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

  207 Kelsey Ln Ste G Tampa, FL 33619-4346

• 

  The Home Depot

  2925 Main Street SW Airdrie, AB T4B 3G5

• 

  The Home Depot

  1818 16 Ave NW Calgary, AB T2M 0L8

• 

  Home Depot

  1 Market Street Westminster, MD 21157

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2023

  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.

  We order a refrigerator on 8/31/23 with an ice maker installed. It was delivered on 9/6/23. The ice maker came in a box. The delivery men attemped to install it but couldn't. They left the back of the frig in pieces and left the ice maker part scattered all over the counters. We called home depo they said they would send another frig. The second frig came on 9/13/23. The delivery men brought the new one in the house, took the old one and also took the ice maker telling my wife it was broke. It was not broke it was brand new. She called them right away to get a hold of the driver and return our ice maker. They never returned it. She was back on the phone with them and they told her it was discontinued.Some one else called the next day and told her **** the manufacture ] would ship one to us and it would be here today { 9/19/23 } by 12:30 pm. It did not come. She called again. They told her it was damaged. I have not pluged it in or used it . I never signed anything to accept delivery because its not what I ordered. They keep giving me the run around. I want my money refunded. Im sure I left a couple calls out because there have been several calls made all with promises not kept. My order #H4130124732 Receipt# **************

  

  Business Response

  Date: 09/25/2023

  September 25, 2023
   
  Attn: ***********************, Trade Practice Specialist
  Customer Experience Specialist  
  Better Business Bureau  
  Serving Metro Atlanta, ****** & Northeast *******   
  *********************************************; 
  North Tower, Suite 900  
  *******, ** 30303 
  
  RE: *********************/BBB Case #********
  
  Dear **************, 
  ? 
  We acknowledge the receipt of the *************** Consumer Complaint #********
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company. 
  ? 
  The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. Our online team collaborated with our store team to order an ice maker for the customer, whose order number is ************. As soon as the ice maker arrives to the store, our store team will ship item to the customer. The customer has already been informed of this update. Should the customer require additional assistance, please advise them to contact ******** at *************************.
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns. 
  ? 
  Sincerely, 
  
  ****************
  Home Depot-Customer Care 
  Executive Escalations 
  Phone: ***********************
  Fax: ************
  ** Case #********
  

• Initial Complaint

  Date:09/19/2023

  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.

  I purchased the shed back in February, 2023. All of the shed parts were not delivered. I asked that the extra parts be delivered but Home Depot told me that they could not do this as a third party. They, the ********* Store #****, would have to schedule a pickup of the shed. Once the shed was picked up, I would be given a in store refund. Which I am fine with as I do want to purchase a shed. I started calling about this in March, as I was not notified ********* the shed would be picked up. I have since made numerous calls over the months. Home Depot does have a log of this as when I call them about it the customer reps see paragraphs of their notes on what the situation is about. It is way passed the 90 days return pickup, which they told me was fine, as they are still working on picking it up. I did let them know the monsoons were coming and it may become warped. They said it was fine as they still haven't followed up with who will be coming to pick it up. Four attempts that I know of were made to pick up. One, the driver they contracted to pick up could not find our location nor was I called to find my home location. Second driver got upset that another contractor was contacted as he claimed this was his area of pickup and cancelled my pickup. Third, no reason was given for not coming to pick up. Fourth, the pickup person found our home, but could not pick up item with forklift. He said they would have to figure out another way to pick up item. This last attempt was made on two weeks ago, no resolution has been given me, so I am continuing to call their office to see when they will come out to pick up the item so I can get a refund on my return before the end of the year.

