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
- 11,851 total complaints in the last 3 years.
- 3,461 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:11/30/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 13, 2022, I purchased 11 doors from Home Depot at *************************************************************** for $7977.51. They installed the doors on November 11 and 12. The doors have a 2"-inch gap at the top and bottom. All of the hardware for the doors are not straight and the doors are not painted ****** white as requested. The installer stated that I needed heavier brackets for doors. I went to Home Depot on November 12, 19, and 26. Manager ****** assured me someone would reach out to me and would send someone to re-check the measurements. Store manager **** offered to give me free paint as a resolution. I already paid for the doors. I am not satisfied with the service. I should be able to get it fixed properly or get my money back. They wanted to charge me another $8000.00 for painted doors!
Business Response
Date: 12/29/2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************** / BBB Case #: ********
Dear ******:
We acknowledge the receipt of the BBB Case #********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case. I am currently working with the Service Provider to provide the customer with a resolution. The case will remain open until completion.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 30862005Customer Answer
Date: 12/30/2022
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:11/30/2022
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.
See uploaded document.Business Response
Date: 12/05/2022
December 5, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case #: 18483174
Dear *************:
We acknowledge the receipt of the BBB Case #: 18483174.
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 carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with our Online Executive team regarding the customers case. At the conclusion of the review the customer received compensation for the full amount of the haul away of the old dryer and installation of the new dryer, in addition to a markdown on the order.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter-Executive Escalations
Phone: ************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Initial Complaint
Date:11/30/2022
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.
We ordered a ******* range online on 11/12/22. It was delivered 11/16/22. The smart control feature button to connect the wifi did not work. My husband called ******* that day. They sent a technician out who could not fix the issue. We said we wanted to return the range. The tech said we needed to talk to an engineer , who would call us. The engineer never called us. On 11/30/22, ******* told us we need to arrange with Home Depot to pick up the range. Home Depot said they need authorization from *******. We want the range picked up and a full refund of the $875.51 we paid.Business Response
Date: 12/08/2022
12/08/2022?
Sent Via Email??
Attn:Ms. *****************;
Customer Experience Specialist??
**********************??
Serving Metro Atlanta, ****** & Northeast *******???
235 ********************************* Tower, Suite 900??
*******,** 30303??
RE: *****************************/BBB Case # ********
?Dear **************:????
?We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their appliance.?
The Home Depot has carefully reviewed and investigated this matter, and our online team has verified that the unit was picked up. Our team has processed a refund for the unit, the haul away portion will process separately.
The Home Depot considers 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 do not hesitate to contact me if you have any questions.???
Sincerely,??
******* Clay
Executive Escalations???
Phone:***********************??
Fax:************??
Reference Number: 30861833Customer 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:11/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depot has implemented a new money-making scam as all of a sudden, they deny returns if you dont carry the paper receipt. I tried to return some left-over parts that I purchased less then two weeks ago. After scanning the items, the computer denied the return. The manager on duty got involved and besides of him being incredibly noncooperative, rude and cocky he informed me that there is nothing he could do. I then called the Home Depot customer ********************** line to express my concerns and again; zero cooperation from this individual obviously located in some overseas foreign country. I informed the foreign customer care representative that I would like to escalate this complained. I was put on hold for almost 10 minutes until the man informed me that an escalated complained had been filed and that I would receive an email with the complained details as soon I would hang up with the man, followed by a call from a Home Depot escalation representative. None of the above happened, no email, no call. The Home Depots latest method is obviously to leave you living on a prayer. It is ludicrous how the Home Depot is turning into one of the large scamming corporations that put new policies in place to scam their customers! And worst; that they treat you like an imbecile by letting you file complaints that disappears into thin air. The Home Depot misleads and swindles their customers.Business Response
Date: 11/30/2022
11/30/2022
Sent Via Email
Attn:***************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: Frits Van ***************************** Case # ********
Dear **************:
We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with an in-store return.
The Home Depot has carefully reviewed and investigated this matter.I spoke with the customer and educated him on our unreceipted return policy. I have issued a The Home Depot gift card as a one-time courtesy.
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 do not hesitate to contact me if you have any questions.
Sincerely,
******* Clay
Executive Escalations
Phone:***********************
Fax:************
Reference Number: 30862120Initial Complaint
Date:11/30/2022
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.
