN 37615-9058

• 

  The Home Depot

  390 Shawville Blvd. SW Calgary, AB T2Y 3S4

• 

  The Home Depot

  343 - 36 Street NE Calgary, AB T2A 7R4

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  The Home Depot

  #100, 388 Country Hills Blvd Calgary, AB T3K 5J6

The 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:12/03/2022

  Type:Service or Repair Issues
  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 purchased Windows thru Home Depot, i was Told a certain time to receive the windows. Estimated 12 weeks, it came 20 weeks later. I was patient, I understand the supply chain issues were facing. Once they arrived however they were not the correct size. A couple windows were not the appropriate size to even try and fit, although they did try,Original window was broken as they figured that out. So they had to put the new window that didnt fit in opening.. as they couldnt just leave an open hole. My home was cut into without my consent to fit the remaining windows. This caused pressure against the windows, resulting in a few windows breaking. The windows that were broken the breaks got bigger and bigger until shards of glass popped out into my home were my crawling baby could have come across that. The problem was not fixed in a timely manner. Resulting in almost a year with broken windows in my home and one hanging in by a wedge. Iam still experiencing heating issues and have requested a 3rd party to confirm installation was correct. I was Not communicated with properly, timely or was there truly much help. I was Told i would Be taken care of and at the time of the replacement there would be talk of compensation for my extreme issues. (Not all mentioned here due to space)I did not sign the completion form to hold me to the original agreed upon price as my advisor told me was okay. The following week was talking with a guy who was supposed to help with negotiations. After requesting help to confirm installation was even correct multiple times.. and declining the laughable offer for compensation. They turned my case into collections. Claiming I knew I had A certain amount of time to approve or decline the negotiations. This is not true. I was in communication with him about receiving 3rd party help.. They are not responding to me. And i do Not know what else to do. I am Not happy with my experience, my windows, or my service. I do Have text messages as well

  

  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 #: 18519958
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 18519958.
  
  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 is currently reviewing this case and has reached out to all parties involved. Our business partners with Home Depot Exteriors (***) will be handling this complaint. All information for this case has been forwarded to their ***** office. 
  
  We confirmed this information with the customer to ensure their satisfaction. This case will remain open with the *** team until this matter is fully resolved. The customer also has open communication with the case owner and the service provider, should they experience a lack of follow up.
  
  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 #: 30902165
  
  

  Customer Answer

  Date: 12/30/2022

  I do accept the response, however the issue has not been resolved. I will consider it finished once my issues have been heard and resolved. I feel It is necessary for the BBB to have continued involvement untill issue is resolved due to their involvement getting me any response at all in the first place. I appreciate any and all help that has been facilitated to me by the BBB. 

  Customer Answer

  Date: 02/10/2023

  this issue has not been resolved in anyway.

  

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  Sent Via Email
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************************************************************************************
  
  
  RE: *********************** / BBB Case #: 18519958
  
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 18519958.
  
  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 is still actively reviewing this case and has reached out to all parties involved. Our business partners with Home Depot Exteriors (***) will be handling this complaint. All information for this case has been forwarded to their branch office. 
  
  We confirmed this information with the customer to ensure their satisfaction. As previously stated, this case will remain open with the *** team until this matter is fully resolved, and I have reached out to their team requesting an update. The customer also has open communication with the case owner and the service provider, should they experience a lack of follow up.
  