  

  Business Response

  Date: 09/28/2023

  September 28, 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 online return. 
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team contacted the customer to discuss their complaint and a path to resolution. On 9/20/2023, Home Depot agreed to arrange pickup of the shed before processing a refund/replacement. On 9/21/2023, Online Executive Escalations attempted to contact the customer via telephone/voicemail, and on 9/22/2023, the customer agreed to provide photos of the missing parts/damage to the shed purchased. On 9/22/2023, Online Executive Escalations partnered with Home Depots Delivery team to arrange pickup of the shed. Currently, Home Depot is working to secure a carrier to complete the pickup/return. 
  Should the customer have any questions/concerns regarding the status of their case, please recommend they contact their online case manager, ******, at *************************.
  With that said, we are actively addressing the customers concerns and will continue to assist until the matter is resolved. 
  Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
  
  
  
  
  Sincerely, 
   
  ******************** 
  Executive Escalations 
  Office: ***********************
  Reference Number: 33871368
  
  

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20626814
  
  I am rejecting this response because: I was not informed by ****** before she returned the money back to the card which was used to purchase the shed. This account is closed, and the card is no longer active. The card was under my father's name, ************************************** had a stroke in early March, after the shed was already purchased. He can no longer speak or talk so we closed out his account which made the card we purchased the shed with invalid. I did inform Home Depot customer representatives numerous times that the card is no longer valid. We closed this account. This is why I was given the option by their customer representatives to receive in store credit at Home Depot and which I intended to do, I planned on purchasing another shed with the instore credit as soon as this shed was picked up. ****** was not informed by her colleagues at Home Depot, about this situation, but this should also have been clearly communicated within the numerous phone calls I made to Home Depot. I made it very clear and was told just now by ****** that the bank should be able to take care of this matter for me as they cannot keep this money, that was returned to a card that is no longer active. So on Home Depot's side, they feel they have resolved this issue. 

  This only created another situation for me to deal with, with no resolution on my part, I do not have the refund in hand to purchase what I wanted purchased in the first place. I will go into the bank and see what they can do for me, but this issue is not resolved, I am out the $5000 plus and am very disappointed and dissatisfied with this turn of events as I have been trying to resolve this since the beginning of the year. 

  ****** told me since she returned the money to the (invalid) card, there is nothing more that she can do for me. We have been customers of Home Depot for over 15 years, and I have never had any issues such as this, my father **** has been a Home Depot card holder and we have never been treated in this manner. It is our hard-earned money, I know it may not be much to others, but we put our faith in Home Depot to get this issue resolved, unfortunately we did not anticipate this turn of events. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 10/05/2023

  October 5, 2023
  
  Attn: *****************;
  Customer Experience Specialist  
  Better Business Bureau  
  Serving Metro *******,****** & Northeast *******              
  North Tower, Suite 900 311 
  *******, ** 30303 
  
  RE: *************************************/ BBB Complaint # ********
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their online return.
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team contacted the customer to discuss their complaint and a path to resolution. On 9/20/2023, Home Depot agreed to arrange pickup of the shed before processing a refund/replacement. On 9/21/2023, Online Executive Escalations attempted to contact the customer via telephone/voicemail, and on 9/22/2023, the customer agreed to provide photos of the missing parts/damage to the shed purchased. On 9/22/2023, Online Executive Escalations partnered with Home Depots Delivery team to arrange pickup of the shed. Currently, Home Depot is working to secure a carrier to complete the pickup/return.
  UPDATE: Regarding the customers additional complaint comments, per policy, Home Depot returns are credited to the original payment method. However, due to the circumstances, upon receipt of the customers rebuttal, their online case manager, ******, offered assistance retrieving the customers refund and advised Home Depot would order a replacement shed at no additional cost. On 10/2/2023, the customer confirmed their bank would return all refunded monies to Home Depot since the attached credit account was closed.The customer was to provide a letter of confirmation from the bank and the model number for the shed of their choice for a reorder. Home Depot Online Executive Escalations confirmed receipt of the bank letter on 10/3/2023 and is awaiting more details to complete the shed reorder.
  Should the customer have any questions/concerns regarding the status of their case, please recommend they contact their online case manager, ******, at *************************.
  With that said, we are actively addressing the customers concerns and will continue to assist until the matter is resolved.
  Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
  
