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
- 11,936 total complaints in the last 3 years.
- 3,425 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:09/13/2022
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.
2019 windows installed by Home Depot. Upon completion installer damaged a great deal of stucco DURING installation. I asked installer to repair it. He proceeded to put caulking in spots. I noticed that the caulking did not match. I called his attention to it. He then tried some other caulking that I was later informed by several stucco companies and Home Depot's representative that it was not the proper caulking. Home depot offered to have it repaired for about an amount that would not cover the extensive damage. I was instructed by Home Depot to get 2 estimates. I consented. I contacted Home Depot and explained that getting contractors for estimates was difficult, due to the pandemic. I finally got contractors out for estimates. When contractors came out they discovered additional damage on the top floor windows/stucco where the installer had installed new windows. Every window installed had damage and improper repairs.Home depot sent out their representative on a number of occasions to either assess stucco damage and try to repair the leaks. During last visit the rep discovered that one window was in fact defective and needed to be replaced. To date that window has not been replaced and no response to my last email. It was also noted by their representative during this last visit there were other improper installation on our windows by their contractor. My windows are still leaking and my stucco situation has gotten worse. As per their representative ( Home Depot) who I had been passed off to from (Home Depot rep) instructed me to wait to hear from the installer. Home Depot stated that if I did not receive a call from the installer by a specific date that he (Home Depot claims rep) would handle it. I never heard from the installer and Home Depot rep then passed me on to, Installers claims (***********). *********** will not accept responsibility and denies their client having done the work. We paid $37,000 Job #******** Job# ******** Lifetime warranty
Business Response
Date: 09/26/2022
September 26, 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 customer was contacted and has been scheduled for the installation of 1 window on October 3rd, 2022. The ** claim is still pending, and all updates will be communicated to the customer directly once the decision is made.
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:09/13/2022
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 washer on Aug 9. The delivery was re-scheduled numerous times. I cancelled the order on Aug 23 and I have not received my refund.Order Number: H3864-101092Business 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 Ms. ********************************** acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot online team has confirmed that they were able to complete a refund for the customer.
Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 09/20/2022
Better Business Bureau:I was reimbursed in a timely matter after BBB got involved.
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:09/13/2022
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.
Placed an order online for tile to be delivered. Delivery did not occur next day as described on their website. Had to call East Liberty Manager stated I need to call ************ as all deliveries go out from there. Called and manager stated would call me back with delivery date and never did. Had to call the customer care department to get the price match that Home Depot states they will do with the lowes advertisement. This was never done. My account has been charged over ******. Finally received the product only for THEIR staff to deliver 8 of the wrong product. Manager at ************ said I NEED TO RETURN THE PRODUCT. Even after I paid a delevery fee and HOME DEPOT made the mistake. Called customer care again. They set up a delivery for 9/7 only for that driver to call and say he is in a big truck and can't pick it up, he will call back to when items will be picked up. NEVER called back. I call customer care wanting to speak with a regional manager was told I need to call the store and the manager will provide. I am not getting any where with anyone at this point. Called ******************* Home Depot and manager refuses to give me regional managers number. She stated if my son comes to the store she will accept the return. My son drives over 45 minutes as ******************* Home Depot is the closest only for this manager who stated she will accept it to deny the return. They state there is a temporary possible pick up for this item scheduled for 9/16 so they are not accepting the return. I am sure they will cancel yet again. Spoke with Manager from ************ yesterday 9/12 since this is where items originated that I have been told. She stated that she is going to personal fix the price adjustment on my Home Depot credit card to match Lowes price. IT STILL HAS NOT BEEN FIXED AND I AM STILL ALSO BEING CHARGED FOR A PRODUCT THAT THEIR STAFF DELIVERED INCORRECTLY.Business Response
Date: 09/14/2022
09/14/2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *****************************/ BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB ********************************** behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team has advised the customer that she has been refunded for the price match & that she will be refunded for the incorrect product once it has been picked up.
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: 30126044Customer Answer
Date: 09/18/2022
Home Depot picked up the wrong shipped items and my account still is not credited the ***** per box that I was originally charged. Home Depeot still needs to correct their errors. Thank you,
*******
Business Response
Date: 09/20/2022
September 20, 2022
Sent Via Email
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 # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with his door installation.
I have been in communication with our customer as well as our field team. Our online team has verified that the store will be issuing a refund via check to the customer.
