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:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 1, 2023, Home Depot floor installers damaged my kitchen cabinet. The *** was installed in all but two rooms of the house. When the installation was complete I looked over the rooms and the flooring looked good. Neither of the 3 men spoke English, but one communicated using broken English. I said that I agreed to the flooring looking good, but I need to talk about the damage to my cabinet. He called the ownerJose ****** and I told him the same thing. I called d Home Depot and told of the damage. The next step was to be an adjuster contacting me. I was given a number to reach Sedgwick Claims. I called several times and always left messages, but I have never been personally contacted by *************************, the adjuster. I sent pictures of the damage. No one has scheduled a visit to look at the damage in person, but ************************* sent me an email stating that if I didnt send more evidence she was going to side in favor of the installer. A manager in install at the Home Depot store, her name is ***, would even come out to speak to me. Home Depot has totally failed in inspecting the damage, nor have they personally reached out to me directly.
Business Response
Date: 09/12/2023
September 12, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: Arizona Brown / 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,********** claims confirmed that the customers claim was denied based on the photo evidence supplied by the installer. The customer has been advised that if there are any new photos or evidence to support the damage claim, those can be sent over to the installers corporate office for further review. That is the next step that can be taken to re-evaluate the decision. Until we are provided with further support to reconsider, we respectfully stand by the service provider in their decision.
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: 09/13/2023
Complaint: 20563084
I am rejecting this response because:I do have video/still photos that proves that my cabinets were not "rotten" and falling apart as Pastor ****** indicated in his denial. I am by no means tech saavy, so I hope that the shots that I have sent are sufficient. I have a text from the lead painter that completed painting all rooms at the house prior to the installers coming in the following week, stating that there was no damage seen on my cabinets when he and his crew arrived to begin painting and there was no damage when they left. I know that to be true myself because I saw no damage to my cabinets. I have asked for a letter from him and the two men that worked with him. I will forward the letter once I get it. I also believe that someone from the Home Depot team should come and inspect my cabinets rather that take the word only of the installer. **************** was never at the site and he and Home Depot are taking the word of the men he sent there to do the work.
Sincerely,
Arizona BrownBusiness Response
Date: 10/04/2023
October 3, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: Arizona Brown/ 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, based on lack of proof, we were advised to continue to support the installers denial. If the customer has support to substantiate the installers denial, were more than happy to review. However, at this, the denial stands.
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: 33755287
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
*****************************************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 number WG42214004 I placed in 9/5/2023. I picked up this order on 9/5/2023 after waiting ******************************* a pallet. The asphalt I ordered was open and spilled all over the 14 bags of mulch I ordered. The asphalt got all over my hands, pants, shoes, and SUV. The 2 guys that helped me saw the asphalt was open and didnt offer to get a new ones. This was a terrible experience that should have been very simple.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 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 partnered with the *************, ** Home Depot related to the customers purchase to address the customers concerns. Home Depot Online Executive Escalations and ************* store leadership attempted to contact the customer via telephone/voicemail and provided direct contact information should they wish to return communication. The ************* Assistant Store Manager confirmed speaking with the customer on 9/8/2023, and the customer was to provide information to submit a claim to Home Depots insurance partner, ********, for the reported damages. The customer accepted a ********************** to their order for the inconvenience.
On 9/11/2023, Online Executive Escalations attempted to contact the customer via telephone/voicemail/email to confirm the resolution path. Home Depots insurance partner, ********, will continue to resolve the vehicle damages portion of the customers complaint. However, should the customer require additional assistance, they are encouraged to contact their Online Executive Escalations case manager, Francia, directly at *************************.
With that said, we are addressing the customers concerns and await a final determination from our insurance partner, Sedgwick.
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: 33760244Customer 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:09/06/2023
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.
