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
- 11,856 total complaints in the last 3 years.
- 3,472 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:11/21/2022
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.
Every order that I have placed with Home Depot has been purposefully delayed. I am waiting 30+ days for blinds.
Business Response
Date: 11/22/2022
November 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 Executive Escalation Team called and spoke with Mrs. ************************* regarding her order #W896682297 on November 22nd. At this time, we apologized to *************** and provided her with a delivery date,
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:30776088Customer Answer
Date: 11/22/2022
Complaint: 18448387
I am rejecting this response because all of my orders have been delayed, and had some type of issue. I ordered blinds 30+ days ago and Home Depot told me on the 18th of November that due to the many inconveniences; it would rush the order. On November 25th I was told I would receive the order. It was pushed to December 1st and now it is at December 7th. A delivery date of the 7th of December is not ******* the order. As stated in the email, I am requesting Home Depot give me, a Veteran; better service and deliver my blinds in the next four days as promised.
RESPECTfully,
*************************Business Response
Date: 11/25/2022
November 25, 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 Executive Escalation Team called and spoke with Ms. ************************* regarding her order #W896682297 on November 22nd. At this time, we apologized to ************** and provided her with a scheduled delivery date of December 7th. After partnering with our Online Team,unfortunately the order cannot be expedited.
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:30776088Initial 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.
- Ordered a new ************** on 11/6/22 - *elivery was scheduled for 11/14/22, the associate explained delivery process & told me the installers would give me a ***** minute heads up on arrival - On 11/14/22, I received a 5 minute heads up that the installers (contractors for Home Depot) were going to be at my apt (against protocol)- In the install notes, it mentioned there was no appliances that needed to be removed - They entered my apartment to see laundry room & immediately started looking into other rooms in my apt. I live alone & called my mom to have her on speaker phone for the duration of their work. They were extremely rude &scoping my apt - They start bringing up the *&* without having me inspect the units 1st (again, against protocol). They install the * 1st, & * 2nd - *hile they were retrieving the ** I examined the * & noticed 3 large scratches across the front (1 the width of the appliance)- I let them install the * (again, did not give me the opportunity to inspect until AFTER it was installed)- *hen they were done, they told me to sign paperwork to which I told them I did not have an opportunity to inspect the appliances. I told them I was rejecting the * (within my rights explained to me when ordered) b/c of damage. I looked at the parts of the * I could see (the front & right side). I accepted the ** because at the time I could not see the damage they caused to the back left side of the unit - I called ************************************* was able to send a replacement *, scheduled for delivery on 11/21/22 - The service technician that installed the * on 11/21/22 explained that the * was installed incorrectly. The way it was installed could've caused an electrical fire. He pulled it out to reinstall it properly & showed me the massive dent that was never reported by the initial installers (they hid it)- After hours of communication with *************************************, both refuse to replace the damaged ** by their contactors, for which they are legal responsible forBusiness Response
Date: 11/25/2022
November 25, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Complaint#:18447893
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 response. The Home Depot Online Executive Escalations team reviewed the customers order and attempted to reach out via telephone/voicemail/email on 11/22/2022. On 11/24/2022, Home Depot offered a replacement dryer at no cost, and the customer accepted this offer. Home ********************** placed a new order, and the current delivery ETA is 12/1/2022. The Online Executive Escalations team will follow up with the customer to ensure successful delivery.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (***** @ *************************). With that said, we have addressed the customers concern and will continue to assist until the matter is resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30775164Initial 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.
