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:11/23/2022
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 a prior BBB Complaint, Home Depot's Executive Escalations **** ******** coordinated a resolution through ******************** Mgr., Store #****, in ************. Then, it was discovered that **** sold fridge with Warranty details for "in *** only," no reference made to **'s Warrantor. Mgr **** offered a Gift Card to offset "repair services" provided outside warranty per GE Appliance ********* (GAC) in ************* **. She said that in case further difficulty under warranty emerged, find her for the resolution at her cell number. But GAC services did not lead to a fridge fix; the entire fridge section stopped cooling this year. Now, HD dismissed me with, "******************* no longer works here," and reps ****** my calls in and out of Hold for hours until I give up or cell battery dies. VP ********************************** gave me no reply. HD****'s team said GAC will return again next week, 28NOV22. But GAC failed 3 service calls in 2021 & one again 7JAN22. GAC argued by phone that **'s Warranty as sold did not exist; yes, I sent her a copy right out of User Manual #*********** (no reply). Finally, HD Executive Escalations no longer exists, so same deviant call bouncing reported at HD**** replays at ************ ext#*****. A difficulty, "*******'s" not answering, so each time you get an answer, whether ***, or *****, et al, they each follow an internal script : Gift Card received then, that's "final," so no further contact.As I was sold HRQ16N3 (20MAY20) with ******** that was denied due to circumstances beyond my control, I think this falls under "Not as Described." HD helped bring repairs in hindsight but then GAC only switched out parts randomly, "What else can we change? We switched out even the motherboard. " Brea L of ******* BBB opened Complaint against GAC and no reply ongoing, so this is to return back to where we started and seek executive team member to step in for Executive Escalations.
Business Response
Date: 12/01/2022
December 1, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
235 ************************** Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. I contacted ****************** and offered him a electronic gift card by the Home Depot in the amount of $950.00 for his defective refrigerator with a signed Settlement and Release Agreement.
The customer returned the requested document,and we have since process the gift card for the said amount.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** T Hodge
Executive Escalations
Phone:***********************
Fax:************
SF:30797149Customer 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:11/23/2022
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 bought almost $3k worth of appliances from Home Depot. I arranged delivery 10 days in advance, and provided an alternate phone number. The week before, I called the delivery company and verified the delivery while providing a third phone number in case of issues. The delivery was schedule for the day before Thanksgiving.The process used for delivery is about as unfriendly to consumers as possible. You get a 4 hour window, and you don't even find out what the window is until the day before. Then, they're supposed to call you when they are 30 minutes away.I had everything set, and I took off from work to receive the ************* of the appliances was a fridge, so I went across the street to get a cooler and ice. When I returned home, there was a door hanger saying they missed me. But they never called me despite having 3 phone numbers! I called customer ********************** but they refused to have the delivery people return, even though they had just left literally 20 minutes prior. After an hour on the phone I gave up, and asked for a refund. They told me it would take 2 weeks to get a refund for the stove I paid for with a card. For the fridge, which I bought with cash, they told me to go to the store. I went to the store and they refused to give me a refund because the fridge hadn't gone back to the warehouse yet. This is despite the fact that the notes were all right there in my account about not receiving the deliver.At the end of the day, it's hard to think of a worse experience with a company. They screwed up, refused to fix it, and then wouldn't even give my money back in a timely manner. They did absolutely everything wrong.They should offer to discount the delivered appliances after ruining my Thanksgiving because my existing appliances don't work so I can't cook.This happened at the *******, ** location.Business Response
Date: 11/30/2022
November 30, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our 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 advised We spoke to the customer to advise the refunds are complete. We emailed the customer a Home ********************** Gift Card for his dissatisfaction with Home Depot.
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 ********Customer Answer
Date: 11/30/2022
My full refund has still not been completed.Business Response
Date: 12/06/2022
December 6, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case # ********Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot Online Executive Escalations advised Order #WB30582675 was refunded on 11/23/2022 back to original form of payment (Paypal). Order #H2506-304996 was refunded by the store in the form of a manual check. Mailed on 11/29/2022 customer should allow **** bus days.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number 30797317Customer Answer
Date: 12/06/2022
Complaint: 18457328
I am rejecting this response because I STILL have not been refunded.
Sincerely,
*******************************Business Response
Date: 12/06/2022
December 6, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
As previously stated, Order #WB30582675 was refunded on 11/23/2022 back to original form of payment (Paypal). Order #H2506-304996 was refunded by the store in the form of a manual check. Mailed on 11/29/2022 customer should allow **** bus days.
