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
- 11,861 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:09/21/2023
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.
We purchased a dishwasher on July 14. The dishwasher installation was done very incorrectly and left damage to our kitchen island. It was supposed to be a top mount install, and the person Installed on the sides, messing up paneling and cabinet doors. We filed a claim and have been jerked around repeatedly since then. Repairs scheduled, then rescheduled and dropped from the schedules completely. Then they come out and tell us they can't do anything because it is in claims. No one told us that and they were the ones scheduling repairs and advising us on claim status. No one can give us a clear course of action or time line for this getting repaired. We have been assigned an "executive escalation specialist" since Sept 5, because I contacted the *** through email... and still have no progress and no usable dishwasher.As of today (9/21) we have refiled another claim on Monday due to being told the claim needed to include the cost of future possible damage - as we have been told by the ** 3rd party installation company that removing the dishwasher is going to cause further damage. As of yesterday, we spent hours on hold trying to return a call to our claims person from ******** insurance, only to be told they would call us back by Friday. Every time we call, it is an hour on hold and then usually another 2 to3 day response time. Part of this problem is ********, and part of the problem is the 3rd party install Company, but I bought this product from ** and they seem to be washing their hands of any responsibility for getting it resolved. I would like the claim to be competed and the dishwasher installed correctly so we can move forward with cabinet repairs and have a usable dishwasher.
Business Response
Date: 10/04/2023
October 4, 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 with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer to further assistance. The Executive Online Escalations team processed the refund back to the original form of payment for the installation completed by a third party.
The Home Depot now 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 should you have any additional questions or concerns.
Sincerely,
******* Head
Executive Escalations Representative
Office: ***********************
Reference Number: ********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.
I ordered flooring from home depot on 9/11/23. I paid for a threshold delivery which means they were supposed to deliver it across the front door and place it inside the home. After not receiving any updates via phone or text from the shipping company I manually tracked the order and it said delivered. That was impossible because nobody knocked on the door and brought the flooring inside. I contacted home depot several times and was hung up on twice after their customer ********************** reps would not help me and would not allow me to speak to a supervisor. The shipping company Home Depot used has a 1 star rating online and multiple complaints that sound just like my issue. They also don't have a phone number. Home Depot refused to help me and told me to dispute it with my bank. That is wrong because I paid them for a product I never received and they need to honor our agreement. Credit card disputes can lead to credit lines being shut down or reduced and that is not a consequence I am willing to face because of the failure of Home Depot to contract with a reliable shipping partner. This is Home Depot's issue. I am disgusted with their rude customer ********************** and refusal to take responsibility.Business Response
Date: 10/02/2023
October 2, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding an online order placed with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot online support team has confirmed that the project manager requested the flooring be delivered to the backyard. The online support team has provided the customer with a refund for the delivery fee as a customer ********************** gesture.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Initial Complaint
Date:09/21/2023
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.
Order Number: WJ40183154 Order Date: September 12, 2023 - 2 identical items were supposed to arrive and only one arrived. I contacted the business to receive a refund on the singular item that has not been shipped or received and they have not at all managed my concern. They have not shipped the second product at allBusiness Response
Date: 10/10/2023
October 9, 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. Unfortunately, we were unable to resolve the issue and advised the customer to dispute the charge with their financial institution. 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: ************
SF 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 August 26th I rented a rug doctor ****** cleaner to shampoo 3 of my area rugs. Please note that prior, the rugs did not have any odor, however I was moving to another state and wanted to shampoo them before the move so I was maintaining them regularly. I do not have any pets and we are a nonsmoking household. Moving forward, after picking up the rug doctor, we noticed that the plastic container was brown in appearance but we assumed it was stained so my wife and I proceeded to shampoo the ******s in a very well ventilated room. The next day we entered the room to check on the rugs and the rugs reeked! On august 30th I paid a professional ****** cleaner to try and correct the odor. After the ******s fully dried, the odor was still very present. As a second attempt to correct the issue I tried using odorcide with no success. I then contacted Home Depot and they stated there was nothing they could do about the issue. These three area rugs are ruined and cannot (by any means) be used.Business Response
Date: 09/29/2023
September 29, 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. To accommodate our customer, our store manager has agreed to reimburse our customer for his costs to his satisfaction. We are processing a check that our customer will receive at their new street address within 21 business days.
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: 33910204Customer 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:09/21/2023
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.
