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Business Profile

Building Materials

The Home Depot

Complaints

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

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The Home Depot has 1644 locations, listed below.

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    Customer Complaints Summary

    • 12,105 total complaints in the last 3 years.
    • 3,487 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/02/2022

      Type:Service or Repair 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.
      I purchased a steel door and frame with Oak moulding October 21, ****. After numerous telephone calls, the crew attempted to install the door and frame. I was very unsatisfied with the job. White caulking was on my rough sawn cedar siding, I told the crew I had purchased an upgrade on the frame which they denied and stated this is what I ordered, the frame and door left openings to the outdoor environment, the door was not square to the opening, ******** boss came out and attempted to caulk the opening but unfortunately as I later found out, the caulk was not compatible with the stain I've been using on a scheduled program for over 20 years and when I removed the caulking still on the siding and moulding, and restained the siding, the caulking became very sticky. There is still a lot of caulking on the moulding. I spent over 6 hours on a a small portion of one side of the moulding and there is still a lot of work left. I sent over 20 pictures to Home Depot showing the poor quality of the work performed. If that wasn't enough, I didn't get the *** moulding I paid for. The moulding they installed is a soft, poor quality pine. I opened a construction complaint with "*****" on August 3, 2022, and documented my complaint with numerous photos and reasons why I was not happy. I finally was connected with ***** and after more correspondence, he told me he was sending out an unbiased man to inspect the job. The unbiased (Department Supervisor!) arrived and looked at my job. He kept telling me "this is the new norm". He said if I wanted a better frame, I should have ordered one (which I had). As to the PRIMED soft poorly constructed frame, he told me I'd have to repair, sand it down, re-prime it, and paint the frame...this is the new norm. It's getting closer to freezing and this has to be fixed, primed and painted before it freezes. I had an ordered showing I ordered ***. Who substituted? Why do companies treat senior women this why?

      Business Response

      Date: 09/06/2022

      Customer ***************************** came to us with several issues she was having with the door she purchased and had installed through The Home Depot. Our installers went back out to her house several times to try and rectify the issues, and we sent one of our supervisors from the store to inspect and assess the situation. This particular supervisor has extensive knowledge of doors, both product-wise and installation. His assessment of the door and install concluded there were certainly some issues we could make right, but many of the things she was concerned about were typical of the door she ordered, and he explained this to the customer. **************** then came into the store to speak to our Store Manager, because she was unhappy with any answers she was getting from anyone else. At the end of the conversation, she accepted his offer of trim pieces to fix one issue, and also $200 compensation so she could hire another contractor to install the trim pieces, as she was not wanting to work further with our installers. Our manager told her we would get back to her within 48 hours with how we were going to get this resolved, and while our team was on the phone trying to co-ordinate with the vendor and installers, she sent an e-mail claiming we were approaching 50 hours and she was upset no one had contacted her. At this point, as we believe she will not be satisfied with how the store, or installers can help her, we have contacted the customer with a final solution, and are awaiting her response. 

      Here is the solution we provided:

      A new door frame would be ordered for the door from the manufacturer that produced it (******** Doors) 
      We would supply new Oak casing for the interior trim. 
      We would supply stainable siding material to cover the caulking and any gaps around the outside of the door. 
      We will issue $500 back to you, so you can hire your own contractor to complete the door with the supplies ordered. 
      Please review this proposal and if it is agreeable to you, please reply to this email letting us know you have agreed. 
      Once your approval is received, we will get the ball rolling by getting the frame ordered and the remainder of the supplies gathered. We will then have them delivered to you upon arrival of the frame. 
      We will touch base with you once we receive the *** of the frame and continue to follow up with the vendor and you as we go. 
      We will wait to hear from you to proceed with the ordering.  

      Customer Answer

      Date: 09/06/2022

      Today I received a telephone call from ***** with an apology for not getting back to me sooner.  After reading her correspondence, I sent the following follow-up: 

      Thanks for the prompt response.

