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
- 11,868 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:09/10/2023
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.
Dear BBB,On July 10th I bought 530 stepping stones from Homedepot (order no: 2651-00008-00142) as a store pickup order. But, immediatelyI have requested to change the order to delivery. When I requested it, the sales person did something and created a new order2651-00019-09596. Stones were delivered to home. While using them I found a couple of broken stones. When I called home depot they said they could come and pickup and return the money. And no pickupfee, it would be free pickup. I told them that after finishing the projectif morestones are left I will be sending them along with broken ones. Since I don't know the actualcount I told it would be around 72 stones.After finishing the project, I found that the total left were 123 along with broken ones. I called the Homedepot store and informed them. They have updatedthe their notes with the information I have provided.On July 29th stones were picked up from home. After getting stones home depotprocessed my return but they didn't give a full return. I only got 38$ instead of 184 dollars. Also they charged me 79$ restocking fee (which theyare not supposedto charge).I have followed up with them 15+ times, visited ******* and Bellingham stores 10+ times for my refund. EverytimeI go new manager and new people will be there and I need to explain the issue. After a couple of visits I got a partial return. Still I need to get my 79$. Homedepot store says they opened the IT ticket and followed up. They have opened 4 or 5 tickets.They have updated all comments thatI explained here in my order. Homedepot can look into the order.It is not acceptable. To get my refundI have gone through a lot of pain and still didn't get full money back. drive to local store 10 times, 3 times with online, and follow up 10+ times with local store. I need to get my 79$ and homedepotneeds to componetate struggle I went through. And make sure, other customers would not face this kind of issue.Thank you,**********.
Business Response
Date: 09/14/2023
September 14, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
****************************************************************************************************
RE:Venkateswerrao **********/ BBB Case #: 20581371
Dear *************:
We acknowledge the receipt of the BBB Case #: 20581371.
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 Executive Escalations Team contacted the customer in apology for this experience. As a one-time accommodation, the team issued a gift card for the inconvenience, to which the customer accepted. Additionally, the Executive Escalations Team partnered with ***************** who issued a cash refund to the customer on 9/13/2023.
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
The Home Depot - Customer Care
P:*********************** | F: ************
Case No.33786041Customer Answer
Date: 09/16/2023
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.Thank you for helping me out.
Sincerely,
Venkateswerrao **********Initial Complaint
Date:09/09/2023
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 been very disappointed with Home Depot's delivery and installation services as of late.The first case involves an order I placed for an oven and cooktop on 08/29/23. Order #s: WM44802576 and WM44799592. Delivery and installation were scheduled for 09/01/23. I received a voicemail that day, informing me that the deliverymen couldn't locate my house. I called and attempted to guide them to my house, as I had taken the day off for this delivery and installation. My attempts were in vain, as the deliveryman hung up after telling me that the delivery day had been rescheduled. I cancelled the order and searched out another company to provide the appliances.The second case occurred today. My daughter, *************************, in ******, **, ordered an ** Washer and Dryer to be delivered and installed today. The delivery men informed my daughter that they could not shut off the hot water valve, and that a plumber was needed to provide this service. Since my daughter works during the week, a plumber came to the condo today, Saturday, and found NO problem. The fee for his evaluation: $347.11. When my daughter informed Home Depot that no problem was found, she was offered $150 as reimbursement. I believe that Home Depot owes us the remaining $197.11. Installation of the washer and dryer is supposed to take place 09/14/23. The Home Depot warranty covers for problems found within 48 hours of delivery and installation. The installation has not taken place. We want to make sure that the warranty begins with INSTALLATION. Home Depot, via phone call, could not provide this guarantee.We will never do business with Home Depot again. Their lack of attention to the time involved, and financial resources, of their customers reflects the overall deterioration of our Country at large, sadly.Business Response
Date: 09/21/2023
September 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ***************************** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer and provided the following updates to further assist. Plumberpro was contacted and advised that all emergency service calls are done over the phone to determine if the issue needs immediate attention from the on-call team. They advised that the customer said there was a leaking valve. They highlighted that the valves worked, and the plumber offered to replace them, which was declined. The customer was emailed to inquire about the "valve leaking" that was mentioned over the phone with the plumber. We offered and $100 gift card and advised the haul away can be done at a later date or cancelled. We also shared attachments regarding the policy for built-in appliances, from our website and the links in her emails. We also shared that since the recommended action was not taken, the team may not be able to install the washer as expected.
The customer emailed again to confirm that the washer and dryer were successfully installed and her dissatisfaction again with us sending the gift card to her daughter and that she feels like we are placing the blame on her and "covering for our employees."
