Business Profile

Building Materials

The Home Depot

Headquarters

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 Complaint

The 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:11/26/2022
Type:Service or Repair Issues
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.
Re: job #******** I have been in contact with Home Depot at various times through the duration of this project. Here is a recap of the issues involved:-projected time required for project initially one day (June 29) morphing to weeks then months -window manufactured incorrectly requiring a reorder -glass door panel installed with cracked glass requiring replacement -all window screens installed backwards and ripped.-window sash damaged requiring replacement -door trim installed without prior approval or discussion resulting in negative esthetic changes to the structure -installed window was inoperative requiring repair.The time I was required to provide for this project far exceeded what I was told to expect. Home Depots mistakes cost me tens of thousands of dollars in lost wages. As an airline Captain a day off means not flying a trip, which can mean 3-6 days of lost revenue.In addition to the financial cost, my integrity was attacked including ******* personnel accusing me of lying regarding lack of notification for the time this project may require. I have all correspondence available for review. I endured misogynistic and disrespectful attitudes, actions, and words from your installation contractors. I was told I was behaving like a cop when I asked to see Home Depot identification. I was told parts for the windows did not exist, and then I found the parts discarded in the garbage. I was told parts did not need to be installed because the installers did not want to install them. I was talked about in a derogatory manner in Spanish. Unbeknownst to the contractors, I speak Spanish. I was shown one color and type of trim which I approved, and then the contractor installed something else claiming it was the same. When I held the sample next to what was installed, the difference was obvious. When caught in the lie, the installer walked off the job leaving a 200lb glass door panel balanced precariously against a wall along with trash and other hazardous materials.The financial and emotional costs created by Home Depots mistakes have been excessive.I expect a company that prides themselves on the quality of their products, workmanship, and guarantees to want to rectify mistakes to the best of their ability, not the least. The dismissive email I received from Home Depot stating their offer of a $4000 rebate (10% off the cost of the windows) was fair compensation and they were sticking with that, was insulting in tone and amount. Requiring me to sign a non-disclosure in order to receive compensation preventing others from hearing the truth is evidence of the deceptive and dismissive culture at Home Depot. I dont expect something for nothing, but I also dont expect a purchase to cost so much beyond what I was told to anticipate. We all pay for our mistakes one way or another, usually financially or with our reputations. We dont always choose to do the right thing, but we always feel the consequences of our choices. Your customers expect Home Depot to do better. I hope you do too.Sincerely,**** xxxxxxx
Business Response
Date: 11/28/2022
November 28th, 2022

Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303

RE: *************************/BBB (Better Business Bureau) Complaint#: 18464326

Dear **************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their window installation

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer was offered $4000 refund and special financing for her HD credit card. Customer has denied all efforts of resolution.With that being said, we consider this case closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********
Customer Answer
Date: 11/28/2022

Complaint: 18464326

I am rejecting this response because:
I secured the extended financing through Citibank myself to cover the two years interest free promised when I purchased the window. Home Depot said they could do nothing. The offer of $4000 which is a 10% reduction in cost, is not a good faith offer when Home Depots mistakes including mis -measurement, mis-ordering, installation of damaged windows and doors, products damaged during installation, have cost me in excess of $32000 dollars in lost wages. I am an airline capt and I am paid $350/hour. The additional 8 days over 3 months I had to take off required dropping 6 trips which were at minimum 3 days per trip. Each trip pays a minimum of 5 hours per day. 15x6x350=$31500. In addition to inadequate compensation, Home Depot requires a non disclosure agreement to be signed. This ensures they can harm individuals with immunity. My reviews on ****** sharing my experience have already garnered ***** views. Accountability needs to include adequate compensation and transparency to ensure behavioral change so no further damages are suffered by Home Depot customers. I would be satisfied with Home Depot absorbing a larger percentage of the costs due to their negligence (20%=$8000), and I would sign a settlement agreement minus the non disclosure clause.
Sincerely,

*************************
Business Response
Date: 11/29/2022
November 29th, 2022

Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************************ Tower, Suite 900
*******, ** 30303

RE: *************************/BBB (Better Business Bureau) Complaint#: 18464326

Dear **************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their window installation

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer was offered $4000 refund and special financing for her HD credit card. Customer has denied all efforts of resolution. With that being said, we consider this case closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********
Customer Answer
Date: 11/30/2022

