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:11/29/2022
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.
Ordered Husky 8-Piece Heavy Duty Welded Steel Garage Storage System on 10/20/2022 (Order #WB27422769) through a ********************* Depot store in **********. The delivery company, Fastmile Logistics, contracted by Home Depot, dropped one of the 500lb+ boxes, containing 4 of the 8 cabinets) off the delivery truck, seriously damaging the metal cabinets. Delivery of this box was refused due to the damage and I was told that Home Depot would replace the damaged items by the in-store customer ********************** employee. After numerous calls to both Home Depot and Husky customer ********************** lines no one could resolve the issue, despite a case having been opened. Finally, after multiple calls, one customer ********************** rep finally told me that the best he could do was to sell me the remaining 4 pieces seperately at a steep discount for which he had to get supervisor approval. While I thought this was absurd and that Home Depot should replace the damaged cabinets free of charge, I reordered the remaining cabinets on 11/15/2022 as opposed to spending more unproductive time on the line with customer ********************** reps without getting closer to a resolution (this was Order#CP51748303). This cost me an extra $1,042.98 on top of the original $4,201.94 that I spent on the cabinets. The order tracking states that this order was received by Fastmile Logistics on 11/23 but when I called this carrier to confirm, they deny having received the order from Home Depot. I once again contacted Home Depot and they have opened yet another case to locate the wherabouts of these cabinets. (Case #********). At this point, I am out $5,244.92 and I only have half of the product ordered. The storage system does not work without all the pieces since they link together. This would almost be comical if I didn't feel so unbelievably ripped off. I am asking that Home Depot simply deliver the products that they sold me, which seems like a completely reasonable expectation since they are in the retail business.
Business Response
Date: 12/01/2022
December 1, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** 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.
A new gift card was issued to cover the cost of the missing pieces of the Garage Storage System. We then placed a new order for the missing pieces with the gift card. The *** of the Garage Storage System pieces is 12/09/22.
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: ********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 ordered barstools online straight from the Home Depot app. I have the Lebanon ** store location chosen in the app. The description under the photo of the barstools was unclear to me if it was one single stool or two. Given the price was on the higher side I scrolled down to the item specifications tab to check. In the item specifications tab under number of stools it said 2. So this was a set of barstools. Lots of barstools are sold as sets so I was happy to see that these were listed as a set in the specifications. I needed 4 so I ordered two sets. When they arrived I only got two barstools. I checked my order to see if any were just running behind in the shopping process. They were showing all were delivered. I called the number in the app for the ******* ** location because I couldnt find a customer ********************** number for the app itself. When I called the lady I talked to put me on hold so she could call their dot com when she came back on the line she told me it is a typo, they will fix the typo thats is absolutely all they offered me was to go in and fix a typo! I told her that didnt help me at all. She then replied well the item description doesnt say its two. Well yes maam I know thats why I went to the item specifications to see how many it was because set items are not always listed as a set on an app. She admitted to me that she could see it said it was 2 in the specifications but she couldnt offer me any solution. I am absolutely shocked at the lack of customer ********************** I have received from Home Depot on this matter. I paid for what I was shown to be 4 stools and I only received two. This feels like false advertising to me.Business Response
Date: 12/01/2022
12/01/2022?
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 her online purchase.?
The Home Depot has carefully reviewed and investigated this matter. Our online team has issued the customer a ********************** gift card to cover the cost of a new order.
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: 30849152Initial 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.
Purchased Z-line range in November 2020 along with a 5-year protection plan. Since purchase, the stove broke twice, and it took forever to find a servicer.Now, on the night before thanksgiving, the range failed again. This time, it set off the ** alarms in my house and we had to call 911 and the fire department. UGI, the local gas company evacuated us from the house and "red-tagged" the range deeming in unusable because it was emitting dangerous levels of ** in the house. I filed now a 3rd claim thru the ** Protection plan and they cannot find a servicer. My wife and family are very discouraged and want a full refund, including the cost of the protection plan, so that we can buy a new range. We have been without one for a week and its very hard on my family. We do not have confidence in this brand and we're hoping Home Depot does the right thing. Otherwise, we will have no choice than to sue ** for a full refund and emotional distress. My direct number is ************. Pickup Store ************************************* ************************************************************************** ************ *********************** Item Unit Price Qty Item Total Product ImageZLINE 36 in. Professional 4.6 cu. ft. 6 Gas on Gas Range in Stainless Steel with Brass Burners Store SKU # ********** Internet # ********* $3299.95 Subtotal $3299.95 Shipping $0.00 Sales Tax $198.00 Order Total $3497.95 Order number: WJ23506152 Purchase date: 2020-11-19 Product covered: 5-Year Protection Plan for Major Appliance $3,000 to $19,999.99Business Response
Date: 12/08/2022
December 8, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
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 his purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Escalations Team, who partnered with *******. Asurion advised the buy out was approved for the full amount, in which the customer will receive in the next few business days.