We reviewed the order and observed that the delivery team was at the customer's home; the ****************** was completed successfully. The delivery team provided POD photos. The customer was notified that the gift card was sent to her daughter, ****** because her info was on the order. The amount was specifically related to the plumber incident, which the customer did not previously inform us was paid for by her.
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: 09/23/2023
I'm impressed with the amount of time that Home Depot has spent on addressing my complaints. I wish that as much attention could be given to the customers who ordered appliances, took the day off to be home when the appliances were expected to be delivered AND INSTALLED. The last appliance I purchased was a dishwasher that was delivered and installed. I had NO idea that installation is no longer a guaranteed process after purchase with Home Depot.
My daughter was told by the delivery/installation team that the hot water valve was "stuck" and they did not want to risk a leak should the valve break when installing the washing machine. I do not know exactly what my daughter told the plumber...as there was no leak at the time. A RISK OF A LEAK was the issue. The plumber confirmed that all was okay. Given that assessment, my daughter decided not to replace the valve. The bottom line is that: 1.) My daughter had taken time off from work for the machines to be delivered and installed. 2.) She was told that a plumber needed to evaluate the valve 3.) Installation was rescheduled for another day 4.) The plumber informed my daughter that the valve was functional 5.) Approximately $350 was spent for a plumber to tell us that all valves and lines were okay (Home Depot refunded my daughter $150 at this point in time) 6.) A second Home Depot team installed the washing machine without any problems, nor concerns, a week later (more time taken off from work by my daughter.)
For all of these issues, my daughter was offered an additional $100 gift card. I asked that it be sent to me, as I had paid for the plumber's evaluation.
What I have learned from this, and my own experience: 1.) Home Depot may not install an appliance purchased, but will deliver. 2.) When attempting a delivery, if the address used is not correct (although the correct address was provided by the customer), the delivery person will call the customer, but is not allowed to talk while driving. The customer is not allowed to attempt to correct the address information...they just have to accept the fact that the delivery has been rescheduled... regardless of time taken off by the customer from their normal activities that day 3.) From now on, I will purchase appliances from businesses that are trained to deliver AND INSTALL all appliances. I will also make sure that if given the wrong address, the delivery team can speak with the customer in order to correct the address...so that the process can take place on the day originally scheduled...not a week later!
I wish no further communication with Home Depot. ****** learned. TREAT OTHERS AS YOU WOULD LIKE TO BE TREATED...BASICALLY.
Initial Complaint
Date:09/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order for a refrigerator with Home Depot (order# WM44961902). In the order details, this refrigerator is listed twice as having an ice maker as a feature. When the refrigerator was delivered, however, it did not have an ice maker. I was informed it is sold separately. I was then shown where elsewhere in the listing, there is a statement saying "Ice Maker Ready". Despite the listed features of the product explicitly saying twice that it has an ice maker, Home Depot's customer ********************** said they would only provide the ice maker via a separate purchase. I simply want the ice maker provided and installed by Home Depot as it was a listed feature of the product at the time of purchase. I feel this is at best, an oversight in how they listed this product. At worst, blatant misrepresentation/false advertising with the intent of getting more money out of their customers due to a sunk cost on the product that arrives without the listed features.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 reviewed the product on the website, and it states that an icemaker isnt included. We called and emailed ****** on September 11th regarding order # WM44961902. At that time, we offered the customer compensation to assist with purchasing an icemaker (model # IM117000), provided under the product details, and he declined 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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Reference:33785884Initial Complaint
Date:09/09/2023
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.
Purchased date 8/10/23. I bought some flooring on my debit card. I went to return 7 of the 72 boxes, and your customer ********************** and I&T tier 2 can't come up with the correct amount that should be refunded back to me with taxes. Customer ********************** gave them the correct amount of $471.74 but when they put in the tax percentage, it keeps giving them wrong amounts. As of 9/9 it was elevated to tier 2 for I&T, and , now we are up to $1,200.00. I talked to ********* in customer **********************, wonderful person that has been trying to get this corrected. It is now being elevated to tier 3 and she told me it will take around 10 days to be resolved, which would put me at 15 days now. This is unacceptable. I paid with a debit card, they got paid, so I should not have to go through this. They are also holding at the store the 7 boxes of flooring. Order number H3885-156854Business Response
Date: 09/21/2023
September 21, 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 her refund request.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ******** regarding her request. The customer has advised that she has received her refund. 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# ********Initial Complaint
Date:09/09/2023
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 have been a Home Depot customer for decades and have now had my worse purchase experience ever with your company. Home Depot authorized deliverers installed a refrigerator in my home today 9/9/2023 with a power cord that was damaged/******** places showing clear cut and exposed wires. They plugged this damaged power cord into a wall leaving me with a very serious fire hazard. They should have immediately noticed this since theyre the ones who handled the power cord to install the appliance. They very quickly left my home with a product that could endanger me and my family; they left so fast it made me suspicious. Is it too much to expect those working with or authorized by Home Depot not to put customers health and safety in jeopardy?? Add to this a customer ********************** rep who did not or could not fully address all of my concerns related to this matter and who ultimately just made the experience that much more of an inconvenience. At the end of the day I have a Home Depot delivered and installed appliance sitting in my home that cannot be used because it is a fire hazard. To restore my faith in your brand, I am requesting that responsible management contact me to ensure this matter is resolved to my satisfaction including a full refund and full address of all of my other related concerns.************************* ************ Order number: WM45042254Business Response
Date: 10/12/2023
October 12, 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 partnered with the Online Escalations Team, who contacted the customer regarding their complaint. We scheduled a return of the defective refrigerator, and advised the customer they would receive a full refund. The customer accepted the resolution, and the refund was processed. We advised the customer the refund can take 3-5 business days to process.
