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.
- 3,473 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:09/17/2023
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.
Initially reached out to Home Depot ************************* response on 11/4 22: Thank you for your interest in working with Home Depot Fence Srx. Your appt is 11/4/22.****************** wrote 12/18/22, 10:09p:Also, using the materialyou gave (1. 6' Driftwood Hemlock PVC.2. Simtek Grey Ecostone HDPE) Thus, the Simtek would show@ the front of my house including the front gate, along the ***** of the houseas well as that area in front of the black 4ftmetal fence? - No response! 12/18/22, 22:29, *********** wrote: Fronts 6' Simtek Grey, Rear 6' Hemlock Driftwood, $20,500. 1-5' Gate in Simtek & 1-4' Gate in Hemlock 12/19/2219, ****************** wrote:fencewont be open on the * side, in front the black metal fence? No Response!6/4/23 @ 05:22 ******** wrote information regarding a start date?6/23/23 @ 17:13 - fence is scheduled to be installed 6/30/23-************************* 6/23/23 @ 16:44 waiting on the start of this project since 11/4 2022 & this project has been paid in full since 3/26/237/2/23, 17:48, V ******** wrote: * side of my fence-is only partially done!7/23/23, 03:46, ****************** wrote:made it very clear that all sides facing my neighbors yards were to be covered + closed access to the citys utilities has to be addressed ASAP?8/28/23, 08:07, *************************:I have reached out to the team to find some better details on the status.****** 9/6/23 I have to agree you have been very patient with our company to resolve your concernsI have expressed concern on this issue to our Residential Operations Director ****.****** Pgm Mgr ***********-9/6/23 @ 17:00To add 30' of 6' Dogwood Driftwood gray to block your neighbor's fence, the total is $2400.9/7/23, 19:22, ****************** wrote: your response is inappropriate on so many levels. Not sure why you feel that you have the right to charge me for work you were suppose to do .Your mishandling of this project, shows unconscionable unprofessionalism.
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 customer may have experienced with their fence 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, the Home Depot Executive Escalations/District Services Manager/Installation team reviewed the project. The original sales representative contacted the customer via telephone/voicemail/email several times since Tuesday, 9/19/2023, to discuss the project and provide a contract for the additional work needed to close off the customers property. The customer confirmed receipt of the contract via email on Wednesday, 9/20/2023; however, as of 9/28/2023, all attempts to reach the customer via telephone to discuss the project have been unsuccessful. Home Depot sent follow-up emails on 9/21/2023, 9/25/2023, & 9/28/2023.
With that said, Home Depot will continue all attempts to contact the customer and address their concerns. The case will remain open until a final path to resolution is determined.
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. If you have any questions, please contact me.
Sincerely,
********************
Executive Escalations
Office: ***********************
Reference Number: 33852988Initial Complaint
Date:09/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The beginning was on 5/29/21 but I'm still going on with this project. There had been a lot that had happened prior to even ordering the kitchen cupboards. When the cabinets arrived I called HD, as I was asked to do. A person was suppose to inspect all. That didn't happen, I had purchased and installed an under the cupboard heat/air vent. Without measuring, the installer said that the vent wouldn't work and tore it off the wall. I didn't question it, but was ticked off....$120! He walked, measured for the upper cabinets, and put gouges in the drywall. Again, I hesitated, but realized their purpose. Lower cabinets installed. Having miscellaneous people at my house measuring, electrical, etc....so it took a bit to realized that the lower cabinets were crooked. I called Absolute, HD's cabinet crew. ***** argued with me, I said, you've never been here. I sent him a photo, he called, someone would make an appointment. Between the original installation and the return, I had had my countertops measured. You guessed it, I had to have them remeasured, but, HD did pay for this. The guy for the upper cabinets came Anyway, I showed him the gouges after his first cabinet was hung. I explained the cabinets were too high at that point. Denying responsibility, the gouges remain.I had to have emergency dental surgery. Basically, they put up the trim wrong around cabinets, I signed saying it was all OK. I signed, they won't change it. The kitchen wasn't even done. I checked before top was placed so, I have heat and cold air going through the corner cabinets. HD says that the cabinets are this high because of a corner garage. I said, no, their too high. Misc. parts have arrived. They will replace cabinets but won't lower them to make the ceiling cove which was on the original plans and didn't complete. Nothing will help. Enough.Business Response
Date: 10/17/2023
October 17, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 30303
Re: ********************* / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her kitchen cabinets.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ***** regarding her cabinets. We have reordered cabinet drawer and door fronts along with hinges. The Home Depot considers this matter in progress as services are needing to be scheduled with the customer.
