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
- 12,112 total complaints in the last 3 years.
- 3,507 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:10/13/2022
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 received a damaged couch that was **** plus with tax. The customer ********************** representative was only willing to give me a 10 percent discount to keep damaged item. She was very rude and unhelpful and hung up phone when I requested her name. This has been ongoing issue for a month has I have contacted home depot 7 times through email and by phone. They scheduled a vendor to come pick it up with a confirmation who never came. They called a week later and said they didn't know what it wasn't picked up. I still have damaged couch and would like a resolution and calls and emails pulled for my inconvenience. I have asked for supervisors to call me but they refuse.Order number WP45173545 September 5,2022
Business Response
Date: 10/18/2022
October 18, 2022
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ***************************/Complaint file #********
Dear *****************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The customer was contacted regarding her couch being damaged.After partnering with our online team, they agreed that a markdown of $300 would be accepted as resolution. The customer will keep the couch as well.
This matter is resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:10/13/2022
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.
transaction date 8/20/2022, 3 orders placed problem order H****-109811 for $8795.14 for cabinets.no follow calls for how my order was moving along. 9/4/22 spoke to ****** at the store #**** manager on duty. She was to have Vacheal call me no call from anyone, 9/11 spoke to ******* he informed me my order would ship around 26 of september out of california, spoke to *** later in wk of 9/12 to let me know once order leaves her desk it then is responbility of Vacheal the order specialist. *** said cabinets will be shipping 9/26 to the store. I call 9/27 I got hung up on by a female who asked the store **** phone because I did have my order number and without it, she couldn't help me. I explained i gave other information in previous calls and they found it why couldn't she, so she hung up. I called back 9/27 spoke to *** at the store he said cabinets shipped on 9/24 from ********** and are in route. I called customer ********************** on 9/** spoke to a ****** who couldn't help because it was a special order, so I spoke to ********** He was difficult not wanting to give any information be the order is in my husband's name. I explained everything gave details and still refused to help! My husband arrived home in the meantime and got on line with ********* and said to make a note I have full authorization. ********* could offer no help other than to escalate the issue and I would get a call back 24 to 48hours. No call no followup Finally on 10/3 someone called my husband and informed him that the order has been expedited and can expect cabinets middle of October. I called 10/6 spoke with ******* and there was shipment yet they would go out the 10/10. ******* said she would check on the 10/11 .I didn't like the lack of information so I called customer ********************** and spoke to ********* she said she escalated the call and would call me on Monday or Tuesday with an update. That never happened either. Poor communication, bad followup, no resolution!!out of space.Business Response
Date: 10/24/2022
October 24, 2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: ********************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer #********
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. We partnered with our business partners and were able to get the item delivered and as a one- time courtesy issued a gift card for the customers experience.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide.The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:10/13/2022
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 kitchen cabinets and appliances from the Home Depot. Cabinets from store **** in **** and appliances online because they needed to go to a CA location so they were shipped from another store in CA. Store **** reviewed all the appliances to make sure they would fit via email that I have. My contractor is saying the 30 inch oven is NOT fitting at all. Home Depot will not take back the oven for return or exchange even though I bought it all there at the Home Depot and they reviewed all the appliance dimensions. Now I have a $2000 oven that will not fit in my brand new kitchen and I have to try and find something that will fit and can not use their guidance.Business Response
Date: 10/18/2022
Attn: Ms. *********************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Case # ********
Dear **************:
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ******************************** regarding her experience. Upon review, The Home Depot Online Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
Our Online Executive Escalations Team has partnered with store **** who agreed to return the 30oven with no restocking fee, and the customer should receive full refund for the oven to allow a new order for a 27 oven to be placed instead. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:10/13/2022
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.
Purchased entire house windows in 2007. Warrantied for 20 years. Have had "broken seal" replacements in the past. (with many issues but at least replaced). May 2, **** (window - seal broken and hardware replacement) and after much run around I finally got someone who I though could help. Many phone calls, letters and promises later, nothing has happened. Now I can't even get a call back. However they are still doing new installations.The purchase was done through the ******** Home Depot, however I don't believe they are monitoring the product.Business Response
Date: 10/17/2022
Home Depot ******, Inc.
