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.
- 3,460 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.
Scheduled delivery of two appliances from Home Depot. Truck and drivers arrived this morning to deliver. I thought they were to be installed, they were not. That was fine. No big deal. I thought, I can do that myself. I ask them to leave the refrigerator and stove top in the foyer. Meanwhile, while they are unloading, I call my husband to let him know that no installation was scheduled and to grab a couple of twenties to tip. I thought they should at least get something for delivering in this cold and up a slight incline. When I come back out, the two drivers were in the truck going up the hill. They did not have me sign anything, they didn't have me check for damages, of which, there were scratches all over the left side of the refrigerator. They just left. I called immediately to have them come back, they couldn't have gotten too far up the street. I was told they could not come back until Monday. Monday after Thanksgiving. They literally had just left. Home Depot did not seem to think it at all inconvenient to have a refrigerator in my foyer during for 5 days and during the holidays.I called the local store and spoke with the store manager. He is "looking" into it, but can't promise me anything.
Business Response
Date: 11/22/2022
November 22, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ******************* /BBB Complaint#: 18444711
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer and for clarification on order # ********** the refrigerator delivery/installation and stretches.After speaking with the customer, she was advised that due to a new water line was not purchase the delivery agent was not able to install and for the damage refrigerator and the request for pickup have been moved up to 11.23.2022. The customer has been contacted and was provided the new pickup date for 11.23.2022 no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers 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 if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********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.
On Friday November 11,2022 I placed an online order with Home Depot for almost $1,800.00 worth of wood flooring. They gave me a delivery date of today November 18. On Tuesday November 15 I received a call from AAA ****** Dispatch saying they couldnt deliver because no trucks allowed in my area. Mind you Home Depot is 1/2 mile from my house. My flooring was taken an hour away and as of 8:30 this morning its still sitting there. I called Home Depot EARLY yesterday morning and explained my situation and still no response.I hired an installer to install the floor originally Today. I called him Tuesday and moved the install up to Thursday to be safe and he called me mid morning yesterday and told me he had other jobs and could not wait. I was told by Home Depot I would be kept informed of progress of the shipment through email. All is silent. I am definitely dissatisfied with their delivery service.Business Response
Date: 11/22/2022
November 22, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ************************* /BBB Complaint#: 18434082
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer and for clarification on order # ********** the flooring delivery. After speaking with the customer, he stated that the delivery company did notify him that they could not delivery due to the truck size was too large and was not provide any options so his delivery can be completed. The customer decided to cancel his order to make purchase elsewhere. The customer has been contacted and was offered a Home Depot gift card has a customer ********************** gesture and he accepted no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers 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 if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********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:11/21/2022
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.
Purchased a new washing machine to be hooked up and delivered. Purchased a new washing machine. Arranging the delivering was a nightmare. There was no communication between the store and the delivery service. Trying to contact them a few days prior was very hard and didn't work. I was given wrong phone number and cut off and then was told I had to keep my scheduled time 3 days later. I was told in the store I could use my own hook up hoses and paid 40 bucks to have my machine hauled away.The delivery guy told me his truck was full and the washer would have to sit in my yard overnight. He didn't know I paid for it to be hauled away and paid for that. I was left with the new washer unhooked up not as agreed on in the store. So now had to hire someone else to connect the washer. They did not inform me of this until after signing. Also, left water puddles on the steps. I will be closing all me cards out with home depot.Business Response
Date: 11/25/2022
November 25, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *******************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their delivery and installation experience with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The amount of haul away and installation of Major Appliances was refunded to the customers original form of payment as requested for the unsuccessful haul away of the old appliance and hook-up of the new appliance.
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 Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 11/25/2022
I am awaiting the promised refund. They also have stated to refund for hook costs in addition to refunding the hook up charge totaling $159.69
I will be pleased with that resolution, once payment has been received as promised.
Thank you for helping to correct this matter.
Business Response
Date: 12/05/2022
December 5, 2022
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 the customer may have experienced regarding their delivery and installation experience with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The amount of haul away and installation of Major Appliances was refunded to the customers original form of payment as requested for the unsuccessful haul away of the old appliance and hook-up of the new appliance.
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 Executive Escalations
P: ********************
F: ************
Case: 30770852Customer Answer
Date: 12/05/2022
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.
