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
- 11,863 total complaints in the last 3 years.
- 3,465 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:09/25/2023
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.
Hello I purchased a weeping willow **** this fall from Home Depot ***** ****. This **** died even before I could get in the ground. I called the store and was told by a worker (did not get a name) who stated all garden sales are final. I explained the **** died and branches fell off before I could even get it in the ground and could bring the **** back and again ******* stated all garden plant sales are final and furthermore no returns accepted.This should be fixed since obviously the **** had a disease while sitting at Home Depot before I even purchased it. They sold me a sick **** that died so fast I could not even plant it before it died thats how far along the disease in the **** was.
Business Response
Date: 09/27/2023
Sent Via Email
September 27, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
RE: *********************** /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. I was able to reach out to our customer acknowledging concerns and offered a $100 gift card for a replacement willow **** as well as his inconvenience. I have also forwarded the complaint to the Store and District Managers for awareness regarding the matter.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************** Escalations
Phone: ***********************
Reference Number: 33914209Customer Answer
Date: 09/27/2023
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.
thank you both bbb and home depot for your time.
Sincerely,
***********************Initial Complaint
Date:09/24/2023
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.
I ordered water softener over $1300 on August 31,23 received on September 13 to pick up in store. I called store to confirm snd they said yes it is ready. I drove to store to pick up softener and upon arrival they checked box snd said that softener is damaged. I asked to see damage and sure damage is clear box damaged and water softener bypass broken. Ok It happened I agreed to receive new one and wait another week. Mow second replacement order is delayed. I contacted support and chut support said sorry our response is delayed o my. Now water softener is still delayed and i have no information when it will be delivered. Kind of ridiculous. Hopefully this time they check on damagesBusiness Response
Date: 10/04/2023
October 3, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
********************** Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
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 water softener order.
Home Depot has carefully reviewed this matter and offers the following response. Online Executive Escalations Specialist *************************** responded to customer on 10/3/23 via email after customer sent an email to confirm he received his order. A Home Depot E-gift card in the amount of $415 was processed for customer.
With that being said, ********************** considers this matter closed.
Please know that The Home Depots goal is to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
Sincerely,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Best Regards,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
*************************
Office hours: Monday-Friday 8a-5pm EST
Please contact *********************** at ext. ***** in my absence.Customer Answer
Date: 10/04/2023
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:09/24/2023
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 a military spouse I got approved for a military Star card and they work with home Depot to allow veterans service members and the like to order through home Depot through them with additional discounts my refrigerator went out and I ordered a $3,800 refrigerator that was on sale for ***** and I got a 3-year warranty my refrigerator was supposed to be delivered on the 21st of September I got a notice that it wouldn't be there until the 22nd leaving me without a refrigerator for another day after my refrigerator went out and now mind you I have bought a g refrigerator before profile from Best buy and didn't have any problems except for just minor wear and tear this is the first time buying from home Depot the delivery people were very nice they got the refrigerator in and hooked up this particular GE profile refrigerator has where you can open up part of the door if you just want to get drinks out or snacks where you don't have to open up the whole door when I opened up the first section of the right side of the refrigerator I noticed that the whole seal was destroyed and they had a piece of tape embedded in there that you could not get out without ripping out the whole seal of the refrigerator I was all done I called them about it they were very nice on the phone asked me if I wanted a door or a whole new refrigerator I did not want to have to go through having a whole new refrigerator brought into my house because my doorway is not that wide and the guys have to go through a lot to get it in so after agreeing to have them send the door I noticed at the top of the right door on the refrigerator the post is bent and the cover that goes over the post it's also bent and exposing the top part of the door it's called hinge I believe so my door does not shut all the way without pushing it hard it's just a total inconvenience this refrigerator should have never been sent to anyone I want the 20% off and the extra two years of warranty I do not trust them at this pointBusiness Response
Date: 10/04/2023
October 3, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Complaint #: 20649199
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the complaint on 9/26/2023, Home Depots Online Executive Escalation team contacted the customer to address their concerns, provide an update from the manufacturer, and confirm delivery of a replacement was scheduled for Thursday, 9/28/2023.On 9/29/2023, the customer verified a successful delivery, and Home Depot processed a 20% discount as promised. As of 10/2/2023, the customer has received a replacement, a discount on their purchase, and a 5-year extended protection plan.
Should the customer have any additional questions/concerns regarding their appliance order, please recommend they contact their online case manager, ****, at *************************.
