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
- 11,967 total complaints in the last 3 years.
- 3,440 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:09/09/2022
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.
June 16 a dishwasher purchased from Home Depot (HD) was to be delivered and installed by people HD contracts with, and the old one was to be removed from my kitchen. Two installers appeared, left new machine in my garage, and left without taking away the old one or installing the new one. I called and called HD and implored for another pair of installers to come out ASAP and this time send someone reputable. June 18 two more installers appeared, who at least removed the old machine, but did not install new one. No parts delivered either time installers appeared. I had power and water off to aid in installation, but they still refused to install. I've had several dishwashers installed in the past with no issue whatsoever. But never from HD. HD charged me for parts that were not delivered with the installers, and charged me also for installation which never occurred. I spoke with ****** of HD online orders at ************ on July 6 he issued this problem Case No. ******** and agreed to remove the installation fee, parts fee and reduce cost by $315.69 to $679 for my inconvenience and provide 18 mos financing of the balance which I accepted as a fair resolution. As of July 19 the reduction still did not appear, so I was advised to file an online dispute. The dispute resulted in much texting and correspondence with an address P.O. Box ****** in *********** and result of which is still not what I agreed to with ******. Instead of a $315.69 credit I was credited only $129. So far I count 19 TIMES I have reached out to HD, two people lost two days of work, I've expended several hours of time attempting to resolve this, and I am still not made whole. It feels like they are not reading my online efforts, nor my faxed correspondence, and especially not acknowledging my phone call with ****** of HD July 8.
Business Response
Date: 09/13/2022
09/13/2022
Sent Via Email
Attn: *****************************
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 dishwasher installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team has verified that the customer has been refunded for the parts and services that were not used/complete and additional compensation for the inconvenience.Funds were sent to original form of payment.
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: ********Initial Complaint
Date:09/09/2022
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.
All appliance delayed delivery because Home Depots delivery issue which is ridiculous and now we just discovered that the brand new fridge delivered less than 2 weeks ago is now working . All ice melted and leak everywhere on the wood floor . Ice cream melted . The refrigerator is at 70 degree .all the food is bad . This is not acceptable. We need to return this defect product for our refund .Business Response
Date: 09/15/2022
September 15, 2022
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 the customer 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.
The online resolutions team provided the below updates:
************************** is a known customer who is ***********************. She and her husband, *********************, uses multiple emails and phone numbers generated using online services to change the number so they can file new complaints to collect discounts and gift cards. The customer has already been informed that we will not offer other gift cards or discounts. We will resolve any issue, but discounts will not be a part of that resolution.
The customer previously attempted to have a "promised discount" applied to this order. The proof they showed was a screenshot well known to be used unwarranted discount applied to order. The screenshot is attached in CRM.
We emailed the customer and advised them of our contact information.
****** and ***** have been provided discounts and gift cards for multiple orders, including a $500 gift card for this order. When they accepted the $500 gift, we advised them we would not offer any more gift cards or discounts.
We called *********************** at ********** and ********** and advised them we had emailed Whirlpool and requested they contact them for resolutions.
This case is on a path to resolution.
No further actions are needed, close case.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************;
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 09/22/2022
Complaint: 18003264
I am rejecting this response because:It is shocking ? Probably not that homedepot executive department just allow their staff go around disrespect and discriminate customer.
When customer and their children suffer from variety issues Homedepot made Homedepot staffs response is to keep blaming customer complaining. And that is just due to pure fact that I am a women,a foreigner and doesnt sounds white enough. What a wonderful company this country can have?
I find it is necessary and important to speak up about this .Please see my options below :
1.The discrimination I faced from homedepot staff
*************************** the homedepot Executive Escalation Support staff has completely discriminated me and being a total racist against me, mistreating me due to my gender and race .When I complained to BBB regarding our appliances issues. At first , when *************************** contacted my husband and was being very nice on the phone , polite and apologized for the delivery issue that they had and the inconveniences it caused. Everything was going well until I started talking on the phone and when he sees my last name.(foreign last name) I realized that because the accents he heard on the phone his attitudes changed completely,he started being rude to me and was going to hang up the phone on me while I was still talking. So I had to give the phone to my husband?How disrespectful!Homedepot as a big company across the country failed completely serving the customers with respects. The way their staff is treating customers is unacceptable. It seems like customer doesnt deserve respects if they have accents or doesnt sound White enough. Their Discriminating against me because of the way I speak English is a form of racism. When an customer and young kids suffered from mistakes homedepot made they were trying to blame on the customers instead of fixing their mistakes which is purely because they discriminated me.