I had a full appliance package delivery scheduled for Nov. 21st (the Monday before thanksgiving), with a 4 hour delivery window between 8:30am-12:30pm. Around 11am I called to check on the status & was told they attempted to deliver around 9:30am. I told them no truck ever came to the house and no call was made 30min prior to delivery. The Home Depot appliance delivery specialist kept putting me on hold while she attempted to talk with the delivery company. She kept coming back to say that the next available delivery time was Nov. 28th (the following Monday). I told her that was unacceptable & that the truck never came or attempted delivery, so why cant they deliver it still? So the Home Depot rep went back 3 more times to see if she could talk to someone else from the delivery company over 1 hour later with the same Nov. 28th delivery response, I asked to speak with a supervisor. I then asked the supervisor if she could ask the delivery company to call the guys in the truck & see what happened & if they could still deliver. The supervisor came back after putting me on hold and said that the delivery company couldnt get a hold of the guys doing the deliveries. After getting off the phone, I tried the online text support about my order/delivery, and was told theres an issue with my delivery, but it doesnt say what it is, but listed a number to call I called that number & told the the Home Depot rep. that after calling to check on the status of my delivery, I checked my cameras and there was in fact NO delivery truck or attempt made. The Home Depot rep. read the notes on my order and it said CANCELED - NO ATTEMPT. She then called the delivery company and came back to me and repeated the Nov. 28th reschedule date. I asked about the CANCELED - NO ******** ***** said the trucks were never loaded so no deliveries could be made. So I was LIED to for OVER an hour by the original Home Depot rep. *** her supervisor, both claiming that delivery was attempted.Business Response
Date: 11/25/2022
November 25, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *************************************/ BBB Complaint#:18447960
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance delivery.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team contacted the customer via telephone/voicemail/email on 11/22/2022 to acknowledge their complaint and determine their availability before 11/28/2022. On 11/23/2022, the customer called the online team and advised they would like to keep their delivery appointment for Monday,11/28/2022. On 11/23/2022, the team confirmed the 11/28/2022 appointment,contacted our delivery partner to request their most experienced team, and offered to discuss an appropriate compensation offer once the delivery is complete.
Should the customer require additional assistance or wish to discuss compensation after a successful appliance delivery, please advise them to contact the online agent who reached out to them (***** @*************************). With that said, we have addressed the customers concern and will continue to assist until the matter is resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30775117Initial 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.
August 2022, we purchased new appliances, cords, and installation from homedepot.com. The delivery of the products was a month later, and the items were damaged. This has been one issue after another. They did not install the new dishwasher cord, they reused my old cord, this caused our dishwasher not to work properly, and be a fire hazard. This company states they are ***********************, but they are not electricians. This company offered to refund us for the cord, which we feel is unacceptable. We are in fear this error has caused unknown damage to our unit.Business Response
Date: 11/25/2022
11/25/2022
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 our customers case has placed an order for a new dishwasher for the customer. Customers deliver
If any additional assistance is needed, please advise the customer to contact the online agent who reached out to them ******** @ *************************. With that being said, we are in the process of addressing our customers 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 if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 11/25/2022
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.
On 11/12/22 placed an order on Home Depots website for a Christmas tree. Order was shipped on 11/15/22 and marked as being delivered on Saturday 11/19/22. I checked my Ring Video Doorbell and there was no delivery on the date. I contacted Home Depot today and I was told to dispute the charge with my bank. I contacted my bank and they will not help me since this was a delivery issue. I contacted them again and was told to file a claim with *****. I explained to them that only the sender (Home Depot) can file a claim not the receiver (me). They were unwilling to help me and now Im stuck with no Christmas tree and they have my money. They order number is WB29937124 and the total amount was $131.14.Business Response
Date: 11/28/2022
November 28, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *****************/ BBB Complaint#:18447520
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team confirmed the order was delivered to the wrong address on 11/25/2022. Home Depot attempted to contact the customer on 11/25/2022 to process a refund. As of 11/27/2022, Home Depot confirmed a refund was processed and contacted the customer via telephone/email to verify receipt of their refund; however, we never received a return communication.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (Faith @ *************************). With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30775081
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.
