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.
- 3,454 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:11/17/2022
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.
A special order for a vinyl double sliding door 95.5"x79.5" in white was placed on 10/06 at Home Depot it *******************. We received a call that it was at the store and scheduled for delivery on 11/11 between 6a-8p. No one showed up! We called and they scheduled another deliver on 11/14 between 6a-8p. Delivery was made at 8a and when driver dropped it off we noticed it was not protected. NO shrink wrap or cardboards. Looked VERY dirty and had scratches on the white areas. VERY disappointed that this door cost us almost $1200 and no effort was made to protect my item and now at time of receiving it does not look to my expectations. If I want a replacement, AGAIN it will take about 10 weeks to receive. My house will not be ready for our Thanksgiving dinner as we are hosting. We contacted Home Depot and they have not come up with a solution for this issue and this situation will make me think twice placing another special order with them. I have spent a lot of money at Home Depot for my house remodel since June and feel they have not done enough to solve my issue. Still in awe at how I spend $1200 on a sliding door and the condition I received the door is as if they removed someone else's old door and gave to me. If I can't get my door replaced stat, I will need to spend time and money to bring it up to the condition I should have received it, clean and no damage. Home Depot should be inspecting items when they are delivered to them as well as when they are picked up to be delivered to a customer. Don't know how it was ok for them to release an item in the condition it was it. Truly unacceptable!! I want the door to be in the "new" condition I paid for,
Business Response
Date: 11/17/2022
November 17, 2022
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
RE: *********************** / 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 customers new sliding door.
The Home Depot has carefully reviewed all information pertaining to this matter and the local store, from which the customer purchased the door, has resolved the matter to our customers satisfaction.
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.
Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************** Ext. 85774
Fax: **************
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 have NO Purchases with Home Depot last 8 months. However when I made purchases with Home Depot; I always called Home Depo Customer ********************** and they setup Auto payment directly link to my Bank account and they pull directly from my ***** ********** account.Again; No Purchases made last 8 months at all (April, May, June, July August, September, October, November,)But; Home Depo they Charge Interest Charges to my home Depot Account. (with NO Purchase made last 8 months)July 2022 $2 August 2022 $2 September 2022 $2 October 2022 $2 and Home Depo keep charging me LATE FEES (with NO Purchase made last 8 months)June 2022 $29 July 2022 $40 September 2022 $29 October 2022 $40Business Response
Date: 11/22/2022
November 22, 2022
Sent Via ************************************************************ Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: Emrulah Cengiz/ BBB Case # ********
Dear ***************:
We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customermay have experienced regarding their credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, *********************** receive a response directly from them.
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,
*****************************
Executive Escalations
Phone:***********************
Reference Number: ********Customer Answer
Date: 11/22/2022
Complaint: 18416712
I am rejecting this response because:I don't see any resolution??? they just keep saying we are forward this to HomeDepot. It seems like they are bonusing the ball between CitiBank and HomeDepot.
I would like to see that, they removed all the late and interest charges to my account and have them re-state (re-pull) 3 credit reporting agencies for my credit report.
Sincerely,
***************Business Response
Date: 11/28/2022
November 28, 2022
Sent Via ************************************************************ Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: Emrulah Cengiz/ 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 regarding their credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, ************************* will receive a response directly from them.
As of November 25th.The customer was mailed a letter advising they are declining to remove the delinquency reported in July and October of 2022. An overview billing statement during the timeframe was provided. The customer was ************************ the late fees and interest charges bring the account to a zero balance. Citibank consider 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 do not hesitate to contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
Phone:***********************
Reference Number: ********Customer Answer
Date: 11/28/2022
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.I have checked and confirmed that all the mistake has been FIXED on my account, including my Credit card Report has been re-stated .
I wanted to thank you all your help and support.
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.