Please know that it is *********************** 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********
Regards,
*************************
Resolution Expeditor | Executive Escalations
*****************************************
*************************
Schedule: Mon Fri 9:00 AM-6:00 PM EST
In my absence, please contact ************** at ext. *****Customer Answer
Date: 10/18/2023
This response isn't even close to the issues I've been having!Complaint: 20617553
I am rejecting this response because:
********************************************Business Response
Date: 10/24/2023
October 24, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 30303
Re: ********************* / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her kitchen cabinets.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ***** regarding her cabinets. We have received customer's materials and are working on scheduling her for serivces. The Home Depot considers this matter in progress.
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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 10/24/2023
Complaint: 20617553
I am rejecting this response because: the company refuses to do anything about lowering the cabinets in order to put the cove accent above the cabinets which is noted on the original design.They have contacted me concerning the vent issue
They will be sending a crew out to examine it.
********************************************Business Response
Date: 11/01/2023
November 1, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 30303
Re: ********************* / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her kitchen cabinets.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding her cabinets. We have provided our customer with documents to sign in order to complete the remaining services. The Home Depot considers this matter in progress.
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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 02/21/2024
I've contacted ******, Home Depot customer care. I've explained to him again, that in spite of his company not working on heating systems, my heat is still going through my cupboards!
There are numerous other smaller issues but the other being, no one explained to me that the cupboards were going to be higher than planned because of the "garage". The company had gone through a number of employees during this time and I'm sure it got lost in the translation somewhere. In my opinion, this still doesn't help my situation at all. The cove ceiling pieces were not put into place. The contractors had done these items along with other issues. I'm extremely upset with the entire circumstances and would appreciate a resolution, after all, it's been 3 years now. Thank you, *****Business Response
Date: 03/26/2024
March 26, 2024
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************************************************************************************
Re: ********************* / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her kitchen cabinets.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding her cabinets. We have provided our customer with documents to sign in order to complete the remaining services. Post completion, the customer has received multiple denial letters for any duct work requested as we do not offer that service. 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 04/01/2024
Complaint: 20617553
I am rejecting this response because:
********************************************Initial Complaint
Date:09/17/2023
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 have a home depot credit card where i have made home improvement purchases, i have returned some products etc and have also made regular payments and larger payments against my balance. 24months same as cash. Since then the payments have been made this balance should be paid. I believe i am being charged interest when I shouldnt be. Iam disputing my balance at this time and have asked Home Depot for a breakdown of charges credits payments interests etc however nothing has been provided aside from a general statement thats confusing. I have contacted home depot and citibank to provide me with a further breakdown showing where my credits for my returns have been applied and also show me how i still have a balance and how interest is justified? I have been bounced back and forth between home depot and citibank several times and I just want some answers. Since i have been disputing i am no longer able to view activity on my account. I am a 67 yr old cancer patient and i am doing my best to track and stay on top of my bills. An explanation and a breakdown is all i am looking for I am not trying to get out of an obligation.Business Response
Date: 09/22/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********************************************************************
*******, ** 30303
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 with our **********************, company.
The Home Depot has reviewed this case and apologized to *************** regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Citibank Escalation Team has reviewed the customer's complaint and contacted ***************** regarding her consumer credit account interest and billing concerns. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Citibank Escalation Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM ESTCustomer Answer
Date: 09/26/2023
Complaint: 20617386
I am rejecting this response because:
I can't see where anyone responded to me, anywhere.. I still can't get into my homedepotaccount com not even with giving them my HD card #. They turn down my passwords everytime and then when I try to reset my password they say I put wrong stuff there also. I will call ******* tomorrow at ***** Fargo
Sincerely,
*************************Business Response
Date: 10/02/2023
October 2, 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 with our **********************, company.
The Home Depot has reviewed this case and apologized to *************** regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Citibank Escalation Team has reviewed the customer's rebuttal complaint. The Citibank Escalation Team is leading the customer's overall resolution path and will continue trying to make contact with the customer to fully address her consumer ********************** account interest and billing concerns. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.The Citibank Escalation Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************Initial Complaint
Date:09/17/2023
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.
