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
- 11,847 total complaints in the last 3 years.
- 3,461 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: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 the refrigerator on 10/18 and delivery on 10/24, one week later the refrigerator no cool in either section, I called the home depot on 11/1 and repair company come over to check on 11/11, they said " unit is leaking refrigerant at condenser, bad weld", and they told me need to order some parts to fix, but maybe need to take more 2 weeks for parts, but not sure, I called the service center and they told me they can not help me to change new one and I need to call the home depot, but when I called the home depot, and they said they can't let me change as it is past 48hours, so I need to work on with service center, I really confused about the both side did not want to let me change new one, and tell me just wait, but i not sure when will be fix, I need a refrigerator ASAP. I need to help... thanks !!
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 #: 18436096
Dear **************:
We acknowledge the receipt of the BBB Case #: 18436096.
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 Home Depot partnered with GE and contacted an *************************** as the service provider for the repair. The repair was scheduled for 11/29, we confirmed with the customer via phone and email that it has been completed successfully.
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 #: ********Customer Answer
Date: 12/02/2022
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.
Terrible Experience, purchased dishwasher in August, delayed delivery 3X, was told it would be installed, that didn't happen, delivery company continued to use wrong phone # caused me two missed days of work, dishwasher was damaged missing seal clamps on bottom, leaked water all over my hard wood floors, hired a repair man that encouraged me to return. after several attempts of contacting home depot the dishwasher was finally returned. Now I have yet to receive any kind of credit for the return after I had been told on several occasions that I would. This has been going on for over three months with no help from the Home Depot Here are some of the numbers associated with this disater order # WB21121217 (date8/15/22)Case #******** IT#INC33241438Business Response
Date: 12/22/2022
December 22, 2022
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
***********************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online team has refunded, replaced, and delivered the dishwasher to the customer. The customer has also accepted a e-gift card for the experience.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 01/03/2023
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:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We paid Home Depot in FULL on June 11, 2022 for $23,056.88, plus tax of $1,747.38 for a kitchen remodel. When they showed up on Oct 24th to do the installation, everything was measured incorrectly, and everything had to be redone. Our whole kitchen is now torn apart without doors and drawers. Our kitchen is in considerable WORSE condition that it was before. It took HD over 2 weeks to send someone over to remeasure. We sent emails (Oct 31 and Nov 10), made countless phone calls, left voicemails but no one is responding back to us. We ask for a completion of job before Thanksgiving as we have company over. Everyone is avoiding responding but HD has taken our money over 6 months ago! Sales Manager - ******************* *************)Designer and person who took our money - ************************************* *************) ********************** Manager (*************) - *********************** *************) - hdi_******* ******************************** Asst. ********************** Manager - ******** *************)None of these people are following up and will not call or email us back. Everyone is passing the buck. ******* is saying that she is not "in the loop", and no one is on point for a resolution. We spend our time chasing people and they will not respond.Job #******** Store Branch: **** Customer Lead/PO# - ********* We feel we have been taken advantaged off. Problems sometimes happen but not this egregiously. But more importantly, when problems happen, Home Depot should take responsibility to make things right. It is disappointing that their approach is to deflect to others in their own company and refuse to provide follow up calls to provide updates and reassure that the problem will be fixed. Radio silence is what we are getting.Business Response
Date: 11/25/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:*************************** / BBB Case # 18435042
Dear ****************:
We acknowledge the receipt of the BBB Case # 18435042
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 Executive Escalations Team has contacted the customer via phone and email in apology for her 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 are collaborating on the best possible solution to address the customer's concerns. 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: 11/28/2022
Complaint: 18435042
I am rejecting this response because: We were very pleased with BBB as you forwarded the complaint to Home Depot immediately.On Nov 19, we received an email response from Home Depot informing us that someone will contact us to resolve the issue. It is now over a week and no one has reached out to us. This morning, we tried calling the different contacts again and no one is picking up our calls (Sales Manager, *********************, Designer *************************************, Installation Team). What we need is for someone to let us know when Home Depot will come and fix the problem they created. Again, my kitchen is worse off today after Home Depot came, and this is now OVER a month long. They came in on Oct 24th and essentially destroyed our kitchen. It is an awful helpless feeling as we feel we are being taken advantage off...a big corporation like Home Depot bullying their customers.
