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
- 11,859 total complaints in the last 3 years.
- 3,474 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:11/19/2022
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 10/29/2022 we were at Home Depot ******************************************************************************* to purchase kitchen appliances. During the processing of the order there were technical difficulties and the order was charged to our Home Depot account but there was no way for the order to be delivered as it had been scheduled on November 5. After a week of phone calls and no progress the order was redone and charged again to our Home Depot credit card. The order was delivered and installed on November 11 an number of issues. As of this date the double charge on our credit account has not been removed. Contact person at ********** Home Depot was *****.
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 #: 18439958
Dear **************:
We acknowledge the receipt of the BBB Case #: 18439958
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her 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 partnered with ***************** who agreed to process a manual return for the customer in-store. As a customer ********************** gesture, the Online team offered the customer an e-gift card for this experience. The customer accepted this offer as a final resolution.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Atlas @ *************************). 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 #:30756603Initial 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 purchased a in flatable santa about 2 weeks ago i was not giving a receipt the store told me item was discontuined and could not be returned i am a senior on fixed income and cannot walk my money is important to me please help me thank youBusiness Response
Date: 11/23/2022
11/23/2022
Sent Via Email
Attn:Ms. ******************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: ***************************/BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her in-store return.
The Home Depot has carefully reviewed and investigated this matter.The customer has been issued two ********************** gift cards as a one-time courtesy to cover the cost of the items and for the inconvenience.
The Home Depot considers this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
******* Clay
Executive Escalations
Phone:***********************
Fax:************
Reference Number: 30789640Initial 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.
Deceptive website,This is the third time I have had issues where Home Depot gets you to purchase an item that was not the original advertised item. This is the second time I have ordered items that say "get it" delivered to your home "by (XX date)" and days past the delivery it's still "on its way". And the carrier has not received the item. All the while it's in store inventories, I advise buyers to beware of this one. https://www.ftc.gov/system/files/ftc_gov/pdf/Bait-Switch.pdfBusiness Response
Date: 11/28/2022
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 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 the Distribution Center Team have reviewed the customer's complaint and advised that the order has shipped via *** tracking 1Z13V1460327650077 the tentative ETA for delivery is set for 11/29/2022. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Online Executive Escalations 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: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 ordered a brand new washer and dryer on 5-7-2022 for my brand newly built home and it was suppose to be delivered on 5-28-2022. I received a call on the delivery date that stated my items wasnt going to be delivered because an issue with a truck that was in an accident. I clearly said I didnt want damaged product delivered to me and was told that every item was going to be inspected. I didnt visually see anything wrong at the time. I have been having problems with my dryer leaving my clothes damp after each drying cycle so I called oh for support and I first seen at the bottom side of the dryer had a dent in it. So I called ** back and told them about it and they called Home Depot and I spoke to a representative and he basically said its been 5 months and its nothing they can do so he transferred me to a assistant manager and I sent home the pic of the dryer and he asked me was anything else damages so I inspected the dryer again then the washer and I seen that the top wasnt aligned with the body. These people sent me damaged product. This is unacceptable and needs to be replaced with brand new undamaged product like what I paid for or a full refund. The product it that truck shouldve been replaced with another set of brand new washer and dryer knowing that the truck it was in was in a accident it shouldve never been sent to my house whether it was noticeable damage to the washer and dryer or not!Business Response
Date: 11/20/2022
November 20, 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 with our company.
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 team contacted the customer on 11/19/2022 and provided a one-time buy-out accommodation in the form of an e-gift card. 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: ************
Case #:30753326Customer 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:11/18/2022
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 made a purchase for delivery, and was never received.Date of purchase: 07/18/22 Expected delivery: 07/21/22 Current date not received: 11/18/22 (4 months later)In-person attempt to request a refund: 08/01/22 - Denied Reason for denial: I need to return the items to request a refund, I cannot return something I never received. I was also not allowed to cancel the order since it had already shipped. 4 months later I haven't received Desired resolution: I want a full refund of the order with the value of $319.34Business Response
Date: 11/20/2022
November 20, 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 with our company.
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 team contacted the customer on 11/19/2022 and provided a refund for the missing items.
