Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12,112 total complaints in the last 3 years.
- 3,507 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/11/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a gas range and microwave (#WP36018134) on May 27 that was picked up for a return in June. Despite MANY very, very, very long and frustrating phone calls over the last 2 months on this and several other awful Home Depot appliance purchase experiences and promises of cases being created to solve the issue nothing has been resolved. They still owe me $2144.55. They only JUST refunded an additional (and only a portion of) another $1407.71 this morning for a different appliance order after my umpteenth call to them. They STILL owe me a portion of that refund. Some reps are helpful while others are incompetent. Requests to speak with managers are met with managers putting you on hold, never actually speaking with you, then routing you through to their after call survey. There is no way to directly contact an online manager. Their behavior is fraudulent and I want my money back immediately.
Business Response
Date: 08/22/2022
August 22, 2022
Sent Via Email
Attn: Ms. *********************************** 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 the customer may have experienced regarding his purchase, order number WP36018134 and W890228205.
Additionally, we forwarded our customers concerns to our Online Team Business Partner for assistance Upon review, The Home Depot Online Escalation team provided the following update: We called the store and spoke to their Appliance Specialist (COS), regarding both orders. They successfully refunded a partial amount of $1776.55 on WP36018134;the outstanding balance is $368. The store advised that the customer would need to come into the store for refund. We marked down the outstanding amount on order W890228205, and the system message advised a register refund is needed.The customer advised she did not want to go in store. We emailed the customer to advise partial refund and provided options for the remainder on W890228205; we offered $250 gift card for the inconvenience. The customer called and advised she will go to the store and requested $500 in compensation via gift card. We emailed the customer, copied the store advising we will need a signed Standard Release Agreement (SRA) for $500 amount, and offered $450 w/out a signed Release Agreement. We emailed the customer requiring acknowledgement that there will be no further. We reviewed order and confirmed on W890228205 shows $79.34 refunded on 08/16/2022 back to a debit card, not the original form PayPal. Outstanding amount of $.81 which is included in comp gift card. The customer emailed advising she understands that there will be no further compensation offered and she preferred an electronic gift card. We sent the customer a gift card for $450 conf# **********.
If any additional assistance is needed, please advise the customer to contact to contact the online agent who reached out to them (******** @*************************). With that being said, The Home Depot is addressing 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.
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P:********************
F:************
SF# ********Customer Answer
Date: 08/25/2022
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:08/11/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depot Date 07/06/2022 10:07 AM $3,741 purchase amount I purchased carpet to be installed, Briarmoor Dignified (23). However once the carpet arrived with the installers, it was clearly the incorrect carpet. So I went back to the store with the installer and verified it was not the correct carpet. They sold me Dignified Palisades ***** Carpet. They didn't accept the responsibility of their error and tried to blame the Carpet Pro's (the Installers) and that they inputted the incorrect information. I validated that it was obviously the Home Depot error. They told me that there would be a job cancellation fee and restocking fee for this error. I disputed it because it was not my error. I wanted the Briarmoor Dignified (23) carpet installed. I was told that it would be a significant price increase from what I had already paid and was quoted. So I asked to speak to ***************** **** came out and said he would talk to his Manager. A few minutes later my wife informs me that someone had left a voice message with heavy breathing. I called it back and it was the Carpet Pro's #. Home Depot is only offering me to Cancel Order, Pay the difference, or install the carpet that was ordered.I refused those options because that is not the carpet I wanted and quoted for. I want the carpet I wanted Briarmoor Dignified installed without paying more or less.I called Home Depot Corp (Case#********) and they called the store and they told the service line the same 3 options. Not even considering the inconvenience of this whole process, moving furniture twice, getting time off for the installation, and being harrassed with heavy breathing phone calls from the installers.Business Response
Date: 08/19/2022
August 19, 2022
Sent Via Email
Attn: ****** Brown
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower,Suite 900
*******, ** 30303
RE: *********************/ BBB Complaint#: 17700796
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their carpet installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer purchased their carpet quote but refused the carpet when the installers arrived to complete the job.Upon their visit to return the carpet to the local store, Home Depot offered to compensate the customer for the inconvenience and waive the standard 15%restocking fee. The store team advised the customer they would have to pay for the difference in the cost as the carpet they wanted was $55 more per square yard than the carpet they purchased; ********************* refused this offer. The customer received two quotes before ******************, one for $15 per square yard and another for $22 per square yard; they opted for the least expensive.