Customer Care
2455 Paces Ferry Road
*******, ******* 30339
More saving. More doing.SM
October 17, 2022
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE: *****************************/ Better Business Bureau Consumer Complaint # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding getting her manufacturers window warranty issues processed from the 2007 Window replacement installation service ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot apologized for the lack of follow up that she has received and has contacted our Home Depot Exterior window division with the contract information provided by ****************, and the warranty replacement parts have been ordered. This will take six to eight weeks to come from the manufacturer.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 30413247Customer Answer
Date: 10/17/2022
As I believe I previously stated this has been ongoing since May 2,2022. I have heard the same information and been told that the parts have been ordered. And then ziltch.
I do understand what I have been told by the Home Depot executives and managers and errors will happen, but the lack of communication and follow through is what got us to this point in the first place. There is loss of confidence that they will follow through. I have been told 4-6 weeks and 8 weeks.
Thus I would prefer that this stays open until the project/replacement is completed.
Thank you for all of your assistance.
Business Response
Date: 11/03/2022
October 17, 2022
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
RE: *****************************/ Better Business Bureau Consumer Complaint # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding getting her manufacturers window warranty issues processed from the 2007 Window replacement installation service ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot apologized for the lack of follow up that she has received and has contacted our Home Depot Exterior window division with the contract information provided by ****************, and the warranty replacement parts have been ordered. This will take six to eight weeks to come from the manufacturer.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: 30413247
November 13,2022
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
RE: *****************************/ Better Business Bureau Consumer Complaint # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding getting her manufacturers window warranty issues processed from the 2007 Window replacement installation service ordered from The Home Depot.
As previously stated last month The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot apologized for the lack of follow up that she has received and has contacted our Home Depot Exterior window division with the contract information provided by ****************, and the warranty replacement parts have been ordered. This will take six to eight weeks to come from the manufacturer.
We informed the customer that would be sometime around the end of November we are awaiting the arrival of the Manufacturers warranty replacement parts.
With that said, The Home Depot considers the manufacturers warranty assistance for 2007 Window resolved, however I will continue to follow up the customer once the manufacturers Warranty replacement parts are received.
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,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: 30413247Customer Answer
Date: 11/03/2022
I have been contacted by numerous people from Home Depot, that is true.
However I received a msg from a district manager- ******?name - (on approx Oct 13) saying she would "try" and put the order in.
******* - executive escalations mgr. (email) sent an email on ***** saying that the ** exterior window branch installation manager has re-ordered the parts needed.
I received another phone msg from ***** 10-26 (stated it was an update) that the window has been re-ordered(?) and they are waiting an ETA and will let us know. Last communication. (originally she told me she had ordered it on 6/14 with the same will let me know ETA etc)
Perhaps you can understand my lack of confidence in this process and expectations of Home Depot.
I am not confident that this will be taken care of and respectfully ask that it stay open until it has been taken care of and not just verbally addressed.
Business Response
Date: 11/15/2022
November 15,2022
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** *****
RE:*****************************/ Better Business Bureau Consumer Complaint # ********
Dear *************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding getting her manufacturers window warranty issues processed from the 2007 Window replacement installation service ordered from The Home Depot.
As previously stated last month The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot apologized for the lack of follow up that she has received and has contacted our Home H323839*****530373836H Exterior window division with the contract information provided by ****************, and the warranty replacement parts have been ordered and are expected December 9th.As stated in last two responses the replacement order placed October 26th was told to the customer that the manufacturer was running six to eight weeks out on lead time.
With that being said, The Home Depot considers the manufacturers warranty assistance for 2007 Window complaint resolved, as the part is on order.
However,as we are awaiting the arrival of the Manufacturers warranty replacement parts,I will continue to follow up through a Home H323839*****530373836H Executive Escalation until the manufacturers warranty replacement has been completed.