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 #:30749785Customer 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:11/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This past August, I went into Home Depot to get a new door installed. I had wanted a steel door along with a screen door as well. I got everything done, and I decided to pay right away, cash as well for the entire project. I waited a long time, many months, for the door to be installed. When the door installation date was set, everything was going well. When the installer came and installed the door in September, the installer told me on the same day that the screen door was damaged in his truck, so they would have to order another screen door. The steel door was installed, but the screen door was damaged. So I agreed and was told to wait for the screen door to come. Fast forward almost two months now, The screen door was ordered again, and when it was time to get it installed, the installer notified me THE MORNING OF that it was damaged again and they would have to order it again. Are you serious? This is beyond frustrating at this point. Why does it take so long for a screen door to come and get installed, as well as continuous damage? Moreover, I would like to mention that the current steel door they installed the first time opens by itself sometimes if we do not lock it and is thus, defective. This issue has now been going on for five months. I trusted Home Depot, and I even paid the FULL amount right on the spot. Why am I being treated like this? This is a significant security issue for me, and I am not able to get help from anywhere. No one will give me an answer, and I cannot get a hold of anyone. I would like to ask Home Depot for assistance regarding these doors, along with compensation for the time and energy lost in trying to get this solved.Business Response
Date: 11/29/2022
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.
The Executive Escalations Team in partnership with the Home Depot Interior Team have reviewed the customer's complaint and have placed a reorder for the customer's door. The first door that arrived in from the vendor was damaged in the box. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Home Depot Interior 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: 11/29/2022
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. Home Depot has reached out for solutions for the complaint and they will install the door at a later time. I will update this complaint if anything changes.I thank Home Depot and BBB very much for helping with this.
Sincerely,
*********************Initial Complaint
Date:11/18/2022
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.
Brought my ******* Smart Hub fridge 11/20/2017, along with Home Depots 5 year warranty. The ice maker has been repaired now going on the 5th time (3 of these times within the last year). We have been told that it is a know issue with first generation fridge for this model. Nothing happened within the first year so all of my claims have been through Home Depot. They are refusing to honor their warranty that if they cannot fix the issue I will be refunded my purchase price plus tax or compensated with a functional replacement. They are coming up with excuses that lets try one more time, when they didnt even show up for the appointment in the first place. They are trying to push this off since my warranty is almost over knowing the full history of my issues with this fridge. The use maker keeps breaking at a faster pace now and leaking all over the place. At this point I just want a refund for a fridge that doesnt work at full capacity as I do not even want to shop at the Home Depot anymore, after using them for as long as I can remember.Business Response
Date: 11/25/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:************************* /BBB Case # 18438342
Dear ****************:
We acknowledge the receipt of the BBB Case # 18438342
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.
The Home Depot Online Executive Escalations Team in partnership with Asurion have scheduled a tech visit on 11/25/2022 and the technician was able to repair the unit and it is now functioning properly. 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: 18438342
I am rejecting this response because: the appliance was not repaired and the tech showed me on his device that is said it was unrepaired. I do not know why they are claiming it is repaired. All they did was put in the same piece that has already failed multiple times. This is not going to fix the issue.I have been in contact with below Home Depot representative and she is looking into why they are saying it is repaired. I have pasted her information below. At this time I am not satisfied with the outcome of this case. It is still an ongoing matter.
*******************
Executive Escalation Support, Online Contact Center
The Home Depot
Office: *************************
Fax: *************
Sincerely,
*************************Business Response
Date: 12/05/2022
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 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.
The Home Depot Online Executive Escalations Team in partnership with ******* has advised that the appliance buyout request was processed on 12/02/2022 and a check was issued for $3207.86 to reimburse the customer for the defective refrigerator. The customer should receive the check by mail within 15 business days. 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:11/18/2022
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 fridge online on November 6th, the fridge clearly stated and still states a width of 36 inches, which is exactly the same width as my current fridge and fits my space perfectly. The fridge was scheduled for delivery November 11th. When the fridge was delivered, installers found that I was missing a water connection behind the fridge and scheduled a plumber visit for the 14th. The fridge was left in my kitchen but not in its intended space. The plumber came on the 14th, installed the hose and valve, and attempted to place the fridge in its space. It was then that we discovered that the doors of this fridge, when opened, add 1.5-2 inches of width on either side. This was not stated anywhere in the listing and unfortunately meant that, although my fridge fit snugly in place, I was unable to open the doors rendering it useless. I called Home Depot and texted on multiple occasions so they could exchange the fridge for a 33 inch of the same brand and model. They assured me everything was taken care of and scheduled a pickup/delivery for the 18th. When the installers arrived, they did not have the new fridge with them, nor did they see any notes in the system of an exchange of any sort. They hauled away my old fridge but left the new one, which I cannot open the doors to in my kitchen. Called and texted again and the rep apologized for the mishap, assured me they could see in the notes that a rep had told me they were bringing a new fridge on the 18th, but that was a mistake. Now I was told the return had to be approved by my local store. Visited my local store, but the assistant manager **** did not want to do it because it was now past their 48 hour return window. However, resolution specialist ******, over the phone, convinced them to. **** agreed to initiate the return but the system glitched and was unable to. I am still without a suitable fridge and with no resolution in sight.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 #: 18438247
Dear **************:
We acknowledge the receipt of the BBB Case #: 18438247
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Online Executive Escalations team partnered with ***************** who agreed to accept an in-store return for the appliance. The team advised that the 'Haul-Away' option was not available per the customer's request, as it is not considered a return.