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: ********************
Fax: ************
Reference #: 33914989Initial Complaint
Date:09/24/2023
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 visited the Home Depot West Woodlands #**** store yesterday, as I do frequently. I am always annoyed that we are corralled into self-checkout lanes, but I understand and need to accept that is the direction commerce is heading. However, on this visit (and many prior), I witnessed several employees getting paid to literally stand around and talk while disorganized lines form at the self checkout kiosks and customers are obviously struggling to check out. The employees on this occasion were chatting about their evening plans and playing on their phones. I was annoyed to the point where I took a picture, which will be included on this complaint.What I won't accept is the customers doing the job these individuals are paid to do, while they get paid to gossip and play on their phones. We are not Home Depot employees, and as such oftentimes struggle with these self checkout areas. We are not trained on their systems, and oftentimes they malfunction or perceive theft when there is simply a mistake made. These employees are paid to help, but they oftentimes don't. I do not know if this complaint will change anything, I honestly doubt it as corporations don't seem to care much for customers anymore. The only way we can be heard is through our wallet. Home Depot has been my goto for home projects, but I am honestly getting frustrated with the lack of assistance from the paid employees. If this continues to occur, I will have to start giving Lowes or ACE Hardware a chance. Thank you.Business Response
Date: 09/27/2023
September 27, 2023
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 with our **********************, company.
The Home Depot has reviewed this case and apologized to Mr. ****** regarding his experience.Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team has reviewed the customer's complaint and contacted **************** regarding his concerns and sympathized with the customer's recent self-checkout shopping experience at the local Home Depot. We have notated his frustrations and contacted the local Home Depot's leadership team to review his complaint as well so that they may contact the customer to address any lingering concerns he may have related to this experience. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************Initial Complaint
Date:09/24/2023
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.
Order number: H2833-231439-V2-97115958. I ordered 104 cases of hardwood on 9/4/2023 in the store, and the employee told that the delivery fee is $75 and the hardwoods will be delivered to the house. I paid $75 for the deliver fee. 9/19/2023 was the day they delivered my order. The delivery issue was they left 104 cases of hardwood on the street by the stop sign, not in my house. The house is located where ***********, ** has high crime rate. What if someone steal all the hardwoods. Who is responsible for it? They didn't even call me, message me, or ring the doorbell to notify me when they delivered the order. I found out those hardwoods sitting on the side of the street when I got out of the house. I am extremely upset about the delivery service. On top of that, I spent additional $250 to have someone to help me move all 104 case of hardwood into the house. Also, Moving those hardwoods caused my arm bruise. I am not satisfied about this service at all. I need to request Home Depot to address this issue and compensation.Business Response
Date: 10/05/2023
10/5/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 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 Specialty Assistant Manager was able to speak with the customer to offer him $200 compensation for the delivery concerns. Our Care team also offered our customer $200 for his inconvenience which he accepted. Once our customer has signed the Accommodation letter, Care will issue a check for $200 to resolve this matter.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:09/24/2023
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 love Home Depot. I am at my local store every day because I am completing many renovation projects. I love the staff. On August 13th, 2023 I ordered vinyl sheet flooring for a business that I am opening. I was told it would take ten days to reach the store and then it would be scheduled to be delivered to my address. Today is September 24th and the flooring has still not been delivered to me. I call daily to check on my order and each time they push the date back a couple days. My business is supposed to open October 1st and I do not have a floor. Not having a floor has pushed back all of the other necessary projects like plumbing and health inspections. This delay is costing me thousands of dollars and I still don't know if the flooring is actually coming.Business Response
Date: 10/05/2023
10/5/2023
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 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 Store Manager with the blessing of the District Manager offered our customer a $500 refund in good faith to resolve this matter, although the shipping delays were outside of our control. I also offered our customer $500 from our *************** for her inconvenience surrounding the shipping delays. Our customer accepted the offer, and the Store issued a refund of $500 back to our customers Amex credit card. Once we received the customers signed Accommodation letter back to the Care team, I will issue her check in the amount of $500 to resolve this matter.
With that being said, the Home Depot in the process of addressing this matter.
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: 33913221Initial Complaint
Date:09/24/2023
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.
My husband and I went into Home Depot and purchased an appliance suite during the Labor Day Sale. The first delivery date for the appliance was 9/11/23. When Home Depot delivery arrived, the refrigerator that we purchased had a broken door handle. They noticed right away. A replacement was ordered. On the 15th of September, I noticed that the dishwasher was leaking. I called customer ********************** right away. They replacement refrigerator was due to arrive that Saturday. On the 16th, the delivery team arrived, and installed the refrigerator. They then examined the dishwasher and confirmed that there was a leak due to a manufacturer defect in the dishwasher. They said that they would note the defect and that I should reach out to customer **********************. I reached out via their chat feature. I was told that I would receive a call on Monday. They said the defective dishwasher would be picked up within 48 hours. I would then receive a call to schedule delivery of a new dishwasher. I never received a call on Monday. Monday, I called them at the end of the day to confirm this information. I was told again that this information was true and I should hear from them shortly. By the time Wednesday September 20th had come and passed, I called Home Depot again. At this point their entire attitude had changed. I was basically told that they were not going to stand behind their product and that I had to take this up directly with GE. I asked to speak to a manager which they refused to allow me to do. My husband then stated that he would go in and speak to a store manager when he had time on Friday the 22nd. On Friday the 22nd, my husband **** went into the store that we purchased the appliances from. He did have a chance to speak to a manager who was unhelpful and flat out rude. We still have a leaky dishwasher and I am not exactly sure how we are going to move forward from here.Business Response
Date: 10/06/2023
10/5/2023
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 while shopping with our company.