  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 #: 30902165
  
  

• Initial Complaint

  Date:12/03/2022

  Type:Service or Repair Issues
  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 in March 2021 a vinyl plank flooring for my basement from Home Depot. They came to measure and did a moisture test. They told the installers there was no moisture issue so the floor was put down in June of 2021. Shortly after there was this goo type seepage coming up through the planks. I immediately called Home Depot and texted the installation ********** pictures. He didn't know what it could be and asked if I could wipe it up. I did. It came back. I did this several times over the next few months as we both hoped it was not going to return. After almost 7 months when I called again the installer wasn't working for HD any longer so new installers came out and the process sort of started again which is why it went well over a year. And I believed them when they assured me it would be taken care. I kept pursuing it with the installation people, Home Depot and wiping up areas which were pretty much over a lot of the floor. At some point they said they were closing the case prompting me to call Home Depot Customer ********************** who then sent an independent inspector. He said I had excessive moisture under the cement seemingly for several years. However Home Depot moisture test said I did not but could not give him the report they had stating I had no moisture. After almost 4 weeks I was sent an email stating it was site issues and they were not going to refund me my $600 cost of installation. I actually paid over $3000.00 to install it. $600 was added as it took a bit longer to pull up the tile. If I had a moisture issue they should not have sold or installed the floor. Everyone I talked to was pleasant, professional and seemed sincerely interested in resolving this issue so I remained patient until the end. What finally really upset me was no one who made the decision, of course, called me. Only someone who could only say they were very sorry about this.

  

  Business Response

  Date: 12/05/2022

  As part of our pre-installation procedures, we do a moisture test of the floor to determine eligibility for installation. At the time of this test, it was determined that the moisture levels were favorable for an installation. In addition, the pre-installation moisture test was done in December, the driest time of year. The customer states that the problem became evident in June.  Environmental conditions developed after the initial moisture test & installation, and we would have no control over that. A third-party inspection was done in September 2022, 1.5 yrs after the installation and it was determined the problem the customer has experienced was not due to product defects or the installation of the product.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: ********
  
  I am rejecting this response because:

   

   

  I filed a complaint and went back to your email to check on status and the code expired. Complaint #********. Home Depot did call me and said their final decision stands that my flooring issue has nothing to do with them. They continue to state that I did not have a moisture issue when they supposedly checked in December before project started even though they cannot produce it. Said I developed a moisture issue shortly after they installed the floor. I think maybe there was a mistake and Home Depot employee did not do the test. The manager at Home Depot said that the man who installed floor the best and would have tested. However, the installer, *****, who is great, did not come to my home until the date of installation that following June. So, he wouldn't have been the one to test for moisture in December anyway. Have you heard back from anyone at Home Depot? I'd appreciate anything you can do for me.Home Depot

  Sent from ********************* (***********************)

   

  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/05/2023

  January 5, 2023
  
  Sent Via ************************************************************ Experience Specialist 
  ********************** 
  Serving Metro Atlanta, ****** & Northeast ******* 
  *************************** Tower, Suite 900 
  *******, ** 30303
  
  RE: *******************; /  BBB Case #********
  
  Dear Ms. ********************** 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 Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.

   As a good faith gesture, THD is willing to refund the installation labor of $2,886.00 back to the original form of payment. 
  
  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: 01/06/2023

   
  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:12/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home Depot sold me a defective generator which is now in my yard leaking gasoline. Home Depot will not come pick up the defective generator because I bought the generator in the store and had it put into my car and drove it home myself. Home Depot has told me that because I bought the item in the store I must bring it back to the store. I cannot put a generator that is leaking gasoline into my car and drive 45 minutes to return the leaking generator to the store. I need Home Depot to send someone to retrieve the defective generator and replace it with one that is not defective. HomeDepot has said that if I purchased the item online, they would be able to help me but because I purchased it in the store, they are unable to help. This does not make sense. There needs to be an option for them to retrieve the defective item especially since I purchased it off the shelf. If they cannot guarantee items sold in the store, and cannot help remedy the situation created by a defective item sold in the store, then they should not be allowed to sell such items in the store at all.

  

  Business Response

  Date: 12/15/2022

  December 15, 2022
  
  Sent Via Email
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************** Tower, Suite 900
  *******, ** 30303
  
  RE: ********************************* / BBB Case #: 18519760
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 18519760.
  
  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 store advised that the item could be returned for a full refund. The customer returned the item to her local store and it was refunded. An electronic gift card was also sent for the inconvenience, as the item couldn't be picked up from the residence. 
  
