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
- 11,868 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:11/28/2022
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.
Order number is W898165784. The company is stating they have canceled my returns for this order even though as of 11-28-22 one package shows delivered and the other is showing it will be delivered by end of the day. I suffered a family emergency and had to have my husband return the items from this order except for the Christmas tree. He made the mistake of using 2 labels sent to us from home depot instead of the multiple they sent. But all items except the tree were sent back to the company. Now I am being told that I need to return the items in store and they have canceled my returns, well how am I supposed to return the products that just got sent and delivered to them?? makes absolutely no sense, now I am out the money I paid as well as the products I had returned. I keep contacting customer ********************** and nobody helps me, all I get is told to return in the store but they're not even acknowledging the fact that the packages say they've been delivered to them! I need a refund for the items I sent back, not including the tree as I have decided to keep it.
Business Response
Date: 12/12/2022
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. Per the Online Support Team, the customer was emailed informing them that the refund has been processed.
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 #: ********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 placed an order for in store pickup for Home Depot in ********** in October 2021 for $90.23. I never picked up in the order but it continued to be pending rather than being canceled. Upon realizing the order was still pending, I called customer ********************** in March 2022 to get the order canceled and they were unable to resolve. Then on June 24th 2022, my order was marked as picked up even though I never got it. Ive called customer ********************** multiple times and they said they couldnt do anything and Id have to contact the **********, ** store. I called the Manchester store and spoke with a manager who was supposed to call me back after researching, but never did. At this time, Ive paid $90.23 for an item I never received and would like that refunded.Business Response
Date: 12/08/2022
December 8, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *****************************/ BBB Case #: 18474186
Dear **************:
We acknowledge the receipt of the BBB Case #: 18474186.
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, we have processed a manual check for the full amount of the item. The customer has been contacted of the decision determined and the timeline to process the check.
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:11/28/2022
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.
Advertising item that is UNAVAILABLE - in store, via ship nor delivery! Not even an add to cart function on webpage!Photo of offer 11/28/22 6:34pmBusiness 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 an online order.?
The Home Depot has carefully reviewed and investigated this matter. Our online team has attempted to contact the customer several times (11/29, 11/30, ****** via email and have not received a response. At this time the case will be closed.
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: 30842574Customer Answer
Date: 12/01/2022
The companys representative was less than professional and truthful.
Her representation of contact attempts designed to represent i was non-responsive is non-responsive and dishonest!Her original email was sent 2 days, 9 hours, 58 minutes ago - less than two (2) business days. To which i have replied.
The item was still being advertised as late as 11:38 am est 12/1/22.
Business Response
Date: 12/12/2022
December 12, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************************/BBB Case # ********
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 an online ordering issue.
Our online team has advised the customer via email that the item is being phased out and that there is only a limited quantity. Our online team has reached out to the customers local store to check the inventory. Our online associate will contact the customer once the store sends a response.
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: **********************
SF#********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 bought 6 nailers from home depot ****** on Nov 15. I got the nailers damaged on Nov 18. I quickly made a return request and returned the nailers hoping to get a replacement or refund so I could do my job. I called the hotline for home depot and they told me rest assured I will get a refund soon! Here I am waiting 10 days and counting with nothing. I keep calling and they told me they opened a ticket number for me and opened an investigation and to wait 2 weeks. I have issued a chargeback to my institution and gave this information to them. I am not waiting a month for a simple return.Business Response
Date: 12/07/2022
December 7, 2022
Sent Via ****************************************************** 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 while shopping with our company.
The Home Depot has reviewed this case. Since Mr. ******** purchases were made through one of our ******** stores this case has been forwarded to our business partners at THD ****** Store Support for resolution. THD ****** has provided the following response to address Mr. ******** concerns:
We have connected with ****************** and a refund has been processed.
With that being said, we have addressed the customers concern and consider this matter resolved.
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.
Sincerely,
*****************************
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 12/07/2022
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.
