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:11/16/2022
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 2015 converted my home from oil to gas. I felt it was best to go with Home Depot since I have such a long good history with this company. I have store Credit cards with Home Depot and have used them for many of my home renovations. Home Depot had my full trust in the process.On 08/20/2015 I made a contract with Home Depot for a new installation of a gas unit in my home. I initially thought the company (Home Depot) will be the one in charge of the installation, in 10/2015 Home Depot subcontracted Holebrook heating for the installation. The installation of a Lennox unit was done and was done horribly, and that honestly is an understatement. The unit would not heat my home, it would not surpass a certain level of my home with the heat, and the pipe installation was horrendous. I called Home Depot multiple times, corporate, and got transferred from store to store with no resolutions. I ended up having to write a formal letter to corporate and ***************************. On 11/2015 Home Depot sent an inspector to evaluate the job that Holebrook Heating did and they sent Holebrook back to my residents to fix the problem. After getting my unit serviced throughout the years I have had issues with the unit to which Holebroke has come back to my home multiple times. These problems continued throughout the years with no real resolution from Home Depot or Holebrooke Heating.Fast forwarding to October 2021, I started my heating unit for the winter of 2021 and it did not work and still hasn't worked. the company pro-energy solution has company to my home over 31 times because home depot sold me a horrible unit. all my birds have died & my kids have not had any heat since April 2021. my pipes have burst and ruined my kitchen. this animal, child, and elderly abuse. I have reach out to home depot via mail email phone calls and any which possible. I'm disgusted wi how I am treated. I spent over 10k for this unit and I have struggled since the worse decision in my life. I need a new unit!
Business Response
Date: 12/16/2022
December 16, 2022
Sent Via Email
Attn:***********************
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 HVAC System.
We have apologized to the customer for their inconvenience regarding their HVAC. We are currently working with the customer and will be using a new ********************** provider to assess all the system issues. We will be continuously working with the customer until it is completed to the customers satisfaction.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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
Executive Escalations Team Phone:
*************************
SF Case # ********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.
been charge for things i return to store or never pick up called home depot credit card rep on 11/16/2022 which could not do anything for me was told had to contact store which i did as well got the go around disconnect called back no one pick up orders numbers are Wp45206256 9/6/2022 return to store Wp ******** 10/20/2022 returned to store Wp ******** 10/21/2022 i am requesting to get this cleared and the charges off my accountBusiness 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 *************************************** **************:
We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her online refunds.
The Home Depot has carefully reviewed and investigated this matter,andour online team has advised the customer that all refunds have been submitted. They provided the customer with information on the refund process and timeframe.
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: 30721641Initial 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 availed a promo on Home Depot to open Credit Card account and get $50 off first $300 purchase. I went ahead and ordered an item but had to cancel and needed to order a new one. I was not able to use the promo and when contacting there multiple departments got different statements from each of them without any resolution to the issue.I opened this new account to avail this offer and technically I am trying to place my first order using that account to avail that offer. I am looking for a resolution on this issue as they are just rolling the ***** in each other's court and not taking responsibility to resolve or fix this.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 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 Citibank, the customer will receive a response directly from them within 10 business days.
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
Phone:************** Ext. 85774
Fax: **************
Case: ********Initial Complaint
Date:11/15/2022
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.
Requested Home Depot for "furance start and stop repair" and tune-up service at Nov 8, 2022, and got comfirmed that their authorized service provider, ARS/****** "will call w/n 24 hours and schedule, free in-home consultaton" through the email/text at 5:58pm. Next day, ARS emailed and said the technician, ******* St. ****** was on the way at 8:44am. They showed up at around 9:30am ( from my neighbor's security camera ). The technician DID NOT let me know when they showed up at my house, they drove staight to the back of my house, intruded into my basement and started the work! At around 9:45am, I was shocked to find out they went into my house without permission. I stopped them as they were moving more tools from the van to my basement and talked to the technician ***, he told me the oil control needs to replace, and I noticed my old oil controller was already removed. At 11:20am, I came to check with them, *** told me all set and ready for the paperwork. Ten minutes later, brought back a tablet and asked me to sign on the boxes from the screen and pay $882. I asked him to show me how much for the parts and labor from the Tablet, *** refused to show me and said the Tablet would not have that information. I asked how much for that new oil control, he said it was about $400 ( it is not HomeDepot supported brand and cost $50 on ***** I asked how much for the service of tune-up, he said $297. I was shocked that it is not the same price on Home Depot's home page, Fall Tune Up Promotion. *** insisted that I pay him first, he explained that he could not do anything by his end and he needed me to pay him at that time, he would call HomeDepot and would give me back credit to my card later. I paid him by my credit card and asked him for the receipt, he said will email me within 20 minutes. I waited till 1pm, did not receive any emails from HomeDepot or ARS. I called customer **********************, spend 30 minutes and they never gave me a solution.Business Response
Date: 11/29/2022
November 29th, 2022
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: ***************** /BBB (Better Business Bureau) Complaint#:18410348
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their Tune Up service
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Refunded the difference in price. With that being said, we consider this 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 if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Customer Answer
Date: 12/06/2022
Complaint: 18410348
I am rejecting this response because:1. The complaint was not just about the tune up service.
