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
- 11,883 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:09/06/2023
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.
******** windows were installed 2/14/23 from the first day the screen in the master bedroom did not fit the window and the screen in the den was ripped. I have spent hours on the phone with Home Depot no one calls back I have to keep chasing. The install person has been out to take pictures 4 different times in the past 7 months. Home Depot claims is it not their problem it is ******** problem. I tried to file a complaint with ******** Windows, and they told me this is a Home Depot needs to make the claim and take the responsibility. I order top of the line ******** windows for reason, unfortunately no one will take responsibility.
Business Response
Date: 10/11/2023
October 11, 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 window screens.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ****** regarding her screens. We have placed a new order to replace the damaged screens. The Home Depot considers this matter in progress pending delivery and screen replacement.
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# ********Customer Answer
Date: 10/17/2023
Home Depot has been very responsive since the complaint was entered. As of today10/17/2023 new window & Screen has been installed. As always ***** the installer was on time courteous and had the new window installed quickly. The best news is that it fit perfectly. The store Manager call to confirm everything way going as planned.
I consider this complaint ID ******** close on my end.
Thank you, BBB for being the gateway between myself and Home Depot to solve this matter quickly.
Best Regards.
*****************
Initial Complaint
Date:09/06/2023
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 ordered a tool from home depot. Is a force you to use ****** Which is a terrible company to start with. They delivered my tool that I needed. That day To someone else's house unknown. And will not help me with finding it. Or giving me my money back. I never received it. They told me. I have to go to my bank and get my money back. When it's clear that the package was dropped off at somebody's else's house because they sent a picture. I called them immediately and they did nothingBusiness Response
Date: 09/08/2023
September 8, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ************************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their online purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depot Online Executive Escalations reviewed the customers order, tracking details, and proof of delivery. Home Depot confirmed the product was delivered to the wrong address and contacted the customer via telephone. A full refund was processed on 9/7/2023, and the customers account should reflect this credit within 5-7 business days, depending on their banks processing schedule. The customer should receive a follow-up email confirming the return and refund amount.
Should the customer require additional assistance regarding this matter, please recommend they contact their online case manager, ********, at *************************.
With that said, we have addressed the customers concerns and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Office: ***********************
Reference Number: ********Customer 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:09/06/2023
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.
Order of materials was placed by contractor For * Builders, *sing my credit card at store Home Depot Store ****- a *nscheduled delivery of an uknown amount of 60lbs concrete bags was made on Jul 26. no paperwork was left or emailed as to the number of begs also a box with Trex fasteners arrived by ***** with no return label. The Project was cancelled on 7/31/23 due to contractor lack of planning of deliveries. Contractor then cancelled the remaining order short $350 without giving an account of the shortage. When I called they told me it was those fasteners and the concrete. I tried to return the fasteners to my local Home depot in *********, ** and I was unable to do so, I was advised to call Pro Manager at Store ******************** ** and they WO*LD REQ*EST THE PICK*P at NO CHARGE. I called the Manager *************************** in ****** ** and he told me I had to mail or bring those to store where they were purchased- I did mailed and cost me $11. As far the pile of concrete I was told by my local Home Depot that Store **** had to make the request for pick up. When I called ***** he never informed me that he was going to charge me ANOTHER $79 to pick up the order delivered by error.- then he deducted $79 from the returned screws without notification or advise to me.Business Response
Date: 09/07/2023
September 7, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: ***********************/ BBB Case #: 20565123
Dear **************:
We acknowledge the receipt of the BBB Case #: 20565123.
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. The Executive Escalations Team contacted the customer via phone on Thursday, September 7, 2023. At the conclusion of reviewing all details provided by the customer, the customer received a one-time accommodation via THD E-card for $100.00 to compensate for the trip charge and postage.
