Complaints

This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Home Depot

  2455 Paces Ferry Rd SE # B # 3 Atlanta, GA 30339-1834

  
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  The Home Depot

  207 Kelsey Ln Ste G Tampa, FL 33619-4346

• 

  The Home Depot

  2925 Main Street SW Airdrie, AB T4B 3G5

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  The Home Depot

  1818 16 Ave NW Calgary, AB T2M 0L8

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  Home Depot

  1 Market Street Westminster, MD 21157

The 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:09/23/2023

  Type:Service or Repair Issues
  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.

  Date of the purchase: 8/17/2013 Amount of the purchase: $3500 Home Depot provided a 20-year limited warranty that if your gutters/downspouts clog because of product failure, the Home Depot will clean/unclog your gutters/downspouts at no charge. Nature of the dispute: Home Depot will not honor their warranty guarantee. I initially contacted Home Depot regarding this matter on 9/15/2023. Since that time, they have pledged to have an adjuster contact me to resolve the matter, but despite repeated inquiries by me, they have not. I dont believe they have any intention to honor their warranty guarantee.Tracking number: The original job order number was *******. My best guess as to my claim number is ******, but because I had to initiate the process more than once, this may not be a value claim number.

  

  Business Response

  Date: 10/23/2023

  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 regarding his Gutter Cleaning.The Home Depot has reviewed this case and has forwarded the complaint to our warranty department.  Genpact for further assistance.
  
  We received a follow-up from Genpact advising they have agreed to provide ****************** a check for $250.00 for the cleaning payment.
  
  With that being said, The Home Depot has addressed our customer's complaint and now consider 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.
  
  Sincerely,
  *********************
  The Home Depot Executive Escalations Team
  P: **********************
  SF# ********

  Customer Answer

  Date: 10/23/2023

   
  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:Service or Repair Issues
  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 09/12/2023 I went into the Home Depot located in **************, ********. I purchased over $1000 worth of Halloween decorations, which included 4 large animatronic yard ornaments. These 4 items were IN STOCK and I physically purchased these items in store. The items were too large to fit in my vehicle, so I asked for them to be delivered. I PAID for delivery and was assured they would be delivered on September 20th.On the day of delivery I was contacted by ************** HOME DEPOT at 630am. I was advised that they were OUT OF STOCK with 3 of the 4 items I purchased. They also stated that sometimes online orders dont match with what the store has in stock. I explained to them that I physically purchased the items IN THE STORE, and it was not an online order. ************** HOME DEPOT said they could not find my items, stayed they would call other stores to try and get the items in, and would refund my delivery fee. GRABD JUNCTION HOME DEPOT then delivered 1 of the 4 items, but sent an emailed receipt stating they had delivered all 4 items. I immediately contacted the store and the party I spoke to had no idea what was going on. She advised me again that they would try and get the items in, but it may not happen due to the shortage of stock, and I may just need to be refunded. Again I was told the delivery fee would be refunded. As of 09/23/2023 I have not been refunded any delivery fees.In summary. I physically purchased items from ************** HOME DEPOT, and instead of delivering these items, they turned around and sold them to other customers. Knowing these were highly sought after and short stock items, and that by selling my PHYSICALLY PURCHASED ITEMS, I would probably never get them back. I have yet to receive any type of solution for their mistakes, nor any refunds if delivery fees as promised.

  

  Business Response

  Date: 10/04/2023

  October 4, 2023
  
  Attn: *****************;
  Customer Experience Specialist 
  ********************** 
  Serving Metro Atlanta, ****** & Northeast *******  
  *********************************************;
  North Tower, Suite 900 
  *******, ** 30303 
   
  RE: Trago ******/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 delivered the Halloween decorations to the customer. In addition, we have refunded the delivery fee for the order. 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: 33913933
  

  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,
  
  Trago ******

• Initial Complaint

  Date:09/23/2023

  Type:Service or Repair Issues
  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 September 13th I purchased (Order WJ40282484) a new dishwasher from Home Depot for $1,004.13. Prior to purchasing the appliance, Home Depot advertised free installation on appliances over $396 including for dishwashers. I opted for paid haul away service which requires the appliance to be unplugged and emptied per Home Depot instructions. On September 19th a delivery crew dropped off my dishwasher but indicated there is no installation possible and that they could not take my old dishwasher until water hookups were removed by a plumber. Nowhere in my order was there any reasonable indication that my order was not properly prepared for haul away and installation. I used Home Depot for my purchase due to the advertised installation and haul away that continued to be referenced throughout my purchase experience including in my order e-mail only to be discovered as not possible after escalation with customer support. I was not expecting additional cost to have someone remove the old appliance hookups (beyond unplugging) nor to have someone else install the new dishwasher based on Home Depot advertising, order e-mails, and appliance installation information. I was expecting installation even if Home Depot needs licensed staff to perform the installation. I also had to re-schedule the haul away service as a result and now my old dishwasher remains in my kitchen waiting for the new pick-up date. I am requesting a partial refund that will be spent on plumbing costs as a result of the misleading information surrounding the appliance installation. Home Depot should consider updating information around installation and haul away for dishwashers to not bait customers into specific service expectations that they are not able to provide.