My husband and I ordered a storm door on 8/5/2023. The person who placed the order told us if we had more shopping to do in the store then we could ring up the door purchase with the other items at the registers in the front of the store. We took our paperwork and other items to the only open register. It was a self check-out. There were no employees working at any registers at the time. we proceeded to ring up our items. We rang up the door on a seperate transaction from the other items because we wanted to use a different account for the larger purchase. It was $495.88. All of the sudden an employee appeared and told us we couldn't ring that type of item up that way. It had to be done at the customer ********************** desk or with the original guy we ordered the door with. She tried to void the order at the self checkout kiosk, but the whole machine shut down. I checked my bank account and it was showing the transaction went through and was pending in my account. ********************** system was not showing that the payment was made, but they said it could show up the next day once the system batched out. They took our info and promised to call if there were any issues. They said "if you don't hear from us, assume all is good". We heard nothing the next day and the payment cleared my bank account on 8/7/******* was supposed to take approx 5 weeks for the door to arrive. We checked on the status of the order on 9/16/23 and were told that the order was canceled on 8/10/23 due to non payment. The money WAS taken from my bank. i I have transaction statements that show it cleared. Home depot is refusing to refund my money or place another order for the door because it "doesn't show on their end". They refuse to acknowledge the evidence of payment that I have shown them. Home depot has the $495.88 somewhere and they've had it since 8/7/23. ***** at the store in *********** was very rude and refused to help in any way. I now have to try to dispute a 6 week old transaction with my bankBusiness 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 purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the complaint, Home Depot Executive Escalations contacted the customer to request additional information, as a search of the customer's information only yielded a quote with a balance due for the storm door, not a completed purchase. Although the customer provided a bank statement as proof the bank debited their account on 8/7/2023, a thorough investigation/system audit on Home Depots end found no receipts or evidence that Home Depot received any payment.
Via telephone/email on 9/19/2023 & 9/20/2023, Home Depot advised the customer that we could not complete the request for a refund as we could not return the money we never received. As the ******* Home Depot Store Manager, Executive Escalations, and Corporate ********************** could not verify that Home Depot received payment, Home Depot advised the customer to dispute the transaction with their bank. Additionally, Home Depot agreed to honor the door quote from 8/7/2023 until 9/24/2023 and provide an additional discount for the inconvenience should the customer wish to move forward with the purchase.
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: ********Initial Complaint
Date:09/17/2023
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.
I had a refrigerator delivered on 9/15/23 that was defective but was told by the delivery guy nothing was wrong with it and I must wait at least 2 hrs before the refrigerator work. However that never happened and my old refrigerator was hauled away by him and left me with no other way to store my food that was in it. I called home depot right away and was told they couldn't get me a replacement refrigerator until 9/21. I inquired about being compensated for my food that could not be saved and I was told I couldn't be compensated.Business Response
Date: 09/26/2023
September 25, 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 appliance.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We contacted the customer to discuss the delivery and compensation, the customer advised the delivery was completed successfully. We honored $200 off per the food loss to the original form of payment and a $100 gift card per the overall experience.The customer accepted the gift card in the form of a physical gift card by mail. We advised to allow 5-7 business days to receive.
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: 09/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:09/16/2023
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: PLEASE CONTACT THE CUSTOMER ON THE ***** ********************* AT ************, NOT THE ACCOUNT HOLDER. I purchased two thermostats online from HomeDepot.com on August 18, 2023. The thermostats are not compatible with my system even tho the tool the manufacturer used before purchasing said my system would be compatible. Upon trying to get a return label, i was told that I can only return in-store. I did not purchase in-store and I do not wish to go to the store as it is extremely inconvenient.Business Response
Date: 09/29/2023
September 29, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************************
RE: *********************/ BBB Case #: 20615632
Dear *************:
We acknowledge the receipt of the BBB Case #: 20615632.
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 in apology for this experience and advised them of our 'Return Policy.' As a customer ********************** gesture, the team issued a refund via a gift card, to which the customer accepted.
