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
- 9,951 total complaints in the last 3 years.
- 2,855 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:09/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a blower that is broken. They won't take it back because I have no receipt but I bought work PayPal have proof though that. They won't take it. I went to pay pal they told them I could return it with a car number. They still won't take it
Business Response
Date: 10/03/2022
October 3, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ****** & *********************/ BBB Complaint#: 18038632
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their blower purchase with our company.The online team contacted the customer to assist with their return exception request and processed a full refund for the defective blower.
With that being said, The Home Depot has addressed the customers concerns and considers this matter 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 if you have any questions.
Sincerely,
***************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online 25865116Customer Answer
Date: 10/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They were just wonderful helped perfectly. Very happy with everything
Sincerely,
***********************Initial Complaint
Date:09/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 8th 2022 Home Depot delivered a fridge to me.The delivery guys took off the handles to the fridge and decided to squeeze the fridge through my door. Keep in mind I have two french doors that they could have opened to prevent this problem in the first place.Upon them squeezing the fridge through one door they scraped my door leaving blemishes to the front door.Also the fridge has blemishes where they took the handles off and to the Whirlpool label.Shortly after the fridge was delivered, I contacted Home Depot about this and was told that on September 16th 2022 they would come pick up this fridge and deliver me a new fridge and look at the damage to the front door. So I take off work on September 16th ********************************************************* before September 16th 2022, I contacted Home Depot and they told me that I never reported the damage to my door and that the fridge delivery was canceled and they weren't sure why. So I spoke to a manager named **** from the resolutions team about my issue. He started an escalation ticket.I have phone logs and even have ring evidence of the delivery and my phone call with Home Depot on September 8th 2022.This is unfair to me, I am spending hard earned money to purchase a fridge and not have my property damaged. I've also done was I was suppose to do and report these issues immediately since I knew I had 24/48 hours to do something about it. Is this how Home Depot treats disabled veterans?Business Response
Date: 09/27/2022
September 27, 2022
Attn: ***********************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
Re: ******************* / BBB Case ID# ********Dear **************,
We acknowledge the receipt of your notice dated September 16, 2022, regarding the customer referenced above. On behalf of **********************, 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 forwarded 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 offered customer a Home ********************** e-gift card and received an email from ************** accepting the offer.
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 if you have any questions.
Sincerely,
****************************
Resolution Expediter Executive Escalations
Customer Care
Phone# *************************
Fax# ************
Case # ********Initial Complaint
Date:09/16/2022
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.
Home Depot's website claims most flooring projects can be completed within a day. They claim they schedule your installation within 48 hours of getting payment. They claim you get a quote within 48 hours after they send someone to measure. I had to call them to get my quote and I should not have paid them over the phone but They took my $5788.60 payment without telling me that the matching trim for my flooring was a "special order' or giving me the chance to order trim that was in stock. They also charged me for baseboards that are another "special order" even though the guy they sent to measure my home said all I needed was quarter round. I do not believe that I need both but anyway I don't have either one even though they charged for them. I purposely chose flooring that said it was in stock so that we could have our floors done QUICKLY before we move into the home we bought but now they have me waiting for a special order that I was not told I was ordering. The people who answer the phone can not answer my questions or let me change my order even though it says on my receipt to call that number if I need to change anything. The people they transfer my call to never pick up the phone and never call me back.Meanwhile, I am paying a mortgage on a home I can not move into because I would just have to move everything out to do the floors. and I am stuck paying rent on an apartment that I don't want to be in. I could have gone to another store and picked up the flooring in stock by now and had someone local install it. I could be moving into my home this week but instead, I have an invoice that estimates they will start the installation 3 days ago and finish it 3 months from now, but I can not even get a delivery date. and I guess I am supposed to find the money to pay a mortgage plus **** bucks a month rent until then. I regret purchasing from Home Depot and will never buy anything from them again. If my floors are not being done soon.Business Response
Date: 10/06/2022
September 30, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***********************************************
*****************************RE: ******************* / BBB Complaint#: 18038089
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their flooring order with our company.
