Complaints

This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Home Depot

  2455 Paces Ferry Rd SE # B # 3 Atlanta, GA 30339-1834

  
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  The Home Depot

  207 Kelsey Ln Ste G Tampa, FL 33619-4346

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  The Home Depot

  2925 Main Street SW Airdrie, AB T4B 3G5

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  The Home Depot

  1818 16 Ave NW Calgary, AB T2M 0L8

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  Home Depot

  115 E North Pointe Dr Salisbury, MD 21804-2283

The 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:09/12/2023

  Type:Product Issues
  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 8/15/23 I intended to place an order that amounted to $10,800 and before I placed the order, a banner advertising **'s Credit Card incentive promotion for $100 towards your first purchase was displayed. So I went ahead and filled out the application to receive the $100 incentive. I was approved and then entered my new ** Credit Card number along with the promo code for the new account incentive. The order was placed successfully with the $100 promotion but the transaction declined when processing the order under the new ** credit card. I then had to call ** to place the order again on the same day. I had to break out the order into two separate orders (with the exact same items), but pricing per unit was different for one of the items and shipping fees were applied- which on the original order, the pricing per unit was less and there were no shipping fees. I called ** again and they were able to apply adjustments to ensure that my subsequent orders exactly matched my first order for $10,800, which was great but it did not include the $100 promo credit that was offered on the initial order. I was told by ** that I would have to wait until the first billing statement for the ** Credit team to manually apply the new account opening incentive for $100. I called **'s Credit team on 9/12/23 and spoke with a Manager named ****. I explained the situation and asked for the previously promised and agreed upon account opening incentive for $100 to be applied to my account. She did not honor the request because according to her, discounts were given on my subsequent order even though she understood the discounts were given as a courtesy to match the initial pricing and free shipping that was reflected in my original order. **'s Credit team was deceitful in communicating expectations for this $100 incentive during the credit card registration process and I am unable to determine if this issue is agent specific, process driven, or a representation of how ** conducts business.

  

  Business Response

  Date: 09/21/2023

  September 20, 2023
  Attn: *****************;  
  Customer Experience Specialist  
  Better Business Bureau  
  Serving Metro Atlanta, ****** & Northeast *******   
  *********************************************; 
  North Tower, Suite 900  
  *******, ** 30303  
    
  RE: ***********************/BBB Complaint #******** 
  
  Dear **************, 
  
  We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
   
  On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.  
   
  The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Service Team reached out to the customer to address her concerns. **************** was provided details in full of her issues and has agreed to accept the compensation in the form of a Home Depot electronic gift card. No further action is needed.
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.  
    
  Sincerely,  
   
  Sha-***********************
  The Home Depot ************** Executive Escalations Team 
  P: ******************** 
  F: ************ 
  Case: ********

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  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 July 29, 2023 I purchased a riding lawnmower for $3496.94. It was used each Saturday for the following 4 Saturdays for 1 hour each use totaling 5 hours. On September 2, it would not start. I dropped it off at *********** for warranty repair. *** informed me that it looked like Home Depot sold me a used lawnmower as the intake pushrods were bent and the amount of damage was more than what 5 hours of use would have caused. I contacted Home Depot and they said they don't sell used lawnmowers and it must have been user error. I didn't have it long enough to do the amount of damage that *** described. Home Depot should be responsible for the repair.

  

  Business Response

  Date: 09/21/2023

  
  Attn: *****************************
  
  Customer Experience Specialist
  
  **********************
  
  Serving Metro Atlanta, ****** & Northeast *******
  
  ***********************************************************************
  
  *******, ** 30303
  
  RE: *****************************/ BBB Case # ********
  
  Dear ****************:
  
   
  
  We acknowledge the receipt of the BBB Case # ********
  
   
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
  
   
  
  The Home Depot has reviewed this case and apologized to ****************** regarding 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 have reviewed the customer's complaint and as a one-time customer ********************** good faith gesture, we have offered the customer a $300.00 e-gift card to offset the price he paid for non-warranty repairs on his Cub Cadet riding lawnmower. The customer has received a Settlement and Release Agreement regarding this experience and has reviewed, signed and returned the document for compensation processing. We advised that customer that the disbursement of the e-gift card can take between one to two business days to arrive to his inbox. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
  
  
  With that being said, The Home Depot has addressed our customer's complaint.
  
