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

  11320 Sarcee Trail NW Calgary, AB T3R 0A1

• 

  Home Depot

  115 E North Pointe Dr Salisbury, MD 21804-2283

• 

  Home Depot

  114 Federal Rd Danbury, CT 06811-4074

• 

  Home Depot

  1460 Highway 280 Alexander City, AL 35010-4620

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:

  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 in store Sept. 4th with expected delivery between Sept 8th and 15th. I ordered 6 4"x 100' rolls of single walled corrugated pipe. On Sept. 11th 1 roll was delivered, all 6 were listed as delivered. I called the store and shipper and was told the other 5 will be delivered by the 15th. I have had multiple texts or calls stating my items are out for delivery. They have still not arrived. When I contact Home Depot they say it's out for delivery. If it has not arrived they will do X or X. When it still has not shown up I'm told I have to wait until the next day. I purchased these items by getting a Home Depot credit card to get the 12 months 0% financing if I spend over $1000. They have offered several times to cancel the order and reorder it, shipped by the same carrier. That would make me lose the 0% financing. After googling, this is apparently a common practice with them. I still have not received my items as of Sept 20th. The only resolution so far has been to ask me to wait. Or go ahead with their credit card scam.

  

  Business Response

  Date: 09/22/2023

  September 22, 2023
  Attn: ***********************, Trade Practice Specialist 
  Better Business Bureau Serving Metro Atlanta,
  ****** & 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 order. 
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customers product was delivered and we gave the customer a $100 Gift Card for his inconvenience. 
  
  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

   
  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.

  I have had one order delivered to the wrong ********** different locations. I ordered a refrigerator, four cabinets, and a countertop. Two cabinets were delivered to the correct location on the correct day. The counter top was delivered the same day but to the wrong address. It was left outside and rained on. I was informed the rain would be fine as it was made to get wet. I had to go pick this up as it was in the businesses way . I spoke with support again about the missing base cabinets and was told they had not shipped, even though my email said they were delivered. I was assured they were coming. Yesterday-a week later- I get a phone call from another business that my cabinets were delivered there, had been outside for a week. They were in his way and I needed to come get them. They were rained on. There is water damage to bottom of one base and multiple scratches to the doors. I spoke with support requesting a refund. Was told this could not happen until they were picked up, which could take up to 3 days for the company to contact me to arrange this and then pick up would be scheduled. If I wanted a replacement they had to be picked up and then could be reordered. I told them I didnt have the space to keep them or the time to wait as I now am going to have to use another company to get my cabinets to meet my deadlines. I could leave the cabinets outside, which is what they did but mine will at least me at the correct location, and was told if something happened then I would not be refunded.

  

  Business Response

  Date: 09/26/2023

  September 26, 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,we scheduled a pickup and processed a markdown.  We emailed our customer the details and advised a refund will be processed once the items had been received.  Wed also asked her to contact us if she needs 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:09/19/2023

  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.

  Delivery Scheduled today 9/19/2023 from 2-6pm. Driver called from ************ @2:15pm and arrived at 2:30pm. They attempted to unpack the washer/ dryer combo and the 2nd driver noticed there was a scratch and dent on the left side. At that point I was informed that they would need to take it back and gave me a number to call to reschedule delivery. I asked if they offered a discount and they said they had to take the unit back, not offering a choice at all. When I asked if they could at least remove the old units, they told me no they could not do it. I was also informed that they could only remove 1 unit because that was what we paid for. The website would not permit the additional unit to be removed, otherwise we would have done such.The driver's left at 2:36pm. I contacted the number they provided me *************, left by the driver ****** upon his departure. They rescheduled my delivery for Friday 9/22 at time tbd. I had to take off today for this delivery as well as Friday ( both unpaid days). This company has no empathy that we had to do this nor offered any sort of compensation for this washer/ dryer unit that cost us $3,100.00 SKU932694 GE brand order #WM46279571. If this unit arrives again damaged, then we are left with no way to wash our clothes. This is not a good business practice since **** and we are seeking compensation.Best,***************************** ************

  

  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, the online escalation team informed that the customer had a delivery on 9/22, and compensation is being discussed once customer informs team everything is satisfactory.
  
  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: ********

  Customer Answer

  Date: 10/01/2023

   
  Complaint: 20628775
  
  I am rejecting this response because: we were owed a pedestal. To date we have not received it and have requested delivery after 3:30pm to which we have not recieved a response back.

  We were also advised of a service credit and was informed that delivery needed to be completed in order to receive the credit.
  
  Sincerely,
  
  *****************************

  ************

  

  Business Response

  Date: 10/05/2023

  October 5, 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 online escalation team reached out to the customer on 10/2 and informed her that they would move the delivery to 10/6 and once completed the refund would be reimbursed.
  
