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
- 11,856 total complaints in the last 3 years.
- 3,460 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:09/16/2023
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 purchased a refrigerator from this store on 9/12/2023. We were told it would be delivered on 9/18/23. Today 9/16/23 we get a call from the warehouse saying they cant deliver it on Monday the 18th but it would have to be the 21st. They said someone dropped the ball with the delivery date scheduling. I spoke to ******. A resolution specialist who was rude and unprofessional and raised her voice at me several times finally saying the 21st was the best she could do. This is unacceptable as both me and my wife took off from work to be home for the delivery so we lost money from work not to mention all the food that was lost and had to be thrown out. After almost 2 weeks without a refrigerator we are living out of coolers with ice. We expect to be compensated for our loss of money and time or we request binding arbitration
Business Response
Date: 10/02/2023
October 2, 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 Escalation Service Team reached out to the customer to address his concerns. **************** was apologized to for the delayed delivery of his appliance. The customer will also receive compensation and credit on his order. 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: 33850755Customer Answer
Date: 10/02/2023
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.
I'm sorry about the poor quality of information provided but Home Depot obfuscated the information as much as possible. I bought several appliances through Home Depot about 4 years ago. I bought warrantees on all of them. When two appliances failed we attempted to contact Home Depot who then sent us to the warrantee carrier. The warrantee has been transferred to yet another company. This company had ZERO record of us or the warrantees, Home Depot washed their hands of all of this. This was a corporate scam.Business Response
Date: 09/26/2023
September 26, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: **************************************** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer to further assist. The customer did not have any HDPP plan and they confirmed with ********
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Executive Escalations Representative
Office: ***********************
Reference Number: ********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.
On August 8th 2023, Home Depot had a Champion 22 inch 212cc 4 stroke garden front line tiller with forward and reverse advertised at $149.00 in their App. (I do not have a copy of the add, but I do have confirmation of the order reflecting the price as well as the ***** I ordered one using PayPal. I was told it would be delivered on the 17th of August. When I did not receive it I contacted customer care. They told me it was delayed and would be delivered in a week. Still did not arrive so contacted them again. Was told it was still delayed and would take 14 days. Still did not receive it. Reached out again to be told it was on back order. When I pulled the item up in their app, it showed 9 in store and another 5 for delivery. I checked the *** number and they did match so I know it was the same item. They then cancelled my order.I have included screen prints of my order as well as screen prints of the item still in stock including the ***. I would like for Home Depot to honor their advertisement and deliver the item I had ordered at the price they advertised. If they refuse to do that, then I would like to have this complaint registered as a warning to future customers.Business Response
Date: 09/25/2023
September 23, 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 dedicated online resolution team has diligently worked on this matter and has advised ******* has been contacted and was educated about the difference between in-store and online fulfillment. The online team offered to price match the store with a $450.00 difference, and an additional $35.00 for delivery. ******* accepted the offer and was compensated in the form of a gift card by the Home Depot of $485.00.
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.
On 9/2 I rented the rug doctor ****** cleaner machine under contract #****** and also purchased a bottle of the recommended ****** cleaner. Upon looking at the machine in the store, I noticed there was a little bit of dirty water left in the clean water tank, indicating that it probably had not been cleaned by the previous user or the store. I didn't think much of it and went through with the rental for 4 hours. I had two white ******s that needed to be cleaned and I let them dry for about 1-2 days. Once they were dry, upon looking both ******s, there was a distinct orange/brown coloring all over the ******s that was not there before I rented the machine. On 9/5 or so, I emailed Home Depot customer ********************** inquiring as to what my options were at this point, because the ****** is going to need to be cleaned again due the stain caused by the machine. I received a generic response suggesting that I reach out to the store directly from where I rented the machine from. The email stated "their specialized team members are best equipped to provide you with the necessary guidance and assistance to address the brown/orange stains on your ******s. please don't hesitate to contact your local home depot store and they will be more than willing to assist you with your concern." I finally got a chance to call the store on 9/15 and I spoke to someone in the department who simply took my name/number and said a manager would call me back. I asked when I could expect a call back and he said by the end of the day. As I expected, the end of the day came and no one called me back. I don't have the time to play phone tag and continuously call a company who is clearly less than willing to assist me with my concern. I gave Home Depot the opportunity to fix the issue and they did not, so at this point, a public complaint is warranted and I am no longer interested in working with Home Depot to fix the issue. I simply want a refund so I can spend that money somewhere else to fix the issue.Business Response
Date: 09/19/2023
September 18, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
RE: ******************************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, We apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated the matter and contacted our customer. We have processed a refund for the rental to our customers satisfaction.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************** Ext. 85774
Fax: **************
Case: ********Customer Answer
Date: 09/21/2023
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. Thank you to ***** in customer ********************** and ******* from the local store.
