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
- 11,824 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:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depot Order WB20135900 I have had to replace the transformer to this grill 3 times. Keeps blowing. I have spent more than $400 for electrician to check it out. He determined there was not electrical issue on my side After the 3rd time i figured i must have a lemon.Called Home Depot and they said it was the vendors issue and call them. I called Cal-Flame and they said it wa home deopots issue as it had been under 90 days. Home Depot finally said they would replace the unit but are not giving viable options. This is a heavy big built in gas grill. I am 69 years old and i cannot just pull it out and lift it up and take it to the store I keep calling the .com number but when call goes to the resolution team they just disconnect me . Happened 2 times. 3rd time i spoke to ******* Home Depot resolutions team, *******, tells me that i have to buy a new $2500 unit and only when the defective one is returned with i receive credit. This is not acceptable
Business Response
Date: 11/21/2022
11/21/2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: *************************/BBB Complaint # ********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping 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 Online Executive assigned to our customers case has spoken with the customer and was able to agree on compensation to keep the appliance. Customer will be refunded to the original form of payment within 3-5 business days.
With that 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,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:11/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Nov 4: Visited Home Depot store ******************************************************* Nov 4: Employee created Order No ********* for a snow blower and I was charged on my home depot card for $2596.14. The snow blower was to be delivered at my home on Nov 7, 2022.Today is Nov 14 and my order seems to have been cancelled without any reason and I am still charged $2596.14.I called the credit department and the agent said I have to go back to the store to figure it out.I keep calling the store directly ************** for the last 7 days and no one ever picks up the phone.I need an executive to reach out for an explanation.Business Response
Date: 11/21/2022
November 21, 2022
Sent Via Email
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************************** / BBB Case #: 18402571
Dear ***************:
We acknowledge the receipt of the BBB Case #: 18402571
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding the delivery of his snow blower.
The Home Depot has reviewed this case.
We have reached out to our ****** Escalations Team to assist with the resolving the customer's issue.
We received a response the customer's delivery was successfully completed and the customer's concerns have been resolved.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #:30704099Customer Answer
Date: 11/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
Date:11/14/2022
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 27, 2022 I purchased a Kitchen makeover from HomeDepot. They will not give me an itemized receipt of a kitchen remodel. Started job but they are unable to complete job due to production issues. Factory is unable to make my countertops. I Asked for refund they were unwilling to do so, they keep stalling for more time. They will not tell me how much each item cost or labor cost associated with install. They will only give me a total of $22,706 which I have already paid in cash. I would like a refund of my money paid.Business Response
Date: 11/18/2022
November 18, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB CASE#: 18386636
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18386636
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Ms. ******** and The Home Depot have come to an agreement in which a refund has been processed.
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: ********Initial Complaint
Date:11/14/2022
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.
Ordered a Ryobi ONE+ 18V cordless 3 1/4 in Planner (tool only) with dust bag on 31 Oct 2022 to be Shipped To Store ( due to previous order lost by ***** & cost me time calling The Home Depot, my bank, and having ***** complete their investigation). Payment take by The Home Depot on 04 Nov 2022, item tracking reported expected delivery on 08 Nov 2022, tracking showed left ********** on 02 Nov 2022. Stopped at The Home Depot in *********, ** on 07 Nov 2022 and spoke with Customer ********************** who stated their delivery truck was due on 08 Nov 202 and it should be on that truck. Now tracking shows NO expected delivery dated and NO refund has been made. Did The Home Depot lose an entire truck, fail to submit my order yet took my payment, or has the shipping company lost MY item again. Requesting either the Ryobi cordless planner be delivered or my payment be refunded with NO more advertisement on this item being available.Business Response
Date: 11/29/2022
November 29, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE:*****************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions team contacted the customer:
Action(s) Taken 11/16/2022 -
No further actions are needed;close case.
We emailed the customer and advised them of our contact information and advised contacting us if she doesn't receive her new order by the *** of 11/21-11/25.
We discounted the sander 99% for the inconvenience ($61.48.)
We called ***************************** at **********. We declared her RYOBI ONE+ 18V Cordless 3-1/4 in. Planer (Tool Only) with Dust Bag lost in transit and placed a BOSS Reorder.
With that being said, The Home Depot considers the customers concerns met and this matter resolved in our office.
