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
- 11,851 total complaints in the last 3 years.
- 3,461 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:09/13/2023
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.
Monday (8/21)- Purchased Whirlpool Washing Machine with delivery date of Saturday (8/25).Order # H82452-136318 Receipt # **** ***** ***** Saturday (8/25)- Washing Machine was not delivered and no notice was given until after the scheduled delivery time. When we were contacted, delivery date was rescheduled to Tuesday (8/29).Tuesday (8/29)- Washing Machine was not delivered and no notice was given until after scheduled delivery time. After speaking with three different agents they could not find the item and need to conduct a dock search. The agent said they would contact me on Wednesday (8/30) with results of the dock search.Wednesday (8/30)- No contact from Home Depot representatives.Thursday (8/31)- We contacted Home Depot representatives and they reported not having enough staff to conduct the dock search.Friday (9/1)- We canceled the order in the ****** store and requested a refund of $677.92. We were told 2-3 business days for the refund.Thursday (9/7)- No refund after 2-3 business days.Tuesday (9/12)- We went into the store to request the refund be completed. Store agents were able to refund $89.29 for hoses and delivery fee (which never happened) but said they could not refund the remaining money until the item was located through a dock search.*We should have our money refunded immediately upon cancelation of purchase. Home Depots inability to locate their inventory should not preclude them from returning our money.*At this point Home Depot has illegal possession of $588.63 of our money.
Business Response
Date: 09/15/2023
September 15, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303*****************************/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. ********************** responded to our call and confirmed receipt of the refund.
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: 09/19/2023
Better Business Bureau:
I can verify that I have received the balance of the refund.I would like to provide feedback on two elements of my experience.
1. I have a credit card account with Home **********************. When I am one day late on a payment I am charged a $40 late fee. There is little flexibility in this charge.
There are times when my due date is on a Sunday. If I don't make a (digital) payment by the Thursday before, three days ahead of my due date, I am charged a $40 late fee.
I believe the $40 late fee is excessive. I believe scheduling due dates on Sundays and then charging late fees is predatory.
At a minimum. I would expect some offer or compensation beyond a simple refund.
It appears that I have late penalties but Home Depot does not.
2. I would also refute your claim that "this is not the way we normally do business."
When I go to Home Depot I expect to encounter staff that is unfamiliar with their merchandise.
When I order goods from Home Depot I expect interruptions, delays, and reschedules in delivery.
This has been my regular experience.
I have done business with Home Depot for the 15 years I have owned my home.
I expect better from an **************** but unfortunately, this has not been my experience.
I would be happy to talk to you about my experiences.Sincerely,
*****************************Initial Complaint
Date:09/13/2023
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 rented a bobcat from Home Depot. I have been trying to rent one for weeks but they have been broken. Well I rented this one because it was supposed to be fixed. Even though I pointed out the hydraulic leak to the rental guy, he said it always leaks a little but it will be fine. I Took it to the job site I needed it at for the next week so I was prepared. Well come 11am the next day my guys where ready for me to start moving stuff. I got in the bobcat drove it back and fourth 3 times for a total of 1.5 hrs. And the bucket stopped working. I called into the Home Depot and they sent out the mechanic. He said that this has been an on going issue and this skid steer is 2 years past its normal lifespan as a rental unit for Home Depot. He tried to fix it there and could not and asked I bring it back. He saw that I had been able to do nothing with the skid steer and called the rental counter and told them. He told them to charge me for 4 hrs. Because that would have been as close to fair as possible. Remind you that I rented this for an entire week with the damage protection. I told the mechanic I was not going to leave my crew and drive a broken skid steer back because he told me it would take a few days before he could get to it. My total bill was going to be just over 1k for 7 days with the bobcat. But because I rented one that was already broken and was a huge inconvenience to me and my team. And costs me tons of time and money. And now I have a half finished job. And they charged me over $500 and said that was the minimum. So I paid for half of a week of rental for a broken unit that only could handle 2 hours of work. Thats criminal! And I am posting all over my social media as well. I went back in after the skid steer being in myBusiness 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 equipment rental.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We refunded the customer the full amount of $514.85.
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# ********Initial Complaint
Date:09/13/2023
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 an issue with the Home Depot installation of my shingles. I signed a contract with Home Depot and their contractor to supply & install ** shingles with a 35 year warranty and 10 year labor warranty. I have been dealing with Home Depot on this matter since mid-April. The shingled roof failed prematurely due to the fact the Home Depot contractor failed to apply a roofing membrane between the wooden roof and the shingles. This has been verified by an independent contractor and I have many photos as proof. Home Depot has washed their hands stating that they no longer do roofing installations since 2016. They wont even provide their own inspection of my roof. How do you deny a claim without proper inspection? Now the local Home Depot store is silent on this matter claiming it has to be handled by head office and now they will not respond to my phone calls. I consider this terrible customer **********************. I decided to have this installation done by Home Depot as peace of mind but it has turned out to be a disaster. I check with manufacturer and had the roof been installed correctly the adjustment for have been 55% of todays market value Thank youBusiness Response
Date: 09/27/2023
September 27, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated September 12, 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 reached out to the customer provided a denial letter due to the expired labor warranty. The manufacture also denied the claim of product issues. In addition, it was unfounded that damages to the property were due to the roof.