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 ********Customer Answer
Date: 12/06/2022
Complaint: 18457328
I am rejecting this response because this complaint is not closed until I have received the refund by check. If Home Depot had done the right thing, they would have provided the refund in cash...the same way that I paid. This delay is entirely Home Depot's responsibility, as is this entire fiasco.
Sincerely,
*******************************Initial Complaint
Date:11/23/2022
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 signed a contract with Home Depot on June 27, **** to have windows and wraps installed at my home. I was informed that this was a two day job and it would take place on October 19, 2022 and October 20, 2022. The contractor started the installation on October 19th and approximately 4 weeks later completed putting the wraps on. The contractor, *******, came late in the day to put the wraps on in the back of the house. It was dark when he finished. I told him I would look at the work in the morning and get back to him because it was too dark to see what he had done. The next morning, I noticed that one of the wraps had been cut too high and a second cut had to be done. There was also one wrap where a nail was bent and protruding from another wrap. One wrap had a hole where a nail had been removed. I didn't complain about that. With the ************ I can do that myself as the wrap is low enough for me to reach. However, I informed him that the wrap with the improper cut needed to be replace and the wrap with the nail protruding was too high for me to reach. I have been calling **************** with whom I signed the contract and asked him to please have these two things corrected. He asked me to text him pictures which I did. I have made several phone calls to him, and I was told that he is emailing back and forth to ****. I left a voice message on November 18th that I see no progress with the emails that are going back and forth, and I would like for him to give me a call back by Tuesday November 22nd. I have yet to receive a call back. I had previously asked if they would have someone come out and inspect the work that was done. On November 17th, my outdoor camera showed ******* inspecting the front windows. I have no complaints with the front windows, and I would expect someone other than the installer to do the inspection. As of today, nothing has been done to correct the problem. Please help. Thank you.Business Response
Date: 11/29/2022
11/29/2022
Sent Via Email
Attn:Ms. *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: *****************************/BBB *************************************** **************:
We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her windows.
The Home Depot has carefully reviewed and investigated this matter andhave corrected the issues with the windows and have also ordered two screens. The *** on the screens are 4-6 weeks, customer has been advised of the timeframe.
The Home Depot considers this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
******* Clay
Executive Escalations
Phone:***********************
Fax:************
Reference Number: 30792189Customer 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:11/23/2022
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.
11/11/2022 purchased refrigerator.11/16/2022 refrigerator delivered item defective.Inside was covered with soot residue apparent diesel stain that could not be cleaned.11/16/2022 store contacted and agreed to replace.11/22/2022 item scheduled for delivery. delivery people arrived and refused to move defective one and would not install new refrigerator.Item not received to date as I am under time constraints for closing my other home as sale pending it is causing major problems for me and my wife.Vendor notified and unable or unwilling to address concerns adequately.Business Response
Date: 11/29/2022
November 29, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: ****** Street /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customers may have experienced regarding their appliance delivery.
This matter has been reviewed and determined that compensation will be given to the customer for their concerns regarding their appliance delivery and installation. The Home Depot has addressed the customers concerns and deems this matter 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 should you have any additional questions or concerns.
Sincerely,
*************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30792343Customer 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.
Sincerely,
****** StreetInitial Complaint
Date:11/23/2022
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.
DO NOT BUY ANY APPLIANCES AT THIS STORE. Home Depots return policy. What a joke within 48 hours they will allow a return when you buy a refrigerator they tell you to allow 72 hours to make sure its cooling properly. Here is my experience ******* refrigerators. Another joke for another review freezer stopped working after four days. Long story short Home Depot would not do anything about it $1400 spent and wasted. *** had this refrigerator since the ninth of November. I had the displeasure of meeting the store manager yesterday. Her name is *****, as a store managerShe is worthless. Dont try to deal with her because she doesnt care about the customer at all. There are some wonderful people that work at Home Depot shes not one of them, I have a wonderful boat anchor sitting in my kitchen does not freeze now I had to buy another freezer so we can keep our frozen food. When I called *******, they said it should be replaced as it is new. Home Depot said that after having service come to my place three times for the the same problem within 30 days it will be declared defective and they will replace the refrigerator. The problem is the soonest I get somebody to come out is November 29, so what am I supposed to do with my food between now and then. Please learn from my mistake. Do not buy appliances at Home Depot.Business Response
Date: 11/29/2022
November 29th, 2022
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: *********************************/BBB (Better Business Bureau) Complaint#:18455693
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their Appliances
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We advised the customer that the issue was reported outside 48-hour window and thus falls under manufacturer warranty at this point for assistance. 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 # ********Initial Complaint
Date:11/23/2022
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.