The Home Depot is in the process of reviewing this case. To provide the proper resolution, we respectfully request additional time to research this case.
Please understand that The Home Depot does not consider this matter resolved and will respond within the next 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,
***************************** Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 10/09/2023
Complaint: 20645084
I am rejecting this response because: It is not addressed to me. I am not ***************************? I also am waiting for a technician to come out to my house tomorrow. I do not have a resolution which makes it impossible to accept a response at this time.
Sincerely,
*********************************Business Response
Date: 10/11/2023
10/11/2023
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 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 customer case was able to able to partner with GE to schedule a service appointment regarding our customers appliance. The appointment was scheduled for 10/9. We did follow up with our customer who confirmed that the concern was addressed and resolved.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 10/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, the appointment with GE has been completed. They confirmed that there was a leak in a factory hose. As far as I know, it has been repaired. I want to thank you for your help and getting the issue fixed. I am still disappointed in how Home Depot handle this issue from the get-go. My family and I have been going to Home Depot consistently for the last several of years. My children love the Home Depot workshops and have completed their ********** badges. It is unfortunate that this experience has soured my opinion of Home Depot and their customer **********************. We are young homeowners. We were so excited to finally get new appliances. We had not one, but two issues out of the three appliances we purchased. I hope that Home Depot does better in the future with how they service their customers and take care of appliances that were sold out of their stores.
Sincerely,
*********************************Initial Complaint
Date:09/24/2023
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.
Special ordered doors in April. Promised delivery 8 weeks. Arrived in July, completely damaged, needed replacement. Replacement ordered, promised in august, now after 2 delays with previous dates to ship, one the end of August, the last being 9/15 the doors have still not arrived. In addition I received a hot tub damaged from Home Depot, I was asked to provide the serial number which I did on 9/5 to store manager ***** and still have not had a response. My prior complaint was on a refund that took over a month. This customer ********************** is a disgrace. I will never electively shop at Home Depot again and will choose the competition every time because of this experience. It is evident that customer ********************** means nothing to these employees and management team.Business Response
Date: 10/05/2023
October 5, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******,****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *******************************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint on 9/26/2023, Home Depot Executive Escalations contacted the customer for their order details. The customer responded the same day with more information regarding their damaged hot tub and delayed doors;however, the order number provided yielded no results when searched, and we were unable to locate the orders in question using the details provided in the customers complaint.
Upon receiving additional information on 10/3/2023,Executive Escalations partnered with the Orange Home Depot store leaders to address the customers concerns. We determined the orders in question were listed under a contractor, not the customer, and the Orange Home *********************** Customer Order Specialist (COS) advised they had been working with the contractor directly to address the order concerns.
Regarding the door, the order submitted in April 2023 arrived at the customers job site damaged; however, the contractor temporarily installed it, and Home Depot ordered new door slabs from the vendor. Home Depot notified the contractor and the customer of the extended lead time on the replacement door slabs.
Regarding the replacement trim for the damaged hot tub, Home Depot determined the hot tub was installed weeks/months after delivery due to the customers waiting for an electrician to complete the hook-up.However, Home Depot ordered replacement trim on the customers behalf and will ship directly to the contractor within 4-6 weeks.
The Orange Home Depot store contacted the customer via telephone/voicemail to provide all the necessary updates, and the Executive Escalations provided a follow-up email on Wednesday, 10/4/2023.
With that said, we are addressing the customers concerns and will continue to assist until the matter is 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
Office: **********************
Reference Number: ********Initial Complaint
Date:09/23/2023
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.
My wife and I purchased $6000 worth of appliances and paid for delivery and installation. They said they would be here Thursday between 11 and three and called at 2:45 and said they would be there in 20 minutes and never showed up. She waited until 4 oclock and got a text from Home Depot saying they were not coming. They were not going to deliver for another seven days and after much complaining they agreed to delivered this Saturday and she waited from 10 to 2 and they never showed up nor did they call we were getting our home appraised and will not have any appliances in it. This is cost us time and money they tell us theyre coming and they dont show up and then stay there. Sorry.Business Response
Date: 10/05/2023
October 05, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: ********************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
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.
