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

  
• 

  The Home Depot

  PO Box 9058 Gray, TN 37615-9058

• 

  The Home Depot

  390 Shawville Blvd. SW Calgary, AB T2Y 3S4

• 

  The Home Depot

  343 - 36 Street NE Calgary, AB T2A 7R4

• 

  The Home Depot

  #100, 388 Country Hills Blvd Calgary, AB T3K 5J6

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:09/20/2023

  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.

  We ordered a rental truck online. We paid the $150 deposit for the truck. We canceled the order for the truck the next day they said it will take 3 to 5 business days for our $150 refund. Weve contacted Home Depot many times to find out where our 150 is. The store is saying since we canceled too quick, the IT department cannot refund our money. It has been more than a month since we canceled nor received our $150 deposit for the rental of the truck.

  

  Business Response

  Date: 10/04/2023

  October 4, 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 customers refund for his tool rental deposit has been processed. The customer will receive $150 via check and it is currently enroute.
  
  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: 33883924
  
  
  Thank you,
  
  

• Initial Complaint

  Date:09/20/2023

  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.

  Requested carrier pickup return for order WG43023139 quantity 2 as they arrived damaged. Clearly states ********************************* mail. Some items on Home Depot are listed as return to store only, this is not such an item. I have had nothing but issues recently with Home Depot online. I want the carrier pickup return or refund me and Ill push it to the curb on garbage day. Stand behind your products. Theres a reason everyone uses Amazon and Home Depot has a 1/5 star rating here. Email is best if needed, phone is for work only.

  

  Business Response

  Date: 09/29/2023

  September 29, 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 tried contacting the customer numerous times, but unfortunately, the customer has been non-responsive. Should the customer require additional assistance, please advise them to contact Faith 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 customerspatronage 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:09/20/2023

  Type:Product 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.

  I placed an online order (order #WG39804414) on 8/7/2023. I selected and paid for home delivery for the 8 ft. Exposed Fastener Galvanized Metal Roof Panel. The delivery fee on these items was $79.00. On 8/16/2023, I received an email saying the items I wanted delivered to my home was to be picked up from my local Home Depot store. I never changed my order to store pick up, someone at the store did this on their own due to their delivery truck being out of service. After making arrangements to pick up my items from the store on 8/17/2023, I spoke to the customer ********************** associates at the store and requested my delivery fee be refunded due to the order not being delivered. They were unable to refund me the delivery fee. They said they'd have their manager call me the following morning and let me know when my refund would be processed. I never received a call from the manager. I then called the Home Depot credit card services to dispute the delivery fee. I was told delivery fees could not be disputed. I was then transferred over to another department to see if they could process my delivery fee refund over the phone. They were unable to process the refund over the phone so they told me they'd have to open a ticket to have the refund processed. I was told I would receive an email within 3-days of my call. I never received an email and I have yet to be refunded for my delivery fee. At this point, I would like a refund for my delivery fee, a refund of my interest charges, and compensation for my travel to and from the store and multiple phone calls.

  

  Business Response

  Date: 09/27/2023

  September 27, 2023

  Sent Via Email 
  Attn: ***********************
  Customer Experience Specialist
  ********************** 
  Serving Metro Atlanta, ****** & Northeast *******
  *********************************************;
  North Tower, Suite 900
  *******, ** 30303

  Re: *********************** BBB Case ID # ********

  Dear ***********************,

  We acknowledge the receipt of the BBB Case ID # ********

  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online order and delivery issue.

  We reached out and spoke with the customer. We offered a HD gift card in the amount of $335.03 which includes $250 as compensation and $85.03 delivery fee. Customer accepted gift card offer.

  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: 09/27/2023

   
  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:09/20/2023

  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.

