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:12/01/2022
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 purchased an ** refrigerator, and stackable washer and dryer from Home Depot on 11/17/22. My in-home delivery and installation was scheduled for 11/22/22. Two men (delivery crew) arrived at my home around 5:45pm. After looking at my kitchen and laundry space, I was told that: 1) the stairway was only 27 inches in width and too small for the 29 inch fridge 2) I needed to buy a washer hose extender and gas connector (for the washer and dryer). As such, the crew cancelled my fridge and left the washer and dryer in my ********* was told to call Home Depot and make an installation appointment once I purchase the additional materials. After the crew left, I measured my stairway and it was 41 inches. The fridge I purchased is ***** inches. There's plenty of room. I was the crew's last delivery of the day and I think they were lazy, especially since it was already dark outside. As for the washer and dryer, I purchased the two items and made an appointment for 11/29/22. I received an email with a link to a tracker which I checked throughout the day. It went from showing me as the next stop, to arrived, to need to reschedule. I called customer ********************** and was told that the driver said I wanted to reschedule (in the notes). BS! I was put on hold for about 20 minutes. When the rep came back, the rep said she could not get in touch with the driver to find out why he didn't show up. The driver did not pick up the phone. My new date was Dec. 1. And what happened? Nothing. No time frame, no driver, nothing. NOTHING! I can't begin to describe how frustrating this is. Home Depot - the company that you use for delivery needs to be accountable. Don't place the burden on your customers. Do better.
Business Response
Date: 12/13/2022
December 13, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: *********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The online resolutions team contacted the customer to further assist. The customer was refunded for the ****************** and parts charged on the order in the full amount of $124.45.
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: 30882460Customer Answer
Date: 12/13/2022
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: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 windows at the end of February, March time, i was informed that there was a bit of a delay on the windows as the color i chose they were a bit behind due to material shortaged but should see them by July, the door I should have seen by ****, the first call I got was in early June, informing me everything was in, however not sure why no one called a month earlier when the door came in. Scheduled and delivered it to my house. the Door was, no longer in its packaging and i had to closely inspect it for damage and missing all the plugs, screws, it was missing the brick molding also, but this was not discovered till i finally got what i thought was everything to install the windows and door. The brick mold, was probably lost to careless from HD when they unpackaged it. Well I didnt get any caulk or the required install kits for the windows, still missing the hardware to open the windows,this took months to get fixed, and still only got half of the install kits as of date. The caulk came in, again never was called, i had to call to get any updates on my order, was told it was there and spent several hours and a manager attempt to locate it, they could only find the hardware, That i Kept insisting it was wrong color, and shape(as i ordered windows to match the ones i had) I refused to pick up the hardware at that time so they could reorder. ***** finally arrived after they drug their feet to reorder, after telling me they gave it to someone else and offer some offbrand, I refused. screens( arrived weeks before, again no call)(screens were damaged when i went to pick them up. This was beginning of OCT. when i had to call again, to find out where everything was. install hardware should be at the store 10/19. The first window installed was made wrong by supplier, but alas HD ordered every window incorrectly, with the wrong interior trim - at this point they are worried about screens, but have not addressed, the door or windows themselves.Business Response
Date: 12/13/2022
December 13, 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 field team and reached the following resolution. The customer stated that they will not be available until January for a site visit, once available the field team will complete a site visit and proceed from there.
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: 12/14/2022
Complaint: 18511051
I am rejecting this response because:first they asked for a day time and I gave it to them, and it was rejected. Any day after *****pm or the 25th. And thefact I have to give them 3-5days notice for any day makes it incredibly hard to also as Im on the feeling the next I will be told a weekend day wont work either next I get a day and ask if a Sunday will work, because an outside party ******** has to come out also, which I dont really see them working on a weekend.
at this time, there is no answer on what will happen or what will come off the site visit happens, or why it is even needed as only one of the 8 window ordered were installed. I was told they need the production codes and pictures of whats wrong with the windows, when I have already sent a dozen of them showing the stores s**** up of the windows, they requested and needed in good day light, which took time as shorter days and the fact closer to winter, Im not home as much and has travel plans. But sent pictures The original order from years ago, the issue with the window that ******** messed up with, with the one that was installed, but didnt help the fact that every last windows was ordered with the wrong trim.
as I have taken fairly decent notes on this issue thus far and have requested to speak to the store manager, I finally received an email from him, but still never a phone call, and he claimed he had spoken to me. Which was false, because if he had it wouldnt have taken 5 months to get the simplest of s**** *** by the store resolved, so the windows could even be attempted to get installed before November, when the windows themselves arrived in the beginning of June. No one in the store has yet to apologize or even give a realistic explanation on why its taken so long for the smallest simple things.