   
  
  Sincerely,
  
  ************************* | The Home Depot
  
  Executive Escalations Specialist
  
  Phone: *************************
  
  Fax: **************
  
  Schedule: Monday Friday 11:00AM-8:00PM EST
  
  In my absence, please contact ********************* via email at ************************************

  Customer Answer

  Date: 09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  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 ordered a product for delivery and it was never received. The company claims it was delivered. I have invested a lot of time into calling them, both the store from which the item was shipped, and the main customer ********************** line, and have been told by both that they cant help me and that I have to talk to the other. I have been unable to get a refund. The order number is ********* for two ****** Room Darkening Panels (curtains) to be delivered from the ******** ** Home Depot.

  

  Business Response

  Date: 09/25/2023

  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 ****** business partners are working directly with our customer to resolve this matter. Our team will continue working with our customer until the matter is resolved. 
  
  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,
  
  
  ***************************** Escalations 
  Phone: ***********************
  Reference Number:  ********

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20589812
  
  I am rejecting this response because:

  I have not been contacted by Home Depot, nor have I received a refund for the item I paid for but never received.  

  I have allowed ample time for them to contact me in some way, since they claimed that they would be working directly with the customer to resolve this. 

  The only thing I have gotten is an auto-generated customer survey via email (attached). 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/12/2023

  10/12/2023
  
  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 ****** business partners provided the following information regarding customers complaint. Our team confirmed our customers DoorDash delivery was made successfully on 9/7/2023. On 9/10/2023 a self-serve return option was made for the order, however no product was returned to The Home Depot ******. Our customer can be issued a refund once the product is returned within our return policy timeframes.
  
  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:  33806105
  
  

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  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 received my washer and dryer that I paid for back in June. My dryer arrived open and I was concerned because it was delivered without the dryer shoe rack, I called and confirmed with the manufacturer that informed me that it shouldve come with it but that since it was still in the delivery window it was Home Depots responsibility to make things right. *********************** a Universal Specialist at the ************ store reached out to me on behalf of the store, lied to me and strung me along for many months telling me he will make it right and reimburse me the cost of dryer rack since its not an itemized item and has been discontinued. I wholeheartedly believed him, he then ghosted me and an ignored all my calls and emails. He confirmed both verbally over the phone and in writing that he was going to take care of this. Its sad because I spent close to 3k I was expecting quality customer **********************. Now fast forward I have not received a single ***** or the promised credit that I was promised from the store.

  

  Business Response

  Date: 09/18/2023

  
  September 18, 2023
   
  Sent Via Email
  Attn: **************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ****************************************************************************************************
   
  RE:*********************** / BBB Case #: 20589187
   
  Dear *************:
   
  We acknowledge the receipt of the BBB Case #: 20589187.
   
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
   
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations Team contacted the customer and issued a gift card for this experience, to which the customer accepted.
   
  Under the circumstances, The Home Depot has performed due diligence in this matter and considers this case 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,
   
  **************
  Executive Escalations
  The Home Depot - Customer Care
  P:***********************
  F:************
  Case No.33798609
  
  
  

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  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.

  BBB c/o Home Depot; My name is *****************************, my order number is WG36989671. My email is: *************************** (mailto:***************************) My number is: ************. I placed an order back on July 04th, 2023 for an ** Air-conditioner. The tracking number that was given to me when my order shipped was ************. It was shipped through ****** My package was marked as delivered but I never received my order. I spoke with many agents from customer ********************** and supervisors. I was told to wait for a investigation. I waited months and I never received my refund. I was owed a refund. I have a police report and an email from ***** stating that my parcel cannot be located. I requested that Home Depot refund me in which they have yet to refund me. I should not have to dispute the charge with my bank when ***** opened a claim and informed Home Depot of the claim! At this point I would like a full refund for my order I did not receive. Im seeking help from the BBB to reach out to Home Depot someone in corporate to help me get my refund back to my original payment method u sed for this package I did not get!

  

  Business Response

  Date: 10/18/2023

  October 18, 2023
  
  Attn:***********************, Customer Experience Specialist
  ********************** Serving Metro *******,
  ****** & 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 shopping with us.
  
