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:09/07/2023
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.
*************** washer - 2nd time using it runs then pops and dies and will not re-start. Took it back to Home Depot and they said would have to contact *****. After two days of trying to get someone finally found out the closes Authorized Service Center is 95 miles away. That would make 190 miles on trip, they should have a Service C enter in ***********, ** but they don't. Anyway I called the Repair Center in ******** , ** and you get a message they are not there, check back next week. I would like a refund for the power washer, hose, surface cleaner and extended warranty which is also no good. I don't see Home Depot can sell Ryobi with no local service centers.
Business Response
Date: 09/08/2023
September 8, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************
RE: ******************* /BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent purchase. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Executive Escalation team reviewed the case and partnered with our stores manager. We will issue a full refund for the extended warranty that was purchased. In addition to the refund, we offered **************** compensation, and he accepted the offer.
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: 33765924Customer Answer
Date: 09/11/2023
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:09/07/2023
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.
Refs A. Order #********* B. Case #******** Ordered six appliances from Home Depot in ******, ******* for home delivery to in Renfrew County, ******* on 01 Sep 2023 (Ref A). The delivery company, ****** Cartage, only delivered 5 and stated the dishwasher was back ordered. Home Depot customer ********************** requested a ********** on 05 Sep to confirm the dishwasher was actually received by Canada Cartage, who also had reported all six appliances had been delivered. Home Depot was able to verify ****** Cattage was lying by checking the report - all appliances except the dishwasher were photographed. Home Depot then arranged for Canada Cartage to deliver the dishwasher 08 Sep, a week after original delivery date (Ref B). The day before, Canada Cartage called me to state they don't have the dishwasher, and don't know when if ever it will be received. Further followup between Home Depot reveals the ********** confirmation was reversed by Canada Cartage, and they have no idea when the dishwasher I paid for will be available. I want a definitive answer when the dishwasher will be received, an apology for the back-and-forth miscommunications.Business Response
Date: 10/02/2023
October 2, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
********************
North Tower, Suite 900
*******, ** *****
****************************** /BBB Complaint#: 20571414
Dear ***************,
We acknowledge the receipt of your notice dated April 25, 2023, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding your appliance order with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our ****** Executive Escalations Team. The ****** Executive Escalations team will contact ************** with 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 if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********Customer Answer
Date: 10/03/2023
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:09/07/2023
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 bought a box of Lumens Solar gutter set of 2. Model NumberQ75DT1516-02 ********* Both lights After Fully Charged will only burn for around 1 hour after sun down. Home Depot stated it would burn for 8 hours.I'v tried 3 times over the phone to get this handled with customer ********************** and got No where.Business Response
Date: 09/11/2023
September 11, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******,** 30303
RE:************************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of Better Business Bureau Consumer Complaint #********.
On behalf of The Home Depot, We apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated the matter and contacted our customer. We have processed a refund for the defective product and placed a new order for the lights to our customers satisfaction.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot| Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
Case: ********Initial Complaint
Date:09/07/2023
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 purchased a garage door and opener, including installation. (Order # H4704-279730)Home Depot delivered and installed the garage door but their contractor was unable to correctly install the opener. The installer was opposed to return within a few days to correctly install and repair the opener. This never happened.I have been in contact with the ******** Home Depot store both via email and phone numerous times over the past 6 weeks and keep receiving promises they will get back to me and resolve the problem. They never get back to me and the opener still does not work.Further, Home Depot emailed me on 6/26/23 to request an additional $122 for a "furring strip" they said was required for proper installation of the garage door. The door itself has been installed and operates properly (Not the opener, it does not work) and there was no "furring strip" required or installed. This was obviously a scam uncharge and should be refunded.Business Response
Date: 09/19/2023
September 19, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303Re: ************************* BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding
their garage door opener and installation.We reached out to the customer and apologized for the inconvenience. The additional charge for the furring
strip was refunded to the customer. The installer returned to the customers home and completed the installation
of the opener.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we
provide Home Depot values its customers patronage and looks forward to servicing their future home
improvement needs. Please contact me if you have any questions.Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
************************
Fax Number - ************CASE 33765638
Customer 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:09/07/2023