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 #:30749776Customer Answer
Date: 11/29/2022
Complaint: 18438247
I am rejecting this response because:We are talking about a fridge, not a paintbrush. I have no way of physically returning a fridge to a store. This is why I paid for delivery and installation originally. If the item had been as described, it would have been exactly what I needed and I would not need to return. However, your description and listing was incorrect which resulted in me purchasing an item that I have no use for. This is your fault, why should I be inconvenienced or pay out of my own pocket to have the fridge returned to store. Please come and pick it up the same way you dropped it off.
Sincerely,
*************************Business Response
Date: 12/06/2022
December 6, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Case #: 18438247
Dear **************:
We acknowledge the receipt of the BBB Case #: 18438247
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 and offers the following resolution. The Online Executive Escalations team partnered with ***************** who approved the return and scheduled a jobsite pick up for the appliance. The Executive Escalations team provided their direct contact information to the customer and will continue to assist 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 #: ********Initial Complaint
Date:11/18/2022
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 vinyl plank flooring from home depot back in July. They ordered me a pallet as they did not have enough in stock at the time. Now I have 5 boxes left and can't return or get store credit. I can still go online and get this product so not sure what the issue is? I am requesting a refund or store credit in the amount of ******. Which is the per box price. Management at local store is unable to assist.Business Response
Date: 12/01/2022
December 1, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ******************************* / BBB Case #: 18438057
Dear **************:
We acknowledge the receipt of the BBB Case #: 18438057.
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 and offers the following resolution. The flooring will be picked up from the customer's residence and returned via carrier NSD. We've refunded the five cases of flooring with an electronic gift card. The customer has also been sent an email with this information.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 30784124Initial Complaint
Date:11/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought 6 tons of wood pellets for heating my house. When the pellets were delivered they were a different brand than what was in the store when I paid for them. The 6 pallets of pellets were all different heights. Three had double pallets and there was obvious damage, the others were wrapped in shrink wrap. I brought in 10 damaged bags and they were replaced. After a month when it started getting cold enough I started burning the pellets. They are powdery, dusty, smelly,poor heat out put and my stove won't burn them properly. The Home Depot store manager blamed the Pellet mfg and said they have been getting a lot of complaints. He stated we would never use that brand of pellets again. I contacted the Pellet mfg and was told by the president of the company the following. They were unaware of any issues. I was the first and only complaint. They would never ship pellets out on double stacked pallets. They also would never rewrap pellets in shrink wrap. They told me that this should be handled by Home Depot. I have called Home Depot, email home Depot, gone to the store location and all they did was reimburse me the delivery fee. I was told nothing can be done now because it's been over 3 months. Now I have 6 tons of restacked and poor quality, damp, powdery , smelly, poor burning pellets that cost almost $1700.00. I have photos to support all my issues. I have been burning pellets for over 10 years. These are junk. I also have a contact name to the pellet mfg company. Thank you for your help ****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 #: 18437869
Dear **************:
We acknowledge the receipt of the BBB Case #: 18437869
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 and offers the following resolution. The Executive Escalations team partnered with the Store Manager, who offered to pick up the damaged items from the customer's home on 11/23/2022, and deliver their replacement on Friday, 11/25/2022. Upon delivery, the store will process a partial refund for 1 of 3 items. As a customer ********************** gesture, the Executive Escalations team sent a check via US Mail to the customer for the remaining items. The customer is aware and has 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 #:30749780Customer 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,
*****************************
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