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 Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 09/12/2023
Complaint: 20565123
I am rejecting this response because:When I spoke with you on Thursday I explained that there had been a Scheduled pick up of the concrete, out of the ******** store for Monday Sept 11 for which I had already been charged $79 by *************************** out of store **** where the contractor had done the purchase.
It seems that yet another HD **** came and picket up the concrete the following day at 6'24 am. leaving no document or proof nor advising anyone. The total cost to be refunded should be approximately $244. The net refund for this concrete plus the delivery charge exceeds $100 Gift certificate which I accepted because I had a scheduled refund of $165 additional when the concrete was picked up,
Since the scheduled pick up came today and could not be executed then I am left with no refund for the merchandise nor proof of its picked up,
Sincerely,
***********************Business Response
Date: 09/13/2023
September 13, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***********************/ Rebuttal BBB Case #: 20565123
Dear **************:
We acknowledge the receipt of the BBB Rebuttal Case #: 20565123.
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 the customers rebuttal. The Executive Escalations Team contacted the customer via phone on Thursday, September 7, 2023. At the conclusion of reviewing all details provided by the customer, the customer received a one-time accommodation via THD E-card for $100.00 to compensate for the trip charge and postage. The Stores Operations Manager processed a $199.05 refund check for the 32 bags of concrete picked up and returned to the store, to be issued to the customer via mail. The customer has been contacted and is satisfied with the resolution.
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 Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 09/20/2023
Complaint: 20565123
I am rejecting this response because:I was promised a refund check would be mailed that day and I am yet to receive it
Sincerely,
***********************Business Response
Date: 10/02/2023
October 2, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: ***********************/ Rebuttal BBB Case #: 20565123
Dear **************:
We acknowledge the receipt of the BBB Rebuttal Case #: 20565123.
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 the customers rebuttal. The Executive Escalations Team contacted the customer via phone on Monday, October 2, 2023, and verified receipt of the refund with the customer for the 32 bags of concrete previously picked up from the customers home and returned to the store.
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 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:09/06/2023
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: CM44928829 never received it, full refund to my original payment method pls.Business Response
Date: 09/15/2023
September 15, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******,****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *******************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their online purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team researched the order outlined in the complaint and attempted to contact the customer via telephone/email for further details on 9/7/2023. Home Depot obtained proof of delivery from our delivery partner, Non-Stop Delivery (***),on 9/8/2023; however, the customer advised they never received their order.Home Depot offered a refund via a Home Depot gift card or to place a no-cost replacement order; the customer accepted a Home ********************** gift card via email on 9/12/2023.
Should the customer require additional assistance with this matter, please recommend they contact the online agent who managed their case, *******, at *************************.
With that said, we have addressed the customers concerns and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Office: **********************
Reference Number: ********Initial Complaint
Date:09/06/2023
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.
Blinds/ shades installation order date: May, 2023 date at The Home Depot *********************. Installation duration took too long, four months to complete. Date of service competed: August 2023. The service was provided to Single mom, who was expecting the installation to happen as soon as possible.Business Response
Date: 09/11/2023
September 11, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******,****** & Northeast *******
**************************************************************************************************
RE: ***************************** /BBB Complaint#: 20560535
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their delayed blind installation with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The home service team has contacted **************** to apologized for the delay with the installation of her blinds. The Home Service team offer her 10% off her order along with additional compensation. *************** stated shes satisfied with the resolution. 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: # ********Initial Complaint
Date:09/06/2023
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 order # CM44094403 online via Home Depot's website on 8/21/23. The order was placed using a $300 credit from a previous order of a bath vanity that never made its way to me. Long story short, that order was cancelled, I never received the vanity and moved on to purchase one from another company.I thought I would give Home Depot another try so I placed this order and here we are again. No one seems to know where my vanity is. I received an email (copy attached) indicating it had shipped and was expected to arrive at my residence on 8/30/23. That day has come and gone and still no vanity. I have spent HOURS on the phone with Home Depot and still no resolution. I need this vanity. The contractor is coming next week to start the bathroom. Why is this so difficult?Do better Home Depot. Your customers deserve better!Business Response
Date: 09/18/2023
September 18, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************** /BBB Complaint # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Support Team has reached out and provided support to **********************. A new order was placed, and delivery has been confirmed by the customer. We are currently awaiting confirmation of condition the vanity was received. We will continue to provide support to ensure customer satisfaction has been reached.