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,
******* Head
Home H323839*****530373836H Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 30413247November 13,2022
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** *****
RE: *****************************/ Better Business Bureau Consumer Complaint # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding getting her manufacturers window warranty issues processed from the 2007 Window replacement installation service ordered from The Home Depot.
As previously stated last month The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot apologized for the lack of follow up that she has received and has contacted our Home H323839*****530373836H Exterior window division with the contract information provided by ****************, and the warranty replacement parts have been ordered. This will take six to eight weeks to come from the manufacturer.
We informed the customer that would be sometime around the end of November we are awaiting the arrival of the Manufacturers warranty replacement parts.
With that said, The Home Depot considers the manufacturers warranty assistance for 2007 Window resolved, however I will continue to follow up the customer once the manufacturers Warranty replacement parts are received.
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,
******* Head
Home H323839*****530373836H Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: 3041324October 17, 2022
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** *****
RE: *****************************/ Better Business Bureau Consumer Complaint # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding getting her manufacturers window warranty issues processed from the 2007 Window replacement installation service ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot apologized for the lack of follow up that she has received and has contacted our Home H323839*****530373836H Exterior window division with the contract information provided by ****************, and the warranty replacement parts have been ordered. This will take six to eight weeks to come from the manufacturer.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******* Head
Home H323839*****530373836H Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: 30413247.
Customer Answer
Date: 11/16/2022
Complaint: 18209547
I am rejecting this response because:I will again repeat that this issue started in May 2022. That is 6+ months ago. We are currently on week 5 waiting for the materials, which apparently will ***********-8 weeks to be prepared. I will continue to have little faith that this will take place and continue to reject this idea of closing out this complaint. It will not be closed to my satisfaction until the job is complete.
Sincerely,
*****************************Initial Complaint
Date:10/13/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased items from HomeDepot using express delivery and paying $8.99 for express delivery.HomeDepot did not deliver part of my order and canceled it without informing me first.I asked HomeDepot to refund $8.99 for express delivery because they did not deliver on their promise, but they refused.I am asking BBB to assist in obtaining an $8.99 refund Thank you,Best regards,*********************Business Response
Date: 10/14/2022
October 14, 2022
Attn:*************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
RE: *********************/ Complaint file #********
Dear *****************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The online resolutions team contacted that store manager who agreed to assist with the customers refund. The customer was issued a refund in the amount of $9.79 and was offered a $20 Home H323839*****530373836H e-gift card in which, he accepted.
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: 30413628Customer Answer
Date: 10/14/2022
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.Very much appreciate your help as well as personal response from HomeDepot
Sincerely,
*********************Initial Complaint
Date:10/13/2022
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.
The following issues have occurred:In November 2021, I paid about $16,000 for the entire house to have planks put down throughout the entire house.1. Home Depot refused to cover the furniture in my home before starting the project nor did they inform me to cover the furniture before-hand. There is now dust spread all over the house (on furniture, sink, countertops, and etc.).2. Home Depot only used primer on the quarter round/borders these areas were not ************* Depot employee, *******, stated that I needed to paint myself. This is not possible as the borders/quarters needs to seal first, and the moving of the furniture would need to be coordinated.3. Home Depot refuses to place the furniture back in the house.4. Home Depot has not put the boarder nor quarter round in the bathroom. This has halted the installation of the toilet in the guest bathroom.5. The installers was scheduled to come on 8/24/2022-8/27/2022 to finish everything but they did not show up until 8/29/2022. They only put down flooring on half of the master bed and never came back. (I have already advised that the computer room be last serviced because I work from home).6. Home Depot did not finish installing quarter round in the front door entrance and hallways, family living room, formal dining room and the bedrooms, or complete the flooring in other rooms in the ****************** and they refused to place the furniture back in place that they moved.I am requesting the following resolutions:1. A completion of the many unfinished jobs in home since December 2021. (Please see the list above)2. On 8/16/2022, ***************************** promised, after I find a painter, he would pay for the base boards to be painted. I asked that he keep his promise. 3. On 8/29/2022, the installers stated that the border for the flooring is too wide for the bathrooms. I request that the correct products be reordered. 4. I request a refund for shoe covering & plastic covers used to cover furnisher/sink.Business Response
Date: 10/21/2022
October 21, 2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ********************* / BBB Case #: 18207789
Dear ****************:
We acknowledge the receipt of the BBB Case #: 18207789
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case.
