Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11,851 total complaints in the last 3 years.
- 3,461 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/25/2022
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.
On November 14, 2022 I placed an online order (W899612065) with Home Depot for a Milwaukee M18 9 piece combo tool kit (**********) for $649.92 On November 16, 2022 at **** I received an email from Home Depot saying that the package (tracking # ************) was delivered. My wife was home at the time and there was no package to be found. At **** I received a notification from ***** saying that the package had been delivered- a half hour had past between when the pic was taken and receipt of the notification. Usually, the driver is still outside or just pulling away when we get the notifications.I called ***** at **** and told them they delivered my package to the wrong address. They gave me a case #C88724432. I called Home Depot at **** and told them the package was delivered to the wrong address and **** (HD rep) told me to dispute the charges with my credit card company (#22****01030C), and file a police report (case #SD221122010). He said its basically *****s problem.******* from ***** called on 11/19 to ask me to describe my house, I did, and she said I have verified the package was delivered to the wrong address, and I could reorder the tool kit. She gave me claim # (C-8908991 I called Home Depot to reorder and I figured out that I would be paying for the tools again. So I called ***** back at **** and spoke to *** who said there was nothing in my file about my call with *******. He then put ****** on the phone who said ***** was sending a claim to Home Depot and they had 72 hrs to accept/send proof if they dont my claim would be denied.On November 22, 2022 I receive an email from ***** stating that my claim was denied because the shipper-Home Depot-must file all claims as per our contract agreement.Also on this Saturday I spoke with 2 reps from HD, both named ****** #*****. Told me the same thing dispute with cc company, file police report.I paid HD $649.92 for tools I never received and I can prove ***** delivered to wrong address.
Business Response
Date: 12/01/2022
December 1, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE: ***************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions contacted the customer and informed:
Action(s)Taken 11/29/2022
The customer wants a new order shipped to store for pickup. The tools are currently out of stock. We offered to place order on 12/01/2022 when item shows more stock should be available.
With that being said, The Home Depot considers the customers concerns met and this matter resolved in our office.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF:30811890Customer Answer
Date: 12/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:11/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order number : WP51499658 I had ordered a fridge and dryer online from Home Depot. Please see the attached picture for the models. After getting the delivery, I refused the delivery as the fridge was not what I was expecting. Not only was the fridge the incorrect size and color than expected, it is manufactured with plastic surrounding its frame, whereas the description claims that the fridge was made with finger print resistant stainless steel. I did not sign the delivery form.Here is the list of issues which need resolution:1) I asked the delivery personnel to take the fridge back upon delivery to which they refused and passed the buck to call Home Depot customer **********************. Consequently, they left the fridge at our address without us signing the delivery form.2) After calling the Home Depot customer **********************, they claimed that the appliance was accepted and it was signed for, which it was clearly not.3) The Home Depot customer ********************** stated that the applicants cannot be refunded or exchange unless defective (I told the customer ********************** representative I preferably wanted to get another fridge of the same price. A refund if the only option left, to which the representative rejected). 5) Home Depot sent me a checklist for appliances delivery, and did not mention their reasoning as to why the appliance is not returnable.6) Home Depot return policy guaranteed that we can have hassle-free return for 90 days. They listed exceptions for major appliances, and mentioned we can refuse the delivery. I consulted with a friend who has rejected multiple major appliance at delivery(washer machines) and was successful at asking them to take the appliance away. My friends order number was W894474414. I attached a picture of his rejected order as well. Home Depot, this is a matter which can be resolved simply. We have been frequent customers of yours and you can check my account history for reference. We do not seek a refund, only an exchange. Thank you for your attention.Business Response
Date: 11/30/2022
November 30, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: ******************* /Complaint file #********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The online resolutions team contacted the customer and advised that the appliance will not be accepted back or exchanged as it is considered buyers remorse.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:11/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Original order for laminate flooring related products and installation placed on 6/21-22. The order included baseboards and related products that I said I didn't want and that I would get my own. I was told just return the products for a refund. No problem there. However, I also paid $ ******** for labor on the project which one can assume one day's worth of labor would have been to install baseboards. (I was scheduled for up to four days labor, the gentleman finished after 2.5 days). I am therefore paying twice for installation of baseboards and a couple of errors in plank installation. I brought this up to a person at my local Home Depot. He said customer pays for entire install. He also asked if I wanted him to see if he could get any money back for me. I was so disgusted at this point I said "no" because I figured if the company had any integrity approximate hours not used should be baked into the final price. Decided this should be something addressed in general rather than just my particular situation so I am writing to you rather them. Also not writing to them because spent 20 minutes trying to figure out how to write to Home Depot's corporate office and gave up - I think they are trying to make it as difficult as possible to figure out how to reach them by email. (I have a bit of aphasia so I prefer writing to talking.) I think their practice regarding paying for unused hours is deceptive and rather " scam-ish" for such a large company. I see that I should probably send a copy of my merchandise and service summary but I don't know enough about computers to insert it into this letter.Thank you for your time.Business Response
Date: 12/20/2022
December 20, 2022
Sent Via ************************************************************ Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ********************* / BBB Case #********
Dear **************