Upon further consideration, to make things right for the customer, our District ******************** Manager offered the following options:
1. Home Depot would provide the carpet the customer wants and honor the more expensive bid for $22 a square yard; only a $7 increase versus the $55 per square yard price. Home Depot would also waive the restocking fee and additional trip charge
2. The customer could select a more affordable carpet, and Home Depot would offer the same compensation of the higher $22 per square yard quote that the customer did not purchase
3. Home Depot could offer a full refund, pay the associated restocking fee/trip charge
On 8/17/2022, the Store Manager met with the customer to discuss their options.The customer chose a new carpet, the store adjusted the price to match the more expensive bid previously offered, and Home Depot advised the customer the changes to their project resulted in a balance due. The Store Manager also promised to provide a gift card as the customer mentioned it was previously offered.
As of 8/19/2022, the local store is waiting on the customer to settle their account. Once ********************* pays the balance due, Home Depot will order the newly selected carpet and proceed with the installation.
With that said, we have addressed the customers concern and are working to fully resolve this matter.
Please know 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. If you have any questions, please contact me.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 29799514
Customer Answer
Date: 08/20/2022
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,
*********************Initial Complaint
Date:08/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a new Maytag washer from The Home Depot in February 2020, and also purchased their Home Depot Protection Plan for 3 years which is set to expire in February of 2023. I have had nothing but issues from this washer from the beginning. While still under Maytag manufacture warranty, Maytag sent out repair companies to fix my washer. Twice because the washer just quit working, completely losing power. Also another time due to a grinding noise. However, recently in May of 2022 right after Memorial Weekend the washer quit working with no power AGAIN for the 3rd time. I called Maytag and they told me my manufacture warranty expired and directed me to my Home Depot Protection Plan for further assistance. I called the Protection Plan through Home Depot and requested I be refunded my money for the was because after so many breakdown reoccurrences for the same issue, I felt as this washer was a Lemon and would prefer to replace it, not including how many days I've had to call off work to wait for repair men every time a breakdown happened. The Home Depot stated in order to consider the washer a lemon they would need to come out and try to repair the issue again and if it happened again then they could consider replacing/refunding. Well, they came and repaired it in May 2022 and now again in August 2022, it has again broke down due to the same issue for the 4th time. So I called yesterday, 8/10/22, to hopefully get this washer either replaced or refunded and apparently they sent me an email on June 5th after my last repair and they terminated my protection plan saying they fulfilled all obligations. ARE YOU SERIOUS?! Home Depot only came out once to repair my washer, the other times were through MAYTAG themselves. This washer is definitely a LEMON and I deserve to be refunded so I can purchase a new washer. This has been the worst customer experience I have ever been given, when I purchased a 3 year protection plan, I would expect to be covered until the expiration.Business Response
Date: 08/11/2022
08/11/2022
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 regarding their credit account.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive agent was able to reach out to our customer and offer a refund in the form of a gift card for her appliance replacement. The gift card has been ordered and sent to our customer.
With that *************************** 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:08/11/2022
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 ordered a GE dishwasher and GE refrigerator from Home Depot in July. When they arrived together, the dishwasher was clearly broken (dented and had a hole in it), as pointed out by the delivery men. They recommended rejecting the delivery of the dishwasher, which we did. I had to call Monday morning and order a new one - and then wait around a week later for the second delivery.The refrigerator, however, looked visibly okay so they installed it. Told us it would take at least 24 hours for it to get cold. After 24 hours it seemed cold and was making ice. We purchased replacement food (we lost all our frozen meat during the time it took to replace our old one) and filled the refrigerator. Within 2 days the freezer stopped getting cold and the ice maker stopped working. We lost all our newly purchased frozen food, again.Called Home Depot, they connected me with GE who said they could notsend a replacement without having a repairman come out first. And the closest appointment was in week and a half. I said that's not acceptable, the product they sent was clearly broken. We have family staying with us with small children, as well as our own young kids - we need a working refrigerator. I asked them if they refuse to replace,then please send an emergency repairman sometime this week (literally sometime in the NEXT FIVE DAYS) if that's the only option.GE said that sending repairman next week was the best they could do and HUNG UP. I called Home Depot back and have spent hours and hours on the phone with them but there's no other resolution. I have now resolved myself to the fact that the only option is living without a working refrigerator for the next few weeks.The products Home Depot sent were clearly already broken coming off the truck, we just were lucky on the dishwasher that the delivery men could see the damage on the dishwasher before they installed it.We want a replacement WORKING refrigerator as well as a COMPLETE refund.Business Response
Date: 08/17/2022
08/17/2022
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. The Home Depot Online Executive agent assigned to our customers case has requested a replacement appliance be provided to our customer, a ********************** call would need to be completed prior to this request being granted. A service call has been scheduled for 08/22/2022, our customer has been notified.
With that being said, we are in the process of addressing our customers complaint. If any additional assistance is needed, please advise the customer to contact the online agent who reached out to them ******* @ *************************.