2021 in March I have some impact windows and a door put install. had a permit and everything but the inspector was not able to come and close the work out. I kept on calling the manager that was in charge of the project. I had no response in 2021 in November someone from Home Depot called me stating that they have to redo the application for the permit because it expired. I said OK she assured me that it was going to be mailed out within two weeks receive the new permit filled it out sign it back to her. I havent heard anything now 2022 Home Depot still did not close out the job that they did in 2021 but Im still paying the bill I tried to call them tried to talk to him but it has not been no solution.Business Response
Date: 12/01/2022
Home Depot ******, Inc.
Customer Care
2455 Paces Ferry Road
*******, ******* 30339
More saving. More doing.SM
December 1st, 2022
Attn:*************************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE: ************************************ / 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 window installation from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has been working with the customer to complete the needed paperwork to reapply for the permit to allow inspection. The municipality has received the needed documents and is currently in review. We currently do not have a final inspection date at this time and will work diligently to completion and customer satisfaction.
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 Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 30728104Customer Answer
Date: 08/30/2023
This is my second time filing a complaint with Better business bureau on Home Depot compliant#********. When Home depot finally returned to my house, to reinstall my windows. It was this one particular window depot workers noticed it was termites and did not tell me the homeowner. they just install the windows. when the inspector came to inspect the windows, that one particular window failed inspection due to the fact that it needed treated wood in the window pallet before installing the impact window. Couple days later reached out to Home Depot Home Depot telling me that they dont install the wood. I will have to get somebody to install the wood and then they will be back out to finish the job. I feel that is not fair I pay over $25,000 for those impact windows. And now I have to get somebody else and pay more money after I already pay for the job. and in other parts of my house they install the wood treatment in the window pallet before installing the impact windows.Business Response
Date: 09/07/2023
September 7th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************************* /BBB Complaint # ********
Dear ***************,
We acknowledge the receipt of the rebuttal for Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service has provided detail to the customer advising the contract does not cover any structural work and can only remove and replace openings (windows).The area effected for ************************** is considered structural part of the home and falls under unforeseen and is the responsibility of the homeowner to repair or replace the affected area. The installation team has offered to remove and reinstall the 3PNL window at no cost, however the homeowner must source a company to work on the termite damage portion as we do not offer this service.
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 ************** Executive Escalations Team
Case: 30728104Customer Answer
Date: 10/23/2023
This is an ongoing case with home depot design department I saw numerous cases with BBB about Home depot and then Im not finishing a job on my IMPAC windows complaint number18416696. which is the first complaint I file. Home depot states they cannot finish the job until I get rid of the termites. I have placed a tent over my house one of the **************. Im reaching out to Home depot. They will not call me back and theyre being unprofessional. I left her numerous of messages still no response.Business Response
Date: 10/27/2023
As previously stated...
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************************* /BBB Complaint # ********
Dear ***************,
We acknowledge the receipt of the rebuttal for Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service has provided detail to the customer advising the contract does not cover any structural work and can only remove and replace openings (windows).The area effected for ************************** is considered structural part of the home and falls under unforeseen and is the responsibility of the homeowner to repair or replace the affected area. The installation team has offered to remove and reinstall the 3PNL window at no cost, however the homeowner must source a company to work on the termite damage portion as we do not offer this service.
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 ************** Executive Escalations Team
Case: 30728104Customer Answer
Date: 10/27/2023
Complaint: 18416696
I am rejecting this response because:I fix the problem, which is I place the tents over my house for termites treatment. Then call Home Depot countless of times and left messages.but no answer no response. Unprofessional
Sincerely,
************************************Business Response
Date: 10/27/2023
September 7th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************************* /BBB Complaint # ********
Dear ***************,
We acknowledge the receipt of the rebuttal for Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service has provided detail to the customer advising the contract does not cover any structural work and can only remove and replace openings (windows). Now that the treatment has been completed. The repairs to the header and other structural areas must be replaced prior to the reinstallation of the window as requested by the city inspector. Once this has been completed, we will return to complete the reinstallation. Please note The Home Depot Installation services does not have the ability to provide service to structural portions of the home.
