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.
- 3,472 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:09/22/2023
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 placed an order online, on September 19, 2023. On September 21, I received an e-mail that my order was out for delivery (@7:18am) and was scheduled to arrive the same day. I rearranged my schedule and waited for the package to arrive. All day, it continued to say, "out for delivery". It got really late (9:45pm) so, I called ****** The rep explained that the driver couldn't fit my package on the truck, so he couldn't deliver it. She also explained that there was no scheduled delivery date. In complete outrage, I reached out to Home Depot customer **********************. I spoke with a young lady, explained the situation and no viable solution was offered. She reached out directly to ***** and all of a sudden, there's an issue with the barcode and the physical package so, that was their excuse for not delivering my package. In spite of the fact that, the system was updated to show "out for delivey". The only thing the Home Depot rep. offered was "compensation" after the package is delivered, even though no one had a delivery date. I asked for a refund. She said, that takes 3-5 business days. Quite ridiculous! Especially since I used a gift card. So, I asked her to escalate and see if that could be worked around because the whole situation is just insane. She gets "Mo" on the line. He just made the situation WORSE! He was condescending and rude. Instead of offering a solution to the problem, he made up stuff and started patronizing me. Then, accused me of yelling at him, asking me, "did I do something to you?" Your job is CUSTOMER **********************. I am CLEARLY upset because I spent $200 and an entire day waiting for a package that never showed up from a carrier YOUR COMPANY chose! What kinda question is that to even ask??? He continued to be patronizing and downright fecetious. I asked for a refund again. He tells me that I have to go to the store. Why?! I ordered online. Then, he states I HAVE to get a store credit. Why?! I used a gift card. Also, store credit can't be used online.
Business Response
Date: 10/04/2023
Tell us why here.October 3, 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 processed a refund for the item and offered to help place a new order if needed. The customer confirmed the refund was received; we also offered the customer an additional gift card for the inconvenience. The customer accepted the gift card, and it was sent via email.
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 #: 33895167
..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:09/22/2023
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 August 22, 2023, I placed an online order with Home Depot for a dishwasher and related items for a total cost of $1,290.43. The order number is WG41107617. After delivery and installation on August 29, 2023, I discovered that the dishwasher kickplate had not been installed. Customer ********************** scheduled another installer visit on September 12, 2023.On that day, the installer removed the dishwasher and said it would be replaced, suggesting that I call Customer ********************** for follow-up. I did so on the same day. The rep said the appliance shouldn't have been removed until the replacement had been delivered for safety reasons. (Indeed, there is a gaping hole in our kitchen where the dishwasher was removed as well as a live wire with the ends wrapped in electrical tape.) The rep said she would follow up with us in 24 to 48 hours.After not hearing anything, I called Customer ********************** on September 15, 2023. The rep said that, according to the manufacturer, the dishwasher model that we originally ordered had been discontinued and that we would receive a full refund. She said I would receive further information about the refund, either by phone or email (which I never received).I called Customer ********************** again on same daySeptember 15, 2023to ask when the refund would be issued. I was told that a full refund in the amount of $1,290.43 would be credited to the Master Card I used to make the purchase by Friday, September 22, 2023.As of today, September 22, 2023, the refund still has not been issued. Again, I called Home Depot Customer **********************. The rep told me that due to some problem in their system, it would not be issued for another three business days. I am tired of waiting and constantly having to call Home Depot about this matter. I am not convinced that they are acting in good faith, so I am filing this complaint with the Better Business Bureau in hopes that Home Depot can be persuaded by a third party to fulfill their obligations.Business Response
Date: 10/04/2023
Tell us why hereOctober 03, 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. I understand that the online resolutions team has been working closely on this matter. According to their advice, the customer has partnered with the store and has been advised that a check has been issued. The customer should receive the check within **** business days.