  My name is ************************* purchased a Frigidaire French Door refrigerator on 8/29/23. My initial delivery date and time after purchase was incorrect for Friday 9/1 first appointment in the morning just to find out that they changed my appointment to the last appointment of the day without notice or approval by myself. I then called customer support in an attempt to change it back to the original date and time, but that request was denied. The representative put me on hold hung up and rescheduled my delivery for the following Tuesday without confirming my availability or my approval for that date. The appointment was then changed back to 8/2 and was missed.The final delivery date in which my refrigerator was delivered was 9/7 about 3 pm. I was away on travel so I had my elderly mom at my house to receive it. Once the delivery guys arrived, they told my mom they were not permitted to hook up the water line for the fridge (which I was required to purchase). The fridge after installation was dirty, doors not leveled or properly sealed. The plastic from shipping was still on or partially remember in several areas. As well as debris in the freezer. This is the absolute worst customer experience that I have encountered in my life. To top it all off, once I returned to town, I went immediately to the grocery store to stock it up with groceries just to find out that it wasnt cooling and the groceries that I purchased were going go bad because of this. I will never purchase another appliance item from Home Depot. This email was sent to Home Depot on 9/11/23 and i still have not received a resolution to my problem.Order #H2555-371878 Sincerely,****************.

  

  Business Response

  Date: 10/13/2023

  October 13th, 2023
  Attn: ***************************************************** 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 Online Support Team has provided the customer with support. Confirmation of the successful appliance delivery was received. Further support provided by Home Depot Protect Plan with Allstate for food loss will be received. Additionally customer ********************** gesture was applied to the customer order as a courtesy.
  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: 33883561

• Initial Complaint

  Date:09/20/2023

  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.

  case # ******** To:************************************* Tue, Sep 19 at 9:58 AM Good morning,I have been having an issue since July 2023. If you review the files, you will see the numerous times I have called To try and resolve this issue.My Husband and I purchased a free-standing stove.Converting from a drop in stove top & oven.I took pictures of the area, and the salesperson assured me that this could done. He stated I needed to use a cabinetry Pro professional to remove part of the countertop. To accommodate the new stove.I paid for that service and the pro came out. The cabinetry professionals came out (at the cost of $340.) and cut out the lip and face board of the cabinet. took away the stove top that needed to be replaced and the oven. It wasn't until the stove was delivered. That it was discovered that it could not be installed due to a vent. I went back to the store. This time I spoke with salesperson and the supervisor. Showed them pictures and they said that the cabinetry person should have known. They stated that this would be escalated to claims. For 2 weeks no calls or follow-up. When I called to find out the status I was placed on long holds or disconnected all together. When I finally did speak with someone and asked for a supervisor, I was disconnected. I finally reached a **************(casemanager). He stated that all he could offer me was $500.compensation. I was reluctant to accept this offer, because of unknown cost to replace the counter top. ************** stated that he had no luck in reaching the PRO. That I should try. When I again asked for a supervisor. A day or two later I received an email from ************** stating that after speaking with the pro there was nothing he could do. I haven't had a stove or oven in over two months. I am just asking at minimum restore my countertop. Or at your expense send a professional that could identify what it would take to rectify this matter. ********************************

  

  Business Response

  Date: 09/26/2023

  September 26, 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, our Pro Referral Senior Manager has offered the customer their full $500 guarantee. It is the customers decision to accept the offer as we are not able to send anyone else in to fix or repair the issue.
  
  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: ********

  Customer Answer

  Date: 10/20/2023

  Good morning 
  I am willing to accept the $500 offer.
          Regards,
             ***********************-Mack 
  

  
  

  

  Business Response

  Date: 10/24/2023

  October 24, 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, our Pro Referral Senior Manager has offered the customer their full $500 guarantee. The customer has decided to sign the *** and accept the $500.
  
  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: 33882486
  
  Thank you,
  
  ****************
  The Home Depot Customer Care
  Resolution Expediter/ Executive Escalations
  *************************
  

• Initial Complaint

  Date:09/20/2023

  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.

  We originally purchased a washer and dryer with Home Depot and added an extended warranty which we paid for. Back in March 2023 the washer and dryer started having issues we called the info with the warranty and they dispatched the claim/repair to Standard Appliances. A technician came to look at the machines 2 weeks after the initial claim was made. They looked at the units and needed to order parts to perform the repairs. At this point the washing machine was not functioning as it was leaking water and the drum was not spinning (with a grinding noise). We continued to follow up but were always told that the parts were on order. We had to maintain a family of 6 by washing everything by hand in anticipation of the units getting fixed in a reasonable time. Months passed and no update. Many enquires were made with the same response, parts were still on order!! At this point, they left us no choice but to purchase new units and move the unrepaired units to our garage in anticipation that eventually they would be repaired and we could sell these repaired units to recover some of the costs toward the new machines. More inquiries were made with them and still the same answer, parts on order. Now 6 months later with no communication and with winter approaching, we need our garage back to park our vehicles we enquire again on the status. They now inform us that the repair has been canceled because we purchased new units. The fact that we bought new units doesn't relieve them of their obligation to fix the old ones. The repair was never canceled by us.