We contracted home depot Anacaster to redo our kitchen completely in Sept. 2021. The project took 16 months to finish ( May 2022- Sept 2023). Our home and our life was on hold for this duration while many of the work was done wrong and had to be redone twice and at times three times to get it right. Deliveries of material and hardware were done wrong. Wrong parts, were delivered to us many times, and at times the right parts but were delivered defective. We complained to home depot who in turn directed us to their customer ********************** who made us an offer and an ultimatum to accept or reject it prior to the end of the project.The offer was nowhere near our suffering for 16 months, and they still insisted on the same offer with an ultimatum which we find insulting and not reflective of their advertised slogan regarding customer satisfaction.The offer was 12% which we rejected. we also spoke to the store manager who could not do anything sighting that it is the customer ********************** that can resolve this.We have yet to hear from them. In addition we offered to accept their offer if they would get us more discount from the cabinet makers to bring the total to 25%.We hope that you will help us resolve this problem so we don't seek other alternatives.Business Response
Date: 10/19/2023
October 19, 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 customer has been informed of the final offer presented. $5,500 was the offer extended and is currently on the table for one week, upon a signed settlement agreement.
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: 33911768Customer Answer
Date: 10/19/2023
Complaint: 20634160
I am rejecting this response because: it seems that despite escalating the issue to the BBB no attempt was made to modify the offer or enhance it in any way.what Home Depot needs to do is demand a discount from the cabinet supplier to pass on to us since they are the major culprit of the delays.
long lead times, wrong parts shipped several times adding to our inconvenience and frustrations.for Home Depot to do nothing and stick to the original offer, is irresponsible, and falls way below their stated promise to us as customers.
we only can accept this $5500 offer providing that they offer addition compensation on behalf of the cabinet vendor.
they need to take this issue a bit more seriously.
Sincerely,
*******************Business Response
Date: 10/26/2023
October 26, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 **********************************
RE : ******************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer has been informed of the final offer presented. $5,500 was the offer extended. The customer feels that more compensation is needed. After further review by our escalation team, the offer of $5,500 is more than fair and reasonable and will remain our final offer. No reconsiderations will be made and again, this is our firm and final offer.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Executive Escalations Representative
Office: ***********************
Reference Number: 33911768Customer Answer
Date: 10/26/2023
Complaint: 20634160
After carefully considering Home Depots offer of $5500, I would like to accept it as a step towards resolving the situation, providing that Home Depot extends the period for payments with 0% interest for an additional 12 months. The projects quality did not meet our expectations and necessitated additional expenses and time for corrections. As such we believe this would be an appropriate request considering the numerous obstacles and inconvenience we have had to endure.I look forward to a response
Sincerely,
*******************Initial Complaint
Date:09/20/2023
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.
The online order for a Bosch Dishwasher was WJ38662302. We were delivered the wrong version (missing a handle). I called the same day and was told by the Home Depot associate not to return and that they had spoken to Bosch, and the handle was on backorder but would be sent to my home. I very inquired if it was appropriate to attach a handle after manufacture and he reassured me that it was interchangeable. I further explained that I would rather return the unit before it was installed and get the correct one, but the associate was insistent that he had arranged for a team to install this at our home for no charge. Nearly a month later I had still not heard anything, called and the associate reassured me the handle had been shipped **** tracking email from home depot attached). When I found the number was not valid, I called Home depot again three times, was left on hold for 30 + minutes each time while they spoke with Bosch and each time my call was disconnected during the wait. Ultimately, I was told by ******** there was no documentation by the first associate and that he had in fact never called ***** at all. This was despite them admitting the order was accessed by an associate named "*******" the day of my first call. I was shocked to hear that there was no way to replace the handle on the dishwasher after all and that prior reports of a handle in shipment were completely fraudulent.HD offered only to take the current dishwasher back but that I would need to transport it and would not offer an exchange and would not arrange for a new dishwasher to replace it until after the return, likely not at the same price I originally paid. I was unhappy with this as I would be without a dishwasher and ultimately pay more.I am disappointed that I promptly called HD when I recognized the problem, was given fraudulent instructions by two associates about the resolution and because I trusted their input I am now stuck with a unit that I did not want.Business Response
Date: 10/19/2023
October 19, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
******************/BBB Case #********
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 their Bosch Dishwasher.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Got a new order placed with delivery date of 11/14/2023. Case will remain open.
With that said, The Home Depot considers this matter still open.
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.
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#********Initial Complaint
Date:09/20/2023
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.