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,
********************
Executive Escalations
Phone:***********************
Fax:************
SF:30704044Customer Answer
Date: 12/01/2022
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:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a order online and selected delivery since my local store did not have in stock. I ***n receive a email stating order was cancelled, a few minutes after that I get ano***r email stating it would be delivered. I went onto your chat to see why it was canceled and ***y told me it was no longer in stock. Today I went back onto chat and asked if ***y could give me any discount codes for a new purchase I want to make since I was inconvenienced with my cancelled order. I was told normally ***y would but since it was ordered for "scheduled delivery" ***y wouldnt give me discount. This makes no sense. I ordered online and checked delivery since it was unavailable in store pickup and ship to home. Regardless how I ordered I did so online and choose a option that falsely made me believe you had it in stock. If employee hadnt told me ***y normally offer discount I would have been ok but since he did and now Im penalized of *** selection I chose it infuriates me. The site is very misleading and if a product is not in stock ***n why are you letting people waste ***ir time going thru *** who purchasing process? I ***n spoke to supervisor ******** that would not offer me any explanation except shooting me over *** "generic written policy". He did not seem concerned at all with my frustrations. Now days later I try to order a different product and see *** money from *** canceled order was never refunded back to my cc or gift card. I 1st texted as site mentioned you could do but ***y couldn't help me so I had to call next day. They went ahead and issued refunds. They said it should have automatically happened but did not, so glad I noticed it or would have maybe not received refunds back. I will keep a eye out to make sure it happens. Home Depot has failed over and over again with this transaction from beginning to end. What a waste of my time and all involvedBusiness 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 Escalation Team called and spoke with *********************************** on November 15th regarding her order #WB29558878. At this time, we offered **************** compensation,and she accepted the offer.
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:30703843Initial Complaint
Date:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We paid just under $******.00 for new windows over a year ago.Windows have been installed. Home Depot has had to order some new windows because of bad products, not once but twice now windows have shown up and are a mess because of pepper black stains inside the windows.They also have glue and coatings that are a mess all over the window.This has been going on for over a year.The other problem is so called customer ********************** representatives not getting back as promised.A rep named ***** -************ numerous times has promised to get back...nothing , i call back , she no longer works in that department, i get now call no show.She tells me another person will call me.They do , his name is *****-************, he promises me that he will get back today or tomorrow , that was a week ago.You would think that when you write a check for $ ****** dollars you would get some decent service and respect of a phone call.*****************************Business Response
Date: 11/21/2022
November 21, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *****************************/ BBB Case #: 18400586
Dear **************:
We acknowledge the receipt of the BBB Case #: 18400586
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Home Services team for their immediate attention and assistance with resolution. The team contacted the customer on 11/15/2022, and advised that their installation is scheduled to take place on Tuesday, 11/29/2022. The Services team will continue to provide updates to the customer as needed.
With that being said, this matter is still in progress and monitored until we reach a final resolution. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
The Home Depot -Customer Care
Resolution Expeditor - Executive Escalations
P: **********************
F: ************
Case #:30698373Customer Answer
Date: 11/24/2022
We have been contacted to put the windows in November 29th. This is the 3rd time for these windows. These 2 windows are 7feet x 6feet wide each , we hope that this is the last time. We also had the problem of our front door and the surrounding windows that was measured incorrectly and had to be replaced a 2nd time. This project with 40 windows, with 6 of the windows being almost 7ft x 6ft, in addition to 2 slider doors and the main front door and windows has been .......well...a failure. **********; has assured me there be compensation. Talk soon . ***** & Nancye **************;
Business Response
Date: 11/28/2022
November 28, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *****************************/ BBB Case #: 18400586
Dear **************:
We acknowledge the receipt of the BBB Case #: 18400586
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Home Services team for their immediate attention and assistance with resolution. The team advised the customer that their ****************** is scheduled to take place on Tuesday, 11/29/2022. Additionally, the team will be happy to discuss the appropriate means for compensation upon completion of the install. The Services team will continue to provide updates to the customer as needed.
With that being said, this matter is still in progress and monitored until we reach a final 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: ************
Case #: 30698373Initial Complaint
Date:11/14/2022
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 carpet installed dec 2022 and they didnt have the transitions for carpet for living area to dining and kitchen area, so the work wasnt completely finished at the time of installation...And we had called so many times to get this settle, always an excuse, or they don't have the transition and then. Almost a year now, and this still hasnt been completely.....Business Response
Date: 12/13/2022
December 13, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
RE: *************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The product to complete installation was ordered and delivered to the installation team. The customer is scheduled to be ********************** on 12/15/22. Once the material is installed, the installation will be completed for the customer.
Please know that it is *********************** goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:11/14/2022
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.