  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 #: ********

• Initial Complaint

  Date:12/03/2022

  Type:Product Issues
  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 purchased (2) separate orders of Kraftmaid kitchen cabinets from Home Depot in May 2022/June 2022(Order ****************************** The Evercore line was purchased for both kitchens. Kraftmaid's website states that with the Evercore line, you're less likely to see cracks in the joints and that the doors do not react to temperature/humidity as with regular wood doors. This was the main reason for purchasing the Kraftmaid Evercore cabinets and paying almost twice as much as other quality cabinets!!! I am a general contractor and install a lot of kitchen cabinets. In my 20 years of doing this, these were the worst cabinet's that I've ever received! Upon receiving and inspecting the Kraftmaid cabinet's, I found that over 80% of the cabinet's had defects....mostly in the door's(crack's and peeling). The majority of the face frames of the cabinet boxes also had unsightly cracks in the joints at the top of the boxes. Home Depot sent out a rep from their store along with the Kraftmaid rep. I was willing to show them all of the cabinet's, but they chose to only look at 5 or 6 cabinet's. They stated that I basically had 2 options. They would send out replacement door's for the one's they felt met their criteria or I could return for a restocking fee. They told me that if I decided to receive the replacement door's, that I would have to swap out the door's on my time and that they would not compensate me. So, I spend a lot of $ on cabinet's and then have to fix their issue's on my dime.I decided to keep order H0247-382961, after discussing the inconvenience with my customer. I spoke to the store mgr about waiving the restocking fee for order H0247-377062. He would not waive the restocking fee. I chose not to keep the cabinet's, as I had no confidence in their long term durability.I am requesting a refund of the restocking fee for H0247-377062($2464.40) and a credit for my time in having to swap out 80% of the door's for order H0247-382961.

  

  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 #: 18519287
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 18519287.
  
  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 is currently reviewing this case and has reached out to all parties involved. This case will remain open until this matter is fully resolved. The customer also has open communication with the case owner and the store team, should they experience a lack of follow up.
  
  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 #: ********

• Initial Complaint

  Date:12/03/2022

  Type:Delivery Issues
  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.

  Home Depot bait and switch Free tool promotion. Home Depot advertised a Free tool promotion on their web site. On Thursday December 1, I ordered the Milwaukee Tool M18 18-Volt Lithium-Ion XC Starter Kit with Two 5.0Ah Batteries and Charger for ****** and selected the M18 FUEL 18V Lithium-Ion Brushless Cordless Jig Saw (Tool-Only) as my FREE tool. Both items were shown in stock at the Richmond Rd. store. I placed the order for delivery and the order was accepted. A few hours later I received a Cancellation Confirmation email stating that my item (M18 18-Volt Lithium-Ion XC Starter Kit) was cancelled, with no explanation why but they're still going to deliver the FREE item ( Cordless Jig Saw) which they are now charging me $99.50 for. I immediately called to cancel that but was told it's out for delivery and can't be cancelled. Later that night the (ROADIE) delivery driver called saying he was down the street. I told him I would not accept the delivery and to return it to the store. They now say they didn't receive the item back and will not issue a refund. I did not purchase this item and do not accept responsibility for their error and failure to retrieve the item from their delivery driver. I have made numerous phone calls to the 800 number and to the store including the store mgr. (********************) who was very rude and argumentative and refused to do anything. Not sure about the name or if he really was the store Mgr. He wasn't very forthcoming with that info. They are treating this as if I purchased 2 separate items at 2 separate prices which is not the case. I purchased 1 item which came with a free item. They cancelled that item and then attempt to deliver and charge me a random price for the Free item. I believe this was an intentionally deceitful action due to the timing of the cancellation email and out for delivery status not giving me time to cancel the delivery. I demand a complete refund including delivery charges.