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. The Customer felt like she was being overcharged for her installation. Home Depot did explain to her that the installation charges are determined by square footage, and not by the hour. The Customer advised she understood. She was also provided a credit back on her order of $200.00 for the inconvenience that she felt. And the Home Depot **************** team is working with her to address the three additional errors in the flooring install , as she has advised.With that being said, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,*********************************
The Home Depot -Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!Initial Complaint
Date:11/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Why did ****** in the corporate office tell me that speaking Spanish is racist? Is HD intolerant of person who speak languages other than English?Business Response
Date: 11/30/2022
November 30, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: *************************** /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The online resolutions team contacted the customer and provided the status and process for BODFS orders. The customers order was delivered on November 26, 2022.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:11/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a 60x80 left hand composite door on 10/19/22 from the home depot store in ********* ** store ****. The total for door was $1319.35. Ordered installation services through same store. The installer came out and measured door and took pictures on i pad. When paid for installation of door the total was $1342.92. The basic installation for door was $679. They then advised me of additional materials needed for$266.42 and an additional labor charge of $437.50. The problem i have is that the door fit perfect on the sides and only needed an inch board on top inside and out. The materials that claim to be needed were never refunded or the additional labor. The installer was a subcontractor for the installation services. The door was installed in less than an hour. In conclusion the installation services overcharged on materials never used and charged additional labor never done.Business Response
Date: 11/30/2022
November 30, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: *********************** / BBB Complaint#: 18462571
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Home Services team has contacted the customer to discuss the materials used for the installation and scheduled the inspection date as well.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
Zenae F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:11/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/21/22 Home Depot delivered a refrigerator to my home and left the refrigerator in the living room not the in the Kitchen where it was scheduled to be installed. The service manager at Homedepot said I had to return the refrigerator myself to get it returned. They would not come back to get it. When i called Corporate Home Depot. I was told ******* was going to pick it up on Friday 11/25. Also I was told the installers left because of racial language used on them. That never happened. I challenge that statement and want that clarified I dont want any one to think or document that I said anything racial to anyone. *** at the local store lied to me by saying he called an left a message. There is no record of him call. I want the refrigerator returned to home depot and a full credit issued on my credit card.Business Response
Date: 11/30/2022
November 30, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: *********************** /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The online resolutions team contacted the customer to assist with a pickup and return of the appliance and damage claim.The customer confirmed that the appliance was picked up on November 28, 2022, and the order has been refunded. The compensation for the damage caused by the delivery will be handled by the insurance company.
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: 11/30/2022
I am waiting on a response from the HomeDepot's insurance company. Waiting on the phone for 30min or longer to be told the claims representative will have to call you back is unacceptable. I am in contact with the ****************** care team who is offering me a store credit. The amount is to be determined. This is a very slow and time consuming process. I have been told by others that they have had similar experiences. Once the issues are resolved I can and will accept there final resolution and close this issue.Initial 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.
I purchased a Maytag washer with a protection plan on 9/01/2017 for $797.96.On October 4,2022 the said washer had two errors on it and stopped working.I contacted Asurion for repair and it took eight days to have a repair technician come look at it .Then I was told the part was back ordered and had to wait three weeks for repair .The repair was completed on the November 7 2022.On November 19,2022 the same error messages started again.I have repeatedly asked for a buyout and was told no and I havent been able to get a repair either.I was told there is no repair technicians .It is now November 25,2022 and I was told Whirlpool is handling the repair and should call and be here November 30 2022.I requested a $50.00 laundromat payment and havent havent received anything.Having a washer with no repair for almost two months isnt good customer ********************** .I want a buyout of this unrepairable and lack of serviceable product.Business Response
Date: 12/13/2022
December 13, 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 service provider came out on 12/09/22 to ensure the repairs were made to the washer. Customer has confirmed with us that the repairs are completed to the unit.
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: 12/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:11/25/2022
Type: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.
Whom do I contact concerning an improper window installation. I have contacted Home Depot on several occasions and they refuse to send anyone out to look at the problem while we are receiving water into our house through a window that was improperly installed by Home Depot and its contractors. The framing was done by Home Depot and its subcontractors and it allows for water to enter our residence via the window. please see picturesBusiness Response
Date: 12/06/2022
December 6, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: Ace Pace/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.
Our Labor Warranty is expired, and the customer had a previous Install Manager out in 2017 and 2018, the installation was water tested, and found it to be the customer's roof leaking. The Labor Warranty has expired and in job comments, our corporate office has also provided them with the # for ******** Windows, if they feel it is a product issue. The customer has been sent a denial letter twice regarding his complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. 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,
Ace *************************Initial 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.