Have had nothing but issues with a refrigerator. I bought the extended warranty. On 10-6-2022 the refrigerator just stopped cooling I have contacted the warranty department everyday and still no repair not even a technician to call me. Was told one would be here on 10-8-2022 even contacted the warranty department that morning to confirm that one would be here. At 3:30 I got a text that said thank you for your patience we are looking for a repair service company. Today is 10-10-2022 and still haven't gotten a call to resolve this issue.Business Response
Date: 11/16/2022
November 16, 2022
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Case # ********
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
Our online team has reached out to the customer and customer has confirmed that ********************** call was completed and unit is now working properly.
With that being said, the customers concern has been addressed and case is 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,
PorchiaLassiter
Executive Escalations
Office: ***********************
Reference Number: 30698896Customer Answer
Date: 11/16/2022
Complaint: 18399424
I am rejecting this response because: I went 10 days without a refrigerator and every time I called I got the same explanation no technician available. 10 days is way to long to live out of a cooler for a family and when I was told the tech would be here 11/16/2022 so my husband took the day off then he gets a call the tech would be here 11/15/2022 so he has to call his boss back to get the day off changed. He works at a factory so its not just not a big deal. He makes $40.25 an hour and lost even more money besides the inconvenience. I dont see how they can justify 10 days without a refrigerator with a response it was now fixed. I have had seals replaced the entire door replaced all these times hes having to take off work. This refrigerator has been nothing but problems since I brought it home
Sincerely,
*************************Business Response
Date: 11/23/2022
November 23, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *****************************/BBB Case # ********
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
Our online team has contacted customer and offered a $500 gift card for the inconvenience. ******** accepted but requested an extension for his protection plan. Customer was advised by our online team that he would need to speak with warranty company, Asurion, to request an extension on his protection plan, but will get gift card via email.
With that being said, the customers concern has been addressed and this matter is closed in our office.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations
Office: ***********************
Reference Number: ********Customer Answer
Date: 11/23/2022
Complaint: 18399424
I am rejecting this response because: I would like to receive the gift card by mail and I was supposed to be getting reimbursed for all my food loss but havent heard anything back on that yet but it was supposed to be issued.
Sincerely,
*************************Business Response
Date: 11/29/2022
November 29, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: ***************************** /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depots Online Executive Escalations team has spoken with the customer about e gift card. Card has been cancelled, and a physical has been requested to be mailed out. It will take **** business for the customer to receive. Customer has been notified of this information.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:11/13/2022
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 bought a ** refrigerator from Home Depots website after lots of research. The refrigerator arrived as scheduled. After delivery I noticed it did not arrive with a folding shelf that was shown in the model picture on the website. I contacted the local Home Depot that delivered it. He contacted ** to get my shelf ordered. Said it would take **** days. I gave it a month. Called ** and they never shipped it because they were not provided the serial number. They then shipped it out so they said. It never arrived. I called back and ** reordered again. It arrived but does not fit my model. I in-line chatted with them and they sent the wrong shelf again. I spoke with the local store and they said I bought it from corporate Home Depot since I bought it online and they couldnt help. I contacted Home Depot corporate and they helped get another shelf orders. Arrived wrong again. I reached out to them again and they said to work with ** direct. I did that and they say my model does not have a folding shelf available. So back to Home Depot corporate. I chatted with them again and they now say I had 48 to bring up the issue and obviously that time lapsed so they cant do anything. I provided pictures of the model i purchased from their website showing the folding shelf. All they could say is 48 hours passed. Im out of luck but they will try to correct the website. What does that do me. Ive been working from day one trying to get this fixed and now I find out they are falsely advertising the model online and wont rectify my problem. I would like what is shown on the website that I purchased from. If its an upgraded model they should swap them out due to the false advertising. If they dont want to do that they can refund me my money. *** spent countless hours online chatting and on the phone between all 3 parties and all 3 blame the other. Ultimately I bought this from home depot.com so I believe they are responsible for finding resolution for my issue. Thank you.Business Response
Date: 11/23/2022
November 23, 2022
Sent Via Email
Attn. *****************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** and 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 ** refrigerator purchase.
Home Depot has carefully reviewed this matter and offers the following response. Online Executive Escalation Specialist *************************** contacted ** on 11/15/22 on behalf of **************** and an order was placed for a folding shelf. The *** of **** days was provided.
With that being said, The Home Depot does not consider this matter closed and will provide all updates.
Please know that The Home Depots goal is 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.
Sincerely,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact ******************************* at ext. ***** in my absence.
SF Case# ********Initial Complaint
Date:11/13/2022
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.