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 have been trying for 2 years to remedy an incorrect installation of an air conditioning unit installed in August 2021. To date the issue has still not been resolved despite multiple attempts to work with Home Depot, its third party contractors and suppliers, as well as their insurance company Sedgwick. The problems caused by the improper installation have naturally compounded over the years and led to the growth of mold in the home posing significant health risks. Below follows a timeline of events:08/03/21 - Initial contract signed 08/16/21 - First report to ECM (installer sent by Home Depot) 2 days following installation that unit had not been working properly from day 1 following installation 10/03/21 - ECM says will need to return to take measurements, did so, but then became uncommunicative Oct 2021-Aug2022 - ECM remains unresponsive/inactive 09/27/22 - ****** ******** that manufactures unit) visits home to perform analysis at ECM's request 11/22/22 - Claim filed with Home Depot's insurance provider, ********, with assistance of third party contractor "Service Resource"06/13/23 - Home Depot rep visits home to make inspection with independent HVAC tech; *************** Depot have refused to provide any information or copies of report 06/19/23 - Written communication from Home Depot rep that ******** would be handling all aspects of claim here forward 07/25/23 - Sedgwick sends Environmental Building Forensic Expert for home visit to perform mold inspection; ******** continues to refuse to provide any detail/copies of this report or others 08/24/23 - ******** asserts that since this was filed as "third party" claim, there is no deadline for resolution; ******** further asserts that Home Depot is still responsible for part of this claim as Sedgwick only handling mold remediation aspect; Home Depot ceased communication in June claiming that it would all be going through Sedgwick from that point forward We can provide more extensive documentationBusiness Response
Date: 10/06/2023
October 6, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ******************************* / BBB Complaint # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent home improvement with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depots Executive Escalation team called and spoke with ********************* a representative for ******************************* regarding order # H0274-251995 on September 19th. On September 26th there was an in-home assessment done and we are currently pending a quote from the party that completed the assessment to be reviewed. There was another call made to **** on October 6th and shes aware at this time, we havent received the requested information.
This matter is still in progress and being monitored until we reach a final 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 if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Reference: 33765900Initial Complaint
Date:09/07/2023
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.
This is my 2nd request to BBB 7/19/23. I never received followup.I have a kitchen remodeling contract with Home Depot in ** for over $39k signed April 2022; work started 6/27/23.** sales person stated: due to COVID it takes 10 wks for cabinet delivery.The work was primarily cabinet refacing (including cabinet side paneling & floor moldings), *********************** replacement. We had to cleanup behind ** demo workers.** workers started as scheduled in June. As of today, my kitchen is still not finished.** has not been keeping their word to finish the job. As of 6/19/23, the last work they did was Oct. 2022.They came back again 1/16/23, but no work was completed. They have estimated delivery dates, to no avail.They have an employee in ** assigned keep us updated. Sometimes she calls to update. Sometimes she doesnt.I have had to call her for updates and ask to please stay in touch.That still seems to be a problem.Mar. 2023, I sent a letter to the ** CEO. He never directly responded to my letter.He put an employee in charge.She has not been successful in getting the job finished either.I feel ** used inferior materials workers who didn't do jobs worth the money I paid.They have been paid.The replacement sink in my laundry room is porous, my sink ** replaced was smooth.** claims they will pay me at the completion.I WANT IT NOW.It is their responsibility to find a competent company to help them.** has not been keeping their commitments to call and keep dates.I WANT THEM TO FINISH THE **** CORRECT THEIR MISTAKES, REIMBURSE ME FOR THE **** I'M HOLDING & PAY ME THE COMPENSATION THEY OWE FOR MISTAKES THEY MADE, & TIME LOST.ADDITION to 7/19 complaint Aug 2, 2023 ** did some work;Kitchen still not finished. I HAVE MORE TO SAY, BUT YOUR SYSTEM DOESN'T ALLOW MORE CHARACTERS TO BE TYPE HERE.Business Response
Date: 09/29/2023
September 28, 2023
Attn: ***********************
Customer Experience Specialist?
**********************?
Serving Metro Atlanta, ****** & Northeast *******?
***********************************************************************?
*******, ** *****
RE: Myheir Hill /?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 while shopping with our company.
The Home Depot Installation Team has confirmed that the Customer's ordered material for ****************** is currently still in transit, and she is forecasted to be scheduled for installation towards mid to the end of October.
With that being said, The Home Depot does not consider this matter closed, but will keep the case open until the customer is satisfied.
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 - *************
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case#********Customer Answer
Date: 10/04/2023
Complaint: 20570272
I am rejecting this response because: The reason I sent this complaint to BBB has not been resolved. My family and I have been dealing with this matter since June 26, 2022. They have come and "repaired" issues only to cause other issues after they leave. The last time the installation man came, he scraped the cabinets and left more scratches and other errors. He told me he would be back the next day. He never came back. That was August 4, 2023 and since then ******** has been trying to get them to come and they keep saying that they are waiting on a shipment. It is two months later and they have not come yet. ******** is now saying October, but October when? October will turn into November with their history. Since we had them come install these cabinets there has been problems with poor quality, long deliver time, slow installation, leaving debris after they leave and an overall low quality job. I'm sorry I picked Home Depot to do this job. It seems to be out of their league. Why do they take on jobs that they are ill-equipped to handle in a timely manner and of high quality. I really DID expect high quality from Home Depot. Keep in mind, Home Depot has been PAID! I paid them $38,000.00 + $1086. We want correction made, the job to be finished right, and we want to be compensated for all the problems and time wasted with them.
