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:11/20/2022
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 a refrigerator and stove back in April. The day before they were supposed to be out riding the warehouse canceled my order without my permission but says I requested it when I did not. I ordered again after speaking with the supervisor and he gave me a $350 credit And place an order for delivery in October. The day before the delivery I was notified that it was going to be pushed back to November. Then I received a call saying it would be pushed back to December and possibly even farther than that. They said the reason why is because they will not release the until all three are in stock at the same time and they didnt foresee that happening and no guarantee that that would ever happen the sales person told us on the phone. So by Home Depot customer ********************** recommendation we cancel that order in November and started ordering them individually. So individually we ordered the refrigerator, dishwasher, and stove. refrigerator was supposed to arrive yesterday November But they brought the wrong refrigerator. They said we would be refunded the time we went to bed and we were not. And they have not even refunded us for the canceled order of The refrigerator stove and dishwasher when we had them ordered all at the same time. I need somebody that can refund us and knows what theyre talking about and be able to help us and not lie to us.
Business Response
Date: 11/28/2022
November 28, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************************/ BBB Case #: ********
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 their purchase.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The Online team contacted the customer on 11/27/2022 to confirm their refund processed successfully. The customer agreed.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Faith @ *************************). 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 #:30759587Initial 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.
This is about online order WB29051314.The items were delivered on Nov 9 2022. To install the ******* Microwave oven, the installation guys were not ready to uncover the wooden casing that enclosed the vent for the old microwave. They told me that they will not be able to do that and that I need to get the installation done myself. Leaving me no choice, they left without installing the new microwave and without hauling away the old one. They left the new microwave oven packed in the original box they brought it in. I was refunded the amount of $170 since the installation of the new Microwave and haul away was not carried out.After they left, I was able to dismantle the wooden casing in my cabinet that enclosed the microwave vent. I called the installers on the phone and sent them a picture of what I had done. I requested them to come back and install the new microwave and haul away the old one, and I was ready to pay them the $170 that they refunded to me. But they said I would have to schedule a new appointment to install the microwave again thru Home Depot.I contacted Home Depot via chat immediately and got the next slot to have the installation completed on 11/15/2022.On 11/15/2022 a second installation team arrived, and when they were about to install the new microwave, they found that the microwave oven was damaged. They said to me that the microwave oven needs to be replaced, and for that I need to contact Home Depot again and have it replaced and then schedule yet another installation appointment at a later date.I reached out to Home Depot yet again, and explained my situation to the chat representative. I asked that the damaged Microwave be replaced with a new one, and an installation appointment be made.I was told that the damage was not notified to Home Depot within 48 hours of initial delivery. And so ******* the manufacturer is not willing to replace the item for me.Business Response
Date: 11/28/2022
November 28, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 18442107
Dear **************:
We acknowledge the receipt of the BBB Case #: 18442107
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The Online team reached out to our ******* business partners, who confirmed the customer's replacement is scheduled to be delivered on 11/28/2022.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
The Home Depot -Customer Care
Resolution Expeditor - Executive Escalations
P: **********************
F: ************
Case #:30759488Customer Answer
Date: 12/02/2022
Hi,
The issue cannot be considered closed yet.
Yes, the new microwave was delivered and the damaged new microwave was taken away, however the 3rd team that delivered the new microwave refused to install it and haul away the old one. The reason they said is that installation and haul away is not authorized in the system for them to work on, since the first team refunded the installation and haul away cost. The latest team that replaced the new microwave heard my situation and stated that the first team should have done the installation and haul away the first time itself - there was no reason for them not to do so. I fail to understand why there is so much miscommunication between Home Depot and their 3rd party vendor that does the delivery and installation. My complaint clearly indicates that I did not receive the services I asked for, the first time and the 2nd time. After the complaint was addressed, the installation and haul away was not done for the 3rd time now. It has been almost a month since I first ordered the microwave online. Till now, 3 separate teams have come and refused to do the installation because they say they are not authorized to install. These teams would not install and haul away until I pay for the service again to Home Depot. Neither they nor Home Depot have given me any direction on how or when to pay for this again. Now I am told that the next available date when a team can come for installation is Dec 8th. How should I believe this will be done after all the back and forth so far? I am told now to look independently for a handyman to do the installation if I want it done earlier than Dec ********** will be reimbursed the cost.
Till I have this installed and my old microwave hauled away either by Home Depot or my own handyman and I be reimbursed for the same, this cannot be considered closed.