Even after this requested site visit, which there is still no answer on what will be done to correct the misorder by the store. I was still never informed of what direction this nightmare will go and continue from there. Or how a windows guy is going to fix the missing part of the front door I have.
In the end their currently suggested solution doesnt answer anything, resolve anything, or even give any indication of what direction it will go.
Sincerely,
*******************Business Response
Date: 12/28/2022
December 28, 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. A Previously stated we partnered with our field team and reached the following solution. The customer stated they will not be available until January for a site visit, once available the field team will complete a site visit and proceed from therePlease 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: 01/10/2023
Complaint: 18511051
I am rejecting this response because:still in progress till I have time available to work with the store to come out with additional 3rd party as they refuse to attempt to resolve over the phone or pictures provided, that shows their failure to order parts deliver defected or damaged parts, and get parts missing and recieved in a reasonable timely manner, which 6 months was not. Due to both the store and 3rd party needing to come out a lot of time is unavailable, and my busy work schedule makes it impossible to oblige both other parties at this time as they keep wanting to come out in the middle of a work day.
until they finally decide come out and work with me on the time when Im available this is on hold as the days and times I have sent went unanswered or declined as able to. To work for them
Sincerely,
*******************Business Response
Date: 01/19/2023
January 19, 2023
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. The Home Depot has contacted the customer numerous times in the past month regarding this matter, and we have asked for specific dates that the customer would be available to try to coordinate a site visit. We havent received a response and at this time will be closing out the case.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# ********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 bought a dining table from home depot and it was supposed to be shipped to my house, I never get the item and the driver claim he delivered and sign my name on it, I try to resolve the issue with the shipping company and Home depot without success, the item is not were to be found and Home depot still owe me a refund.Business Response
Date: 12/12/2022
December 12, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: Charifa Badrane/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 online resolutions team contacted the customer and assisted with a one-time return and refund due to fulfillment failure.
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: 30882472Initial 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 rented a dump trailer from the Home Depot ******, ** location. When it was 75-80% filled with dirt, I went to dump the dirt. The trailer would not dump. The dump location was in Volo, ** and there was a Home Depot across the highway, so I took the trailer with the dirt to them. They had an identical dump trailer on their lot, so they rented it to me to finish my project. In the meantime, Home Depot ****** had their tech check the loaded trailer. He said he thought it was overloaded. There was a label on the trailer that indicated *** load was **** lbs, but there was no way of knowing the weight of the dirt I had. The trailer wasn't full and there was no way to check the weight of the dirt. I had no reason to think it was overloaded. When I finished the job, I returned the functional dump trailer back to the Home Depot store in ****, **. My son and I took the non functional dump trailer with the dirt still in it back to the dump location. This time, we connected jumper cables from my truck to the dump trailer battery and tried to assist the dumping process by lifting up some on the front corners of the trailer. By doing these things, we were able to dump the load of dirt. We returned the trailer back to the ******, ** store expecting to only pay for the functional trailer. Instead, the ****** store refused to refund our money, because they claimed it was non functional due to being overloaded, although no one weighed the load. The resolution to this would be for the Home Depot in ******, ** to refund the rental cost of the non functional trailer. My project didn't require two dump trailers, only one functional one. Attached are the contracts from each of the Home Depot stores. Thank you for your help.********************* ************Business Response
Date: 12/05/2022
December 5, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB CASE#: 18491490
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18491490
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We contacted ************** the tech inspected the trailer and noted that his findings were that the battery and pump were performing correctly. The dump truck was overloaded and as a result, (please see attached photo) the customer is fully liable for all charges. However, as a one-time customer ********************** gesture we have extended a Home Depot electronic gift card to cover the cost of the rental agreement.
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: 30692852Initial 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.
