Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11,955 total complaints in the last 3 years.
- 3,426 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:09/15/2022
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 August 18th 2022 I placed on order for cabinets with a gentlemen named ***** (Order#H6158-150386). Cabinets were advised were going to be delivered first week in September. I called the store as well as online services on Sep, 8,9,10,11 and 12th was promised to be called back and never received one. On 09/14 I spoke with CSO ******* and she advised that the order never went to the vendor. I advised this was unacceptable as item has been paid in full since August 19th and I am paying a contractor daily for work based on the time they had said product would be received and order has not even been sent to the vendor in a month. ******* had no answer as to why the order had not gone to the vendor and advised ***** would have to call me back. The level of unprofessionalism could not be any worse as I have spent over an hour on the phone every day for over a week with no resolve and no idea when I will be receiving my cabinets. I also had another problem with on online order #WB2288671 which was placed on September 3rd and was showed to be delivered on September 6th. When checking the tracking number ***** advised they never got the item from home depot and home depot said that it was ******* fault. Again wasting numerous hours calling home depot and ***** and no resolution to what happened with that order either when I had a project to be done at a certain time. The amount of money these delays has cost me is enormous and unacceptable for a business to treat its customers.
Business Response
Date: 10/13/2022
September 20, 2022
Sent Via **************************************************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Case # ********
Dear **************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case where we forward our customers concerns to our District and Store Managers for their immediate attention and assistance with resolution.
We received response stating the store contact the vendor and was informed right now the *** for the cabinets are 10/27, However once the cabinets are in production, we will have a more realistic date which could be way sooner. The Online order the customer stated he was refunded by online due to it being missing.
With that said, The Home Depot does not consider this matter resolved and the case shall remain open with the store until the customers concerns have been addressed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its 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:09/15/2022
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 April 30th 2022 i went to The Home Depot Store in ************ to purchase sliding doors for my patio, about a week before the purchase The Home Depot sent a contractor to my home to take measurements as for us to purchase the correct size doors, the sale amount price was $4,281.31 which included the purchase of the doors and purchase/payment for Home Depots contractor to do the installation. The estimated arrival date and installation was according to Home Depot staff and the recipe to take place around the week of July 11th 2022. Since July 2022 I have called, gone directly to the store, spoke to store associates, store managers, etc. regarding when my doors would be received as there was never any updated tracking info but they never call back to follow up as they say. On or around August 30th we received notification that the doors were being delivered by the end of the day but the doors never arrived. The doors were delivered about 1 week later with no notification. Now we have doors but the contractor Home Depot had to install our doors stopped working for the company in May 2022. We were never notified and now we dont know who is suppose to instal our doors or when they will be installed. We are afraid of potential damage to the purchase of our doors due to the glass pains just laid against a wall on top of concrete and exposure to the elements and Home Depot will not take responsibility for possible damage even thought the doors could be sitting outside for months with no installation. A store manager was suppose to reach out on Monday Sept 12 but as always they never call back. We have been patient with Home Depot and management but we are tired of the continued run around and we just want our doors installed before they get ruined by the elements.Business Response
Date: 09/15/2022
September 15, 2022
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******, ** 30303
Re: *********************************/ BBB Case ID # ********/********
Dear ***********************
We acknowledge the receipt of the BBB Case ID # ********/********
The Home Depot has carefully reviewed this matter and have apologized to the customer for their inconvenience.
Customer was contacted and apologized to for the misunderstanding and confusion caused by our response to the complaint. We advised and clarified to the customer our commitment to ensure the patio door installation which is scheduled for 09-23-22 will go as scheduled and completed to the customers satisfaction. We will be following up with the customer until completion of the ******************. Customer was provided our contact information for any questions or concerns.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
SF Case # ********Initial Complaint
Date:09/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a stove, fridge dishwasher from Home Depot, ************ ** in May 2022. We have only received 1 item out dishwasher. The other 2 items were lost in a warehouse. The warehouse and delivery agency used is **************. We have prepared our stove and fridge 3 times now, where their delivery scheduling system advised us to prepare out appliances for the "white glove service" removal of our old appliances. They have advised us not to use the stove and unplug the fridge 3 times now. Which we have done. They appliances were scheduled on 3 separate occasions to show up. They have not shown up yet. When speaking to the warehouse manager at Korea Logistics she informed us that our two outstanding appliances were too far back in the warehouse to put on a truck and place out for delivery. It has now been 4 months and we still are waiting. We are looking for some type of reimbursement or acknowledgement of error or deficiency in the Home Depot purchase process. We have been out money for fridge items twice now, having to prepare / empty our fridge.Business Response
Date: 09/22/2022
September 22, 2022
Sent Via ***********************************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Case # ********
Dear Ms. ********************************** 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. Since this was a purchased in ******,this case has been forwarded to our business partners at THD ****** Online.