Dear BBB,Home Depot and Citibank continue to decline my application for credit for unethical purposes. I cant help to believe that there is some type of discrimination going on in their determination and Im ready to take legal actions. I have 730 credit score. I have paid off my 70,000-student loan, I have paid off my 180,000-dollar mortgage, Ive paid off all my credit cards and they continue to say these factors regarding my account.Numbers of account currently delinquent. - I have no accounts delinquent TIME IN MONTHS SINCE MOST RECENT DELIQUENCES- Even before I paid off all my bills, I paid all my bills on time.Use of credit on all accounts- I have 100 percent credit on all cards because I paid them up.Average age of account- I have all of my same credit cards for years.The idea they can continue to use these factors against me are outrageous because this is the same statement, they gave me years ago when I had a low credit score and I had outstanding balances on my credit card so they are not reviewing credit reports like they say, or they would be able to clearly see that they are incorrect. I have attached to this letter the letter they sent me. I would like to have an explanation of who oversee reviewing letters and how credit is determined. I would also like my Home Depot credit card to be issued to me with an apology letter.Thank you, ***************************Business Response
Date: 11/30/2022
November 30, 2022
Sent Via Email
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Case #********
Dear ***************:
We acknowledge the receipt of BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customers may have experienced regarding their credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, *************************** will receive a response directly from them.
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 do not hesitate to contact me if you have any questions.
Sincerely,
*************************
Executive Escalations
Phone: ***********************
Reference Number: 30862123Initial Complaint
Date:11/30/2022
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 made a purchase on 11/9. I paid most of purchase on my cc and some on gift card. I just realized I have not received a refund back yet. I called in to customer care and was transferred 3 times and ended finally with someone that was not very patient listening to me and wanted to do all the talking. She ended up telling me to call the store directly to get it resolved if I didnt see my refund soon. Why am I doing the run around for this? I want my refund on my mastercard and I want a gift card redistributed to me with the amount pd as well.Business Response
Date: 11/30/2022
11/30/2022
Sent Via Email
Attn:***************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: *******************************/BBB Case # ********
Dear **************:
We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her online order.
The Home Depot has carefully reviewed and investigated this matter,andour online team has advised the customer that the refund must be processed in person at the customers local store. The customer stated that she will go into the store in the next 1 to 2 days. Our online team will continue to monitor the case.
The Home Depot considers 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 do not hesitate to contact me if you have any questions.
Sincerely,
******* Clay
Executive Escalations
Phone:***********************
Fax:************
Reference Number: 30858448Initial Complaint
Date:11/30/2022
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.
Good morning, my name is ************** and I am filing this claim against Home Depot because they failed to complete the window installation as promised. I have made a deposit on 4/15/22 of $718.51. On 5/27/22 Home Depot sent out the contractor to replace 4 of my windows however a window was measured incorrectly in which the job could not be successfully completed. My consultant ******************* (Home Depot) stated that they will that care of it. On 6/6/22 Home Depot charged my card $2,222.76 and the work was not completed.I have made several call to Home Depot speaking with managers, *****************, ******, ****** ****. I have called ***** from the Corporate office who connected with ******, he was able to get *** out to inspect the leaky window that they replaced and check on the status of the 4th window that has not been replaced.This job was supposed to be completed on November 10th and today I have been getting the runaround regarding the completion of the work.Every time I call a manager they tell that they will call me back within 20 minutes to an hour and nothing happens until I call them back. Its been more than a week now and ****** or Chay havent called me back. Home Depot has breached there contract and I want a refund of my money. Please assist in this issue I am highly frustrated with this process and Home Depot are responsible for the water damage that has been caused in my basement from the rain because of the leaky window their contractor did not properly sealed. Lastly, *********************** who is the specialist thats supposed to be involved per ***************** never replied.I look forward to hearing from you quickly as possible! Thank you,**** Major ******************** **************Business Response
Date: 12/15/2022
December 15, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
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 their purchase with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Branch Installation Team. The branch installation manager has contacted the customer to advise the material that is needed to complete her installation has an expected ETA of January 04, 2023. Once material has been received than completion of the customer window ****************** will be completed.
With that being said, the Home Depots branch leadership will continue to work with the customer until resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: ********Customer Answer
Date: 12/15/2022
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:11/30/2022
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.