In February of 2019 I purchased new carpet and padding from Home Depot, and hired their install team to accomplish the installation. Unfortunately, at the time of installation, the installers did not comply with the padding manufacturer's installation guidelines.The guidelines set forth by the manufacturer state the following: "After the cushion is laid out and trimmed: use a flexible, water resistant, vinyl cloth tape to cover the seams and staple holes. Most premium Duct Tapes meet these specifications, so they are approved for use."In late-October of 2022, a small area measuring approximately five square feet was temporarily subjected to water. The water was minimal, and it was removed and dried from the carpet within four hours of becoming wet. The padding, however, is unable to dry due to a water resistant barrier on both sides. Upon inspection, it became apparent that the reason the padding was able to absorb water, despite having a water-resistant barrier, was due to the fact that none of the seams in the padding were ever sealed with a water resistant tape. I have requested that Home Depot resolve the issue, however, my request has been denied. Home Depot's explanation for the denial is due to the fact that I am beyond the warranty timeline. Also described in the manufacturer's installation guidelines is the following: "Failure to comply with the above methods may void the cushion warranty, relieving the manufacturer of any liabilities or claims against product performance or integrity." By not properly sealing the padding seams with a water-resistant tape, the manufacturer's warranty became void at the time of installation. It is quite apparent that the reason my padding was able to absorb water was due to an improper installation, and I feel Home Depot should be responsible for correcting the error. I am requesting Home Depot replace my carpet and padding at their expense, and ensure the new padding is installed correctly.Business Response
Date: 12/13/2022
December 13, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB CASE#: 18491284
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18491284
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The carpet is scheduled for replacement on 12/14/22. We will be replacing the carpet and padding.
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: 30804424Customer Answer
Date: 12/14/2022
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: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.
In June, 2022, my wife and I signed a purchase agreement with Home Depot home installation services for impact windows and doors for our house. Home Depot pulled two permits one for the doors and one for the windows. Windows purchased cost $14,848.00 Doors purchased cost $7,758.00. ************* located in ***************, ** was hired by Home Depot to do the installation. Windows and doors were installed Oct 6,2022. The city inspection on the doors failed the first time but was passed the second time on Nov 18th. As of the time of this complaint the windows have not been inspected to close the permit so we can set up a wind mitigation inspection to send to our insurance carrier. Numerous calls to the numbers provided on our Home Depot instructions were unsuccessful at getting us scheduled for an inspection. A manager named ******* at the ********** store was very helpful in assisting us with an issue with our doors but explained that the window installation was a different division. He assisted us in getting contact with an installation coordinator with *************. She has been helpful but seems unable to expedite getting us some kind of pictures of the window install that apparently the installers did not give J&G. I went to the building permit office in ********* and requested information for myself. I discovered one hold up wasn't necessary but there is a requirement from the City for the pictures. My wife and I want someone in charge to get this resolved. Here it is almost 60 days after the installation and one permit cannot be closed. That means the $22,000 plus funds we spent with Home Depot cannot be turned in to our insurance carrier to get a credit on our home owners policy. What ever happened to Home Depot customer **********************? The sales person for our order stated that we could call him for anything....not so.Business Response
Date: 12/12/2022
Home Depot ******, Inc.
Customer Care
2455 Paces Ferry Road
*******, ******* 30339
More saving. More doing.SM
October 12th, 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 window installation ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot is working with the service provider to obtain the proper documentation to allow the final inspection to take place with the municipality.
Please allow more time to permit us to work to ensure completion and passing of final inspection.
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,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 30881496Initial 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 spent around $7,000.00 in the last 3 months redoing my kitchen. In the 11/3/22 ad my refrigerator was on sale for an exact $100.00 cheaper. The bottom of the advertisement states Trust our price guarantee. I went in to the store with my receipt and the newspaper ad from their store. They refused to honor it! First they said not valid on appliances. We read the ad, and indeed it does apply. Then they said 15 days to match. No where in the paragraph says 15 days or any number of days. He was mean. I stated look at my purchase history of the thousands I chose to spend at Home Depot. He said he was finished talking and left! I am sickened about the disrespect and rude customer ********************** and lie. *** owned my home for 23 years and time to do some major repairs and projects. Kitchen done. Bath and laundry room next. Home Depot has received my last dime.Business Response
Date: 12/06/2022
December 6, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
********************
North Tower, Suite 900
*******, ** 3030
RE: *********************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. I contacted ************** and offered her an electronic gift card by the Home Depot in the amount of $200.00 for the inconvenience and she accepted.Our store Specialty Assistant Store Manager **************** contacted ************** and apologized for her store experience. ************** was thankful for the call and the way the situation was dealt with.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 if you have any questions.