@ 6 months ago we contracted with Home Depot interior design studios to install custom garage cabinets. Payment in full is required for the order which was @ $8,600. Garage cabinets were installed improperly after waiting months for cabinets to arrive. After multiple phone calls and vms a supervisor intervened to re order our cabinets. Once cabinets were re ordered supervisor communications were not only non existent but inconsistent with incorrect information causing more confusion. After weeks of more phone calls the new cabinets finally arrived and installers sent to the house were the same that installed original cabinets incorrectly. Installer had very unprofessional communications with my wife before the supervisor arrived on site. The level of incompetence and unprofessional behavior by the entire staff was unacceptable and is costing me my time to continue to chase people for proper compensation. I was offered a menial percentage to settle which was completely unacceptable. I have been more than patient to attempt to settle but again no communication and hours additional on phone calls and unreturned communication. I gave Home Depot my business as I was sold a product and result of competence and professionalism. The total opposite is what I have encountered and am very dissatisfied with the total lack of both.Business Response
Date: 11/28/2022
November 28, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: **** and ************************* /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 Home Depot has respectfully declined the customers request for a refund. The customer has been sent a denial letter and final offer.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 11/28/2022
Complaint: 18444293
I am rejecting this response because:
Sincerely,
*****************Business Response
Date: 11/29/2022
November 29, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: **** and ************************* /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 Home Depot has respectfully declined the customers request for a refund. The customer has been sent a denial letter and final offer.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30768903Customer Answer
Date: 11/29/2022
Complaint: 18444293
I am rejecting this response because:there has been no movement in my counter offer which is 60% of contract of $8600. You sent the same exact response that was sent the first time.
Sincerely,
*****************Initial Complaint
Date:11/20/2022
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.
Hello, I purchased a microwave from Home Depot on Nov 14, 2021 and it was installed on Nov 27 or 28th 2021. I paid ****** for installation. The total was ******. I thoroughly inspected the microwave after it was installed to ensure there was no damage & worked. A couple months later I noticed the inside panel was cracking. I notified Frigidaire & a technician came out & said it was cracked during ********************** probably didn't notice it. I found that very strange since I inspected the unit thoroughly. At the end of Sept early Oct 2022 I noticed the top of the microwave had cracked & cracked around the screws. I called Frigidaire again & a technician was supposed to show up on Oct 12 but never did. He finally came out on Oct. 25 & stated the microwave was installed incorrectly & the pressure from the cabinet is causing the cracking & will continue to crack & break until the unit is installed properly. The improper installation is apparent. ********* stated I need to contact the company who Home Depot hired to install the unit & complete an installation inspection. Home Depot is no longer contracted with the company who installed my unit & is refusing to have the new company do the installation inspection. I keep getting bounced around from HD, Frigidair, the company who installed the unit. No one is taking responsibility. Ive gone into the store & even spoke with a manager named ******** who said **************** is going to call me. I told him I've been waiting for ****** to call me since Nov 3rd. (I have proof).***** who assured me this would be taken care of back in late Oct early Nov left me a voicemail stating due to the time lapse they will sell me the same microwave for 1/2 price, no installation. I called back & asked her what the time frame was for this issue & she said 1 year. I told her I'm still within the year. She just gives me excuses. Im being taken advantage of & I think its because they are no longer contracted with the company who completed the install.Business Response
Date: 12/01/2022
December 1, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB CASE#: 18443707
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18443707
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have contacted the customer and offered a gift card for the damaged order, plus the cost of haul away. In addition, we have provided a gift card accommodation in which the customer accepted.
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: ********Initial Complaint
Date:11/20/2022
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 ordered 3 outdoor lights on 11.11.22. Order # WP51369251. order has been at the Home Depot store since Nov. 16, verified by tracking tecnology. I used a $30 store credit towards the purchase of the 3 lights. The store clerks refuse to provide my order me, and my credit card has been charged. What can BBB do for me?Business Response
Date: 12/01/2022
December 1, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB CASE#: 18443636
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18443636
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have contacted the customer, placed a reorder, issued a refund from the store and provided a gift card accommodation for the experience in which the customer accepted.
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: 30762784Initial Complaint
Date:11/20/2022
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 ordered Garage Door from Home Depot, Monmouth Junction - Phone: ************, Order H6917 - ******, for the amount of $4,761.98 on 7/9/2022 (July 9th 2022).The clopay services came in the next week and took measurements and said everything is standard and should be a quick installation.We were told the Garage Door will arrive in the month of October 2022. We received a phone call on October 20th 2022 (voicemail) mentioning that the garage door got delayed and Home Depot will be receiving it by Nov 6th. We spoke to Clopay services after that - and we were told that installation can be confirmed by November 14th. We have been calling the Home Depot *************** ** office since then and every time - we are either put on hold or the sales rep person have been rude to us. The recent conversation that happened today on 11/20 - The agent tried to trick us by saying "***, please give your phone number" once I gave the phone number, just to make sure Rep got the number correctly - we requested - "Madam, could you please repeat the number just to make sure you got the number correctly". The rep immediately understood that we are aware of getting tricked and started saying "i am not a school child, i dont have to repeat the phone number... etc"Bottom line is - We neither have the Door, Nor any phone call from Home Depot , nor could we talk to anyone in Home Depot.Home Depot stole our money and does not want to talk to us.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 CASE#: 18443187
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18443187
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have contacted the customer and have them scheduled for ****************** on 12/8/22.