****** frustrated and disappointed. We ordered KraftMaid cabinets through Home Depot in June 22 however, the delivery ETA was not until 10/7/22. Upon delivery, many of the cabinets were under painted wood is exposed. ********* took the liberty of adding a premium glaze on door faces, which we did not ask for and the craftmanship was poor and uneven across all doors with one missing the glaze anyway, and the cabinets (not doors) have chips, ******* and scratches on them, as well. After weeks of back and forth emails, and asking someone to call, we finally got a call to discuss. This rep took all the information again and we asked for new cabinet doors plus we also asked for an additional cabinet at the manufactures cost as well as a 10% monetary adjustment for our issues. The rep said he would see what he could do and would follow-up within the next week, which he did and said that we needed to remove and transport all the cabinet doors to a store 45 minutes away so that they could send them back to KraftMaid to prove the issues and ensure they get $$ back. Home Depot also frustratingly told us that they were covering the cost of new doors for us and made it seem like it was us that is putting them out and that they could not do anything more for us by stating that if the replacement doors still are not satisfactory to us then it would be up to us to remedy at our cost and that they could do nothing more for us. The replacement cabinet doors have been ordered but it does not compensate for the quality of the cabinet frames we received with the scratches, ******* and poor paint quality we are apparently stuck with these. Im in awe by the lack of effort to truly resolve all the issues with our order after spending that amount of money. Order # HB562-154813 Cost: $15,118.00 Date: 6/12/22Business Response
Date: 12/06/2022
December 6, 2022
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE:******************************* / BBB Case # ********
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 his purchase at our store.
The Home Depot has carefully reviewed all information pertaining to this matter and we have ordered cabinet door replacements, a base cabinet and touch up paint per his request. Also, per his request,have emailed the confirmation and PO numbers for the orders. We will continue to ensure the orders are received from the vendors to the customer's satisfaction.
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.
Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
Case: ********Initial Complaint
Date:11/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased carpet and installation services on 8/8/22 [Order H****-184551] from Home Depot Store **** in **********, **. On the first installation date [8/19/22], the installers installed tack strips and padding, but determined that the carpet was defective and the installation would need to be rescheduled. On the second installation date [9/16/22], the installers made a 38" linear cut on the installed carpet resulting in obvious cuts through the carpet loops. They also caused damage to the baseboards and staircase. Photos and descriptions of the damage were emailed to ACS ************* on 9/18/22, and in subsequent follow-up phone calls, ACS offered to replace all of the carpet to ensure a consistent match, and to compensate us for the trim damage by providing the cost of new paint. On the third installation date [10/31/22], there were additional issues: [1] There was not enough replacement carpet for the staircase; [2] The carpet in the closet beneath the staircase was cut too short. The installers attempted to fix the issue by installing a scrap of carpet at the end of the closet, and then laying carpet over the scrap. This bad repair can be easily seen, and is obvious when the top layer of carpet is pulled up; [3] One of the installers cut himself and bled on the newly installed carpet. We identified five individual stains on the new carpet and one red stain on one of our rugs in the adjacent laundry room. It appeared the installers also used one of our towels (a Steelers '***************************', of all things) to clean up.The installers did not inform us of their mistakes; on both the second and third installation dates, they simply left us to discover the issues. We've exchanged emails with the *** at Home Depot and have spoken with the store manager, but we don't believe this has been escalated appropriately and are unsatisfied with the resolutions options being presented.Business Response
Date: 12/05/2022
December 5, 2022
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE:*********************** / BBB Case # ********
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 his carpet installation.
The Home Depot has carefully reviewed all information pertaining to this matter and we have provided the customer with two options for a refund which includes compensation, per their request. Once we receive his response, we will send him a Settlement and Release agreement to execute and upon receipt his refund will be immediately processed.
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.
Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
Case: ********Initial Complaint
Date:11/22/2022
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.