2.I forced to talk with *************************** again who discriminated against me previously .When I filed this complaint and talked with a new staff I have told him I would like to not working with *************************** as he was rude to me however this person didnt care and I was forced to work with someone who discriminated me. He stated they dont have any supervisor and I can either talk to someone who mistreated me or nothing would be reviewed. This is causing significant emotion distress for me which affects my mental health. Again, from my experience I dont think they really care about foreign customers and it is just about making money and their behavior is unacceptable.
3.homedepot lied to me about discount I would receive and blame customer for complaining their issues
Homedepot messed up on most of our orders and caused inconvenience ,financial loss for us which is far more than what they offered us in gift cards. And we all know gift cards are just something they want you to buy more things from them .However, *************************** made it sound like its customers faults to complain regardless homedepot messed things up .Easy question for him, if homedepot has done the job up to the normal standard and meets normal expectations and not causing financial loss to the customers then what can customers can complain! But he just blaming customer because they complains about terrible service they received ?But again I think it might just due to him being a total racist. When issues happened, Homedepot doesnt try to fix their issues on their part and do better but trying to blame their mistakes.
4.Home depot sent us a defected refrigerator . They say this is on a path to resolution which are Lies !
This is not on the way for resolution as it has been weeks we are having this defected refrigerator and the issue is still not fixed. we even contacted them ourselves but over two weeks passed nothing has been resolved. Now we are left with a defect refrigerator homedepot sent us . It was supposed to be brand new but now it is not even working and we just got this within a couple days . Hundreds of dollars of food just went to waste and I had health issues due to eating food from their defected refrigerator . In this hot summer day , my family are left with a nightmare refrigerator that warm things up to 70 degree and none is resolving anything.
Home depot failed to protect customer information
Another note is homedepot just allowing their staff to share customer information on the internet and with 3rd party without approval. Customer information should only be used for intended purpose. I am not sure how homedepot uses customer information
But this is alerting and scary! Please do not use customer personal information without consents.
5.comments on me accepting the $500 gift card
Lets be honest , I was never willing to accept it as the inconvenience and financial loss it caused due to homedepot is far more than $500 gift cards that we can only spent at Homedepot. We were left the choice of either accept it or just nothing as *************************** was going to hang up on me.
comments about the discount they lied about
6.*************************** claimed I knew there is no discount but still placed the order after which is completely False and he was just trying to be difficult as he is a total racist. The logic here doesnt even stand. If I placed the order after I had conversation with them then how could I give them my order number during the conversation ? The answer is easy that he is just being difficult because he discriminates me .
Racism, great evil in our society and that is my experience with homedepot staff.
Sincerely,
***********;Business Response
Date: 09/28/2022
September 28, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ***********************/ BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience the customer 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.
The online resolutions team contacted the customer to further assist and provided the below update:
Sent a Settlement and Release Agreement to ********************* which he signed and returned.
Spoke with ************************ She verified Whirlpool was contacted but they have not gotten back with her to schedule an appointment as there may be no one in the area for service. ****** is a remote town in ****. We discussed the option of a refund but a trip to the store over an hour away would be necessary. She agreed to have her husband sign a Settlement and Release Agreement to be returned and a manual check then requested and mailed. As per ***********************, the $500 gift card was accepted for the delays with delivery. The dishwasher and stove were not installed at delivery, but dishwasher installation was not requested on the order and the stove needed parts. Mr. and *************** have made purchases of the necessary parts and have taken care of the installation themselves.
An email has been sent to ************** confirming his check was approved and is being processed. He can expect *** delivery within 2 business days of the check being cut. Check days are Tuesdays and Thursdays.
Submitted a request for a manual check approval. Check request in the amount of $1303.24 was approved and sent to bookkeeping for processing. A request for *** expedited shipping has been submitted, Task 22747.