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.
I spent **** on flooring that was cracking in one year. I went to the reviews on the product that was sold and wish I would have sooner. I contacted home depot in May over the issue and they kept asking the same questions and I kept answering and now we are just out the money and having to rip up this flooring and put new stuff down. They keep saying they will fix this and contact me and they never do. My complaint number is ******** I would even settle for a gift card in the same amount and make sure to not buy anything that company sells again. But this is on home depot for selling shotty flooring that has numerous complaints. I'm not letting this go. This is only the first step in getting this handled. I want a FULL refund or gift card. And you should really stop selling that companies flooring.Business Response
Date: 09/29/2023
September 29, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
Re: *********************** BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their defective flooring material.
We reached out and spoke with the customer. A markdown refund will be processed by the store. The customer will go to the store to complete the refund process.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********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 paid for flooring and installation of hardwood flooring in June. It is late September and it is partially done in one room but a total mess and unsafe with gouges and chunks missing. It is hazardous. I cut my foot on a sharp section as well as my 3 year old nephew. It needs to be replaced before anyone else is injured. They have neglected to deliver and install the flooring for a living room and hallway.Business Response
Date: 09/21/2023
9/20/2023
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 has issued our customer a Termination letter as it pertains to any present or future installations; we will
not be completing the installation of the customers living room nor replacing the bedroom flooring which our customer has
been advised. Our customer also requested a chargeback for the bedroom installation; District Service Manager confirmed
we would not complete any additional work to the bedroom flooring with the chargeback as it stands. Our customer has
advised us of injury due to the flooring, we have opened a Sedgwick claim, claim #*********** to further review the
complaint and assist our customer. She will be contacted directly by a ******** claims representative with the resolution.
The Home Depot Store Manager, *** is working with his team to arrange delivery of our customers living room flooring
that has been delivered to the store. I will stay in partnership with the local Home Depot until our customer has received
her delivery.
With that being said, the Home Depot is in the process of addressing this matter.
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: 09/22/2023
Complaint: 20613378
I am rejecting this response because: Home Depot entered into a contractual agreement to remove and install flooring in two rooms, one hallway and three closets, as well as baseboard in all of the areas. This agreement began on 6/24/23. The installation was scheduled for 8/21/23 and 8/22/23. The installer did not even begin the work in the living room, hallway, or two closets. The installer began but did not complete flooring and baseboard installation in one bedroom and a closet. There are a host of problems with what was installed including chunks and gouges missing from the flooring, sections that are unfinished, and an entryway that has a huge gap where old floor was and new floor does not cover. To date two injuries have happened in that gaping entryway area. I cut my foot and my three year old nephew's toe was stuck and cut. It is unsafe and something must be done!In addition to the aforementioned issues, is the damage that the installer did to my home. There are several holes in my walls created by this installer. In these areas you can literally see the insullation in the wall; in short there is extensive dry wall damage. New dry wall is needed and paint. Additional damages include my phone **** was removed by the installer, they cut off the tops of the baseboards, and when removing a desk they banged and scraped several doors and walls; again, there is dry wall and paint needed in these areas to rectify this and make it whole. aIn the contracted agreement there are statements indicating putty will be used to fill in holes on the baseboard, but none was used and there are hundreds of holes on the baseboard that were installed in one room only, because they failed to even begin installation in the second room.