  

  Business Response

  Date: 09/29/2023

  September 28, 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 reviewed this case and offers the following resolution. We partnered with the Online Escalations Team, who contacted the customer regarding their complaint. We explained the installation process based on their zip code in detail. As compensation, we offered an electronic gift card to cover the inconvenience and the customer accepted the resolution.                    
  
  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 #: 33913061
  
  

  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:09/23/2023

  Type:Service or Repair Issues
  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.

  April 17, 2023 I ordered new flooring from Home Depot and paid for them to install the flooring as well. On May 19, 2023 they completed the installation. Immediately there were issues with the product failing throughout the house. Home Depot Installers returned with additional product on August 9 with immediate problems again showing up with the product. Third party inspector came out in completed a report showing that all of the product was damaged during incorrect installation and will all need to be replaced. Home Depot was notified of the installation and product defect. I took a total of five days off of work for these failed installations and inspections with zero compensation for the wasted time. A full refund was requested in writing on September 6, 2023 for the worthless product and installation. Home Depot has stated that they have copies of the reports and photos showing the damaged and worthless product and admitted that the installation was not done correctly. Home Depot has only offered to have the same installation company come out. Home Depot has not offered to replace all of the damaged flooring. Home Depot is refusing to refund our money: $10,317.09

  

  Business Response

  Date: 09/29/2023

  September 29, 2023
  
  Attn: ***********************
  Customer Experience Specialist 
  ********************** 
  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 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 installation team contacted the customer and agreed to refund the customer for the ******************. The customer has accepted the refund offer and was provided with a settlement and release letter which he has signed and returned to proceed with the refund process. 
  
  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: 32739495
  
  

• Initial Complaint

  Date:09/23/2023

  Type:Service or Repair Issues
  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 fridge on home depot hand it was delivered on 9/11...the fridge was not getting cold. Gave to 24 hours before I called on the 9/12 to let home depot know and they sent service tehnician out. The person came and stated it needed to be replaced The next date is Novmeber 3rd. I can't be that long without a fridge. I called again and I was given the store in ********* ** to speak with. They said they would call me back with a resolution, they did not. I need a functioning replacement fridge in a reasonable amount of time.

  

  Business Response

  Date: 10/17/2023

  Attn: *****************************
  
  Customer Experience Specialist
  
  **********************
  
  Serving Metro Atlanta, ****** & Northeast *******
  
  ***********************************************************************
  
  *******, ** 30303
  
  RE: ***********************************/ BBB Case # ******** 
  
  Dear ****************:
  
   
  
  We acknowledge the receipt of the BBB Case # ******** 
  
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
  
  
  The Home Depot has reviewed this case and apologized to ********************* regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
  
  
  The Executive Escalations Team in partnership with The Home Depot Online Executive Escalation Team has reviewed the customer's complaint and advised that they have called the customer to confirm delivery of her replacement refrigerator on 10/5/23 and the customer confirmed that the delivery was success, and the unit works. The customer requested a refund for the original appliance order WG42189873, which she had to cancel due to the replacement order not being available until mid-November of this year. They partnered with the local Home Depot store leadership team to process the customer refund as requested and advised that the refund may take between **** business days for the funds to be credited back to her account. 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: **************
  
  Schedule: Monday Friday 11:00AM-8:00PM EST
  
  In my absence, please contact ********************* via email at ************************************
  
  
  ****************** | The Home Depot
  Executive Escalations Specialist
  Phone: *************************
  Fax: **************
  Schedule: Monday Friday 11:00AM-8:00PM EST
  In my absence, please contact ********************* via email at ************************************

