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.
- 3,466 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:11/18/2022
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.
06/2/2022 - We ordered 4 major appliances from Home Depot for our new house build we requested the shipping and installation be done in August.06/22/2022 - We received automated text that they would be delivered the next day. We were not ready to receive that shipment and pushed the date back out.Mid-August - Received a call from the 3rd party warehouse that it needed to be delivered or it would be sent back, and we would lose the sales price we got on the items. We told them they could be shipped but not installed yet. Had the warehouse received the appliances when we requested it could have been pushed out another month.9/1/22 - Appliances were delivered by the 3rd party and placed in the garage while home owner was simultaneously caring for an infant due to the inconvenient timing these needed to be delivered. We were instructed to call back when we were ready for installation.9/15/22 - Appliances were installed by the 3rd party at which time they noticed the microwave was damaged. They said to call the number and they'd have no problem replacing the microwave.Sept-Oct - Numerous attempts with both ******* and Home Depot were made without resolution. ******* believes it's their responsibility to replace/refund for the item. Home Depot appliance line finally said it would be up to the store manager on replacing the item. Store manager offered to refund with 15% restocking fee. That microwave is now $100 more expensive then when we purchased.We ended up also getting our new washer/dryer through Home Depot/******* during this period. We felt after buying 6 major appliances from those two corporations that someone would do the right thing and just replace our microwave which was the least expensive of the appliances purchased this year from them. All we really want is to return and replace the microwave of $0 charge to us, that's all.Thank you!
Business Response
Date: 11/18/2022
November 18, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: *************************/BBB Complaint#: 18434375
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 regarding her request for a return/refund. After speaking with the customer, she has agreed to a reorder for her microwave. The customer was provided with her order number.
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:11/18/2022
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 went Home Depot to purchase a door. Home Depot had someone measure my door in June 2022. I purchased the door for installation on July 9, 2022. I thought I would get the door in August. The custom door was delivered to Home Depot in October. The company did not keep me informed on the status of the door. The same sub-contractor who measured the door was scheduled to install the door on November 18th. He informed me that the door was too small for the door space. I told them I don't want the door and that I want a refund. I have called Home Depot for resolution. This has been a terrible experience. I paid $1,507.03 upfront.Business Response
Date: 11/22/2022
November 22, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ************************* /BBB Complaint#: 118434135
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 **************** Team. The store management team contacted the customer and for clarification on mismeasured door. After speaking with the customer, she has requested a full refund for order # H0927-241157 the special-order door,material purchased and for installer installation. The store management team has agreed to refund the customer for material purchased, the special-order door and for installer installation.
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: # ********Initial Complaint
Date:11/17/2022
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.
Placed an order online October 1st 2022, on Home Depot App. Order # W896577065. Order was for a Milwaukee Steel Work Cart. Model # **-22-8590. App said 2 in stock but not at any location near me. Placed order for $415.64 delivered to my address. I used paypal to pay with paypal pay in 4 option. Scheduled delivery was to be Oct 3rd. On Oct 2nd i received a call saying that there are no new carts available. That a floor model is available but is has slight scuffs from being a floor model and is complete and assembled. And would be sent to me at a discounted rate. I agreed to it and was told it would be delivered on Oct 3rd. On Oct 3rd i get a call saying it was set up on wrong truck and would be a day late. I received delivery on Oct 4th. It was scuffed like told but missing one storage tray. ********* part # **-72-1051. Cart is supposed to come with 2 storage trays. On Oct 14th i contacted Home Depot about the refund i was supposed to get for taking floor unit. Also mentioned its missing one tray. I was told the refund is being sent out today in the amount of $1**.10. I contacted HD again on Oct 20th about refund. Was told it would be 3 to 5 business days not including weekends. I contacted HD on Nov 2nd. was told to contact Paypal and it would be 30 days for refund. Contacted paypal and they said no refund was issued to account. Contacted HD today Nov 17th saying i still haven't got refund. Was told to contact store. Told HD i ordered it online with App.Business Response
Date: 11/18/2022
November 18th, 2022
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ******************************* BBB Complaint#: ********
Dear *****************************,
We acknowledge the receipt of the BBB Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has refunded the customer in a form of a gift card in the amount of $148.10 and offer an additional $45 for the missing tray.
With this being said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer 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:11/17/2022
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 recently purchased cabinetry from the home Depot online and accidently ordered too much crown molding and toe kick molding worth about $350. When I went into the store to return In the original packaging with everything sealed together they refused to even bother offering a in store credit. I would appreciate getting my money back for the merchandise I don't need use for that is in the original packaging and condition. They stated since I ordered online I couldn't return to the actual store and I don't have the info or access to the email or account I used to purchase. I would like help just getting my funds back as they can also get their merchandise back.Business Response
Date: 11/25/2022
November 25, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: ******************* /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.
We have attempted to reach out to the customer three times, and she has not replied. Due to no response, we will be closing the case.
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: 30739249Customer Answer
Date: 11/26/2022
Complaint: 18432497
I am rejecting this response because:no one has contacted me in regards to this issue. Please call me at ************ or email me at ***********************
Sincerely,
*******************Business Response
Date: 12/07/2022
December 7, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: ******************* /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.