On 9/18/23, I received a phone call from ***************, stating he was breaking the contract and would not complete the contractual job. Later the evening of 9/18/23 I received a "termination letter", by *********************** of Home Depot. The termination letter received was not agreed upon and shocking! The language provided in their statement is prejudicial, biased, and discriminatory. A year ago this company installed my kitchen floor. It looks great. It is a model floor. This wasn't a charge back or all the other references that are simply heartbreaking. Now instead, I am left with no flooring in one room and incomplete unsafe work in another, as well as damages to my home. It is inhumane to treat another person like this. I just wanted to improve my home and now it is not and I have the damages to deal with. I have a binding contract for flooring and it is unethical to not complete the work.
Business Response
Date: 10/05/2023
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 has issued our customer a Termination letter as it pertains to any present or future installations; we will not be completing the installation of the customers living room nor replacing the bedroom flooring which our customer has been advised. Our customer also requested a chargeback/dispute for the bedroom installation; District Service Manager confirmed we would not complete any additional work to the bedroom flooring with the chargeback as it stands. Customer has been advised if she removes the chargeback/dispute we will reimburse her for repair cost from a contractor of her choice to address bedroom flooring.
Our customer has advised us of injury due to the flooring, we have opened a Sedgwick claim, claim #*********** to further investigate the complaint and assist our customer. She will be contacted directly by a ******** claims representative with the resolution. She can reach out to her claims representative directly regarding updates to her property and injury claim.
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: 10/06/2023
Complaint: 20613378
I am rejecting this response because: Home Depot entered into a binding contract and did not fufill that contract. Home Depot has not taken care of the damages incurred at my home which were done by their installer. This damage happened on 8/21/23, yet they have failed to provide compensation. Before they entered my home there was no large gaping jagged edged hole in my bedroom, nor holes in my walls, scraped paint on doors and moldings, and I had a phone **** in my wall before they entered my home. Now I have all these hazaardous damages and no phone **** for my answering machine that their installer removed.They must take care of this.
Additionally they canceled my flooring order and while they have the materials sitting at their store they are not available online. My flooring has been held captive long enough. This is unkind, prejudicial, and dicriminatory practices.
Sincerely,
*************************Initial Complaint
Date:09/15/2023
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 am writing in reference to my Home Depot Kitchen installation project which began in March 2023. The salesperson who originally came to my home, *****, did a great job selling us on going with Home Depot for our project. We signed up on the day of his visit. There were subsequent issues on his end with setting up the account and payment information. During this time, he was in regular contact with me.After payment was made, I had several follow up questions and was never able to reach him. I called, text, left voicemails and never heard back from him again.The project went downhill from there.There was miscommunication on expectations for the cabinets. The workers wasted half day of work trying to figure out what they were supposed to do. Once they completed the job, I signed paperwork stating that two drawers were damaged and needing to be replaced. I have contacted Home Depot associate three different times and have not heard back on when I am to expect the new drawers to be installed. The cabinet installation was completed in April. We are now at the end of Sept and I still have no idea what is going on with the drawers.The backsplash company did not arrive on the day they were originally scheduled. I took the day off from work and they were a no-show. This caused me to lose money. Then when they showed up, they did not have enough material and could not start the job. No one from Home Depot reached out to me. I was only able to get a third appointment after I reached out to Home Depot. Finally, on the third attempt, they were able to complete the job.The only company who showed up when expected and completed the job to satisfactory level was **********************.I am still expecting my drawers to be delivered/installed.Please advise if there is anything that can be done to remedy this experience. I am a regular Home Depot consumer, and I am highly dissatisfied with this experience.Thank you,***********************Business Response
Date: 10/10/2023
October 10, 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 ************ installation team, who arranged for the installation service of two drawer fronts and two soft-close trays on 10/10/2023.Our team is dedicated to resolving the customer's concerns and will continue to work with the customer until the matter is fully resolved. 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 #********Customer Answer
Date: 10/10/2023
Complaint: 20612818
I am rejecting this response because:The drawers have not been installed as of 10/10/2023.