On 6/23/22, we had carpet installed from Home Depot in our basement. After the carpet was installed, I noticed that there was a stain on the carpet, there were places that the glue-down carpet was bubbling up, there were scratch marks on the carpet and the installers cut the carpet around my support beams about an inch away and exposing the metal plates on the floor. After several phone calls to Home Depot and having the Manager of the installation team inspect it, he indicated that he would send the installers back out to get the carpet glued down in the spots that were bubbling and that he could have the spot cleaned on the carpet. I don't feel that I should need to clean brand new carpet. I also asked about the exposed metal plates on the floor and he indicated that he could have someone at Home Depot make wooden molding to fit around the bottom and cover up the plates. I told him that I didn't feel like that a fair solution was to "cover up" the mistake. He said that it wasn't a mistake and that there were several ways to install carpet to the support beams. I don't feel that leaving the metal plates exposed is a professional way to install it. They installers came back out and re-glued the sections that were bubbling up. After again speaking with Home Depot, I also took time off work to meet with the Pro-Desk manager in person at the ************ store to find a solution. She indicated that there was nothing they could do except to clean the carpet and have the metal plates "covered up". As you can imagine, I am not happy about this situation. I have spent close to $30,000 in materials at Home Depot in the past 8months on my renovations and to have them tell me there is nothing they can do is not acceptable. I told them the only thing I would accept is to have my carpet replaced. The quality of the carpet is not good, it's still bubbling up in places and now the main seam is coming apart. I think a refund of $3,449.15 is fair. Poor customer **********************!Business Response
Date: 12/28/2022
December 28, 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.
The customer has been given three different options for resolution, but customer has not decided how she would like this resolved yet. The three options are to replace the center section of the ************** a different product to have installed, and we would credit $2363.32 toward the new purchase (she would be responsible for the balance of the new selection), or receive the replacement cost of $1277.48 as compensation and leave the carpet as is.
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.
on 9/2/18 i purchases a ******** beach product its home depot house brand and now i am having issue and it like this i had the pull cord beak so now i have speed issue i replaces the capcitor and switch which work buy being tested and istalled the issue is the the fan speed is not hi or low is spins not fast i was told its the motor i and being told if that doesnt work because the swith and capacitor is a different brand and what am i suppose ro do while i wait first to take down fan disassemble the fan and ship off and be without a fan for 3 weeks while they fix not give me a motor for a fan i am without of just replace the fan and ill find a new place to shopBusiness Response
Date: 11/29/2022
November 29, 2022
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 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 him an electronic gift card by the Home Depot in the amount of $150.00 as a form of compensation and the customer accepted.
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:************
**:30841536Initial 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 went to Home Depot looking for a Christmas Tree. I went and ******d the Christmas Tree online. I was directed to a website called Homedeport.com. The website had the Home Depot Logo and exact same website information. I proceeded to order the tree. The transaction was processed and a confirmation was sent to my email address. Upon reading the information, I realized that there was no contact phone number, just a website email. I called my credit card company and inquired about the transaction. I was told that a purchase was made for under the name of Golden Gate *********** which is not a subsidiary of Home Depot.I ******d the address and went to my ****** maps. The address for returns is an actual Home Depot. Address being **********************************************************************. 22980.The actual contact address is *****************************************************************. I ******d the address and it appears to be an abandoned warehouse.I have called my Credit ************* Chase Sapphire, and have explained the situation. I just got off the phone with a representative from the ******* Team. As soon as the charge posts in 1-2 business days, I will be filing a complaint with my credit card company. They were made aware of the situation.I would like a complete investigation regarding this matter with an update.Pictures are attached.Thank you for your time.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 his purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot advised the customer that the original purchase was not purchased on The Home Depot website. We apologized and explained he needed to dispute the charge with his bank institution directly. Once the customer purchased the tree in store with his credit card, we provided the customer a gift card for $200.00 as a customer ********************** gesture for the inconveniences.
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 #: 30875275
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:11/28/2022
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.
We placed an order on 11/19 for a dishwasher and fridge to be delivered on 11/26. We paid for most of the cost with a project loan and the rest on our card. I called the company the day before and the day of delivery making sure that the items would be delivered after I received an email about the fridge running in to a problem. I was reassured by multiple people over several days that our delivery would still take place by 8 pm on 11/26. We never received a phone call about our delivery or the items. We called once again to speak to someone. This time we were informed the fridge order was not placed correctly and it was missing panels. Rather than change our order, we were told that it had to be refunded and reordered. We had already removed our old appliances due to the delivery. As compensation for the mistake and the miscommunication we were given a $500 gift card and told that it was given to us as an apology and we could use it for anything. On 11/28 we called again in the morning to see what steps we needed to get our fridge reordered and schedule delivery for the dishwasher. We were informed that since the refund was still pending we should be able to place it now and that we would not be responsible for the price difference due to the order issue on Home Depots end. We were instructed to go in to the store with all of the information to reorder. At the store we were told that the gift card was to be used for the price difference. We were not told that and had to use some of it due to a leak that occurred with our old dishwasher removal. The store told us that we were supposed to use the gift card and did not remove the cost of the panels like we were told should happen. When it was time to check out, they then sent our refund in the store and informed us it would be a few days before we could use it. We were told that they should be able to order it before the refund processed. I am incredibly frustrated and unhappy with the whole process.Business Response
Date: 12/19/2022
December 19, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 **********************************************************************************
RE: *************************** / BBB Complaint#: 18472510
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 resolution team has connected with the customer regarding the delivery of her appliances. Both units have been delivered with follow-up from the team.