9/27/2022
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Initial Complaint
Date:09/09/2022
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 8/1/22 I Placed a $14000 order with Home Depot (# **** ********************************************************** 32405)for a complete home ********************* installation at my 87 y/o Fathers home. About 4 weeks ago the installation process began. 2 weeks ago they "discover" that we are 10 boxes of ********************* short, and would contact HD for more material. On Tuesday of this week (week 3) I contacted HD to find no material had been orderded. Today (week 4) I call HD (after contacting ******* and ***** with the installers) and was informed by Ast Store Manager (****** ext 102) that material has not been recieved, and installers would not be back on job site until next Thursday (9/15/22 end of week 5). HD corporate office was contacted (Case ********) and they are looking into the situation. At no point has anyone came to the job site to ensure quality work, plank that has been installed has gaps and makes a lot of noise when you walk on it??Business Response
Date: 09/19/2022
09/19/2022
Sent Via Email
Attn: *****************************
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 his flooring installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. I have spoken with ************ and will be working with him directly to get the issue resolved.We discussed having the cost of the installation refunded and ************ will hire his own installers to do the work. I also advised him that we will discuss additional compensation for the time lost and the frustration. I will continue to work with ************ and our Field team until the issue is 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.
Sincerely,
******* Clay
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Initial Complaint
Date:09/09/2022
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.
8-1-2022 Had new HV** unit installed for $8100. It took many days before the unit would get cold. Day 1, It took 10 hrs for the technicians to do the install. We were told that it would take 2 hrs before the ** would cool my house. The temperature in my home remained 90 degrees. I called ARS the next morning and they sent the same two technicians out. Day 2, (08-2-2022) The technician checked the unit and said that the unit was defective. They brought a new unit out and it took another 10 hrs to install. They could not get any cold air to run through the unit. Again, we had to stay in a sweltering house. Day 3, (8-3-2022) a field supervisor came out to guess what the problem was. I asked to be put in a hotel and was told I would have to pay for it and maybe accounting would reimburse me. So, my family had to stay with family. So, inconvenient September 2021. Day 4, (8-4-2022) technicians said line was frozen. They had to run a new line which took hours and in the meantime, my house is extremely hot. I was assured that I should not have anymore problems once the new lines were installed.The ** worked fairly well for about 2 weeks. Then, the ** went downhill again. I called ARS again and on 8-22-2022 a technician came out and said that the lines were frozen again. He had to allow the line to unthaw. 8-23-2022 the technician came back and took about 8 hrs to get the ** to work. He thinks the line might have a small leak but can not find one. The ** worked for a few days. 08-30-2022 the ** stopped blowing cold air again. I contacted the quality manager but have not received a call back. I am highly unhappy with the defective ** unit. It should not be this hard to get a brand new unit to work properly. I want the company to honor their 100% unconditional money back guarantee and give me a refund of $8100. I never thought ARS would have to come to my home so many times for a new unit in the same month that I made the purchase.Business Response
Date: 09/20/2022
September 20, 2022
Sent Via Email
Attn: *****************************
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 valued customer may have experienced with our **********************, under order number H0110-267539. Customer reported concerns with her HVAC unit.
The Home Depot is currently reviewing this case and has reached out to all parties involved. We have partnered with our business partner, the District Services Manager to handle this complaint.
We have received the following update:
The District Services Manager reached out to the customer and left a message. As of now the vendor has advised the unit is working and they could not find the leak, so they placed die in the unit to check back on 09/22/2022 (Thursday). We are hoping to remedy and offer compensation for issues once the vendor and customer agree it is working correctly and resolved.
With that being said, The Home Depot is addressing our customers complaint and considers this matter in progress.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expediter-Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:09/09/2022
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 went to the store to make a purchase and I was informed by the customer ********************** that they price match as long as you have the ad and it is not sold by a third party. Upon check out I was informed that they do not price match and that Home Depot will not match their prices. I purchased a ****** reel mower that was ****** the price match was for *****. I ended up paying thr ****** instead of having it price matched. I called customer ********************** and they refused to help me and I stayed on the phone for over an hour.Business Response
Date: 09/11/2022
09/11/2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***************************** /BBB Complaint # ********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. I reached out to our customer,and she explained her frustrations with the situation and how it was handled. I did apologize for the service she received, and I did educate the customer on the Price Match policy with Amazon. I also offered customer a gift card for her inconvenience, she accepted and I did send it via email.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:09/09/2022
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 ******** Home Depot $30414.37 up front to do a kitchen remodel March 25,2021 and my kitchen has still not been done. The cabinet doors have marks and poor workmanship. The counter has chips and they are saying it is out of warranty. I have not used my kitchen as of yet. My appliances need to be installed but they are not taking care of me. I have a claim with the corporate office #******** but they are also giving me the run around. Yesterday they scheduled a phone conference at 1:00 p.m. but no one called. I called them once again to be told they will call me. They give no phone number to call. I am at a lose to know what to do to get my kitchen finished. It has almost been a year and a half with no kitchen. Once they got my money they have been taking their time with my kitchen. Cabinets and a counter that is it. Please help me get my kitchen done. Home Depot is not a good business.Business Response
Date: 09/22/2022
September 22, 2022
Sent Via Email
Attn: *****************************
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 valued customer may have experienced with our **********************, under order number H0668-212370.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Our District Services Manager (***) will be handling this complaint.All information for this case was forwarded. The *** contacted the customer and provided the following path to resolution; refunding the appliance installation,install microwave, cover repair for the countertop, and site visit to address door fronts on 09/14 or 09/21.