I purchased a fridge from Home Depot May 31 2022. Canada cartage is the delivery company for Home Depot. 2 men from cc arrived approximately 3 hours later then the time they provided. They were ******* when they arrived. One man was pushing my older fridge on 2 wheels around the kitchen and hallway area complaining how late they were and he needed to get home to his daughter and wanted my husband to put the doors on himself. After they left I could see grooves and scratches in my hardwood flooring. The next day I called Home Depot and sent pictures. I was told I would be contacted by Home Depots claims adjuster. June 16, *************************** - claim adjuster for ************************* advised me that he will contact the moving company and that I must reach a resolution with them. ******* said they should be contacting anytime after Aug 12th.September 2022 I was contacted by ***************** of ******** and Company which is ****** Cartages claims manager. I had to provide 2 estimates to repair the flooring. The 2 companies I contacted could not repair only the damaged area because it was so large and said the only way would be to refinish the entire area. One estimates is approx $7000. Another is $6000. The difference being one company replaces trim work and a final coat which cures faster.*** advised they will not be responsible for the full cost. If I want to have all the flooring repaired I need to go through my home insurance. My insurance advised they will not cover this cost and I must deal with the moving company. If I were to use my insurance I would need to pay the $1000 deductible and I dont want to risk my premiums increasing.*** advised the **** she is authorized to offer me to settle is $5000. *** submitted for review and now can only offer $2500. This doesnt cover the cost of the flooring or other costs I will incur. Im seeking fair compensationBusiness Response
Date: 11/22/2022
November 22, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ******************* /BBB Case # ********
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
After investigating with our ****** Escalation team, I was advised that the customer was sent a final position letter about this matter.The carrier, Canada Cartage, and their insurance provider has taken full responsibility for any claim and alleged damages. At this time The Home Depot will be taken no further action on the matter.
With that being said, the customers concern has been addressed and this matter is closed in our office.
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: ********Customer Answer
Date: 11/22/2022
Hi there, my complaint is the settlement offered by Canada Cartage. I feel they should be paying for the full cost of refinishing my floor. Ive had 2 assessments and they have advised they cannot repair only the damaged area. The entire flooring will need to be refinished. This will not be the only cost. I will need to hire movers, store my furniture and find other accommodations for a week for a my family of 5. This will cost up to $15,000. I would be willing to settle if Canada Cartage covered cost of repairing the flooring which is approximately $7000. Canada Cartage have offered a cash settlement of $2500 which I feel is not fair considering all the added costs I will have to pay for their negligence. Any assistance you can provide would be appreciated
Business Response
Date: 11/23/2022
November 23, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *****************************/BBB Case # ********
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
As stated in previous response, the matter is being addressed by Canada Cartage and their insurance provider. The Home Depot has no ownership or control over either parties involved. Both Canada Cartage and their insurance provider have acknowledged being responsible for the matter and have actively worked to resolve the customers concerns.
With that being said, the customers concern has been addressed and this matter is closed in our office.
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: ********Customer Answer
Date: 11/23/2022
Please review my first email which included attachments with communications with Canada Cartage. I would like your assistance to reach an acceptable settlement with Canada Cartage for the damage the causes to my flooring. Hey have offered $2500 or I make a claim (subregate) through my insurance. I do not want to go through my insurance. Canada Cartage should cover the entire costs. Can you provide assistance to reach an acceptable settlement with Canada Cartage? ***************** was the contact. All details are in the attachment sent earlier.
On another note, I find it very disappointing how Home Depot can hire such an unprofessional company. Do they not vet to ensure their customers homes are not damaged?
Appreciate your assistance
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.
Home Depot sourced ******** to install flooring in February. First installment individual damages my walls and tried to cover up multiple holes with baseboard. Flooring installed and has to be taken up in September due to being installed improperly. New crew installed the flooring but a board was not installed properly due to cutting improperly and wood pieces protruding. Door jams were chipped on the sides due to wood removal and Home Depot/ ******** is refusing to take care of the damage caused by their employees. Some door Jams were cut by the first installers to remove the old flooring.Business Response
Date: 11/23/2022
November 23, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower,Suite 900
*******, ** 30303
RE: *******************/ BBB Complaint#:18447591
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their flooring.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Portsmouth Home Depot Specialty Assistant Manager is working with the installation team to address the customers flooring issues.The Specialty Assistant Manager contacted the customer and provided the following solution:
-the customer will return to the local store to select new door casings
-Home Depot will recommend our Pro Referral Services to install new door jams at no cost to the customer
-the ****************** team will schedule the customer to address/repair all flooring issuesHome Depot advised the customer of all this via email on 11/23/2022.