Our team advised the customer has confirmed the appliances have arrived and are working.
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 customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF# ********Initial Complaint
Date:09/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Original Transaction Date: 6/27/22 Order Numbers: W890646260, WB22439167 Escalation Case#: ******** We purchased a washer and dryer from Home Depot. They have continuously failed to install the washer properly, with the 7th failed delivery occurring today (9/14/22). This has caused extensive time taken off of work, countless hours on the phone with customer **********************, and several weeks without a functioning unit. The customer solutions team continuously says that they are not in charge of the warehouse/delivery, and then the delivery teams say they cannot talk to us and need to refer to customer solutions, locking us in an endless feedback loop. This has undoubtedly been the worst customer experience I've ever had, and despite countless requests for escalation, I cannot get an actual supervisor or someone with authority to fix the situation on the phone. After spending almost 2 hours with a member of their escalations team, I asked for the person's supervisor (who was not available at the time) to call me to resolve the problem and give feedback on the negative interactions. The supervisor did not call me this week as scheduled.Desired Outcomes:1. We still do not have a stacked washer/dryer with the doors properly reversed as originally purchased. We want a properly installed washer.2. We have received some credit for the washer, but not the full amount. A full refund of the washer is warranted.3. This experience is so absurd that we should be compensated beyond just the original purchase price of the washer to account for our time investment and days without a functioning washer. My fianc has taken off 20 hours of work as an independent contractor to be available for the delivery. We have also spent about 16 hours on the phone with customer ********************** to try and resolve the situation. The attached PDF's detail the time investment for each failed delivery. 4. Confirm feedback with a Home Depot manager about specific individuals and overall experience.Business Response
Date: 09/27/2022
September 27, 2022
Attn: Ms. ***********************
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 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 Escalations Team advised an email was received by ************** informing he service visit was successful.
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 do not hesitate to contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number ********Customer Answer
Date: 09/28/2022
Complaint: 18027986While the delivery of a functional washing unit as purchased has been completed, I am rejecting this response because we have not received any compensation for our extremely poor experience. The Executive Escalations team member committed to discussing compensation after a functional installation was complete, but the claim was completed before that occurred.
Due to consecutive failures by Home Depot, we incurred excessive lost wages from failed deliveries (staying home from work to be there for delivery), as well as extraordinary levels of hassle from the customer ********************** organization. We need to schedule a call to go over some of the details Ive worked out for fair compensation.
Sincerely,
***************************Business Response
Date: 10/04/2022
October 4, 2022
Attn: Ms. ***********************
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 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 Escalations Team is currently in communication with ************** to discuss compensation.
The case will remain open in our office until we have received confirmation from the Online Executive Escalation team that the issue has been 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 customerspatronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number ********Customer Answer
Date: 10/04/2022
Complaint: 18027986
I am rejecting this response because:
See previous message. Compensation for the missed deliveries has not been finalized like discussed with the escalations agent.
Sincerely,
***************************Business Response
Date: 10/12/2022
October 12, 2022
Attn: Ms. ***********************
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 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 Escalations Team advised ************** has accepted the offer of an electronic gift card in the amount of $500.00.
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 do not hesitate to contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number 30140385Customer Answer
Date: 10/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Customer Answer
Date: 12/05/2022
I filed a previous claim with the BBB for an extended series of failed appliance deliveries from Home Depot. I worked with their BBB resolutions team (*******************************) to agree on a resolution to the complaint, which was $500 additional dollars in Home Depot gift cards for the time invested in the failed deliveries and the hassle of not having a functional unit due to their failure. This settlement agreement was reached as part of resolving my BBB complaint. However, over a month has passed without any gift card payment from Home Depot. I have reached out to my Home Depot contact several times to understand what is going on, with no response. Home Depot has breached our resolution, so I am filing a new BBB complaint to receive fair payment. Case: ******** Online ELT RE: EXEC ESCALATION COMPLAINT/BBB/DD 9/14/2022 / ********/ ***************************/ W890646260 and WB22439167 EXEC ESCALATION COMPLAINT/BBB/DD 9/14/2022 / ********/ ***************************/ W890646260 and WB22439167 EXEC ESC Original Transaction Date: 6/27/22 Order Numbers:W890646260, WB22439167 Escalation Case#: 30024046Business Response
Date: 12/13/2022
December 13, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower,Suite 900
*******, ** 3030
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 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 Escalations Team advised ************** was emailed an EGC for the requested amount of $500.00
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 do not hesitate to contact me if you have any questions.
