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:09/14/2023
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 windows/blinds installer who is contracted by Home Depot broke my door upon installation of window blinds on the door. They told me to get estimates from independent contractors and they would approve it. I did and now the Home Depots adjuster is refusing to approve for the contractors estimate who come out right away and immediately start work on my door replacement that their employee broke.
Business 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 **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a blind installation with The Home Depot resulting in damage to the customers door.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots third-party claims department, Sedgwick, has provided the customer with a compensation offer for the damage. The customer can reach out to the claims department at ************** for further assistance.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number:33830876Customer Answer
Date: 09/29/2023
My door was damaged by a Home Depots installer , ********************* from Sledgewicks contractors and now the installer does not want to fix the damaged door that was created when he came to install my blinds. This was from 6/20/23. The installer refuses to fix the damage he has caused. My door is broken and needs to be replaced. I have great issues with my adjuster ********************* for not helping me resolve the broken door situation with the amount of money that is necessary to complete project in a timely fashion. The windows/blinds installer who is contracted by Home Depot broke my door upon installation of window blinds on the door. They told me to get estimates from independent contractors and they would approve it. I did and now the Home Depots adjuster is refusing to approve for the contractors estimate who come out right away and immediately start work on my door replacement that their employee broke. My issues with ********************* has still not been resolved. Would you be able to have someone above her speak with me and help me find a suitable resolution?Business Response
Date: 10/09/2023
October 9, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ******************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a blind installation purchased from The Home Depot.
As previously stated, our third-party claims department ******** is handling the customer's claim. The customer can reach out to the claims department at ************** for further assistance.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Initial Complaint
Date:09/14/2023
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.
8/3/23 I called Home Depot about water on the base board around my water heater because i never saw water before. I spoke with ******* and she said that it was automatic New Water Heater because you cant fix it. So she asked what kind i had and i didnt know and she told me where to look for the gallons. She then told me the different prices and said that the majority choose the 9yr (draining) at $2561.30 then told me that Delta Mechanical would be calling me to schedule appointment and she would be emailing me the information and contract of what to expect. I received notice by text message that a Tech would be coming out 8/4//23. I received by email the Home Improvement Agreement and the General Terms and Conditions and a Check/Test sheet for the water heater to be completed by Tech also included Notice of Cancellation. The Tech came installed he said the drip pan would prevent water leaking onto the base board in the future anything else i needed to know would be in my emails. The next day there was water in same aera I called Delta left message. I called again Monday and I also called Home Depot both places said it wasnt there responsibility to check water heater. The water was coming from my AC unit.. i didnt need to replace my water heater but was told i had to. No one filled out the check/test sheet. I spoke to ***** at Delta and several people at Home Depot with no results. I sent in the cancellation form but no reply. I feel i was taken advantage, I called for advice and was told it wasnt fixable and since they had my credit card info for full payment no one listen to me, Im on SS and cant afford this big mistake. Im besides myself now i have my AC unit to replace and cant do it. Please help me get my money back.Sincerely,******Business Response
Date: 09/21/2023
September 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 **********************************
RE: ********************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, Delta and the local store will provide the customer a partial refund back to her original form of payment. The customer has been contacted and updated.
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: 33850758"Customer Answer
Date: 09/22/2023
DEAR SIRS
I AGREED TO THE *** OF $1280.65 TO BE REFUNDED BACK TO MY **** THAT IS HALF OF THE ***** INVOICE
THANK YOU
*********************
Business Response
Date: 10/23/2023
October 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 **********************************
RE: ********************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, Delta and the local store will provide the customer a partial refund back to her original form of payment. The customer has been contacted and updated. The customer paid with **** and cash. The customer picked up her refund of $1,440.74 on October 9th.
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:09/14/2023
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.
The price is still showing $219.88 for a mirror on the link below but when I click on it the price jumps way up. Home Depot said they will notify their IT sept but wont give me the price. It feels like bait and switch. I am requesting the product for the advertised price of $219.88. Thank you. *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************Business Response
Date: 09/18/2023
September 18, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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. We offered a gift card to cover the difference in price which the customer accepted.
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: ********Customer Answer
Date: 09/18/2023
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:09/14/2023
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.