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 - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 30848780
Customer 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: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.
Ordered a dishwasher on 10/16/22. It was delivered on 11/5/22. Paid for installation. Someone came out to install it twice and when they got here they found reasons they could not install. First they said it was attached to my counter top. And second they found a dent and would not install it. Ive been dealing with this for over a month. I called and told them I want to return it and get my money back. Now I keep getting tossed between the Home Depot and ** and its still sitting in my kitchen! I just want to return it and get my money back. I have no other recourse but to contact you.Business Response
Date: 12/08/2022
December 8, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
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 and offers the following resolution. The Home Depot partnered with our Online Executive Team, who advised the dishwasher has been scanned back and the refund has been processed in the remaining amount of $648.00.
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 - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 30848841
Customer 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: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.
I ordered a product online, I canceled the order 2 minutes later and called Home Depot- they said I would never be charged- of course I was charged- 2 weeks later- I keep getting the run around, they know I didn't get the product, and keep saying its a computer glitches- I am now just going dispute with my bank- this practice is horrible- order product- cancel it one minute later- have the company say I didn't get it- and 2 weeks later tell me home depot has a computer glitches- CRAZYBusiness Response
Date: 12/06/2022
Tell us why here...
December 6, 2022
Sent Via ************************************************************* 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 while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team contacted ******************************* in apology for his experience and informed the Customer that a manual ********************** has been submitted to bookkeeping for the order and for him to please allow 5 -7 business days to process.
With that being said, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.Customer Answer
Date: 12/07/2022
It's been over 7 days since they did that , still no money , called me yesterday , said I would have today , still no money - will check again tomorrowBusiness Response
Date: 12/09/2022
December 09, 2022
Sent Via Email
Attn: Ms.******
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 while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team stating provided the Customer with their direct contact if he needed to reach them for any reason regarding this case. They also informed the customer a manual ********************** was submitted to bookkeeping for the order and to allow 5 to 7 business days to process.
Concluding, the Customer has confirmed receiving the refund back to his credit account.
With that being said, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns. why here...Customer Answer
Date: 12/09/2022
They paid me today- you can close the case.
Thank You,
***
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 have had a pretty terrible experience with Home Depot. Back in June of 2022 I hired them to come out and reface my kitchen cabinets. After the initial in home measure they told me it would take about 4 weeks or more for the supplies to come in and they would come out and do the installation. Well it has been a nightmare every since and as a first time homeowner I will never use Home Depot again . The first red flag was when one person arrive at my door to do the job. I would think they would at least send a two men crew, But they didn't. The second Red flag was that the installer " BOSS " came out to look at his work. That let me know that he probably wasn't a seasoned worker so he shouldn't have been left to do a ***** by himself. The second day the installer was dropped off by a coworker that made me uncomfortable. He ran out of supplies and the doors didn't fit. He didn't clean up after he left. There was wood debris all over my front porch and stairs that I had to clean up. I took pictures afterwards and sent them to the installation services. It's been two months and my kitchen is not finished.Business Response
Date: 11/29/2022
11/29/2022
Sent Via Email
Attn:Ms. *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: *************************/BBB *************************************** **************:
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 kitchen refacing.
The Home Depot has carefully reviewed and investigated this matter.This is a duplicate complaint, original 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: 30848912Customer Answer
Date: 12/02/2022
Complaint: 18475482
I am rejecting this response because:
Sincerely,
*************************Business Response
Date: 12/07/2022
December 7, 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 # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with her window refacing.
As stated in the in the initial response this is a duplicate BBB complaint, the original case number is ******** which is being handled by Executive Escalations Associate *****. Claim #******** is closed,
The Home Depot does consider this case ******** closed.
As previously stated, The Home Depot has addressed our customers complaint.
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.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
**#********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.
My husband and I recently purchased a home and have been spending significant amounts of money on necessary products for our home. Rather than purchase with online retailers, we felt more comfortable purchasing from Home Depot--where we felt like we had a voice. We had gone into the store multiple times a few times looking for a gas range specifically. We were on the fence about it because we didn't know if our close would be delayed again and were told on multiple occasions that if we chose to get it from Home Depot, they'd price match the appliance in the event of a sale/price drop. We ended up ordering a ******************* Range on 10/2 and it wasn't delivered until 10/17 (order #W896734308). We were in the store on 11/19 and discovered that the very same range that we had purchased was over $300 less than what we paid. Given that we were told several times that they would price match, we reached out to text support to request a refund. After approximately 30 minutes we were transferred to another department and after another 30 minutes offered us a partial price match. I requested to be transferred to a supervisor and was told that wasn't possible but that someone would call me within 72 business hours. Four business days passes and we still didn't receive a phone call, so we reached out again. After nearly 2 hours, no insight was given and the representative stated that they didn't know where I was in the queue. We finally received a phone call (on a different phone number than we provided), 5 business days after our initial request as well as an email. The supervisor took no accountability for the delay in response nor did they have compassion/empathy. We have now spent 6+ hours attempting to resolve this issue. My husband and I are scheduling contractors to come back to our house to uninstall the fans, lights, door hardware, and cabinet hardware that we have already paid to have installed. We'll then be getting a truck to return it with the tool box bought.Business Response
Date: 12/09/2022
December 9, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *********************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ******************** regarding her appliances. The Home Depot has investigated this matter and has unfortunately not been able to contact the customer. ********************** considers this matter resolved due to no contact.
