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:11/22/2022
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 June 13th, 2020 I purchased an Everbilt Pool Pump from Home Depot. The cost of the pump was $368. After taxes it was $393.76. 29 months later, the pool pump has completely failed. I called the phone number on the Everbilt manual which is **************. I was directed to a small call center in ******* and ***** who is the only ***** there answered the phone. He told me that my pump had a one-year warranty and there was absolutely nothing they could do about it and that was it. I asked to speak to somebody else because these pumps are supposed to last longer than that and he said there was nothing he can do. I asked if the pump is just a piece of s*** then and he hung up on me. I called back two more times and was hung up on immediately by *****. Another time I was spoken to buy a man named ******* both ***** and ******* refused to escalate my phone call to anyone they told me ***** was the manager and that they were the only two in the building their boss didnt take any phone calls. ******* at least talk to me and told me to call Home Depot. I then called Home Depots customer ********************** line and got in touch with a representative whose name I dont have. He pulled up my order number and I explained the situation. He then told me he wanted to make sure he would get me the right information and put me on hold for 27 minutes. My phone call was disconnected and I was transferred to the Home Depot survey line. I told all of these people that I was not looking for a hand out and didnt want a complete free pump but after confirming that the pump shouldve lasted longer than 2 1/2 years and it didnt, I told him that it was clearly defective, and I would like some sort of help replacing it. After the way, I was treated by the call center who originally dealt with the call and now Home Depot I would like an exchange or a refund on this pump.
Business Response
Date: 11/23/2022
11/23/2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: *************************/BBB Complaint # ********
Dear ****************,
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 agent assigned to case has reached out to our customer and advised the pool pump has been discontinued. Agent offered our customer an e-gift card to purchase a new pool pump, which our customer accepted.
With that being said, the Home Depot considers this matter resovled.
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,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 11/28/2022
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:11/22/2022
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.
This complaint is regarding order H6372-404747. I ordered a washer, a dryer, and a dishwasher to be delivered, installed, and old appliances hauled away. The delivery/installation date was set for 11/10/22 to my condo in ***************. I was told that "someone" "should" notify me the night previous of the time window they would come. They did not. I had to call myself to find out that they were coming during a morning window. On arrival the delivery staff refused to install any of the appliances, saying there was an issue with the dryer vent and the dishwasher water supply. It was agreed that they would leave the appliances and I would find someone to do the installation. The driver said they could return to haul away the old appliances that afternoon. A relative installed the washer and dryer that day. (At this point I have paid a plumber $385 on the dishwasher and still need to have the wiring done on it.)On the afternoon of the 10th I called the driver (whose number I had from the delivery process), and he said no they wouldn't come back. He told me I needed to call and schedule the old appliance pick up. I called the appliance hotline and the operator initially wanted to send someone on Saturday 11/12/22. I told her my HOA doesn't allow services in the building on weekends. We agreed to set the haul away for Monday 11/14/22. On SATURDAY 11/12/22 I got a text notification that the drivers were on the way. I tried to call the appliance hot line twice. I was disconnected once after 10 minutes on hold. I had to hang up on the second call after another long wait as I was going into a meeting. Right at that time the driver called me. I told him he could not access the building and my haul away was supposed to be the 14th. I called the hotline later that day and confirmed the 14th. On the evening of the 13th I called to get a time window for the pick up and was told I was not scheduled for the 14th. I would have to REschedule. The new date for pick up was Thursday 11/17/22. I called on the 16th for a time window and was given between 1pm-5pm. I told the operator that the pick up had to be completed by 4pm due to condo restrictions. On the 17th the driver called me a 3:15pm and said they were 45 minutes out. I told him he wouldn't be allowed in the building. The driver claimed no one had told him about the time restriction. I had to reschedule AGAIN. When I called to reschedule, the operator assured me that he would put in BOLD and highlight that the pick up had to be complete by 4pm. The new haul away date was set for 11/21/22. I called the hotline on the 20th and I was given the afternoon time window. At 3pm on 11/21/22 I called the appliance hotline and asked if they could tell me how far out the driver was. On her return the operator stated that my haul away was not on the schedule. I am NOT making this up! I NOW have a haul away date of 11/23/22. I have been living with three dead-soldier appliances and all the packing material in my living room. I have spent countless hours on the phone with Home Depot and at home waiting. There is a serious communication and service issue here.Business Response
Date: 11/28/2022
Sent Via Email
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 regarding her purchase with our company.