With that being said, The Home Depot is addressing our customers complaint and considers this matter is a work in progress.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expediter-Executive Escalations
P: ********************
F: ************
SF#********Customer Answer
Date: 02/08/2023
My kitchen is still not done. It will be two years this March. They took my money $30,469.00 up front and I am still waiting on my kitchen to be done.
Business Response
Date: 02/09/2023
February 9, 2023
Sent Via Email
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 experienced with our **********************, under order number H0668-212370.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Our District Services Manager (***) will be overseeing this complaint. All information for this case was forwarded. The *** contacted the customer and provided the following path to resolution; refunding the appliance installation, install microwave, cover repair for the countertop, and site visit to address door fronts on 09/14 or 09/21.UPDATE: As previously stated, the District Services Manager (***) was the customers point of contact (POC) regarding their kitchen project. Per an update provided by the *** on 9/12/2022, Home Depot agreed to refund ************ the cost of appliance installation, complete the installation of the over-the-range microwave, cover the cost of countertop repair (the customer reported damages eight months after installation, and they were not covered under warranty), and schedule a site visit on either 9/14/2022 or 9/21/2022 to address any additional concerns regarding the cabinet door fronts. The *** advised the customer has had a functional kitchen since December 2021, as the cabinets were fully installed/functional; however, ************ refused to allow appliance installation until she approved all cabinet door replacements.
In October 2022, the *** confirmed the customer had their direct contact information and advised they were providing weekly updates to the customer regarding the status of the cabinet doors. As the customer requested the cabinet doors be ********************** as they arrived, a partial install was completed on 10/26/2022 in the presence of the ***. Home Depot has been in constant communication with the customer regarding the status of their kitchen project and provided an updated ETA of at least four weeks for newly fabricated cabinet doors at the end of November 2022. Home Depot advised of a cabinet door reorder and the need for another installation appointment upon arrival.
New cabinet doors arrived in late December 2022. Five cabinet doors were installed on January 3,2023. *** advised the customer that the other four cabinet doors were being reordered and fabricated by Kraft Maid. In email correspondence on 2/9/2023,Home Depot advised the customer that their previous POC had transitioned to a new role; however, a new POC attempted to contact the customer via telephone/voicemail/email. The current ETA for the remaining four cabinet doors is Tuesday, 2/14/2023. Once received, Home Depot will contact the customer to schedule ******************. Home ********************** communicated all this to the customer via email on 2/9/2023.
With that said, The Home Depot is addressing our customers complaint and still considers this matter a work in progress.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Should you have any additional questions or concerns, please contact me.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30086307Initial Complaint
Date:09/09/2022
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 reached out online to the **********, ************** location (where my wife and I buy quite a bit of stuff) and submitted a request for a screen or storm door installation, expecting to hear from Home Depot about coming out to give us a quote. That was on August 31. I received an automated text, "We've got you covered! We'll call you soon to discuss your door project." Do you think I've heard anything from anyone??? Not a word. Not a phone call. Not another text. Not an email. Nothing. Horrible customer **********************! We will be giving ****** our business from now on.Business Response
Date: 09/28/2022
September 28, 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.
The customer was contacted by the ********************** provider and was scheduled for Tuesday,09/13/2022. Schedule completed.
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 # ********Customer Answer
Date: 09/29/2022
I am now just waiting for the measurements to be done. I have an appointment scheduled. I don't want to close this case until that is done, in case they don't show up.Customer Answer
Date: 10/11/2022
Complaint: 18002974
I am rejecting this response because:They were supposed to be here today to measure the door (before 1:30). I just texted the people who reached out to me to schedule, and they are now saying that they made a mistake and scheduled it for tomorrow instead. I want this shared with Home Depot, as once again they have dropped the ball.