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: ************
**: ********Customer Answer
Date: 09/27/2023
Complaint: 20595625
I am rejecting this response because: They failed to address the main issue. The shingles were installed directly on the roof without any uderlayment , membrane or tar paper as promised. The roofer who was contracted by Home Depot was negligent of Home depot contract . He was supposed to install the underlayment but neglected to do so causing premature failure. The same Home Depot contractor installed shingles at my neighbour's home at number 5 ****** street and installed underlayment and their roof is OK. They had a roofer inspect their roof after seeing my major roofing issues were very concerned. My question is why didn't Home Depot inspect my roof as requested or even return any of my phone calls. I had three roofing contractors inspect my roof and all agreed the lack of underlayment was the cause of my premature roof failure. I can't understand why Home Depot send someone from their depot and I would gladly show them the issue. I am totally confused and disappointed with their decision. I done my part so why hasn't Home Depot done theirs. I went into the local Home Depot store and they have no comment as it is out of their hands .
Sincerely,
*************************Initial Complaint
Date:09/13/2023
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 had a broken item delivered a month ago. The item was returned but Home Depot has not refunded me yet. They owe me $308.63.Business Response
Date: 09/19/2023
September 19, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
*********************************/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 online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We sent an email to the customer and advised them that the refund is staged for the register and must go to the store to complete the refund.
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.Sincerely,
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 09/19/2023
Complaint: 20595522
I am rejecting this response because:I ordered online because I do not live close to the store and have no means to get to the store. Thats why I paid a lot for delivery.
Sincerely,
*********************************Business Response
Date: 09/22/2023
September 21, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
*********************************/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 online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We reached out to the store, and they are mailing a check to the customer. The store contacted the customer and advised the customer of the timeframe to receive the refund by mail to their address.
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 - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:09/13/2023
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 credit report contains a false THD/CBNA discrepancy that needs to be removed. I sent them letters demonstrating errors on my credit report, and I have receipt numbers **** **** **** **** **** 41. I wrote them a letter on 06-16-2023, but I never heard back, and this account is harming my ********************** rating. If they don't reply, I'll launch a lawsuit.Business Response
Date: 09/21/2023
September 21, 2023
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 customer may have experienced regarding
their Home Depot Credit Card Account.
We reached out and spoke with ************************* but was informed the customer hired an attorney regarding the same
complaint of removing a negative review from her credit report. We have not received an attorney letter/demand.
We will await the demand from the attorney and will further proceed.
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:09/12/2023
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 purchase an appliance suite for $2,700 on June 26, 2023. My first delivery was on July 11, 2023 and received 6 other deliveries after that because the appliances were damaged or not installed correctly. I had to return and re-purchase the dishwasher twice and was charged additional money each time. The last delivery occurred on August 19,2023. It was the dishwasher because the previous delivery people damaged it and installed it incorrectly. On this delivery the dishwasher was installed incorrectly again and my cabinet and hardwood floors were damaged. I have been contacting this company for months and its still not resolved. ******************************* emailed me on 9/24/23 about my damage and I emailed her twice since then and no response. I have called the store and they keep telling me that someone will look into and call me back and that has yet to happen. I want the money owed to me in which I was overcharged, my damage repaired and my dishwasher installed correctly. When you try to contact their corporate office it routes you back to customer **********************. This is the worst experience Ive ever had with any purchase. ImBusiness Response
Date: 09/22/2023
9/22/2023
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 Online Executive agent assigned to our customers case partnered with HDERT to schedule a licensed
plumber to complete our customers dishwasher installation. Our customer confirmed on 9/20 that the dishwasher was installed and working correctly. We also opened a Sedgwick claim, #*********** regarding the damaged cabinets and wood flooring; a Sedgwick representative will partner with our customer directly to resolve that matter.With that being said, the Home Depot concerns 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: 33811846Customer Answer
Date: 09/29/2023
Home Depot has not satisfied my complaint. They have not refunded the $457.54 owed to me that they said that would be return a week ago, I have not heard from the insurance company regarding the damages done to my home from their installation and when I have tried to reach the insurance company I never can reach anyone. *** tried to reach ************************* I get no response. The only item resolved was that my dishwasher was installed correctly. Home Depot has caused me so much time and mental anguish over purchasing a set of appliances from what I thought was a reputable company.Business Response
Date: 11/03/2023
11/3/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
RE: ******************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive assigned to our customers case reached out to ******** Manager of Casualty Claims who provided a new claims number, ***********. The customer has been contacted by ******** to find out the best time for availability to address the matter, which our customer provided. ******** will further assist and provide resolution to our customer.