Business Response
Date: 12/12/2022
December 12, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 18442107
Dear **************:
We acknowledge the receipt of the BBB Case #: 18442107
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance purchase.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The Online team confirmed the appliance replacement was delivered on 11/28/2022, and located a service provider to complete the installation and haul away services. Additionally, the team offered to send the customer a check via mail to cover the cost of having said services provided. The customer agreed and accepted this offer.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
The Home Depot -Customer Care
Resolution Expeditor - Executive Escalations
P: **********************
F: ************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 purchased a coin operated washer and dryer 4 years ago that are installed at a residential duplex that I own. I purchased them so my tenants could use. I pay for the water and electric so thats why I got the coin operated. Home Depot sold me a 5 year warranty. Ive had both washer and dryer repaired before and they were currently being repaired. The repair guy said he called to order two more parts and they were denied because they are coin operated. I was allowed to register both washer and dryer on the Home Depot website. Home Depot needs to make this right or have the insurance company honor the warranty that I was sold. It is ridiculous that it has taken this long and got to this. Home Depot should not sell warranties if theyre not gonna be honored. I have talked to numerous home depot associates and managers. It has been nearly 2 months since the repair was requested. It has been 9 days since Home depot last responded. Store is ****** #**** ****************** is the store manager I spoke with.Business Response
Date: 11/23/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Case # 18442085
Dear ****************:
We acknowledge the receipt of the BBB Case # 18442085
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to Mr. ***********;regarding his experience. Upon review, The Home Depot Online Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
Our Online Executive Escalations Team in partnership with Asurion has provided the customer with a refund in the amount of One Thousand Seven Hundred and Sixty-Four Dollars and Eight-Eight Cents ($1764.88) for both units, via e-gift card. The Online Executive Escalation Team has also reached out to Asurion to refund the customer for his protection plan since they can not warranty coin operated machines. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Online Escalation team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:11/19/2022
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.
Oct 3rd i made an online order at home depot WP47532471. Order was shipped and reported delivered on Oct 7th 2022. Id never received the item. Check with ***** and a random photo was given as proof of delivery. My security camera showed no attempt of delivery on Oct 7th from 11:00 to 12:00 PM (delivery reported 11:30 AM). I contacted ***** for investigate, after a couple day ***** report unable to locate the item and it had been delivered. ***** suggested to contact Home depot to initiate the lost package procedure. I contact Home Depot 3-4 times, each time they said they cant do anything as ***** shown delivered. Finally the resolution center suggested to contact my credit card to dispute the charge as it would solve the problem. And multiple home depot representative reported Home Depot and ***** had a contract that prevent Home Depot to initiate the lost package procedure. I file dispute with my credit card and after 30 days Home Depot again kept reporting the package had been delivered without checking the proof of delivery. Also Home Depot refused to initiate the lost package procedure as that would violate their contract with *****. I have the recording footage of the day of reported delivery. Also Im looking to get refund asap for order that never arrived.Business Response
Date: 11/22/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to **************** regarding his experience. Upon review, The Home Depot Online Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
Our Online Executive Escalations Team has made several attempts to contact the customer by email and phone, but he has not answered any of our communication attempts. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Online Escalation team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at *****************************************Customer Answer
Date: 11/22/2022
Complaint: 18441678
I am rejecting this response because:
Home Depot did not want to address the problem from the beginning. Even with the instructed from the ******* email attached) that they need to initiate the lost package procedure. Also Home Depot had attempted to contact me right when Im seeing patient without leaving a call back number. When I tried to contact back it did not get me anywhere. Also the resolution team did not want to break some kind of contract between HomeDepot and ***** to find out the problem instead pushing the responsibility between both parties and left me without a solution. Lucky the BBB complaint had truly help to bring everything to light. Home Depot offered me with gift card for the trouble but I declined it since I paid with credit card. They said ***** still report delivered without checking that ***** corporate had done their investigate and update the case showing the package was indeed lost. A phone call to apologized for all the trouble and lot of effort on my end until the BBB complaint was filed is not acceptable. I would like a formal apologized letter and the refund immediate.
Sincerely,
Dr. *********************Business Response
Date: 11/23/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
Our Online Executive Escalations Team has been able to get in contact with the customer and has processed a refund for the electric tester as requested. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:11/19/2022
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.