I have not received a detailed invoice as requested, annotating a broken down price list for what I have paid for. There is a discrepancy between what I was quoted and what I was charged.
I have not been notified if there will be any compensation for the money lost for taking off approximately five days of work and the Home Depot contractors not showing up, or showing up with the wrong material therefore they could not perform their work.
At the very very minimum - they could at least get my name correct in the correspondence attempting to apologize.
Sincerely,
***********************Business Response
Date: 10/12/2023
October 12, 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 ************ installation team who had arranged for the installation service of two drawer fronts and two soft-close trays on 10/10/2023. Unfortunately, due to unforeseen delays in materials, the team will need to reschedule the installation. Our team expressed regret for the inconvenience caused and assured the customer that they would be compensated once the service is completed. Additionally, our team provided the customer with a copy of the contract. We are fully committed to resolving all of the customer's concerns and will work with them until they are completely 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 #********Initial Complaint
Date:09/15/2023
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 new ******* refrigerator from Home Depot in Nov 2019. With it I purchased an extended 60 month warranty also through Home Depot. I have had 4 repair visits for the same issue with the ice maker. Per the service contract the 4th visit for the same breakdown makes the appliance a lemon. The latest repair person agreed and submitted it to them as such. Home Depot has decided to replace the ice maker AGAIN with it's third ice maker in 4 years and is refusing to honor the lemon rule in the contract which states on the 4th visit it's a lemon and I should get a replacement refrigerator or full refund on an HD card. They want to continue to swap out ice makers until my warranty runs out instead of honoring the lemon rule as it is clearly stated in the contract.Business Response
Date: 09/25/2023
September 25, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***********************************/ BBB Case #: 20611768
Dear **************:
We acknowledge the receipt of the BBB Case #: 20611768.
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 our Asurion business partner, who approved the customer's buyout under the 'No Lemon Policy.' The customer agreed to accept reimbursement via a mailed check.
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. ********Initial Complaint
Date:09/15/2023
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.
Date of Purchase: 01-16-2021 Total $814.62 Order# No. H0950-130047 Purchased extended warranty along with my refrigerator.I have been having issues with the refrigerator since December 2022, warranty company have been out to repair the refrigerator 3 times in December and now in August 13,2023. As per Home Depot the part needed for the refrigerator is on back order and is unsure when it will be available. I have currently been with out a refrigerator since August 12,2023. I have spoken to Home Depot's warranty department on several occasions with out any resolution. I have spoke to ******* (supervisor) on Monday September 11,2023, and she has advised me that she has escalated my case to the buy out department and that I would hear back from them by Wednesday September 13,2023. I didn't hear back from them and called them bac to see what was the status, I was transferred to ***** (supervisor), she stated that the claim has not been finalized and the buy out department is waiting to hear back from the parts department and that they will call me back. I have now been with out a refrigerator for 1 month and have thrown away hundreds of $ in food. I have a handicap child and I can't even keep his insulin cold. I can not go on any longer with out any refrigerator. Please feel free to call me with any further questions.Business Response
Date: 09/22/2023
September 22, 2023
Sent Via Email
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 regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We partnered with our Online Escalations Team, who contacted the customer regarding their complaint. We escalated the claim with the protection plan team and agreed that the customer will receive food loss reimbursement as well as compensation for the unit. An additional gift card was also sent to the customer due to the repair delays.The customer accepted the compensation, and the Online Escalations Team will follow up to ensure the reimbursement has been received.
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,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor-Executive Escalations
P: ***********************
F: ************
Case #: ********Initial Complaint
Date:09/15/2023
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.
Exchange policy is inconsistentBusiness Response
Date: 09/27/2023
September 27, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
RE: *************** / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, We apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated the matter and we have contacted our customer. Our store manager agreed to provide the trimmer for which he wanted to exchange his original purchase and our customer came in and picked it up to his satisfaction.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************** Ext. 85774
Fax: **************
Case: 33849778
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