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,
***************************
The Home Depot ************** Executive Escalations Team
Case: 33755712Initial Complaint
Date:09/06/2023
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.
Home depot did not finish two jobs.Business Response
Date: 09/25/2023
September 25, 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 while shopping with our company.
The Home Depot has reviewed this case and has reached out to our HDIS team and was advised Mr. ******** trims were re-ordered and arrived on 9/20/2023.
Our HDIS team will contact ******************** to provide further assistance.
With that being said, we are in the process of addressing our customer's complaint, and we now consider this case 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.
Sincerely,
*********************
Home Depot Customer Care
Executive Escalations Team
Phone# *************************
** Case#: 33755532Customer Answer
Date: 09/27/2023
Complaint: 20564061
I am rejecting this response because: I paid in full 10 months ago for 2 projects. Both projects are not complete.
Sincerely,
*************************Business Response
Date: 10/09/2023
October 9, 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 while shopping with our company.
Our HDIS team advised that ************************ inspection has been passed. Our team has attempted to speak to ******************** to schedule an installation date but has been unsuccessful. Our team will continue to contact the customer to provide further assistance.
With that said, The Home Depot does not consider this matter resolved and the case shall remain open until the customers concerns have been addressed.
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 customerspatronage and looks forward to servicing their future home improvement needs.
Sincerely,
*********************
Home Depot Customer Care
Executive Escalations Team
Phone# *************************
** Case#: 33755532Customer Answer
Date: 10/12/2023
Complaint: 20564061
I am rejecting this response because: I have made many attempts to contact Home Depot in the past 6 months and never got a response. They sent two voice mails and I responded in two business days. Now they claim I am trying to avoid them. The installer showed up on 10/12/2023 to do the final trim and had the wrong materials.
Sincerely,
*************************Business Response
Date: 10/23/2023
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 customers may have experienced while shopping with our company.
Our HDIS team advised that the trims have been reordered and the *** is still pending.Our team is currently awaiting an update from the manufacturer and it will be provided to the customer.
With that said, ********************** does not consider this matter resolved and the case shall remain open with our HDIS team until the customers concerns have been addressed.
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 customerspatronage and looks forward to servicing their future home improvement needs.
Sincerely,
*********************
Home Depot Customer Care
Executive Escalations Team
Phone#*************************
** Case#:33755532Customer Answer
Date: 10/24/2023
Complaint: 20564061
I am rejecting this response because: After paying in full ten months ago, I am still waiting for the job to be complete. Home depot told me the job would take 3 to 4 months.
Sincerely,
*************************Business Response
Date: 10/26/2023
October 26, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************
*******, ** 30303
RE: *************************/BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customers may have experienced while shopping with our company.
Our HDIS team advised ******************** has been notified that the trims are scheduled to arrive on 11/9. once the materials arrive and are confirmed our team will reach out to the customer for scheduling.
With that said, The Home Depot does not consider this matter resolved and the case shall remain open with our HDIS team until the customers concerns have been addressed.
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 customerspatronage and looks forward to servicing their future home improvement needs.
Sincerely,
*********************
Home Depot Customer Care
Executive Escalations Team
Phone#*************************
** Case#:33755532Customer Answer
Date: 10/27/2023
Complaint: 20564061
I am rejecting this response because: The materials are expected to arrive on 11/9. That does not mean they will be will be here. By the time the project is complete, it will be almost one year that I been waiting. Home Depot claims they care about the customers, but that is just a politician talking.