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
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 12/10/2022
Complaint: 18475181
I am rejecting this response because:Home Depot attempted to contact me on a different phone number than I provided. They also sent an email, to which I responded. It was communicated in email to me on 12/3/22 that Home Depot was going to honor the initial price match that was conveyed to us.
It is clear that Home Depot is not standing behind what was said, yet again. We have not received a refund from Home Depot. At this point, the $300 doesnt even come close to resolving this matter, as my husband and I have expanded nearly 5 hours of our time attempting to resolve this matter with Home Depot and still are expanding time and energy.
We chose to not return the thousands of dollars of merchandise that was in the return period because we were under the impression that Home Depot was going to stand behind what was expressed to us. We are now outside of the return window for this merchandise and will submit a separate complaint to address this matter as well.
Sincerely,
*********************************Business Response
Date: 12/16/2022
December 16, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *********************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ******************** regarding her appliances. The Home Depot has investigated this matter and has processed a return credit to our customer. ********************** 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Initial Complaint
Date:11/28/2022
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 paid $5094.64 for a set of ** appliances ie. ********** ****************** Range oven,Dishwasher and 4 door refrigerator, at the Home Depot at **************************************************************************** on 10/29/2023. The refrigerator is yet to be delivered despite several follow *** in person as well as by phone. They had given us 6 delivery dates and I am yet to receive the item. The invoice number is H0406-240716. Its been a month Im still waiting. I need a resolution.Business Response
Date: 12/09/2022
December 9, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding his appliances. The Home Depot has investigated this matter and confirmed that our customer has received his appliance. ********************** 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 12/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:11/28/2022
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 purchased a dishwasher at the Home Depot store **** at ************************************************************************ on 11/25/22. I have the receipt #**** ***** *****. The order # is H****-132224. I was told the dishwasher was in stock. Delivery was arranged for this coming Friday, December 2nd when it would be delivered and installed in my home at the above address.Today I received an email saying the delivery has been rescheduled to Friday, January 6th. This is unacceptable. I need the dishwasher this week as it was promised.Business Response
Date: 12/08/2022
December 8,2022
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 online resolutions team contacted the customer and provided a physical gift card in the amount of $200.00. The gift card will be emailed to the customer within 5-7 business days.
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: ********Initial Complaint
Date:11/28/2022
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 purchased some milwaukee tools from the home depot website, and contacted customer ********************** to initiate a return on the order (order number: W899151862). At first, I was told *** pickup was an option. Then I was told the order was "locked" and in-store return was the only option for the order, which was not a problem. I then brought the tools, and the order number, and my ID to my local home depot store, and when i got to the store the return was "denied." The manager said there was nothing they could do.I must've contacted atleast 5 times for this order to try to complete the return. It should NOT be this hard to return an order. I am not past the 90 day return period, and I was told I can return it in store so there should be no reasons why I shouldnt have been able to return in store. I wasted my gas (not cheap by the way), and time trying to resolve this whole ordeal, and return a simple order which is ridiculous. I just need to return the orderBusiness Response
Date: 12/02/2022
December 2, 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 the BBB Case ** # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their online order and return.
The customer was contacted and explained the policy on Milwaukee tool returns as well as the ** and name on the order must match for the return to be accepted and processed.
The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********Customer Answer
Date: 12/02/2022
Complaint: 18474470
I am rejecting this response because:We went in store a second time with the person who's name was on the order, and they had their ** scanned at the customer ********************** desk. However, the return was denied again. The name on the order matching the ** is definitely not the issue. I can only assume its a system malfunction. Need further assistance to get this resolved
Sincerely,
***************************Business Response
Date: 12/09/2022
December 9, 2022
Sent Via Email
Attn:*************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******, ** 30303
Re: *************************** BBB Case ID # ********
Dear *************************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding online order return.
Partnered with our HD online investigations team who advised the customers order has a restricted return which is under our new return policy. We have made multiple attempts to contact the customer via phone number and email but with no response from the customer.Our online escalation team will continue to contact the customer to explain the restricted return policy for the order.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********
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