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  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 whirlpool washing machine on March 12, 2020 in the amount of $647 prior to adding a 5 year protection plan. On 8/16/23 I filed a claim due to the F5 error message. Home Depot had Diamond Factory out to repair my washer. The service tech arrived on 9/13, then told me wrong parts were ordered so would need to reschedule. Together we rescheduled for 9/21, which was confirmed in person before tech left. On 9/18 I called Diamond Factory to confirm appointment, then was told it was scheduled for 9/29, although this was not date that had been discussed with me. I spoke to a manager at Diamond, who was rude and condescending and said 9/21 was not scheduled, and that parts were ordered and the tech would come on 9/29. I can confidently say that 9/29 was not discussed with me. I spoke to someone from Home Depot on 9/18, who opened a case with a case manager, then was told someone would contact me on 9/19, then 9/20, 9/21, and 9/22. Nobody called me all week, but once I called again on 9/22 I finally got a call back. A case manager from ******* called and was minimally helpful in this case. I was told I would need to stick with Diamond Factory, despite expressing my discomfort working with the company moving forward, then was told I would need to wait to get additional approvals from other managers to have someone else come out, but that the claim would need to be started again from scratch. I have been going to a laundromat since July, and per the Laundry Allowance clause in the warranty details I should be getting reimbursed. Despite bringing this up to customer ********************** multiple times, this request has been ignored and not offered to me. Aside from this, I attempted to get a leak fixed in washer and was told it was cosmetic. My machine is *****. I spent money on a 5 year extended warranty and Im not getting any resolution to my issues and it has been months. This entire situation has been less than satisfactory, stressful, and extremely disappointing.

  

  Business Response

  Date: 10/18/2023

  October 5, 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. The Online Executive Escalations Team contacted our Asurion business partners, who advised they would send a reimbursement check directly to the customer. The Online team contacted the customer, who confirmed receipt of funds. With that said, we have addressed the customers concern and consider this matter resolved.If any additional assistance is needed, please advise the customer to contact the 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 The Home Depot - ************* P: *********************** F: ************ Case No. ********

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  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.

  May22,2022: Purchased windows and a patio door on my Home Depot credit card - Order Number H1517-237522 Jul29,2022: intended installation day, but subcontractor called me on this morning to tell me they sent the order to a wrong address in a different state and we needed to reschedule.Aug19,2022: Installation day - wrong patio door put in - kitchen window did not get put in - living room window cracked by installers - all sliding windows had incorrect screens put on - upstairs windows are are so crooked they don't function properly - several places on exterior where the foam expanded through and broke calking Aug22-Nov 8,2022: I sent dozens of emails and made even more phone calls to get next steps taken care of. ******** I talked to just kept saying "the project has been closed". I finally got someone high enough up to listen and help, and they scheduled a follow up installation to finish the job. Nov16,2022: Scheduled follow-up installation day. Home Depot did not show up, and did not call me. My phone calls and emails inquiring to what happened went unanswered, so I formally requested a refund.Jan26,2023: Home Depot left a voicemail while I was at work saying the refund was denied, but no further explanation was given, and I once again couldn't not get anyone to respond to emails and phone calls.Feb1,2023: I disputed the charge on my credit card because I didn't get what I paid for. At first ********* gave me the full refund, but Home Depot refuted it because they "had documentation showing merchandise or services had been received." The document they produced was a "certificate of completion", that I had NEVER seen before. My signature on this document is a forgery, and a bad one. It's literally just a wavy line. I have been SO meticulous about EVERYTHING I've signed so far, and this is clearly fake. The entirety of the document is otherwise blank!Since then a lot has happened, and they won't give me a full refund. I've escalated it as high as I can.

  

  Business Response

  Date: 09/27/2023

  September 27th 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. The Home Depot Installation Service team is working to address the customers concerns as diligently as possible. We have provided ****************** with an options letter including two options to resolve her concerns. We are currently working on this and will continue to support until an agreement is met and resolution provided. 
  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: 33911475
  
  

  Customer Answer

  Date: 09/27/2023

  I'm not sure which response of "satisfied, I'm done" vs "not satisfied, tell the company" really captures the severity of this issue. Yes, they sent me an options letter and I FINALLY got someone on the phone with me, but that doesn't mean I'm happy with the resolution. I am mad as ever that Home Depot is acting like my signature being forged is no big deal and that I'm not owed more for that. I think a forged signature, damaged and incomplete installation, a no-call/no-show on the follow-up service, and months of disrespectful and incompetent assistance clearly demonstrates that Home Depot has violated the "workmanlike manner" clause they have in their contract. It is infuriating that it sounds like they are going to get off "***** free" because I am just too emotionally drained to deal with this circus anymore. I'm inclined to sign the options letter to be done with it all, but I was holding out in hopes that a BBB report would get me the help I needed to refund the money in full so that I can afford to fix the ENTIRE installation. Am I truly out of options to pursue the refund I deserve, or is there something else I should be filing?

  

  Business Response

  Date: 10/29/2023

  Final Response

   

  October 29th,  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. The Home Depot Installation Service team has worked to address the customers concerns as diligently as possible. To address the concerns regarding the signed completed contract, we have provided ****************** with an options letter including two options to resolve her concern.
  ****************** accepted our final offer of the refund of the outstanding work of which has been executed and refund provided. Additionally, as a courtesy, we also provided support working with ********* to extend the promotion code for zero interest removing her interest accrued as a courtesy. All attempts to help provide a satisfactory resolution has been made.
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.  
  