      *****, I don't see anything about the exterior casing that is covered in all the caulking. I understood that exterior was to be an OAK casing.  I do not need oak for the interior trim but I want something that will not split as it has now.    I do not want another poor quality pine frame.   This is on the outside of my house...not some barn or shed.  

      Per my note to ****** on September 1, :

      "The material above the top of the hinge on the hinge jamb has a crack.  I didn't see that before and am wondering if the steel door is too heavy for the material used or whether the hinge was incorrectly installed." 

      Please spell out exactly what the frame will be made out of, both inside and outside. "

      I am waiting for ***** to get back to me.  I will evaluate her response at that time with a contractor who has corrected these problems prior to this particular one.

       

       

       

      Business Response

      Date: 09/13/2022

      September 13, 2022

      Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **********************************************************************************************

      RE: ***************************** / BBB Case #: ********

      Dear ****************:We acknowledge the receipt of the BBB Case #: ********.

      On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.

      The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with the Store Team, who will provide the customer with $750.00 and she will resolve her remaining concerns on her own. I contacted the customer and advised to allow a few days to receive the funds. 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 - ************* Resolution Expeditor- Executive Escalations

      P: *********************** F: ************ Case #: 30017094

      Customer Answer

      Date: 10/17/2022

       
      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:09/02/2022

      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.
      This second time I have issues with the home depot location false advertisement. I purchased on Aug 31 2022 there is online has some type bogo promotion you buy one and setting to choose other items for free, which I placed my order, but second day I received a email it said my order has been cancelled for no reason and I already check the store both items are available, if you're unable to fulfill online order just don't do advertisement!

      Business Response

      Date: 09/14/2022

      September 14th, 2022

      Sent Via Email 
      Attn: Ms./Mrs. ***********************
      Customer Experience Specialist 
      ********************** 
      Serving Metro Atlanta, ****** & Northeast ******* 
      235 *********************** Tower, Suite 900 
      *******, ** 30303

      RE: ***************/  BBB Case #********

      Dear Ms./Mrs. ***********************:

      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. Because the issue is with a product on homedepot.com, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.

      We received response stating our Online Escalation team contacted Mr./************* in apology for their experience and offer of further assistance. 

      The Online Escalation team was not able to reach our customer directly, but provided contact information via email where customer may reach out at his convenience if assistance with this matter is still needed. 

      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
      Resolution Expeditor- Executive Escalations
      P: ********************
      F: ************
      SF#********

    • Initial Complaint

      Date:09/01/2022

      Type:Service or Repair 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.
      I am very upset because I had the Lifesmart LS350DX hot tub in my cart today for $2800 and now when I went to checkout it says $4400. I dont appreciate being tricked after I had to save up $2800 to buy it. Now it just says $4400 like it was never $2800. I do not appreciate being duped like this it was not easy to save up that much money to have in ripped away in a matter of minutes. I called the customer ********************** to figure out what happen and they said they couldnt explain what happen but if I would buy it today through them they would offer me 10% off of the $4400. First off that is insulting considering the price went up over $1500 and I already get 10% off for military discount made it even more frustrating. I have to say this really makes me want to never shop at homedepot again.

      Business Response

      Date: 09/07/2022

      September 7, 2022

      Attn: Ms. ************************************ Experience Specialist
      **********************
      Serving Metro Atlanta, ****** & Northeast ******* 
      ********************
      North Tower, Suite 900
      *******, ** 30303

      RE: *****************************/ BBB Case # ********

      Dear **************: 

      We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced shopping for a hot tub.

      The Home Depot has reviewed this case and reached out to all parties involved. The Home Depots Online Executive Escalations Team has reached out to the customer and offered to place the discounted order, but he had already purchased it through another website. We offered an electronic gift card for the inconvenience and the customer accepted. With that said, ********************** has addressed our customers complaint and considers this matter resolved.

      Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

      Best regards,
      ************************
      The Home Depot - Customer Care
      Resolution Expeditor- Executive Escalations
      P: ********************
      F: ************
      SF#: ********

      Customer Answer

      Date: 09/07/2022

       
      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:09/01/2022

      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.
      Placed an online order on August 23rd, 2022 for the amount of around ****.**, Ive received almost every part of my order expect the wood bunk bed. Tracking stood still for a few days and then finally updated. Yesterday, August 31 it was supposed to be delivered. Weve contacted the store, weve spoken to *** whom all of which keep giving us different information. Home Depot is stating its not supposed to be delivered until the 6-9 of September, *** is stating is was supposed to be today before 10 Am, then before ****, now it was 7. I called 7:25 and it was still not there. Home Depot is stating it should be there tomorrow before 7 PM. The item was less than 20 miles from me on Tuesday, I COULDVE JUST DROVE TO GET IT. I wouldve gotten it quicker than these people doing their jobs. I just want the item Im paying for. At this rate Ill have a credit card payment due before I even get the bunk bed.

      Business Response

      Date: 09/09/2022

      September 9, 2022

      Attn: Ms. ************************************ Experience Specialist
      **********************
      Serving Metro Atlanta, ****** & Northeast ******* 
      235 ************************* Tower, Suite 900
      *******, ** 30303

      RE: Kara ************************* Case # ******** 

      Dear **************: 

      We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding order ********** for bunk beds. 

      The Home Depot has reviewed this case and reached out to all parties involved. The Home Depots Online Executive Escalations Team has reached out to the customer to advise the product is not late; the estimated time of arrival to the store is 9/9/2022. On 9/9 we opened a claim with *** for the missing item. We offered the customer a refund and a gift card for the price difference and inconvenience to reorder. The customer accepted the offer.

      With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.

      Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

      Best regards,
      ************************
      The Home Depot - Customer Care
      Resolution Expeditor- Executive Escalations
      P: ********************
      F: ************
      SF#: 30012617

    • Initial Complaint

      Date:09/01/2022

      Type:Service or Repair 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 2/22/21 we bought a CuB Cadet riding mower and about three weeks ago it quit working. It has a bad transmission. The part to fix it is on back order with aETA of 10/1 but not guaranteed. With the supply chain like it is will it come at all. The warranty agent told me I would just have to wait for the part and he could not help me any further and to reach out to the local Home Depot. We did that today and told us once the mower left the store they werent able to help unless we had bought their in store extended warranty . They did not explain that the extended warranty is totally different from the manufacturers warranty. We did nothing wrong but now we will have to pay someone to cut our grass.

      Business Response

      Date: 09/12/2022

      September 12, 2022

      Attn: *****************************
      Customer Experience Specialist
      **********************
      Serving Metro Atlanta, ****** & Northeast ******* 
      235 ************************* Tower, Suite 900
      *******, ** 30303

      RE: ***********************/ BBB Case # ********

      Dear *****************************: 

      We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding order *********** for a Cub Cadet mower and Extended Protection Plan. 

      The Home Depot has reviewed this case and reached out to all parties involved. The Home Depots merchant team had a transmission expediated to the service center the riding mower is currently at. Tt is confirmed they have received the transmission. We also reached out to the customer, and she is good with this as a resolution.

      With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.

      Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

      Best regards,
      ************************
      The Home Depot - Customer Care
      Resolution Expeditor- Executive Escalations
      P: ********************
      F: ************
      SF#: ********

      Customer Answer

      Date: 09/12/2022

       
      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:09/01/2022

      Type:Service or Repair 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.
      First I placed an Order on 08/21/2022 for washer/Dryer H0629-265716 on the Delivery, it was uncovered that it was Two Dryers. where i Ordered 1 washer and 1 Dryer. again i ignore , thinking Human make mistake. and we cancelled and Reordered New order H0629-266396. this time it already been 21 days with out washer / dryer. on the day of delivery 09/01/22. they delivered the Unit but could not install. " seriously" even thought i already paid for everything and part. i called customer ********************** he was really nice and try to help me out, i was than transfer to the store (************************************************************ *****) to speak with ************** manager to see how he can help. from the moment he got on the phone you could tell from his tone of voice. that he want to defend his employee mistake/ he was not helpful/ or provide solution. but later he called and used his resources to be helpful. but still it is going to help me or anything where is solution