Sincerely,
*************************Business Response
Date: 10/31/2023
October 31, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************
RE: *************************/BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
As previously stated, ******************** has been notified that the trims are scheduled to arrive on 11/9. once the materials arrive and are confirmed our team will reach out to the customer for scheduling. An ****************** date cannot be scheduled until we have confirmation that the materials have been received.
If the materials are delayed the customer will be contacted.
With that said, The Home Depot does not consider this matter resolved and the case shall remain open with our HDIS team until the customers concerns have been addressed.
Sincerely,
*********************
Home Depot Customer Care
Executive Escalations Team
Phone#*************************
** Case#:33755532Customer Answer
Date: 11/01/2023
Complaint: 20564061
I am rejecting this response because: Home Depot is still dragging this along. They have made no effort to make this a priority. They always claim customer ********************** is important to them.
Sincerely,
*************************Business Response
Date: 11/02/2023
November 2, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************
RE: *************************/BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
As previously stated, ******************** has been notified that the trims are scheduled to arrive on 11/9. once the materials arrive and are confirmed our team will reach out to the customer for scheduling. An ****************** date cannot be scheduled until we have confirmation that the materials have been received.
If the materials are delayed the customer will be contacted.
With that said, The Home Depot does not consider this matter resolved and the case shall remain open with our HDIS team until the customers concerns have been addressed.
Sincerely,
*********************
Home Depot Customer Care
Executive Escalations Team
Phone#*************************
** Case#:33755532Customer Answer
Date: 11/07/2023
Complaint: 20564061
I am rejecting this response because: They finally have the materials. After everything they put me through, now I have to work around their schedule. They say someone is going to be in the area to make things convenient for them. They should be asking me what time is good for me.
Sincerely,
*************************Business Response
Date: 11/13/2023
November 10, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************
RE: *************************/BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
I contacted our HDIS department and was advised that ******************** has denied the dates that were provided to him by the service provider.
An agent from our HDIS team will reach out to ******************** to request three dates that work in his favor.
With that said, The Home Depot does not consider this matter resolved and the case shall remain open with our HDIS team until the customers concerns have been addressed.
Sincerely,
*********************
Home Depot Customer Care
Executive Escalations Team
Phone#*************************
** Case#:33755532Customer Answer
Date: 11/14/2023
Complaint: 20564061
I am rejecting this response because: Home Depot should be working around my schedule. With everything they have put me through, they owe that to me.
Sincerely,
*************************Business Response
Date: 11/21/2023
November 21, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************************************************************************************
RE: *************************/BBB Case # ********
Dear ***********************,We acknowledge the receipt of the BBB Case # ********
Our HDIS team advised that ******************** has been contacted numerous times to schedule an installation date including a Saturday and he has denied all provided dates.
The customer has provided a date of 12/13 to the service provider, but unfortunately, they are unavailable on the said date. Our team has done everything possible to assist the customer and has been unsuccessful.
With that being said, we will not revisit this case and now consider this case closed.
Sincerely,
*********************
Home Depot *************
Executive Escalations Team
Phone# *************************
** Case#: 33755532Initial Complaint
Date:09/06/2023
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.