  The Home Depot has carefully reviewed and investigated the matter and we have contacted our customer.  We have processed a full refund on October 13th 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:34056807
  

  Customer Answer

  Date: 10/30/2023

   
  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:09/11/2023

  Type:Service or Repair Issues
  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.

  Ordered 14 PGT windows on 8/18/21 from Home Depot to be installed by Home Depot. Order # 1-1W6U4JUJ. Cost $10,210.25. Installed 3/15/22. Many windows looked like seal issues & finish work was unacceptable, so I contacted Project Mgr. on 3/21/22 & sent pics. **************** came to project site on 4/12/22. Identified 6 sashes needed to be replaced & had contractor tidy up some of the caulking and finish. Contractor came on 6/6/22 with 5 sashes of which 1 was broken - only replaced 4. 6/10/22 I discovered another sash that needed replacing & contacted Project Mgr. & sent pics. She said they would order a replacement for that window. On 11/3/22 I was contacted by Contractor to say 3 sashes were in & we set an appt to install on 11/22/22 which they did not show. On 12/13/22, we set up another appt for 12/27/22. I sent text on 12/26 to confirm appt, contractor changed it to 12/30. On 12/30/22, they did not show or call. Installers came 2/16/23 with 3 sashes which did not fit or had issues so they installed 0. Said they would re-order. On 3/3/23, I received an email from Project Mgr stating that they needed to set an appt for *************** to come to house so the Installer could adjust a few windows. I gave her 5 dates to choose from. She said she never received the email so they did not come. Next appt was set for 4/30/23. Installer showed but Project Mgr did not come. When asked what he was there to do, he stated '*****'. He looked at problem windows & stated that kitchen window should also be replaced. On 5/5/23, Project Mgr said sashes were ordered & would update when shipped. Sent email to on 7/19/23 asking for status. Never replied. 8/18/23 I received a call from Installation saying sashes were in & set an appt. for 8/24/23. 8/24/23, Installers came with 3 sashes and installed 2. 1 did not fit. When I asked for update, Project Mgr. says Installers brought & installed 3 & inspected all windows.Job address: **************************** ************, ** *****

  

  Business Response

  Date: 09/13/2023

  September 12,2023
  
  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 Home Depot team has been informed by the installation service manager the installation has been completed with 2 minor defects on 2 sashes. As part of the customers warranty, the install team has a service opened and is in communication with the customer to resolve this issue. Install team has requested current pictures showing the additional problems the customer is stating. Was informed that old pictures have been resent.
  
  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: ********

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20588848
  
  I am rejecting this response because:
  Project Manager has stated in email that the Installers replaced 3 sashes on the most recent visit which was 8/24/23. They came with 3 sashes but one did not fit so they only replaced 2. The 1st photo was taken on Friday 9/15/23 and is the ************* installed on 3/15/22. After 4 additional visits to the home this one still has not been replaced. I am not sure why this would be considered warranty since it was defective from the factory on the initial install. The 2nd picture also taken on Friday 9/15/23 is of the kitchen window which has a slice in the rubber between the panes. This was looked at by Installer ***** on 4/28/23 & he said it should be replaced & he would have it ordered. Im not sure where the issue is but I am being told by the Project Manager one thing but that is not what has been done. 
  These 2 sashes still need to be replaced.
  Sincerely 
  
  ****** (***) ******

  

  Business Response

  Date: 11/09/2023

  November 9,2023
  
  Attn:***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & 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, as of today our installed team has confirmed that everything has been completed for the customer.
  
  Please know that it is *********************** goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
  
  Please contact me should you have any additional questions or concerns.
  