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 ************** Executive Escalations Team
Case: 30728104Customer Answer
Date: 10/30/2023
Complaint: 18416696
I am rejecting this response because:the permit is still open and the inspector had to return to the property. So basically, youre still an open case
Sincerely,
************************************Business Response
Date: 11/07/2023
November 7th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************************* /BBB Complaint # ********
Dear ***************,
We acknowledge the receipt of the rebuttal for Better Business Bureau Consumer Complaint # ********
Home Depot has carefully reviewed and investigated this matter. In order to resolve your concerns, Home Depot agrees to the following:
Home Depot does not perform structural work on any project; therefore, we agree to allow you to engage a contractor of your choice at your expense to replace the wood headers that are damaged due to preexisting termite infestation (Wood Header Restoration).
Home Depot will provide you with a courtesy gesture to remove the existing windows and reinstall back at no additional cost once you have addressed the Wood Header Restoration.
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 ************** Executive Escalations Team
Case: 30728104Customer Answer
Date: 11/09/2023
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:11/17/2022
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 went into Home Depot and with my pro card bought a new fridge for my parents. Spending over 2k. I then proceeded to the front after and chose to by various gift cards for the less fortunate like I do every Xmas. When I went to pay for the items they asked for my ID and my Card. They advised it was their policy. However, no signs were displayed! I have never been so offended in my life. I felt attacked and racially discriminated against. I felt this was because the white customers were not asked the same requirements! Just me and my wife. The fact that I am a well known comedian was even more insulting! The fee wasnt even over 500. I went to staples next who advised that is not their policy as well as ******** This is a disgusting display of racism! If you choose to have this as your policy place the signs around the store or at the check out to confirm this! I cant believe I spend that much money at Home Depot and donate to the needy and Im treated as if I was a common criminal! No wonder people are starting to go else where! I would like a formal apology. Because your employees at your ******* ** store cared less! This was and is completely racist behavior! Its 2022! Things have to change!Business Response
Date: 11/22/2022
November 22, 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.
After speaking with the customer, we were able to amicably agree to an electronic gift card of $300 for his experience in store.
The customer has accepted the electronic gift card and The Home Depot has resolved the customers issue. Case 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,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30728088Initial Complaint
Date:11/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a countertop install through Home Depot (HD) May 2022. HD contracted 3rd party to complete the install (Aug 2022). I didn't accept the installation; there is a noticeable dip and cracks void of adhesive where the countertop is jointed. The company reviewed photos of the counter and determined the solution was to remove more of the counter so that the seam would be less visible. I disagreed. They shouldn't remove material from my counter to hide their mistakes. I discovered by reading the Mfr's Fabrication Guidelines that the seam is NEVER to be installed over a dishwasher (where they put our seam.) This issue is more concerning than the poor workmanship noted above because the Fabrication Guidelines state the warranty will not apply to "damage caused by failure to follow procedures recommended in the application, fabrication and installation guidelines". Company offered 2 solutions:-Upgrade to quartz (2 color options)-30% off purchase price.Neither solution works for me. I selected the countertop I wanted installed and have backsplash selected that matches THAT countertop. I don't want to "upgrade" to 1 of 2 color choices. I also refuse to accept a product that is void of a warranty, even at 30% off. I have spoken with the store where I purchased the countertop and HD ************** I asked HD ****. Care a pointed question: Is the seam installed correctly per the Fabrication Guidelines? ******* refused to answer my question, and only stated "Please know that your feedback was expressed, and our installation is aware of your concerns. To help provide the best resolution, we can only offer the final resolution options that were provided" (Quartz/30% off). I asked for the contact info of her supervisor and have received no response. We notified HD of the incorrect seam placement at the end of Aug., asked them to remove the counters and refund money. Nov 16: we still have ugly, incorrectly installed counters and cannot cont. our remodeling project.Business Response
Date: 11/25/2022
November 25, 2022
Attn: *****************************
Customer Experience Specialist
**********************
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 has experienced regarding order ************ for countertop and installation.
