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:09/11/2023
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 attempted to return some products to the ****** Home Depot, and I have a receipt dated Jan 28, 2023. The products are in new condition, in their packages unopened and are as new as the day purchased. I attached the pictures of the products and the receipt. Home Depot refused a refund, and offered store credit only. I advised that I don't need anything, however they refused to try any further. Home depot can't keep my money and get the products back that they can resell, and only issue me a card that I cannot use. Home Depot still carries the products I purchased and they would simply go back on their shelf.I heard their "store policy" explanation, I don't accept it. I want a REFUND, not a store credit card I won't use.
Business Response
Date: 10/06/2023
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 in partnership with The Home Depot ******** Executive Escalation Team has reviewed the customer's complaint and advised that the local store has reached out to the customer via telephone and email to assist them in performing his refund. The Home Depot strives to provide a positive customer experience. We regret this customer experienced inconvenience and frustration regarding the matters surrounding his attempt to refund a product. We believe we have done what can be reasonably expected to address this customers concerns, by assisting them with their return and we hope they will afford us the opportunity to meet their home improvement needs in the future. 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 ESTInitial Complaint
Date:09/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9 Sept 2023 at *************************************************************************** the $ amount identified below and the cashier (RMANI) did not give me the military/veteran discount; even after attempting to show her the ** Card She called over another person and stated that the discount process had to created on line. My concern with that process is that older Veteran's *** not be tech savvy and in other Home Depot Locations (*************** in *********) has a app that the personnel can use to apply the discount on the register. I am a Veteran with 40 years of Service in the ***************** and the cashier did not give me the military/veteran discount. I have provided my military ** and the receipt for the transaction identified above.Business 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 is working on alternative solutions for our customers without smartphones or computers, as we do
understand not all customers can use these devices. Our store associates are empowered to help receive the discount at
the register, I will be assisting our customer to resolve this matter.
With that being said, the Home Depot is in the process of resolving this matter.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.
The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:09/11/2023
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.
Hello,We would greatly appreciate your advice and/or help in resolving our situation with Home Depot damaging our kitchen due to improper dishwasher installation but offering completely inadequate compensation for repairs.We bought a dishwasher and installation services at Home Depot in June 2022. The installation was faulty, resulting in water damage to the property. Moreover, the installation crew damaged the granite countertop around the kitchen sink. As a result, we need to replace all the granite countertops (perimeter and island), backsplash title, under sink cabinet, and reface the rest of the cabinets to match the style/color of the new one.Home Depot promised to compensate us for emergency plumber expenses of $176.62 and property damage. However, we were never compensated for plumber expenses. And for property damages, after six months of back and forth with ********, Home Depots claim administrator, in January 2023, Home Depot offered us $15,331.82 while quoting $74,594.00 to repay the very same damage!In the spirit of compromising, we found a couple of local licensed contractors who provided low-priced quotes of $38,215.00 and $37,110.00 and submitted these quotes to Home Depot/******** in June 2023. These quotes were rejected as excessive with cost of repair.We even offered Home Depot to repair our kitchen without paying anything to us directly, but they dismissed this option.It has been a year and four months since we bought the dishwasher, yet there is no resolution. All this time, our emails and calls were ignored, and we had to follow up a dozen times on each request to get any response; the claim process was dragged to force us to give up; and we were outright lied to and misled by Home Depot and their representative *******************, we are trying to find consumer advocates and journalists who can help us reason with Home Depot to find a reasonable compromise resulting in our damaged kitchen repair.Business Response
Date: 10/06/2023
October 6, 2023,
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/BBB Case #********
Dear **************,
?
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
?
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. Our online team has collaborated with our Internal Claims Team to review and assess the situation and determine the next steps toward a suitable resolution. Our investigation is ongoing, and our online team has kept the customer informed with all the latest updates. Our team is committed to working with the customer until the matter is resolved. Should the customer require additional assistance, please advise them to contact ***** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
?
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********Customer Answer
Date: 10/09/2023
Complaint: 20586994
I am rejecting this response because the response from Home Depot contains several factual errors.First of all, it was me who contacted their executive escalation line in September 11, 2023. It has been month since then and still I don't know the path forward for Home Depot to remedy the situation.