As previously stated, ********************** has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF#********Initial Complaint
Date:09/13/2022
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 08/19, I purchased two appliances for the total amount of $2,500 at the ************** Store using my debt card . I was able to set the date for the delivery for 09/06 a in Torrance. I was not provided with any return/cancelation policy at the time of transaction but as any other consumer, As the time of delivery approached, I received a text message confirming my delivery. I waited all day on 09/06 for the delivery and they were no show. In the end of the day, I got a text message stating that my delivery was re-scheduled for 09/14. The customer ********************** rep on the phone apologized and placed me on hold to see if he could anticipate the delivery for 09/09, which he did. I received a confirmation via email that machines would be delivered on 09/09. September 9th came and no delivery. Around 1pm I called to inquire on the status of my delivery, and I was told that they didnt have a delivery scheduled for me on that date- the date was set for the 14th. At this point I asked them to cancel the order and refund me. The customer ********************** proceeds to tell me she canceled the order and processed a refund over the phone for about $500 related to insurance and parts but that I needed to go to the store in person to collect the remainder of the funds and physically swipe my card. I headed to the store around 2:30pm on 09/09 and the customer ********************** started trying to process the refund but that it was in pending cancellation status. She could not process the refund unless I waited 3 days. I escalated the issue to the manager on duty,Business Response
Date: 09/21/2022
September 21, 2022
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **********************************************************************************************
RE: *********************** / BBB Case #: ********
Dear ****************:We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.The Home Depot has reviewed this case and offers the following resolution.
The Home Depot partnered with our Online Executive Team, who ensured the refund was completed and provided the customer a $250.00 gift card for the inconveniences and overall experience. In addition, we forwarded the customer's feedback to the different departments that were discussed to ensure this does not happen again.
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 #: 30117050
Initial Complaint
Date:09/12/2022
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 2017, I purchased a ******* Flex Washer and Dryer for $2,033.97. The amount paid for the washer was $724.00 The washing machine did not work on arrival and so my ******* Flex Washer was replaced in ***************************************************************************************************** 2018. In 2022, I filed a claim with Home Depot as the top washer became inoperable. The part for my washer could not be obtained and therefore, Home Depot stated they would refund my entire purchased on a "gift card." Well here is the issue. Home Depot states I purchased a washer in 2018 for $400.00. I did not. This was the washer that was replaced at no cost in 2018. Additionally Home Depot has refunded me $511.00 on a "Home Depot" gift card. Not exceptable. * Firstly, Home Depot owes me $724.00 plus tax in a check, as that is what I paid in 2017 (fully warranteed). Home Depot has sent me a "Home Depot" gift card for $511.00. I did not pay them in a "Home Depot" gift card and therefore it is not acceptable to pay me in "Home Depot" gift card. I expect a check for $724.00.* Secondly, I would like my check delivered overnight. Please have Home Depot cancel the "Home Depot online Gift Card" as I should not be forced on where I shop as I paid in cash for my washer, and that should be my refund. I will not be using the online "Home Depot" gift card unless that will be gifted. However, I only want what is owed to me.And that amount is $724.00 plus tax. I now have had three useless ******* Flex Washing Machines of which two were replaced at no cost. I am so dissapointed.I have attached a copy of my receipt attached showing my full payments and the breakdown of the cost for my washer and dryer. I was fully warrenteed and expect overnight payment of $724.00 plus tax, promptly. Thank you for reading through my complaint and I hope you have a wonderful week.Business Response
Date: 10/03/2022
October 30, 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 during their Home Depot store visit.
The customer was contacted and offered compensation for the amount of the washer.The customer requested the compensation in the form of a check. Check in the amount of $511.92 was processed. Customer also received a gift card in the amount of $270 for the markdown. Customer is satisfied.