Sincerely,
***************************Business Response
Date: 11/30/2022
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 Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Interior Team have placed a reorder for the customer's doors and drawers. Once the vendor provides an ETA for the delivery of the reorder our service providers will partner with the customer to provide a date for ******************. 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: 12/02/2022
Complaint: 18435042
I am rejecting this response because:
Home Depot Interior Team has not confirmed that the re-order has been done. Home Depot has not provided an ETA for the delivery of the reorder nor provide a date for installation. Home Depot said that they will EXPEDITE the order but no confirmation or responses from them via email or phone call. Home Depot did not provide their contact information via email where we can reach them with questions or concerns. Home Depot continues to deflect calls and has NEVER responded to any emails. We call/text different people daily and everyone continues to avoid us.Sincerely,
***************************Business Response
Date: 12/08/2022
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 Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Home Depot Interior Team has advised that the tentative ETA for the customer's reorder is 1/16/2023. 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: 12/08/2022
Complaint: 18435042
I am NOT rejecting this response, but the case has to remain open because the job is not complete. The project is still incomplete and the current ETA is January 16, 2023. I would like to keep this complaint open until my kitchen installation is finished. If I accept this as a closure, Home Depot may still go back on their word. I hope BBB understands my position.
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.
I purchased five window blinds online via homedepot.com. Four of the blinds came in the right color, with metal rails matching the light brown color of the cellular blind itself. One of the blinds, unexpectedly, came with white rails. Home Depot claims that is due to the fact that I added white side channels to the order for that particular blind, but nowhere in the online product configuration tool it is stated that adding optional side channels changes the color of the rails, as documented in the attached document.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 #: 18431999
Dear **************:
We acknowledge the receipt of the BBB Case #: 18431999
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 team contacted the customer via phone on 11/22/2022, and processed a refund for their order. The customer agreed and will reorder at their convenience.
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 #:30748875Initial 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.
On November 5, **** I purchased three Milwaukee packout tool storage *************. On November 11, 2022 I received two of the three (2 drawer toolbox and rolling toolbox). The large portable toolbox was not received. The shipping information showed that the rolling toolbox and the large portable toolbox were delivered. However, I received the tooling toolbox and 2 drawer toolbox and not the large portable toolbox that the delivery information showed. I contacted Home Depot customer ********************** and spoke with ******* on November 15, 2022. She gave me a case # of ******** and told me someone would contact me in ***** hrs. I have not been contacted by a Home Depot representative and I do not believe that they are trying to resolve this issue. The value of the missing product is $90.00.Business Response
Date: 11/18/2022
11/18/2022
Sent Via Email
Attn:***************************
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 his online order.
The Home Depot has carefully reviewed and investigated this matter,andour online team has refunded the cost of the product and issued a The Home Depot gift card to cover the cost of purchasing it in store.
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: 30744204Initial 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.
Ordered two appliances (range and refrigerator). Order number W898358591 on 10/25/22. Was given a delivery date of 11/12/22 and a 4 hour delivery window of between 2pm and 6pm.Received a robo call the evening before confirming delivery and delivery window. After waiting 4 hours, just after 6pm on the delivery day, I was notified that the delivery would be delayed and to reschedule. The delivery date is now much later. Delivery the next day would have been acceptable, but delivering weeks later is not. Seeking immediate delivery.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 #: 18434533
Dear **************:
We acknowledge the receipt of the BBB Case #: 18434533.
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. We attempted to contact the customer regarding her concerns via phone and email on 11/18, 11/21, and 11/22 but didn't recieve a reponse.
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 #: ********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: 30739249
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