Sincerely,
Myheir HillBusiness Response
Date: 10/12/2023
October 12, 2023
Attn: ***************************
Customer Experience Specialist?
**********************?
Serving Metro Atlanta, ****** & Northeast *******?
***********************************************************************?
*******, ** *****
RE: Myheir Hill /?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 while shopping with our company.
The Installation Team has advised the Customer's materials are still in shipment. The Installation team confirmed the Customer's scheduled appointment is forecasted for Mid to the end of October. And the Customer has been assured compensation will be discussed after they have a successful installation.
With that being said, The Home Depot does not consider this matter closed, but will keep the case open until the customer is satisfied.
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 - *************
Resolutions Expediter- Executive Escalations
Contact:************************
Case#********Customer Answer
Date: 10/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Myheir HillInitial Complaint
Date:09/07/2023
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 began working with ***************** (Window Fashion Designer) in October 2022 on ordering custom blinds for my *********** home. I placed the order on June 8 , 2023 for 9 custom blinds for a total of $4,772.89. She was very helpful up to that point, but once the order was placed she was no longer involved and/or helpful. The order number is P4345815. The window installer (*******) called me the week of July 10th saying the shades were ready to be installed. I flew down to ************ the following week to be at the house for the install. One of ********* employee's came to install the shades on July 18th. Of the 9 shades, 6 were wrinkled and could not be fixed and 3 did not fit even though the original measurements were correct. The installer on July 18th, said he sent a write up to his manager along with pictures asking all 9 shades be remade. On August 28th I called Home Depot to find out the status. They said they haven't received pictures or write up from the installer. I've called and left ******* (the installer) several voice mails and havent heard back. I've emailed and called (and left several messages) for ***************** and haven't heard back. I've called home depot customer ********************** several times and after waiting over 30 minutes each time before getting to a person, the support individual said 'we're waiting on the pictures and write up from the installer'. Last week when I called Home Depot customer **********************, they said the same thing 'we're waiting on the pictures and write up from the installer' and I asked 'if we could get another person to go out and take pictures' and they said they would check with their manager. As of today, September 7th, I still haven't heard back from ***************************** or Home Depot customer **********************. I would like to (1) hear back from someone, (2) get this rectified soon or (3) get a full refund and I will pay more and go to a full service **************Business Response
Date: 10/06/2023
October 6, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ********************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding blinds ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has been working with the customer to reorder the wrinkled blinds.
With that said, The Home Depot considers this matter in-progress.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Initial Complaint
Date:09/07/2023
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 have renovated our house in last 3 months and most of construction materials used were purchased from the Home Depot. I have about 50 receipts and my contactors also made purchases there . During the work I returned or exchanges a dozen of items on 2 or 3 occasions. When you shop there the Home depot employees always encourage you to buy more just in case "better to have them if you need them, you don't have to com back here for a small thing". at the end of our work I tried to return a number of items about $500.00 and the problem started. Some were purchased cash, some with credit cards, some by me , and some by my contractors. Too many receipts and not enough receipts at the same time. Contractors never give any receipts because they want to keep the Pro discounts (20% to 25 % depending no the item). Plus they pay by a debit card, so when you return even with a receipt it goes to them., good luck with collecting from any contractors.I tried to return everything for store credit as I had no other choice but because previous returns I could not . The company that monitors these transactions refereed me to the store general manager. I went to the Home Depot in ************ , ** and spoke to the her( a very professional African American lady. She said" my hands are tied up because you are not a part of PRO or royalty programs". All I want is to get paid for these items. Even with the receipts that I have the total is not 2 % what I spent there. what am I supposed to 16 feet piece of molding, two gallons of Kills, GFCI receptacles , light bulbs...If the Home Depot want to give store credit I want an extra 25% in value, I already paid them the profit margins.Business Response
Date: 09/21/2023
September 20, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ****** Pigdeli / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a non-receipted return with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Store Manager did make an offer to the customer to resolve the complaint however the customer declined. The store was unable to process the return for the items that the customer did not have a receipt for.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number:33786196Initial Complaint
Date:09/07/2023
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 delivered a toolbox that was damaged order number WJ39161307 . Called home depot 8/30 to return it, the same day it was delivered. They sent up a return tracking number with *** r7792856. Got an email from *** Thursday morning 8/31, called and emailed them to schedule the return. No answer. Call home depot online Friday, 9/1, Saturday 9/2 (spoke with ****), Tuesday 9/5, and Wednesday, 9/6. Spoke with a supervisor and she assured me *** would call me by Friday. *** emailed me again 9/7 and said the return order was canceled. Called home depot online and they said the return order was canceled. I never canceled the order. Home depot will not process the return. The damaged tool box cost $1,341.90. I want the toolbox picked up and I want a full refund to my card, including the interest I am paying.Business Response
