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:11/26/2022
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.
RE: Complaint against Home Depot #****, *******************************************************************************; ************ Order #H****-159716; H****-159717; H****-170291 2022 I decided to purchase and install new doors. So on January 15, 2022, I went into the ************ - Home Depot for the purpose of purchasing new doors (external & internal). On this date I ordered and paid for service to have someone come and take measurements. RFI came 1/29/22, did the measurements. On 1/31/22 I went back into HomeDepot to select and place door order. Doors were received by HD and were scheduled to be installed on 4/21/22; however day of arrival I had noticed that one (1) of the doors had a dent n was scratched and the second door was the wrong door delivered. Good thing I had copies and pictures of the doors I purchased to show RFI the wrong door was delivered. Needless to say I had to go back to HD to reorder my doors (4/23/22). The new order arrived and RFI scheduled installation on 6/17/22. After 2 hours, the installer advises that he ran out of material and has to order additional items. I noticed that one of the doors is three (3) inches short. When I why is the door short; he "recommends" that I buy something to add to bottom of the door to seal and prevent cold air from entering. Which totally defeats the purpose. I called RFI and sent ****** (RFI) an email and did not hear from them. I called and sent an email to ****** (HD Supervisor) and was asked to provide photos; which I did. Sent before and after pictures to show the one door was measured wrong and the other door was left unfinished with huge gaps. 8/24/22 HD sent "TrueFit" to assess the issue; ****** agreed with me that door was measured wrong and the other is unfinished. October went back to ********** another door order. Delivering schd for 11/9, am still waiting for door to be installed and work finished. Can you assist me and/or help receive full refund so that I may find someone else to finish the work. Thank You
Business Response
Date: 12/06/2022
December 6,2022
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 customer has been contacted and assisted.The customer has confirmed receipt of her door delivery and will be compensated once the installation is complete.
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: ********Customer Answer
Date: 01/05/2023
I wanted to share, that the response ************************************* provided on December 6, 2022 was untrue. Here is why: Her response states that " The customer has been contacted and assisted. The customer has confirmed receipt of her door delivery and will be compensated once the installation is complete." On November 23rd, I called HomeDepot and spoke with **** who shared my door was scheduled for delivery on November 10th; but that the vendor changed the date to November 21st. November 30th, HomeDepot called to inform me that door would arrive on Thursday, December 1st. On December 2nd, HomeDepot called again to report the report was expected but did not arrive and that someone would call me once the door was at the store.
December 12, 2022, HomeDepot called to report that the door was expected but did NOT arrive. The reason I was given was that the driver of the 3rd Party Vendor used by MMI ************** had the door on the truck but did not deliver to HomeDepot store. That HomeDepot spoke with the manufacturer ****/***** @ MMI who said it was out of their control and they were not able to expedite the delivery. I was given another anticipated delivery date of December 13th. I shared with HomeDepot my concern that since the door was not delivered to their store and is riding around somewhere in the truck with the 3rd party driver that what guarantee do I have that the door does not arrive damaged? I was told, that the store will examine the door before it is installed. And also shared that how long will it take for the installer to schedule installment once the door arrives and asked if I can be a priority given it would be almost one year since I ordered the door. That same week, ****** (TruFit) called and offered January 2, 2023 as an installment date - with the caveat that the door is delivered before the January 2nd date. Having said that - again I will reiterate that ********************** comment noting that I had confirmed delivery of the door on the date (12/6/22) noted on her response; since the door had not yet arrived at their store during that time. I do not know when the door actually arrived.
Today, it is January 2, 2023 - TruFit did come with my door. However, upon unwrapping and inspecting the door - ****** (TruFit) notified me that the door was damaged and he would not be able to install the door. That he would need to return the door to the store and have them reorder the door. I took a picture of the damage and the door. ****** informed me that I should anticipate a call from Homedepot once he speaks to his office/manager and the manager calls to inform HomeDepot of the situation.