With that being said, ********************** 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: ********Initial Complaint
Date:09/12/2023
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.
Materials order H2624-206269 for $6,769.79 was cancelled 7/31/23 but refunded only $ $6443.83 because 46 bags of concrete had been delivered $ ****** and a box of Trex ******** mailed the screws and requested those bags to be picked up. Numerous calls to the store and promises to pick up, Finally refunded only $47 from the $325.96 difference.Concrete was supposed to be picked up on 9/11 and a a $79 fee was deducted from nails refund. and promised concrete refund would be complete. Escallation **** called after previous complaint and offered $100 to make up for the pick up fee . then someone came next morning and picked up pallet of concrete but NO REFUND was processsed. Instead of getting a full refund of $325 i got a gift certificate of $100Business Response
Date: 09/13/2023
Tell us whySeptember 13, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***********************/ Rebuttal BBB Case #: 20565123
Dear **************:
We acknowledge the receipt of the BBB Rebuttal Case #: 20565123.
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 the customers rebuttal. The Executive Escalations Team contacted the customer via phone on Thursday, September 7, 2023. At the conclusion of reviewing all details provided by the customer, the customer received a one-time accommodation via THD E-card for $100.00 to compensate for the trip charge and postage. The Stores Operations Manager processed a $199.05 refund check for the 32 bags of concrete picked up and returned to the store, to be issued to the customer via mail. The customer has been contacted and 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 Executive Escalations
P: ********************
F: ************
SF# ******** here...Initial Complaint
Date:09/12/2023
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.
Date of Final Transaction: 08/26/2023 Amount I Paid: $25.00 The Home Depot left me a voicemail stating a refund for $25.00, in **** business days which has past.The Nature of the Dispute, is I am awaiting a refund for my $25 E-gift card that was never received. I called to speak to a manager, asked for on more than several time, while spending more than 1 hour on the phone on 9/12/2023, to not speak with an manager. Home Depot was not interested in allowing me to speak with manager after multiple request.The business tried to resolve the problem, but it's always something additional or that a differ employee did not complete, So the attempt to resolve the issue has been less than satisfactory.Account #/Order Number: ********** I would like my refund for $25 and a gift card for $25.00 for the lack of care and follow-up on my investigation, since I to implement the lengthy follow-up.Business Response
Date: 10/12/2023
October 12, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************************;
RE: ***************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated September 13, 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 Online Resolutions provided a refund and the customer received a complimentary gift card for the inconvenience.
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: ************
**: ********Customer Answer
Date: 10/13/2023
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:09/12/2023
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.
We purchased a Home Depot Style Well Bed on 9/4/2022. In August 2023 I noticed there was a crack in the bed frame where the leg of the bed attaches to the foot rail of the bed. We hadn't done anything to damage this bed but noticed this crack while making the bed one day. Typically this area of the bed is covered by a large comforter and sheets and since this is a platform bed we don't see this section of the bed very much. I do not know how long it had been cracked but this crack made the bed unstable and unsafe. I remembered that this bed had a warranty and looked it up. It has a year warranty so I called the appropriate Home Depot warranty department on 8/28. The first call I was hung up on (******), the second call was disconnect/dropped after a 20 minute conversation, and the 3rd call I ended up speaking to ****** again and she created a case #********. She called me back to follow up on 8/31/2023 but told me they could only give us $100 because they could not determine that this was a manufacturer's defect. Since we did not do anything to damage the bed and followed the manufacture weight limits for the the bed I believe this was a manufacture's defect. None of the other legs/rails had cracks running through them so it only makes sense that there was a weak spot in this wood when manufactured and it created unnoticeable hairline fracture that grew to a crack over time. I believe this is deceptive to claim to have a year warranty but not honor it when confronted with the situation where your bed was defective within the time frame of the warranty. We're very unhappy that Home Depot is not honoring their warranty that they advertise when purchasing their products.Business Response
Date: 09/22/2023
September 22, 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 damaged bed frame item.
We reached out and spoke with the customer and offered a refund on their new order. Customer accepted the refund offer.
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 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:09/12/2023
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 called *** and filed a lost package claim with them. They told me the package was delivered to ********************. They also told me Home Depot should be calling *** not the customer. I text you and you told me to file the claim with *** and work it out with them. At this point i just want my credit card refunded. Order Number WG42155382 Tracking number 1ZR7201Y0397194046Business 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 the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding an online order placed with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has refunded the customer for the mis-shipped item.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********
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