We, both myself and online team, have reached out to the customer, and she has not replied. Due to no response, we will be closing the case.See below for our online team's correspondence with the customer:
12/06/2022
No further actions taken. Closing case
We send email to the customer advising if they need assistance still to reach back out.
12/05/2022
We emailed the customer requesting items they are looking to return.
We were unable to call the customer, phone message says there is a restriction to unknown numbers.
12/02/2022
We left a voicemail, requesting what items they were looking to return.
12/01/2022
Sent email with all direct contact information and requesting what items are wanting to be returned/refunded.
Researched order outlined in 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 should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30739249Initial Complaint
Date:11/17/2022
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 ordered a fridge from The Home Depot on 10/29/22 and they failed to deliver it on two occasions and have now failed to refund my money after multiple phone calls and a visit to the store following original purchase.Please see below timeline of events:10/29/22 Fridge order. Told it would be delivered 11/5/22.11/4/22 Receive an email saying the delivery has been rescheduled to 11/12/22 with no explanation why. I called in and was told the fridge was damaged.11/10/22 two days before new delivery date, I receive an automated message stating the fridge will be delivered tomorrow 11/11/22 between 2pm & 6pm.11/11/22 at approx. ****pm I call to ensure the delivery is going ahead. I was told it was. At ****pm I receive a txt message saying the fridge is two stops away. At ****pm I receive a call from the driver telling me he is 1 hour away. ****pm comes around and no delivery so I check the tracker from the txt I received and it say "rescheduled". I call in and complain and to cancel my order. I was told the order is cancelled but would need to go into the store for my refund.11/12/22 in the morning I go to the store for my refund but am told they cannot refund me until the fridge is scanned back into the warehouse.11/14/22 I call to complain about not getting my refund and am transferred to an escalations team. I am told that they have confirmed the fridge is now scanned back into the warehouse, and that they will have their IT team push through the refund so I do not have to go to the store again. I am told this takes 24 to 48hrs.11/17/22 I still do not have a refund!While I someone what understand the need for the fridge to be scanned back into the warehouse, I do not see why I should have to wait for my refund! What if the truck was in an accident, or the fridge was stolen. Am I supposed to wait indefinitely for my refund?! No!Please issue my refund ASAP!Business Response
Date: 12/16/2022
December 16, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order refund.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ******************** regarding his refund. The Home Depot has investigated this matter and has advised our customer to return to his local store to have the refund processed. We have also processed a gift card for our customer. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Initial Complaint
Date:11/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/13 I purchased a ZEP mold and mildew cleaner(gallon). I placed it in my trunk. There is no security seal on it and it leaked and damaged some items. On 11/14 I returned what was left in the container and filed a claim with ******, the store manager. In the report I was mandated to give my name, full address, phone number and license plate info. I refused the licensed plate information as that had nothing to do with my issue. ***** from ******** called to go over the claim and apparently had none of this information. Where is my personal information?***** also requested the make, model and year of my car, oh my goodness. He also stated he had to get the title of my car and confirm it is in fact mine. Oh my goodness again.Business Response
Date: 11/28/2022
November 28, 2022
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Sedgwick claim.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding her claim. The Home Depot has investigated this matter and has partnered and escalated this matter to ******** to provide a resolution to our customer. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:11/17/2022
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 side splash for my new vanity and it came in the wrong size. It was their error not mine. The store told me I had to call the online support to return it. The online support refused to return it because they said it's a low price item $18 and it's not worth the cost for them to send out a shipping label so therefore I'm suppose to eat the cost or drive to the Home Depo store to return it (which is 50 miles round trip and a 40 minutes drive one way) and the store will not accept returns from the online store. I asked if they would credit my HD Card and they said No. The lady (******) on the phone was rude to me. I ask to speak to her supervisor that she claimed she was getting her info from and I was disconnected. In addition this was not the only problem I had with the store itself. I bought a vanity that was damaged, I had to return it for another, got home the top was broke had to exchange again all at my expense. Never once did they offer any compensation and I ask for compensation since I live so far away and was told NO they don't do that but the online people says they do.Business Response
Date: 11/23/2022
November 24,2022
Attn: Ms.***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303RE: *********************** / 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 Experience with our company.
Home Depot store team has informed that a refund has been process for this merchandise order.