      Business Response

      Date: 09/03/2022

      09/03/2022

      Sent Via Email


      Attn: ***********************
      Customer Experience Specialist
      **********************
      Serving Metro Atlanta, ****** & Northeast *******
      235 ************************* Tower, Suite 900
      *******, ** 30303

      RE: Negina Hairdari/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 reached out to customer and apologized for the ********************** and ****************** issues, she did confirm with our customer her units are ********************** and operating properly. Our customer was issued a markdown in the amount of $348 back to the original form of payment which will be received within 5 business days.

      With that, the Home Depot concerns 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:  ********

      Customer Answer

      Date: 09/07/2022

       
      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:09/01/2022

      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.
      March 10, plans approved to install four hurricane windows and sliding glass door June 22, windows and door installed June 26, Failed inspection, due to hiding workmanship, no pictures, and noticeable gaps June 26, called ******************* to have issues addressed July 12, no response from ***** to have issue resolved and schedule repair. July 15, Home Depot sent *************** to come over and investigate. He confirmed failure of inspection, told us to call ***** to schedule to be fixed July 15, Called *****, no response, left message July 18, Called *****, said she would call back to schedule repair, never called back Since then I have kept calling the Home Depot and have not gotten a single response or call back from my messages in order to fix the door and windows that failed inspection. Job is still not signed off 2 1/2 months later inspection completed by : ********************* (permit number : 22343710-0)product approval number: 20-0406.01 Description: Series "HR-****" PVC Horizontal Rolling Window - L.M.I.Missile Impact Rating: Large and Small Missile Impact Resistant

      Business Response

      Date: 09/11/2022

      09/11/2022

      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 District Team reached out to our customer and scheduled an appointment to review the Window Installation. After the inspection, the team partnered with the Service Provider to finalize the plans to resolve for our customer. Our customer will be contacted next week with the plans.  

      If any additional assistance is needed, please advise the customer to contact ****** at ************. With that being said, we are in the process of addressing our customers complaint.

      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:09/01/2022

      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.
      We purchased a refrigerator and stove online. Delivery was set for August 30, 2022. Tenpco was the delivery company. We had purchased installation for the appliances. Tenpco refused to even bring them into the house. They stated that they are only a delivery company and don't do installations. We asked if they could just bring the appliances inside. They called headquarters and then told us that they will only leave them on the driveway and that we could schedule installation. We said that we don't have an appliance dolly and that we can't leave them outside in 110 plus degree weather for who knows how long. We told them to take back the appliances and redeliver with an installation team. I called Home Depot support three times that day. I was told that the appliances would be redelivered and at least brought into the house today, September 1, 2022. I received two confirmation emails that the appliances would be delivered today with an email saying it was canceled in between those two emails. I called Home Depot back again today and was told that Tenpco canceled the order and that we would need to reorder and wait until September 20, 2022 for delivery. I know the appliances are local right now. I will reorder, but want delivery immediately. Our family has been a lifelong customer of Home ********************** and we have spent many tens of thousands of dollars here. In fact, I was planning to sign for a $30,000 air conditioner this Saturday. I am dismayed. I plan to conduct all future related business with ****** or other hardware stores unless: (1) Home Depot immediately cancels its contract with Tenpco, (2) Apologizes immediately, and (3) Puts controls in place to ensure that company staff contact all customers who have had the delivery order canceled by any delivery company to confirm prior to actual cancelation. If resolved before this Saturday, September 3, 2022, you may be able to salvage both this $12,500 sale and the $30,000 air conditioning sale.

