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
- 11,856 total complaints in the last 3 years.
- 3,460 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:12/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought a ******* Washer from Home Depot SKU# ************ FSA LOGISTIX # WF45R6100AW. We paid $673 for it. We purchased on November 18th of 2021. It was shipped and installed on by Home Depot November 30th 2021.It broke on November 27th, we called Home Depot, they referred us to *******, which they confirmed our washer was still covered under warranty, and told us at first they would have a tech out to look at it on January 4th of 2023. I voiced that is not acceptable and talked to a manager ********* ID# **** Department SPMG, he agreed. He said if we did not get a call by end of day on Thursday December 1st, 2022 with a new appointment set for service, that they would deliver, return and replace it. I did receive a call on the December 1, 2022 that they explained they had not been able to find a local tech yet. We called Friday December 2, 2022 at 2pm EST like we were instructed, to get confirmation date of delivery for a new washer. We spent 3.5 hours getting hung up on and the run around with no solution. I lost at the very least 3k - 10k of income by taking 3.5 hours out of my work. They are trying to send a non ******* Tech out to look at it now. In my opinion this is like getting served a rotten egg, and replacing that bad egg with another bad yoke from the same rotten dozen.We were promised a new washer, that is what I expect.
Business Response
Date: 12/19/2022
December 19, 2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************ 30303
RE: *************************** BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We partnered with our Online Team, and they have advised that they partnered with ******* and a refund ticket was completed under ticket # **********.Please know that it is The Home Depot's 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
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********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.
Sincerely,
***************************Initial Complaint
Date:12/02/2022
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.
After spending $2200 on carpet, taking the day off work, and waiting for the installation date to arrive - the carpet was damage and not able to be installed. NO ONE from the Home Depot had the decency to call and apologize - they could have not even cared!!Well I care and Im very upset! This is NOT good! I want to be contacted by the Home Depot and NOT by the installation company (****** Installation). Take accountability for your customer ********************** issues - JUST AS YOU WOULD EXPECT YOUR OWN ISSUES TO BE HANDLED.Business Response
Date: 12/27/2022
December 27th, 2022
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ************************* BBB Complaint#: ********
Dear *****************************,
We acknowledge the receipt of the BBB Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot contacted the customer and apologized for the lack of follow up. The customer has a scheduled install for 12/28 after completion compensation will be discussed.
With this being said, The Home Depot does not 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,
*******************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 01/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Customer Answer
Date: 05/18/2023
$2400 carpet installed less than 6 months ago is popping seams and literally coming apart from the carpet packing (separating). Apparently the carpet is defective - Ive had several service calls, on what was the most expensive carpet in the store. Wow!Business Response
Date: 05/30/2023
May 30, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot service team is working with the installers to inspect and repair the carpet.
With this being said, The Home Depot does not consider this matter resolved and the service ticket will remain open until the customers concerns are addressed.
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: 05/31/2023
Complaint: 18516417
I am rejecting this response because:This sounds great but how about we keep this file open until this matter is resolved. A one room carpet that cost $2290 is a lot of money to spend - on a piece of carpet thats apparently defective.
Were all consumers - wouldnt you agree.
Sincerely,
*************************Business Response
Date: 06/05/2023
June 5, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot service team is working with the manufacturer to determine the defect.
With this being said, The Home Depot does not consider this matter resolved and the service ticket will remain open until the customers concerns are addressed.
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: 06/05/2023
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:12/02/2022
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.
Hello,My name is *********************** and I am calling to report a formal complaint against Home Depot. On 11/24/22, I ordered a vanity for my son and daughter in-laws house to be shipped. On 12/1/22, I was notified that *** would not ship the package to my house, so I scheduled them for the very next day.When 12/2 came, they delivered it to the incorrect house and refused to provide me with a refund, violating their own terms. I am very upset with their decision and opened a case with my credit card company as well. Please feel free to contact me for more information. Thank you,***********************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 Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation called *************************** on December 6th, 7th and 8th. At this time, we received the customers voicemail, **************** is not accepting calls and we could not leave a voicemail.
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:30921668Initial Complaint
Date:12/02/2022
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 placed an order on my home depot credit card for ten regular rocker switches, ten wall plates, and ten smart rocker switches via order number WB19115910. The order was shipped; however, it was shipped in two separate packages. The order was partially received and what was received was the ten regular rocker switches and ten wall plates. I tracked the order, and both packages showed delivered, so I called the customer ********************** line for HD, and I was told that I had to submit a dispute with the credit card company. I called my credit card company which issued my home depot card, and they opened a dispute and the dispute was closed because HD stated the items were delivered.I am a man based on principle, and I refuse to pay for something I have not received; however, my credit is in jeopardy as HD is adding interest and reporting my account late to the credit bureau. I am reaching out at this point as I'd like to get this situation resolved. I have purchased a multitude of items from HD for my business and personally and never had an issue. I would appreciate it if someone in HD would understand the consumer aspect of this issue and provide an amicable resolution.Business Response
Date: 12/04/2022
December 4, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************** / BBB Case #: 18516084
Dear **************:
We acknowledge the receipt of the BBB Case #: 18516084.
