Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11,859 total complaints in the last 3 years.
- 3,466 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
IT IS ALMOST BEYOND COMPREHENSION THAT I SPENT OVER 3 HRS ON LINE AND ON THE ***** TRYING TO BUY A $15 ****. I HAVE NEVER RUN INTO SO MANY COMPUTER GLITCHES AND SADLY SO MANY INEPT PEOPLE INCLUDING A PRIMA ***** IN RESOLUTIONS WHO TOLD ME THAT SHE LOCKED MY ACCOUNT AND I HAD TO DRIVE 30 ROUND TRIP AND PICK UP THE **** MYSELF OR WAIT 24 HRS WHICH WOULD MEAN I HAD TO CANCEL THE ROOFER WHO MADE TIME FOR ME IN HIS BUSY SCHEDULE BECAUSE OF A LEAK. THE WEBSITE WOULD NOT ALLOW ME TO POST A NEW CREDIT CARD OR USE A NEW PASSWORD. I MUST HAVE GOTTEN AT LEAST 30 CODES TO PUT IN TO VERIFY MYSELF. THE OFFICE HAS AN ***** THAT I HAVEN'T USED IN DECADES AND INSISTS THAT IT IS THE ONLY ONE, YET EVEN AFTER I TOLD THEM THAT SZUKIDAVIS IS THE ***** I'VE USED FOR DECADES AND IS ON THE WEBSITE, SHE STILL INSISTED THAT IT IS THE ONE I HAVE TO USE ( I CANNOT GET ***** THERE). THEY WERE ALSO SUPPOSED TO ***** A FORM TO ME AND IT NEVER ARRIVED BECAUSE THEY SENT IT TO A NON FUNCTIONAL ***** ADDRESS. THEY WOULD NOT LET ME ORDER ON THE ***** BECAUSE I USE A LAPTOP AND NOT A CELL *****. ,...LIKE I SAID, NEVER IN MY LIFE HAVE I HAD TO DEAL WITH SUCH CONFUSION AND INCOMPETENCE. .....SO WHO IS GOING TO STRAIGHTEN OUT THE *** FOUR HOURS SPENT ON THIS NONSENSE?
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 connected the customer with our ********************* to re-activate her Tax Exempt account.
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: 33883562Initial Complaint
Date:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid Home Depot $3,304.29 for carpet installation on 08/26/2022. The carpet comes with a 25 year warranty that covers a variety of potential things (document attached). Within 13 months, I have experience a variety of these issues and have inquired to initiate a warranty claim. The carpet manufacturer is involved and has made the process unreasonably difficult but has verbally stated this will not honor the warranty. They have cited things such as stains from "pet urine" as not covered despite the warranty document explicitly stated it does cover it (and similar issues). Essentially, the manufacturer has demonstrated they will do anything to get our of their warranty including lying about their coverages.The manufacturer as made it clear they are not honoring the warranty so I then asked Home Depot to assist. I opened an issue with them that is supposedly being handled by an associate with Home Depot in a department called "executive resolution," but, the associate, named ******************, has not helped with this matter and instead even personally insulted me by laughing at lying to me pertaining to this matter on a recorded line.I requested a refund in the amount of the purchase price in the form of STORE CREDIT so I can re-spend those monies (and additional monies) to fix my flooring. ****************** stated she will do "anything she can" to solve this matter but nothing has been done. I believe a store credit is a reasonable request to help resolve this matter.The estimated cost to fix my flooring was shared with me from this same store in the amount of $11,155.71, a significant amount more than I spend. I have basically asked for a credit to help offset this (or similarly related) expenses at Home Depot to cover the repairs whether is via exact quote as attached or with similar materials from Home Depot.Business Response
Date: 09/29/2023
September 28, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************************** / BBB CASE#: 20621661
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20621661
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have issued a full and complete refund to ************. In addition, the vendor (Mohawk) is working directly with ************ on the filed warranty claim for his flooring.
