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
- 12,126 total complaints in the last 3 years.
- 3,500 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:08/30/2022
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.
employee managers refuse to asssist my family and i ever since we put a report on an employee and store for not having any supervisor or manager on sitecharged for material and tools ****** purchased. confrontational staff . manager gave me credit of $25 to an item returned because of missing vaccumm attatchments that cost $220.Asssaulted by an employee causing my and to be damaged and broken bones. had to get surgey. employee thought i was stealling chared for lumber that is on and tagged for 75% offf at full price harrassment by managers and loss prevention by verbal and threats. in front my children.not accepting my returns.employee using my hdcredit card to purchase items for themselves.paid off my home depot crdit **** in full on june. 2022 octobe2021 paid the full amount ******* conf.#*************** april2022 conf. #************** and home depot statements show im at close to the **** on credit.manager lies about water heater that the one i want is out of stock and can clearly see on shelf that theres 5. still refused to sell it to me and had to order online alhambrah location. alhambrah location also allowed an manager to take my credit card and wnet missing over 3minutes and when i used my credit card it was flagged and an employee manager also used my card to purchase other devices i do not hvae.
Business Response
Date: 09/09/2022
September 9, 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 injury in store.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding his injury. The Home Depot has investigated this matter and has partnered with our third-party insurance team Sedgwick to investigate these matters further.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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 09/14/2022
A lot more needs to be uploadedBusiness Response
Date: 09/16/2022
September 16, 2022
Sent Via Email
Attn: Ms. ************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">Customer Experience Specialist
Better Business Bureau
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 injury in store.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding his injury. The Home Depot has investigated this matter and has partnered with our third-party insurance team ******** to investigate these matters further. 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,
**************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: **************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">SF Case# ********Customer Answer
Date: 09/20/2022
Complaint: 17798891
I am rejecting this response because: Nothing has been done. my family and i have been harrased by you lost prevention department, i had my hand brokn by an employee from home depot, and and employee ******************* has been comprimising my account when i mention this to a supervisor she was warned and now she covered her mistakes.
Sincerely,
*******************Initial Complaint
Date:08/30/2022
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 freezer online from Home Depot on July 25. After it was delivered I discovered that it was damaged. I contacted customer ********************** about setting up an exchange. I was referred to a local store and told I had to work with them. I tried calling that store almost daily for nearly a month, but the store never answered their phone. After a month, I called the central call center again and after being hung up on by one customer ********************** rep, I did finally get someone one the phone who miraculously got someone at the store on the phone. At this point, I no longer wanted to do an exchange and asked for a refund. The rep at the store scheduled a pickup and told me that once the pickup had been done, a refund would be processed. Someone picked up the damaged freezer the next day, but rather than a refund, I received confirmation that a new freezer had been delivered. There is no new freezer. I've been trying to call the store, but they still don't answer. The call center just puts me on hold while they try - unsuccessfully to contact the store. At this point, I've invested hours of time in trying to fix a problem I didn't create, I'm out the cost of a freezer, and I have no freezer. I'm extremely frustrated.Business Response
Date: 09/05/2022
September 5, 2022
Attn: Ms. ************************************ 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 freezer.
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 store to process the refund on 8/31. A refund receipt is attached. 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#: ********Initial Complaint
Date:08/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased cabinets and installation package for kitchen remodel in November 2021. Paid upfront $26K. Cabinets were on back ordered and not installed until April 2022, after being ignored and pushed aside multiple times by management. Installation was incomplete and told that two cabinet doors were the wrong size and would have to be ordered again. Told it would take six weeks. Called at the end of May and kept getting ignored. Finally installation manager called us on August 5th telling us we would get a call from installer to schedule installation the following week. We never received the call and are once again being ignored. Home Depot takes zero responsibility due to installers being contractors. This is insane. They took our money, but are not following through.Business Response
Date: 09/12/2022
September 12, 2022
************************************* Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** 30303
RE: *****************************/ BBB Case # ********
***************************************** We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved.The Home Depot is working with the customer for a ********************** date to come out.
Please know that it is The Home Depot's 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:08/30/2022
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.
Ordered a cabinet make over project with Home Depot ( Store ****) on Nov 28, 2021. The installer came to my home on March 28, 2022 to perform the job. Installer tells me that the Home Depot employee that measured the master bath cabinets did not do it correctly and the drawers could not be completed. The installer told me he would reorder the correct size face plates and the project would be completed later. It has now been 5 months and the project is still not done. I call and email the person at Home Depot trying to get an update, but all she gives me is the run around. I thought Home Depot was a company that was dependable, but this has made me think I should have gone with a different company.Business Response
Date: 09/13/2022
September 13, 2022
************************************* Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************ 30303
RE: ***********************/ BBB Case # ********
***************************************** We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved.The Home Depot has placed order for missing material. We will continue to assist our customer through full resolution.