We ordered 10 new windows, a garden window, bow window and a front door for our house back in sept/oct of 2022.We were given an installation date of 2/16 and 2/17. They never showed, we never received a call canceling so I called customer **********************. 2/**/2023- Received a call back from customer ********************** and ****, head of installation from Richmond. He apologized and informed me that when installation was complete, he would deduct some off the price of the windows. installation was week of 2/20/23. Garden window was too large and didn't fit, it was installed onto the bricks of the house and is out like 8 inches from where it should be, bow window was missing upper clip to hold window and two screens were torn. Garden window was to be reordered, told it would be at least 6 months to get garden window in. Early march installer sent to fix window screens and was informed he was unable to fix bow window. March 1, called **** to check on bow window repair and was told he had been reassigned and to notify ***********************, district installation manager (**************).3/23/2023- texted *********************** no answer, 3/24/2023- called ************** stated he would check into it. 4/5/23- texted *********************** no answer, 4/24/23-texted ************* and called stated he had mailed the clip to us for window. Informed him we received no clip but did receive a clip for a chip bag that had Home Depot on it. He came in early May and placed clip on window, window still not functioning correctly. He deducted 10% off of bill. Multiple calls and texts sent to *********************** with no answer. End of June/early July ***** *** sent from Home Depot to check bow window. He states manufacture defect, need new window. 7/14/23 received call from another Home Depot installer to look at bow window, refused to have him come over requested new window. End of August received call stating bow window in, garden window had been there since april. Install 9/6 at 8. 9/6 810 call not coming, rescheduled again.Business Response
Date: 10/02/2023
October 2, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
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 a window installation ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has completed the installation and provided the customer with compensation.
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: ********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 bought a washer and dryer, it went on sale 4 days later and they would not give me the sale price. Now I'm out ******!!! That a lot of money. Other places will honor the sale price and give you the difference.Business Response
Date: 09/08/2023
September 8, 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 to further assist. The price match has been applied to the customers order and was notified via email and phone. The customer responded to the email and thanked us for completing the price match.
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: 33748634Customer 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:09/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered an Electrolux washer Model ELFW4222AW on 7/21/23, Order # WM41199717. It was installed the third week of August. From day 1, the unit operation was horrendous. When doing any sort of spin cycle, the unit vibrates forcefully and moves across the floor. It almost tore itself out of the wall and took out our hot water heater. The vibration shakes the entire two story house we live in. And the force with which it travels across the floor is enough to SEVERELY INJURE one of our small children. The Consumer ************************* should be notified. We are all terrified of the machine, not to mention the noise it makes which is enough for the neighbors to hear. We tried to keep it from moving by placing a 40lb bag of salt on the floor in front of it. That couldn't even stop it. I have since read reviews of the machine, and many people have the same issues. The issue is not specific to our machine, but all machines of this type, and this machine should not be on the market. It is dangerous. I called Home depot to request a return, and they are refusing to take it back because I notified them outside of the 48 hour window. I am only allowed to request service now from Electrolux. Home Depot is just as responsible for selling this product in their stores as Electrolux is for manufacturing it. I want my money back from Home Depot.Business Response
Date: 09/18/2023
September 18, 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 appliances.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. *************** regarding her appliances. We have provided our customer with the appropriate information in order to have Electrolux inspect her appliance. 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 customerspatronage 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: 09/21/2023
Complaint: 20560989
I am rejecting this response because the unit is faulty and dangerous for children and should be accepted for return and refund. Instead, Home Depot is requiring me to have a technician inspect the unit. It is a waste of time and an attempt to push the problem onto someone else instead of accept responsibility for selling a poor product.
Sincerely,
***************************Business Response
Date: 10/05/2023
October 05, 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 appliances.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. *************** regarding her appliances. We have provided our customer with the appropriate information in order to have Electrolux inspect her appliance. 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 customerspatronage 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: 10/06/2023
Complaint: 20560989
I am rejecting this response. Home Depot should be held accountable for selling a terribly dangerous product in their stores. The washing machine causes and entire house to shake and could mow down a small child. The consumer product safety commission should be contacted in regards to this product. It should not be sold in Home Depot stores.