Having said that, you can understand my continued frustration with HomeDepot and the situation I find myself. Any assistance you can provide is greatly appreciated. I still find myself with one unfinished installation of a door and another door that was measured wrong and short. Not to mention the cold draft that comes into my home because of the unfinished and the short door.
Thank you and look forward to your response.Business Response
Date: 02/09/2023
February 9,2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & ***************************************************************************************************************************************************** 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 Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review,the customer was contacted by the store team and has been scheduled for February 23, 2023.
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: 30815972Customer Answer
Date: 02/09/2023
Complaint: 18464675
I am rejecting this response because: This is a generic response. It does not acknowledge their lack of adherence to the issues I have experienced. Nor have they made any suggestions to correct the issue. It is concerning that theyve allowed this experience to go on beyond a year. I am most certain my complaint does not affect their bottom line. Yet I am still having to wait for work on one door to be finished and another door to be replaced all while dealing with cold air coming into my house and increase in heating bills. Must I continue to wait. What would they want for their home; for their family members.
Sincerely,
***************************Business Response
Date: 02/15/2023
February 15, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********, Suite 900 311
*******, ** 30303314
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 customers complaint and installation experience has been documented for upper leadership review. With that being said, The Home Depot has acknowledged the lack of adherence to the issues that the customer has experienced.
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: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.
They installed back and front exterior doors and screen. Screws put in any kind away extra holes in framing filled with putty don't understand how that occurred. Gap in the top left side of the back door. Latch on the frame doesn't match what I bought. Fix the trim not put up right, timing wasn't left as I understand it came with the framing.Business Response
Date: 12/06/2022
December 6,2022
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 customer has been contacted and assisted.The customer is set for a repair on December 12, 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: ********Customer Answer
Date: 12/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Customer Answer
Date: 02/03/2023
This is my second complaint I closed the first cause I thought this was going to be taken care of and it hasn't been. I was suppose to get the back entry door replaced cause it is warped. ********************* calls in December to tell me I haven't been forgotten , apparently I have. I have E-mail him, I have tried calling no one answers the phone, I went over there 1-29-23 told a staff member to tell him to call me sent him a message thru the computer and he haven't bothered to call.Business Response
Date: 02/15/2023
February 15, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********, Suite 900 311
*******, ** 30303314
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 Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customers installation date is set for February 18, 2023.
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: 30816168Customer Answer
Date: 02/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:11/26/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 23, 2022, I made a purchase of $43.26 at Home Depot on ******** in ****, *****. The cashier ran my Discover card three times for the same purchase. One of the charges was declined but I was charged for the other two. One has already posted, the other is pending. I called Discover, the company that promotes themselves as a company where the consumer never has to pay for unauthorized charges. They said that they can't do anything about it until the second charge posts. Then I have to call them again to get the charge reversed. Maybe. I only want to have to pay for what I bought ONCE. And I shouldn't be charged three times for one purchase.Business Response
Date: 12/06/2022
December 6, 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 customer was contacted by the store and confirmed that the pending charges have dropped off and everything is fine on her end.
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: ********Customer Answer
Date: 12/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:11/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depot have tiles *************************** 12 in. x 12 in. Textured Multi-Surface Wall Tile (9.8 sq. ft./Case) listed in stores at $1.69 each , $16.90 per case . I purchased 25 at the Farmingdale Location. Specifically ask the pro desk cashier why the price is reduce she stated theres a Black Friday promotion. I am not discrediting her statement because online also state Black Friday above the tile tile but reflect a completely different price of $127.33 per case not $16.90. I need a total of 5 case or 50 pieces and would like to purchase at the listed price of $1.69 each or $16.90 case.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.
I contacted the customer and informed the product is no longer sold in store. The tile is only available via special order or online. Unfortunately,there is not an option to discount or markdown the tile.
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:************
**:30815742Initial Complaint
Date:11/26/2022
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.
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,**** xxxxxxxBusiness 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: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:30815785Customer 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:************
**: 30815785Customer 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: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 ignoreBusiness 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: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:30815733Customer 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: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:************
**:30811891Initial Complaint
Date:11/25/2022
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 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:30811884Customer 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,
*************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.