JOB# ******** On October 21, 2022, we had 10 windows installed by home depot contractors. Prior to the install, employees from the home depot home services company realized at the last minute they forgot to pull a permit for our job. This resulted in them realizing they ordered the sashes with the wrong DP rating which did not meet code standards in *********. Then employees placed a hot order for new sashes. The sashes don't properly fit in the frames and are too loose. On October 24, 2022, Home Depot Home Services employee ************************************* placed an order for new windows and frames to ensure they fit together this time. She told me she would let me know an approximately ETA.On November 22, 2022, I received a call from ************************************* stating that the vendor wants to see photos of the gouges in the frames. I told her our issue had nothing to do with gouges. She completely forgot what our issue was. On November 22, 2022, I spoke to manager ********************* and he informed that **************** was mistaken and that the vendor wants to see photos of the gaps between the sashes and the frames. I told him I already provided all of that to them and a video. The reorder should have already been placed on October 24, 2022. This entire time we have been waiting and nothing has been happening.Employees at Home Depot Home Services are not paying close enough attention to detail and seem to have no idea what they are doing. Their mistakes are creating a lot of aggravation for us. They are also not very responsive to our concerns. We paid a lot of money for these windows and didn't get what we paid for. I can't be sure they are reordering the windows and frames because everything they promise doesn't happen. We need some reassurances the windows and frames are being reordered and provide us with an ETA as promised.Business Response
Date: 11/30/2022
November 30, 2022
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE: *************************** /BBB Case #********
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 his window installation.
The Home Depot has carefully reviewed all information pertaining to this matter and our District Installation Manager has conducted site inspection and is working with our service provider whom is also scheduled to visit the site on December 5th. The customer is happy with the stated path to resolution and we we will continue to ensure our customer'ss satisfaction.
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.
Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
Case: ********Customer Answer
Date: 11/30/2022
Complaint: 18454070
I am rejecting this response because I won't be fully satisfied until the job is completed as promised. Thus far when things are promised to me by Home Depot, promises are not kept. After December 5th if the door is fixed then I will be satisfied. I was originally told by ********************* that home depot doesn't do concrete work and now suddenly you do. We also need to discuss compensation for our troubles. I should have to catch home depot's mistakes. When ********************* was at my house to look at the door I threw a bucket of water at the door and water came inside the house. Since we have been put through numerous headaches and had to hold home depots feet to the fire multiple times we need to be properly compensated for our troubles. When door is finished that discussion needs to take place.Sincerely,
***************************Business Response
Date: 12/07/2022
December 7, 2022
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE: *************************** / BBB Case # ********
Dear ***************,
We acknowledge the receipt for the rebuttal of the Better Business Bureau Consumer Complaint # ********
The Home Depot continues to work with all parties and are executing the agreed path to resolution. Our customers door has been repaired to his satisfaction. We await delivery of the windows and upon receipt they will promptly be installed. Our District Manger will continue to oversee the installation to completion and to our customers satisfaction.
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
*************************
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone *************************
Fax **************
Case: 30787632Customer Answer
Date: 12/07/2022
Complaint: 18454070
I am rejecting this response because the windows are not installed and we have not discussed compensation yet. Once windows are finished and compensation is received then job will be done. Since the job isn't done the customer is not satisfied. The windows will allegedly be installed on December 22nd.
Sincerely,
***************************Initial Complaint
Date:11/22/2022
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 made an order at this Home Depo, 7 days ago. The item(s) were to be delivered to my father in Brooklyn (the same location where my father lives.) The items has not been delivered, and the store refuses to either return the money for the purchase and assist in where the delivery is. IBusiness Response
Date: 12/02/2022
December 2,2022
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 assisted with the refund being processed through the store and a matching gift card of $163.36. The customer was advised that the refund was 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 should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 3078764Initial Complaint
Date:11/22/2022
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 WP52329171 was supposed to be 4 inch 100 feet solid drain pipe. When I looked closer before I was about to install the drain it has holes all over the sides which would defeat the purpose of drawing water away from my house. I took the day off work to complete project and now have to wait for new product to arrive. Im a nurse and do not get much time off due to Covid.Business Response
Date: 11/28/2022
November 28, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case #: 18453323
Dear **************:
We acknowledge the receipt of the BBB Case #: 18453323
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The Online team contacted the customer on 11/25/2022 and offered to schedule a jobsite pickup for the item that was delivered incorrectly. The customer preferred to return the item to their local store for a replacement.As a customer ********************** gesture, the team provided an e-gift card to the customer for this experience. The customer agreed and accepted this offer as a final resolution.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************). 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: ************
Case #:30790136
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