We contacted store leadership who advised customer of eta of flooring order and ****************** date. Unfortunately, the delivery was made during a rainstorm and the plastic was torn and the flooring boxes were wet. The customer was concerned about having wet floors installed and requested a full refund on merchandise and installation. We regret not being able to move forward with the customers installation and as a good faith measure for their inconvenience we offered customer a Home ********************** gift card to use towards future Home improvement needs.
With that being said, this matter has been 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 if you have any questions.
Sincerely,
***************************
Executive Escalations
P: ********************
F: ************
SF: # ********
Customer Answer
Date: 10/09/2022
Better Business Bureau:
My experience with that particular Home Depot store has been very stressful and disappointing but I do appreciate the efforts of the corporate office to make things right. 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:09/16/2022
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.
My name is *******************, and my wife ******* and I ordered an ** refrigerator from ****** and ********* on August 26, 2022. I am writing to you to share my disgust about how Home Depot's delivery company has treated my wife and me, as we still have not received our refrigerator. If you review our accounts notes, we are now scheduled for a 7th delivery attempt. I have taken off full and half days to ensure I would be home, only to find out that the refrigerator was never loaded onto the truck. This last delivery attempt was especially disconcerting as I reached out to Homedepot.com several times to confirm that our refrigerator was not only on the truck but the time window it was to be delivered.The representative shared that the delivery team came to our home, but no one was here, which is a lie. We do have ring cameras that would confirm if they did show up. Then my wife and I were told that the drivers knocked off early and left for the day at 3:00 pm, even though we were promised a delivery window that ran until 6:30 pm. I genuinely feel that the lack of customer ********************** is abominable, and I would like to cancel the order, though I was informed that we would only receive store credit. To make this right, your store should provide a cash refund to us so we can conduct business with a competitor who will value our business and deliver what we order, even if we have to pay more. Please note that my wife is ill and takes medications that require refrigeration. We are using a combination of our neighbor's refrigerator and a broken-down backup in our garage that only freezes. My next stop is to contact the better business bureau and the state attorney general to inform them of our poor treatment and warn other Home Depot customers to avoid purchasing ********** items that require delivery, as they will not be shipped. Please get in touch with me on my cell number below if you wish to discuss this further. With kind regards,******************* **************Business Response
Date: 10/14/2022
October 14, 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 emailed *********************** on October 3rd regarding his order H6204-246270. At this time, there was an order placed for a replacement and we provided the customer a delivery date scheduled for October 21, 2022. We offered ************** compensation, and he accepted the offer.
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 the customer receives his order.
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:30161151Initial Complaint
Date:09/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered the Husky 8 piece garage storage system from Home Depot (**). Order Number WP41167932. It was delivered on July 29th by JW Logistics (Tracking Number: ************). The two large cabinets had large dents on the side of them. I called Home Depot and requested a return that same day. I even ordered a new set of cabinets, which also came slightly damaged (order number WB19661134). It's been 7 weeks since I requested a return. NSD (Non Stop delivery) is the shipping company ** uses for return pickups. This shipping company is nightmare to deal with. You can't get a hold of them, they won't call back, and they lie constantly. I've been communicating with ** support multiple times per week trying to get them to pick this order up. At first they told me NSD would contact me within 5-7 days. Then it turned into 24-48hrs over and over and over again. They lie. They give you a time frame and they never call, text, or email. Nothing. When I actually got them to schedule a pickup for 9/12/22, a NSD subcontractor showed up and had no room on the truck for the cabinet, so they left. Now I feel like I'm going through the whole process again. I feel like ** is holding my $3000+ hostage. ** has offered no good solution for me except to say ******** have escalated the case. The ** customer support apologizes to me, but they don't actually help me. ** needs to hold NSD responsible. They let them get away with lying to people over and over again. I just want ** to pick my return up. Why is this so difficult? Why can't the local store come pick it up? I've wasted so many hours trying to get this resolved. I am just so frustrated with ** and NSD. I need help.Business Response
Date: 10/04/2022
October 4, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *************************/ BBB Complaint#: 18036543
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online storage system order with our company.