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# ********
Respectfully,
*************************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************************
Fax: 1-************
Office Hours: M-F 10:00 am to 7:00 pm EST
In My Absence Please Contact ********************* at **************************************
...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:09/22/2023
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 9-7-2023 I purchased a refrigerator from Home Depot in *********, ** for my mother who lives in *******, **. The delivery date was for Sept. 14, 2023 between the hours of 12:30-4:30. I waited until 4:30 and called Home Depot's 800 number. I was told that they had a delay, but would be there within an 1 1/2 hour. I called back when that time had came and was told that they couldn't get a hold of the business that they had delivering for them. I then was told to call back if they hadn't showed by 7:30pm. I did just that. The person who answered the 800 number could not give me a answer as to why they didn't show and didn't call, but told me the next available time would be the following Thursday on Sept. *******.I called the 800 number Monday morning Sept. 18,2023 to try to get the fridge delivered sooner and once again they couldn't get a hold of the company. I was told they are only in the area on Tuesday's, Thursday's, and Saturday's. The next available appointment would be Sept *******, but a manager would call me back and try to get the fridge delivered sooner. There was no call back.On Wednesday Sept.20, 2023 I realized they hadn't called me with a time window when they would be delivering on Sept. 21, 2023 so I called the 800 number again. The person I spoke to said that the delivery was showing pending and they didn't know why, but to call Thursday Sep.21. 2023 morning. I called back the 800 number first thing Thursday morning and was told that the delivery had been moved to Saturday Sept. 23,2023. Still receiving no explanation other than, "surely they will show up, but a manager will be in touch with me. No manager has called me with an explanation or a resolution. I was told by the 800 number person on Thursday Sept ******* that they would give me 10%off of my purchase after it was delivered and a $200 e gift card through email which I never received. Please help me my mother is disabled with no fridge!Business Response
Date: 09/26/2023
September 26, 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 may have experienced with regarding their purchase with our company.
?
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience.As a customer ********************** gesture, our online team provided the customer with an E-Gift Card for their inconvenience. 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:09/22/2023
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 purchase a washer, dryer, and frig from Home Depot. During the delivery, the delivery guys hit or dropped the box of our hand-curved table and broke it in half. They did not notify us they had broken the table. We found the table broken shortly after they left our home. We immediately went to the store to report the damage with pictures. We spoke with *****, and he provided me with *******'s number. She sent one email, and I am still waiting to hear from her. I have tried calling her several times and sending emails; she never returned my emails or calls. I was given the claim #***********. I was supposed to receive a call from *******, but I have not heard from him. On 9/22/2023, I spoke with a young man (I am trying to remember his name) who gave me ************ number to call. That person gave me another number ************ to call. That person gave me ***********'s number: ************. I spoke with *****, who stated the claim is with the *************************** I mentioned that I have tried to reach them for months and am still waiting for someone to return my call. ***** provided me with the Corp email Home [email protected] have requested the value of my table be given. I have sent pictures they ask for, replacement value, and anything else they have for; I have sent nothing.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: ********Initial Complaint
Date:09/22/2023
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 Sept 5 2021 I place an order for the Out Door Hampton Bay Cambridge 7 pc Dining Set in ************** Order number W080534580 . The Cost was $.929.00 I read the warranty on this set prior to order. It stated the fame and weave had a 3 year warranty. The furniture arrived in tack and we were very pleased with the set. The beginning of Sept 2022 I began to notice that the frame on all six chairs was braking. Upon further investigation, all of the framing was rusting, falling apart and the wicker weave was coming apart. At that time the chairs were no longer safe to safe to sit on.I reached out to the warranty ***** on Sept 18th regarding this issue. A claim was created #********, I spoke with ******************* who requested that I send pictures of the rusting and breaks in the chairs frame. I forwarded 8 pictures to him. At that time he said he would reach out to the warranty ***** file the claim and get back to me.I ***** a reply email from him yesterday Sept 21st. The email stated they couldn't replace the chairs, only the parts. How is it possible for me to rec. the parts of the frames that are rusted and braking, weld them into place and re-weave the chair? This is ridiculous! The warranty on this furniture states 3 year warranty on frames and weave. Not that the customer would be expected to attempt the process of this replacement.They need to replace the chairs, not just the parts. If that is what the warranty was meant for, it's misleading the consumer. No one would purchase this and be expected to weld pcs. together and re-weave the furniture when the chairs came in one piece, without any assembly required.Let's get real about this. I want all 6 chairs that remain under that 3 year warranty replaced.*********************************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 may have experienced with regarding their purchase with our company.
?
