Complaints

This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Home Depot has 1645 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Home Depot

  2455 Paces Ferry Rd SE # B # 3 Atlanta, GA 30339-1834

  
• 

  The Home Depot

  207 Kelsey Ln Ste G Tampa, FL 33619-4346

• 

  The Home Depot

  2925 Main Street SW Airdrie, AB T4B 3G5

• 

  The Home Depot

  1818 16 Ave NW Calgary, AB T2M 0L8

• 

  Home Depot

  115 E North Pointe Dr Salisbury, MD 21804-2283

The 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:Service or Repair Issues
  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.

  Flooring and Installation in a condo: * we purchased flooring with installation in September 2022 with the understanding the condo doesn't allow for remodeling to occur until November 1st through April. * Home Depot sent a person to inspect and give a quote for the flooring of our choice with full knowledge the flooring would be install over concrete. * Materials were delivered Friday, November 4th, with the crew starting on November 7th to installation *Crew ripped up flooring and then stated there was an area structurally defective (unlevel concrete) and they would not install flooring and they left the job site (after paying and under contract)-as experts in flooring we were given no support or options and left on our own to figure something out *I filed a complaint with corportate home depot without any response *Husband had taken a week off work to be available with project; Tuesday November 8th he hired a concrete expert to repair the concete at our expense * when Home depot was informed, they put the crew on another job and would not come back for another week *The concrete general contractor assured us it was level and said if they say it is not level (as 31 years in the business they are wrong)*Home Depot crew came back on Monday November 14 and now says it is too high and stil not level, and they left again * We have been yelled at and mistreated by ****** Home Depot with stating " we are the only one they have ever encountered with unlevel concrete" We have been told by the crew this is common. * We are not getting notice from our condo that the materials left by Home Depot shows "a lack of respect to the buiding" *we are not getting support from corporate home depot, ****** Home Depot, We are getting nasty grams from out condo....................all because we hired Home Depot to remodel floors *I know there are tons of loop holes in the contract, but we are undercontract and Home Depot is not working with us.*We have been left to figure solutio

  

  Business Response

  Date: 11/23/2022

  
  November 23, 2022,
  
  Attn:***********************, Trade Practice Specialist
  Customer Experience Specialist  
  Better Business Bureau  
  Serving Metro Atlanta, ****** & Northeast *******   
  235 ************************************* Tower, Suite 900  
  *******,** 30303  
  
  RE: ***********************/ BBB Case #:18405370
  
  Dear **************,
  
  We acknowledge the receipt of the *************** Consumer Complaint #: 18405370
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company. 
  
  The Home Depot has reviewed this case and we are actively working towards a resolution.We have gone to the customers home to do a final inspection of the flooring before installation and unfortunately, the customers floors are still not leveled so installation can be done.  The customer will be working with her contractor to have floors leveled so installation can be done.
  
  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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.  
  
  Sincerely, 
  
  ***************************
  Home Depot-Customer Care 
  Executive Escalations 
  Phone:***********************
  Fax:************
  SF Case# ********

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  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.

  Regarding Order #WP18278724. I tried to make a return on Saturday 11/12/22 at the Local HD. The store associate told me, their system was down & no return was being taken for now. I went back to HD store on Sunday, 11/13/22 & was told by another associate, the system won't accept the return and I need to do the return through HomeDepot.com customer **********************. I asked when it was my last day for the ************** told me it was Monday, 11/14/22 (one year from the the time I submitted the order). I called Homedepot.com customer ******************** twice on Sunday. the 1st call dropped when they answer my call. the 2nd call went through but the associate told me to call back later because their system was freezing up. So, I decide to call on Monday 11/14/22. the 1st call, the associate told me that return window expire on 11/13/22. I was trying to let her know that I was told different and according to the website, it says I order the items on 11/14/22 plus the store told me 11/14/22 as well. Ask for a supervisor, & the call dropped. I called again, the 2nd associate told me the same thing. I asked for a supervisor, was told there is no supervisor available & to call back later. I called the 3rd time, the call was dropped automatic & it send me to the survey questions. I called the 4th time & was told me my return window close on 11/13/22. I tried to explain my situation but he cut me short & said he will transfer my call to a supervisor, because they are the only one that could override the system for my return. I waited about 25 minutes & finally got a supervisor to help me. I explain to the supervisor my *************** told, there wasn't anything she could do because I passed the return window of one year from 11/13/22. I tried to explain to her, I was told 11/14/22 but she refuse to listen to me. The items are brand new in box, never use. I only want a full return to my HD credit card. please look at the *** attachment where it says 11/14/21 date of order & not 11/13/21. Thks