This correspondence is to describe our ongoing Home Depot dishwasher delivery and installation problems spanning nearly three months, six delivery appointments, four local store managers, and countless calls/visits to the local store and delivery hotline. At the time of this complaint, we have still not received a refund for an appliance that was returned over thirty days ago. This relatively simple appliance delivery and installation has been a customer ********************** disaster of mythic proportions and has illustrated the internal dysfunction of Home Depot to a degree we could have never imagined. My wife and I have taken off work on six separate occasions, called and visited the store multiple times to speak to managers, spent hours on the phone, documented damage to our dishwasher enclosure and two different dishwashers, and incurred credit card finance charges on a return that should have been processed in a week or two, not two months and counting. We would like to see a swift and definitive end to this transaction, beginning with an immediate refund for the Bosch return, which was charged on 8/28, and finally picked up on 10/13, and additional monetary payment for damages and finance charges. A cursory internet search turns up many complaints against Home Depot of the same nature and there is definitely a pattern that is concerning. Complaints have also been filed with the ********** of ***************************** ** Attorney General, GA Attorney General, and the Better Business Bureau for further investigation into Home Depots unfair, deceptive and abusive practices of taking advantage of consumers. Detailed notes attached to all parties.Business Response
Date: 11/25/2022
November 7, 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 *********************************** regarding his order # H6550-255190. Currently, there is an investigation going on with the delivery team. Once they conclude the investigation, a refund will be processed to *************
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (********* @*************************).
This matter is still in progress and monitored until we reach a final 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,
*********************
Executive Escalations
Phone: ***********************
Case:30691001Customer Answer
Date: 11/28/2022
Per your attached email from Home Depot Escalations Team, the refund we requested is still being withheld pending their internal investigation.
For the record, the appliance in question was picked by their own people over six weeks ago and still the refund is being withheld.
Apart from the refund, we had the appliance and our property damaged during installation which Home Depot has not addressed and this matter has been ongoing since the 28th of August.
Business Response
Date: 11/29/2022
November 25, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************
North Tower
Suite 900 **************************
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 *********************************** regarding his order # H6550-255190. Currently, there is an investigation going on with the delivery team. We provided ************ with an update and progress of the search on November 22nd. Once they conclude the investigation, a refund will be processed to the customer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (********* @ *************************).
This matter is still in progress and monitored until we reach a final 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,
*********************
Executive Escalations
Phone: ***********************
Case:30691001
Customer Answer
Date: 11/29/2022
Complaint: 18398304
I am rejecting this response because:
Per your attached email from Home Depot Escalations Team, the refund we requested is still being withheld pending their internal investigation.For the record, the appliance in question was picked by their own people over six weeks ago and still the refund is being withheld.
Apart from the refund, we had the appliance and our property damaged during installation which Home Depot has not addressed and this matter has been ongoing since the 28th of August.
Sincerely,
*******************************Business Response
Date: 12/06/2022
December 6, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ****************
North Tower
Suite 900 **************************
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 *********************************** regarding his order # H6550-255190. Currently, there is an investigation going on with the delivery team. We provided ************ with an update and progress of the search on November 22nd. Once they conclude the investigation, a refund will be processed to the customer. We will continue to update the customer accordingly,
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (********* @ *************************).
This matter is still in progress and monitored until we reach a final 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,
*********************
Executive Escalations
Phone: ***********************
Case:30691001
Customer Answer
Date: 12/06/2022
Complaint: 18398304
I am rejecting this response because:
Nothing is resolved nothing has changed, situation continues.
Sincerely,
*******************************Business Response
Date: 12/08/2022
December 8, 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 *********************************** regarding his order # H6550-255190 on December 8th. At this time, we advised the customer of the refund and provided out direct contact if further assistance is needed in this matter. The refund has been processed. Refunds typically reflect within **** business days, though this can vary based on bank processing times.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (********* @ ************************).
This matter is still in progress and monitored until we reach a final 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,
*********************
Executive Escalations
Phone: ***********************
Case:30691001Customer Answer
Date: 12/08/2022
Complaint: 18398304
I am rejecting this response because:Quote: "The Home Depot Online Escalation Team called and spoke *********************************** regarding his order # H6550-255190 on December 8th."
This did not happen.
We will revisit once the refund is received.
Sincerely,
*******************************Business Response
Date: 12/12/2022
December 12, 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. There was a refund processed on December 7th. Refunds typically reflect within **** business days, though this can vary based on bank processing times.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (********* @ ************************).
This matter is still in progress and monitored until we reach a final 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,
*********************
Executive Escalations
Phone: ***********************
Case:30691001Customer Answer
Date: 12/12/2022
Complaint: 18398304
I am rejecting this response because:The refund was indeed received a few days ago... nearly EIGHT WEEKS after the product was picked up by Home Depot.
Since then, all talk of additional compensation from Home Depot, initially suggested by them, has gone dark.
How about we look into closing this complaint when something changes.
Sincerely,
*******************************
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