  Sincerely,
  
  ******************
  Executive Escalations Representative
  Office:***********************
  Reference Number: ********

  Customer Answer

  Date: 11/15/2023

   
  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:09/11/2023

  Type:Order Issues
  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 wish to report a traumatic situation with Home Depot regarding the delivery of different sized windows than I agreed to in my signed contract. In February 2023 a Home Depot design consultant came to my house to thoroughly inspect and measure our windows for a quote. We wanted 14 windows replaced and 1 door. I placed the order in March and upon delivery (6 months later), I wanted to check that the windows were as ordered, and thank goodness I did! To my horror all 14 windows were several inches shorter and narrower than detailed in the signed contract, about which I was never notified! The worst part is how I have been treated in trying to resolve this matter!I have attached a number documents. The first is a complaint letter that I sent to Home Depot in an attempt to resolve the situation. This contains the contract and all text messages/emails between myself and the design consultant. Apologies in advance for the length but it contains as much information as I have.Previous to me sending this letter, Home Depot were telling me that they "had a contract to install the windows" and would seek payment in full ($34,842.35).Their response to my complaint letter (that I received on Friday 1st Sept), is also attached. They are now stating that they are cancelling the contract due to "pre-existing wood rot" and that I owe them for costs incurred to date, which amounts to $14,293.86, of which I have already paid $7308.30 as a deposit. The main reason that I was getting my windows replaced was due to their rotting frames.In addition, after multiple requests throughout the process, they finally sent me (on 09/05/23) the dimensions of the windows that were delivered, that I have also attached. As you can see, what was delivered was not what I was sold or signed for in the contract (except for the sliding door) and I was never made aware of any changes to the dimensions.It would be fantastic to get your opinion on where I stand and potential pathways forward.

  

  Business Response

  Date: 09/25/2023

  September 17, 2023
  
  Sent Via Email 
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ****************************************************************************************** 30303
  
  RE: *********************** / BBB CASE#: 20588419
  
  Dear **************,
  
  We acknowledge the receipt of the BBB CASE#: 20588419
  On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company. 
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Improvement Agreement between **************** and Home Depot states the Agreement may be terminated by Home Depot at Home Depots convenience. Furthermore, the Agreement states that if you fail to provide safe access, then you will pay Home Depot for services and costs incurred through the date of termination. Additionally, due to the pre-existing condition of wood rot, it has been determined that Home Depot will be unable to proceed with the installation. We discussed his wood rot that was existing and why we cannot proceed after reviewing the further pictures. **************** stated that he would outright refuse any installation that did not have 29 windows, unfortunately his openings only allowed for 27 windows.. Post measure, **************** stated the only reason why he went with us was that they were 29 windows on the sales contract and that he had several other companies out that would only install 27 inch windows, I told him unfortunately that the 29 windows would not fit into his existing openings and that we do not modify openings. **************** also requested full frame new construction windows installed and believed the order to be that type we also confirmed that his HOA would not allow that type of window to be installed. The total cost of the windows to Home Depot is $14,293.86, and he has a deposit of $7,308.30. At this time, we will be retaining the full deposit for ****************** order.
  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
  Phone: ***********************
  Case: 33606743
  
  

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20588419
  
  I am rejecting this response because:
  

  I am deeply disheartened by this response and more so by the trauma that Home Depot (**) continue to put me and my family through. This is not a true account of what happened!!
  
  My exact request was to replicate a specific ******** window that was installed in our house in 2019. The design consultant took the Product ID of this existing window and used it to ensure the correct model and sizes were specified in the agreement. He confirmed this was the case through numerous emails that I attached to my original complaint letter. These were ******** 400 replacement casement windows that are designed for easy window replacement from inside or outside, per the ******** 400 series product guide. All conversations (totaling almost 2 hours) with the design consultant were focused on replacing our current windows from the outside, which results in a wider opening once the current insert is removed.This is evidenced by the fact that we already have the existing ******** window in our house that was installed in this exact manner. The design consultant measured this window while I was there, and his measurements were 29 width.THIS IS WHAT I WAS SOLD, AGREED TO, AND SIGNED FOR IN THE CONTRACT! It is this very reason why I will not accept or pay for 27 width windows. We did not approve this material change to the contract, which was consistently applied to every window without our knowledge. If we were at any point notified about this, we would not have proceeded with the job as the result is windows that are drastically different in size, look and style to our existing setup.
  
  Regarding the other suppliers, it is simply not true that they would only install 27 width windows! I wanted exact matches to the ******** 400 window that I already have installed, which the other suppliers (Pella & Renewal by ********) told me that I would have to contact an ******** windows retailer/installer. ** was the first and only ******** windows retailer/installer that I spoke with in relation to this job. This is clearly detailed in my complaint letter.
  