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:09/12/2022
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 or about March 2022, I purchased an item for $453.24 that qualified for no interest if paid within six (6) months.Because /I wanted to avoid interest, I divided the purchase price by 6 and made payments in the amount of $76.00 each month.Prior to using the card for another purchase, I called Home Depot customer ********************** and stated "I made a purchase that qualifies for a promotional no interest and I'm making payments that will pay off the balance within that time. If I use the card for another purchase I want the payments to be applied to the promotional balance."The response was it's automatic - your payments will go to the promotional balanve,After making five (5) payments, the 6th balance should have been $73.24.Instead, it was not.I called customer ********************** and inquires about the difference.To make a long protracted story short, I was required to make payment in the amount of $102,24 to avoid interest on the promotional purchase which I did on line while the customer ********************** representative was on the phone a nd confirmed the transaction on her side.Know comes the next statement, showing a new purchase in the amount of $22.13 within the transaction portion of the statement while at the same time showing the purchase in the summary section as $27,29 which is a difference of $5.16,I called customer ********************** to try and straighten out the problem, while talking with the representative between for fifty-six (56) minutes the call was disconnected.I called back and spoke to a person who stated that he was an account supervisor,As it turns out, the extra $5.16 along with an additional $3.19 for a total of $8,35 was charged to me for interest.Which I am disputing.Business Response
Date: 09/13/2022
September 13, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their credit account.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forward the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by ********, ************** will receive a response directly from them within 10 business days.
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:09/12/2022
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 Home Depot on *************** (store number #****) to get new cabinets for my kitchen in January 2022. ******* (the kitchen designer) said the cabinets in the store were no good she recommends me custom cabinets. I had to pay the Home Depot Contractor100$ to do the measurements, then we sat down, and I told her that I love my original kitchen lay out wanted extra counter space and I wanted the exact design just updated and in gray. She made her own designed which I told her I didn't like, and she was supposed to change it by adding more counter space. Which she did not do, and I did not discover the design was wrong until it was installed. I had a different contractor to install the cabinet at first. all of them are too small. So, it was a measurement or ordering issue. When I called, I talk to ************************* who is the store manager she blames me, and the contractor were off then she hung up on me. After going back and forth with her for weeks we were able to finally talk and to try and resolve their mistake. I told her the changes I would like to be made to get close to the design I originally wanted but she wants to make her own changes which would be just a patch up job my kitchen up to be done with the situation. Now it's been seven months and my kitchen still not finish she had to reorder the Pices in the wrong size for the changes she wants to make to the kitchen nothing I want is being consider, like it's not even my kitchen. I was only given ***** dollars for corrections when I spent over three thousand, I had to pay them 100 more dollars to do an additional measurement and labor which is 500 to make correction for their mistake. I don't think it's far I have to pay for their mistake, and I waited this long please help me. When I reach out to higher up with Home Depot nothing is getting done and they try and make it seem as if I'm being difficult and I'm not I want a nice kitchen I worked hard to save that money and I want a nice kitchen.Business Response
Date: 10/07/2022
10/07/2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ***************************/BBB ********************************* ****************:
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 cabinet installation project.
The Home Depot has carefully reviewed and investigated this matter, and the customer has been compensated via check and refund with a signed Settlement & Release agreement. The customer will keep the cabinets as is.
The customers case will remain open until the issues are resolved to the customers satisfaction.
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:09/12/2022
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 GE range at Home Depot in March 2022. The range does not work I cant use the burners and I need to cook for a 92 year old man. I bought the extended 5 year warranty also. Because the range is still under manufacturers warranty GE service has to repair it . I called GE and they cant send a repairman for a week. This is the second oven I have bought from Home Depot the first one was a whirlpool 3 years old and not under any warranty because I didnt purchase extended warranty. I have spent almost **** on ovens within 4 years and I still dont have one. I am a caretaker for a 92 year old man and I need to cook I cant wait a week plus to be without a range.Business Response
Date: 09/19/2022
September 19, 2022
Sent Via Email
Attn: ******************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Complaint#: 18016223
Dear ****************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their GE range.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalation team contacted the customer to advise a ********************** call was necessary to determine whether the appliance was irreparable before providing a replacement. We scheduled a service appointment for 9/16/2022 between 1 pm and 5 pm and notified the customer via email. As of 9/19/2022, **************** confirmed the service appointment went well, and they resolved her issues.
Should the customer require additional assistance with this matter, please advise them to contact the online agent who reached out to them (***** @ *************************). With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30115469Customer 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:09/12/2022
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.