With that said, we have addressed the customers concern and consider this matter resolved. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (**** @ *************************).Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot - Customer Care
P:***********************
F:************
Case No.33871878Initial Complaint
Date:09/16/2023
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 ******* Stackable washer/dryer on 9/72023, with a delivery date of 9/12/2023, On 9/112023 and used a ***** ********** for the purchase. The amount was $1589.29. I received a text that the delivery had been rescheduled until 10/31/2023. This was unacceptable and within an hour of learning about the delay, I called Home Depot and cancelled the order. To date, the cancellation is pending. I contacted ***** Fargo, to dispute the charge and so far I have been credited $149.10 I don't know what is happening here, but, I want to be credited for $1529.89Business Response
Date: 09/19/2023
September 19, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: ******************************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online resolutions team has closely worked on this matter. They have advised that, upon speaking with the customer, they expressed their dissatisfaction and requested additional compensation. The refund was processed, and it was explained to the customer that the delay in their delivery was caused by supply chain issues, which caused a backorder. To rectify the situation, a 20%discount was offered to the customer on their next order, to be honored once they receive a successful delivery. The customer accepted the offer and expressed their intention to follow up with our online team to apply the compensation.
With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers'patronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:09/16/2023
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.
I was delivered an already opened and clearly used and dirty shower head with order WM46521008. The protective plastic has already been fully cut away. I placed this order specifically as delivery because I am dealing with a medical issue that makes going out uncomfortable. Due to the condition of the item received I am not even confident I will be allowed to return it if I do go to in person.Business Response
Date: 09/21/2023
September 21, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online resolutions team has closely worked on this matter. They have advised that they have contacted the customer to let them know that a refund was processed for the shower head, and they also sent a Home Depot gift card for the inconvenience.
With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Respectfully,
*************************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************************
Fax: **************
Office Hours: M-F 10:00 am to 7:00 pm ESTCustomer 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:09/16/2023
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.
Description of complaint:I ordered an e-bike from Home Depot back in August *** tracking number 1ZAX64710393220062 The delivery never arrived and I filed a claim back in August the investigation concluded that *** lost package Home Depot is refusing to replace the e- bike, exchange for store credit or refund me. Not only that but when I call them they lie and say that I need to call *** because they are responsible. When I call *** they tell me that Home Depot has to provide the United Parcel Service ******************************************************************** ************** If you have any questions or concerns, please contact the BBB assigned to your complaint:BBB ************ ******* *************************************************************************** ************ refund and they are responsible. What kind business ********************************************************************** 9/16/23, 2:12 PM Page 1 of 3 refund and they are responsible. What kind business operate this way? MY PACKAGE WAS LOST ACCORDING TO *** AND NOT HOME deoy *** IS TAKING RESPONSIBILITY I WANT THEM TO SEND ME MY PRODUCT I AM NOT ASKING FOR A REFUND I WANT THE **BIKE I BOUGHT HELP ME THIS IS OUTRAGEOUS Desired settlement: Replacement; Store creditBusiness Response
Date: 10/04/2023
October 2, 2023
Attn: ***************************
Customer Experience Specialist?
**********************?
Serving Metro Atlanta, ****** & Northeast *******?
***********************************************************************?
*******, ** 30303
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 Online Center has advised the Customer reported that, ********************** has decided to discontinue any further business with him. In addition, ****************** currently has online ordering restrictions on his account preventing any new online orders from taking place. Unfortunately, the decisions made have been finalized within Home Depot and there isnt any assistance to the Customer that can change those mandates at this time. The Customer has been advised to dispute the charges with his Credit ************ and only make purchases in Store only, if permitted.
With that said, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.?
Sincerely,?
******************************;
The Home Depot - Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case# ********Initial Complaint
Date:09/16/2023
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 receive product that didnt meet ansi **** I international quality standards. I bought fence post and they should be 69 1/2 inches on center and 9 of 16 post are 68 inches and the fence doesnt fit together. Plus they messed up my order and I had to go to 3 store to correct it because each store said they had 40 post and when I got there they old had 6 or 9. They order corner post instead of line post. Now all the line post are incorrectly manufactured. This has cost me 880 dollars in time and issues. Then I call their customer ********************** line 3 times 15 minutes a piece. On they send will transfer and then hung up, two they sent me to a store and I pressed to to talk to a manager and they transferred me to a customer review ********************** which I answered. Which I answered and they hung up. The last time the guy was trying to help and then he couldnt hear me. And eventually hung up. Its crazy.Business Response
Date: 09/19/2023
September 19, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *************************/ BBB Case #: 20614833
Dear **************:
We acknowledge the receipt of the BBB Case #: 20614833.
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. After partnering with the Store Team and at the conclusion of the review, the customer received a refund of 10% off his order totaling $440.26. The customer was contacted via phone on September 18th in addition to today, September 19th by the Store Manager and Executive Escalations. The customer stated he is satisfied with the resolution.
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
Resolution Expediter- Executive Escalations
** Case #: 33850754
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