  
  Sincerely, 
  
  ********************
  Executive Escalations
  Office: ***********************
  Reference Number: ********

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20626814
  
  I am rejecting this response because: I did send the requested pictures of shed on September 22nd. I have attached a copy for you to view. I also was asked to get a statement from my bank with their letterhead stating that they cannot accept money that goes to a closed account, so the refund was not accepted by ******* Central Credit Union, and they have also joined me in asking that their bank customer, myself, receive reimbursement for the shed in a different manner, preferably in store credit. So yes, I did attempt to get the information requested by ******, the *** and model number. I could not do so immediately because there was a major cable cut on Hopi, in which our service provider for internet/phone services was affected, those subscribed to *********************** did not have service for almost two whole days last week, Thursday, October 5th and Friday October 6th, until late in the evening of the 6th. I decided to travel in the two hours to ********* and was finally able to get connected to ******** and I called ****** and left her a message letting her know I was going into the store and would be calling her back with the information requested.  I met with customer ********************** Home ********************** in store #****. I spoke with ****, she stated that she could not find a *** # for the specific model I was looking at in exchanging, which was the one of the Sundance Tuff Shed Series. She only could provide me with the *** for the whole series which is ************ but could not provide me with the specific model ***#. I looked at both the TB-700 model 10X16 which was closer to what I had originally ordered as far as size. I also looked at TR-800 which is definitely smaller than what I need in terms of storage. **** from store # **** suggested I give ****** the Tuff ****************** # which is ************ to get additional information she needed from them in order to process the exchange. **** said she can be reached at the store #**** for any questions. I left the number to Tuff Shed for ****** on her voicemail this morning. 

  I did no hear back from ****** so far, I understand Monday mornings are a busy time for everyone, I left two voicemails on her phone letting her know about the situation and where I am at now with trying to jump all the hurdles I need to, to get this resolved favorably on both ends. I am hoping for resolution before we get snow on the ground, we are needing to get the shed in place before wintertime. 

  Thank you for your help in resolving this matter. 

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

  

  Business Response

  Date: 10/17/2023

  October 17, 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 online return.

  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team contacted the customer to discuss their complaint and a path to resolution. On 9/20/2023, Home Depot agreed to arrange pickup of the shed before processing a refund/replacement. On 9/21/2023, Online Executive Escalations attempted to contact the customer via telephone/voicemail, and on 9/22/2023, the customer agreed to provide photos of the missing parts/damage to the shed purchased. On 9/22/2023, Online Executive Escalations partnered with Home Depots Delivery team to arrange pickup of the shed. Currently, Home Depot is working to secure a carrier to complete the pickup/return.

  Regarding the customers additional complaint comments,per policy, Home Depot returns are credited to the original payment method.However, due to the circumstances, upon receipt of the customers rebuttal,their online case manager, ******, offered assistance retrieving the customers refund and advised Home Depot would order a replacement shed at no additional cost. On 10/2/2023, the customer confirmed their bank would return all refunded monies to Home Depot since the attached credit account was closed. The customer was to provide a letter of confirmation from the bank and the model number for the shed of their choice for a reorder. Home Depot Online Executive Escalations confirmed receipt of the bank letter on 10/3/2023 and is awaiting more details to complete the shed reorder.

  UPDATE: Regarding the customers additional complaint comments, since the last update from 10/3/2023, the customer contacted Home ********************** Online Executive Escalations on 10/6/2023 to advise they had been without internet access. The customer was to go to the store to provide the *** for the replacement shed, and their case manager set a follow-up date for 10/10/2023.On 10/10/2023, Home Depot contacted the customer again, and she provided the details for the shed of interest. On 10/12/2023, Home Depot provided a no-cost gift card to purchase the replacement order and contacted the customer via telephone/voicemail/email to advise the order had been placed with the expected arrival date of 12/14/2023-12/20/2023. The customer has been aware of the replacement order and ETA since 10/12/2023.

  Should the customer have any questions/concerns regarding the status of their case, please recommend they contact their online case manager, ******, at *************************.

  With that said, we are actively addressing the customers concerns and will continue to assist until the matter is resolved.

  Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
  
  
  Sincerely, 
  
  ********************
  Executive Escalations
  Office: ***********************
  Reference Number: 33871368

  Customer Answer

  Date: 10/19/2023

   
  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:Sales and Advertising 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.

  basically, I ordered lots of material for my housing building, I ordered 11 7/8" depth LPI 32 plus i joist, and the saler Clam **** in the depth to 16" depth. when I recived the materials, I observed all of those are wrong. I attached. my email to show&prove where the saler made the mistakes.When those items delivered, which requires my signature, I didn't sign, but the home depot delivery truck drive signed "SD" there.