  

  Business Response

  Date: 11/25/2022

  November 25, 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 confirmed our customer has been issued a check. ********************** considers this matter resolved.
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
  
  Sincerely,
  
  *************************
  Home Depot
  The Home Depot- Customer Care
  Executive Escalations Team
  Phone: *************************
  SF Case# ********

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  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 contracted Home Depot for the installation of 14 windows in ****************. The installation was scheduled for 7/18/2022. The installers came around that date to put in the windows, but they were missing one window because of error of the salesman, ***********************************, in placing a change order several months before. The installers did not install one of the windows because they did not have it on the truck. I paid approx. $14,000 for this UNFINISHED job because ******************* (Installation) told me warranty would not begin.ALSO:-They installed a broken window. The pane/sash is cracked, and this nullifies any technology that is supposed to be insulating our home from the outside elements. I had to find this very obviously cracked window on my own, and report it to the installers. -They installed a ripped screen for an upper bedroom window, -They installed two other dysfunctional screens which fall down when you lift them up and let them go. The installers said they would replace these dysfunctional screens when they "return". I am disappointed in the product because of this, among other reasons. I would not have purchased these windows if ****** had showed me a sample window, or if the ** stores had the windows on display for customers. -They left without giving me the crank for the awning window (main floor, hallway). They told me it was scratched, and they would give it to me when they "return".Please understand that this is an inconvenience to my family. My father has since been put on hospice, and I may be moving him and selling his home soon.I cannot overemphasize how much this is inconveniencing my family situation at this point. I am very disappointed in Home Depot, the product, and the installation they outsourced to me.Ultimately, ******************* and ********************************************** at ** supplied me with the following supervisor: *************************, District Installation ******************* But he is unreliable and his voicemail box is always full.

  

  Business Response

  Date: 11/28/2022

  November 28,2022
  
  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. Our business partners HDIS has been handling this case as all information for it has been forward to the local branch office for review. In doing so, our HDIS team advised an assessment of was completed and we were able to re-order the parts. An eta will be provided to ****************** when it becomes available. ****************** also requested not to have the previous installers come back out to her home and our team will be providing a different installer.
  
  With that said,The Home Depot does not consider this matter resolved and the service ticket with our HDIS team 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# ************************
  SF Case#: ********

• Initial Complaint

  Date:11/14/2022

  Type:Delivery Issues
  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 ordered a tool chest for my home on 11/11/2022 for delivery on 11/12/2022. When the order arrived by the 3rd party carrier it arrived damaged because it was not a new tool chest, it was one covered in dust, dents, and chips out of the wood and the order was refused. I called the store that same day to say that i refused the order due to the damage. The store stated that once the carrier brought it back they would send another one for delivery on 11/14/2022. The morning of 11/14/2022 i called the store to see the delivery time and i was told that there was no delivery because the store never received the item back from the carrier and they were checking to see where it was. At 6pm on 11/14/2022 i called again for an update, i was told the store manager was looking into it. At this point this is 100% home depots issue and i the customer am being held hostage by their lack of communication. I asked for a new tool chest in box to be delivered but would not receive it until the old damaged one was back so I decided to cancel the order but was then told that the refund would be processed once the item was received back to the store which is 100% unacceptable as this was never delivered and is completely out of my hands. I am asking for a refund immediately before having to take this to the federal trade commission.

  

  Business Response

  Date: 11/17/2022

  November 17, 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 with our ****************************. 
  