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,
*********************************** Escalations
Phone: ***********************
Case: 33836957Initial Complaint
Date:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a discounted Tiller online. I paid and it shipped. My ***** ordered the same thing. June 24th. Supposed to deliver Aug7. Got emails for shipping delay. My ***** got his and I never did. I contacted Home Depot thru text. This communication went on till sept ************************************************************** shipping. I called home **** to figure out. Was told since I paid for it they would honor my purchase on a similar priced item. He tried to process it and said they had system problem. And I was disconnected. Called back and ***** tried same thing with supervisor approval to price it same as the sale. Would not process and she asked me to call back the next morning (today) I did and a new operator got a supervisor approval to do the same price change but said the system is down to call back in an hour. I called back and the 4th person tried and by now Im upset and ask to speak to a manager. A Resolution manager gets on the phone and said Home Depot had a pricing error and they would not be honoring my price. Tough luck but all you get is an Im sorry. I lost my cool and did apologize for the language used but honestly that is a bitter pill to swallow especially looking back at the time I spent trying to get the item I purchased and that Home Depot advertised and supposedly shipped to me. It was never lost in shipping. I feel Like I was lied to and treated very deceptively. Order number WG38698940 This was a ****** to small consumers from giant retailers My desired resolution would have been my item I purchased or a similar priced item. And I was told by 4 different agents that each received a supervisor approval that I could get I did have several text conversations stating we would get the tiller delivered. No one said it was pricing error until today. And I will attach screenshots of parts of that. I do have the entire conversation with all agents it needed. I feel Home Depot really dropped the ball and should have made this rightBusiness Response
Date: 09/21/2023
September 20, 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.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot online team offered the customer a gift card to cover the in-store purchase of the merchandise.
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: 33864574Initial Complaint
Date:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charge ***** to have installer come out to measure the door for security door back 9/1/23 I was told it would take ***** to schedule that appointment as of today 9/18/23 still nobody has reach out to me I decided to call to follow up on the work order and was told a refund would be in order I still have not gotten the service nor refund I contacted the store directly they told me a refund would be in order immediately along with someone to come out and measure still no one has I reached out to corporate office it seem not a big deal we will refund your money the service is up in the air what does that mean home depot advertises product and installation service if they don't why mislead the public that they have this service and why charge the card up front if you know that the service is not available till this day no refund or service they are pushing for a survey for ******* gift card to give home depot a customer ********************** survey of excellent service they need to give this to me of the inconvenience they are putting me through the next step will be legalBusiness 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 has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Store Manager has reached out to our customer several times to address the matter.The installer as well as store team tired to reach out to our customer on multiple occasions to further assist with no response. If our customer would like further assistance regarding this matter, they can reach out to the Store Manager ******** at ************.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
************** The Home DepotExecutive Escalations
Phone: ***********************
Reference Number: 33864250Initial Complaint
Date:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depot runs there big sales events and guesses on what the outcome might be for their sales. They dont tell you that the items might be seriously back ordered for over a month if they over order them. I have just been told 2 days before delivery that I will be with out my (all appliances) for one month. I guess I will have to rent a home for month somewhere! Short notice, and whos to say they wont do this again. Apparently they will not deliver a partial order if one item is back ordered the whole entire order stays in the warehouse. I went to send a customer complaint to ********************** but it came back non deliverable. Apparently they dont want to hear about their responsibility when doing business. Supply chain in this case is a Home Depot issue! I would like them to resolve it and stop stressing me out. Oh if i change the order they will not honor the sales prices I got back in their original sale. Nice customer **********************. How about the time I spent to select, and physically go to that sale.Business Response
Date: 09/21/2023
September 21, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *****************/ BBB Complaint # ********
Dear ********** ********** behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their credit account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Team removed the fridge from the order as this was causing the order to be on backorder and set a sooner delivery date for the remaining items on the order. We offered a gift card to compensate the difference in price for the new fridge order.
With that being said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Initial Complaint
Date:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a ****** 21 inch push mower and purchased the 3 year protection plan in May 13th 2023. The deck has a crack in it and called to start my claim. They said it was ******* issue so transferred me over to get a click. I then called back and received the turn around and got the phone number in case it did the same thing which it did. I went to my product service as well and AgPro was listed as a service dealer. I called them and they dont do service for ******. I looked up ****** and tried to find a contact for them and no use. Do not buy the warranty and beware as no one can lead you into the direction and get the product fixed or replaced.Business Response
Date: 09/21/2023
September 20, 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 contacted the customer to address his concerns. **************** has advised that the push mower has been repaired and is working properly. No further action is needed.