Sincerely,
***** T Hodge
Executive Escalations
Phone:***********************
Fax:************
SF:30881137Customer Answer
Date: 12/06/2022
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 over the years spent tens of thousands of dollars with Home Depot as we are contractors and have several employees that purchase supplies we need. I have a Homedepot pro card. I also was told i could return items back to the store up to 1 year later after purchase as i have done a in the past. When i went to return a few items this time a couple of days ago i was told that the Home depot now uses a third party to handle all returns. ( I knew then it was going to be a problem and sure enough they refused to take the items back due to no receipt which by the way i never had a problem with in the past ).My experience is that a 3rd party is hired simply as a tool to deny customer requests and ********************** gets to say it was not us).the rude cashier also said that i could contact this 3rd part company gave me a number to call and i have never heard a word back from anyone.Business Response
Date: 12/05/2022
December 5, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB CASE#: 18490898
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18490898
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We contacted the customer and shared best practices to avoid future denials. In addition, we have provided a one-time accommodation in which the customer accepted.
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: 30881386Customer 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 satisfactory to me.
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.
Started a kitchen remodel with Home Depot, *************, ** February 2022, completed end of October 2022. Signed refund paper work 10/31/22 for the laundry room and other items Home Depot couldn't complete as agreed. This refund is money we already paid for the remodel but HDI couldn't handle. Payment was approved by *********************, HDI executive. HDI's accounting team has not issued agreed refund back to us. HDI case number is ********.Business Response
Date: 12/13/2022
December 13, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
********************
North Tower, Suite 900
*******, ** 3030
RE: ***********************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our store leadership team advised ************* was contacted and informed his checks has been process. ************** is seeking the exact date of arrival and unfortunately, we are not able to provide the requested information.************** was also advised refunds are now taking up to six weeks. We at the Home Depot has done everything to assist the customer expect providing him with an exact date at this time for the arrival of his checks.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 if you have any questions.
Sincerely,
***** T Hodge
Executive Escalations
Phone:***********************
Fax:************
SF:30920931Customer Answer
Date: 12/16/2022
Complaint: 18490769
I am rejecting this response because:
Sincerely,
***********************Business Response
Date: 12/19/2022
December 19, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 3030
RE: ***********************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.As previously stated our store leadership team advised ************* was contacted and informed his checks has been process. ************** is seeking the exact date of arrival and unfortunately, we are not able to provide the requested information.
************** was also advised refunds are now taking up to six weeks. We at the Home Depot has done everything to assist the customer expect providing him with an exact date at this time for the arrival of his checks.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** T Hodge
Executive Escalations
Phone: ***********************
Fax: ************
SF: 30920931Customer Answer
Date: 12/19/2022
Complaint: 18490769
I am rejecting this response because:
Sincerely,
*********************** this response is totally unacceptable. You have been sitting on 100k of my money since feb of ****************************************************************************** a refund would not be a problem. This does not seem to be the caseInitial 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.
In May 2022, I purchased a patio door from Home Depot's **********, ** store. It was finally installed on October 10, 2022, by Home Depot's installation company, ** Installations. I noted to the installer that the door had multiple scratches. He stated that paint would cover them up. Following installation, the ** Installation installer then had me sign something on his phone, which I was not allowed to read and did not receive a copy of afterwards. I received an email from ** Installations on October 10, 2022, which I responded to on October 18, 2022, with "The door has minor scratches in several places." I didn't plan to file a complaint with Home Depot until the end of October, after realizing that the email I sent to the installer was not being acted upon by the installer. Since then, Home Depot investigated the case. Their response received on November 28, 2022, states "Given the two-week interval between the installation and your first mention of the issue, along with the document you singed accepting the installation, Home Depot cannot replace the door. In the interests of good faith, we would be willing to provide paint and primer to correct the issue with the door." In my opinion, Home Depot's response is insufficient. First, per Home Depot's website, their installation services are backed by a "one year warranty on labor as well as warranties on all of our products." Secondly, I NEVER received a copy of the document that Home Depot is referring too. And finally, providing me with primer and paint does not correct the issues with the door.Business Response
Date: 12/08/2022
December 8, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB CASE#: 18489742
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18489742
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have completed a site visit and agreed to reorder and install the door closer/transition piece and provide ************** with product to clean rub marks on the door.
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: ********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,
*******************
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