Reached out to Home Depot via chat on 9/3 to request a price match for the 3M Aura ****+ N95 respirator, 20-Pack. Provided links to competitor's and Home Depot's pages. Was offered a price match, which I accepted. At that point, the agent vanished and messages went back and forth for several hours with nameless chat agents and a supposed supervisor claiming that, although advertised as such on its respective pages, it was NOT the ****+ model Home Depot sold, which is why no price match could be offered. Supervisor declined to double check with 3M. I reached out to 3M Technical Support, who confirmed, that it is, indeed, the ****+ model Home Depot sells. Resolution Expeditor-Retail ************ only sent me back to where the problem began, the unanswered customer ********************** phone line that refers to the chat. Home Depot's dubious practices are being extended to crucial items like respirators. I am requesting an immediate application of the price match I was offered on 9/3 and compensation for the trouble and significant loss of time by a U.S.-based member of leadership with a name, direct phone number and direct email address.Business Response
Date: 09/18/2023
September 18, 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 contacting the customer and honored the price match and placed the 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:09/14/2023
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 placed an order online at homedepot.com and in the shipping process of my order, the order was sent back to the sender. Meaning, my order never arrived at my house. There was only one product out of 16 that arrived to my house. I waited for about a week and i havent received a refund. I contacted home depot support and they said they arent able to process a refund because it doesnt allow them due to TRE denying it. I contacted TRE and they said they cant do anything about it. I think this is highly unfair and unreasonable because I didnt even receive the product in the first place which means I should be guaranteed a refund. The date of the transaction was 9-1-23, I submitted an online order of 6917$ and I am requesting for ******* to be refunded because they delivered one product out of the 16 that I ordered. The order number is, WM45042833, and the tracking numbers are C12112175258943 and C121121175272753Business 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 your BBB notice dated September 15, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Home Depot contacted the customer and have reviewed the order. It was still unable to be processed as a return today. Once a return is denied, in our system by TRE, we are unable to alter the decision, it has to be disputed and approved by them.
To file a dispute by email, send the transaction ID, ID Number, full name, address, and phone number to ***************************************************************.
To file a dispute by mail, send the transaction ID, ID Number, full name, address, and phone number to The ***************:
The ***************/RAR?? Attn: RAR Administrator P.O. Box ***** ******, ** 92619-1373, ***.
It typically takes 3-4 weeks for approval after submitting the dispute. You can call TRE at ************ or visit their website ************************* for any additional questions regarding a dispute. Once approved they will notify you that a return can now be processed until a certain date. Once you receive that notification you can contact us again to complete the return.
We have reached out to TRE as well to bring them up to date as to the return to sender of 15 of the ******************** the meantime if you have not done so already, please follow the above steps.
With that being said, The Home Depot considers the matter closed in our office.
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 if you have any questions.
Sincerely,
******************
Executive Escalations
Phone: ***********************
Fax: ************
**: 33835162Initial Complaint
Date:09/14/2023
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.
A female employee from Home Depot Store #*** in *******, ** called me regarding my Door Assessment. I requested that they e-mail me a copy of the report of the door assessment measurements and the Home Depot rep had the audacity to tell me that I have no right to receive one as it is the "property of Home Depot." I paid $40 for this Door Assessment and in fact, it is under my "Purchases History" in the Home Depot App so why can't I receive a copy of the assessment report? Mind you, I did one with L*we's and they sent me the door assessment report without any issue. The only reason I went with Home Depot is because L*we's did not have the specific door that I wanted to purchase and Home Depot requires another door assessment which I understood. I feel like I have the right to know the assessment report done to my door that I paid for. Apparently, I only paid for the service. I did not expect to pay for a service and not receive any paper or copy of door assessment. I asked for the manager and she put me on hold but claimed "*******" the manager is not picking up the phone. Extremely disapointed.Business Response
Date: 09/15/2023
September 15, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ***********************************/ BBB Complaint# ********
Dear ******,
We acknowledge the receipt of BBB Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding Order H0119-210869 for a door measure.
The Home Depot has reviewed this case and our store reached out to our customer to apologize and to provide the information requested. With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.
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 do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 33823962Customer Answer
Date: 09/15/2023
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:09/14/2023
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.
In April, 2023, I purchased a set of 13 Home Decorators Collection (a Home Depot brand) kitchen cabinets from The Home Depot in ****************.The cabinets arrived in June 2023. Upon inspection of the delivery, 5 of the cabinets were discovered to have a wide variety of manufacturer defects and damages. Among these defects/damages were: - Broken drawer hardware - Damaged door paint (appears to have been packaged with uncured paint)- Ripples and ridges in the finished veneer - Tear in the finished veneer - Excessively driven interior nails that damaged the finished veneer I immediately contacted my rep at the store and provided details and pictures. He then contacted the manufacturer to inquire about a resolution.The initial report back was that they were going to replace the affected cabinets. Several weeks went by and the manufacturer had sent something to the store. They did not send replacement cabinets. They sent replacement parts. My store rep made further contact with the manufacturer and they relayed that they were not going to replace the cabinets, only send out replacement parts.I then contacted the manufacturer (HDC) myself in an attempt to get this resolved. I expressed that I was fine with the cabinets being repaired but I was not going to spend my time or money repairing them. I told HDC that they were welcome to hire someone local to my area to come out and repair the cabinets, but I was not going to do it myself or pay for it.; these are brand new cabinets, not even fully unboxed yet.HDC then asked me to get a quote for repairs and send it to them; which I did. The total cost to me was going to be $1,170. HDC then informed me they were willing to give me $150 towards the cost of their mistakes. I don't find this acceptable.What is acceptable is:- HDC sending someone to repair the cabinets onsite, at their expense - Sending me replacement cabinets that do not contain damage or defectsBusiness Response
Date: 09/27/2023
September 27, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *****************************/ BBB Complaint# ********
Dear ******,
We acknowledge the receipt of BBB Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding order H1252-246311 for cabinets.
