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
- 11,841 total complaints in the last 3 years.
- 3,451 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:11/15/2022
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,
******* *****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 subfloor many times over the years at Home Depot, and they have always been good about returning excess materials. However, something has changed. I have had nothing but issues with this order WP33598279 from May 3rd, 2022. First, upon picking this backup in May, I noticed that at least 7 of them were damaged from the pallet they were shipped on. I immediately tried to return the damaged ones to my closer ** in ********, **. They said that I had to drive them back to ******* **, and that there was nothing they could do. I figured, oh well. I will just return them all when I am finish getting the subfloor installed. So last week, Nov 7 I had finished my subfloor, and packed up the car with all the subfloor (30 pieces), and drove back down to ** in *******. I brought in one piece of the subfloor, and they said they can return it, so I went back to the car to unload the other 29 pieces. (I didn't want to unload the car if they were going to having issues with the return). So, with all 30 pieces at the ** ******* return counter, they said they can't return them? Huh? Even the ones you guys gave me as damaged when I picked them backup in May. No, they said. Sorry sir, there is nothing we can do. Ok, now I am a little mad. I just unloaded my car because you said you can return them. They agreed to load them back into my car, but in doing so, they damaged my roof and the back sides of my interior of my car. Seriously, what is going on over at **. ** is my go to store, but if this can't be made right, I am going to go elsewhere.Business Response
Date: 11/28/2022
November 28, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *******************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their 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 processed a gift card for our customer. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********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:11/15/2022
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.
I the worst experience Ive ever had with a company. I had a botched AC unit installation from a Home Depot vendor last year and the customer care team and I agreed to restitution of $412.00 in a check that would be sent to me. It has been almost a year and the check has not once been sent to the proper location. I had been calling every month to resolve this and it still has not been received and every time, all they say is that theyre requesting an update and I never hear back. My order number is H15005-326710 and case number is ********. At this point, I want to *** and though I want to press criminal negligence charges upon them and see **** and the other parties that were supposed to resolve this claim a year ago punished severely, Ill have to settle for ordinary negligence charges. It is also absurdly hard to reach their legal departmentBusiness Response
Date: 11/17/2022
November 17, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: ***************/ BBB Complaint#: 18408182
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding this transaction.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. Home Depot contacted the customer to verify their mailing address. Once verified, a new check request was submitted and approved on 11/16/2022. The customer should receive their check via mail within 5-7 business days and Home Depot communicated all this to the customer via telephone/email on 11/16/2022.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please contact me.
Sincerely,
******** Sherrod
Executive Escalations
Phone: ***********************
Case: 30715438
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.
We had a hardwood install done with Home Depot in 2019. We did not have the master bedroom done at that time so we went in to have it done this year. We did not remember the wood at the time of order, so *** in flooring at Home Depot ******************************************************** said he would pull the wood from previous order H4660-67009, Plano ***** 3 1/4 x 3/4. He apparently ordered the wrong hardwood Gunstock 2 1/4 x 3/4 on new order H4660-153657 and nobody caught the mistake. The install was scheduled for 11/7/22 and the installers installed the wrong wood in our bedroom. We did not catch the mistake until the install neared completion and informed ****************** home office. The lead installer told us afterword that he thought the wood was incorrect because it did not match the wood in the adjoining room and it did not match the wood on his work order, Work order called for installing 3 1/4 board, but this discrepancy was never brought to anyone's attention. We even had a box of the Plano ***** 3 1/4 left over from the 2019 install which we put on top of the 19 boxes of new wood and still the installers did not question why these ***** were different. We went into Home Depot on 11/7/22 after this was done and spoke with *** and he acknowledged that a mistake was made. He found the correct wood at a nearby Home Depot and said he would contact the installers about getting the wood swapped out. We never heard from Home Depot the rest of the week, so we went back in Friday 11/11/22. At that time we spoke with several other people and they told us sorry, your stuck with what you got. Since we are planning to sell the home soon, we believe the different ***** look odd and will impact the sale. We would like the wrong wood removed and the correct wood installed.Business Response
Date: 12/15/2022
December 15, 2022
Sent Via EmailAttn: Ms. ********************************************* 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 while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved.