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,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********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.
Date of order: 1/18/2021 Amount of money: $942.62 now they are adding to that with interest and late charges for a total of $1290.53.What was offered: I was supposed to receive a dryer SKU:************, microwave SKU:************, dryer duct SKU:************, dryer power cord SKU:************, along with the installation of all of these items included for free with purchase.Nature of the dispute: I did not receive these items and they were not installed. Home Depot claims that this was delivered to my home and that I am responsible for paying for these items. These items were to be installed in my home that for a new tenant after the last tenant broke the ones that I previously owned. They claim that I signed for the package and have sent me a signature they claim is mine. I am 87 years old and I DID NOT receive these items despite their claims. The signature that I provided at the store in NY and the signature on the delivery ARE NOT the same. I did not sign for this and I did not receive the items OR any form of installation.What did they do to resolve my issue: I have filed a complaint that lead to an investigation on their end that was recently concluded. They claim that through their investigation they deem that I am still responsible. This is outrageous. Who did they give my machine to? Why was the installation not done if it was delivered as they say. The answer is simple. They did not uphold their end of our arrangement and are taking advantage of an elderly woman. This has been a long standing issue and I do not believe that what they are doing to me is right. This has caused a lot of issues with my tenant who deserves to have a working appliance. I had to hire a repair man to fix the broken appliances that was supposed to be replaced. I have pictures to prove the installation was not performed and the repair bill.Please let me know what course of action I may take. Transaction number: ***** ***** PO number: ********Business Response
Date: 12/06/2022
December 6, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: *************************** / BBB Complaint#: 18463115
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience the customer 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 Online Team has contacted the customer and offered a check or gift-card to resolve the issue. However, he has declined resolution. She wanted us to send the check to the credit card company, and it was explained that we cannot do that.
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,
Zenae F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********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.
We purchased a dishwasher, refrigerator, and a microwave on 10/09/2022 - delivery was scheduled for 10/17/2022 when the delivery arrived they stated there was a hose on back order for the dishwasher and someone will come back once it was in stock ), I advised them that my floors were being done and I didnt really want to keep a big bulky dishwasher in the middle of my floor. They stated they had to leave it; however, someone will call me back within 24 hours to let me know when the hose will be delivered, and the dishwasher would be installed. 48 hours past no call, I called after 3 days and was told someone would come out on 10/24/2022- we would get a call the night before. 10/24/2022 comes and no call was received my husband stayed home from work , I called around 11am to the contact center only to be told that there was no time slot selected so no one was going to be able to come out as it wasnt routed. A redelivery was scheduled for 11/05/2022- The tech had a hard time installing the dishwasher like it had been the 1st one he ever installed -- I had to call again as the dishwasher didnt drain or dry appointment set for the installation company to come back 11/11/2022 tech came was at my home 2 minutes and advised they will put in a ticket for a one-time request to replace the dishwasher and someone should be calling within 24 hours No one called again!!! called customer ********************** no knowledge of what tech said, after 60 minutes the representative said she had to TRANSFER me to ********** ******* sent out a tech on 11/23/2022 only to be told it was an installation issue not a mechanical issue the cabinet rubber was not installed and screws were put incorrectly , called customer ********************** to be told I have to get the hose from ********* As a consumer I shouldn't have to do this much work!! We just want our install done right or take this dishwasher back give us our money and let me go to another retailer to purchase.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#: 18471556
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18471556
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 contacted the customer to acknowledge the delivery team has requested a replacement appliance to be scheduled for delivery.
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: 12/15/2022
Complaint: 18471556
I am rejecting this response because:A representative came out to my home on 12/07 stated we will hear back within 24 hours regarding delivery of a new dishwasher to date we have not heard back , from Home Depot regarding a replacement and its been been over a week.
I am hesitant to close out this complaint as this is the only we have been able to make progress on my issue.
Sincerely,
***********************************Business Response
Date: 12/19/2022
December 19, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***********************************/ BBB CASE#: 18471556
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18471556
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 processed an order for the replacement unit with a delivery date of 01/02/2022. We contacted our customer and provided the delivery details.
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: ********
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