Complaint: 18464326

I am rejecting this response because:
The canned response is indicative of the dismissive, neglectful, and irresponsible culture within Home Depot. I spent $40000 on windows and doors with Home Depot. Their mistakes cost me an additional $32000 in lost wages plus the angst caused by their mistreatment (see previous attachments). Their compensation offer of a 10% discount is not adequate. They never offered to make good on the 2 years interest free credit offered when the windows were purchased. I was told by Home Depot they could do nothing so I negotiated an extension directly with Citibank. Their requirement to sign a settlement agreement that includes a non-disclosure clause to receive compensation is also unacceptable as this does nothing to ensure accountability on behalf of Home Depot. A non-disclosure hurts consumers as the truth about other customers experiences is hidden. This is unacceptable (see previous attachments). I have always been and am open to fair and transparent compensation. My priority, however, is to ensure other consumers are made aware of my experience and are educated as to how these pitfalls can be avoided.

Sincerely,

*************************
Initial Complaint
Date:11/26/2022
Type:Service or Repair Issues
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 full suite of high end appliances from Home Depot. The refrigerator, range and micriwave were purchased on 7/2/2022 Order # W891115766 . The range and microwave arrived damaged, which was noted by the installer and we were advised that someone from HD would contact us to resolve the matter. After multiple attempts to resolve the matter, HD has not done anything. The dishwashwer was ordered on 8/22/2022 order # WB21746368. The dishwasher was noted to be damaged at installation. When I pointed this out to the installer, he said that he was going to his truck, but then left taking our previous dishwasher with him We also discovered that he damaged our cabinet and caused a leak under the sink. HD was made aware of this and recommemded that we go through Sedgwick (the company they use for claims). A claim was opened right away (Claim # ***********) we provided the estimate for repairs as directed and now 3 months later nothing has been done to repair our home. HD agreed to replace the dishwasher once the repairs were done. They keep changing adjusters, being non responsive and preventing the repairs from being made.
Business Response
Date: 12/06/2022

December 6, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************

RE: ***************************/BBB Case # ********

Dear ***************,

We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The Online Resolutions contacted the customer and informed:

Action(s)Taken 12/5/2022
             No further action required, closing case
             We advised that per previous notes,damage allowance/compensation ahs already been issued and store denied return
             **************** requested replacement range and microwave
12/1/2022
             We sent email advising the case with ******** needs to be resolved before we can assist further
11/28/2022
             We sent email advising we will be assisting
11/27/2022
             We reviewed order and complaint

With that being said, The Home Depot considers the customers concerns met and this matter resolved in our office.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF:30815785
Customer Answer
Date: 12/06/2022

Complaint: 18464265

I am rejecting this response because:
- Home Depot never compensated me for the damaged appliances. They are being dishonest and making an attempt to suggest that a credit and gift card provided were for damaged appliances when in fact they were for customer ********************** issues related to my gas range purchase/installation which was not damaged.
-Home Depot has not provided a fair and appropriate settlement to allow for the repairs needed to our kitchen due to their negligence at installation. This continues to delay our repair and the replacement of the dishwasher that they still owe us pending the repairs.
- Our case demonstrates a pattern of negligence on Home Depot's part and their business practices should be scrutinized.
I have provided my detailed email responses (as an attachment) to the Home Depot's emails to me in response to my BBB complaint which provide context and support for my rejection of their response.

Sincerely,

**************************************
Business Response
Date: 12/13/2022
December 13, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************

RE:***************************/BBB **************************** ***************,

We acknowledge the receipt of your BBB notice dated November 26, 2022, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The Online Resolutions team advises:
Action(s)Taken 12/9/2022
             No further action required. Closing case
             We advised that per previous notes,damage allowance/compensation has already been issued and there will be no further compensation.
             We advised to partner with ******** regarding open claim
12/8/2022
             Received rebuttal and began review

With that being said, The Home Depot considers the customers concerns met, and the matter is closed in our office.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
**: 30815785
Customer Answer
Date: 12/13/2022