  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: ********

• Initial Complaint

  Date:09/19/2023

  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 the ****************************************************** location I will never be back I came here 9/19/2023 around 7:00pm to copy a key the minute key machine denied my key so one of the workers told me to go to the actual worker to cut my key soon as I walked up the man was already cutting a customer key so I waited behind him the man ended walking away without saying anything then he walked passed me saying h*** be right back I said okay then the man walked passed me twice with doing anything I literally waited ***** Minutes just to not give a key copied multiple workers walked passed me never asked did I need help even the people at self checkout before I left asked the at self checkout there not nobody to make keys because I been waiting 20 minutes shes like yeah hes right there terrible customer I wasted a 15 minute drive I wont be back if you need a key made take your money elsewhere they treat you like youll invisible

  

  Business Response

  Date: 09/21/2023

  September 20, 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 store leadership team has reached out and apologize to the customer for the ********************** she received. Footage verifies that the associate did in fact walk away. Customer ha been ensured that this matter will be looked into, and parties involved will be addressed.
  
  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: 33871615
  
  

• Initial Complaint

  Date:09/19/2023

  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 bought a ryobi electric pressure washer from home depot during the spring of 2023. I have used it twice, once on my driveway and once to do my house. I have kept it stored neatly in my garage with other equipment. I'm very neat and organized. I brought it into today to clean my grill and nothing. It makes a small sound right when I plug it in then nothing. There is a green light on the inside gfi. I have tried multiple outlets and resetting the gfi. I'm filing a BBB because I know this will eventually be a fight with the company. I have read the reviews. Its not unrealistic for me to expect a tool that cost 200 plus dollars to last more than 2 uses. Please correct this issue

  

  Business Response

  Date: 09/26/2023

  
  
  September 26, 2023
  
  Sent Via Email
  
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta,****** & Northeast ******* 
  ********************
  North Tower, ****************************************
  
  
  RE: *********************** /BBB Compliant:20628497
  
  
  Dear ***************,
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their electric pressure washer with our company.
  
  To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted ************ and he advised that the local store has resolved his issue.  The customer has stated that the store has issue him a Home Depot gift card for the issue. ************ stated hes satisfied with the resolution.  No further assistance is needed at this time.
  
  With that being said,The Home Depot has addressed the customers concern 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.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
  P: ********************
  F: ************
  SF: # ********/Online ********

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday, Sept. 2, 2023, went into the Home Depot in **************** Base and ordered a 36" 12-drawer blue tool chest combo for $516.35. That store did not have it in stock and told us it would be delivered to us on Monday, Sept. 4, 2023. Took half a day off from work and no one showed up. Finally, someone shows up when we are not there and they just leave a toolbox in the driveway. When we got home we found it in the middle of the driveway and it was not the toolbox we had ordered. We called the store and they said ok the correct one will be delivered on Saturday, Sept. 9, 2023. Again we took half a day off from work and again no one shows up to deliver the correct tool chest. We went into the store that evening and we were told sorry no one went. We will have it delivered on Tuesday, Sept. 12, 2023 another day missed off work and no one shows up. I called the store at 6:57 PM they kept me on hold for 1 hour 40 minutes only to tell me it would be delivered on Thursday, Sept. 14th. This time I told them I am not missing any more work you will call me 30 minutes before you arrive and I will leave work to meet you there. Again no show on behalf of Home Depot. I called the store at 3:23 PM they had me on hold for 1 hour and 55 minutes this time. This same day I called corporate and filed case #******** with ******* she said someone would call me within 24 hours no call from no one. I called corporate again on Saturday, Sept. 16, 2023 opened case #******** with **** he said someone will call you in 24 hours. No call. I called again today Tuesday, Sept. 19, 2023 5:05 pm spoke with ****** she said she could not open a case for me but she was making notes on the previous case. She said her supervisor ********** would call me back waited over an hour and no call back. My bill is due on October 9th and I will not pay for something I do not have. I need a refund back on my credit card before my perfect credit gets ruined due to home depot negligence.

  

  Business Response

  Date: 10/10/2023

  October 10, 2023
  Attn: ***********************, Trade Practice Specialist
  Better Business Bureau Serving Metro Atlanta,
  ****** & NE ******* 
  ***************************************************;    
  *******, ** *****
  *****************************/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. We sent an email to the customer advising them that the refund is ready and will need her to be present at the store or they will contact her to process over the phone.
  
  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 - *************
  Resolution Expeditor- Executive Escalations
  P: ********************
  F: ************
  SF# ********

  Customer Answer

  Date: 10/13/2023

   
  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:09/19/2023

  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 purchased a generator on 08/09/23 from Home Depot order# WM42939404. I tried to use the generator for the first time on 09/06/23. It immediately started leaking gasoline out of the carburetor. I contacted Home Depot thru the online chat to schedule a return. Home Depot contacted their carrier and I was told their carrier would contact me within 24-48hrs. A few days passed with no one contacting me. I tried the same on 09/12, 09/14. On the 14th I was told the carrier had a scheduled pickup date for 09/18. Needless to say they never showed and didnt call. I was told again late day on 09/18 that again the company would contact me within 24-48hrs to schedule a pickup. Im starting to think after this many attempts they are not going to call Id like to get my refund at some point so I can purchase another generator that works. Thanks

  

  Business Response

  Date: 09/26/2023

  
  
  
  
  
  
  Home Depot ******, Inc.
  Customer Care
  ************************************************************; 30339
   
  
  More saving. More doing.SM 
  
   
  
  
  
  
  
  
  
  September 25, 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 assisted the customer with the return/refund.
  