Sincerely,
***********************;
Executive Escalations
Phone:***********************
Fax:************
SF: 30140385Initial Complaint
Date:09/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
******* Refrigerator's model RF28HMEDBSR. Purchased on 11/19/2017 for the price of $1681.82 with add on warranty from HD ($147.03 for 3 years). This model is currently part of the class action lawsuit. This model has all sort of problem including ice maker failed, HD fixed it but it still failed. It freezes up. It also leaks water inside and out.Business Response
Date: 10/10/2022
From: ***** duper, Tracy
Sent: Monday, September 26, 2022 3:37 PM
To: cc_release <***********************************>
Subject: SF# ********
Hello OST
Please post the following for BBB Case 18027897
September 26, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB Complaint#: 18027897
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction 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 Resolutions team responded:
Action(s) Taken 09/19/2022
We are closing the case at this time as no further assistance is needed.
The gift card confirmation is CSDXTU4V5E. We sent a follow-up email to the customer.
The customer called us back and spoke to us regarding the service history for the refrigerator. The customer said ********************** protection plan administrator, *******, sent a technician to her home in 2020 to fix the refrigerator. The customer said the refrigerator seemed fixed but a little bit later, after the protection plan expired, the refrigerator was leaking water from the inside and outside. We offered to send the customer a gift card for the price paid for the refrigerator and the customer accepted.
We called the customer and left a voice mail message. We sent a follow-up email to the customer.
09/16/2022
We located an order number and verified order details.
With that being said, the customers concerns have been addressed, this matter is resolved 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,
*********************-Duper
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:09/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a security door from Home Depot included installation on May 11, 2022 for a total price of $2325. Order number HO *********. Purchased included installation. Door was installed, purchase price paid, however portion of the door was defective and required replacement and installation. This complaint concerns Home Depots follow up concerning the defective part and install. I made multiple attempts to contact Home Depot and have them come back out and replace and install the defective portion of the Door, which they have committed to do. Nonetheless, it has been more than adequate time and I have made numerous attempts and the door remains unfinished. Please assist me in this matter.Thank you,*********************** ************Customer Answer
Date: 09/19/2022
Thank you for your quick response. The matter has been resolved. Your help appears to have prompted the business to resolve and they have been very responsive since. As far as I am concerned the matter is resolved and I would not like to proceed with my complaint any further.
If I need to do anything else, please let me know. Otherwise, thank you and I really appreciate the BBB and the help provided.
Best,
***********************
Initial Complaint
Date:09/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchase the lawnmower on 4/9/2022 and was cutting my grass on 9/9/2022 when it caught on fire. I took the lawnmower back to Home Depot to be told that I need to call this number ************ to inform them and see if someone could help me with getting this resolved. Then I was told to call ************ and see if I could schedule an appointment to get this repaired to be told after taking the lawnmower to the shop (that this is not repairable and to get in touch with the Better Business Bureau). I've only use it about 5 - 10 times to go over the trimmings, my driving mower was more so to cut the grass. Please find attached copies of the mower and the receipt. Please let me know if anything else is needed.PS: Would like to be reimbursed as well as if there was recall on this mower (****** "21" push mower).Thanks in advance!***********************Business Response
Date: 09/16/2022
September 16, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
235 ************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction with our company. The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. As a form of compensation for the ****** Lawnmower, the customer was offered an electronic gift card in the amount of $350.00 and she accepted.With that being said, we are in the process of addressing our customer's 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 customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************;
Executive Escalations
Phone:***********************
Fax:************
SF:30139388Initial Complaint
Date:09/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 30-gal air compressor from Home Depot (HD). It was delivered damaged with oil in the bottom of the box. I called HD and started a return/pickup. Due to business operations, I needed the air compressor so HD charged me for another one and shipped it to me. It arrived undamaged. I scheduled the pickup for the return of the damaged air compressor with ***. I was given a 4 hour window. Driver never showed. I tried calling *** and could not get anyone to answer the phone. I called HD. They were able to call *** and I was told driver would arrive in 30min. I waited an additional 1.5 hours. Driver never showed and never called. I rescheduled the pickup for another 4 hour window. Driver never showed and never called. When I called HD, they tried to schedule a pickup for a third time. I was never told why the *** is not picking up. I was told my pickup would be escalated and I would receive a call back in 24 hours from ***. Ive been charged for two air compressors and wont get my credit for the damaged product until it is picked up. I need someone from Home Depot to contact me and ensure this item is picked up so I can receive a return. *** has no way for consumers to contact them.Business Response