We received response stating the Home Depot **************** team has agreed to the reordering of the Customer's correct wood flooring and pending reschedule for the installation is underway.
The Customer has confirmed the flooring has arrived to the Home Store location and has been picked up, and a Installation schedule will be created soon.
With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!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.
Purchased carpet on July 28th 2022 from Home Depot in **********, ** with a 5 year warranty. They came out to install it on Aug. 16th 2022. 5 weeks after installing it the carpet it was showing visible signs of wear, I contacted Home Depot, someone came out to look at it and take photos. at that time they said they would call the manufacturer. which intern denied my claim. I have called them and went into the store to consult with someone about this several times sense then with no ***************** when I called I talked to ******* she said it was normal wear and that they weren't going to do anything about it. I also told her there was a tac strip sticking through the carpet that I had stepped on puncturing my toe. She said she would see if the installers would come and take that out. I said I would at least like to be compensated $350.00 She said they would give me $150.00 to go toward new carpet from Home Depot.Business Response
Date: 11/16/2022
November 16, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Complaint#:18403515
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Montrose Home Depot Store Manager contacted the customer on 11/16/2022 to discuss their concerns. The Montrose Store Manager and District Services Manager agree to provide the customer with a full refund for their carpet project via check. As Home Depot requires signed documentation before processing such transactions, we sent a Settlement and Release Agreement to the customer via the email associated with this complaint.Upon receipt of a signed copy of this Agreement, Home Depot stands ready to execute the agreed-upon refund.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please contact me.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30715505
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,
*************************Customer Answer
Date: 12/07/2022
I previously filled out a claim with the BBB and on November 16th I was told that the Home Depot would send me a full refund. I have not heard from them or received any check from them. Could you please check on this for me. Case # ******** Check amount should be $664.94 The amount I charged to my Home Depot credit card. Thank you so much! *************************Business Response
Date: 12/07/2022
December 7, 2022
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower,Suite 900
*******, ** 30303
RE: *************************/ BBB Complaint#: 18403515
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Montrose Home Depot Store Manager contacted the customer on 11/16/2022 to discuss their concerns. The Montrose Store Manager and District Services Manager agree to provide the customer with a full refund for their carpet project via check. As Home Depot requires signed documentation before processing such transactions,we sent a Settlement and Release Agreement to the customer via the email associated with this complaint. Upon receipt of a signed copy of this Agreement, Home Depot stands ready to execute the agreed-upon refund.
UPDATE: As previously stated, Home Depot agreed to provide a full refund via mail check. Home Depot requires a signed Settlement and Release Agreement before processing check requests. We sent an Agreement via email to the Hotmail account associated with this complaint on November 16, 2022. To date, the customer has yet to return a signed copy. Home Depot sent another Agreement via email to the customers Hotmail address on 12/7/2022. A physical copy will also be sent to the customers address, as listed on the complaint. Upon receipt of their signed Agreement, Home Depot will issue the agreed-upon refund; however, we are unable to move forward otherwise.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please contact me.
Sincerely,
*******************************
Executive Escalations
Phone:***********************
Case: 30715505
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.