  

  Business Response

  Date: 12/09/2022

  December 9, 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
  Customers order was fully refunded including delivery fee. Issued an e-gift card for $150.00 as a customer satisfaction courtesy. No further action is needed.
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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: 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,
  
  *************************

• Initial Complaint

  Date:12/03/2022

  Type:Service or Repair Issues
  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 stove to be delivered and installed my Home Depot because the stove in my home went out completely. I have not received the stove nor my refund. Apparently the delivery partners cant find it or whatever but Im the one stuck. I keep calling being told I would get a call back and no one ever does. And every time I call the time frame get longer while me and my children are here stuck without a stove. *** asked to speak with someone who can handle this and was told no one can?? How can that be?? How is it that no one can handle such a messed up situation, that was caused by Home Depot and/or their delivery partner?

  

  Business Response

  Date: 12/13/2022

  December 13, 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 GE range purchase.
  Home Depot has carefully reviewed this matter and offers the following response. Online Executive Escalation Specialist ***************************** confrimed she spoke with customer on 12/13/22 who confirmed her refund has been processed and issue is resolved. 
  
   
  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:Product Issues
  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 cooktop on 11-25-22 online from Home Depot. I paid with a Home Depot gift card that i had been saving. I was then told the order had to be cancelled because Home Depot instead allocated the 71 avail units to someone else, and would credit my account in 1-2 hours. I didnt get anything, called back, was stole 24 hours. Called back, was told 48 hrs. Its been over a week, 5-6 calls to customer **********************, ***** hours having to find a babysitter so I can try to resolve this. I get different answers from every single rep. I keep getting the run around. I went into a store and the assistant manager couldnt help me. I dont know who else to contact to escalate the issue. I was last told the order has no payment (which doesnt make sense for an online order) but yet the gift card shows the charges for the exact amounts. This has caused a significant amount of undue stress to me and my family, from the hours spent on the phone, babysitter charges and $$$ eating out because we cant cook, *** spent the same amount or more than the cost of the unit, which is great hardship given we are on a single income! Home Depot Order Number: WP52736780 Amount owed: $474.09(tax included)

  

  Business Response

  Date: 12/04/2022

  December 3, 2022
  
  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 Depot has reviewed this case and has reached out to all parties involved. On behalf of the Online team, we have deactivaed the original gift card and will reissue the balance to a new gift card. We sent the customer all our contact information via email as well as speaking directly with her.
  With that being said, The Home Depot has addressed our customers complaint and consider this case as 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 - Customer Care
  Resolution Expeditor- Executive Escalations
  P:********************
  F:************
  SF#********
  Please contact *********************** at ext. ***** in my absence

• Initial Complaint

  Date:12/03/2022

  Type:Order Issues
  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 Ryobi weed eater from Home Depot on September 26, 2021. The unit completely failed and I dropped it off at my local Home Depot for warranty work on October 25th, 2022. Note that the unit was only 13 months old and the warranty is supposedly good for 3 years. Neither Home Depot nor Ryobi have stood by that warranty, so they discarded my unit as I wasn't willing to pay ~$160 to repair a machine that was supposedly under warranty. Breach of contract in this case, plain and simple.

  

  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 #: 18517929
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 18517929.
  
  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. We contacted the customer to discuss his concerns. A gift card was mailed to the customer for the inconvenience, and will go towards the purchase of a new weed eater. 
  
  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:Delivery Issues
  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 November 23rd, I made an online purchase with The Home Depot. It was supposed to be delivered on the 25th. When I checked on 25th, it stated that it was still being processed. I waited until Monday, November 28th and still saw nothing has changed. So I contacted them and asked would it be easier for instead of being delivered, have it for a store pick up. I was informed that they would have to cancel my order and that I have to reorder it. I told them okay. They then told me that my order has been cancelled and proceeded to ask if I needed help with the reorder. I told them that that isnt necessary. I can take it from there. I reordered and the next day on the 29th, I received an email stating that my items were ready for pick up. On the 30th, I went to my local Home Depot and pick up my order. As I walk out of the store, I received a notification that my item were shipped. I contacted them and they informed me that they couldnt canceled because my item was shipped. They didnt know that I looked at the tracking number and the tracking said that only the shipping label was printed and the delivery service was still waiting on the order. I told them that I knew that it was still in there processions and they could easily stop it. They said that they would contact the warehouse and delivery service to not make the delivery. I just received a text stating that the package will be arriving tomorrow.