  

  Business Response

  Date: 10/17/2023

  October 17, 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, who successfully picked up the customer's materials on 10/4/2023. However, there are some unforeseen issues with the store system, and the store team is currently unable to process the refund. They are working diligently with the IT team to fix the error. Once the error has been resolved, the store team will process the customer's refund. Rest assured that ********************** is committed to resolving all the customer concerns and will work with the customer until they are fully satisfied. 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 #********
  
  ****************
  The Home Depot - Customer Care
  Resolution Expediter Executive Escalations
  ************************
  Please contact ********************************* at ****************************************** in my absence

• 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.

  Date of Transactions: August 31, 2023 (7 cases of tiles) online Order # WG41830360 and August 31, 2023. In-Store at Home Depot at **** Corporate Drive at ******** ** ***** on September 2, 2023. Order # H8465-221200 Amount $1223.52 I went to the store to cancel order next day. Manager ****** was unable to cancel. 9/15/23 spoke to Manager ********. She assured to call me back. She did not call. I went again to store on 9/18/23. and provided additional information on piece of printed document about the truckers who picked up the tiles from my home. ******** has not responded so far. ******** tried to resolve but could not figure out where the truckers took 29 boxes of tiles.Called online customer ********************** at ************. They were totally unhelpful.

  

  Business Response

  Date: 09/27/2023

  September 27, 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 was contacted by our online escalations team and has had their refund processed.
  
  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: 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.
  
  I have received the full refund for the tiles Home Depot drivers picked up. 

  
  Had it not been for your help I would still be going back and forth with their customer ********************** department.

  
  Thank you.
  
  Sincerely,
  
  *******************************

• 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.

  Part of my online order was sent for pickup to a store several hours away from my local Home Depot. When I went to my local Home Depot they cancelled the part of my order that was sent to ***** *******. I received an email saying my order had been cancelled and I would not be charged for that part of my order. When the charge still posted to my debit card I was told I had to go to ***** in person to get a refund. I live several hours away from ***** and order was supposed to be filled at local store they refused to refund my debit card for the cancelled order

  

  Business Response

  Date: 09/26/2023

  September 25, 2023
   
  Sent Via Email
  Attn: **************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ****************************************************************************************************
   
  RE: *******************/ BBB Case #: 20625828
   
  Dear *************:
   
  We acknowledge the receipt of the BBB Case #: 20625828.
   
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
   
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations Team contacted the customer to advise their refund processed on 9/16/2023 and to allow 3-5 business days from that date for the credit to reflect back to their original payment method. The team emailed the customer a copy of their refund receipt, to which the customer acknowledged.
   
  With that said, we have addressed the customers concern 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
  The Home Depot - Customer Care
  P:***********************
  F:************
  Case No.33871567

  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.
  
  Sincerely,
  
  *******************

• 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.

  My girlfriend and I purchased some vinyl flooring there (ordered through the store in person) and were told we could not use our military discount for the flooring, even though we were able to use our military discount for the exact same flooring a few months prior. We later returned 2 of the 4 boxes of flooring as we had purchased too much. The store FURTHER reduced the amount of funds returned by about 20%! We were also told that we could not be given an actual refund because it had been over 90 days, My girlfriend showed them the receipt which clearly showed that it was in fact only 2-1/2 months since the purchase! They STILL refused to provide us with an actual refund but offered (at a percentage) store credit. We paid about $55 per box of flooring and were only given $37 in store credit. This store notoriously changes the items that are available for military discount. It depends on the person and the day. I don't know if they are specifically ripping off military people or just everyone, but this practice of reducing the amount of returns and NOT sticking to their OWN policy of 90 days is ridiculous! This is easily the worst Home Depot I have EVER shopped at!

  

  Business Response

  Date: 09/26/2023

  September 25,2023
  
  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 store manager has informed us that the customer has been contacted and refunded for materials. Apology for the inconvenience was issues to the customer as well.
  
  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: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.