Our online resolutions team has been actively involved in resolving this matter. According to their analysis, the delay in the delivery of the customer's order was initially caused by the closure of our warehouse for three days to facilitate a conversion process. Eventually, the order was delivered on 9/28, but unfortunately, the microwave and stove hood were missing from the shipment. As a result, a re-order was promptly placed. However, the customer refused to accept the re-order, indicating an error on 10/2. A new re-order for the microwave and stove hood has been scheduled for 10/11.
With that said, we have addressed the customers concern and consider this matter resolved.
Its 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: 10/05/2023
Complaint: 20647998
I am rejecting this response because:
We have experienced delays and have incurred expense due to them not delivering and allowing us to wait and them not call to tell us they are not coming. We have not been able to schedule home appraisal because the range hood had still not arrived. We are expecting compensation and will be glad to discuss but to say they are going to deliver on 10/11 means absolutely nothing because they have been saying that they would deliver on the 21st then 23rd then the 25th and the 29th and we did not refuse the order the delivery driver told us that the range hood was white and we ordered stainless so he took it back! It is odd that they wont explain what happened? The dates can be a day or 2 off but we bought these items around Sept 10th and we shopped and changed items so that they would be in stock. We had to pay $1440 construction interest and now $500 week in rent because we cannot finalize our home loan!!!! We were supposed to move out 10/01 and here we are waiting to 10/11 to get a an appraisal and move in.
*** and *******************Sincerely,
*********************Business Response
Date: 10/12/2023
October 12, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: ********************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
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.
Our online resolutions team has been actively involved in resolving this matter.According to their analysis, the delay in the delivery of the customer's order was initially caused by the closure of our warehouse for three days to facilitate a conversion process. Eventually, the order was delivered on 9/28,but unfortunately, the microwave and stove hood were missing from the shipment.As a result, a re-order was promptly placed. However, the customer refused to accept the re-order, indicating an error on 10/2. A new re-order for the microwave and stove hood has been scheduled for 10/11. Our online resolutions team has confirmed that the customer has now received all the appliances. To compensate for the inconvenience caused, they have sent the customer an E-gift card.
With that said,we have addressed the customers concern and consider this matter resolved.
Its 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: 10/12/2023
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:09/23/2023
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 "custom (made to fit) garage door with installation, along with the garage door opener. I was told that someone would get back to me within 3 days to schedule measurement. The order number was H6679-486024.The call was received after 13 days to schedule someone to come by to measure the garage doorway. We were told that someone would get back to us with a schedule. It's now 3 days after that and still no appointment to measure.I went to the store I purchased this from to cancel the order. After almost an hour, I was no closer to getting this cancelled then when I walked in the door. At that point, I walked out.Business Response
Date: 09/27/2023
September 27, 2023
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 while shopping with our company.
The Home Depot **************** has confirmed that the Customer's billing statement has been fully refunded for $2,356.31 on Sept.23rd 2023. The Vendor ****************** stated that they apologized for not being able to accommodate the customer. The Vendor advised they had difficult time scheduling due to the Customer's time restrictions.
With that being said, The Home Depot has addressed our customers complaint.
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 - *************
Resolutions Expediter- Executive Escalations
Contact:************************Customer Answer
Date: 09/29/2023
Complaint: 20647768
I am rejecting this response because it failed to address my time that was wasted because Home Depot Mira ******************** Didn't train their people properlyB) Didn't empower their people to do what needs to be done
C) Didn't bother to have a Manager-level person on duty
Please allow me to clarify the above.
I went to the store to cancel the order. The person who had performed the sale (in the Millwork section) wasn't authorized to cancel it. We went to the front of the store and the people in the returns section weren't able to do so either. I asked them to call the Manager on Duty and I thought they had done so, only to find that they were talking to a "Senior Sales Representative" about the issue and still weren't able to get it resolved. I once again asked to speak tot he "Manager on Duty" and was told that there wasn't one ... ON A SATURDAY!!!
This makes the waste of my time in the store, filing this complaint and updating you on what actually occurred a direct result of Home Depot either deliberately making it difficult to cancel this sort of purchase, or a pile of errors on the part of the store that should never have happened.
This deliberate/negligent waste of my time by Home Depot needs to be compensated for.
Sincerely,
*************************Business Response
Date: 10/12/2023
October 12, 2023
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 while shopping with our company.
The Home Depot **************** from Store **** confirmed the Customer was refunded on ********* in full for $2356.31. The Customer is now requesting compensation due to time delays in his cancellation request in addition to having received his full refund. Executive Escalations has tried to call and email the Customer to discuss his compensation requests, but ***************** hasn't responded, so far. Once, Executive Escalations can discuss the Customer's compensation requests, the amounts can be considered.
With that being said, The Home Depot does not consider this matter closed, but will keep the case open until the customer is satisfied.
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 - *************
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case#********
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