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 Escalations Team, who spoke directly with the customer and researched the items not delivered. As a customer ********************** gesture, we did process a full refund for the missing items.
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 #: 30893015Customer Answer
Date: 12/04/2022
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:12/02/2022
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 home depot on *******************. And ***********. Repeatedly talked to customer ********************** about handicap carts last week twice said fully charged then died in middle of store. They are in very poor condition and very slow.batteries have Reached their lifespan. The situation has been going on for at least 4 months now. Noone attends to the issue despite many complaints....thank youBusiness 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 #: 18515436
Dear **************:
We acknowledge the receipt of the BBB Case #: 18515436.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his in store shopping experience.
The Home Depot has reviewed this case and offers the following resolution. The store manager advised that a request has been made for additional handicap carts due to their heavy use. An IT ticket has also been submitted to make sure there isn't anything internal affecting the battery life of the carts. The closing manager also ensures that the carts are plugged in at closing and ready for use the next day.
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:12/02/2022
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 Dishwasher (GE 24 in. White ***** Control Built-In Tall Tub Dishwasher with 60dBA, ENERGY STAR), and paid for a full installation and haul-away of the old dishwasher on Nov 11 with a delivery date of Nov 16.On Nov 16, inside the window of delivery, I was contacted by the person making the delivery who said he was in the truck and on the way to my house for delivery. In that conversation, the deliveryman indicated that the store did not have the parts to complete the job. He said that the store did not have the hose that is needed to make the dishwasher functional. He then asked if he could still deliver the dishwasher and have me hold it in my garage until they could get the part, and they would then reschedule the installation and haul-away service for a later date. As my garage is very small, there was no place to hold the dishwasher without preventing my family from utilizing our garage, so I told him no and he took the dishwasher back.The rescheduled date was then only able to be remade on Nov 30.When the delivery was made, it was discovered that the dishwasher was hardwired and therefore required a plumber to install. The deliveryman then lied to me about the date the plumber could come out, saying that it would be Dec 2 in order to be able to keep the new dishwasher in my garage. But the plumber was not scheduled until Dec 9.This puts my garage out of usability, and I will be further inconvenienced by the fact that the haul-away service won't occur until Dec 14.I will be without a functional dishwasher for 28 days, and without the use of my garage for 14 days.Business Response
Date: 12/08/2022
December 8, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Case #: 18515010
Dear **************:
We acknowledge the receipt of the BBB Case #: 18515010.
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 dishwasher ****************** and haul away were refunded to the customer's card. A physical check has also been sent to the customer to cover the cost of a third party plumber.
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 #: 30892984Customer 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:12/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought my KitchenAid dishwasher from Home Depot **********, ** on October 11, 2022. After waiting 13 days for it to arrive,It was delivered on October 24, 2022. We got it installed on October 30, 2022. I used it 4 times. It stopped working and started beeping at me on November 4, 2022. I immediately called Kitchenaid and Home Depot to resolve the issue. Home Depot said I needed to report any issues within 48 hours of receiving it. It worked for me for 4 days. FOUR loads of dishes. Home Depot is NO HELP. ********** sent a repair man out with the WRONG part. Now Im WAITING for the correct part to come in. Since November 16- the date the repair man was here. So non working dishwasher since November 4, 2022. It is December 2, 2022. Crickets from anyone. Part needed is a computer board. On a brand new dishwasher. I need a new computer board. How?! I see this as a defective unit! And Home Depot is doing nothing. They sold me a defective dishwasher and Ive been washing dishes by hand for my family of 4 for a MONTH!Business Response
Date: 12/09/2022
December 9th, 2022
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ********************* BBB Complaint#: ********
Dear *****************************,
We acknowledge the receipt of the BBB Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation spoke with the vendor who ordered the parts needed to repair the dishwasher. Once parts arrive the vendor will schedule service appointment with customer.
With this being said, ********************** does not consider this matter resolved and the service ticket with online will remain open until customers issue is addressed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 12/09/2022
Complaint: 18513806
I am rejecting this response because:
My dishwasher stopped working on November 4. After 4 days. I waited two weeks for a repair man to come out the first time November 16. It was not resolved. It got the BBB involved and waited yet ANOTHER WEEK. Now, the part is in and Im waiting until December 27 for it to fix my unit.I have paid full price for this machine and it will be out of service for 43 days!!!!!! This is unacceptable. I wouldnt have bought it if someone had told me it would break after 4 washes and with every person I spoke with about the issue, they took my complaint and had me wait another week and another week and another 5 business days. Im always shoved to the back of the line. Where is the customer **********************?????!!! Ive paid for this machine in FULL AND THIS IS A NIGHTMARE.