I went to Home Depot for interior doors and cabinets for my family's new home. We placed the cabinet and door order in August. When the doors arrived, 11 doors were wrong. It turns out there were so many mistakes in the door order. Management promised a swift solution, that we would get "white glove" service, expedited so we could get on with the project. Now I just learned it's going to be 2 months from my complaint and request to fix the order until we get the doors. That's 4 months from my original order date, when these were supposed to be delivered in 3 weeks. I'd like them to actually expedite the order as they promised, and finish this job.My second issue is with the cabinet order. Two issues. 1) I realized two days after I placed the order that we did not need 3 cabinets in the kitchen. I stopped by HD and spoke with the sales rep and told him I wanted to return those cabinets. The rep said the order was such a massive order- over 90 items, that re-running the order would take over an hour. He promised that he would take these cabinets back and refund the restocking fee. The sales agent also told me that we couldn't get the cabinets in custom colors we wanted, but we could paint on finished cabinets. So we ordered "natural" cabinets for 3 rooms with the intention to paint them. When the cabinets arrived, my builder told us it would be a major mistake to paint on sealed veneer cabinets, that they would scuff and peel and be ruined within a few years. I spoke with an HD pro rep who echoed what the builder said- it would be a real mistake to paint on these cabinets. I called HD and learned that the sales agent who placed the order had quit. The new management refused to return any cabinets, or give me any credit, and now I'm stuck with $15,000 of cabinets that I cannot use. Management simply doesn't care, and that's not acceptable. At the minimum they have to honor promises made by their agents.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.
District manager of the ****************** Home H323839*****530373836H store has granted the customer a full refund for the cabinets that the customer was not able to use.
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.They made things right.
Sincerely,
***************************Initial Complaint
Date:11/25/2022
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 GE Profile refrigerator from Home Depot 10/16/22, employees struggled with new software, we not trained on its use causing delayed time in store. After that, the refrigerator was "lost due to a late truck" and not delivered until 11/10/22. I literally had to door dash food this entire time. Upon the delivery, employees were unprofessional, recklessly tearing of plastic leaving large ripped pieces still attached. They also attempted to leave without installing the internal shelves in boxes inside the refrigerator, when asked to do so, they were not knowledgeable as to how to do so, I had to help read the manual. Shelves were left not sitting level. I later discovered they had not removed some of the styrofoam causing the shelving no sit un level, I also discovered two dents. Multiple calls to customer ********************** including the "escalation team" later, second replacement delivery scheduled for 11/22/22, no one showed up or called. Multiple calls later, and back with the "escalation team" after stating I was filing a complaint with the BBB, and considering legal action, I was offered $500. off the price and given a "delivery escalation number." The replacement delivery is scheduled for December 1. This has been an utter nightmare and has taken a great emotional toll on me, as well as consumed a great deal of my time on all these calls, being placed on hold endlessly, and all to repeat the entire process multiple times. There was one manager named ***** in the local store who actually tried to help, and even called to check on me on his day off, I am grateful for him, and the sales person **** in the store who was also nice. However, the issue remains unresolved. To date, I do not have the replacement. I now have to go back to the store to have the $500. refund issued. I regret buying an appliance from Home Depot at this point, and am devastated from this experience! UNNACCEPTABLE.Business Response
Date: 11/29/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:*********************** / BBB Case # 18461755
Dear ****************:
We acknowledge the receipt of the BBB Case # 18461755
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.
The Online Executive Escalations Team in partnership with the local Home Depot store leadership team have reviewed the customer's complaint and advised the customer that she would have to go into the store to receive the $500.00 credit. They also advised the customer that we could not get the replacement any sooner than 12/01/2022 and the customer agreed to wait. On 11/26/2022 the customer was refunded $544.00 in cash from store ****. 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 ************************************Customer Answer
Date: 11/29/2022
Complaint: 18461755
I am rejecting this response because: The response from Home Depot contains information which is not correct. I did not "agree to wait" on anything. In fact, the "escalation department" stated they were issuing a "DET number which stands for delivery escalation team to ensure a faster and more professional delivery of the replacement .refrigerator and that I would be receiving that in an email." (which I did not receive) I stated it is ridiculous that Home Depot could not have a manager bring a replacement any sooner even if it were the floor model in the store. Therefore, that statement is false and misleading at best. Yes, I did pick up what was promised to be a partial compensation at the store, which was another ordeal that took three customer ********************** agents in the store to issue as they were unable to confirm this in their system, and had to call and sit on hold. It took a while, and I had to make a trip BACK to the store to get this much finally done. Next, I have NOT received an apology email from home depot with anyone's contact information. The last time I checked, they STILL had a wrong email listed for me and the store attempted to correct it, but the system was not compatible. NOW that I see the contact information in this response, I will reach out to THEM AGAIN. Please note, I am promised additional compensation, and I STILL do not have a replacement. Home Depot, please do NOT document any further false information. My email is *********************** and my cell phone is ************ Just be honest and follow up with me.
Sincerely,
***********************Business Response
Date: 12/09/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:*********************** / BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced 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.
The Online Executive Escalations Team in partnership with the local Home Depot store leadership team have reviewed the customer's complaint and advised the customer that she would have to go into the store to receive the $500.00. They also advised the customer that we could not get the replacement any sooner than 12/01/2022. On 11/26/2022 the customer was refunded $544.00 in cash from store ****. The customer's refrigerator was delivered successfully on 12/1/2022. 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 ************************************
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