Dear BBB,I have purchased the Ryobi brand of products, over the last 2 years, from Home Depot, which is owned by Home Depot. That consists of an expanded tool which holds the battery, and upon which I can attach many different attachments to it that serve a myriad of different functions in the landscaping and maintenance field. I've tried to use my tool that holds the battery and can attach to the other attachments, but when I engage the trigger, a long beep happens as long as the trigger is engaged. When I let go, the tone and stops.I contacted Home Depot, which normally does repair on Ryobi products, and for some reason, even though this company is owned by Home Depot, they do not repair Ryobi products any longer period I contacted Ryobi, and they said they didn't know what was wrong with my product, but that I should contact one of the two service centers in the area. One of the service centers does not service this type of Ryobi product. The second service center requires the receipt. I do not have the receipt from two years ago, and ***** told me that i could just go down as it is within warranty. This other local company would not even look at the serial number and find out if it's still in warranty. I've contacted the phone number and have been waiting on hold for an hour plus at this point. The text phone number is not helping me. I don't know what to do. I should have never bought this product. I only bought Ryobi, because it was owned by home depot, and i felt that they would stand by this product. Home depot needs to return all the monies I've paid for these Ryobi products, and direct me toward one that it has a reliable warranty and ***************************** Please when contacting me provide your full name, direct phone number, direct e-mail address, the hours you're available, and the best time to reach you. Thank you.Business Response
Date: 09/08/2023
September 8, 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, store leadership assisted the customer with a return and exchange for a replacement unit.
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: ********Initial Complaint
Date:09/06/2023
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.
August 27, 2023 I, ****** *************************, rented Cargo **** ***** **************************************,secured via the kiosk keypad. I requested a hardcopy or electronic copy of the agreement approved with my signature. I have been advised this is not possible; referred me the Agreement online.I have escalated--- assigned a Case# ********, talked to multiple supervisors and customer care representatives, advised a copy would be forwarded via email. Still no Email/Receipt of my Agreement. Contract #******. I have been advised that legally, documents which I sign my name to I am *********** a copy of the signed document. What is the problem--NO REQUEST FOR monies, NO concession, NO complaints with service at my local *****s, just PROVISION OF MY SIGNED DOCUMENT. I WAS REFERRED TO CONTACT HQ---WHAT IS THE PROBLEM????Business Response
Date: 09/12/2023
September 12, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
******************************************************************************************************
RE: ***********************/ BBB Case #: 20559684
Dear *************:
We acknowledge the receipt of the BBB Case #: 20559684.
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 reviewed this case and offers the following update. We were able to obtain a copy of the customers signed contract and sent it to the customer via email. The customer stated she was satisfied with the outcome.
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
Phone: *************************
** Case #: 33755618Customer Answer
Date: 09/13/2023
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,
****** ************************* IronsInitial Complaint
Date:09/06/2023
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 encountered significant issues with Home Depot vanities on two separate occasions. Initially, I purchased two vanities from my local store, both of which arrived in a damaged condition. After returning these vanities I did not even receive a refund on the truck rental that was placed to get the products to my home. After this issue, I opted to order two Home Decorators Collection vanities online on August 15th. Originally, I was provided with a delivery date of the 28th. However, the delivery date was changed to the 25th, which never happened. They never showed up and I had to call them to find out the status update. In which they told me they attempted to deliver it but failed. I work from home and they never attempted to deliver it. I also never received a promised advance call. The online status was changed back to the 28th which also did not happen. It took me calling them again to reschedule the delivery. Upon the eventual delivery on the rescheduled date of the 5th of September, one of the vanities was discovered to be severely damaged, as clearly depicted in the attached images. When I reached out to Home Depot's online customer support for assistance, a supervisor informed me that I would either have to repair the damaged vanity or place a new order. I would not get a refund until someone picked up the damaged order which would require me to pay for a whole new order before getting any of my money back. Given my prior experience with delays and the possibility of receiving more damaged products during the replacement process, this situation has escalated into a substantial problem. I have waited almost a month to have to now just either try to fix a damaged product that I paid full for or wait even longer for another product (which could be even more of an issue). I do not want to have to wait for the 3rd party to show up to get a refund as their record shows that we do not know when they will actually show up. I also want a matching replacement.Business Response
Date: 09/12/2023
September 11, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************
RE: ********************* / BBB Case #: 20563261
Dear **************:
We acknowledge the receipt of the BBB Case #: 20563261.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team,who advised the customer spoke with someone in Resolutions on 9/6/2023; and he confirmed that the issue has been resolved to his satisfaction.
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 - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********Customer Answer
Date: 09/13/2023
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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