The Technician intruded into my house without letting me know.
That was unprofessional and completely illegal.
2. The price charged for the Oil Primary Control was way too high from the market, $85 in Home depot, they charged $400.
3. The case is still under investigation, not anywhere close to "closed case".
Sincerely,
*****************Initial Complaint
Date:11/15/2022
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 refrigerator from a local Home Depot and was told that if I found any cosmetic blemishes and called the store within 48 hours of delivery, I could get a replacement quickly and easily. The refrigerator was delivered on 11/14/2022. It has dents and scratches on it so I called the store today (11/15/2022). The store said I had to call **************. I called that number and was told they could schedule a pickup for the one I have, but have no idea when they'd be able to deliver a replacement. Obviously, this isn't acceptable. They then told me that they would send me a check for ~$140. I called the store back and the manager states that I accepted the ~$140 as resolution to the problem. I said no, this is not correct. The manager then told me that he would talk to someone to try to clear that up and get a proper resolution. He called me back at around 3:30pm and said that someone would call me in the next couple hours to resolve the issue. No return call ever happened on 11/15/2022. I am incredibly upset with this situation. If I was to purchase this item open-box from a competing retailer (Best Buy), it would cost $996.39 (including MI sales tax) in this condition. I paid $1715.08 (including MI sales tax). That is a vast difference in value. I know I did not purchase the item at Best Buy, but they are the best source I can find to see what the actual value of the refrigerator is so I am using them as a source. I have included screenshots and will include a link to the website, as well. At this point, I am tired of getting the run around, lies, and false promises so all I want is to pay a fair price for what I got. Therefore all I want is a refund for ($1715.08 - $996.39 =) $718.69.Home Depot Order Number: H2770-125683 Exact same refrigerator on Best Buy site:https://www.bestbuy.com/site/lg-25-5-cu-ft-bottom-freezer-refrigerator-with-ice-maker-stainless-steel/6395330.p?skuId=6395330Business Response
Date: 11/21/2022
November 21, 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. We have reached an agreement with the customer and provided an amicable solution. The customer is happy with the outcome.
With that being said, The Home Depot 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 absenceCustomer Answer
Date: 11/22/2022
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:11/15/2022
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.
Bought a GE Induction range at Home Depot which went on sale at Best Buy within 30 days of purchase/delivery, resulting in a price drop of $398.01. Chatted with Home Depot to get a price match and was denied because the price drop was too large. Attached is a copy of the chat, where I included a screenshot of the Best Buy item added to my cart for delivery which I will also attach. And a copy of invoice from Home Depot purchase. They previously matched a drop to **** so the price match would be $398.01+tax. I would like the $398.01+tax returned to home depot card used for purchase.Business Response
Date: 11/23/2022
November 23, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation Team called and emailed ******************************* on November 16th regarding his order #WP48986903. At this time, there was a markdown applied to the order.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Cambria @ *************************).
With that said, we have addressed the customers concern and consider 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,
*********************
Executive Escalations
Phone: ***********************
Case:30716744Customer 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:11/15/2022
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 October 7th, 2022, I purchased a Bosch dishwasher from Home Depot online in the amount of $1645.06.scheduled for installation on Oct 17th. When installers got here, they could not install due to a drawer being between the dishwasher spot and the sink. They told me I needed to order a drain extension kit (they gave me exact link) and rescheduled me for the following Monday, October 24th- exactly one week later.On October 24th, no one showed up. I called Home Depot and they said the 3rd party installer cancelled the appt with no notice, citing unable to install due to liability of moving drawers in kitchen. At that point, we had to hire a plumber for $350 to install. He installed it on Tuesday, October 25th.I tried to run the first load of dishes that evening, and after 40 mins got an error code E:15 which indicated a leak. He came back Oct 27th and discovered a leak but it wasnt the water line or drain and said it was likely faulty. I called Home Depot that day and their appliance **** said since jr was within 48 hours of install - it was eligible for return/replacement. I didnt hear back from them and called again the following week and they finally called ***** to initiate the replacement. ***** sent a repair guy to confirm it was faulty. He came out nov 7 and confirmed unrepairable. He sent confirmation and photos to Bosch. I was told Id be contacted within 48 hours by Home Depot or Bosch for replacement schedule. I couldnt get ahold of anyone for a full week. Unanswered emails and unreturned phone calls.Nov 14th I finally got ahold of ***** who said they didnt get photos and need to investigate and it could be several months for replacement.I contacted Home Depot by phone and email saying Id like to exercise the refund since I notified them within 48 hours of install. Manager said we had to wait for *****. I would like a return and they can then work with *****. I want my $1645.06 refunded. Thank you.Business Response
Date: 11/21/2022
November 21, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
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 and offers the following resolution. The Home Depot partnered with our Online Executive Team, who spoke to the customer to advise of the manual check for cost difference. The dishwasher had been marked down so the vendor is buying back the unit at the marked down price. We sent a manual check for the difference to the customer.