  

  Business Response

  Date: 10/04/2023

  October 3, 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 customer had regarding a washer and dryer they purchased from The Home Depot in ******.
  
  The Home Depot has reviewed this case and partnered with our ******** Executive Escalations Team. They reached out to the customer several times and just received a response. He advised that ******* is working with him to get the units serviced for use. Service is pending right now. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for the customer. 
  
  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 do not hesitate to contact me if you have any questions.
  
  Best regards,
  ************************
  The Home Depot - Customer Care
  Resolution Expeditor- Executive Escalations
  P: ********************
  F: ************
  SF#:  33895327
  
  Please feel free to contact me at your convenience if you have questions or concerns. I can be reached at *********************** or via email at ************************************.
  
  Sincere regards,
  *****************
  
  Resolution Expeditor-Executive Escalations
  Phone: ********************
  Fax: ************
  Office Hours: Monday Friday 10AM-7PM EST
  Please contact ******* Head at extension ***** in my absence.
  The Home Depot| *******************************************************************************;
  
  

• Initial Complaint

  Date:09/20/2023

  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 ordered an outdoor patio set for my new apartment. I live alone on the fourth floor of an apartment building with no elevator, stairs only, and hired professional moving assistance to assist with getting this large, 88 pound, set up to my apartment and assembled. Upon delivery, I recieved a completely ripped open box, of which I sent photos to Home Depot via ******* help account, but continued to unbox the furniture as there seemed to be no visible damage. Upon assembling the furniture, it was realized many pieces were bent, and the screws would not line up to assemble the furniture, so I contacted the company. They told me id have to send back the merchandise for a refund, which I understand to an extent, but as I explained, I live solo on the fourth floor, the box rather large is completely destroyed, there are about 30 pieces, I have no way of doing so. I cannot repack the items since the box is destroyed, I cant carry 30 pieces one by one down four flights of stairs alone, I have no options in returning this damaged item and its unacceptable that it wasnt packaged or properly handled in transit.

  

  Business Response

  Date: 09/22/2023

  September 22, 2023
  Attn: ***********************, Trade Practice Specialist 
  Better Business Bureau Serving Metro Atlanta,
  ****** & NE *******  
  ***************************************************;     
  *******, ** 30303 
  ****** Locker/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 online order.
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online resolutions team a advised a refund would not be provided without the product being returned. The customer disposed of the items before a return could be made. 
  
  With that said, The Home Depot considers this matter closed. 
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.  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# ********

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20631693
  
  I am rejecting this response because: Yes the team member provided me with options, but none were viable. Again, I trusted Home Depot would deliver a solid quality product. I have hired two moving teams now, I have four flights of stairs, a completely destroyed box, there was no viable way for me to return the option. The agent told me I could return it to the store without a box, how do you expect me to return 40+ pieces on public transit as a solo person alone? I have no box big enough to pack for a package pickup, as the box was completely destroyed it came in. There was no reasonable option to return and I dont have room to store extra patio sets in my one bedroom. This is ridiculous. 
  
  Sincerely,
  
  ****** Locker

  

  Business Response

  Date: 09/28/2023

  September 28, 2023
  Attn: ***********************, Trade Practice Specialist 
  Better Business Bureau Serving Metro Atlanta,
  ****** & NE *******  
  ***************************************************;     
  *******, ** 30303 
  

  ****** Locker/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 online order.
  
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online escalations team stands by their decision denying the request for a refund as no return was completed in their system. The customer confirmed, during their communication, that they disposed of the damaged set.
  
  
  
  
  With that said, The Home Depot considers this matter closed. 
  
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.  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: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.