My husband was also hurt because your workers were not doing their job. Then Home Depot is passing the buck to Sedgwick. Then ******** is passing the buck to JD. ****. ************* is passing the buck to CJ Trucking LLC or ******************* I am beyond frustrated! I just need a resolution. All 3 appliances that cost **** dollars were damaged. My patio lights outside and my husband. I can not get one person to resolve it! They are replacing some of the appliances, but my GAS stove is damaged and I can not level it and am afraid to use it for fear of fire, asphyxiation, or home blowing up. I have videos, and pics or everything.Business Response
Date: 12/16/2022
December 16, 2022
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 *********************************** Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Complaint#: 18482133
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a 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 Expeditor has connected with the customer to assist in the successful delivery of her appliances. The claim with Sedgewick is an ongoing claim that is being actively worked by their agent.
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: ************
SF# ********Initial Complaint
Date:11/29/2022
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 paid Home Depot in ***** $14,876 for cabinets on **** 24, 2022. They originally said it would take about 9 weeks for the cabinets to come in and about 2-3 weeks to install them. They instructed me to tear out my cabinets for an install date of October 10, 2022. In reliance, I tore out my existing cabinets on October 4, 2022. Today is November 29, 2022 and they still have not installed them. I have been without a kitchen for months and they will not refund me, even partially. They are now estimating that I may be waiting until January or February. I have talked to countless people at the Home Depot, including the store manager and the district manager. All they give me are excuses and they keep moving the date farther out. This is not ok. The time that the Home Depot is taking to deliver the cabinets that I fully paid for in **** is not reasonable. They dont listen to me and dont seem concerned. It almost feels like they are retaliating against me for my persistence. Im at my **** end; my house is upside down without a kitchen. I dont think its fair to pay full price for dishonesty and horrible service. They tell me Im stuck with these cabinets but I think I deserve a significant refund for all the inconvenience and extra expenses they caused by making me destroy my kitchen and holding on to my money for cabinets they are not installing.Business Response
Date: 12/28/2022
December 28, 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 Executive Escalation Team called and emailed ************************************* on December 28rd regarding his order #H3201-93223.At this time, our store manager waived the support cost and need to discuss the overhang depending on the support wall. We are awaiting a response via email or a telephone call from ***********************
If any additional assistance is needed,please advise the customer to contact the agent who reached out to them (***** @ *************************).
This matter is still in progress and monitored until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 01/03/2023
The Home Depot contacted me over the holiday when I was on a pre-planned vacation. I discussed the overhang by phone but they need to wait for my return, which is tomorrow.Business Response
Date: 01/30/2023
January 30, 2023
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 Executive Escalation Team called and spoke with ************************************* on January 30th regarding his order #H3201-93223. At this time, our store manager waived the support cost and need to discuss the overhang depending on the support wall. ********************** acknowledged there are two appointments scheduled for February 7th and 13th. Once the appointments take place, the customer will contact us regarding compensation.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
This matter is still in progress and monitored until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 02/01/2023
Hello, the resolution is still in process and I ask that this matter NOT be closed by the BBB. Their cabinet installer will be returning on the 13th of February after my floors are finished to make final touches and replace a couple of defects. At that completion, we will need do discuss final compensation for all the trouble I have been through 7in not having a kitchen with running water due to the Home Depot error beginning October 10 through December 18 when the cabinets were finally installed and the normal progression of the project resumed. Thank you. *********************************Initial Complaint
Date:11/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 1/17/22 we purchased carpeting for $7999.66 from Home Depot (HD) Order H8598-320255 installed 2/7/22 by *************.The contract stated the carpeting would be installed with good workmanship., which hallway carpeting does not have because it has a cross cut visible seam in a high traffic area.We have contacted both HD (Case #********) & Superior without resolution. After installation we immediately reported damage to the carpeting.After 2 months *** of Superior inspected on 4/6 & authorized replacement.On 5/3, ******, installer, refused to install the carpeting because it was cut wrong & would not look good.*** said it was the only carpeting available in ***********, was our only option & did not tell us that the extra seam would be cross cut, against industry standards for berber carpeting because of visibility & fraying, especially in a high traffic area. The visible seam started fraying.On 8/1 we contacted HD. *** came on 8/9, clipped fuzz, & said the seam was done poorly.On 9/28 ****** came, clipped more fuzz, brushed the fibers together, & said restretching the carpeting would damage it.He said the seam is cut across the length of the carpeting, will always be visible, use/vacuuming will make it look bad, & only replacing the whole hallway will correct the problem.Our contract with HD states that the installation of our carpeting would be performed with good workmanship.Installing a cross cut seam in what *** knew was a high traffic, visible area is not good ************ **** did not disclose this to us.This compromises the ************** ************ of the seam.It has already started fraying again, since the last installers were here on 9/28.It is likely the seam will deteriorate & become impossible to repair. We purchased a good quality carpeting & expect to have it for years to come. Having this section of carpeting with an improperly installed additional seam makes that unlikely. We ask that the loft/hallway carpeting should be replaced.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 Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Team called and spoke with *************************** on December 5th regarding her order #H8598-320255. At this time, the customer has an inspection scheduled for December 20th.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