To ensure this matter is addressed by the appropriate parties,we escalated the customers concerns to our online Executive Team. The online team contacted the customer to assist with his refund and return of damaged cabinet. The customer was refunded for the cabinet and the carrier was contacted to provide an eta of when they could pick up the damaged cabinet.Once the pickup eta was received from the carrier, the online team followed-up with the customer. The customer confirmed that the damaged cabinet has been picked up. The online team compensated the customer 20% for his inconvenience and damage to the second order.
With that being said, The Home Depot has addressed the customers concern and considers this matter 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 if you have any questions.
Sincerely,
***************************
Executive Escalations
P: ********************
F: ************
SF: #********/Online 30166478Customer Answer
Date: 10/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:09/16/2022
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 2018 we had a house fire that completely destroyed the inside of our home. We lost most all of our possessions and those that were salvageable had some smoke and water damage. Our insurance company hired a restoration company to rebuild our home. We had to replace appliances, vanities and furniture. We went to Home Depot to purchase washer, dryer, refrigerator and vanities. It was over a year before we could get back into our house and these items installed. We paid the bill monthly paying more than double the minimum payment. Before the balance was paid off, Home Depot started tacking on interest and it was up to ******* when we borrowed money to pay it off. We sent the check for that amount in the mail and included our credit cards - cut up. Yesterday and today they have added more interest. We have written to the cofounders of Home Depot three times, the last time having it to be picked up and signed which was on September 9. Have yet to hear from anyone in management at Home Depot. We paid the bill in FULL and even purchased other items afterwards. Now we have to pay more interest. When will it stop? We are senior citizens on limited funds - social security. Unlike the *** of Home Depot, we don't live in a ******* home in *********** ** or have a 10 million dollar plus package for running home depot. My wife, daughter and two dogs are blessed to be alive as they had to be rescued from third floor deck 36 feet off the ground. Our cat did not survive. The added interest to my credit card has affected us emotionally, physically and financially. As mentioned previously we both are on Social Security and I am retired from the Army and receive monthly pension which is our only savings. More and more companies like Home Depot don't care about their customers - only how much money they can steal from us to pay their compensation packages.Please help us get back the interest we paid them.Thank you *** and *************************Business Response
Date: 10/19/2022
October 19, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
**************** & *************************/ 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 credit account.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. and *************** regarding their account. The Home Depot has investigated this matter and has respectfully denied the request for our customer. The customers have been contacted via phone and mail with the details of resolution. 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# ********Initial Complaint
Date:09/16/2022
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 attempted to purchase a patio set on 8/21. The order was canceled due to them not taking partial/multiple payments. They have not refunded my 770. I continue to call and get the run around!Business Response
Date: 09/27/2022
September 27, 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 called and spoke with ************************* on September 17th regarding her order #WP43834664. At this time, we advised the customer to contact her financial institution to inquire about removing the authorization.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Atlas @ *************************).
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:30161333Initial Complaint
Date:09/16/2022
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 storm door and a security door for my home approximately two mo the ago. Upon installation the guy advised the screen door was broken and that they would be returning the following week to replace the broken pieces. This never happened. As a result the door continued to jam and could not open without strong force and several attempt. I did call the store numerous times and received no answer. When I finally did reach a live person they advised they will look into it and get back with me later. This never happened. I again attempted to reach the and was successful after several attempts. I informed them I no longer want the doors and would like them removed from my property and a refund issued. I was advised the company which installs them will have to be notified and they will replace the doors with new doors. I never heard from them again. I contacted them once again to request a status. They then stated to me that they were still working on it. At that moment I informed that I no longer wanted the replacement and would like the doors to be removed immediately. They advised this will happen. As of today the doors are still on my home and the front door is completely jammed. It will not open at all. I now find myself and my family to be in great danger as we cannot escape in the event an emergency does arise. I honestly feel the business has now placed me and my family in grave danger with their lack effort and concern for the matter.Business Response
Date: 09/19/2022
09/19/2022
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. I did reach out to our customer acknowledging we received her complaint and apologizing for the inconvenience she experienced. Our customer advised me that her door was professionally and correctly installed. Customer expressed her concerns with the security and integrity of the door while installed incorrectly. I did offer our customer a gift card for the inconvenience she experienced, she did accept the gift card.