Sincerely,
*************************Business Response
Date: 10/18/2022
October 18,2022
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 # ********
We apologized to the customer for the missed appointment date. ******** was provided the quote amount for the storm door and requested to allow time for him to discuss with his wife. Followed up with the customer today 10/18/2022 who advised he will be going to a different company to do his project.
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 # ********Customer Answer
Date: 10/20/2022
Better Business Bureau:
I will accept this response, but the business needs to know that the reason we declined to have them install the storm door, is that when I spoke the gentlemen from Home Depot, he gave me an estimate of how much the door would cost. However, later in the conversation, the price of the door had increased by $400 (he said due to it being a custom size). Again...not a good experience at all with Home Depot. My family and I will stick with ****** for our future home improvement needs.
Sincerely,
*************************Initial Complaint
Date:09/09/2022
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.
We are building a new home for our family and ordered 22 windows and 2 sliding glass doors from Home Depot in ********** ** on June 8th. Order number was H1542-110322 . We paid $18,824 for the windows which included delivery services of the windows to our home build site in ****** **. The windows were received by Home Depot store prior to August 31. We called to schedule the agreed delivery and were told that their A frame for delivering windows was broken and it could take up to six months to fix it. We were told we could wait to have our windows delivered after they fixed their A frame (up to six months) or we could come get 24 large windows and doors ourselves by renting a large u haul, driving it ourselves (1.5 hrs each way), and unloading a house worths of windows ourselves. They would reimburse us for the uhaul. We talked to 3 different managers (****, ****, and *****) who all said this was our only option. We proposed that Home Depot could rent the uhaul and deliver it themselves. We proposed that the normal 3rd party vendor that delivers windows could get a uhaul. We proposed that a different Home Depot store could assist. We proposed that they could find a different third party to assist. All valid solutions yet the stock response was that we unfortunately cant do that. This is one of the most absurd situations weve ever experienced. We paid significant money to order windows through HD and have them delivered at site. It feels like were being blackmailed to become their delivery service. It will take an entire day to do it. Its a dangerous drive through a canyon. We need childcare for our children. Wed risk our backs unloading them. How is this acceptable from the largest home renovation store in the ***?? We would not have ordered through Home Depot without delivery. Home Depot will cause us severe financial harm if the windows arent delivered by Sept 23 (contractor/inspection delays). We just want what we paid for.Business Response
Date: 09/26/2022
September 26, 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 Executive Escalation called and spoke with *********************** on September 26th regarding her order H1542-110322. At this time, the customer confirmed that her windows were delivered on September 14th.
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:30081304Customer Answer
Date: 09/29/2022
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:09/08/2022
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.
Got an HVAC complete system install through Home Depot. They claim they send out vetted professionals but that's clearly not true. If they would have read just one review or did any kind of research they would have known that this company is notorious for being shady and now my house sounds like a wind tunnel where we can't even hear each other speak if it's on. The vents are dripping with condensation and the humidity indoors stays at 70% on top of the outside condenser fan making a loud metallic banging sound every time it kicks on. I've tried to get in touch with the company they sent out but they've disappeared. I tried to leave a review on Home Depot's website but they've taken down the option and will not let me post one I've chatted with the customer ********************** reps as well as made phone calls I either get hung up on or transferred. This is the ******* ********* locationBusiness Response
Date: 09/17/2022
September 17, 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 Executive Escalation called and emailed *********************** regarding his order H0347-91757 on September 9th, 12th, 15th, and 17th.At this time, the customer hasnt responded to emails or voicemails.
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:30081323Initial Complaint
Date:09/08/2022
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 the 26th Home depot came out and installed carpet in a small area. I will send two pics of the issue that I am having. They left enough carpet to install the remainder of my downstairs in which the measurer only measured for half as I ask for. I spent over **** for carpet for which an enormous amount was left for me to do whatever with which would be to destroy because I have no use for it, Also they scraped a portion of my wall. The store said that there was nothing that the store could do with it and if they were to take it back it would be a restocking fee and 195 pick up fee in which both is totally unacceptable for me. I will not negotiate someone else's mistake as if it was my fault. I want my wall repaired and I want a refund for all this extra carpet that they left at my home.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 Executive Escalation called and spoke with ***************************** regarding her order H1924-139069 on September 23rd. ************** advised that she would have an estimate done and forward them for a claim review. At this time, we have not received any information. On September 12th, our store leadership also offered ************** compensation and she declined the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that said, this matter is till in progress and monitored until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:30081291
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