Date: 09/16/2022
September 16, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ****** Deal / 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 Ms. ****** Deal on September 16th regarding her order CP44144144. At that time, we advised the customer to discard the compressor and issued a full refund. Ms. **** is aware that refunds typically reflect in **** business days depending on bank processing times
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:30139258Customer Answer
Date: 09/20/2022
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,
****** C DealInitial Complaint
Date:09/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In February I went into Home Depot for a kitchen remodel. Cabinets and countertops. Sat with the designer and did a virtual design of what I wanted. They sent out someone tk measure twice. The cabinets were installed and I waited another month for the countertops to come. They were cut wrong. They didnt want to take responsibility for it so I asked for my money back, the measurements were wrong for the dishwasher it didnt fit and now they refused to take it back because of the time, it took them to do the kitchen. I bought countertops from another company it only took 2 weeks, but dishwasher doesnt fit and I still havent received my refund. Service is awful, they dont call back when they say they will. I had been 7 months without kitchen.Thanks *************************Business Response
Date: 09/16/2022
September 16, 2022
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******, ** 30303
Re: *************************/BBB Case ID # ********
Dear ***********************
We acknowledge the receipt of the BBB Case ID # ********
********************** has carefully reviewed this matter and have apologized to the customer for their inconvenience.
A refund credit will be processed to the customer for the countertop. A gift card in the amount of $600.00 was offered to the customer for the dishwasher. Customer accepted. Customer is satisfied with resolution. Provided our contact information for any follow up questions or concerns.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
SF Case # ********Initial Complaint
Date:09/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid for a flooring project back in June 2022 for my kitchen, 3 bathrooms and my hall, entryway and laundry room. I was required to pay for ALL products and services in order to even schedule installation. Installation was scheduled for August 29. It was a 2-3 (max) *** job according to the installers. Day 1, no one showed. Day 2, 3, 4, 5 and two contractors came arriving around 11 am and leaving at 3:50, 3:10, 2:30, and 2:10 (I have a ring camera to prove this). In that time, NOT ONE ROOM was completed. One of the contractors came back on Labor *** from 9:30-5:30 and spent the entire *** hand cutting the quarter rounds. He said he'd be back in two ***s. I received a call from CFI in between to say his van broke down and they wouldn't complete the work until late Oct/early Nov. I called Home Depot to tell them and ******* and ******* got involved. They sent a new contractor the following Sat (9/10) to 'finish' and when he saw the work done previously, he said it was not done right and he couldn't anything. I called ******* again. She drove out to CFI on Mon*** to discuss. I was supposed to have the new guy come in and finish within the week. I just got a call saying that they can't come for another 3 weeks. I called ******* again and left a message. I absolutely can't wait another 3 weeks, making a 3 *** job over 6 weeks to do, and by the way, all my furniture is moved and you can't walk on the floor and the bathrooms have no toilets. I have contacted an attorney and have requested all my money be returned and the floors be restored to the way they were. I'm awaiting on an phone call back. WORST EXPERIENCE EVER. I can't believe Home Depot would contract out with such an unreliable company and treat a long-standing customer with zero regard to get this completed. I have multiple email exchanges and texts and voicemails. All I want is the job completed - this week AS PROMISED.Business Response
Date: 10/19/2022
October 19th, 2022
Sent Via Email
Attn: Ms./Mrs. ***********************
Customer Experience Specialist
Better Business Bureau
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 with our **********************, company.
The Home Depot has reviewed this case where we forward our customers concerns to our District and Store Managers for their immediate attention and assistance with resolution. We received response from the customer stating that her project is still incomplete, and is seeking compensation for the overall inconvenience. I've made contact with our business partners to discuss how we will be moving forward for completion and will continue to update the customer.
We confirmed this information with Ms./***************** via email and asked that she please reach out if further assistance is needed. With that being 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 contact me should you have any additional questions or concerns.
Sincerely,
*******************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: *******************
F: ************
SF#********
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