Date of purchase: Nov 6 Delivered date : Nov 8 Contacted customer **********************: Nov ** Product : RYOBI ONE+ HP 18V Brushless Cordless 7-1/4 in. Circular Saw (Tool Only)Amount disputed: ***** I was working on DIY project on my basement with the circular saw and saw caught on fire on my 3rd usage. There was smoke with chipping noise and burning smell.For the safety of my family including my 8-month old infant and my new house i had to throw it in our community dumpster as it was raining outside.I was in panic situation at that time and i did what was best for my family's safety.I tried reaching out to HomeDepot customer ********************** but since it was late night i couldnt reach the customer care. Next morning it was still in dumpster but I cant take it out of the dumpster now.I reached the Home depot customer ********************** next morning and explained the situation and safety issue i had with their RYOBI brand since there system couldnt process the refund they itself asked and supported me to raise a dispute with paypal so that they can issue the refund through the system.I sincerely request BBB to help me fight my dispute and help me get the refund for defective item. HomeDepot should understand that safety of my family comes first and when in panic situation any person will do whats best at that time at that situation. Instead of trying to help and provide best resolution , customer care rep had no empathy. If anything happens to my family or my house just because of that product, will Home Depot take complete responsibility for the damages? for 80$ product , they wanted me to keep the product which was emitting burning smell and jeopardize the safety of everyone at my home.Business Response
Date: 11/20/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***************** / BBB Case # 18441619
Dear ****************:
We acknowledge the receipt of the BBB Case # 18441619
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ************ regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
Our Online Executive Escalations Team has provided the customer with a full refund for his circular saw purchase. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 11/21/2022
Thank you BBB and HomeDepot for helping and understanding my concern. I also want to return the other hammer drill which came to me as a part of the bundle. I am not confident using product from ***** after going through the horrific experience i had with the ***** saw. Please help me with the full refund.
Business Response
Date: 11/23/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***************** / BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ************ regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
Our Online Executive Escalations Team has provided the customer with a full refund for his circular saw purchase. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 11/28/2022
Complaint: 18441619
I am rejecting this response because i emailed executive on the email i received from ******* but i havent received any response yet. Im expecting a full refund for the order <W898935076> instead of the partial refund as I am not confident in using the ***** brand due to the horrific incident happened with me.Kindly help me please
Sincerely,
*****************Business Response
Date: 12/05/2022
Attn: *****************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***************** / BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ************ regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
Our Online Executive Escalations Team has provided the customer with a full refund for his second set as request. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 12/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
Date:11/19/2022
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 placed order WB29863324 on November 11 for delivery November 15. The item showed in stock and I was sent a tracking number from ***** for the package ************. Soon after Home Depot cancelled the package with no contact. The package never came and the order said processing. I have contacted customer ********************** daily trying to get information about when my order would come. Today I received an email from their resolution team after putting in a complaint on the 16th and in the email they stated Hi *******, this is the Home depot resolutions **** reaching out about your order. It looks like your ETA was 11/15 but regretfully our holiday items are delayed about a week or so but should ship out very soon. I do apologize for the inconvenience, If you have any other questions or concerns feel free to reach out. We will be happy to help. ref:_00D50JUFY._5001T1laqOi:refHowever tonight the order changed to backordered on the website and when I contacted customer ********************** they informed me I do not see an eta on when it will ship so I do not think that it would arrive on time since it is almost the middle of November I just want my item that I purchased in stock to be delivered and to stop getting the run around regarding it and when it will ship. It is no longer in stock close to me. It was in stock near Rochester but they also said they could not ship store to store for me to pick up my item.Business Response
Date: 11/21/2022
November 21, 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, where we forwarded the customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team contacted and advised the customer that the item is currently on backorder. The Online team offered the customer an e-gift card for this experience and as a customer ********************** gesture. The customer accepted this offer and agreed to check their local stores for alternative options.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Faith @ *************************).