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. Our online team has informed the customer the ****** warranty period begins from the purchase date, which is 9/5/2021, and unfortunately, the warranty wont restart with the customer new chairs. However, to make things right, the customer will receive their 6 replacement chairs which are estimated to be delivered on 10/3/2023. The customer has also received their tracking details for their order. 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:09/22/2023
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 placed an online order, #WG40025601 with Home Depot on August 10, 2023 for six large pantry cabinets for truck delivery to my home. Order total including tax and delivery was $1624.48. Delivery of the cabinets was made on August 30, 2023.Two of the cabinets were severely damaged and I told the driver that I was refusing delivery on those two. He advised that I couldn't refuse the delivery, that I needed to request a refund from Home Depot, and pick-up and exchange would be scheduled by Home Depot. All of the above was false.On or about August 30, 2023, I contacted Home Depot customer **********************, advised them of the problem, and requested a return for the two damaged cabinets. I was advised to contact the delivery company to schedule a pick-up of the damaged cabinets, and confirmed that everything the delivery driver had told me about the process of resolving the damage was false. Furthermore, I was advised that Home Depot had an on-going problem with the delivery company in situations like this.I have repeatedly attempted to resolve this situation with the delivery company which I believe is called *** and also the Home Depot Resolution Team. *** has been completely unresponsive to my attempts to schedule a pick up of the damaged cabinets and Home Depot refuses to issue a full refund for the damages until *** picks up the damaged cabinets and returns them to the Home Depot warehouse.So, my situation is a "Catch 22" and the two damaged cabinets remain on my front porch, awaiting *** to perform the services which they are required to perform.In fairness to Home Depot, after several telephone contacts with the Resolution Team, I was given a refund for one of the two cabinets, with absolute assurances that a representative of *** would be in contact "within 24 hours" to schedule the pick-up. That contact has not been made as of this date, September 22, 2023. I am still waiting for a refund for the second cabinet in the amount of $257.58.Business Response
Date: 09/25/2023
September 25, 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 assisted the customer with the return. We also provided the customer with a discount for the inconvenience.
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: 33895175Customer 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.
Sincerely,
***********************Initial Complaint
Date:09/22/2023
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.
Re: items purchased from Home Depot online on 9/17/23 Part of the order 1 quart of paint was delivered to me on Tues, 9/19 leaking paint. There was paint all over my porch, and all over my clothes from picking the box up.I immediately called customer ********************** and was on hold for an unbelievable amount of time. Finally, I was told *** would return to my home the next day and pick up the damaged package. I explained I would also need to return the other items (paint brushes and drop cloth) because I had no use for them without the paint. I was told to leave everything in the package on the porch and *** would pick it up. Wed, 9/20 *** came to my house and left a shipping label on top of the box - but left the box sitting on my porch. I texted Customer ********************** on Thurs, 9/21 and explained *** did not take the box and was told I needed to take the box to a *** Store or return it to a Home Depot store. I explained I could not take the damaged box in my car because it is leaking paint.I was then told *** would be dispatched to return on Thurs, 9/21 to pick up the box.On Thurs, 9/21 there was no indication that *** arrived - and the box is still sitting on my porch waiting for *** to pick up and return. The $ 28 for the order has been charged to my credit card and I would like it refunded.Business Response
Date: 09/29/2023
9/28/2023
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 assigned to our customers case has reached out on 9/23, 9/26, and 9/27 with no response from our customer. If any further assistance is requested by our customer, they can reach out to the agent directly at **********************.
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: 33895366Customer Answer
Date: 09/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, although this has been an extremely poor experience and I have decided to not shop at Home Depot anymore, I accept the resolution.Sincerely,
***************************
Initial Complaint
Date:09/21/2023
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.
06/05/2023 4 windows were installed. They didn't trim out so the windows were flush ,leaving them sticking out and just caulked them in. They were inspected by a ****** of a ****** contractor and was then told the ]instalation was incorrect. Also the screens for the windows were not delivered and have not been delivered as of this date. Also they were to replace a window ledge which I paid extra and have not been refunded for. I have called Home depot 3 times to try to get the problem resolved with no response I was given dates to have the problems resolved but as of yet have not seen or heard from them.Work order # H3309-132507Business Response
Date: 09/27/2023
September 27, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303Re: ********************* 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 windows installation.
We reached out and spoke with the customer. All remaining screens were **********************. Customers windows are under warranty and was given our contact information if the customer has a question or concern in the future.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 # ********Initial Complaint
Date:09/21/2023
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 the 1st day of January 2023, I *************************** spent $211.94 on a ****** 34" STEEL DEEP BOWL FIREPIT from the Home Depot in ****************, *******. I was assured by The Home Depot employees that this item would be a great upgrade for the yard that my family would enjoy for years.After a short 9 months the item is completely rotted/rusted and inoperative. I have reached out to the store, the corporation, and super visors to express my concerns. I am usually met with excuses and little to no information waiting for calls back.The business has done very little to try to make this situation whole. I have not received any replacement item or any extension of courtesy since Ive started the claim.I am looking to be refunded for this item that does not work as advertised.Business Response
Date: 09/22/2023
September 22, 2023
Sent Via EmailAttn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303Re: *************************** 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 defective firepit item.We reached out and spoke with *************************** and offered a $300 Home Depot gift card as a courtesy. Customer accepted gift card offer and is satisfied.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********Customer Answer
Date: 09/23/2023
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:09/21/2023
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.