Complaint: 18464265

I am rejecting this response because:
-Home Depot's claim that damages/compensation were provided for the damaged appliances is untrue as detailed in my prior communication. To date, they have refused to do anything regarding the damaged appliances despite the clear evidence that they were damaged at delivery. I maintain that Home Depot is misrepresenting the intent of credits given to me as they were for issued related to the gas range and not the 2 damaged appliances. I Essentially, Home Depot is lying and a thorough review of the series of events will corroborate my claims.
-Home Depot via Sedgwick refuses to pay for replacement of the cabinet and recommended work to be done to restore our kitchen that was damaged due to their negligence at the time of installation of the Bosch dishwasher which also arrived damaged and we await the replacement to be installed once my kitchen is repaired. Instead, they expect me to authorize patching of my cabinet and waive all further liability. That is impractical and unfair.

Sincerely,

**************************************
Initial Complaint
Date:11/26/2022
Type:Service or Repair Issues
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.
After purchasing a 12 foot sliding glass door for my home on the second story master bedroom suite area, on August 29 approximately 2022 a Home Depot installer contracted installer came out and it was assumed that the work have been done. The inspector came out couple weeks later to inspect and notified me that; first the lock did not work, Second the trim work did not get put in so there were openings at the bottom in the track of the door as well as around the edges of the door on the outside that needed to be completed repaired or fixed. And third the window itself is extremely shaky within the installation area that it was put. Then comes the hurricane in ******* exclamation exclamation and after chasing Home Depot for months at this point, I had to evacuate my home which is on the water and again the window thats in question is on the second floor in the back of my home. And when I returned home post hurricane, my entire bedroom floor was soaked, my curtains and nine slider shade window coverings were saturated and discolored, (due to the material they are not cleanable or able to watch to remove discoloration, the first floor directly below the area which sustained water intrusion leaked and there was now ceiling and wall drywall damage needing repair and repainting. Likely there is additional wood damaged by an unknown water involvement between the two floors and then walls. The installation also has been an ongoing entry point for water, heat, cool ac, pets, dirt and debris. I have been ignored, given false information, told to process a claim through my own homeowners insurance policy, and still nobody has attempted to come and fix the window correctly to finish the install. Theres no way that theres a reason to repair the inside of my home that looks like ****, if the exterior problem remains. And the window has not been completed and its install. This is an $8000 window. They are terrible customer ********************** but I still have to pay CC they just ignore
Business Response
Date: 12/01/2022
December 1, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303

RE: ***********************/Complaint file # ********

Dear ***************************,

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

The customer was contacted via email, per request- not to call and was advised that due to hurricane damage, she will need to file a homeowners insurance claim. The customer will not allow FHI to do an assessment to address concerns. A general liability claim has been filed under claim number: ***********, due to damages done during the installation installers have received the replacement handle and the trim kit was set to arrive on November 30, 2022.

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:11/26/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August 2022, I was approved for a Home Depot Store Credit Card. I was to get a $25 promo code for my first order. Because I had to call in to finalize the application, I did not get an auto deduction from the order I placed. I was told to call in 2 days later for them to manually remove the $25 from my account. They continually add late fees and interest every month. I had opened a dispute with HD, they closed the first dispute. I opened a 2nd one and between that dispute and a phone call, I was told I won. I call in each month and they take it off but they said it would not be finalized until December statement. Since then I am receiving E-mail reminders and harassing collection calls. The last time I called was on 11/23/22. Then on 11/25/22 I found I was reported to Experian, TransUnion and Equifax. My credit score dropped 68 POINTS because of this blatant negligence. I paid the undisputed amount in the beginning and it said I did not have to pay the disputed amount. I want them to remove the $25, which is the promotion code that was stated in writing, I would receive for opening the acct and making my first order. I also want them to contact the 3 credit agencies and explain it was their mistake because I am working hard on my credit rating. Charging me fees, % and hurting my credit for MY rightful $25 is going over and beyond reasonable efforts to correct THEIR mistake. I am also sending them a certified letter next week, further putting me in debt for MY $25.
Business Response
Date: 11/29/2022

November 29, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************

RE:*********************/BBB Case # ********

Dear ***************,

We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The Credit Services team for Citibank, will review and contact the customer within 10 business days.

