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
- 11,847 total complaints in the last 3 years.
- 3,461 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:09/27/2023
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.
PAID ******* FOR FLOORING PROJECT ON 09/07/2023, CAME OUT TO FINISH PROJECT AND SAID ***** WAS WRONG AND TRYING TO GET ****** MORE, HAVE CALLED AND LEFT 16 MESSAGES TO CANCEL AND GET REFUND
Business Response
Date: 10/02/2023
October 2, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** 30303
RE: ******************************* / BBB CASE#: 20663647
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20663647
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Unfortunately, a portion of the job was left out on the measure, resulting in the job being short. We were prepared to accommodate the customer for the inconvenience, however ******************** did not want to move forward and decided to go with a competitor for her flooring. We have refunded the measuring fee as well as the cost of the initial measure.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: 33937247Initial Complaint
Date:09/27/2023
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.
On 3/2/21, I made a Home Depot online order of 3 fruit trees, Order WG30891066. Two of the delivered trees seemed fine and were on a packing slip. The third tree, which was supposed to be an Italian Prune tree, had no identifying tags or packing slip. I tried to contact the shipper, Online Orchards, to verify if I received the correct tree, but they did not respond. Later, I found a tag in the bottom of the box that said Semi Dwarf Italian Prune. I used the information in good faith and planted the tree.Now 2 years later the tree produced the first crop of fruit, which are clearly not Italian Prune. The fruit are round, tart, with a cling pit. Italian Prunes are oblong, sweet, with freestone pit.When I was in the ******** store 2 weeks ago, I asked at the help desk what I should do about this. The gentlemen told me to call customer **********************, which I did. The woman on the phone told me that I should be refunded. She told me to dig up the tree and bring it to the store. She gave me the 800 phone number for her online department to give to the store customer ********************** person, if needed. She also suggested asking for a manager, if needed.I took the tree to Home Depot today with my receipt, the packing slip, and photos of the fruit. *** tried very hard to give me a refund. He found my order in their system, but since its two years old, he couldnt give a refund or credit. He called the online customer ********************** ***** and the person said they couldnt help, even though the person I spoke with previously said they could. *** also tried the store manager on duty. The only way I could receive a refund, I was told, was if I buy another plant for more than the $37.98 I paid. Today, I was not prepared to buy a plant, so I declined.Everyone at Home Depot seems to agree that I should get a refund/credit, but they say their system cant process it unless I buy another plant.Business Response
Date: 10/06/2023
October 6, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE : ********************************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer to further assist. The customer was offered and accepted a $75.00 Home Depot gift card.
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 should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 10/09/2023
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. The Home Depot was very generous with their response to my complaint. Thank you for the assistance in resolving the issue.
Sincerely,
*********************************Initial Complaint
Date:09/27/2023
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 mower discounted due to cosmetic damage. My understanding was HD responsible for 30 days then i deal direct with manufacture. Got unit home first use made noise called warranty registered advised to call HD back they would handle. Their only solution was money back. They did not have another unit same. They advised me to call AG PRO to handle warranty since I did not want refund. I transported unit to AP they repaired extensive mechanical issues. Mower at shop 20 days. I returned HD spoke to **** manager explained experience and asked for consideration since HD sold me unit with mechanical issues. He explained 30 day return policy is not warranty and only offered refund. No consideration otherwise. This was not explained clear to me when I purchased unit. My understanding was HD would take care of any issues first 30 days. Obviously thats not true. I have not used mower one time because in repair shop first three weeks. HD will refund within 30days but otherwise no help. That was not clarified when purchased. If I known unit had mechanical issues i would negotiated price prior to purchase.Business Response
Date: 10/30/2023
October 30th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ********************* /BBB Complaint #********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. We have reached out to the customer and partnered with leadership at the South ***** store team to provide a full resolution for **************.
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 should you have any additional questions or concerns.
Sincerely,
***************************
The Home Depot ************** Executive Escalations Team
Case: 34184222Customer Answer
Date: 10/31/2023
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:09/27/2023
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 am writing to file a formal complaint against Home Depot regarding a recent issue I encountered with their billing and late fee assessment practices. I believe that I have been unfairly charged late fees, and despite my efforts to resolve the matter directly with Home Depot, the issue remains unresolved.I purchased a refrigerator and in doing so open a Home Depot credit card. I mailed the check several days before it was due however have found myself being called by Home Depot trying to collect late fees - which have now compounded! I have called several times inquiring why my check was processed by them 3 days after the due date when I was certain I mailed it in time. They could not provide me with an image of the check and informed me that I should have mailed the check 15 days before the due date! I believe that the late fees imposed on my account are unjustified and were incurred due to an error on Home Depot's part. I have attached copies of relevant documents, including receipts, payment confirmations, and correspondence with Home Depot, for your reference.I am seeking the following resolutions:1 ) removal of the late fees from my account, and 2) Assurance that my credit score has not been negatively impacted by these unjustified late fees.I kindly request that the Better Business Bureau of ******** facilitate communication between me and Home Depot to reach a fair resolution. I appreciate your assistance in addressing this matter.Thank you for your attention to this matter.*********************Business Response
Date: 10/19/2023
October 19, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ********************************* / BBB Case # ********:
Dear ****************:
We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot,I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded 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 Citibank, the customer will receive a response directly from them within 10 business days.
