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.
Lately staff at Home Depot have been somewhat nasty in at the ****** Also their stock inventory is off.I made an order twice and the item was never even prepared. They said that they had plenty in stock.
Business Response
Date: 09/26/2023
September 25, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** *****
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 by phone, however, the customer prefers email communication. The Store Manager is addressing the customers concerns.
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: ************
**: 33798532Initial 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.
Transaction date 8/2/23 Amount paid ******* Home Depot committed to providing me with competent workers who would be able to straight lay the vinyl plank flooring product and adhesive, install transitions, re-tack carpet, clean up debris, and final inspect with me the customer.Dispute 1. Home ********************** contracted SP Carpet Pro who had a bad review doing this type of flooring and sent them to my home where at the visit the job went wrong when he cut the carpet at an angle. 2. The Job was not completed and they installed the wrong color carpet after taking a sample to match, 3. The vinyl plank flooring is not straight. This is a very unprofessional job. I want my money back and the carpet replaced.Home Depot **************************** Called and told me that I had 3 options since they were not able to correct the mistake 1. ****** and leave it like it is. 2. I will be able to choose from three carpet samples that might match the existing carpet.Order number H1013-429196.Business Response
Date: 09/19/2023
September 19, 2023
Attn: ******************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Complaint # ********
Dear Sir/Madam,
On ****** of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their credit account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot service team will order new carpet and set dates for measures and install.
With that being said, The Home Depot does not consider this matter resolved and the service ticket will remain open until the customers concerns are addressed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: 33806180Initial 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.
8/29/2023 Order #H0565-326961, Receipt #**************, PO Job Name Refrigerator. Delivery date September 1, 2023. I paid to have a new refrigerator delivered to my hourse and I also paid to have the old refrigerator removed (*****). The Home Depot did deliver the refrigerator but did not set it up or put the handles on. They also did not take the old refrigerator. I am 76 years old and cannot move these appliances on my own that is why I paid. The delivery persons looked inside and said they were not doing anything else and left. They gave me no explanation and were rude.Business Response
Date: 09/14/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *******************************/ BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our ******************************.
The Home Depot has reviewed this case and apologized to Mrs. ******* regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Online Executive Escalation Team have reviewed the customer's complaint and advised that the customer has spoken with the delivery team and scheduled them to conduct a revisit for 09/13/2023, to address her incomplete handle installation concerns. 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 SpecialistInitial 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 will not pursue reimbursement. But I want it to be stated that this business runs in an unprofessional manor.
I hired a truck and traveled to the store twice to pick up and order that they emailed and called saying it was there. Shame on me for going a second time. Now I am out the cost of my hired hand and still have no windows to show for it.
Customer Answer
Date: 09/06/2023
Please see attached. I no longer wish reimbursement.
I will get these windows somehow.
But the unprofessional manor in which they operate has to be address.
I am out many dollars trying to pick these windows up as they have jerked me around twice
Customer Answer
Date: 09/11/2023
Ordered windows from.home depot. Was emailed that they were there. Called to see if they were actually at the store. Called three times.***** two times waited on hold woth no one picking up for over 20 mins each time. The third time they hung up on me. Against my better judgment I went to the store. Windows were not there according to staff. Took down my info. Called me within 12 hours saying they were In fact at the store. Went to store a second time. Could not find windows that they not only emailed but Called and said they were at the store. So I have hired a truck twice to drive to store and pick up these windows. I'm paying him.time.and gas money to go get these windows. Which I still do not have. Unless they ship them to my home and offer me a discount. I do no feel satisfied with this company in that they have taken time.away from my life as well as the financial burden of trying to pick up some windows from them. And I know I am not the only person in this situation from.this store.Business Response
Date: 09/12/2023
September 12, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************/BBB Case #********
Dear **************,
?
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
?
The Home Depot has carefully reviewed all information pertaining to the matter. We have escalated the customer concerns to our ****** Executive Escalations team. Our team will contact the customer to work towards a resolution.
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 #********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.
Order number WM45921848. The very first time I tried to use my debit card it said it was unable to verify with my bank. I tried it two more times and it went through. except on the last try it auto corrected my town even though I put ************ as my town five times and I pressed use this address. it auto corrected it to ********* *********** contacted Home Depot customer ********************** to ask if they can make the correction on their end. the guy told me he could not and the only thing I could do is cancel the order. so I canceled the order and somehow I could not place a new order after 2 hours of trying to online and even talking to customer ********************** reps. the website is god-awful and their customer ********************** is even worse than that. At 10:35 pm Central Time, ***** the last customer ********************** rep I wasted time talking to purposely did not put me through to the brief survey like I asked. she waited on the phone for 5 minutes without saying anything and put me through to a different department so that I wouldn't be able to take the brief survey. So now I have to wait 3 to 5 business days for my refund for the canceled item when my card did get processed because their autocorrect put in the wrong town. they refused to correct it over the phone. as well as wasting time talking to customer ********************** rep ***** who purposely did not allow me to take the brief survey and put me through to a different department. They definitely need better business practices.Business Response
Date: 09/15/2023
September 15 ,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 regarding their order.
Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Escalations team called, left a voicemail, and emailed our customer on September *********, 13th, and 14th regarding order # WM45921848. A refund has been processed,and we provided this information via telephone and email. We asked for a returned phone call or acknowledge that the refund was received via email. At this time, E.V. has not responded to neither.
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: 33785909Initial Complaint
Date:09/10/2023
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 8-3-2023 I purchased a Whirlpool dishwasher. In the purchase I included delivery-installation and hauling of the old unit. The first delivery it was damaged.. It was rescheduled a week later. . The second time it was delivered, the tenant showed the delivery people the electrical box to turn off the power. They would not install it. They rescheduled for a week later. I called the store manager at the Home Depot at ******************* ** to tell them that this was not acceptable. I called corporate customer ********************** and was told the same thing. I was told on Monday it would be installed. That Monday came and it nobody showed up. I called and was told that the tenant had cancelled the order. THAT IS A LIE. I, the owner and the purchaser of the dishwasher was the only communicator. After calling the store again, they did send someone after 3 days. BASICALLY, I waited 3 weeks to have a dishwasher installed from the date that I was promised. The tenant had to be at the apartment 6 times to accept the installation and delivery lost time from work. Next month his lease expired and I did not look good when I told him that I had purchased the dishwasher on 8/3. I had to give him $200.00 for the loss of his time from work.This is UNACCEPTABLE. Not only did I pay $740 for the dishwasher but I had to compensate the tenant. He might not extend the lease due to this fiasco and I had to give him $200.00 for his trouble.The store manager was awful at assisting with this issue. I was told 2 days that they were working with the delivery to escalate the issue and at the end DID NOTHING. Corporate Customer ********************** DID NOT DO ANYTHING BUT LIED AND CAUSED FURTHER DELAY.THIS IS NOT CUSTOMER **********************. Within the last 6 months I have spend $6,000 on my Home Depot card. I would like to be compensated for the $200 given to the tenant to be at apartment to deal with the delivery 6 times.Business Response
Date: 09/18/2023
September 18, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************************
RE:*********************************** / BBB Case #: 20583324
Dear *************:
We acknowledge the receipt of the BBB Case #: 20583324.
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 partnered with ***************** who processed a partial refund back to the customer's Home ********************************************* card as requested. The customer was advised to allow 3-5 business days for the credit to reflect.
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.33786004Initial Complaint
Date:09/10/2023
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 saw an add on Home Depot's website ,and I placed an order, WG39058293, on 7/29/23 for $212.93. The money was taken out of my account. at the point of pu,rchase, the options were either pickup in the store closest to me, albeit 120 miles away in ***********,. or be delivered for free. I chose free delivery. I was sent messages that it would be delivered on the 11th, then the 16th, then the 28th. I've contacted customer ********************** twice, and they first say they don't know what's going on, then they say it's not in stock and I can wait 3 to 4 weeks or get a refund. Then they mention I. got it at a good price. I believe they don't want to honor their side and just hope I'll ask for a refund. Their website says they have them in stock, and I've asked if i could just drive down and get in from the store, as it was originally offered.Business Response
Date: 09/13/2023
September 13, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: Genesis ****** / BBB Case #: 20582876
Dear **************:
We acknowledge the receipt of the BBB Case #: 20582876.
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 issued a full refund back to their original payment method. As a customer **********************
gesture, the team sent the customer a gift card toward a new purchase, to which they accepted.
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. ********Initial Complaint
Date:09/10/2023
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.
Please see upload of supporting documents.Summary:***** (** salesperson) came to our house to talk to us about buying window from **. We sat at our dining room table and he went over the cost of the windows. We explained to him we were going to be selling the house next year and were attempting to fix areas of the home that needed to be repaired. We discussed what we wanted and he wrote up an estimate. He then went over the contract with us. As he went down the contract, he would check off what he spoke about. However, he missed the second sentence of one of the statements which stated the blinds may not fit after windows are installed. Instead he focused on the first sentence which was that we would need to remove anything around the windows by 4 feet. He looked at our large windows (two by the dining table with blinds) and said the installers would need room to put the new windows in, etc. He went into a little detail about what the installers would need us to do. He never said anything during the conversation that the blinds may not fit after the window installation. If he had, we would of stopped him right there and not have bought the windows. For two reasons: One we had just purchased the blinds the year before due to the excessive heat and they were expensive and a lot of work to hang, two we would of waited to change the windows out till the following year because then having blinds or not having blinds would not have mattered or purchased windows that had a thinner frame. Once he finished we signed the contract (thinking/trusting we over everything) and talked about when they would come to measure/installation. The gentleman came out to install the windows. They removed two of the larger windows right away and put in the new windows. I remember looking at the new window and realizing that there would be NO way the blinds would fit. The hardware was too big. It stuck out by an inch or more and there was no way to put the screws in because they were further out and had nothing to s**** into. I called ***** immediately and asked him why he did not say anything. He replied by saying they would fit we would just have to put a valence up. This really upset me because they would not fit and they would look awful sticking out that far even if I could figure out a way s**** them in. I told him if he would of told us we would just waited or buy from another company that had smaller window frames. He then stated it was standard in business that all window companies sold that size frame. Of course after talking to a neighbor who had her windows installed two years prior I realized that ***** had not told the truth. I called the ** and spoke to *********************** over the phone. Later she called me and said we had signed the contract which it stated this may happen. I told her **************** said that to us and we not have a copy of the contract in front of us. We had trusted he went over each point on the contract as he checked them off. My husband and I are not foolish and we would've picked up on that right away if he would of stated the blinds may not fit. We have been to ** and Lowes: Both sell blinds for the windows we had installed. But they are Twice the price or more as the blinds we originally purchased. ?Business Response
Date: 09/14/2023
September 14, 2023
Sent Via Email
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: *******************/ BBB Case #: ********
Dear ***************:
We acknowledge the receipt of BBB Case# ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her blinds.