      Business Response

      Date: 09/02/2022


      Attn: ***********************, Trade Practice Specialist 
      Better Business Bureau Serving Metro Atlanta,
      ****** & NE *******  
      235 **************** Suite 900      
      *******, ** 30303 

      RE: ******************** Consumer Complaint #********

      Dear **************,

      We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********.

      We acknowledge the receipt of your notice dated September 2, 2022, regarding the customer referenced above.

      On behalf of The Home Depot, I apologize for any inconvenience **************** may have experienced regarding recent range delivery and installation purchased with our company with online appliance order # WB2029625.

      The Home Depot has carefully reviewed all information pertaining to this matter.The Home Depots Major Appliance order system is set up as a direct ship program,meaning all major appliances are shipped local subcontracted delivery agents directly from the manufacturer. The Home Depot does not stock or warehouse any appliances.The Home Depot uses GE as a contracted third Party for coordination of our appliance Delivery program. In some areas depending on the appliance delivered there is a two-phase delivery system set up. One day for the appliance scheduled site delivery and another day is scheduled once the appliance is delivered. This allows licensed factory certified installation crews to install the built-in and gas appliances a day or two after the site delivery, so that if the unit was delivered damaged the order can be reordered without disrupting the appliance installation crews schedule.

      Unfortunately,when the delivery agent took back Mr. ******* appliance order, they incorrectly scanned the order as canceled, that created an immediate return authorization from the manufacturer, and canceled that purchased orders installation.

      The Home Depot Online Executive Escalations Team has contacted **************** to explain the only way we can arrange redelivery and installation is by reordering. However,the soonest date that the reorder can be coordinated from the manufacturer with both delivery and installation is not acceptable for **************** as it will not meet his time frame and it would be with the same delivery agency that attempted his original deliver as they are the only agency in that area contracted for Home Depot appliance deliveries in that area.

      Under the circumstances The Home Depot has arranged to complete the cancelation so that the refund can be completed, and now considers the 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 if you have any questions.

      Sincerely,

      *******************
      Executive Escalation
      Phone # *************************
      Fax # ************

      Customer Answer

      Date: 09/02/2022

       
      Complaint: 17812881

      I am rejecting this response because:

      Home Depot acknowledges that the error was on its end and that we were not contacted to confirm cancellation. No representative of either Home Depot nor Tenpco explained the process. Our home is in ************* and it is entirely unacceptable for appliances, especially a refrigerator to be left outside for days during a record heat wave, not to mention the possibility of theft. All we asked of the delivery team was to bring the appliances into the house. If Home Depot really values customer satisfaction, I have already stated several solutions including finding a new delivery contractor and contacting the customer to confirm cancellation prior to actual cancellation. The representative that called didnt offer any solution or compromise but just said that Home Depot policy says no. I would prefer to speak with someone with actual authority to help, not a line representative who has no power to offer any solution or compromise. 
      Sincerely,

      ********************

      Business Response

      Date: 09/12/2022

      Sept. 12, 2022

      Attn: ***********************, Trade Practice Specialist
      Better Business Bureau Serving Metro Atlanta,
      ****** & NE ******* 
      235 **************** Suite 900      ******************************

      RE: ******* ****** Consumer Complaint #********

      Dear **************,

      We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********.
      We acknowledge the receipt of your notice of the customers rebuttal dated September 9, 2022, regarding the customer referenced above.
      On behalf of The Home Depot, I apologize for any inconvenience **************** may have experienced regarding recent range delivery and installation purchased with our company with online appliance order #WB2029625.
      As previously stated, the only way The Home Depot could redeliver and install the appliances, is by reordering, and the only contracted delivery agent we have for delivery and installation in that area is the same company that initially attempted the delivery. As the soonest date that the reorder could have been coordinated with the manufacturer and the only contracted deliver agent for delivery and installation is not acceptable for **************** there is nothing further, we can do with his canceled appliance order.
      With that being said The Home Depot considers the 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 customerspatronage and looks forward to servicing their future home improvement needs.  Please contact me if you have any questions.
      Sincerely,