  

  Business Response

  Date: 12/03/2022

  December 3, 2022
  
  Sent Via Email
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************** Tower, Suite 900
  *******, ** 30303
  
  RE: ******************************* / BBB Case #: 18517600
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 18517600.
  
  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 refunded the entire order. A gift card was also sent to the customer for the inconvenience. 
  
  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 #: 30893911
  
  

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  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 Generator from The Home Depot at the ***** location on **************** on June 20, 2022 but had the product picked up by a friend of mine at one of the ********** locations to have it shipped out in a shipping container to *******. The order ID no. is ************. The product was advertised on the Home Depot website as having 120V/240V. In *******, we use 240V. The container just arrived last week to ******* and my father just received the generator yesterday. After opening the generator and attempting to use it, he saw that there in fact was no 240V outlet, as advertised; Only 2 120V outlets. My father cannot use this product as is and a step up converter cannot be used because the coil inside of the generator cannot produce the necessary power needed. As a result, the generator is now virtually useless as it is not able to be used in *******. I went to Home Depot at around 2pm and spoke with ****** at the Customer Sevice desk to find out if there is any type of refund that I could receive due to false advertisement. She called Homedepot.com and spoke to someone named ****, who was very rude, and then we were later transferred to ***** who took down my email address. She then sent an email from a Do Not Reply email account stating that she did not know why the site listed that it could work with 240V when it cannot and then proceeded to tell me to use a step up converter when I explained to ******, more than once at the store, who relayed the message to her that I cannot use a step up converter for this generator. I paid $649 for a generator that cannot be used and the cost of shipping it back from ******* just to return it would far exceed the cost of the generator itself. As a result, I had to purchase a low quality generator in *******. I would like for The Home Depot to right this wrong since they as the retailer advertised the product on their website as having a 240V capability. I have attached a picture of the product description on the website.

  

  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: ***** Onyemachukwu / BBB Case #: 18516704
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 18516704.
  
  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 store where the generator was purchased advised that a full refund was processed for the item on 12/8/2022. The refund was returned to the customer's Home ********************************************* card, and the customer was contacted via phone to confirm it was received. 
  
  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: 12/17/2022

   
  Complaint: 18516704
  
  I am rejecting this response because:

  I was never contacted by The Home Depot regarding this matter. If I had been then the representative would have known by my voice that I am a man and not a woman. In fact, it wasnt until I went to Home Depot yesterday to follow up that I saw that they credited my Home Depot credit card for the remaining balance of approximately $400. However, I paid $649 in total for the product. I have not yet been refunded for the remaining $249 in payments that I already made towards the purchase. I contacted ***** via the contact telephone number listed in the bbb response and left a voicemail referencing the case number. I have not heard back yet. 

  
  Sincerely,
  
  ***** Onyemachukwu

  

  Business Response

  Date: 12/23/2022

  December 23, 2022
  
  Sent Via Email
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************** Tower, Suite 900
  *******, ** 30303
  
  RE: ***** Onyemachukwu / BBB Case #: 18516704
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 18516704.
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company. 
  
  The Home Depot has reviewed this case and offers the following resolution. As previously stated, the store where the generator was purchased advised that a full refund was processed for the item on 12/8/2022. The refund was returned to the customer's Home ********************************************* card. We contacted the customer and provided the return receipt, the customer advised the full refund has now been processed and is reflected on their account. 
  
  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: 12/23/2022

   
  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,
  
  ***** Onyemachukwu