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:08/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home depot installed 3 windows and left caulking on the outside of all of them. One screen was bent. The window in the bathroom is broken at the bottom. They also took down two shutters and cracked both of them putting them back. There were 2 people came out. The last one said they would call to fix them. They have never called.Business Response
Date: 08/26/2022
August 26, 2022
Attn:***********************
Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 **************** Suite 900
*******,** 30303
RE: *********************** / Better Business Bureau Consumer Complaint #********
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 regarding the delays experienced with the window installation purchased through The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Installation Services has completed the window installation on August 24th.
With that 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,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case # ********Initial Complaint
Date:08/11/2022
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 bought a washer They said it was signed and delivered It not in my possession Wheres at I called and went on line the said they he pictures wheres it at They said somebody would call they never did What do I need to do call the police on the delivery team for theftBusiness Response
Date: 08/19/2022
08/19/2022
Sent Via Email
Attn: Ms. ************************
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 his washer machine delivery.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team has worked with our delivery team to rectify the issue. A refund will be processed. Our online team will be in contact with the customer until the refund has been fully processed.
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: 29794921Initial Complaint
Date:08/11/2022
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.
Placed an order WP42299835 and I was supposed to receive a 8.8 qt. Aluminum Nonstick Diamond Infused Coating Covered Oval Roasting Pan with Lid instead I received a knife butcher block. Tried to reorder through chat and that was horrendous process plus I couldn't ************ credit. The item is not sold in the stores.Business Response
Date: 08/22/2022
08/22/2022
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. The Home Depot Online Executive agent assigned to the case has reached out to our customer and explained the refund process to our customer which he understood. Due to our customer providing a rebuttal, we have contacted our customer several times to explain the refund process further, however we have not received a response.
With that being said, we are in the process of addressing our customers complaint.
If any additional assistance is needed, please advise the customer to contact the online agent who reached out to them ****@ *************************.
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: ********Customer Answer
Date: 08/22/2022
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:08/11/2022
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.
Frigidaire microwave purchased & paid for in full 5/28/22 & delivered/installed incompletely 6/13/22. The microwave had several dents in the stainless trim (which I believe were pressure dents secondary to mishandling during installation) & was not connected to the exterior vent as requested/expected. Damage noted by installers on paperwork & reported to HD immediately.Waited for a new microwave which was not delivered until 7/18/22. Reported the "pressure" dents appeared to have "popped out" since the initial, incomplete install & told delivery crew that, if it could be done w/o damage to existing micro, they could connect external vent & NOT replace the unit (fearing the new unit could have even worse issues)What a mistake! The micro was pulled down & vent connected. However, unit was reinstalled crooked/unlevel & slanting to the right. The right side was not even seated in bent installation bracket Examination of exposed mounting plate revealed it was either installed unlevel or slipped during removal of unit to attach to vent. My tile contractor cannot install (scheduled 8/15/22) the backsplash UNTIL this installation is corrected. There is at least a full 1/2 inch slant to microwave which is visually apparent to all who examine. Install was level when initially completed 6/13/22. The micro suffered cosmetic damage each time it was handled by HD installers. Immediately notified HD of shoddy installation. Appt was confirmed for 7/21/22 to reinstall correctly. Despite ************ confirmations HD delivery/install NO Showed! Rescheduled for today, 8/10/22. Appt confirmed by ************. HD delivery/install NO Showed! Home Depot had 2 months & 3 opportunities to fix this. Now I have to pay a local appliance *** to attempt ****************** for structural damage or lose $250 deposit for backsplash install cancellation. Have corroborating **************** all sent to HD. Spent wasted hours on phone/chat w/customer support w/ no resolve.Business Response
Date: 08/16/2022
August 16,2022
Attn: ***********************
Trade Practice Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: ***************************/BBB Case No. 17702140
Dear *************,
We acknowledge the receipt of the BBB CASE 17702140
On behalf of The Home Depot, we sincerely apologize for our valued customers experience with their appliance purchase with our company. To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Team. The customer was contacted by the online team and fully refunded for the microwave and installation as well as sent a gift card for the inconvenience and customer satisfaction.
With that being said, The Home Depot has addressed the customers concerns and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
***************************
Executive Escalation Support
The Home Depot
Office:************
SF 29788887/Online 29808312Customer Answer
Date: 08/16/2022
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. I appreciate the prompt, professional and acceptable resolution of this matter by Home Depot. Thank you.
Sincerely,
***************************Initial Complaint
Date:08/11/2022
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.