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: 10/13/2023
Complaint: 20579352Home Depot responded that I received a full refund but I did not. I received the cost of the appliance minus a $50 delivery fee. I was not refunded the $50.
Sincerely,
*************************Business Response
Date: 10/25/2023
October 25, 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 partnered with the Online Escalations Team, who contacted the customer regarding their complaint. As previously stated, we scheduled a return of the defective refrigerator, and advised the customer they would receive a full refund. The remainder of the refund was processed 10/25 and we notified the customer via email. The refund can take between 3-5 business days to reflect on the customer's account.
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 #: 34005619Customer Answer
Date: 10/27/2023
Better Business Bureau:
I received the remainder of the refund and am good with closing complaint ID ********.
Sincerely,
*************************Initial Complaint
Date:09/09/2023
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 August 12th I ordered a wood splitter from Home Depot (Order WM43320291 ) with the expected delivery date of August 21st. This delivery date was acceptable to me as splitting and storing my firewood is time sensitive before the weather becomes inclement. I watched the tracking information as the wood splitter was initially transported from ********** up to ********** where I reside. The transport was completed and the splitter arrived at ***** Express facility, a third party contractor, on August 22nd. After the wood splitter sat at this facility for approximately two weeks, I made contact with the Home Depot to see what the delay was with delivering this order. I spoke to a woman named **** over the phone who was extremely helpful and caring regarding my delivery problem. She called ***** and made it very clear to them that they needed to contact me within 24hrs and have the splitter delivered within the week. I never received a call from *****, however I received a call from another third party delivery service called *************** out of ******** **. They sent me a link to setup an appointment and I scheduled a delivery for Friday September 8th between 8am-4pm. They also called me the day of and told me that the delivery would be delivered. It should be noted that I took a day off of work to ensure I was there for this delivery. The splitter wasnt delivered and I never received and update that it was running late or when the next delivery attempt would be made. At this point my splitter is coming up on three weeks late for delivery. Communication has been poor with all involved, I've missed work for a failed delivery, and most importantly Ive lost time and money. I understand these are third party contractors that have been hired for delivery, however they are representing Home Depot due to their affiliation with them.Business Response
Date: 09/21/2023
September 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ************************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer to further assist. The customer confirmed delivery and accepted the compensation for the order. The order refund of $486.45 has been applied to the customers order back to the original form of payment.
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: 33786649Customer Answer
Date: 09/22/2023
Complaint: 20579050
I am rejecting this response because:
I was happy with the refund due to the fact that the delivery was delayed for a month. However when I opened the shipping container, the unit was damaged in three places. The gas tank was dented and the fuel gauge doesnt work, the frame was bent so bad I had to make modifications to assemble the unit, and the air filter housing was cracked. I have attempted to contact a representative by the name of Atlas several times via email who told me to let them know if anything was damaged. This was a week and a half ago now. I have pictures that I have sent Atlas that I cant upload to this document.
Sincerely,
*************************Business Response
Date: 10/04/2023
October 3, 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 online resolutions team contacted the customer for further assistance. The customer was offered a replacement but due to the log splitter being out of stock he was given a refund and will be keeping the item as is.