Second, the communication from Home Depot were limited and they were unresponsive. I had to follow up a dozen of times to get responses. And yet, they did not communicate the timeline for resolution.
The bottom line is that after 15 month Home Depot damaged our kitchen and one month after we escalated to the executive customer support line, we still don't know what exactly Home Depot is doing to remedy the situation other than that their internal claims team is reviewing our case.
Sincerely,
***********************
Business Response
Date: 10/17/2023
October 17, 2023,
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************************/BBB Case #********
Dear **************,
?
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
?
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. Our online team has collaborated with our Internal Claims Team to review the situation. The customer has hired a public adjuster to reassess the damages, and our team is waiting for the customer to provide the estimate so that the Internal Claims Team can assess the situation and determine the next steps. Our team is committed to working with the customer until the matter is resolved. Should the customer require additional assistance, please advise them to contact ***** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
?
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********
****************
The Home Depot - Customer Care
Resolution Expediter Executive Escalations
************************
Please contact ********************************* at ****************************************** in my absenceCustomer Answer
Date: 10/18/2023
Complaint: 20586994
We are still waiting for the public appraisal's report and the issue has not been resolved yet. So please do not close this complaint. Thank you.
Sincerely,
***********************Business Response
Date: 10/23/2023
October 23, 2023,
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************************/BBB Case #********
Dear **************,
?
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
?
The Home Depot has carefully reviewed all information pertaining to the matter. As previously mentioned, The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. Our online team has collaborated with our Internal Claims Team to review the situation.The customer has hired a public adjuster to reassess the damages, and our team is waiting for the customer to provide us with the estimate so that our Internal Claims Team can assess the situation and determine the next steps to an appropriate resolution. Our team is committed to working with the customer until the matter is resolved. Should the customer require additional assistance, please advise them to contact ***** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
?
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********Initial Complaint
Date:09/11/2023
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 never experienced a situation like this where I have needed assistance from the BBB to resolve. I ordered a ******* washer and dryer through Home Depot online order number WJ39565426. The washer and dryer were delivered to our home on Saturday 9/9. The delivery drivers placed the stackable washer and dryer with out asking us exact location and then asked my husband to sign for the delivery. He signed and also asked that the drivers move the unit over 2 foot as it was not in the correct position. Instead of picking up the 380lb unit they slid it on our brand new tile floor destroying our flooring. Immediately after the damage occurred we asked the drivers to remove the washer and dryer from our home as we will not be accepting it due to damage caused. The drivers ran told us we would have to contact Home Depot and refused to take the equipment. I immediately called Home Depot while the drivers were backing out of my driveway and spent over 5 hours on the phone with them asking that they return to my home and pick up the appliances and provide me with a credit. I spoke with numerous people at Home Depot, and they in are refusing to honor my request. According to Home Depot return policy posted online the drivers should have removed the washer and dryer from my home on Saturday when I asked them to do so. I have not used the appliances and need them picked up from my home and a full credit issued. I am asking that this be taken care of immediately. I am shocked by this experience and have never been treated so poorly by a company.Business Response
Date: 09/22/2023
September 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *********************** / BBB Case #: 20585999
Dear **************:
We acknowledge the receipt of the BBB Case #: 20585999.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations Team contacted the customer in apology for this experience and advised that they'd partner with the manufacturer regarding the return request. The manufacturer agreed to pick up the unit on 9/26/2023 and will process the customer's refund upon its return.