With that being said, the Home Depot considers this matter 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 if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:09/16/2022
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.
Hi BBB,I bought an Amana side by side door refrigerator from Home depot online store which was delivered to me on June 4 th 2022, Home depot was unable to get the refrigerator up 1 flight of steps even though they said they are able to when I ordered it online. I had to pay a private delivery service to put the refrigerator up. With a week after setting that up the refrigerator started having problems with the freezer keeping the food cold. I had to through the food away and called for service on Whirpool.com. The service person came July 21 st, stated a part was faulty, ordered the part which did not arrive for a full 5 weeks. I had no fridge for all this time in spite of paying over **** dollars to home depot upfront for a fridge that worked for 1 week. After the part was replaced on Sep 8, with in an hour both the freezer and the fridge part stopped cooling. After spending hours on the phone with home depot and whirlpool.com, some manager on home depot online named ******* stated he took care of the issue and started a refund. He even sent me an email and ticket number confirming it. However the fridge was never taken back or I never received a refund. How home depot.com and whirlpool are claiming that they never approved a refund. I spent numerous amount of my time and energy to resolve this issue on my own before contacting you for resolution. Please help me resolve this and get my refund for a faulty refrigetor that was sold to me by Home depot and whirlpoolBusiness Response
Date: 09/19/2022
September 19, 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 their purchase with our company.The Home Depot has reviewed this case and offers the following resolution.
The Home Depot partnered with our Online Executive Team, who refunded the customer, back to their original form of payment for the refrigerator. The Store Team was contacted and will be working directly with the customer to pick-up the unit.
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 #: 30156831
Customer Answer
Date: 09/19/2022
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:09/16/2022
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 dishwasher online through home depot.com on March 27th. I purchased the extra protection plan through Home Depot as well. This ******* dishwasher was delivered on April 26th. On August 1, the dishwasher stopped draining. I called Home Depot, who referred me to ******* saying that it was their responsibility. ******* did not come out to my house for 3 weeks, and then when they did come, they refused to look at the dishwasher to fix it. ******* stated that Home Depot had installed the dishwasher incorrectly, leaving a panel off from underneath the dishwasher where the electrical stuff was located. ******* told us that Home Depot had to fix this before anyone at ******* would touch it. Home Depot told me that ******* always refuses to fix things, and referred us to the *********************** (Allstate) saying, "it wasn't their problem." I called Allstate to fix this, and they also pointed fingers at ******* and wouldn't fix it. Finally, on Sept. 9th, Home Depot sent out someone to "fix the installation" so that ******* could come out and fix the draining issue. The man said he needed a panel, and he would drive to the warehouse and pick one up. Then he said he would come on Sat. Sept 10, to put the panel on. No one ever showed back up. Meanwhile, ******* is set to come on Wed. Sept 21st to fix the drain. Now they can not do this. This issue has been going on Since Aug. 1st and I am done dealing with hours on the phone to no one who will accept responsibility. I don't even know if I trust any of them to fix the dishwasher. I now just want them to rip the dishwasher out, give me my money back, and go with another company.Business Response
Date: 09/23/2022
September 23, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB CASE#: 18034572
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18034572
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. Due to the length of time since the order was placed and delivered, we decided to offer the customer a Home ********************** gift card for the entire amount of the appliance, protection plan, installation and haul away. The customer accepted our offer and allowed us to place the order.
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: ********
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