  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: ********

  Customer Answer

  Date: 09/26/2023

   
  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. 
  

  Home Depot was able to resolve this issue for me. 

  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/19/2023

  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.

  After purchasing ************ tools over a period of 9 years, with the agreement that they would be repaired free of charge under the life time warranty at Home Depot service center or if they couldnt be repaired they would be replaced at no charge, or they would ship them to Ridgid to be repaired. Home Depot at, **************************************************************, in April 2023 told me they will no longer repair or replace my tools that need repaired. Home Depot told me that they have shut down their repair service and it is now my responsibility to find a service center and get the tool to them at my cost. I called Ridgid and they gave me a list of repair facilities. I called several of the places and didnt know what I was even talking about and dont repair Ridgid tools. The closest repair facility is over 100 miles away. The cost to ship it is well over $20. The agreement was free repair.

  

  Business Response

  Date: 09/28/2023

  September 28, 2023
  
  
  Attn: ******************; 
  Customer Experience Specialist 
  ********************** 
  Serving Metro Atlanta, ****** & Northeast *******  
  *********************************************;
  North Tower, Suite 900 
  *******, ** 30303 
   
  RE: *****************/ BBB Complaint # ********
  
  
  Dear Sir/Madam, 
  
  
  On ****** of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their credit account. 
  
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We contacted the customer and agreed to offer shipping labels to cover the cost of shipping for his Ridgid tool repairs.   
  
  
  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: 33883630
  
  

• Initial Complaint

  Date:09/19/2023

  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 installed impact hurricane windows and during the installation the top part of the window (upper) started to crack and subsequently shattered, they sent a service man out with the wrong size replacement and nothing has been done since and now water comes through the window.

  

  Business Response

  Date: 10/05/2023

  October 5, 2023
  
  Attn:***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ***********************************************************************************************
  
  RE:*******************************/BBB Case # ********
  
  Dear ***********************,
  
  We acknowledge the receipt of the BBB Case # ********
  
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
  
  The Home Depot has reviewed this case and has reached out to our **** team and was advised the glass pack for the window has been reordered and the incorrect size was delivered. The **** team has since reordered the item and is currently awaiting the *** from the manufacturer.
  
  Our **** team will contact ********************** when an *** has been provided.
  
  With that said, The Home Depot does not consider this matter resolved and the case shall remain open until the customers concerns have been addressed.
  
  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 customerspatronage and looks forward to servicing their future home improvement needs.
  
  
  Sincerely,
  *********************
  Home Depot Customer Care
  Executive Escalations Team
  Phone#*************************
  ** Case#:33870900
  
  
  
  

• Initial Complaint

  Date:09/19/2023

  Type:Delivery 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 purchased a Frigidaire ****cu ft. French Door (order # WG4273707017) refrigerator on September 11, 2023. I was told I would have the refrigerator delivered on Wednesday September 20, 2023. I got an email saying the delivery has been rescheduled for the 27th of September. I now have the day off from work, which I can't take back and will have to take another one for next week. This is such an inconvenience for me now since I have to go yet another week without a refrigerator and run the risk of having more food spoil. I called customer ********************** and was told either I can cancel the order and look for another refrigerator or just "tough it out". I called the store wher i purchased it and desperatley asked if i can have the floor model. I was told No and that he would transfer me to a manager and maybe they could work seomthing out for me. I got transferred to a line that just rang continuously. I will be 17 days without a refrigerator. I get things happen and and items are backordered but I wish I was told this at the time of purchase.

  

  Business Response

  Date: 09/28/2023

  September 28, 2023
   
   
  Sent Via Email
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *****************************************************************************************************
   
  RE: *****************************/ BBB Case #: 20627052
   
   
  Dear **************:
   
  We acknowledge the receipt of the BBB Case #: 20627052.
   
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
   
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Executive Online Escalation Team.  At the conclusion of the review the customer's appliance was delivered.  We offered a $200.00 discount for the delay and damaged in which customer accepted. We processed the discount, and it will go back to the original method of payment. 
   
  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,
   
  
  
  ***********************
  The Home Depot | Store Support Center
  Executive Escalations
  Phone: *************************
  Please contact *********************** at ext. ***** in my absence.
  ** Case #: ********

  Customer Answer

  Date: 09/28/2023

   
  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,
  
  *****************************