Wednesday, 9-20-2023 To someone who hopefully cares,PLEASE HELP AND DO NOT DISREGARD.Order # WM45075509 from Home Depot This morning, Wed 9/20/23, we received delivery of our $2400 refrigerator. We were told we would receive a 30-minute call prior to delivery. WE DID NOT. Instead, we received an e-mail which stated we were 2 calls from delivery. NO TIME. 15 minutes after it was installed, we opened the door and the bottom of the handle pulled free. It was not tightened or was broke. We called Customer *************************, and they informed my ****** off wife that the delivery men could not return. A fix-it appointment could not be made today or tomorrow. It seems the earliest the handle on my BRAND-NEW refrigerator could be fixed was Friday. EXCELLENT CUSTOMER **********************. My ****** off wife tried to explain she was leaving on a plane at 5:30 AM on Friday and I, inflicted with MS, would be alone and unable to answer the door. An alternate appointment could not be made until Wed when she returned. She was not happy. Two hours later, while filling our BRAND NEW $2400 refrigerator from customer-friendly Home **********************- with a faulty handle, the handle fell off in her hand. She rushed to the phone, dialed Home Depot Customer ************************* and angrily had to share the whole story a second time. Dissatisfied with another agent, she requested a supervisor. After a 15-minute wait, she spoke with a very unhelpful supervisor whose ONLY solution was a Friday appointment, a promise of a note in the work order and a unsatisfying guarantee that the service man would wait for me to get in my wheelchair and answer the door. I SERIOUSLY DOUBT HE WILL WAIT. I feel this issue will linger long into next week. If it is not fixed upon her return, I would not want to be the next customer ************************* agent.What will Home Depot do to make this right? Who will this corporation, that took my money, find to blame this issue on? Is there any chance they will just accept responsibility and make it right? Will they try to remedy the situation and maintain a loyal cherished customer? I doubt it. The verbiage that they care about me is just lip service. It seems they care little if I take my money elsewhere? That will be their simplest solution rather than just making it right.**** and ***********************,Un-satisfied Home Depot customers ************ ************Business Response
Date: 09/29/2023
September 28, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ***********************/ BBB Complaint # ********
Dear ********** ********** behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their credit account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Team compensated the customer by marking down the order and providing a gift card which the customer accepted.
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,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Initial Complaint
Date:09/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my dissatisfaction with the service I received at your store. I recently purchased two toilets from your store, but when I tried to return them to the same store, I was told I couldn't return them there. This was frustrating and disappointing, as I had spent a considerable amount of money on these items.while the customer ********************** representative I spoke with promised to take care of the problem, the situation only escalated from there. I was told that the toilets couldn't be returned to the store due to some sort of sanitary rule, but I was asked to provide proof of purchase and was put in touch with a store manager named *****************Unfortunately, the situation only went downhill from there. I went to the store several times to get a refund from Ms. ********* but she wasn't there.I encountered several more store managers who were unhelpful and seemed disinterested in resolving the issue. I am very disappointed with the level of customer ********************** I received, and I would like to request a full refund for the two toilets that I purchased. I will also upload the other names at a later time. I also have emails from home depot store mangers and customer **********************Business Response
Date: 10/02/2023
October 2, 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. As a final accommodation for this matter, our store manager has agreed to provide a credit for the customers purchase of a new toilet, and she was provided with his contact information to proceed.
Under the circumstances The Home Depot has performed due diligence and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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:**************Initial Complaint
Date:09/20/2023
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.
Home Depot had me sign a contract for Home Depot to replace kitchen countertop slab and kitchen cabinet doors. After many delays, the slab was improperly installed with the dishwasher overflow too close to the faucet. The cabinet doors had to be ordered repeatedly because they arrived defective. Home Depot representatives came to my house August 4, 2022 and completed a Punch List to replace defective cabinet doors #4, 6, 7, 8, 11, 12, 13, 14, 15, 16, 19, 27 & 28 with nails sticking out on all doors.My wife and I have called or emailed Home Depot many times since August 4, 2022. Home Depot has never been back to my house to finish the job.Business Response
Date: 12/01/2023
December 1st, 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 field team has offered a final amount of $750 in the form of a check for the issues with the countertop installation. As for the cabinet installation the customer has not responded with his availability to correct the issues and we will continue to follow up by phone and email until completed.
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-Customer Care
Resolution Expeditor- Executive Escalations
*************************************************-4024
Email: *******************************************
Phone: ***********************
Fax: ************
Schedule: Mon-Fri 8:00 am-5:00pm EstInitial Complaint
Date:09/20/2023
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 paid for the following items from Home Depot:Bosch 300 Series 24 in. Black Front Control Tall Tub Dishwasher with Stainless Steel Tub and 3rd Rack $949.00 Dishwasher Install $179.00 Junction Box For Hardwiring $29.98 Dishwasher Parts ************* $26.98 Haul Away Your Old Appliance $50.00 Home Depot charged me $1238.09 and scheduled a delivery date of Sept 19, 2023.I took the day off from work to be present for the delivery and install.When the installers arrived, they stated they could not install the dishwasher.I spent another hour on the phone with Home Depot with no success.I would like a full refund plus $800 for my time.Business Response
Date: 09/29/2023
September 29, 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. The matter at hand has been under the guidance of our online resolutions team, they have advised that the installation team was unable to install the dishwasher due to the need for hardwiring. They informed the customer that a plumber or electrician was required to complete the installation. As a result, a store markdown was necessary to refund the customer. The markdown was processed on 09/25/2023, and the amount was refunded to the original form of payment. They attempted to contact the customer, *****, via phone and email, but have not received a response yet. If ***** contacts us later, we will assist him as necessary.
Please know that it is 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# ********
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