This matter is still being monitored and in progress until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:30853340Customer Answer
Date: 12/12/2022
Complaint: 18453486
I am rejecting this response because: While Superior requested another inspection on 12/20/22, but this doesn't provide a resolution to the problem. When I heard from the Home Depot resolution expeditor, she said that someone from Superior said we were told the seam would be more visible, according to industry standards, which makes no sense to us. Our other seams that are correctly cut in parallel with the length of the carpeting roll arent visible. To clarify, *** told us that we would have an additional seam. He did not tell us it would be more visible than a correctly installed seam nor that it would be cross cut. Again,seams are supposed to be cut with the length of the carpeting. This one is not. In addition, we are not just concerned about the visibility of the seam, but also its durability. The Superior inspector and installers have already cut the fuzzy fibers that have formed along the seam a couple of times, and there are more fuzzy fibers along the seam now. There is no reason to think the fraying wont continue to occur. After all, the seam is in a high traffic area and is vacuumed regularly. It is logical that the seamed area will continue to break down and will no longer be repairable, which by Superiors definition has been cutting off (?) the fibers that keep fraying, We want a long-term resolution, not one that looks better for a short time and then worsens again, resulting in weakened carpet fibers near the seam.
Sincerely,
***********************Business Response
Date: 12/14/2022
December 14, 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 Executive Team called and spoke with *************************** on December 5th regarding her order #H8598-320255. Per industry standards, the seams will not be invisible. At this time, the customer has an inspection scheduled for December 20th. After the site visit, we will follow up with **************** on December 26th.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
This matter is still being monitored and in progress until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:30853340Customer Answer
Date: 12/16/2022
Complaint: 18453486
I am rejecting this response because: my ************ for replying are to accept or reject the response. I know that an inspection is scheduled for 12/20 and that Home Depot intends to contact me on 12/26. By rejecting this response, I am merely indicating that I want the complaint to stay open.
Sincerely,
***********************Business Response
Date: 01/03/2023
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 Executive Team called and spoke with *************************** on December 5th regarding her order #H8598-320255. At this time, we have met industry standards and the seams will not be invisible.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, we have addressed the customers concerns 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:30853340Customer Answer
Date: 01/11/2023
Complaint: 18453486
I am rejecting this response because:The response is narrowly focused on only one part of the complaint and is also not valid. The hallway seam is more visible than the other seams in our installation because it is not constructed and placed according to ************************ Installation Standard for Residential Installations, as specified below. It does not meet industry standards as follows:
1)Seams should run the length of the area. It doesnt. The seam is cross cut, across the width of the carpeting.
2)Main traffic should run parallel to, rather than across, the seam. It doesnt. The seam is placed perpendicular to the main traffic.
3)Natural light does not strike across the seam. It does. Natural light strikes across the seam since there is a large window nearby.
4)A properly constructed seam: has cleanly trimmed edges properly secured with edge/seam sealer. This seam was not cleanly trimmed and secured. It keeps fraying. Superior has now trimmed the fuzz off three times, and it is still fraying.
The proper amount of carpeting should have been ordered to meet these standards. It wasnt.
The seam is more visible than other seams in our installation,and it also does not run the length of the carpeting, runs perpendicular to the main traffic, and is placed so that natural light strikes across the seam. This causes the seam to be more visible. Further, the seam itself is poorly installed because the edges are either not properly finished, likely related to the carpeting being crosscut, as well as improper trimming and sealing.
Thus, industry standards and good workmanship requirements have not been met, and the poor quality installation and inappropriately placed seam makes that area of the hallway more vulnerable to deterioration. We again request that the hallway carpeting be replaced.Sincerely,
***********************Business Response
Date: 01/20/2023
January 20, 2023
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 Executive Team called and spoke with *************************** on January 20th regarding her order #H8598-320255. At this time, we offered **************** compensation and to replace the hallway carpet with current stock from the carpet mill and she accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
This matter is still being monitored and in progress until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:30853340Customer Answer
Date: 01/25/2023
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,
***********************
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