  In addition, the design consultant and another 3 installation specialists visited our home throughout the sales process where our windows were thoroughly inspected, as per ** procedure. Not one of them mentioned that the pre-existing wood rot posed a problem for replacement of the windows detailed in the signed agreement. The wood rot in my windows is contained within the current window inserts and does not pose any additional risk to access or safety. ** also states on their website that Installing replacement windows will add beauty, value, and energy efficiency to your home. New custom windows can replace rotting frames or sashes, balky or broken hardware, or damaged window frames. I find it extremely concerning, and worthy of further investigation, that this only became an issue after I found out that incorrect windows had been delivered, and my complaint had been formerly lodged with Home Depot!
  
  The most frustrating factor in all of this is that I extended multiple offers for the ** area installation and sales managers to visit my home, look at my existing ******** window, and discuss resolution to this matter. All requests were declined! I do not consider this matter closed, and I would still welcome any ** representative to visit, measure my existing ******** 400 window, and tell me that it has a 27 width. I assure you that it does not! Failing this, and as stated in my original BBB complaint the only item that I am willing to discuss covering **s expenses for is the sliding door, as it was manufactured to the correct and agreed upon specifications in the contract.

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/09/2023

  October 6, 2023
  
  Sent Via Email
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ************************************************************************************************
  
  RE: *********************** / BBB CASE#: 20588419
  
  Dear **************,
  
  We acknowledge the receipt of the BBB CASE#: 20588419
  
  On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has agreed to refund the full amount of ******************** project. We do ask to allow of up to 21 days of processing this refund.
  
  With that said, we have addressed the customers concern and consider this matter resolved.
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
  
  Sincerely,
  *********************************** Escalations
  Phone: ***********************
  Case: 33606743
  
  

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20588419
  
  I am rejecting this response because:

  At last!!! After almost 3 months of letters, phone calls, emails and complaints, Home Depot have finally taken the time to investigate this situation and have determined that multiple errors were made along the way to them delivering the wrong windows! I am glad that they finally looked into it and that they are refunding my money. However this is not good enough!
  
  Not only did Home Depot hold almost $8,000 of my money for the past 9 months, send me letters about perusing additional funds, cause me a huge amount of stress in having to deal with this, and have wasted 9 months waiting for much needed window replacements that have now not materialized; I have also had to take unnecessary time off work and pay for legal advice, which all could have been avoided if they had properly looked into and addressed it in the first place. When all of this is added up, it equates to well over $1,000 of costs that I am now out of pocket!
  
  I am deeply disappointed by the way I have been treated throughout this whole ordeal by what I used to think was a very reputable company! In order to put a close to this matter and have any attempt at rebuilding my confidence in this business, I expect compensation for the time and money that I have spent on this ordeal over the last 9 months.

  I anticipate Home Depots response and look forward to being able to put this horrendous experience behind me once and for all!

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/18/2023

  October 18, 2023
  
  Sent Via Email 
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ******************************************************************************************** 30303
  
  RE: *********************** / BBB CASE#: 20588419
  
  Dear **************,
  
  We acknowledge the receipt of the BBB CASE#: 20588419
  
  On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.  
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.  As previously stated, The Home Improvement Agreement between **************** and Home Depot states the Agreement may be terminated by Home Depot at Home Depots convenience. The deposit as well as the refund was returned to ****************. The Home Depot will not be providing any accommodation or compensation.
  
  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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
  
  Sincerely,
  ********************
  Executive Escalations
  Phone: ***********************
  Case: 33606743
  
  

• Initial Complaint

  Date:09/11/2023

  Type:Delivery Issues
  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 placed an online order via my ProXtra account. The order was scheduled for delivery on 09/02/2023. On the day of the delivery I received an email that the delivery was a missed delivery meaning no one was available to receive the order; which wasnt the case. I promptly contacted the store and was told that the truck had come by at 11:15 am and no one was available. I informed them that this wasnt the case and that the truck had never come by. They then gave me a number to contact which connected me to thehomedepot.com staff who told me my issue needed to be handled by the store. After being reconnected to the store again I was told the the delivery truck didnt have room for my order and it wouldnt be able to be completed on the scheduled date. Due to deadlines placed by the homeowner I was forced to send guys to pick the order up in store, which cost my company hours of labor and stalled the job completion. I was also told by the store I would be given a refund for the delivery fee which hasnt been reflected on my ProXtra credit card statement.