Aug 7, 2022 ordered my GE stove from Home Depot in ********** from ******* in the *************** As I was ordering, she assured me I'd have the stove in home within the week, at time of payment, they date changed to Aug 23rd. What could I do, I was stuck, without a stove, so I agreed. Aug 23rd came & went- no delivery! I called to inquire & after ******* looked into it, she said it had been pushed back to the 25th AFTER telling me they attempted with no ******** told them nice try, I have surveillance cameras all over the outside of my home that can prove them wrong- she looked further into it & said her mistake! On the 27th, ******* AGAIN was who I spoke to- she looked into it & said she didn't know WHY it was pushed back, they have them in stock & had to reload her system, it was acting up. Aug 25th spoke to a supervisor ****, who said he'd be leaving a note in the computer to give me retribution for all the ** dinners I had to buy and the gas I had to use to go get them, for nearly a month. On the 29th, I called Corporate & spoke to a ****, and as I was giving her my info, I had seen there was a substantial price drop in the product & asked if after all of this, they were going to charge my card the price they had it at on their site. EVERYONE I was speaking to, was putting the blame on GE, saying it was them! I reached out to the ** State Compliance and they gave me a contact for my local ************************ was directed to come this route. On the 29th, ******* at the ********** location had said they cut a paper check out to me for the price difference (which I still have NOT received), and I'd have to wait until the stove had got here for them to accommodate the price for the wait time. Now, when I call, here and another Manager, ****, who was also working on it, have become quite rude & I'm getting nowhere! Please help! Thank you!Business Response
Date: 09/19/2022
September 19, 2022
***********************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** 30303
RE: ***********************************/BBB Case# ********
Dear *****************************,
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved.The Home Depot online team has updated stating that they have verified that the store ordered a check for the customer and that they have provided the customer with compensation for the experience.
The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 09/19/2022
Complaint: 18014482
I am rejecting this response because:YES, the ONLINE portion was handled quite nicely by the man ******, who took lead; HOWEVER I have STILL been waiting on the check you all "say" was mailed and yet is still NOT in my hand! I mean this in the nicest of regards, it is just beyond frustrating at this point!
Sincerely,
***********************************Business Response
Date: 09/20/2022
September 20, 2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: ***********************************/BBB Case# ********
Dear *****************************,
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
As previously stated, the Home Depot has reviewed this case and reached out to all parties involved. The Home Depot online team has updated stating that they have verified that the store ordered a check for the customer and that they have provided the customer with compensation for the experience.The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 09/20/2022
Complaint: 18014482
I am rejecting this response because:The store *** have "issued" a check, but I have not received it. That check was a given- all due respect, due to the decrease in cost of product BEFORE I received it & that was pushed through mainly because of the woman I spoke to when I called Corporate, as everything was going on. Again, I have NOT received the check for the price change!
The man who contacted me online, offered the $200 gift card as an apology for the inconvenience of everything that has happened. I said to him, as I will say to you, that was NOT a form of settlement in regards to the check that is still owed to me! Since the check in question came from your company, are you not able to track it, or track the mail itself?
Sincerely,
***********************************Business Response
Date: 09/22/2022
September 22, 2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: ***********************************/BBB Case# ********
Dear *****************************,
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
As previously stated, the Home Depot has reviewed this case and reached out to all parties involved. The Home Depot online team has updated stating that they have verified that the store ordered a check for the customer and that they have provided the customer with compensation for the experience. To address the check arrival time, checks may take ***** business days. Should not receive the check in that timeframe she may contact the store leadership.
The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 09/23/2022
Complaint: 18014482
I am rejecting this response because:Please look in the notes in your system, in regards to the store. It has been PAST the wait time! The store has been of NO further assistance, which is what brought me here in the first place!
Sincerely,
***********************************Initial Complaint
Date:09/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of order August 12th,2022 "Delivered by" date listed on receipt obtained at time of transaction: Aug 18th,2022- Aug 26th,2022 Rescheduled to August 31st,2022 then September 5th,2022 Attempted to resolve with store, store is refusing to speak adequate resolution.Order# H****-135878 Satisfactory resolution would be a call from ceo/presidents office to resolve this issue.Store #**** Store manager: ******* Manager: ***** Associate that placed order:********* Associate that said she would reach out to vendor with no follow up: ************************* up last time I spoke with him and refused to talk resolution just that he would return money they charged 1 month ago before I acquired additional fees related to this order.Business Response
Date: 09/22/2022
September 22, 2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case # ********
Dear *****************************:
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experience regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot has reached out to the customer and apologized for his experience. Although we must deny compensating the customer the 50% off he requested, we have offered the customer $150 gift card to go toward a different model.
Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
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