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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: ********Initial Complaint
Date:09/18/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
September 14, 2023 Regarding: The Home Depot, ************************************************************** ************* My husband and I ordered blinds from the ******, ***** store on August 2 for our newly built house. Within days the measurements were taken at the house and I was told that the blinds were ready. The store agreed to keep the blinds and install them on September 5. This would be after closing, but before we moved into the house.I called the store on September 4, and a woman in window coverings looked up my order, and confirmed that they were ready and would be installed the next day. On September 5, the installer called and set up a time. We drove to the house and waited. Unfortunately, when the installer arrived at Home Depot, the blinds had never been made. The machine for cutting had been broken for over a month. My husband and I drove to the store and sat with two employees and the manager of the department and discussed what would be done. We were moving into the house on September 7, and we really needed window coverings. The manager said that the blinds would be taken to another store and cut. They promised installation on the sixth or seventh.On September 6, we received an early call that the blinds would be installed. We again drove to the house. Unfortunately, one of the blinds for the guest bedroom was badly bent and broken. This was disappointing. I called the store and was told that the blinds would be cut at another store immediately and brought to the house. By the time I received the call that someone was on their way to deliver the blinds, the installer had finished hanging the blinds in the rest of the house and had left. We told the department manager to leave them on our front porch and we would take them in when we returned to the house later in the day. The blinds were never delivered.I did not hear from Home Depot for over a week. On September 9, I called the store and spoke with the store manager. He was very apologetic and said that he would get the blinds to me that day and would speak with the installers. He said that there were no notes on our order so he was unaware of the situation. The blinds were delivered, but the installation company had not called on Monday (9/11), so I called the store around 3. The department manager said that it was on her list to call the installation people. I dropped by the store on September 12 at 3 PM, and spoke to two employees in the blinds section. I was promised a call the next day by the installers. To date, no one has called me from installation or the store. My husband and I are completly frustrated. We have been very patient with the store employees. The payment has been made for the blinds and installation. It is only one set of blinds, but we do not feel that it is our responsibility to hire someone to install the guest bedroom.Any help that you could give us would be very much appreciated. As of now, this department will not return my phone calls.Sincerely,**** and ************************* ************************************************************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 project.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint on Tuesday, 9/19/2023, the District Services Manager/installation team/Executive Escalations attempted to contact the customer via telephone/voicemail/email to schedule an appointment. Home Depot arranged to complete the blinds installation on Thursday, 9/21/2023, and the customer confirmed job completion/satisfaction via email on Friday, 9/22/2023.
With that said, we have addressed the customers concerns and consider this matter 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: 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:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchase flooring on September 15, 2023 in the afternoon. On September 17th my husband and I went back to the store to cancel the order. They said we would have to wait until Monday to process the credit. We contacted the store on Monday, September 18th to cancel the order and they said they would not be able to process the credit until they received the order at the store ,that's if they can routine the shipment not to ship to us and to ship to the store sometime between September 26th & October 3rd. We never received the order, The total amount e of the order is $2,408.24. What can we do to correct this problem?Business Response
Date: 10/02/2023
September 29, 2023
Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ********************** / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with the Store Team, who confirmed the customer has been refunded in full. We reached out to the customer, who also confirmed via email she received the refund last week.
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 - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33864052Initial Complaint
Date:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 1, I ordered a security camera from Home Depot online (order number WJ39591543 which was listed as being in stock. It was on sale for $69.99 down from $99.99. I was promised a delivery date of 9/5 which was soon changed to 9/6. (Even though I could have bought it from other vendors at the same time for the same sale price, it is no longer on sale anywhere.) When I did not receive it on 9/6, I called them and got this email: Dear *****************************,Thank you for contacting The Home Depot regarding the shipping ETA of order number WJ39591543 with the line item(s) below. Your case number for this request is ********. We are researching this issue and will email you with updates as they are available.They have since told me that I should receive this item on or about 9/16. As of 9/18, it has still not shipped. They say they are unable to give me any more information about it and refuse to refund me. They also refuse to send me a replacement item at the sale price.Business Response
Date: 09/21/2023
September 20th, 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 Support Team has provided support to Customer, ******************. A full refund has been provided for the lost in transit item. We also provided a customer ********************** gesture to allow customer to repurchase at the same price if desired.
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: 33864106Initial Complaint
Date:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depots return policy states Paint Satisfaction Guarantee Policy: If you are not satisfied with your interior or exterior liquid paint purchase, bring your paint and receipt back to the store within 30 days of purchase. We will make it right by correcting your paint or giving you a comparable can of paint.Policy excludes: Application issues and improperly prepared surfaces, liquid stains, color samples, OOPs (store discounted mixed paint) merchandise, special order, non-stock products, 3rd parties and marketplaces, labor and installation. We reserve the right to limit guarantee at our discretion in the event of suspected fraud or abuse.We brought our paint back that was drying oddly and requested a comparable can of paint. The store stated that even though its policy on the website, they couldnt do that.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 paint purchase/return.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint, Home Depot Executive Escalations attempted to contact the customer via email on 9/18/2023, 9/19/2023, 9/20/2023, 9/22/2023 & 9/26/2023 to request additional purchase details (i.e., type of paint purchased, amount, purchase location, copies of original receipts, etc.). To date, all attempts to contact the customer have been unsuccessful.
Should the customer still need assistance, they have direct contact information for their Executive Escalations case manager.
With that said, we have made every effort to address the customers complaint. Unless return communication proves otherwise, we consider the matter 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 Representative
Office: ***********************
Reference Number: ********
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