  The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a store experience issue, we have forwarded this complaint over to our Store Leadership Team for further research. Our store leadership team contacted the customer and apologized for the inconvenience. The customer has received a new chest and was offered a gift card by the Home Depot int the amount of $150.00 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 customerspatronage 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
  P: ***********************
  SF# ********

• Initial Complaint

  Date:11/14/2022

  Type:Sales and Advertising Issues
  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 11/14/22 I contacted Home Depot to advise that two light fixtures in order WA94314517 stopped working. I was connected to agent ******. Agent ****** asked me questions that were personal in nature, not related to verifying my account, and not related to my order, nor related to my call. I advised her that I do not want to discuss personal matters and if she has an issue with that to transfer me to her supervisor. She then asked further questions. I asked to be transferred to her supervisor. Her supervisor advised me she saw my billing information, but not my delivery address. She also further stated she has to create a case and email information to the manufacturer. I would prefer a US based employee at Home Depot take over with my matter, because my interaction with the ******** agents was weird.

  

  Business Response

  Date: 11/15/2022

  
  November 15, 2022
  
  Attn: ***********************, Trade Practice Specialist
  Customer Experience Specialist   
  Better Business Bureau   
  Serving Metro Atlanta, ****** & Northeast *******    
  235 ************************************** Tower, Suite 900   
  *******, ** 30303   
  
  RE: *****************/ BBB Case #: ********
  
  Dear **************,  
  
  We acknowledge the receipt of the *************** Consumer Complaint #: ********
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customers may have experienced regarding their purchase with our company.  
  
  The Home Depot online Executive Escalations team has reviewed the customers order and has contacted the customer. We created a replacement order for the customers light fixtures. The customer was satisfied with the 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 should you have any additional questions or concerns.   
  
  Sincerely, 
  
  ***************************
  Home Depot-Customer Care  
  Executive Escalations  
  Phone: ***********************
  Fax: ************
  ** Case# ********
  

  Customer Answer

  Date: 11/15/2022

   
  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:11/14/2022

  Type:Delivery Issues
  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.

  Hello, I placed order WB28858809 with HomeDepot for three units of Vacuums. Tracking numbers are C12136807510059, C12136807510067 and C12136807510075 by Ontrac. All three shipments arrived. However, my colleague claimed C12136807510075 is hers. So after research, we found out HomeDepot shipped 1 unit with C12136807510075 and tell both me and my colleague that's the tracking. Please refer to the attachments(Order WB28858809 and W898704269). Please look into this issue and ship out a make up unit. Please let me know the new tracking. Thank you!

  

  Business Response

  Date: 11/15/2022

  November 15, 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 spoke with Mr. ******************** on November 15th regarding his order #WB28858809. At this time, we provided the customer with a tracking number and the delivery date for his online order.
  
  If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @*************************).
  
  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:30703878

  Customer Answer

  Date: 11/15/2022

   
  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:11/14/2022

  Type:Billing Issues
  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.

  Tried to pay account for 3 months was not successful. Called Home Depot response no account exist referred to customer ********************** transferred to CITI an agency handling the account it is a fraudulent account. The 3rd month and I got to make a payment and fill out some forms but they can't answer any of my questions and Home Depot is not my account card holder CITI is. I am confused because there are purchases on the account I did not make and CITI stated they don't see them. Something is going on. I am back at ******* when I suppose to be at ****** and that's a big difference. If you look at their previous bill it shows ****** now take ****** from that. My account number is *******************. My statements have a Home Depot Credit Services *********************************************** ****

  

  Business Response

  Date: 11/21/2022

  November 21, 2022
  
  Sent Via ************************************************************ Experience Specialist 
  ********************** 
  Serving Metro Atlanta, ****** & Northeast *******  
  235 ******************************* Tower, Suite 900 
  *******, ** 30303 
  
  RE: *******************************/BBB Case # ********
  
  Dear ***************:   
  
  We acknowledge the receipt of 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.  
  