  

  Business Response

  Date: 09/29/2023

  September 29, 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 contacted the customer regarding their complaint, they stated that their job was delayed due to the materials not being delivered in a timely manner. We offered compensation due to the inconvenience, and the customer accepted. We followed up with the customer on 9/29 and they confirmed the compensation was 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 #: ********

  Customer 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:09/11/2023

  Type:Service or Repair Issues
  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.

  This is regarding theft - I have come to submit a complaint here because I have spent hours on the phone repeatedly being placed on hold trying to resolve this issue with little to no resolution. I have a Home Depot Pro Extra Account where I purchase materials with an authorized credit card that is kept on file and is picked up and brought to job sites by installers. I am the ONLY authorized user on the Pro Account. Recently I went online to look back at a recent purchase history and started noticing that there had been a bunch of returns done on my account and that Home ********************** was giving out "Gift Cards" for these returns going back to 2021. Once I started going through the history I noticed there are thousands of dollars of gift cards that have been issued for returns. The problem here is that none of these returns were done by me and these gift cards have all been handed out to someone who has been apparently stealing extra materials from my jobsites and making returns to Home Depot in exchange for gift cards. If Home Depot is able to to connect the items returned to my account such that I can see all of them when I log in, and is able to see that all purchases have been made with an authorized credit card stored on file in my Pro Account, there is no valid reason why they should be so carelessly handing out gift cards to a person not listed as an authorized user on the account. This shows an extreme disregard for customer protection and is essentially sanctioned theft. Home Depot gets their product back while allowing a person who did not pay for the items to walk away with thousands in gift cards in their name!! Those with a Pro Account are usually spending many thousands of dollars a year and this corporation owes its customers a duty of care and a basic level of protection for the account holder when handling returns. They essentially have a system that is ripe for theft and the store managers seem to look the other way.

  

  Business Response

  Date: 09/15/2023

  September 15,2023
  
  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 Home Depot team has been informed that our online resolution team has reached out to the customer and explained to her that when a return is made through the pro xtra account, the returner has an option to have refund put back to original method of payment or a store credit. Because these returns were done at multiple stores, most recent store manager has been contacted to request that footage of the return from their store is looked into. The online resolution team will follow back up with the customer once the store manager has acknowledged the email that was sent to the.
  
  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: 33798899

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  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 refrigerator, oven, microwave and dishwasher from home depot. The delivery team for Home Depot has made damaged to my walls. The team also installed the dishwasher incorrectly cause damage to my cabinet. The team delivered a damaged refrigerator I then had to wait almost a week for a new one. The problem was when they came to deliver the fridge they left it in my garage and refused to delivery it to my kitchen. I had to call a moving company and it cost me 300 to bring in the refrigerator into my home. I called customer ********************** and was told I need to file an insurance claim which makes sense for the damaged wall but not for the money Im out to pay someone else for the job Home Depot was suppose to do. I repeatedly asked for the delivery charge to be reimbursed for me which company denied to. I paid for a full installation and delivery and what I receive was nothing like what I paid for. I also paid for a microwave which they refuse to install My order number is Order #WG41276991. I also keeping a dented stove since I dont want this delivery company in my home anymore. Home Depot was no help so Im asking BBB to step in and help. A major store like this shouldnt take advantage of their customers please help. I wasnt able to find a Home Depot in my city so I selected the main Home Depot address. I have the receipt from the moving company but unable to upload it.

  

  Business Response

  Date: 09/12/2023

  September 12,2023
  
  Sent Via Email
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ***********************************************************************************************
  
  RE: ******************************* /BBB Compliant # ********
  
  Dear **************,
  
  We acknowledge the receipt of the Better Business Bureau Complaint # ********
  
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent delivery with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalation team called and spoke with our customer regarding order # ********** on September 12th. At this time, our customer advised she will keep the scratched range and would like to be compensated for the installation of the refrigerator that was installed independently. We offered the customer compensation, and ******************** accepted the offer.
  
  If there is any further assistance needed, please contact ***** at *************************.
  
  With that being said, we have addressed the customers concerns 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
  Phone:***********************
  Reference:33798862