We reached out to our Field Team, who have provided us with an update. Our Service Provider has attempted to make contact with the customer to set up a site visit but their calls have gone unanswered. The site visit is needed to make sure the area is accessible and clear from personal belongings, which has been relayed to the customer multiple times. I have also attempted to make contact with the customer via phone and email; however, no response has been received.
With that being said, The Home Depot considers this matter officially closed until the customer is compliant with accessibility to the area.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #:30230289Customer Answer
Date: 10/26/2022
To: BBB
I am rejecting this response because: This is the 1st time that home depot has asked that the do an inspection of the home. However, they are welcome to do an inspection. Almost year, I have contacting the Cooperate Office many times trying to get them to finished the job. The reps always take my message & managers never call me back or their message be full. The last time they came out, they only finished half the master bedroom and stated they were coming the next day to finish. However, they never came back. They always start a job in one area & never finish the jobs. The next time installers come out they always start in a different area. The installer last stated they will come back when they can put quarter round through the whole house. How can they put quarter round down when the planks have not be laid. The installers keep using one excuse after the other. Cooperate indicating that they are closing my case until the job is done. That is another excuse to not finish the job. Closing my case is not resolving the job. They don't want people to know that I have complained to the cooperate since January & the job has not been finished. Please keep my case open and make Home Depot finish the job or return my $16,000 & return my flooring & furnisher to the original state. I am so stressed out& very dissatisfied with Home Depot Cooperate Office. I have called & left voice message with ***************************-The Home Depot-Customer Care Resolution expeditor to please schedule a time for the inspection. No response.
Sincerely,
***************************Business Response
Date: 11/04/2022
November 4, 2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ********************* / BBB Case #: 18207789
Dear ****************:
We acknowledge the receipt of the BBB Case #: 18207789
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding the completion of her flooring installation.
The Home Depot has reviewed this case.
We have reached out to the Field Team, who have provided us with an update.
Our Service Provider and Store Team have successfully made contact with the customer. The Store Team will conduct a site visit on Wednesday, 11/9/2022. They will make a check list of materials needed to finish the install and to ensure the area is cleared. Once the site visit is complete, the customer requested the ********************** Provider contact her husband, *******, to set a Saturday date so the installation can be completed in one day.
With that being said, The Home Depot considers this matter closed for the time being.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #:30230289Initial Complaint
Date:10/13/2022
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 Whirlpool washing machine online from Home Depot. I purchased the5 year Extended Warranty Program through Home Depot. The washer shopped working correctly after year (clothes were wet) - service came out and problem was corrected. 6 months ago same problem occurred. Service corrected problem by replacing "all parts". A month ago same problem occurred and the washer would shut off after the cycle started. The clothes were wet. And there was a burning smell as well. Maybe that is why the washer shut off in mid cycle? A technician has come to my home 4 days (plus an additional whereby tech did not show). So in the past month I have had to stay home from work 5 days. The last visit was Friday. Tech was at house for 3 1/2 hours and left saying he could not fix the problem. I repeatedly contacted Home Depot requesting a buy out so I can purchase a washer that works. Sunday evening the company of the tech called telling me a tech is coming tomorrow (Monday). I questioned the rude lady why since the tech told me he couldn't fix it after 3 tries of replacing part and diagnostics she told me I was denying the service and hung up on me. So now the ticket I requested to replace the washer per the warranty now was cancelled. I have gone to Home Depot in ******** seeking assistance. I call Home Depot Warranty daily only to get staff located offshore who read a script and then escalate to their supervisor offshore who then reads another script that they are updating my record. Nothing happens. No one can help me.. As the pile of laundry gets higher each day - I have 3 kids, I am so frustrated between the lack of communication, the lack of a process to speak with someone who can actually help me, the rudeness of the company their insurance using for the repairs, in incompetence of the repair technician who wanted me to hang out in the basement for 3 1/2 hours as he couldn't figure out what was wrong and kept saying in broken english that " everything goBusiness Response
Date: 10/28/2022
October 28, 2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ******************************************** Case # ********
Dear *************************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations contacted the customer and was advised her issues was resolved through a buy out from Asurion.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number ********Initial Complaint
Date:10/13/2022
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.