With that being said, The Home Depot is in the process of addressing our customer's concerns. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its 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. 33798636Initial Complaint
Date:09/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/24/23 I ordered a 48 inch home decorators vanity and on 8/30 I was supposed to have it delivered. Well, shortly after delivery I received a call from the warehouse to check the model and size because they have another one with my name on it. Sure enough, the incorrect vanity was delivered except this was a 60 inch, 320 pound vanity that is now taking up space in my garage. It was moldy on the cardboard due to water damage and theres spots on the vanity too. I called immediately to get this sorted out. On the morning of 8/31 I got a call from a delivery company that said they would only pick up on Wednesdays, which is the only day Im not available. Since then, I have been calling both Home Depot and the new carrier nonstop to get this thing picked up and I still dont have a date that works for me. I was assigned 9/13 but that wont work. It has been two weeks of give nonstop 48 hours to call back and it hasnt happened. I still do not have a pickup date.Additionally, I placed a second order of the exact same vanity so I could get it in time for my project. With a delivery date of 9/9. On 9/6 I got a call that it would be delivered 9/7 between ****. There was no delivery attempt made at my house but, the company marked it as attempted and still hasnt reached out to reschedule and Home Depot reps do not know who to contact to reschedule. So after ordering this vanity nearly 3 weeks ago I still do not have a pickup date that I can actually work with, or a delivery date. I have spent countless hours on chat and phone calls begging to get this sorted out and each time they blame the delivery company and tell me someone will call from them. It never happens. I want my vanity and I want this big and stinky vanity out of my garage. This has been a horrible experience and I am exhausted about having to fight for this vanity.Business Response
Date: 10/06/2023
September 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ********************* / BBB Case #: 20585952
Dear **************:
We acknowledge the receipt of the BBB Case #: 20585952.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations Team contacted the customer in apology for this experience. Additionally, the team confirmed the current item was returned and the customer's new order was picked up on 9/21/2023.
Under the circumstances, The Home Depot has performed due diligence in this matter and considers this case closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (**** @ *************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its 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. ********Customer Answer
Date: 10/09/2023
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: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 to Home Depot on 8/28/23., #wj39365879. I Was charged $1972.62. The order was sent to the wrong store. I called to correct this. Was told ** get a refund and a new order was initiated to be delivered to the correct store. The new order number is cm45204364. On 9/10 I was charged $1927.84 (there was a price drop) for the new order. I received an email from Home Depot informing me that the order will be ready for pickup, again from the wrong location. I called Home Depot on 9/10 to check on the order. I was told that since my order wj39365879 was cancelled, I should have gotten a refund of $1972.62. Since I did not receive that refund one was initiated on 9/10 and I was told that the order was being sent to the correct store. . On 9/11 I was charged again for $1972.62. Merchandise has still not been received. No refund has been received. Im due a refund of $3945.24. And will never shop at Home Depot again.Business Response
Date: 09/27/2023
September 27, 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. The Home Depot partnered our Online Escalations Team, who contacted the customer regarding their complaint.The customer stated a partial refund was received but funds were still being held from the first order. We advised the customer to contact her financial institution to get the funds released. The customer confirmed on 9/27 that their financial institution released the authorized funds, and they've now received the full refund amount.
With that being said, The Home Depot considers this matter closed due to lack of response.
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: 09/28/2023
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: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 Hampton Bay Designer Series kitchen cabinets online from Home Depot in February 2023. The order whole order was to be delivered by the end of March. Within the first delivery attempt, 12 of of 34 cabinets arrived damaged. Through the course of returning and reordering the cabinets, a total of 27 items arrived damaged. The final piece was picked up on July 20, 2023. None of the items that we have kept are damage free, we just needed to start keeping something because we had no kitchen for months. During the course of this process, there have been many conversations with the Home Depot company that resulted in errors to our order and we even have a delivery driver hit our basketball hoop during one of the deliveries (a claim was created and solved). On April 10, 2023 at 2:10PM, a customer ********************** rep named ***, told us to call Home Depot corporate once we received all of the items and request money back. When we finally received all items at the end of July, we called and spoke with a resolution specialist named **** who could not help us so we were told that a manger named *** would call us back. When the manager did not call, we called back and spoke with ******* who also couldn't help. She said that a manager would call us back and no one ever contacted us. The local Home Depot store will not help us because we placed the order online, and no one from corporate is helping us either. We did not buy scratch and dent cabinets, we did not buy cabinets off the shelf, we ordered mid-grade cabinets and were given very low quality and damaged items. We would like a partial refund for receiving damaged product. We have supporting documents of the damaged items and the customer ********************** communications but the file size is too large to attach to this complaint.Business Response
Date: 09/13/2023
Tell us why here...