With that said, we are actively working to address the customers concerns and will continue to assist until the matter is resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please contact me.
Sincerely,
******** Sherrod
Executive Escalations
Phone: ***********************
Case: 30775088
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.
I bought a Maytag ************** from Home Depot at ******************************************************************* for a total of $1,895.76 and it was delivered on Nov 7, 2022. The delivery people damaged my walls. They installed the washer and dryer and didn't even level it. The reason I am filing this complaint is because they delivery people somehow damaged the dryer vent as it is not venting to the outside. I have not been able to use this dryer since it was delivered and have had to go to the laundromat or a friend's house to dry my clothes.Business Response
Date: 12/03/2022
December 3, 2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Case #: 18447188
Dear **************,
We acknowledge the receipt of the BBB Case #: 18447188.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company and their dryer installation.
We've partnered with our Online Escalations Team and have not yet reached a final resolution. The installation team is working to schedule a time to return to the residence to repair the dryer duct, A claim with ******** has also been filed regarding the customer's wall damages, and they are awaiting a quote from the customer. We will continue to follow up with their team for updates and will provide them to the customer. The customer also has open communication with the case owner, should they experience a lack of follow up.
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,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 30774727Initial 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.
Purchased a Washer and Dryer from Home Depot on September 3 with a delivery date of November 9th. Due to Hurricane ******, we received a call that the delivery would need to be rescheduled for the following week - November 18th. It was a reasonable decision so we adjusted our move-in schedule until appliances would arrive.On November 18th I took a day of leave and waited at home for the washer/dryer to arrive between 10am - 3pm - no call or delivery arrived. I called Home Depot at 3:30pm and was informed first that no one was at the house so they would have to reschedule; I disputed that comment and confirmed that I had been sitting at the house since 10am and had not received a call and no one every showed up or attempted delivery. The rep then changed the story and said that the drivers couldn't find the home and went back to the warehouse and could not deliver the appliances. I was upset but agreed to not cancel the order and it would be rescheduled for Monday, Nov 21. I did not receive a delivery window so took another day from work to wait on the delivery.At 3pm on Nov 21 I called to follow up on the delivery for today. The rep said the truck broke down and they would have to reschedule - yet again. At this point it is too late to cancel the order and receive an on-time delivery from another company for this week, at no point has Home Depot called to confirm or reschedule deliveries - despite me confirming my phone call was correct. I'm absolutely done with this company. The rep said the shipping company is to blame, but then why do business with them? I didn't pay the shipping company - I paid Home Depot thousands, and they can't deliver a product or have the decency to call and let me know there was an issue. Do not use them - Go to ****** or Best Buy. Pricing is the same, customer ********************** is timely, and their delivery contract is professional.Business Response
Date: 11/25/2022
11/25/2022
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 our customers case who was able to confirm the appliances were delivered and installed. Customer was sent a gift card and submission for check was completed for compensation. The agent will follow up our customer on 12/2 to ensure she received her check.
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: ********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.
Bought a door from Home Depot on 10/16/2021. They screwed up the size of the door and needed to order additional pieces to complete the installation. Three times they have either misordered the correct parts and it has now been over a year and I havent still it hasnt been completed. I spent 7k and have numerous mistakes and errors throughout this process and am looking for a credit for my time and effort.Business Response
Date: 11/22/2022
November 22, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Case #:18445826
Dear **************:
We acknowledge the receipt of the BBB Case #: 18445826
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Home Services and **************** team for their immediate attention and assistance with resolution. The team advised that the customer's ****************** is scheduled to take place on Monday, 12/5/2022. Additionally, the team will discuss compensation with the customer directly upon ****************** completion. We are still actively working on a path to resolution, and will continue to assist the customer until this matter is resolved.
With that being said, this matter is still in progress and monitored until we reach a final resolution. 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 #:30774786
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