*********************Business Response
Date: 12/09/2022
December 9th, 2022
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: ********************* BBB Complaint#: ********
Dear *****************************,
We acknowledge the receipt of the BBB Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation spoke with the vendor who ordered the parts needed to repair the dishwasher. Once parts arrive the vendor will schedule service appointment with customer.
With this being said, The Home Depot does not consider this matter resolved and the service ticket with online will remain open until customers issue is addressed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:12/01/2022
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 first went to the Home Depot in **********, ** on 8-21-22 and ordered a quote/measurement for a new front door. The installer called, scheduled and came (30 minutes late). He grabbed some quick measurements and left without giving me any information. A few weeks later I had email correspondence with a representative at the store who told me the installer's measurements showed that my current door was not a standard size and would cost thousands of dollars to replace my door. I was not going to move forward, so the representative offered to have the installer come back out and remove the molding of my door to get a more accurate measurement. I accepted, the installer called, however, I was out of town. I gave him a date for when I thought I would be back, however I was incorrect and realized I would not be back by that date. I sent him a text message to let him know and then followed up the next day with a phone call which he answered and said he would call me back later that evening to reschedule (he never did and I never heard back from him). The installer proceeded to show up at the date and time that I canceled which I witnessed on my ring doorbell. My dog sitter answered the door and allowed him access. The installer was in and out in under 1 minute, without removing the molding to attain an accurate measurement as promised. I tried calling Home Depot corporate twice and left messages as well as sending 2 emails to the store manager. I have never received a response from anyone. Due to the lack of professionalism I have no confidence in Home Depot or the installer to do the job properly, and am requesting a refund to the attached receipt.Business Response
Date: 12/12/2022
December 12,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: ***************************** /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customer has been refunded by the store for the measurement.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 12/12/2022
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:12/01/2022
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 have reached out to Home Depots customer ********************** in several different ways; via their text support and then as their text support recommended, by telephone, because of an item that is out of stock, unable to be shipped and told that I could only be refunded once I receive the product ordered online. Despite reaching out and speaking to two different customer ********************** managers, they do not have the ability to reach out to their vendor to cancel an order they cannot fulfill. At the same time, according to their contact center managers, the only way can they can cancel an order is once the order has shipped (yet they cant because the item is out of stock, per their say so). Home Depot has gladly received my money, yet refuses to cancel an order, refund me, yet cant deliver the product they advertised as having in stock and receiving home delivery on the date advertised. Their website information is inaccurate, deceptive, and then upon calling after no communication that there was an issue, they have refused to cancel an order and issue a refund. Upon requesting to speak to another manager, I was advised there was nobody that I could speak to and that I could not do anything but wait for this item to arrive before I could return it for a refund. Definitely appears they have a broken process and refuse to do the right thing by the customer to fix the problem, except put all of the responsibility on the customer to fix their process where they are unable to contact their vendor to cancel an order they cant fulfill. Needless to say, Im done being a ProCustomer and Ill take my business elsewhere.Business Response
Date: 12/05/2022
December 5, 2022
Attn: ***********************,Trade Practice Specialist
Better Business Bureau 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 his recent Milwaukee M12 Lithium-Ion Cordless Hammer drill purchased on line through The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted ******************** with his online order WD16495804, to confirm receipt of the refund and to confirm reorder arrival of the product, all reported as completed on December 3rd.
With that 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,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
** Case#: 30882490Customer Answer
Date: 12/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me. Thank you to Home Depot for being so quick to acknowledge and correct this for me. Once I was finally able to speak to someone empowered to help, th Nah couldnt have been better. Many thanks!
Sincerely,
*************************Initial Complaint
Date:12/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a battery set on line and there telling me I didn't click on the box to receive the free tool and I know I did and now they won't send me the free tool I waited about a hour on the phone between 2 people to get the answer they won't do anything about it. this is wrong all I want is the tool I should have gotten to begin with thank youBusiness Response
Date: 12/12/2022
December 12, 2022
Attn: ***********************,Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
RE: ***************************** BBB Case 18511396
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint 18511396.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the online purchases ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team will be assisting ******************** with his online order s. The online Executive Escalation Team has reported that we checked both orders an neither has been returned, ******************** has a year from the purchase date to return the unwanted battery kit, if he chooses to do so. The router has been received and the case is resolved.
With that 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,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 30882492
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