  Home depot really needs to switch the company they use for delievry. my complaint is on tforce logistics out of *******, **, this company is absolutely horrid. placed a order on 09/17 for hardwood floors online from home depot. they found a store within an hour of me that had it, and i paid extra money for the express shipping. these floors were supposed to be delivered on 09/18, it is now 09/20 AND STILL NO FLOORS, we paid over $2,000 to have these installed, and now we are out of that money if these floors are not here this week!!! The contractor has another job set up, and he was at our house waiting! Called home depot on 09/18, they said they will be delievered by 8pm. nope. called HD on 09/19, assured me they would come that day, ***** to manager at HD again on 09/19, i was PROMISED the floors would be here today 09/20 by 8am. it is now 12pm and the floors are still sitting in the warehouse! HD contacted Tforce and they were no help. manager at HD said this company is horrible!!! someone needs to do something! i called Tforce myself, 3x and they hung up on me every single time! absolutely ridiculous, this is almost a $1,000 order!! Tforce should have to answer to someone!! order # WG43175837 HOME DEPOT. HD has been helpful, but Tforce is unacceptable! filed a complaint with home depot corporate as well.

  

  Business Response

  Date: 09/25/2023

  September 25, 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 contacted our customer several times but were unable to speak with her.  With that said, the order has been delivered without exception.  We sent an email to provide our direct contact information if she needed any further assistance.  
  
  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: ********

• Initial Complaint

  Date:09/20/2023

  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 went to Home Depot in ****** ** on 9/15/23 between *****pm. As I was was liking trying to find the tile aisle I was approach by a young blonde employee or so I thought as she was wearing a Home Depot employee apron. That Home Depot was offering free water tests and I would get a Home Depot gift card for participating. We asked if we had to buy anything and she said no because it was to test water and make us aware of water quality. The person would come do test explain water issues and be on their way. I would be emailed my results and receive a gift card. She jotted down out info, and gave us a 2 pm 9/16/23 appt. The person comes from water soft saying they partner with honeypot to make ppl aware of water quality. Person does test, tries to low key sell us a rainsoft $9k water filtration system which we declined. I did not receive email with results nor did I get my gift card. Today 9/20/23. I text with Home Depot customer ********************** who tells me that they dont do that. When I asked to look into the matter the person was rude to me and just told me to contact the store. Your customer ********************** could be better. Specifically with a matter like this!! BECAUSE IT SEEMS ANYONE CAN WALK INTO A HOMEDEPOT STORE AND PUT ON A HOMEDPOT APRON AND PRETEND TO BE A HOME DEPOT EMOLOYEE. I am disturbed by this because I gave someone my home address which could of been a set up. As now Home Depot states that just an independent person and yall have nothing to do with that. But this person impersonated to be a store employee in order to deceive me and agree to the test. And then gave me false information. I would like the gift card that was offered to me and to review your policy and become more aware of what ppl are doing in your stores. That is a safety concern!

  

  Business Response

  Date: 09/21/2023

  September 21,2023
  
  Sent Via Email
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ************************************************************************************************
  
  RE: *********************/ BBB Compliant # ********
  
  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 regarding their recent store experience.
  Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depots Executive Escalations team called and spoke with Janive regarding her water testing results. At this time, we have partnered with the stores manager requesting the results.  We also offered the customer compensation, and she accepted 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: 33882376
  

• Initial Complaint

  Date:09/20/2023

  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.

  to who it may concern , In the sprig of 2022 I purchased in Home Depot a 2`12cc 24 inches (power smart) snow thrower as I put together the machine began to leak gasoline, I then took it back to Home Depot for a new one, I then used the machine around December of 2022 about four times and the the starter blew crack, because it was a cold snow seasonI shoveled the snow for the rest of winter, the around May of 2023 I tried to contact Power Smart and nobody answered the phone call instead the only communication was by texting and explained my situation with the starter to (Power Smart) they then send me a new starter after installing it the starter won 't even cranked or turn after I by texting explained to (power Smart) they advised me to removed it and to put it back again and that was going to be solution to problem with the starter I did just that and still the starter didn't cranked , after contacting (power Smart) by texting I explained everything to them (power Smart) send me a return slip and on July 3th of this year 2023 send the starter back to them and around July 8yh I texted (power Smart) and asked if the received the starter back their answered (yes) I then asked if was going to get a new starter or my money back and since then I haven't anything form them. I am now requesting a full refund of what I paid for the (snow thrower $699,00 and it was around $130,00 for the starter) because I believed that (Power smart) is not to trust to do business with,

  

  Business Response

  Date: 09/19/2023

  **************************** is not associated with Home Depot or power smart. We are a property management company.

  

  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 has contacted the customer and apologized for their inconvenience. We partnered with our store team, and they will issue a full refund,including the cost of the starter, totaling $656.45. The customer has been notified of this information. 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 #********