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,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor-Executive Escalations
P: ***********************
F: ************
Case #: 33935092Initial Complaint
Date:09/27/2023
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 potted palm tree and a potted flower on Sept 24 2023. I as usual wrote out a check from my local bank as usual. It was denied. I told them they are wrong I have much more than that in this account. My husband and I Write a check every month to Home Depot on account no problem. This check was denied. They even called Tele Check to verify. They also denied the check. I went to my bank Suncoast today and they checked everything for that day and I was told they should not have denied the check. That account is a money market account with more than enough. I was very embarrassed in front of customers. This account was for the Hurricane damage we had. We have bought a stove, 250 feet of fence and we shop there all the time. I want this corrected and NOT showed on my credit. In other words taken off. The manager I dealt with was fantastic and extremely caring his name is CXM **** and tried very very hard to help. I want an apology for this episode and a reason for the denial Thank You *********************Business Response
Date: 10/02/2023
October 2, 2023,
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************/BBB Case #********
Dear **************,
?
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer *** have experienced with regarding their purchase with our company.
?
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their inconvenience. We explained to the customer, unfortunately, certain checks are not eligible for electronic conversion due to NACHA Regulations, which *** be due to the financial institution or the type of check. As a gesture of our commitment to customer **********************, we offered the customer an Electronic Gift Card for any inconvenience that *** have been caused, but unfortunately, the customer declined. Should the customer require additional assistance, please advise them to contact ****** at *************************.
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 should you have any additional questions or concerns.
?
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case #********Initial Complaint
Date:09/27/2023
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 07/25/23 I ordered a Champion 19 rear tine tiller. I received a confirmation and thought everything was good. I received an email stating delivery was going to be on 8/22/23. Date came and went with no delivery. I spoke with customer ********************** on 3 separate occasions. I was ensured my order would be delivered. On 9/26/23, after checking my track shipment info I found that it stated I cancelled my order. I had not. I contacted customer ********************** again and again was ensured my order was on its way and had not been cancelled. On 9/27/23 I received an email stating my return had been processed and I would be refunded soon. So now its 2 months since I placed my order and after multiple conversations with customer **********************, my order has been cancelled for me and there appears to be nothing I can do about it and no one that is willing to help. Thoroughly disappointed in this company and their deceptive practices.Business Response
Date: 10/02/2023
September 29, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: *************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has sent the customer a physical gift card to match the price difference in the tiller. At this point,The Home Depot considers this matter to be 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 should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:09/27/2023
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 set of mums on 9/20/23 for $64.06 (Order #WM46876246). Arrived on the 25th in horrible condition upon opening the box. The roots were completely broken off one of the plants and dirt was everywhere. Complete mess. Called and CS was understanding that I did not want to put these messy plants in my car to return, much less no store would even want these back in the condition they were in, but said they did not have an option available to refund without return. I find this extremely hard to believe and am requesting a full refund be processed given the circumstance. Thank you in advance.Business Response
Date: 09/29/2023
September 29, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North 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 customer may have experienced regarding their plant item that arrived damaged.
We reached out and spoke with the customer. A full refund was processed for the customers order.
The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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:
*************************
** Case # ********Customer Answer
Date: 09/29/2023
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:09/26/2023
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.
Simple I ordered some lumber, lattice and a pail of patching concrete for delivery. Order number WJ39738857 Store SKU #********** Internet #********* Quantity: 1 Paid $70 for a delivery fee for some lumber, lattice, and a pail of patching concrete. Driver showed up and told my wife he didn't have the concrete must be coming seperate. He took his pictures of delivery and left.Next I get an email saying delivery complete. I call the main home depot number they tell me can't help you on our end says delivery complete contact your financial instituion. I'm mad so she gives me the **************** number where the delivery came from. *** I talked to said sorry i will put it on a truck tomorrow.Nope nothing, so I write the store manager an email. He says I will get my delivery manager on it. Nope nothing. Seems like a lack of business acumen to lose a long time customer and thousands in future business over a $21 dollar pail of concrete. I don't know if the driver, someone on the dock took it home or they delivered it to some other house but show me the pick of it at my house - you can't the driver even said he didn't have it.Business Response
Date: 10/04/2023
October 3, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding an online order placed with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot online support team has confirmed that the missing items were delivered from the store.
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,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Initial Complaint
Date:09/26/2023
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 have been purchasing from Home Depot for years we have a painting business and have spent thousands at this store. We had an issue recently with a power washer that we purchased we tried to return it but they said they had a 30 day return. We called the manufacturer and they don't want to help us either they told us the only option was to take it to a shop to be fixed the shop is more than a hour away. We would like a refund or replacement for the power washer like we said we purchased this item not that long ago and it's not out fault that this item is defected. Home Depot and the manufacturer are not helping they do not care if a customer losses money.Business Response
Date: 10/02/2023
October 2, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: *********************************** / BBB CASE#: 20660646
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20660646
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have issued a refund in the form of an electronic gift card, to purchase a replacement power washer as an accommodation in which the customer accepted.