With that being said, The Home Depot considers this matter resolved and service ticket will remain open with Citibank, until customers concern is addressed.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF:30815733
Customer Answer
Date: 11/29/2022

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.
I expect to be contacted within the 10 business days; although, I was told recently by a manager on November 23, 2022 that this would have been taken care of in ***** hours. I was also told to call in to verify on 11/28/22 but then I saw I was reported to the credit agencies for NO Payment. However, since they have reached out to you, I will be patient but do not consider this closed until such time I am given proof that all is completed.

Sincerely,

*********************
Initial Complaint
Date:11/26/2022
Type:Delivery Issues
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: WB28975946 I placed this order on November 3rd! It got broken up into several smaller orders. I contacted them after a couple weeks to let them know I needed all the parts for a garage project before winter was official. They offered no money back, no substitutions, no checking the store inventory. They offered NOTHING. Now Im missing screws still and I dont want to go back to that store. Its ridiculous. I need them to make this right immediately, but knowing they likely wont ever get my screws to me or refund me for what appears to be lost forever, Id like this complaint to allow others to see what they might expect. This would have been the easiest mistake to fix and they did nothing.
Business Response
Date: 11/30/2022
November 30, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************

RE:***************************/BBB Case # ********

Dear ***************,

We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The Online Resolutions team contacted the customer:

Action(s)Taken 11/29/2022
             We sent the customer replacement screws that are scheduled to be delivered on 11/30/2022.
11/26/2022
             We called, left a voice mail, and emailed the customer.

With that being said, ********************** considers the customers concerns met and this matter resolved in our office.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
**:30811891
Initial Complaint
Date:11/25/2022
Type:Delivery Issues
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 water heater heater, paid extra for expidited delivery. Never arrived on delivery day. Contactacted HomeDepot at 4PM, was told they contacted ***** and was on truck for delivery. Never arrived, contaccte Home Depot again, they said not their problem, might arrive tomorrow or Monday. Was told they could delete shipping. Obviously if it doesnt arrive they should delete shipping. Nothing else discussed, treated like a piece of c*** By these people.
Business Response
Date: 11/30/2022
November 30, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************

RE:*************************/BBB Case # ********

Dear ***************,

We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The Online Resolutions team contacted the customer:

Action(s)Taken 11/30/2022
             Per HOME new order was delivered on 11/29/2022.
             We reached out and left **************** a voice mail and sent an email to verify.

11/28/2022
             **************** responded, placed BODFS order WB31695573.
             We reached put and spoke to MOD ***** at ****, he is making sure the order is handled correctly and is delivered 11/29/2022.

With that being said, The Home Depot considers the customers concerns met and this matter resolved in our office.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF:30811884

Customer Answer
Date: 11/30/2022

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:11/25/2022
Type:Delivery Issues
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 November 14, 2022 I placed an online order (W899612065) with Home Depot for a Milwaukee M18 9 piece combo tool kit (**********) for $649.92 On November 16, 2022 at **** I received an email from Home Depot saying that the package (tracking # ************) was delivered. My wife was home at the time and there was no package to be found. At **** I received a notification from ***** saying that the package had been delivered- a half hour had past between when the pic was taken and receipt of the notification. Usually, the driver is still outside or just pulling away when we get the notifications.I called ***** at **** and told them they delivered my package to the wrong address. They gave me a case #C88724432. I called Home Depot at **** and told them the package was delivered to the wrong address and **** (HD rep) told me to dispute the charges with my credit card company (#22****01030C), and file a police report (case #SD221122010). He said its basically *****s problem.******* from ***** called on 11/19 to ask me to describe my house, I did, and she said I have verified the package was delivered to the wrong address, and I could reorder the tool kit. She gave me claim # (C-8908991 I called Home Depot to reorder and I figured out that I would be paying for the tools again. So I called ***** back at **** and spoke to *** who said there was nothing in my file about my call with *******. He then put ****** on the phone who said ***** was sending a claim to Home Depot and they had 72 hrs to accept/send proof if they dont my claim would be denied.On November 22, 2022 I receive an email from ***** stating that my claim was denied because the shipper-Home Depot-must file all claims as per our contract agreement.Also on this Saturday I spoke with 2 reps from HD, both named ****** #*****. Told me the same thing dispute with cc company, file police report.I paid HD $649.92 for tools I never received and I can prove ***** delivered to wrong address.
Business Response
Date: 12/01/2022

December 1, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************

RE: ***************************/BBB Case # ********

Dear ***************,

We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The Online Resolutions contacted the customer and informed:

Action(s)Taken 11/29/2022

The customer wants a new order shipped to store for pickup. The tools are currently out of stock. We offered to place order on 12/01/2022 when item shows more stock should be available.