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 #:30757659Initial Complaint
Date:11/19/2022
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 have never had possession of this item.I tried to cancel it less than ********************************* store staff. I tried just as soon as I realized that it was the wrong item. I ************ than the 45 minutes would have been possible to cancel the order.I have been on the phone with a number of staff that cant figure it out.I have been told to go to the store to pick up my refund and it wasnt issued. Nobody seems to know how to fix this issue while i sit here without a finished bathroom now for over a month. I have been trying to get my money refunded for a month now. I am very. Frustrated by the entire thing. I want my refundBusiness Response
Date: 11/23/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ****************************************** / BBB Case # 18441209
Dear ****************:
We acknowledge the receipt of the BBB Case # 18441209
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ************************************* regarding her experience. Upon review, The Home Depot Online Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
Our Online Executive Escalations Team has provided the customer with a refund in the amount of Seven Hundred Forty-Two Dollars and Sixty-Nine Cents ($742.69) for the vanity purchase plus tax as requested. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:11/19/2022
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 returned my items to Home Depot MONTHS ago. I returned them through mail and the the items have been delivered according to the tracking. I spend money at Home Depot ALL the time. And all Ive been told in response were automated messages about how theres nothing I can do but to go in store and provide my ID. I called ********************** near me about my situation and they were completely confused and told me they cant process refunds for online returns. Ive been told I would get a email back with a resolution multiple times by supervisors who PROMISED me itll be resolved and how EMBARRASSED they are to how theyve treated me. But still, no response. Its been frustrating and Im doing this as a last resort so they can actually take a loyal customer seriously. The tracking for these items follow: 1Z87557E9095278459, 1Z87557E9093393186, 1Z87557E9092075012, 1Z87557E9090576592, 1Z87557E9091437963, 1Z87557E9094769206. I was told my return was canceled due to activity on my account. So purchasing items to renovate my house is all of a sudden reason to take my money and leave me with nothing?Business Response
Date: 11/25/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:*************************** / BBB Case # 18441038
Dear ****************:
We acknowledge the receipt of the BBB Case # 18441038
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to Mr. **************;regarding his experience. Upon review, The Home Depot Online Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Online Executive Escalations Team in partnership with our Online Investigation Team has processed the customer's refund as requested. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 11/29/2022
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:11/19/2022
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 placed an order online that was cancelled by the store because the system showed that the item was in stock when it was not. The refund was not issued back onto the gift cards I used, it was issued in the form of store credit, effectively making the gift cards useless to me because the items I am trying to order are online. Essentially, home depot has taken my gift cards and converted them into a much more difficult to use currency.Business Response
Date: 11/21/2022
November 21, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 18440739
Dear **************:
We acknowledge the receipt of the BBB Case #: 18440739
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, where we forwarded the customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team contacted the customer on 11/21/2022 and issued a new gift card.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************).
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
The Home Depot -Customer Care
Resolution Expeditor - Executive Escalations
P: **********************
F: ************
Case #:30756585Customer Answer
Date: 11/21/2022
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:11/19/2022
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 November 8, 2022 I went to Home Depot to but a 34 Ton Wood Splitter of which they had two in-stock and assembled. I am elderly/retired and wanted to heat my home with wood as propane is now very expensive. I am unable to assemble such a unit. I paid $1849. I did not have a truck so I asked if I could take it home (must be towed) on Saturday the 12th. I went out with customer ********************** representative **** to the unit I chose. He put a large yellow tag with my name on it in BIG letters and zip tied it to the unit. I took pictures of the serial number and wrote it down on the paperwork in case I needed a registration plate to tow it.On Saturday, I returned with a borrowed truck to pick up MY splitter. There it was with my name tag on it, but in the place of the splitter I did not select. I checked the serial number and found my tag was removed from the one I purchased and zip tied to the other splitter. I thought that very strange and asked for the lawn and garden manager. He could not explain why the tag was switched and the unit I purchased was gone. He assured me both unites were identical and it shouldn't matter. I believed him until the unit was about to be hitched up to my truck when I saw the left wheel hub was damaged. They switched out my unit for one that was damaged. I wasn't going to take a damaged unit.I asked for a refund. As I paid in cash and it was over $1000 , they said policy was I had to wait for a check from corporate. That could take 3 weeks I was told. I went home angry, now I couldn't even get a splitter somewhere else and they typically sell out everywhere this time of year. I called the home depot complaint line. I filed a complaint and was told I would be contacted in one or two days. Nobody ever called. Nobody offered a resolution and I have neither the splitter I paid for or the refund.Business Response
Date: 11/23/2022
November 23, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *****************************/ BBB Case #: 18440570
Dear **************:
We acknowledge the receipt of the BBB Case #: 18440570
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 the **************** team for their immediate attention and assistance with resolution.The team offered a replacement splitter at a discounted price, assembled it,and committed to holding it at the store until the customer receives his check refund. As a customer ********************** gesture, the Executive Escalations team provided the customer with an e-gift card for this experience. The customer agreed and accepted this offer.
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 #:30756592
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