Purchased water heater from Home Depot 8/28. Got bill but when paid #****.50 never got receipt. Asked several times. No response. HD owes me $24.00 for fraudulent postage, $80.00 fraudulent fee. Original bill stated all included, but they added monies!! charged $45.oo for a stamp! Als charged $80 extra dollars for hookup. This was included on original invoice. They owe me $124.00 for this fake charge plus I want a itemized bill. Have spoken to managers, ***** 8/30, ****** 9/6, ******** 9/18. 9/6 ****** called heating department at home depot. ****** told him calls were taped and we would know what I was told. Refused to allow me to hear the tape. "I will have my supervisor hear it" 9/18 told ******** issue. Said she would investigate it and telephone me 9/20 Never heard from her. I want $124.00 fraudulently obtained returned plus $200.00 stress induced irregular, rapid heartbeat, possibly leading to stroke!!!!! Am on medication for this condition. Continue to be stressed!!!!!! NO RESPONSE FROM THIS COMPANY!!!!! When I filed complaint with ***** Fargo they told me there have been several complaints against Home Depot regarding fraudulent charges for work.Business Response
Date: 09/29/2023
September 29, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***********************/ BBB Complaint # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent home improvement with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depots Executive Escalation team has partnered with our Service Provider regarding order #H4187-227264. On September 24th, our Service Provider reached out the ********************* (contract holder) and he agreed to the contract price, paid, and stated he is satisfied. Our customer was charged for a basic install in the amount of $1654.00, permit fee $29.50, handling fee $45.00, $80.00 for reconfiguring the plumbing hot and cold supply lines that was needed. ****************** also received a $75.00 senior citizens discount. The final total that ****************** agreed to pay and paid totaled $1733.050. On September 29, 2023, ******************* stated, My bank has already refunded me $124.00 in good faith.
With that being said, we have addressed the customers concerns 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,
*********************
Executive Escalations
Phone: ***********************
Reference: 33888635Customer Answer
Date: 09/30/2023
Complaint: 20637713
I am rejecting this response because: The $45.00 fee was for POSTAGE FR PERMIT AS WRITTEN ON INVOICE. I asked my permit people what this meant.'.postage for permit'. I was told it was the cost of ** sending them the letter to request a permit to install the heater. HANDLING was not mentioned. Postage for sending a letter is less than one dollar. I would like my $44.00 returned to ***** ************* that refunded this error in charge.In the original invoice it stated that all installation costs were included (see attached) in order to attach the water heater to my home.To me this means that the heater will be attached with no other costs. My husband did ask *****, the representative, if everything was included, t least three times she answered yes, as per the statement on this invoice. We were also given a $75.00 discount for being seniors.
Finally, I have not yet heard the recording (for my protection) that ****** (the ** representative that ****** (manager of ************, ** **) spoke to while I stood listening. This ****** refused to allow me to hear this recording. (I'm sure that there has been time for the ** people to change the recording). If a recording was made of the original call with *****,, one would hear my husband asking if this were the ***** cost, with no extra charges!!!!! Manager ****** *********************** deny me the right to access the audio tape that was made.
I have spoken to three managers at the Willow ****** **** Depot. None of them every responded to my concerns after assuring me that they would contact me!!! I have also NOT RECEIVED A RECEIPT FOR THIS SERVICE. Don't all legitimate businesses give a receipt for monies paid for services??? What is wrong that the Home Depot has not sent me an ITEMIZED RECEIPT???
I refuse to accept their denial of a refund of my monies fraudulently obtained. If they could not even send me a receipt for monies paid how else are they cheating me?????
***********************Business Response
Date: 10/05/2023
October 5, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***********************/ BBB Complaint # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent home improvement with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.Home Depots Executive Escalation team has partnered with our Service Provider regarding order #H4187-227264. On September 24th, our Service Provider reached out the ********************* (contract holder) and he agreed to the contract price,paid, and stated he is satisfied. Our customer was charged for a basic install in the amount of $1654.00, permit fee $29.50, handling fee not postage $45.00,$80.00 for reconfiguring the plumbing hot and cold supply lines that was needed. ****************** also received a $75.00 senior citizens discount. The final total that ****************** agreed to pay and paid totaled $1733.050. On September 29, 2023, ******************* stated, My bank has already refunded me $124.00 in good faith. We offered ******************* compensation in the form of a gift card, and she declined the offer.
With that being said, we have addressed the customers concerns 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,
*********************
Executive Escalations
Phone: ***********************
Reference: ********
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