With that being said, The Home Depot considers the customers concerns met and this matter resolved in our office.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF:30811890
Customer Answer
Date: 12/01/2022

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:11/25/2022
Type:Delivery Issues
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 : WP51499658 I had ordered a fridge and dryer online from Home Depot. Please see the attached picture for the models. After getting the delivery, I refused the delivery as the fridge was not what I was expecting. Not only was the fridge the incorrect size and color than expected, it is manufactured with plastic surrounding its frame, whereas the description claims that the fridge was made with finger print resistant stainless steel. I did not sign the delivery form.Here is the list of issues which need resolution:1) I asked the delivery personnel to take the fridge back upon delivery to which they refused and passed the buck to call Home Depot customer **********************. Consequently, they left the fridge at our address without us signing the delivery form.2) After calling the Home Depot customer **********************, they claimed that the appliance was accepted and it was signed for, which it was clearly not.3) The Home Depot customer ********************** stated that the applicants cannot be refunded or exchange unless defective (I told the customer ********************** representative I preferably wanted to get another fridge of the same price. A refund if the only option left, to which the representative rejected). 5) Home Depot sent me a checklist for appliances delivery, and did not mention their reasoning as to why the appliance is not returnable.6) Home Depot return policy guaranteed that we can have hassle-free return for 90 days. They listed exceptions for major appliances, and mentioned we can refuse the delivery. I consulted with a friend who has rejected multiple major appliance at delivery(washer machines) and was successful at asking them to take the appliance away. My friends order number was W894474414. I attached a picture of his rejected order as well. Home Depot, this is a matter which can be resolved simply. We have been frequent customers of yours and you can check my account history for reference. We do not seek a refund, only an exchange. Thank you for your attention.
Business Response
Date: 11/30/2022
November 30, 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 advised that the appliance will not be accepted back or exchanged as it is considered buyers remorse.

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:11/25/2022
Type:Product Issues
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.
Original order for laminate flooring related products and installation placed on 6/21-22. The order included baseboards and related products that I said I didn't want and that I would get my own. I was told just return the products for a refund. No problem there. However, I also paid $ ******** for labor on the project which one can assume one day's worth of labor would have been to install baseboards. (I was scheduled for up to four days labor, the gentleman finished after 2.5 days). I am therefore paying twice for installation of baseboards and a couple of errors in plank installation. I brought this up to a person at my local Home Depot. He said customer pays for entire install. He also asked if I wanted him to see if he could get any money back for me. I was so disgusted at this point I said "no" because I figured if the company had any integrity approximate hours not used should be baked into the final price. Decided this should be something addressed in general rather than just my particular situation so I am writing to you rather them. Also not writing to them because spent 20 minutes trying to figure out how to write to Home Depot's corporate office and gave up - I think they are trying to make it as difficult as possible to figure out how to reach them by email. (I have a bit of aphasia so I prefer writing to talking.) I think their practice regarding paying for unused hours is deceptive and rather " scam-ish" for such a large company. I see that I should probably send a copy of my merchandise and service summary but I don't know enough about computers to insert it into this letter.Thank you for your time.
Business Response
Date: 12/20/2022
December 20, 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. The Customer felt like she was being overcharged for her installation. Home Depot did explain to her that the installation charges are determined by square footage, and not by the hour. The Customer advised she understood. She was also provided a credit back on her order of $200.00 for the inconvenience that she felt. And the Home Depot **************** team is working with her to address the three additional errors in the flooring install , as she has advised.
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.

Sincerely,
*********************************
The Home Depot -Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Initial Complaint
Date:11/25/2022
Type:Product Issues
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.
Why did ****** in the corporate office tell me that speaking Spanish is racist? Is HD intolerant of person who speak languages other than English?
Business Response
Date: 11/30/2022
November 30, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303

RE: *************************** /Complaint file # ********

Dear ***************************,

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

The online resolutions team contacted the customer and provided the status and process for BODFS orders. The customers order was delivered on November 26, 2022.

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: ********

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