September 13,2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, ********************************* 30303
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 regarding their recent online purchase.
Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team reviewed the customers order, contacted the customer via email and telephone to acknowledge receipt of the complaint. At this time, we offered the customer compensation, and ****** accepted the offer.
Should the customer have any additional questions/concerns or need further help, please recommend they contact the online agent assigned to their case ****** 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: 33798873Initial Complaint
Date:09/11/2023
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.
Hi purchased this outdoor carpet from Home Depot on April 10, 2023. Within 30 days, the carpet did not look the same. The light blue fibers in the carpet came up and made the swirling design that you see in the picture. It left blue fuzz everywhere and out into my yard. Home Depot sells this traffic master indoor outdoor carpet. I contacted them for assistance. They have been calling and emailing **** manufacturing that makes traffic master carpet to no avail. I personally have been calling and emailing their claims department for months and cannot get a response to my emails and the phone system cut you off without being able to speak to anyone or leave a message. I have purchased this traffic master carpet before and it lasted for years. Evidently this batch they produce was faulty, and I would like to have my money refunded to me. Home Depot has offered to replace the carpet but I do not want to go through the trouble of pulling the old up and replacing it with more faulty carpet at this point. Please assist in getting some type of response an action from **** manufacturing.Business Response
Date: 09/14/2023
September 14, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***************************/BBB Case #********
Dear **************,
?
We acknowledge the receipt of the *************** Consumer Complaint #********
?
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
?
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their inconvenience. Both the manufacturer and our **************** Home Depot have contacted the customer and provided the customer with a refund. Should the customer require additional assistance, please advise them to contact ****** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
?
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case #********Customer Answer
Date: 09/14/2023
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: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 order the ***** on August 24,2023 we received the Batteries and Charge and the Trimmer , But we never did received the 3-Pack of Spools and We contact them On Tues Sept.5,2023 and they told us to called Ryobi ************** and we did and give them PO # ********* and we did they give it to the warranty department and We call back again today Sept 11,2023 and they wanted us the pack everything back and send it back in or call Ryobi again at this number ************** they are just pass the buck around and they are not doing there job we need the 3-pack of spools ASPA but they are just giving us the run aroundBusiness Response
Date: 09/15/2023
September 15, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *********************** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their online purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team researched the order, contacted the customer via telephone, and offered an e-gift card for the inconvenience; the customer accepted. Home ********************** confirmed the e-gift card via email and encouraged the customer to contact their Online Executive Escalations case manager, ********, directly at ************************* should they need additional assistance.
With that said, we have addressed the customers concerns and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations Representative
Office: ***********************
Reference Number: 33798706Initial Complaint
Date:09/11/2023
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 ordered this product from Home Depot. *** delivered it to the wrong address. *** left a photo of the door that it was delivered to. That is NOT my door. The *** website only lists a "problem resolution" form to fill out. I called Home depot and they told me that I had to go through my credit card company and file a dispute! This is absolutely abusive. I offered to send a picture of my front door which is completely different then the front door this was delivered to but they said I still had to go through a whole dispute resolution process!So I, in good faith, ordered a product from Home Depot. They sent it through *** who delivered it to the wrong address which ANYONE could tell by the difference in my front door and the front door it was delivered to. Instead of Home Depot demanding that *** resolve the issue by picking up the product and delivering it to the right address- MY address- they are basically making ME go through a complete hassle to get my product or a refund. And, to be clear, the address I supplied and which was available to Home Depot and *** is the correct address to my house. I don't know whose house they delivered MY product to.(The total order is for the product and an extended warranty.)Business Response
Date: 09/25/2023
September 24, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 30303
Re: *********************** / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his delivery.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. ****** regarding his delivery. The customer has advised that a refund has been processed. The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********
Regards,
*************************
Resolution Expeditor | Executive Escalations
*****************************************
*************************
Schedule: Mon Fri 9:00 AM-6:00 PM EST
In my absence, please contact ************** at ext. 85774
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