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: 33786649
Kindest Regards,
********************** |The Home Depot|
Executive Escalations Specialist
Phone: 1-***********************
Fax: **************
Monday -Friday 8am-5pm EST
for Immediate assistance in my absence, please contact *************************** at
*****************************************Customer Answer
Date: 10/06/2023
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:09/09/2023
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.
good morning to all.My name is ***. I had bought Frigidaire refrigerator from Home Depot Early August 2 of this year and had it deliver to my house August 9th 2023. in four days later the refrigerator stop running. I called Home Depot and they said after two days I can't get a return. So they set me up with Frigidaire warranty department they sent a man out five days later and said that the compressor is no good. So he said he be back a week later, I called the day they said they will be back and they said they have no such record. So I called several times and got the run around. finally they said they will send a compressors to my house the next day it's been a week already and nothing. Im 72 yo on a fixed income and lost all my food two times I can't afford any more I need a refrigerator disparity Please . It's been 3 techs who been out for my refrigerator and I still don't have a working refrigerator. The first one was to see why my fridge wasn't working.He said its the compressor. So the second tech came out to install the new compressor. next day ****** went dead again. A tech came out for the third time and said ******-ire sent the wrong part. I have been without a refrigerator since August 2023.I called multiple times to Home Depot and Frigidaire here is my info I Bought at Home Depot August 2 2023. At the ****** mass Home Depot *********.Its a Frigidaire **** French door refridgerator in white ***** # FRFs2823AW store SKU # ********** order #WM42341263$1738.08 Please help me I can't afford to keep on loosing food over this I'm 72 you and have a prosthesis leg and can't get around to eat outside and can't afford it. Thank you so much for whatever you can help me with I don't care how they handle it new refrigerator or my money back. this is my cell ************ you may call me I have more detail but got burnt out writhing this. Again thanks. ***Business Response
Date: 09/21/2023
September 21, 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 appliances.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. ****** regarding his appliances. We have processed a refund for our customer. ********************** 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# ********Initial Complaint
Date:09/09/2023
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.
Home Depot sold us a ******* refrigerator which continues to break down . The cooling system continues to collect ice and stops working. This unit has been repaired for the exact same problem on numerous occasions while under warranty and also when the warranty expired. Home Depot was aware of the problem with this unit and chooses to ignore the problem and continues to sell this product. While dealing with Home Depot they just refer you to ******* and ******* just refers you to someone to fix it as out of picket. This product is an expensive piece of junk and Im so disappointed that Home Depot backs this product. Model Number RF26HFENDBC/CCBusiness Response
Date: 09/19/2023
September 19, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite *************************************
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 online resolutions team contacted the customer to further assist. There is currently a class action lawsuit against ******* for this model refrigerator and the issues it has. The customer was provided with a Home ********************** e-gift card for her troubles.
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: 33786655Customer Answer
Date: 09/20/2023
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:09/08/2023
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 H6957-298836 Dear Home Depot,I am writing you concerning the unacceptable circumstances surrounding my purchase and failed delivery of a refrigerator I obtained from the Home Depot store located at ********************************************. After a few failed attempts to deliver by the store, 2.5 days of work lost to accommodate the delivery, and $300 dollars spent of my own money to deliver the purchased item myself, I still didn't receive a refund for paid delivery and the discount I was promised if I were to pick up the order myself. I would provide more details if necessary. The allowed character maximum limit doesn't allow me to describe the horror I went through.Business Response
Date: 09/13/2023
September 13, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *****************/ BBB Case #: 20577843
Dear **************:
We acknowledge the receipt of the BBB Case #: 20577843.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Online Executive Escalations Team. At the conclusion of the review, it was determined the customer has already been compensated $200, in addition to the $79 refund for the delivery. In closing, the customer was given an additional $150 via eGift card as compensation.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
**********************;
The Home Depot
Resolution Expediter- Executive Escalations
** Case #: ********Initial Complaint
Date:09/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I would like a refund for a gas trimmer I purchased recently. I was given bad information by a HD associate about the return policy, I asked an associate at the store about the gas trimmer return policy and was told 90 days. When I went to return I was told gas items are 30 days return. This was at the ********, ** location. The Customer ********************** associate apologized and offered me store credit. This was escalated to a Customer Experience manager who also apologized and offered me a discount for future purchases when I come in the store later - however I wanted a refund or store credit so they told me to speak to the Store Manager the next day. Next day, I go to the store and the store associates tell me that there is no Store Manager at that store and that they cannot help me. They say that he's never in the store and there is nothing they can do. So then next day I go back to the Customer Experience manager and he backtracks and says he cannot give me a discount. So much time wasted because of incompetent store associates. Why should I have to pay for the mistake of an associate? I would like a full refund for this product. It's wrong that I should have to pay for the misinformation from an HD employee. I have spent thousands of dollars at HD over the years, Long Island surprisingly has the nicest HD employees, but this ******** location has a constant rotation of employees who are the most unkind and angry people I have ever met. I have seen employees yell and berate other customers before. Why would you be hostile to people who are paying customers? How do you expect people to come back? The convenience is not worth the trouble, I stopped going to ****** as often because it's further away but it's not worth whatever is going on at ********.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. The Home Depot has contacted the customer and apologized for their inconvenience. Our store management team has provided the customer with a full refund. The customer has confirmed their satisfaction with the outcome. 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 #********
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