The Home Depot has reviewed this case and reached out to all parties involved. Our merchant team reach out to the manufacturer of the cabinets in question. The manufacture agreed to replace the 5 cabinets and they were delivered to the store yesterday. We have left a voicemail advising the customer of their arrival. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to confirm with the customer that the cabinets received are in satisfactory condition.
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 do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 33824064Initial Complaint
Date:09/14/2023
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 would like to express my dissatisfaction and disappointment with the remodeling of my bathroom. I chose to make business with Home Depot following recommendations of family members who was very satisfied with the work completed in their home. We encountered many roadblocks with the process from the initial phase which was the delivery of the materials which after confirmation the date was scheduled twice and this meant missing work for two days for no reason. Next we had anticipated the work to be completed in 4 days and instead it took 6 days which would have been ok if the work was completed properly. This meant accruing expenses of over $600 in hotel fees while the remodeling was completed. As you see in the before and after pictures, prior to the tiling work, our bathroom was clean, tiles were properly installed and it was beautiful but we were looking for something more contemporary and bright so decided to take on this project with Home Depot. The final results are a complete disaster to say the least, resulting in the tiles, bathtub and floor being stained with excess black caulk, broken tiles, broken door frame and destroyed ceiling. This is the work of an amateur not a professional.Business Response
Date: 10/16/2023
October 16, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: *******************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, The Home Depot has requested a refund check for the customer for the tile portion of the ****************** in question, labor and product.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
******************
Executive Escalations Representative
Office: ***********************
Reference Number: 33823883Initial Complaint
Date:09/14/2023
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.
April 13, 2023 CEO, ************************** **************************************#B#3 *******, ** ***** ***** Corporation PO Box ***** ****, ** 76702-1025 To whom it may concern,Your product, Vigoral weed blocker, was purchased at the Home Depot store in ****************** on September 16, 2022. This product was installed that same week.The white rocks had to be removed from the flower bed to replace the weed blocker.As you can see from the photos, the product is defective because I have more weeds this year than I had in previous years.It cost $3000 to have the rocks removed and cleaned and put back in this bed. It is a tedious task to remove weeds from this bed every year. This is the reason why the weed block it was purchased an extreme cost was used to prevent the weeds from coming up again this year.However, to my dismay, I have a flower bed full of weeds.I am greatly disappointed in this product . Therefore, I am requesting payment for replacement and reinstallation of weed blocker paper.I do not feel that I should incur this cost because you sold me a defective product. Therefore, I am holding both parties responsible for this problem.I made several attempts to go to the Home Depot stores in the area and called customer ********************** numerous times The manager would not respond or do anything about this problem.I want restitution in the amount of $4500 to have this done again. I am an elderly woman and I have to pay someone to complete this task for the second time or apply a $4500 credit to my account ending in 9323.Sincerely yours,***************************Business Response
Date: 09/27/2023
September 27, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************/ BBB Complaint# ********
Dear ******,
We acknowledge the receipt of BBB Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding purchasing Vigoro, 40 in. x 36 ft. PLA Natural Weed Control Landscape Fabric from The Home Depot.
The Home Depot has reviewed this case and reached out to all parties involved. Our merchant team reach out to the manufacturer of the fabric. They are currently reviewing the receipt and photos sent. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to work with the manufacturer on the customers behalf.
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 do not hesitate to contact me if you have any questions.
Best regards,************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 33824136Initial Complaint
Date:09/14/2023
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.
Hi there,I am reaching out to discuss an issue with an order I placed on Home Depot's online store on August 17, 2023. The order number is WM43767259. Unfortunately, I did not receive the Keurig ****** Special Edition Nickel ************ Coffee Maker that was supposed to be part of the order, even though the tracking number C12112174034542 showed that OnTrac delivered the package on Saturday, August 19. However, I received no package, and no picture or signature indicates delivery. I tried contacting OnTrac's customer ********************** through chat but was unsuccessful. Therefore, I request a refund of $216.74 for the missing package. I have attached the necessary documentation to support my claim and would appreciate your assistance in resolving this matter.Additionally, I request the Better Business Bureau's help in resolving this issue. Thank you for your prompt attention to this matter.Business Response
Date: 10/16/2023
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 his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Online Executive Escalation Team have reviewed the customer's complaint and advised that they were able to confirm that his return through *** and are awaiting to hear back from TRE regarding the refund denial. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Home Depot Online Executive 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: **************
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