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 of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
SF-30738413Customer 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:11/17/2022
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 contracted The Home Depot at ******************************************************************************************** (Store ****). The address is not listed on the BBB complaint page. Contract was 4/20/2007, payment 4/27/2007, deck completion 9/9/2007. Home Depot provided **************** Warranty. Lifetime warranty 1 "The most basic and essential ingredient in a Designer Deck(R) is the wood we use...US *********** *** (the Home Depot approved contractor on this warranty) will replace any of its products within the warranty period due to failure caused by rot wood decay, or termite damage". I visited the same Home Depot store 11/3/22; no one could assist as they didn't keep historical records. On 11/4/22 *************************, Branch Installation Manager of Northern ******** contacted me for my contract documents. (I have it all). I scanned and sent to him later that same day. On 11/8/22 he stated "We typically deny warranty claims that exceed *********************************************************************************************************************************************************** your concerns. I have authorized a $1,500 Home Depot gift card to be issued to you to assist in getting your deck repaired. I have attached the required paperwork to settle your warranty claim. Please review and sign at your convivence." This obviously conflicts with warranty. Due to the type of wood rot, under decking and the deck is only inches off the ground, it would require removal of the decking just to determine extent of damage. He knew it would cost more then $1,500, thus trying to pay me off without even visiting the house to review. This damage only appeared in the last month, I immediately visit Home Depot week I discovered, the deck is sagging on parts and is unsafe. I expect them to send a deck installer to the house, review and come up with a plan to address, and rebuild to code as warranty claims free of charge. I have more files, attached: warranty, credit paid, layout, acceptance, agreement, photo.Business Response
Date: 12/15/2022
December 15, 2022
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *********************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their decking.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ******************** regarding his deck. The Home Depot has investigated this matter and has requested that the customer send in photos of damaged product so that an appropriate offer can be given. Our customer has advised he will follow up mind ******* with how he would like to proceed. The Home Depot considers this matter in progress.
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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 12/19/2022
I have accepted Home Depot's offer of settlement, yet it may take a couple of weeks for payment to be provided. I request BBB leave this open for another couple of weeks to allow complete payment rendered.
Thank you,
Initial Complaint
Date:11/17/2022
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 an over the range replacement microwave oven for one of the same brand that was 10 years old. They were told to install it to vent outside and they could see that the old one was already vented to the outside. I wasnt present at install and did not catch them purposefully install the new microwave incorrectly and they took the old microwave. They refuse to return my microwave and refuse to take the new microwave back. They refuse to reinstall the new one correctly saying that it can be done but they refuse to do it. The microwave is basically unusable because if I use it to vent the range it is over, it throws the smoke back into the house instead outsideBusiness Response
Date: 11/23/2022
November 23, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Case # ********
Dear Ms./***************:
We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has reviewed this case and has reached out to all parties involved. The following events have taken place to resolve the customers issue.
11/18/2022
Email sent to customer advising ****************** fee was refunded as compensation already due to our teams not being able to do a vent out install only basic installations. Call attempted to customer, no answer.
11/21/2022
Email sent again regarding resolution of compensation already given and unable to complete complex install. Second call attempt made to customer.
11/22/2022
Sent final contact email to customer allowing until 11/23/2022 to respond before we close case. Final contact attempt made to customer.
With that being said, ********************** has addressed our customers complaint and consider this case as 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 should you have any additional questions or concerns.
Sincerely,
***************************The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: ******************** F: ************
SF# ********
Please contact *********************** at ext. ***** in my absenceInitial Complaint
Date:11/17/2022
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.
RE: Order# W899471482 Directed at whomever can assist, because it appears your regular points of contacts (chat/phone/store/text) are unable to. Please read this in its entirety to understand my frustration.I placed the above referenced order online and selected scheduled delivery. I did so due to the soonest delivery date not knowing this item (72" Toolbox) will be shipped directly from a store. I realized this once I received an email receipt with a stores info. I immediately contacted the store (*********** Location) and requested they send me a toolbox that has not been removed from the shipping pallet ( As this is the reason I don't want it from a store. They remove the toolboxes from the original ********** therefore making it susceptible to damage). They assured me that I will receive one in it's original packaging (pallet and boxed). Well, delivery day came and I noticed the delivery persons (via video on my security cameras) rolling the toolbox over the curb (where the road meets my driveway, all the way up my driveway to my garage door where I requested them leave it, as I was not home.Needless to say, the unit did sustain damage. To the wheels and the box itself. This was a gift for my son for his art setup, meaning it will be placed inside my home. I paid for a new product, so I expect it to be in new condition. Ok, so here is the when the real problem started. I immediately contacted customer support chat via the channel I purchased the unit (ONLINE) and they allegedly setup a pickup for return for Nov. 16. Well I stayed home from work to ensure the item was picked up. Guess what...NO ONE SHOWED. NO ONE CALLED. I missed work yesterday, meaning I missed out on a day's salary...FOR NOTHING. At the end of the day I did the text option for customer support. The rep apologized and stated I will be refunded once the box is received by Home Depot. I told them it was scheduled for pickup and no one showed or called. He then proceeded to tell me I need to contact the store directly. My response was for them to do it, since I have no faith in getting any assistance from store employees as no one ever knows what's going on. He agreed and contacted the store, and well, the expected happened, he got nowhere with them. I have attached photos of damaged product, including snapshot of drivers rolling it up the driveway, pic of damaged ********** ************ of my most recent contact. My ask of you is please make something happen here. I need my ********** have no space to store a damaged 72" toolbox and will be rolling it out front for the metal recycle guy to pickup by end of day if I cannot get help. Also, I cannot miss another days salary waiting for no one to show. I do not take joy in going to the top to get a fast resolution, as I understand the chain of command, but when I have nowhere else to turn to and no more time to waste, it really leaves me no choice.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,
*****************************
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