The Home Depot has reviewed this case. Per the Online Support Team, the customer was provided a reimbursement for the plumber as well as additional concessions at the customers request.
With that being said, The Home Depot considers this matter 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 should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********Customer Answer
Date: 11/28/2022
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:11/22/2022
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.
My husband ****** and I purchased a refrigerator from this store location on 11/11 and also purchased the $40 haul away fee. We had a full discussion with the store employee ****** about this and he even shows us on the screen that it was added to our order. It wasnt till our delivery yesterday that we were informed the store associate did not add this to our order and we were left with our previous refrigerator sitting in our hallway. We called the customer complaint line and there was no help there whats so ever. We ended up having to call a separate company come out and instead of paying the $40 we agreed upon with Home Depot with our original order, we had to pay $100 for another company to remove the appliance. There was no accountability on Home Depots part in not completing the order properly and in the end it cost us an additional $60. Also the delivery men were supposed to call before they arrive within the **** am time frame. We started to empty out refrigerator around 7 am so we would be prepared when they called. There was no phone call and when they arrived shortly after 7 am we were still in the process of emptying out the previous refridgerator.Business Response
Date: 11/23/2022
November 23, 2022
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE: *************************** / BBB 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 with her refrigerator delivery that delivery agent did not hail away the existing refrigerator.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team addressed the issues with *************** and provided a $100 Home Depot E-gift card to reimburse for the 3rd party out of pocket haul away.
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#: 30783195Customer Answer
Date: 11/23/2022
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:11/22/2022
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 new dishwasher on 10/01/22 along with an installation fee, old appliance haul away fee, dishwasher cord and the dishwasher parts kit and adapter. The total purchase for all of these items was $639.18. The dishwasher was delivered on 10/12/22 and the deliverymen disconnected the water valve from my old dishwasher and confirmed everything was fine for installation. They then went to turn off the electricity for the dishwasher but were not sure which switch to use since there was not one specifically labeled dishwasher in the electric circuit breaker. I was not 100% sure which switch to use since I had purchased *********** in foreclosure and they recommended I call an electrician to confirm that and once it is done they could then complete the installation. I asked if there was anything else I needed for the installation to be completed beyond confirming that with an electrician and they said no, everything else was fine. I contacted an electrician, confirmed the appropriate switch for the dishwasher and paid $129.84 in service fees. I contacted Home Depot and the installation was rescheduled for 10/25/22. Two different deliverymen come to our townhome and 1) They didn't even know why there were sent, they stated the just had a note with our address that said "dishwasher" so I had to explain what happened with the initial install and why they were there. 2) They saw the disconnected water valve and I explained that the prior deliverymen disconnected it and they were confused and stated I need to call a plumber. 3) I said just cancel the dishwasher purchase and installation altogether and one of the deliverymen stated he normally would be able to but his system was down so I had to call myself to request a third visit to my home just for them to process the return. I experience poor service, incompetence from the contracted deliveryman and spent over 4 hours total of my time in multiple calls to customer care. Extremely poor experience.Business Response
Date: 11/23/2022
November 23, 2022,
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: ***********************/ BBB Case #:18449266
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #: 18449266
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 reviewed this case and our Online Executive Escalations team has contacted the customer and has provided the customer with a gift card to cover the cost of the service fee, as the order has already been returned and refunded.The customer accepted the gift card 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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
SF Case# ********Customer Answer
Date: 11/23/2022
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:11/22/2022
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.
We purchased all new appliances in May this year and our washer quit working. We have scheduled with Home Depot and Whirlpool to have it repaired and received a confirmation date of 11/28/22. We reached out to the service company to confirm the scheduled date, and was told that they dont honor Whirlpools scheduled dates. We reached out to ********* and the gentleman I was talking with said he would talk to his supervisor, and the call was disconnected. We have now been without a washer going on two weeks with my wife going to the laundromat as our Brand New washing machine sits awaiting repair. We purchased all new appliances to avoid these issues.Business Response
Date: 11/30/2022
November 30, 2022
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *********************/Complaint # ********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 have contacted the customer and provided an update. We issued customer a gift card and submitted check request to leadership for processing the other half.