With that said, we have addressed the customers concerns 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: ********Initial Complaint
Date:11/20/2022
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.
Aug 5th, 2021 I paid for product & install of flooring. Sept. 8th install began. I called just after install to ask about some lifting and was told not to worry I had 1 year warranty after install for any issues. I travel back and forth to FL and was leaving. In Dec my *********** returned and we called as he was disappointed in a number of things when he saw it, and we were asked to send pics. Then HD sent the SAME installer out who took photos. We never heard anything. When I returned to IN I began calling again and had to repeat the story over several times, to several people and was asked to send pics AGAIN. When I saw it was to the same number as before, I texted to see if this was necessary since I already had - heard nothing. In July my last contact was with "******" at the local store, she said I would receive a call from management on 7/21 - and nothing AGAIN. I'm confident HD has logs of all the times I called, the people I talked with and I feel they were just waiting for the year to expire. It's VERY disappointing and I would never recommend them for any type of installation of any kind. They need to be held accountable for the contractors they hire and the work performed. I work full time and didn't have the time to consistently run them down and repeat this story again and again. This IS their business and they should be on top of customer complaints, and taking the time to contact us. We are very easy to get along with, but having been ignored has angered me. Each time I return to ******* and see this work done, it frustrates me!Business Response
Date: 12/01/2022
December 1, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB CASE#: 18442975
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18442975
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Service Provider has agreed to replace the quarter round at no cost in which the store will supply the material. The uneven floors are due to several rooms being at a different height. The would not be something we could fix without bringing every room up to the same level. This is not a leveling issue or installation error. Its that the actual rooms are all at different heights. The store has given the customer an option to decide.
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: 30761758Customer Answer
Date: 12/02/2022
Complaint: 18442975
I am rejecting this response because: I am being told the uneven floors are "on you", meaning me as the customer. My point is Home ********************** estimated the cost of flooring in the rooms indicated. NEVER ONCE was I informed that there would be such a difference in the heights of them. It was NEVER recommended that the kitchen, and entry from patio door be included to avoid this issue. Nor did the installer indicate a height issue when installing. He did ask if I wanted the entry at patio door removed while on sight and I said no he "thinking" I was doing a favor NOT that it would be different heights. The installer did speak English, but not fluently. If I were a contractor I would make my customer aware of such issues, as for the appearance AND the fact the transitions are not working properly. There is NO doubt whatsoever that we would have allowed these to be done, and paid the additional cost to have the job completely professionally and correctly. My husband was in another state during estimate AND installation. When he returned in December, he was extremely disappointed in the job and said this should have never been installed as it was. He has worked as a contractor and built custom homes, he is very aware of how it should appear. We were unable to do the job ourselves due to time restraints and had ample funds to hire the job out. As you saw in the photos the trim is installed less than professionally in most locations, and is not aesthetically appealing at all. Not to mention is coming up where installed as transitions from the height differences. We have been offered for this to be replaced, BUT will it be "fixed"? Is there a way that it can be? We definitely want this done, but I have asked several times to meet in person, to no avail. I want to see the options to be placed down and discuss with someone. It has to be understood that I don't have the confidence it will be. Perhaps I can get an estimate from a contractor and be reimbursed for the cost to have this job "fixed". Working with a "big box" store and not an independent contractor has been a huge mistake and a ****** learned for sure.
Sincerely,
*******************Business Response
Date: 12/07/2022
December 7, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB CASE#: 18442975
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18442975
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. As previously stated, the Service Provider has agreed to replace the quarter round at no cost in which the store will supply the material. The uneven floors are due to several rooms being at a different height. The would not be something we could fix without bringing every room up to the same level. This is not a leveling issue or installation error. Its that the actual rooms are all at different heights. The store has given the customer an option to decide.