Please refer to the more detailed on this compliant in attachment Zhenru Ding Towing Case Detailed Description.pdf"On July 23, 2022, 10:40am, when we were shopping in Home depot (**) ******* store, *******************************************************, my car was towed by *********** hired by **.My wife and I went to ** at round 9:45m. we planned to shop some hardware/chicken manure, and plants in ** or nearby *************** Swapmeet market 300 yd away. My wife forgot to bring cellphone so I had to go with her to swapmeet first and back to ** earlier for shopping at 10:30am.We didn't see any ** parking sign on our drive route (Pic 1).. At 10:40am, when my wife went to get water in car, we found someone was towing our car in ** parking lot. We ran to stop the driver. The driver said he had authorization to tow our car since we went to swapmarket whatever we were also shopping in ** or not.When we argued with driver, my wife went to ** for manager help. In 5 minutes Police came. The police talked with the driver and then told me the driver asked $75 drop fee to release my car. I agreed but cash was in my wifes pocket. The driver insisted "CASH" and refused to wait. In the same time, my wife was desperate to persuade the ** store manager to help for the case. It took 15 minutes for ** manager to arrive at the site on 11:00am and he even didnt say one word to the driver and talked to me! When my wife returned, she gave cash to driver but was refused. My car was towed away on 11:03am.The bad continuingWe were held in the ***'s Towing extra 1.5 hours and blacked mailed $302.5 by the driver -The towing reason is Customer Parking Only, No Swapmeet Parking, but the sign show different information. See PIC 5 for neighbor parking sign.-There is no sign seen from my drive route to **, (Pic 1), and only 1 parking sign in ** 400 parking spaces -** store manager could solve the issue but he didn't -** hires very bad towing company, 1.5 starts in yelp.com reviewBusiness Response
Date: 08/22/2022
August 22,2022
Attn: ***********************
Trade Practice Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: Zheru Ding/BBB Case No. 17667696
Dear *************,
We acknowledge the receipt of the BBB CASE 17667696
On behalf of The Home Depot, we sincerely apologize for our valued customers experience with their car being towed while shopping with our company. We partnered with store leadership to investigate this matter. Store leadership advised that due numerous non-Home Depot shoppers using Home Depots parking lot, they hired a towing company that have spotters who report to the store when a customer exits their vehicle to go across the street versus shopping Home Depot. Signs are posted stating cars will be towed if not shopping Home Depot. After further investigation by store leadership, it was determined that the customers car was towed after he made a purchase from Home Depot. Store leadership confirmed timeframe with towing company who have agreed to refund customer towing fees back to customers ********************** card. Customer was also issued a Home ********************** gift card for his inconvenience.
With that being said, The Home Depot has addressed the customers concerns and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
***************************
Executive Escalation Support
The Home Depot
Office:************
SF 29788891Customer Answer
Date: 08/24/2022
Home Depot team contacted me on Aug 17 for this case with the commitment on refund and gift card. I've received the gift card sent by Home Depot directly on Aug 21th, but I haven't received the credit card refund from the towing company.
Home Depot Store manager called me on Aug 21 when I was driving on highway but we just talked less than 1 minute, then he called me on Aug 20 mentioned refund. He agreed to call me before Aug 26.
So please keep this ticket open till the full credit card refund received
Business Response
Date: 09/06/2022
September 6, 2022
Attn: ***********************
Trade Practice Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: Zheru Ding/BBB Case No. 17667696
Dear **************,
We acknowledge the receipt of the BBB CASE 17667696
On behalf of The Home Depot, we sincerely apologize for our valued customers experience with their car being towed while shopping with our company. We partnered with store leadership to investigate this matter. Store leadership advised that due numerous non-Home Depot shoppers using Home Depots parking lot, they hired a towing company that have spotters who report to the store when a customer exits their vehicle to go across the street versus shopping Home Depot. Signs are posted stating cars will be towed if not shopping Home Depot. After further investigation by store leadership, it was determined that the customers car was towed after he made a purchase from Home Depot.Store leadership provided an update that a check is being issued to the customer regarding the towing fee instead of credit back to card. Customer was notified by store advising on when the check is expected.
With that being said, The Home Depot has addressed the customers concerns and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
***************************
Executive Escalation Support
The Home Depot
Office:************
SF 29788891Customer Answer
Date: 09/11/2022
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,
****** DingInitial Complaint
Date:08/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a washer and dryer and paid for installation. They sent the wrong washer and dryer once then second delivery they didnt send the dryer, refused to install my washer I paid for. Then said they were delivering it on Thursday but now its Monday. Its been a month and I still havent received my order. This is the worst customer ********************** Ive ever received and theyre holding a couple grand of my money and I still dont have a washer and dryer.The store manager promised to make something happen and call me back today but didnt receive a call.Business Response
Date: 08/17/2022
August 17, 2022
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding her appliances. The Home Depot has investigated this matter and has advised the customer received delivery on 08/15/2022. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********
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