We offered customer two refunds half on a gift card to use immediately on purchasing a new set and the other half via check and customer 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
Office: ***********************
Reference Number: 30790120Customer Answer
Date: 11/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:11/22/2022
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 bought an appliance package approximately November 3, 2022. Their delivery date was November 16. Received an email to get ready for my appliance. I got rid of old appliances, they rescheduled without even notifying me to Friday 18th, they didnt show because the truck was broke down on the 18th they rescheduled for Monday 21st this time with a delivery time of 1-5 pm! I finally called at 4:45 because they never showed to tell me they werent coming because of not having enough trucks and the earliest deliver would be November 26. They offer compensation AFTER I take delivery. Which will Probably never happen. Home Depot needs to do way better with their delivery. I will not even have them for the holiday. This is insane. It has cause me mental anguish arguing with them about their sincere apologies but offering no explanation or guarantee of when they will come. Only that they are in the warehouse. Never have they once called me to tell me about the reschedule I had to call them to ask when they were coming to be told I was rescheduled.Business Response
Date: 11/23/2022
11/23/2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: *****************************/BBB Complaint # ********
Dear ****************,
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 agent assigned to case has reached out to our customer and confirmed she canceled her order. The agent offered our customer a gift card for the inconvenience which she accepted.
With that being 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,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 11/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I feel like they were fair with their apology and will continue to shop at Home Depot. I was not expecting the gift card and am very grateful for their response. I just wanted them to be aware these things are happening.
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.
Im in the marijuana industry and there is no importance of keeping receipts from orders or purchases due to the fact I can't keep my money in a bank account since feds don't allow and won't cover weed money. I went to *********** store to return some large cardboard boxes that I purchased last month I unloaded 110 boxes and was greeted by the rudest manager upon entering the store. I can't find my receipt and expected it not to be a problem since I over ..purchased 50 last month and had no issue returning them to Phoenix store location a week prior to this and was issued store credit. My partner decided to purchase yellow lid totes and not use cardboard I provided his info so they could see we buy thousands of totes. The manager continued to cut me off insist they never issue store credit without a receipt I informed him I just returned same thing last week at different location, I was polite and informed him I was fine with getting store credit since I had a bigger purchase I would put exchange towards he adamantly refused and said there's nothing he can do he told the assistant manager he wasn't dealing with it before closing. I just had major back surgery 2 weeks ago and it's clearly easy to see I am disabled temporarily and when I asked for help back out I was denied they were getting ready to close and had no one available to help me. I push the cart to my truck start to load on my trailer and the cart wheel I didn't realize was bent in the front. I put my hand to stabilize my body the cart gave out, I went down and the cart came down ripping open the stitches on my spine. I told the manager I was going to report to bbb and Home Depot to report how I was treated I also read online to him and his assistant the return policy from their website. The cashier spoke up, she sold me the boxes and recalled it. The manager said he had no power to do it if he wanted to, calling me a liar that the other location didn't give me store creditBusiness Response
Date: 12/05/2022
December 5, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation Team emailed ******************************* regarding his recent store experience on December 1st. At this time, we offered the customer compensation and **************** accepted the offer. We also reiterated our non-receipted return policy to the customer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
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,
*********************
Executive Escalations
Phone: ***********************
Case:30776062Customer Answer
Date: 12/05/2022
Home depot needs to stand behind their return policy. I have a few more items I need to return and I will check to see if they honor their policy this time. I think they only did this to make me happy. We still never resolved what I'm going to do with 600 of these boxes I still need to return. They just sent me a gift card for my troubles. I need to know what to do with these 600 boxes.Business Response
Date: 12/13/2022
December 12 ,2022
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
RE: *************************** / BBB Case 18449803
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint 18449803.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding his recent denied un receipted merchandise return.
The Home Depot has carefully reviewed all information pertaining to this matter. All unreceipted returns are subject to a 3rd party return administrator *** (Total ***************) with our returns register. The Home Depots National return policy has changed this year 2022 to a no receipt no return policy. Any purchase receipts with total or partial payment made in the form of a Store Credit or Gift Card is also subject to the *** verification at our returns register. Although The Home Depot will allow the return of most in stock Store Merchandise with in 30 days of the receipted purchase with a valid receipt and drivers license, unfortunately we cannot return a non-receipted purchases without going through the *** register process. All receipted cash purchases are refunded via store credit.