      ******* Head
      Executive Escalation
      Phone # ************************
      Fax #************

      Customer Answer

      Date: 09/12/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is sadly satisfactory to me. I have acknowledged that Home Depot doesnt accept any actual faults for its errors and that they dont regard people who spend maybe a couple of hundreds of thousands of dollars with them and that they are too big to care about the families that they serve because a few families business dont really impact their bottom line. I have chosen to conduct my business with ***** going forward and have purchased the appliances and HVAC from them. Hopefully one day someone in the behemoth Home Depot hierarchy will realize that they have a failure of a business model and do something about it. Until then they will likely become a business in decline. Once upon a time, customer ********************** was the biggest motivation for businesses. Perhaps that time has ended, but has come at the cost of the work ethic our country was founded upon. 

      Sincerely,

      ********************
    • Initial Complaint

      Date:09/01/2022

      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.
      August 2022 Home Depot *********************. *********. My daughter is an RN and I am trying to help here since her schedule is not normally during std. work hours. She contracted with Home Depot for flooring and carpet. 13K job. HD told her to remove all toilets and sinks prior to installation. She did that with a professional. HD contracted with ******** Renovations to install floor. The installers complained there was no toilet and went (unauthorized) upstairs to install a toilet to use it. They created a massive leak that damaged the sheetrock and walls in the floor below. The installers insisted the leak was pre-existing, even though everything was dry before they showed up. Filed complaint with HD/******** (their reps). ********* # ***********. ******** (installer company) denied the claim stating there is a recording of my daughter admitting there was a leak. SHE WAS TALKING ABOUT THE **** CAUSED BY THE INSTALLERS. We have provided lots of data and a narrative to ******** and ******** and they refuse to remedy the damaged caused. The installers had no business trying to install a toilet - HD, ******** and ******** continue to deny anything is their fault and we are left with no recourse for remedy to repair damage. I can email the narrative. This is a horrible reflection on HD and they refuse to help, the installation company flat denies anything they did caused any damage to the home. My daughter has had to hire a moisture mitigation firm, remove sheetrock, insulation, etc at her expense. There is a lot more but we are running out of space. Please help get this problem solved with ******** covering the cost of repairs for damage they clearly caused. To make matters worse, even after they realized they had caused a leak, they ************* down over the wet floor, forcing the removal of the brand new floor to dry the area underneath at my daughter's expense. You can't make this up; they failed in so many ways and refuse to stand behind it.

      Business Response

      Date: 10/31/2022

      October 31, 2022 Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************

      RE: ***********************/ BBB Case #: ********

      Dear ****************:We acknowledge the receipt of the BBB Case #: ********.

      On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his daughter's purchase with our company.

      The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with ********, who denied the claim for damages. I offered the customer a refund amount prior to receiving the denial letter and the recording of his daughter stating she was aware of the leak. At this time, the denial will remain.

      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 - ************* Resolution Expeditor- Executive Escalations P: *********************** F: ************ Case #: 30011768

    • Initial Complaint

      Date:09/01/2022

      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.
      Took out a loan with Home Depot... Their Credit Provider tells me ******************* that the store needs to refund me.. Opened Projects around October of 2021.... nothing has been done but some flooring install... I am asking that they refund almost 10K dollars.

      Business Response

      Date: 09/26/2022

      September 26, 2022

      Sent Via *******************************************
      Customer Experience Specialist
      **********************
      Serving Metro Atlanta, ****** & Northeast *******
      235 ************************* Tower, Suite 900
      *******, ** 30303

      RE: *******************/ BBB Case # ********
      Dear Ms. ************************
      We acknowledge the receipt of the BBB Case # ********
      On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase of merchandise from our store.
      Our District Service Manager advised ************** was offered a refund in the amount of $10,325.92 to his original form of payment within five business days with the return of the signed settlement release and agreement to which it has been received.

      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,
      *********************
      Executive Escalations
      Phone: ***********************
      Fax: ************
      Reference Number 30011555

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