The Home Depot has reviewed this case and reached out to all parties involved. Our District Services Manager offered the customer a full refund on 11/18. On 11/21 a Settlement and Release Agreement was sent to the customer offering to refund the countertop.
With that said, please note this matter will remain open in our office until we check back with our customer.
Please know that it is *********************** 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.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************Customer Answer
Date: 11/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:11/16/2022
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.
Nov 15 Im looking for Dcf899hb dewalt. I found one Home Depot.com for $218.88 but no inventory for more than 100 miles radius. I called online sales, around 9 am customer ********************** said new pallets are coming Nov 26 Same sales till end of the year. Nov 16 between 9-9:30 all the sudden Home Depot web site $259.00 False advertisingBusiness Response
Date: 11/18/2022
November 18, 2022
Attn: *****************************
Customer Experience Specialist
**********************
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 has experienced purchasing a DeWalt DCF899HB.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depots Online Executive Escalations Team has advised the customer that pricing is not fixed and there will be sales and price changes during the holiday season. We offered and customer accepted a gift card to make up for price differential.
With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.
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.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 30728136Customer Answer
Date: 11/18/2022
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:11/16/2022
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.
In February or March of 2022 I purchased a washer and dryer from Home Depot for severalbhundred dollars. I believe I received them in April. I contacted the ********* store to say I got the wrong washer and the dryer was dented. They said I could get a discount on the dryer and return the washer but pay more for the correct washer as it went up in price during the delivery delay. So I kept what I had. In June or before the washer broke down. Home depot said they do not stand behind or guarantee the appliances and to contact Home Depot Shipping services. Home Depot Shipping Services had me contact a certified repairman to fix the washer. I did. He replaced a circuit board and said it was my old house wiring. My electrician put in a new electrical box. A month goes by and it breaks again. I contact Home Depot Shipping services again. I request a replacement washer. They say only if they can't fix it and have me call a repairman. I guess they have opened work orders each time. The repairman ordered a new electric circuit board and later installed it and again and blamed the electricity. I said I had an electrician out and he said it wasn't my wiring. I havent had issues with any other alectrical appliance in the home. He recommended a surge protector which I put in immediately. This all took months. It was September by the time he installed it again. I was away until October 6. My parents let him into my home for the repair.Now my washer is making the same bad noises as when it broke, like it's breaking again and I can't reach Home Depot Shipping Services to have it looked at. I just get a busy signal and disconnect. I want a new washer. This one has been bad and my warranty runs out in February and I can't leave a message or anything.Business Response
Date: 11/23/2022
November 23, 2022
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
Re: *********************/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 partnered with the customer to select a new washer which was emailed to our Online Team. The order was place with an expected delivery date of 12/7/2022.
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: ********Initial Complaint
Date:11/16/2022
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 the carpet and Pad on 05/26/2022 from Home Depot this was to include install. ******************************* Total ********. Home Depot come out to my house previously and had the measurments for the order. Install was scheduled for 07/22/22 with **** Floors a subcontractor of the Home Depot. They arrived measured the rooms and stated they couldn't do the job and would not dispose of the old carpet because they were not given enough pad or carpet. I showed them the contract in which they were supposed to move furniture and remove and dispose of old carpet (which I did myself to be nice) the installer called **** Floors (he was a subcontractor of theirs) and then they called me. I told them that the Home Depot did the measure so they should have ordered the right carpet. She told me to call them which I did. They (Home Depot) told **** Floors to do one of the rooms and they would order the missing pad and carpet. The guy did the work when he was done he left. I went out to check my new carpet and found that my newly tiled fireplace was cracked , pad was missing and carpet was not ************ peoperly.I had a camera in that room and discovered the installer broke it and tried to glue it back together. I reported this to Home Depot and they filed a claim. Claim number *********** photos and video were provided I requested another install company come out and complete the the other room and fix the carpet that had been installed that request was denied. I had to wait for the carpet to be delivered. The install and carpet fix was schedule on 08/18/2022 they came and did not have enough pad and had to meet some in another town to pick it up. My husband was home and noticed after the fixed the carpet in the room and laid down the tact strip in the other room they had cracked several of our tiles he sent me video and photos which I took to the Home Depot manager that same day. ******************* (Home Depot manager) took in my complaint and said she would call and get this fixedBusiness Response
Date: 11/29/2022
November 29,2022
Attn: ***********************
Customer Experience Specialist
**********************
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 valued customer may have experienced while shopping with our company.