We bought new appliances from Home Depot that where delivered on Sept 7th 2022. 3 appliances in all but only the combination double wall oven had a problem. The upper door on the wall oven was shattered on delivery-right out of the box. It was only the outer glass with the inner glass in tact-see picture. We called Home Depot that day before installing. They said that it would take 3 months to get a whole new appliance but they could get us a new door replacement in a matter of a week or two if we wanted to keep it and install it-they would get us a door replacement coming. We did the install but never received the door. We spent countless hours on the phone with Home Depot and ** over the course of the last 2 -1/2 months getting the run around from everyone along the way. We finally received a door today and it was the wrong door! They sent us the bottom door. We contacted Home Depot who in turn transferred us to ** who in turn transferred us to a place to order a door today. Another 2 hours on the phone and again back to square one. This situation is unacceptable for a brand new appliance and it would have never been installed but for the Home Depot reassuring us that it would not be a problem to get the door replaced. All we are looking for is what we paid for and were promised on the day of delivery- a new upper door for our brand new $3000+ double oven!Business Response
Date: 11/28/2022
November 28, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding her order. The Home Depot has investigated this matter and has processed a manual check 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: *************************
** Case# ********Customer Answer
Date: 12/05/2022
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 June 10, 2022, I signed an agreement with Home Depot (***********************, Prin Des Consult, **************************************** to do a complete renovation of the kitchen in my condo.I was required to pay in full for the work - $18,108.85 - in order to initiate the installation of new cabinets, countertops, sink and backsplash.As of now - 21+ weeks later - all that has been installed is approx. half the cabinets.My kitchen/condo is in a state of disarray, and I have not been given any projected schedule for completion.The Home Depot Installation Coordinator ************************* (HD Installation Services (HDIS) *****************, ****************************************** has now informed me that Home Depot cannot provide the sink contracted for 21+ weeks ago and has offered a cheaper and cheaper looking sink (bait and switch?). I need to locate, purchase and deliver the sink I paid Home Depot for 21+ weeks ago before any work can proceed.I have not been given any indication that Home Depot has any intention of completing the project discussed, agreed to (Agreement attached) and paid for in full June 10, 2022 - not from the Sales Manager ********************* *************, *************************************** or the "St ********************* Office" (no name) at **************, ************************************** I consider Home Depot's complete failure to follow through on executing the work discussed, contracted for and paid for in full to be unprofessional and worse.I am running out of time to get this work done before I have to begin scheduled travel the 1st week in Dec.I require assistance to elicit a meaningful response from Home Depot re: completion of the work contracted and paid for in full 5+ months ago.Business Response
Date: 12/08/2022
December 8, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *****************************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their Cabinet Make-over Installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The team is actively working toward the customers resolution and will be executed upon his return in Mid-April 2023.
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 Executive Escalations
P: ********************
F: ************
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.
On September 9th 2022 I ordered 4 ******** windows thru Home Depot because that's the only way ******** will do an order. I am a building contractor. I paid with a credit card for the windows. The price for the windows and screens was *******. The windows were estimated to be delivered on November 3rd 2022. That date has come and gone and then I was given a date of November the 10th as the delivery date. That date has also come and gone and so I call the store manager this morning and he's supposed to look into where the windows are and let me know, I tried calling ******** to find my windows but they tell me to call Home Depot. I'm tired of the run around I am getting from Home Depot and just want to know where my windows are. From the start Home Depot had the delivery address and phone number wrong on the order and I've tried 3 times to get that straightened out. I have already paid for the windows. Home Depot has not tried to solve the problem. I just get the run around from them. These are special order windows so they cannot be returned if we ever get them. The order number is ********. The confirmation number is 2211282.Thank you for your time.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 corrected the customers phone number and reordered the correct size windows. The Home Depot offered a gift card in the amount of $385 to compensate for the restock fee.
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# ********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.
I purchase a washer/dryer combo from Home Depot on October 19th and it was delivered to us on Oct. 26th.Because I was caught up with every day life, I open the package on Sunday, only to find out that there was a huge dent on the top of the dryer. I contacted Home Depot on Oct 29th, only to hear back from them that I had to report the problem within 48 hours! Not everyone has time to install the laundry and dryer with 48 hours as it involves uninstalling existing laundry machines, moving them out of the space and putting the new one back in. 48 hour window is VERY UNREASONABLE and I was shocked at inflexibility of Home Depot to address the issue. They kept diverting the issue to ******* as per them, it is "outside of grace ******* which is very ridiculous. If you are going to sell these machines, you need to have better provisions and more reliable delivery. You delivering a defective protected all covered (I wouldn't even have been able to discover the damage as it was covered on paper) and saying you can't do anything because it pass 48 hour windows is absolutely unprofessional.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 Complaint#:18405867
Dear *************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliances.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team contacted the customer via email on 11/15/2022 to acknowledge receipt of their complaint and request photos of the dryer.
After receiving customer photos, on 11/16/2022, Home ********************** contacted the manufacturer, ******** to request a replacement. Unfortunately,Samsung denied a replacement dryer due to the 48-hour return window policy.However, Home Depot offered compensation and a damage allowance, and the customer accepted the offer. The Online Executive Escalations team provided a credit to the customers order and an additional gift card in place of the replacement appliance.Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (***** @*************************). With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30710116
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