Date: 09/14/2023
September 14, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******,****** & Northeast *******
**************************************************************************************************
RE: *********************** /BBB Compliant:20569467
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their request for pickup and return with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The Online Executive Escalation team contacted *************** advising that the delivery company has been contacted for scheduling of his damaged toolbox. On September 13th the delivery company has confirmed picked up of the damaged toolbox is completed. The balance of the refund has been released to the bank and is in process there. **************** was advised to allow 3-5 business days for funds to reflect to his account. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online 33768650Customer Answer
Date: 09/15/2023
Complaint: 20569467
I am rejecting this response because: I used a promotional coupon for the damaged toolbox and then to purchase a new toolbox and was unable to use the coupon, which was unexpired. I want this coupon to be applied to my new toolbox since home depot would not process the return in a timely manner.
Sincerely,
***********************Business Response
Date: 09/18/2023
September 18, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******,****** & Northeast *******
**************************************************************************************************
RE: *********************** /BBB Compliant:20569467
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their request for pickup and return with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The Online Executive Escalation team contacted *************** advising that the delivery company has been contacted for scheduling of his damaged toolbox. On September 13th the delivery company has confirmed picked up of the damaged toolbox is completed. The balance of the refund has been released to the bank and is in process there. **************** was advised to allow 3-5 business days for funds to reflect to his account. ***************** requested to have the promotion that was applied to the first order, which was returned, be applied to the new order. We advised that we could apply a discount but not the free financing. We advised that the free financing could only be applied by Citibank. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online 33768650Customer Answer
Date: 09/19/2023
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:09/07/2023
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.
It's a very long story, and it's impossible to make it short. HomeDepot hired a scammer and we became the victim of his actions.Now HomeDepot refuses to work with us to remedy the damage done.May 24, 2023 we purched a French Door, and we're assisted by Home Depot representative ** We also asked for HomeDepot to provide us with the contractor who could come out and measure our door, provide the store with the measurements, and then install the door.Once we received the notification that the door was delivered to the store, I went there to check it was ok - no cracks, the correct door. But I was told I can't see it, and only the contractor has access to the door. When I called the contractor, I was told the opposite. When the contractor came with the door on the scheduled date, he measured it, and said "This is not my measurements. The door is 3 inches short." We went to the store to file a complaint. The *** N. told us that sales rep ** did the same to other people and was let go. The *** N. offered us to get a quote from Home Depot Services, and a rep ** came and told us he has what we need. But the price is doubled.Now, Home Depot doesn't have the door we need. Home Depot Services does. After a month of going back and forth, the manager raising his voice at my husband and was agitated on the phone. After Customer ********************** rep ***** picking my calls but sending "Dear" letters, we are at the dead end. Home Depot came to a decision to deny us, not cover the difference in the price between the non-impact and impact. First, we asked to be fair and pick up half of the difference and not all of it. Manager ** said he would work with us but not cover it all. Then work with us. Your store dropped the ball. We did everything in good faith. We cut our vacation short to come home and get the door installed. Near record high temperatures outside in FL, 83 F in the house because our door is practically non existence. We went to get help, and were thrown to the street.Business Response
Date: 09/29/2023
September 29, 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. As a gesture of our commitment to customer **********************, we have partnered with our store management team to fully refund the customer and provide them with a Home ********************** E-Gift Card to use towards their replacement door. 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: 10/02/2023
We appreciate Home Depot working with us but we have not received any gift cards, thus, this claim should not be deemed resolved yet. Thank you for your patience!Business Response
Date: 11/01/2023
September 29, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
**********************
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. As a gesture of our commitment to customer **********************, we have partnered with our store management team to fully refund the customer and provide them with a Home ********************** E-Gift Card to use towards their replacement door. 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 | Executive Escalations Care
Store Support Center-Customers FIRST!
Phone: ************************* | Fax:1-************
Schedule: M-F 10:00 am to 7:00 pm ESTCustomer Answer
Date: 11/01/2023
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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