Bought a Bespoke Refrigerator on 08/21, they have postponed my delivery 6 times. No one will help us and they say it's not backordered. Home Depot blames ******* and ******* blames Home Depot. Every time we call we get hung up on or told we have to wait. Asked to talk to a manager or have this resolved and was told I couldn't. Order number W894038257. Please Help!!Thank you..Business Response
Date: 10/25/2022
October 25, 2022
Attn:*************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
RE: ***************************/Complaint file # ********
Dear *****************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The online resolutions team has confirmed delivery for October 22, 2022, from Samsung.
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: 10/25/2022
Complaint: 18208807
I am rejecting this response because: it was never received on 10/22. Yet again it was rescheduled for 11/25 and then 10/26.
Sincerely,
***************************Business Response
Date: 10/27/2022
October 27, 2022
Attn:*************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
RE: ***************************/Complaint file #********
Dear *****************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The online resolution team contacted the customer and confirmed that the delivery was completed on October 26th with no issues to report.
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:10/13/2022
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 new refrigerator and had it delivered yesterday. When they got here to deliver and install it one of the guys came in with a measuring tape and checked the doorways and told me it would not fit (my mistake for not checking before) and to call HD to reorder a different one. He then came back in and remeasured my back door which is a sliding glass door and said it would fit through there. So the 2 guys brought it to the back of my house and got it inside my screened in back porch only to find that he measured wrong, and it did not fit. He told me that he would put me down for a reschedule and they would be back out within 24 hours and that I needed to figure out how to remove the door. I had someone come help me remove it last night and when I called this morning to find out a timeframe for them to come out, I was told that I was not put on the schedule for today. After explaining what I was told by the delivery guy, I was put on hold so HD could contact the delivery company. They came back to say the soonest they could come out is Saturday. Ill only be available Saturday morning till around 3PM but they could not give me a timeframe. So now I have to sit with no back door, leaving my house open for 3 days with only a screen door on my back porch on top of I won't have help to put the door back on until Sunday because of this now. I would like for this to be resolved sooner than Saturday so I can have my door reinstalled. I would also like to add that there are a few scratches and dents on the unit, and I am willing to overlook these if this can be resolved as soon as possible. I can provide pictures as well of this if neededBusiness Response
Date: 10/19/2022
October 19, 2022
Attn:*************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
RE: ***********************/Complaint file# ********
Dear *****************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The online resolutions team contacted the customer and assisted with a new delivery date. The customer was given the date of October 15, 2022, which was unsuccessful and was then provided with a new date,October 18, 2022, for delivery. The customer confirmed delivery on October 18, 2022,and was offered a damage markdown on her appliance due to scratches and dents on the unit and compensation in the form of a Home H323839*****530373836H gift card for the inconvenience the delivery delays caused, the customer accepted the offer
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:10/13/2022
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.
The carpet which I picked with the assurance of carpet specialist at Home Depot for stairs with pets , turned out being junk as much as the manufacturer claims is above standard.Home Depot is not doing anything I ***** contacting them in person and via email.Super unhappy with the product and service.Business Response
Date: 10/21/2022
October 21, 2022
Attn:*************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
RE: Jem Zinel/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.
After multiple discussions with *************, we have reached an agreement of a $200 markdown on his purchase/install as final settlement. He has replied via email that he agrees, and he has been informed him that we will apply the credit to his card on October 20, 2022, which he will see on his end over the next 3 - 5 business days.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30410500Customer Answer
Date: 10/21/2022
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,
Jem Zinel
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