Please know that it is The Home Depot's 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# ********Customer Answer
Date: 09/14/2022
Home Depot has contacted me and are trying to resolve the problem, before I accept or reject their action I would like to wait to see if they actually do resolve my problem. As of today Sept. 14, 2022 Home Depot has still been unable to resolve my issue.Business Response
Date: 10/07/2022
October 7, 2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case # ********
Dear *****************************:
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot placed the other with the original ship date for the latter part of September, however with the recent hurricane the ship date was moved to today. We will continue to assist the customer through resolution.
Please know that it is The Home Depot's 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# ********Customer Answer
Date: 10/10/2022
As of today October 10, 2022 my issue has not been resolved. I am once again being told by representatives from Home Depot that the material needed to finish my project had been shipped to the Home Depot location in *****, **. Once the material arrives there I will then be contacted for installation. Again I have been down this road several times with Home Depot and my project is never completed. Once the **************** is really finished I will then close this complaint, but after waiting more than 10 months for this project to be finished I can not close this complaint out yet. Thank you at the BBB for helping so far with this issue.Business Response
Date: 10/19/2022
October 19, 2022
Attn: *****************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case # ********
Dear *****************************:
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot placed the other with the original ship date for the latter part of September. Unfortunately, the hurricane affected the delivery schedules. Delivery is showing for October 21st. Home Depot has been and will continue to be available for the customer throughout resolution.
Please know that it is The Home Depot's 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# ********Customer Answer
Date: 10/24/2022
I have attached a copy of a email showing the continued communications about having my project order completed. I was promised that someone would come today and finish the project, but no one came or called. Once again Home Depot makes a customer feel like a sucker. I do want Home Depot to finish what I paid for , because having to bring in another company to complete my master bathroom will cost me more money. I can not at this date close this case, yet.Business Response
Date: 11/09/2022
November 9, 2022
Attn: *****************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case # ********
Dear *****************************:
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot is working to make this right with the customer. We will continue to work until fully resolved.
Please know that it is The Home Depot's 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# ********Customer Answer
Date: 11/10/2022
The installer came to my home on October 25, 2022 to finish the job. BUT when the installer arrived THE WRONG PARTS HAD BEEN ORDERED AGAIN!!! WRONG COLOR AND DESIGN!!!!
I have told the contacts ( *****************************, ******************* and *********************** ) at Home Depot that I would give them one more chance to order the CORRECT parts, if they can't get this done by December 19, 2022 I will be requesting a refund.
Initial Complaint
Date:08/30/2022
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 installed new windows that were measured incorrectly. The work was poor and when I expressed this they sent out someone to inspect the work, which happened to be the same person who installed them. They have now stopped responding to my calls and emails.Business Response
Date: 09/13/2022
September 13, 2022
************************************* Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** 30303
RE: *******************************/ BBB Case # ********
***************************************** We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved.The Home Depot has placed order for one unit due to a crack and the screen. We will continue to assist our customer through full resolution.
Please know that it is The Home Depot's 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:08/30/2022
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.
Date of transaction: January 8th 2022 Order Number: WP23893116 Item: Maytag 24" Dishwasher.Item price: $719.00 - additional $25.00 for old item haul away. Delivery attempts: 3rd party installer attempted delivery. The dishwasher was severely damaged, so they returned the item. 3rd party installer attempted 2nd delivery but informed me that they were not authorized to install the dishwasher. I told them to take the item away.I contacted The Home Depot customer **********************. They confirmed that the notes from the 3rd party indicated that they did take the new item. They refunded me the $25 because they did not haul away the old dishwasher. They said they would contact me when the item was returned to stock. They still have not refunded the $719.00 and I don't have a new dishwasher.Business Response
Date: 09/05/2022
September 5, 2022
Attn: Ms. ************************************ 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 dishwasher.
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 on 9/2 to process the refund. We sent a copy of the refund receipt and offered a gift card that we email for the inconvenience. 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#: 29989220Initial Complaint
Date:08/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In April of this year I purchased a feather river door and had my local Home Depot come out to measure for this door. The door arrived and was installed in May, 2022. The plate on the bottom of the door was not wide enough to cover the entire opening that was covered by my old door. The installers used clear caulk across the entire bottom front of my new door, which showed almost an inch gap between the door bottom plate and the steps. I was not happy with this and thought that since home depot measured my old door that they should have accounted for this. I spent $5000.00 for this new door and it looks terrible. I went to the store and showed pictures of this caulking to *** in millwork and within one week had two people at my house from the installation and home depot. They agreed that it did not look acceptable and would have someone contact me to fix it.About 2 weeks later the same installers came to fill in the gap with concrete (which was a different color than the steps). I told them that this was not right. They informed me that skimming the top of the step would not work as it would chip off. They told me that they had to contact their boos and home depots internal boos to see what could be done. They also recommend that I contact *** and let her know that the concrete was not a match and something else had to be done. They stated that it would speed up the process if it came from both of us. I immediately call ***. She said that she was aware of it and would pass it on to her boss. That was over 2 week ago and no one has contacted me. I went into the store in Bowie this morning (where I bought it) and was told that *** was out for the week. The assistance manager who I spoke with was very rude and condescending to me. I was surprised by this and told asked her to not speak to me the way she was. She then rolled her eyes when I told her I had to go back to work. This is not acceptable and should not be tolerated by anBusiness Response
Date: 09/10/2022
September 10, 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 door installation.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding her install concerns. The Home Depot has investigated this matter and has offered to fill the gap with cement for our customer as she requested. ********************** considers this matter resolved as we have not received a response from our customer to schedule ********************.