The Home Depot has reviewed this case. I have contacted our local store leadership team for review. We a currently in the process of assisting the customer.
With that *************************** does not consider this matter resolved and the service ticket shall remain open until the customers concerns have been addressed.
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.
Sincerely,
*********************
Home Depot *************
Executive Escalations Team
Phone# ************************
** Case#: ********Customer Answer
Date: 11/29/2022
Per the Home Depot this is to remain open until they can complete the reviewBusiness Response
Date: 12/02/2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ******************************************/BBB Case #:********
Dear ******:
We acknowledge the receipt of the BBB Case #********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case. Per the Service Partners that assist with this case, the issue has been resolved.
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,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********Customer Answer
Date: 01/05/2023
I had a previous BBB claim ******** where Home Depot settled with the refund amount. The refused to issue full refund in one check. The corporate office sent me a check and then my local store was to send the remaining 500 within 21 days of signed and received settlement. This has since past and both the store and the corp office is ghosting me. I have attached the settlement letter. The 21 days was 12/29/22 I called the store and *** on the night onsite manager acting as if had no idea what I was taking about. I forwarded the settlement letter and no response. I have also called the store and just get the run around or sent to voicemails.Business Response
Date: 01/10/2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ****************************************** / BBB Case #:********
Dear ******:
We acknowledge the receipt of the BBB Case #********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case. The customer has worked with the Specialty Assistant Store Manager to get the refund issued. The customer will receive the check within 14 days of approval. The customer has been made aware of whom to contact if there are additional questions pertaining to this matter.
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,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********Initial Complaint
Date:11/16/2022
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 purchased a product from you which is a total piece of junk. I had to return and replace it 3 times for the exact same issue - it breaks in the same spot every time. The final time that I attempted to return the item I was told that you would not return it because too much time had gone by. However, the only reason why that appears to be the case is that when I tried to return it before it was unable to be found on your store's computer. The store associates told me to try back at another time and that it was not appearing in the computer because it was out of stock or because it was an online order (I had the receipt and order number). I checked back multiple times both online and in-store and it was never back in stock. Now they are telling me too much time has gone by. Your company is a total disaster. Your products are cheap and of poor quality. This umbrella specifically has all bad reviews online and your customer ********************** is a joke. Maypex 10 ft. 360-Degree Rotating Aluminum Cantilever Solar Lighted Patio Umbrella in Tan Store SKU # ********** Internet # ********* Deliver To *********************** ************************************************** ************ Delivery Details Carrier: FDEG Tracking Number:280935828636 order number: WD9314759 Order Date: Feb 28 2022Business 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 online order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding his order. The Home Depot has investigated this matter and has approved to process a manual credit 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# ********Customer Answer
Date: 11/28/2022
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:11/16/2022
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.
Home Depot installed floors in our home that are popping up, this causing a tripping hazard to my family. They have been alerted of the problem but have no contacted us yo rectify the situation. This is the 3rd time these floors have been a problem due to incorrect installation or the poor quality of the product.Business Response
Date: 12/01/2022
November 30, 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 The Home Depot, company.
After further research this case was rebuttal under the wrong BBB case # the correct case for the flooring issue is BBB case#******** and the most recent update states replacement flooring was ordered, and the eta is December 12, 2022.
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,
*****************************
The Home Depot - Customer Care
Resolution Expediter- Executive Escalations
P: ********************
F: ************
SF# ********, ********
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