The Home Depot has reviewed this case. We have contacted the Field Team, who provided us with an update. Based on the pictures submitted by the customer to identify the blind type the team initially offered the customer $60 per blind, but then revisited and offered the customer $80 per blind, which they deemed fair due to the same blind being less expensive with the Home Depot buy more save more program. The customer was sent a final offer letter providing compensation based on this amount.
With that being said, The Home Depot does consider this matter closed. If the customer needs further assistance, please have them reach out to the agent assigned to their case.
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 - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #:33786070Initial Complaint
Date:09/10/2023
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 went to Home Depot in *************, *********** to purchase an Electric Cooktop (Order # H6210-324275) in July 5, 2023.We met with the Appliance Specialist, *************************, and provided the size specifications of the items we wanted a 33-inch Cooktop. She informed us that though Home Depot does not sell a Cooktop of our specification, what other customers do, and we should do, is purchase the 30-inch Cooktop and use two panels to fill the remaining 3 inches gap. Since she is the Appliance Specialist, we accepted her recommendation and bought the 30-inch Cooktop as recommended for $540.83 together with two recommended panels.We agreed on the delivery date of August 9. Accordingly, we contracted an Electrician to install the appliance on August 10, knowing fully well that the Cooktop could be non-returnable after 48 hours. *************** showed up on the arranged date of August 10 for the installation. However, because Home Depot had unilaterally changed the delivery date to August 17, we were not able to make an immediate arrangement for an Electrician to install the Cooktop. When four days after delivery, we were able to get the Electrician to install the Cooktop, he informed us that the size of the Cooktop was too small, and that the panels cannot be used to fill the 3 inches gap.There are two issues:Home Depot Appliance Specialist misled us to believe the 30-inch Electric Cooktop would fit.Home Depot changed the delivery date, thereby preventing us from utilizing the services of an Electrician to ascertain the Electric Cooktop will fit (or not fit) within the stipulated 48 hours.We made efforts to return the Cooktop to Home Depot on August 22 but they refused to accept it. We offered to exchange it for a larger one (a 36-inch Cooktop), but they also declined our offer. We have absolutely no use for the 30-inch Cooktop. We, therefore, hereby make the request that we should be allowed to return for a refund OR exchange the Cooktop.Business Response
Date: 09/26/2023
September 25, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************************
RE:***************************** / BBB Case #: 20582012
Dear *************:
We acknowledge the receipt of the BBB Case #: 20582012.
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, who confirmed **************** approved their return request and issued an e-gift card for their experience.
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 (Faith @*************************). 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.33786032Initial Complaint
Date:09/10/2023
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.
Today sept 10 at 8:50am pacific i called home depot to check on a purchase delivery because it was showing pending. I spoke to *********** or something like that. She gave me the purchase delivery date. Then I asked her what kind of cord came with my range. She put me on hold and said it was a 3 prong cord. When I asked her for more specifics so my electrician would know what plug to install, she said I had to call the vendor. I asked her why? I bought a power range cord from HOME DEPOT, so HOME DEPOT SHOULD TELL ME WHAT I BOUGHT. She started giving me major attitude, telling me that "it's a sunday and don't bring negative energy." I was appalled at her customer **********************. I recorded this phone call as evidence to her unprofessional behavior. She lliterally started yelling at me, and next thing you know, we were yelling at each other. I have been a home depot customer for over 20 years. This woman ********* or whatever, needs to be fired. The way she spoke to me makes me NEVER want to buy anything from you again. And I bought this item with my X Pro account expecting better service. This customer ******************** is completely unacceptable and I want a refund for the stress and anxiety this caused me today. And if home depot sells an item THEY NEED TO HAVE ALL THE DETAILS OF THE ***** ME CALLING THE VENDOR TO FIND OUT WHAT KIND OF CORD I BOUGHT FROM HOME DEPOT IS COMPLETELY INSANE AND SCAMMY.Business Response
Date: 09/21/2023
September 20, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *************************** / BBB Case #: 20581935
Dear **************:
We acknowledge the receipt of the BBB Case #: 20581935.
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 sent photos of the power cord and out let needed for installation. As a customer ********************** gesture, the team issued a gift card, to which the customer accepted.
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: 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,
***************************
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