With that being said, ********************** 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 - ************* Resolution Expeditor- Executive Escalations
P: *********************** Case #: 30716713
Initial Complaint
Date:11/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Deceptive practices for warranty. Warranty states effective date as 11/9/22 for full coverage. Filed a claim, told extended warranty only covers item after manufacturer warranty. Coverage states guaranteed repair within 2-3 days or eligible to receive $50 payment. Manufacturer cannot repair for 8 days. No where does it mention that the $50 payment only applies to Home Depot service. Also, I paid for a 5 year plan but only receiving 4 years of coverage.Business Response
Date: 11/18/2022
November 18, 2022
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: *****************************/BBB (Better Business Bureau) Complaint#:18410323
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their warranty on their appliance.
The Home Depot carefully reviewed and investigated this matter. We have offered a $50 Gift card for the misunderstanding, and we will follow up on 11/23/22 to make sure the unit was repaired
with that 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# ********Initial Complaint
Date:11/15/2022
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.
On 11/15/22, at 7:34 a.m., I telephoned the Home Depot on ************** and spoke with an associate whom I will not name because I dont want them to get into trouble. If their name is needed, I am willing to provide it.I advised the associate that one of my bathroom vanity lights with LED lightbulbs (40-Watt Equivalent 4-********* Rubbed Bronze Integrated LED Vanity Light with Etched Glass) in my home was flickering and not working properly. I also mentioned to them that I purchased the home in 2019 from the previous owner, who was a general contractor, and he remodeled the entire home with all new appliances and fixtures. For warranty purposes, it should be noted that the previous owner initially listed the home for sale on December 27, 2018, took it off the market, then relisted it again on January 24, 2019. Even if the previous owner purchased the vanity light in 2018, the manufactures warranty is 5 years and doesnt expire until December 2023. The associate advised me that I could bring down the defective vanity light and tell the other associate who would be helping me that I purchased the home from a previous owner, and to ask for a replacement. When I took the vanity light down today on November 15, 2022, I was met with resistance as the associate who was helping me wanted a receipt for the vanity light. The vanity light is solely manufactured by Home Depot and it was purchased between 2018 and 2019, and because it has a 5-year warranty, I really cant understand why theyre not honoring their warranty and needing a receipt? The previous owner purchased so many items from Home Depot when he remodeled the home and spent thousands of dollars, so I cant see why theyre being so ***** in not honoring and replacing a $155.00 vanity light?!Business Response
Date: 11/16/2022
November 16, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 Peachtree *******************************************************************;
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 regarding their purchase of merchandise from our store.
The Home Depot has carefully reviewed all information pertaining to this matter. The customer was contacted by phone and offered an electronic gift card by the Home Depot in the amount of $200.00 (Two Hundred Dollars and Zero cents) for the inconvenience and he accepted.
With that being said, The Home Depot has addressed our customers complaint., and we now consider 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 contact me if you have any questions.
Sincerely,
***********************
Executive Escalations Team
Phone:***********************
Fax: ************
Reference Number ********Customer Answer
Date: 11/16/2022
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:11/15/2022
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.
My husband and I went to our local Home Depot store to purchase a refrigerator and stove on 11/6/22. The purchase and delivery of the stove (HO881-243987) went through fine but the refrigerator (HO881-243986) did not. The sales associate entered a refrigerator had us sign and check if our address and delivery date was correct but that was it. It wasnt until the delivery day (11/11/22) when the men moved my old fridge into my garage and then brought in the wrong fridge. I called the number *************) on the paperwork that was told to me to call within 48 hours if I had any issues so I called that number the same day. I spoke to a very helpful woman who called the manufacturer to set up a pickup date for the fridge that had just been delivered and she called my local HD store to speak to the manager to tell him what the issue was as well. The manager of appliances called me back, didnt apologize, but just entered my order for the correct fridge (HO881-244588). The incorrect fridge was picked up today (11/15/22) and my correct fridge was supposed to be delivered tomorrow (11/16/22) but I received an unfortunate phone call stating the fridge has been placed on back order and now wont be delivered until 12/12/22. Now my husband and I have to go up and down our basement stairs to our old fridge in order to get food & drinks for almost a month. This comes with no apology, no discount, no nothing. This had been an awful experience with Home Depot. Buyers beware!Business Response
Date: 11/17/2022
November 17, 2022
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: *************************/BBB (Better Business Bureau) Complaint#:18409568
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order.
The Home Depot is carefully reviewing and investigating this matter. We do not consider this case closed. Appliances are set to deliver on December 12, 2022. We will follow back up at that time once we have a clear resolution.
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. I have been keeping in contact with ********************************* in Executive Escalations Support so I hope to work this out through her.
Sincerely,
******* *****
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