  Sincerely,  
  
  ***************************
  The Home Depot ************** Executive Escalations Team 
  Case: 33911475

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  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 kitchen refacing project from Home Depot on January 30, 2023. They said it would be installed by the end of May, actual install was late June. That would have been fine except not one door or drawer was correct. There is between 1/2" and 1" spacing on cabinet doors, drawers do not fit and do not work properly, tiling was not completed, and kitchen counters have a seam down the middle of a 4' section??? The workmanship on the laminate is horrible and not a straight line to be had. I complained and was told that they would measure and re-order. I got a call on 8/7 letting me know that new product would arrive 8/5... When I mentioned the date, they said they would get back to me... I am done. I have zero confidence that Home Depot can do the job. I would like my money back so I can fix my kitchen and stop having my kitchen in boxes, in my living room. They are unwilling to refund me the money I paid for the install... Please HELP! I don't want them back I just want to get someone in here who can fix my kitchen. My father died and I inherited this home in November. I am trying to bring it back to looking good... Thank you!

  

  Business Response

  Date: 10/04/2023

  Tell us why herOctober 3, 2023
  
  Attn: ***********************, Customer Experience Specialist
  ********************** Serving Metro Atlanta, 
  ****** & NE *******  
  ***************************************************;     
  *******, ** 30303 
   
  RE: ********************* / BBB Case # ********
  
  Dear ****************************,               
                                                                                                                                                                    
   
  We acknowledge the receipt of Better Business Bureau Consumer Complaint # ********.
  
  On behalf of The Home Depot, We apologize for any inconvenience our customer may have experienced while shopping with our company.
  
  The Home Depot has carefully reviewed and investigated the matter and we have contacted our customer.  The customers ****************** was completed but we had conceded that there are workmanship issues that we want to remedy and weve re-ordered product.  We have received the product however, we have not been allowed to complete the work.  We have proposed the steps we will take to resolve his concerns and emailed him the details.  Because the installation was completed, we cannot offer a full refund however compensation will be discussed once weve been able to reinstall the product.  We await our customers decision.   With that said, we do not consider this case resolved and offer this interim answer in the meantime.
  
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and look forward to servicing their future home improvement needs.  Please contact me if you have any questions.    
  
  
  Best Regards,
  
  **************
  The Home Depot | Store Support Center
  Executive Escalations
  Phone: **************  Ext. 85774
  Fax: **************
  Case: 33895332
  
  e...

• Initial Complaint

  Date:09/22/2023

  Type:Order Issues
  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.

  Due to the negligence of the Home Depot, my special order of a patio door is delayed for two months. My original order was placed in June 02, 2023, and until I visited Home Depot in around August 24th to inquiry the order status, they realized they forgot to send the order to the factory. After a few days they placed the order to the factory, and our order had to wait in the factory order queue. Basically, solely due to their fault, the order was delayed for more than two months, and if I was not there to check, it would be delayed forever.The order ID is ************.

  

  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: H** Shi/ 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, the Santa ***** Home Depot acknowledged the order delay and advised the reorder was delivered on Friday, 9/22/2023. The customer confirmed receipt of the replacement door via email on 9/28/2023 and requested compensation for the delay and inconvenience. The Santa ***** Home Depot offered to compensate the customer for the delay/inconvenience and refund the difference in cost of the reordered door; the customer accepted this offer. Via email, Home Depot informed the customer their refund was waiting for them at the Santa ***** store, and the customer agreed to return to the store at their earliest convenience to complete the refund process.
  With that said, we have addressed the customers concerns 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
  Office: ********************** 
  Reference Number: ********

• Initial Complaint

  Date:09/22/2023

  Type:Delivery Issues
  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 a refrigerator from them over a week ago they changed the date of delivery. Then we waited all day for the refrigerator to be delivered. No show no call at 5:04 pm they put an update online saying they had problems delivering. Got up this morning called they tell us that they ran out of time to deliver and reset the delivery two weeks out. I have No refrigerator I asked for a refund they refused to give a cash refund in store so I can buy a new refrigerator somewhere else now I have to wait another week due to it being Friday to get a refrigerator. They talked us into letting them deliver but when talking to the manager he said it was a known problem they are having but yet they keep setting up deliverys this at the ***************. It bad service and I now have to keep my insulin on ice to stay cool. Causes they have ***** tied up and I have no refrigerator. They need to stop taking deliveries especially when they talked us into it when we was going to pick up our self. Bad business do not buy from here.

  

  Business Response

  Date: 09/28/2023

  September 28, 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 reviewed this case and offers the following resolution. We partnered with the Online Escalations Team, who contacted the customer regarding their complaint. After speaking with the customer, they confirmed that the store has issued a refund for the issue and no further action was needed.                    
  
  
  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 #: 33918253