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:08/30/2022
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 ordered a 63 inch tv stand with a fireplace on 8/16/2022 order number WB21232063. On 8/29/22 I received an email stating it was delivered. When I went to retrieve my product all I got was the fireplace insert but no tv stand. The total price for this was $344.51. I have call the customer ********************** multiple times, on one occasion I was out on hold for 20 minutes and had to disconnect. I then texted and was told the remainder of my item was out for delivery and would be delivered the same day but it never came. I call again 8/30/22 and was told by the rep it was delivered in full and then was disconnected on the reps end. I called again and was offered a refund if I returned the item, I live a hour away from the nearest Home Depot. I asked the rep to please see if the whole order was shipped to which he said no, he states he called the vendor but did not get anyone and left a voicemail. He said his best advice was to wait and see and maybe it would be delivered. This is completely unacceptable customer **********************. A company that offers products through a third party vendor should be held accountable for the products if there is an issue, I paid Home Depot, not the vendor. Now I have a completely useless fireplace insert and may never get the reminder of my order. I feel like I should get my product and a portion of my money back for the complete inconvenience this has caused.Business Response
Date: 09/02/2022
09/02/2022
Sent Via Email
Attn: Ms. *******************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ***********************/ BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team has been advised by the customer that all parts have been received.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
******* Clay
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 29989256Initial Complaint
Date:08/30/2022
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 placed an order on August 15, 2022 for lumber supplies etc. The order # H0280-313880 for the dollar amount of *******. The order was to be delivered on/by August 18, 2022. The delivery date change repeatedly. The items were to be shipped to the caribbean therefore they had a cut off date. After the last cut off date passed I placed the order at ******. Therefore I went into the store on August 27, 2022 to cancel the order. However, the store is unable to process my refund? They called serveral different departments to no avail???? What world are we living in where a billion dollar corporation cannot issue a refund? I was at the store for more than a hour trying to resolve this issue and it is not resolved as of today August 30, 2022. I want my CORRECT refund ASAP! and to be compensated for interest rates that occurred throughout this fiasco.Business Response
Date: 09/19/2022
September 19, 2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** 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 experience regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved.The Home Depot has corrected the technical issues and the refund has been staged. The customer has been notified and can come at her convenience to receive the refund.
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# ********Customer Answer
Date: 09/19/2022
Complaint: 17797565
I am rejecting this response because: I do not understand the meaning of refund formed? Please refund my credit card, my time is valuable and I have already spent more time on this issue than necessary. You have had my money for a month, interest has been charged to my credit card company. Please refund my credit card ASAP, If not I will be forced to seek legal actions.
Sincerely,
*************************Business Response
Date: 09/20/2022
September 20, 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 experience regarding their purchase with our company.
As previously stated, the Home Depot has reviewed this case and reached out to all parties involved. The Home Depot has corrected the technical issues and the refund has been staged. The customer has been notified and can come at her convenience to receive the refund. Customer will need to return to the store to receive the refund.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:08/30/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Aug 30, 2022, I sent my contractor to pick up a glass shower door which was ordered on Aug 17, 2022. The order number is W893743122. The person at the service desk *****, told him that it was not there. He called me and I explained to him that the item is there. So he gets back in line and she tells him that again. I then send my project manager to the store and the door is there. She spoke to ***** and asked what is the problem. ***** said that he gave her the wrong name even though he gave her the correct order number and told her what the item is and his name is written on the order as the pick up person. She then said to my project manager that anyone could be named ******???? The project manager than requested a store manager to no avail. This level of incompetence is absurdity. I had to send 2 people to do one job due to your incompetent employee! My time is valuable and so are there's, there is no way to get a moment of time back!Business Response
Date: 08/31/2022
August 31, 2022
Sent Via Email
Attn: ***********************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Complaint#: 17797406
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online order pickup.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Naples Home Depot Store Manager contacted **************** to address the service issues outlined in this complaint. The customer and Store Manager agreed to compensation for the order, and the Store Manager provided their contact information should the customer need to address future concerns.Additionally, the store has addressed the issue with all associates involved.**************** advised the Store Manager she was happy with the follow-up and compensation offer.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions,please contact me.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 29987302
Customer Answer
Date: 09/01/2022
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,
***************************
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