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: ********Customer Answer
Date: 12/08/2022
Complaint: 18442975
I am rejecting this response because: I WILL accept them replacing the quarter round, BUT I want a decision in what is used. AND I want to understand just HOW they will make this aesthetically appealing (what will be done where the quarter round meets at the two different floors). I'm just not accepting the response on the floor heights as the floors ARE the same height, and were when initial bid was completed. The current floor covering in the kitchen and the entryway of patio door to family room is ceramic tile, and the other flooring throughout was carpet. I'm certain I'm not the only customer that has this in their home and I should have been informed of the potential issue, and given the opportunity/recommendation of replacing the kitchen as well. I understand they will NOT be doing anything about that, acknowledging their mistake would be nice. And, hopefully, they will be more cautious with future customers. All I feel that is happening with me is they are scooting around the issue, as has happened the entire YEAR I've been trying to deal with this. I received a phone call on the 5th indicating someone will physically visit, so my presumption is this is not occurring now? I would like this resolved soon. Please let me know how we are handling the quarter round issue.
Sincerely,
*******************Business Response
Date: 12/14/2022
December 14, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ******************* /BBB Complaint#: 18442975
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18442975
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to a shopping experience with our company.
The Home Depot is in the process of reviewing this case. In an effort to provide the proper resolution, we respectfully request additional time to research this case. We are currently waiting for confirmation from our business partners regarding next steps to resolve our customers complaint concerns. Once a decision is reached by our business partners, we will provide an update on resolution. Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.
With that being said, we are still 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: ***********************
Case: 30761758Initial Complaint
Date:11/20/2022
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 am a long time customer and have had an absolutely horrible experience. In August, I had a washer/dryer delivered from HD only to have my home damaged due to negligence by the installers. This installation caused a flood on two floors of my home. Subsequent visits/redelivery also damaged a new tile floor in our laundry room.Due to the damage caused, this matter has been handed over to ********. The fact of the matter is ******** could not care less about the Home Depots customers and has completely disregarded us in the process. My Sedgwick Claim #***********. My loss took place at the end of August, I first heard from ***********************, our assigned claims rep, on September 12th, 2 weeks after my loss. I've submitted all photos, documents, estimates and paid for water remediation, all as he requested. We met w/ his third party adjuster(Custard) in Sept. ***** and his manager ***************************** do not answer phone calls and rarely do they return messages/emails. We have called/emailed on many occasions. The offers from Sedgwick have ranged from approximately 25%, to 45% to finally appx 75% of our loss. Various excuses have been used, they forgot about the remediation cost, left items out from their adjuster which we pointed out. ***** has acted unprofessional and unethically. He told me ******* would negotiate with my contractor, yet when I spoke with ***** at Custard he said they don't negotiate that the claims rep makes this decision. ***** asked that my contractor speak w/Custard and he was told the same thing. Weve been sent in circles. It has been about 2 weeks since I last spoke we with *****. My emails/calls since then have gone unanswered again. It seems ************* wide that their employees make empty promises and provide poor, unacceptable service/communication.Why should I have to be out of pocket for a loss that occured due to negligence from these installers? Insurance is there to return my home to it's previous condition, why haven't they?Business Response
Date: 12/01/2022
December 1, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *****************************/ BBB CASE#: 18442968
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18442968
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have initiated the claims process by reaching out to ******** claims who has confirmed their agent is partnering with the customers independent adjuster.
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: ********Customer Answer
Date: 12/05/2022
Complaint: 18442968
I am rejecting this response because:As previously stated, the business doesn't respond. I called on Friday, ***** wouldn't pick up the phone but promised an offer by end of day. No further communication from ***** occured. I call today and find out that ***** is out of the office, somehow not surprising. Please work with ******** to see this process through as quite frankly, they couldn't care less for the frustration and financial strain they put people through. I'm out of pocket for these repairs because quite frankly who can wait 3+months with no resolution. This is very very poor and it also reflects on Home Depot since this is the claims administrator that your company has hired. This is a truly negative experience....please help us get a proper resolution. Many thanks
Sincerely,
*****************************Business Response
Date: 12/15/2022
December 15, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *****************************/ BBB CASE#: 18442968
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18442968
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. A claim has been settled through Sedgwick claims, and a check has been mailed to the customer.
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: 30761916Initial Complaint
Date:11/20/2022
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.
At the checkout at Home Depot I was told that if I applied for a card I would get 25$ off my purchase. Since my bill was 300$ I thought why not. It came back and said they needed more info. I went ahead and paid my purchase. Next day I get calls from Home Depot verifing my info and they said I was approved. I never got my $25 off! A couple of week later I ordered a water heater online and was informed at check out that I would get $50 off my order because it qualified. Now they are telling me that they cannot give me the $50 off! I would like to have my account credited the $75 they promised.Business Response
Date: 11/21/2022
November 21, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB CASE#: 18443053
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18443052
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have contacted ****** and provided a gif card accommodation to cover the offer they have not received.
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: ********
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