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,
*********************************** Escalations
Phone: ***********************
Case: 33930042Initial Complaint
Date:09/26/2023
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.
It is with great regret that I write to you regarding my experience with The Home Depot Corporation as a whole. As a result of this experience, I am requesting that I be made whole financially. On January 18th, 2023 I walked into my local Home Depot store to purchase flooring. I asked if I could finance the floors and labor, I was then encouraged to apply for the Home Depot Credit Card, which I did. I then called the local Home depot Store #**** to set up a floor measure. January 20, ***** did a partial measurement, stating he would come back on the 22nd, to finish. January On January 27th, I get an updated price quote that reflects several upcharges. I was told that I would have to contact the Home Depot store #**** to have the price of the floors changed as the price that was quoted for the floor was $3.99 sq ft vs. the $1.99 sq ft that was listed on the Home Depot Website. I contacted store #**** and spoke to a store manager who told me to call **************, as they can go over the price quote line by line and make any changes: They told me to contact the store manager to change the price. I went ahead and ordered the floors off the Home Depot Website. February 22nd, Finally, after over 30 attempts at communication with The Home Depot I received a partial order of floors. The order was 20 boxes short. As a result of this horrific tale, I am out of over 2 months worth of income. All of my contractors had to stop production on the home until the floors could be finished. I have also had full blown panic attacks, for which I am disabled. My credit score dropped by 50 points for an order of floors that I never received. This has put me in a huge financial bind. As a result, I am requesting that The Home Depot pay me for time, lost income, and to make this wrong right. Amount requested is $5000.00 to cover lost expenses.Thank you,Business Response
Date: 10/09/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************** / BBB Complaint# ********
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their purchase with Home Depot.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted *************************** offered an apology for the experience and partnered with the store leadership team to review the complaint. Upon review the customers order was fully refunded on 2/22/2023 which was serval days before the expected arrival date. The store manager offered to provide the customer compensation as a courtesy, but the customer declined to accept the offer and stated that she had already went to another company to purchase the flooring.
The customer was contacted again on 10/4/2023, to see if she had changed her mind about accepting the compensation as a courtesy and she stated she would not accept the compensation but would be getting an attorney instead.
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,
Shonyea ***********************,
Executive Escalations
SF: # ********Customer Answer
Date: 10/12/2023
Complaint: 20660617
I am rejecting this response because:1) The amount offered does not cover the expenses that resulted due to complications with my oreder.
2) The issue that I have iw with the whole floor bying process from start to finish not just from the time I purchased floors online.
3) I believe that Home Depot broke the law when the price of flooring was changed from **** sq ft to **** sq ft on my home installation quote and no one was able to honor the correct price that was still listed on-line. .
ARTICLE 1. False Advertising in General [***** -17509]
( Article 1 added by Stats. ****, Ch. 63.)
*****.
It is unlawful for any person, firm, corporation or association, or any employee thereof with intent directly or indirectly to dispose of real or personal property or to perform services, professional or otherwise, or anything of any nature whatsoever or to induce the public to enter into any obligation relating thereto, to make or disseminate or cause to be made or disseminated before the public in this state, or to make or disseminate or cause to be made or disseminated from this state before the public in any state, in any newspaper or other publication, or any advertising device, or by public outcry or proclamation, or in any other manner or means whatever, including over the Internet, any statement, concerning that real or personal property or those services, professional or otherwise, or concerning any circumstance or matter of fact connected with the proposed performance or disposition thereof, which is untrue or misleading, and which is known, or which by the exercise of reasonable care should be known, to be untrue or misleading, or for any person,firm, or corporation to so make or disseminate or cause to be so made or disseminated any such statement as part of a plan or scheme with the intent not to sell that personal property or those services, professional or otherwise, so advertised at the price stated therein, or as so advertised. Any violation of the provisions of this section is a misdemeanor punishable by imprisonment in the county jail not exceeding six months, or by a fine not exceeding two thousand five hundred dollars ($2,500), or by both that imprisonment and fine.
Sincerely,
***************************Business Response
Date: 10/18/2023
October 17, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************** / BBB Complaint# ********
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their purchase with Home Depot.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted *************************** offered an apology for the experience and partnered with the store leadership team to review the complaint.
As previously stated, the customers order was fully refunded, and the customer had previously declined the offer of compensation present by the store manager for the inconvenience and stated that she had already went to another company to purchase the flooring.
A courtesy call was placed on 10/4/2023, to see if customer had changed her mind about accepting the compensation as a courtesy and the customer informed the Executive Escalations Online associate that she would not accept the compensation but would be getting an attorney instead. If the customer decides to retain legal counsel, the store team and the Online Services would no longer be involved with providing any offers and the case will be handled by Home Depots Legal Services Team.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
Shonyea ***********************,
Executive Escalations
SF: # ********Customer Answer
Date: 10/23/2023
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.