To avoid this, we suggest that **************** use a company credit card to purchase as we can retrieve the receipts from a credit card number or if his company is paying in cash, please prompt to receive the receipt via e-mail at the point of sale on our store registers pay pad, as this is prompted to be answered before transaction is allowed to complete.
Our store personal and managers cannot overturn a *** denial for store credit, and per our policy return policy our store should not refund outside of the store register system to return without a valid receipt.
The Home Depot has apologized and explained our returns policy and has sent **************** a $100 Home Depot E-gift card as a customer gesture due to the confusion with regard to our return policy, at this time The Home Depot considers this matter resolved and request additional time to get this completed for the customer.
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#: 30926778Customer Answer
Date: 12/13/2022
I got a call from Home Depot today and they were trying to explain to me that they can't return my boxes and I asked Lady if their Store return policy said that they had been returned stuff but not for store credit and I said no I want you to do is answer the question yes or no is that what it says and she said is that all you needed *************** and then hung up on me so I don't know I don't know what's going on with these peopleInitial Complaint
Date:11/21/2022
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.
Home depot sells ridgid tools. I bought a ridgid power tool from home depot specifically because they have a lifetime parts and replacement warranty. The tool is registered, as they require you to register it when you buy it from the store for warranty. The tool is broken so I brought it to the store to have it fixed under the warranty program. They told me I have to pay 35$ to "have a tech look at it" when I asked if they could just see if it was eligible by entering the info they said "that's what the tech does is enter the info" and also the tech won't be in the store for another 2 days. So I have to pay to get my tool warranty? I was never told about this EVER. It's honestly the most predatorial thing I have ever seen a business do! Please help me and thank you.Business Response
Date: 11/23/2022
November 23, 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. ******* was advised the tool cases are not replaceable. For the inconvenience I offered the customer an electronic gift card by ********************** in the amount of $200.00 as a form of compensation and the customer accepted.
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:30783187Customer Answer
Date: 11/24/2022
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:11/21/2022
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 ** appliance from Home Depot that was damaged and ** and Home Depot refuse to refund or replace the appliance. Home Depot has a policy whereby consumers must inspect appliances within 48 hours. I was aware of this policy, however, when the appliance was delivered, Home Depots delivery man, informed me that I would be able to notify Home Depot of any issues outside of the 48 hour window because I was in the middle of a home renovation and would not install the appliances for a few weeks. I detrimentally relied on this statement and reported the damaged appliance immediately upon notice of this appliance being damaged. As stated above, this reliance we ill-founded as now Home Depot not ** will replace the defective appliance. Further, ** sent a technician that deemed the appliance irreparable, but neither company would replace or reimburse us for the damages appliance. I have been trying to get this resolved for over 2 months.Business Response
Date: 11/28/2022
November 28, 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 the purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online team has refunded the order and gave the customer a $300 gift card to cover the price difference on the new order.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it 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 **************
SFCase: ********Customer Answer
Date: 11/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:11/21/2022
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.
GE Washer Machine bought and installed by Home Depot in December 2018. The machine started experiencing issues with the spin cycles shortly and in September 2021, I had a technician that came out kicked the machine and claimed it was fixed. The following year (October 2022) Home Depot was contacted again due to the machine again not spinning. The first company Applix claimed they could not identify the machine was the one covered (they could only see a partial serial number but the same make and model was confirmed) and they falsely claimed that the conditions of the home caused the issue. Applix is an uncertified technical repair company working out of a NY apartment. I asked Home Depot to challenge that service provider and after several weeks, they contacted ***************** to fix my washing machine. Again, the company is out of my state. After waiting several days, the technician cancelled my appointment because they do not fix washing machines. I requested Home Depot allow me to find another technician as they have not provided any alternatives. I am still waiting for an approval from them. I have 9 people in my household with no washing machine. We spend $240 every time we take our laundry to a laundromat (in the next town over as there are none in my town) which is only a portion of our clothes every week. We have had no washing machine since October 5th. I have emails from the new technician and documentation on the number of times I have called or was given an appointment that was later cancelled.Business Response
Date: 12/22/2022
December 22, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ********************************* / BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Team emailed ********************************** regarding her order H0962-74346. At this time we are awaiting on a response from the customer to confirm the amount.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, this matter is still in process until we reach a final resolution.
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,
*********************
Executive Escalations
Phone: ***********************
Case:30776080
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