  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: 30704124 

• Initial Complaint

  Date:11/14/2022

  Type:Delivery Issues
  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 am writing you for assistance, as I have not been able to contact anyone from your store or customer ********************** to assist me with a delivery issue. (Delivery # W899003310) that was supposed to be delivered TODAY 11/14/22 -@11:46 AM 11/14 home depot delivery showed up at my house and I requested he put them in the back of the house. The man did not appear to understand me so I repeated please put them in the back yard The man then got back in the truck and drove off! I then immediately I contacted the store immediately ( ********* ******* /****** store) and spoke with ****** who called the delivery companies manager and would call me back. She called and said the store had delivered it and she has a photo of delivery and then disconnected. I tried calling back immediately from and was never able to get through. I then called back and was transferred around and even to a manager that never picked up. Upon taking my dogs outside, I noticed the panels had been delivered to my neighbors yard. The older man is elderly and dying from cancer- I have no contact with him nor access to his property. I then contacted your customer and spoke with ******* for over 43 minutes! He was trying to reach the manager of the store, and when he came back to the line I asked it to be escalated as I am still having issues trying to get through. I asked for a reference ID and he told me he didnt have one and then transferred me to a *****. After going through all of it with him he then said Ok ill get online support on the line and then BLIND TRANSFERRED ME back to online support! So now there are 5 fence panels that I paid for delivered to the WRONG ADDRESS and I paid for shipping that wasnt shipped correctly. Please resolve this issue ASAP I am not able to reach the store and I myself am down wit the flu, I have no way to move the fence panels, or reach the store . Your customer ********************** is horrible. I am so disappointed and want to get this resolved A

  

  Business 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#:18402938 
  
  Dear *************, 

  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online order.

  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 on 11/15/2022 to acknowledge receipt of their complaint. On 11/16/2022, we attempted to contact the customer again via telephone/voicemail/email. On 11/17/2022, the customer confirmed they were able to retrieve their merchandise, and Home Depot provided compensation in the form of a markdown for the inconvenience and delivery issue.

  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. Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
  
  Sincerely, 
  
  ******** Sherrod 
  Executive Escalations  
  Phone: *********************** 
  Case: 30703744
   

  
  

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  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 a refrigerator 11/9/2022 and it was delivered 11/14/2022. They would not take away the old one. According to the checklist home depot gave it mentioned they would. This is where there's a standstill. Enclosed is the paperwork. Their phone number is ************

  

  Business Response

  Date: 11/15/2022

  November 15, 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 removal of their old refrigerator when their new purchase was delivered.  
  
  The Home Depot has carefully reviewed all information pertaining to this matter and the local store that the customer purchased the new appliance from is taking care of the matter 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.  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:11/14/2022

  Type:Product Issues
  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 sent me their contractor representative by the name of **** out for window. His approach was intimidating and strong, his demeanor was aggressive in saying you need to purchase now if you want your windows, and we can only put up a particular style of windows. He did not leave me with option and his approach was strong and rude, I just wanted him out my home at that point. He also said if I don't make a payment now, I will not get locked in for installation this year. So, I paid for my windows but with the intend to call in to Home Depot to file a complaint and have them send me someone else. I called back and complained and asked for Home Depot to send me someone else. They sent me ******* for my windows, he was very nice and explained to me I can select the windows I wanted, and he can place the orders for the windows I selected. I ordered more windows with this contractor. My 1st order was cancelled, and they have not refunded me for my first order. Then 2 days later I get a text from my **** asking me if I cancelled my 2nd order and I stated no I did not. Home Depot cancelled my 2nd order placed with **** and when I called him, he stated he did not know what was going on that he was in his way to the office and will call me back once he finds out what's going on. I have not spoken to **** since, the cancellation. After calling several times and asking for my 1st refund and reasons for the cancellations they could not give me one. I asked that they fix my order, in which I had to pay a third time to have them restart my order again. Home Depot has not provided me my new contract and the sales manager ******* does not return my calls. I requested my full refund back for both orders because no one is explaining anything. Every time I call and speak to the complaint department all they say is they are working on it. I've been waiting sine 9/12/22 for both refunds 1st $706.91 & 2nd for $827.75. I want my money, refund me, they are not returning my calls.

  

  Business Response

  Date: 12/15/2022

  December 14, 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 windows order and refund.
  Both orders have been successfully cancelled and refunded to the customers original payment method.
  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 # ********