  On August 10, 2023 which was mis-shipped through August 2023. I placed an order on HomeDepot.com. Some of the items were delivered while most of the items were no. This ordered was mis-shipped missing 8 items (Exhibit A).I called HomeDepot.com several times to inquire about the outstanding items not received. HomeDepot.com assured me the items were on their way to keep calling back if I didnt them. On August 23, 2023 I spoke with ********************* at HomeDepot.com and after sending several pictures, reviewing *** tracking photos and itemizing which items I recd and which items I did not (Exhibit B), HomeDepot.com approved my refund to then have to rejected by third party vendor called The *************** (Exhibit C). *** proof of delivery indicates some of the items which I confirmed receipt. *** identifies the shipment of missing items in a small box that is marked 32 lbs. but doesnt have the size capacity to fit much; inside the box was 9 switches; I ordered one (again Exhibit B).I hereby request the items be reshipped or a refund in the amount of $315.85 (Exhibit D).Sincerely, *********************

  

  Business Response

  Date: 10/02/2023

  9/29/2023
  
  Sent Via Email
  
  
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast ******* 
  ************************************************************************************************
  
  RE: ********************* /BBB Complaint # ********
  
  Dear **************,
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.  
  
  The Home Depot is in the process of reviewing this case. To provide the proper resolution, we respectfully request additional time to research this case. 
  
  Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions. 
  
  Sincerely,
  
  
  ***************************** Escalations 
  Phone: ***********************
  Reference Number:  ********

• Initial Complaint

  Date:09/19/2023

  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 ordered 2 orders of landscaping rocks from Home Depot in ************ ** totaling over $4000.00. I ask to be notified when they would be delivered. I got no phone call I got no rocks because they were never delivered. They had someone print my name as a receipt at, but it was not me that inaugurals.

  

  Business Response

  Date: 09/26/2023

  
  9/26/2023
  
  Sent Via Email
  
  
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ***************************************************************************************** 30303
  
  RE: ************************* /BBB Complaint # ********
  
  Dear **************,
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company. 
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive was able to successfully process a refund for the pebbles on orders WM43614968 and H1116-299529. The agent was then able to process a new order for the 135 bags of pebbles with a 30% discount added to the order. Our customer confirmed delivery of the pebbles was made on 9/25/2023.
  
  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,
  
  
  **************
  Executive Escalations
  Phone: ***********************
  Reference Number:  ********

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

• 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.

  6/8/22 is date of transaction. I bought a new refrigerator for a total of ******* as you can see from my document upload . I called for repair on it after only 15 months , which 12 months was covered by Bosch themselves.I am being told its not repairable and they are refunded my money which is fine expect i am getting the cost back minus the 295 i paid for a warranty. Which basically was used for 3 months . I would rather have the product fixed than pay for a 300 warranty that is now null and void after 1 year when i paid for 5 . This is my issue . I should receive a full refund including my warranty protection since of how short of time it was used .

  

  Business Response

  Date: 10/17/2023

  Attn: *****************;  
  

  Customer Experience Specialist  
  Better Business Bureau  
  Serving Metro Atlanta, ****** & Northeast *******   
  *********************************************; 
  North Tower, Suite 900  
  *******, ** 30303  
    
  RE: ************************* /BBB Complaint # ********
  
  Dear ***************, 
  
  We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********
  
  On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.  
   
  The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Support Team has been assisting ****************** with his concern related to his major appliance Home Depot Protection Plan with Allstate. Although a reimbursement for the plan our team provided a customer ********************** gesture. 
  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: 33865637
  

  
  

• 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 have a shop vac and the policy says that it can be returned for up to 90 days. It's been one day and the refuse to take the shop vac back. I got the unit, and I was using it and then out of nowhere it stopped working. it won't turn on. I was vacuuming saw dust and drywall dust up when it stopped working. it wasn't even half full. when I went to return it the manager and the return cashier where very rude. after I showed them where it said 90-day return, they did not want to hear it. i showed the manager the email receipt like he asked. he kept telling me that wasn't the actual receipt which it was. They were very rude. all I wanted was my refund.

  

  Business Response

  Date: 09/22/2023

  September 22, 2023  
     
  Attn: *****************;
  Customer Experience Specialist 
  ********************** 
  Serving Metro Atlanta, ****** & Northeast *******  
  *********************************************;
  North Tower, Suite 900 
  *******, ** 30303 
   
  RE: ********************************* / BBB complaint # ********
  
  Dear **************:  
  
  We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a shop vac purchased from The Home Depot. 
  
  The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot has refunded this customer for the defective item.
  
  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: 33865589