Sincerely,
***************************Initial Complaint
Date:09/05/2023
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 few items online and used a 10% discount coupon on August 31. I received a call from the store the next day, telling me they had to cancel the 24-inch shower drain in my order because all of the inventory in their store were quite damaged, but advised I could reorder and pick up at another store. The associate gave me the Home Depot online phone number and told me they would be able to honor the price I paid. She also put a note in my order so that I dont need to explain the whole situation again. However, when I called Home Depot and they told me I had to pay the full price to reorder the item. They seemed to push everything to the store and said I had to deal with the store for it although the order was originally placed online. I then called the store and the store told me they wont be able to adjust the price for me and have me pick the item up from another store (it has to be the same store) and push the ball back to homedepot.com. I also have the 36-inch shower drain on the same order, which was supposed to be delivered on Sep. 2. When I phoned Home Depot, the representative told me the item was out of stock and I would for sure get it on Sep 6. I asked since there is stock in some home depot stores, if they could help me change it to be picked it up from a store since I needed the item and I am not certain if the Sep 6 estimate is accurate because that was the date that showed on homedepot.com if placing an order now. This date was Sep 2 when I placed the order and it didnt happen. Yet, the representative offered no help and would not honor the price I paid if I reordered it and changed the delivery method myself so that I could get the item sooner. To date (Sep 5), the item is not yet shipped still. At the end, I had to drive a longer distance to a different Home Depot store and pay the full price and get the two drains because of the stock issues and misleading information Home Depot is giving.Business Response
Date: 09/07/2023
September 7, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
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 an online order placed with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot online support team has assisted the customer with cancelling the order.
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: ********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,
***********************Initial Complaint
Date:09/05/2023
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 having several orders going really bad. I placed an two orders for my deck project H2608-253559 and H2608-253553. One had lumbers and misc. items and the other one had 110 16 ft. decking boards, So H2608-253553 110 decking boards was split into two deliveries, 100 and 10. I got the 100 but the 10 was never delivered. Trying to work with H2608, no body was able to help to cancel the 10 and get refunded. They tried their best. HD system is so bad which is not allowing them to cancel. I don't blame them though. The second issue is regarding to the job site pick up, I had some defective boards need to return on both order. 11 16 feet 2x8 pt on H2608-253559 and 12 decking board on H2608-253553. There is one job side pick up for H2608-253559 initially for 1 lumber but I end up need to return more which is 11. No body was able to change the quality on the job side pick up nor schedule another job side pick up. The job side pick up for H2608-253553, first time no show, second time driver refused to take them because they are not wrapped and on kicker. Again was never told that it need to be done. Now onto the third job side pick up schedule for this Friday. The process is beyond ridiculous. Lastly, very poor quality Home Decorators Collection Vanity Combo, initially placed order WJ38326564, the drawer rail is defective, was asking for replacement rail but advice to return it and buy a new one which I did, and no one has come to pick it up for return yet. The replacement order WM44053698 I have install it and put the tiles around. I just found that the board is expanded already, attached picture. I have not actually finished the bathroom and it is not even in service yet. And the product is already damaged. There is no way I will rip off everything and return this and buy a new one. This product is not cheap and it is worst than the cheapest vanity in HD in my opinions. Please address issues on those three orders mention above. Extremely disappointed.Business Response
Date: 09/29/2023
September 19, 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 store manager has completed the jobsite pickup, returned and refunded the customer, and assisted the customer with his vanity. The customer was provided a $150 markdown to keep the vanity 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: ********Customer Answer
Date: 09/29/2023
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.one thing to note here that, The refund is incorrect because one deck board less from the refund.
Sincerely,
*******************Initial Complaint
Date:09/05/2023
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 had a person from Home Depot in ******** ** by the name of **** come look at my parents flooring he had stated that everything looked well and there were no issues and that we are able to put vinyl flooring down and took measurements . My parents paid close to $4000.00 for this job which paid for supplies, work,contractors,etc. however when the sub contractors came they said the measurements were incorrect and the WERE NOT able to put down flooring because the old hardwood floor wasnt flat which would cause the boards to come up and refused to do it. Now when my parents went to Home Depot in ******** they stated that they could give some but not all money back and sub contractors still will come out of their pockets even though Home Depot made the mistake. We painted the house, stairs, and had some paint on hard wood floors because we knew we were putting vinyl on top but now the stairs no longer will match the floors and old hard wood floors look bad all based on a promise from a mad who can clearly not do his job!! I will never go to Home Depot again they consistently do a bad job and dont own up to it. Im extremely upset I thought a reputable company wouldnt take advantage of an older couple and a foreign women shows how they treat there company. I want them to figure out how to put the vinyl in fix the floors as they promised they would I hope that there company owns up to a big mistake they made that an older couple now had to deal with which is not good for there health.Business Response
Date: 09/11/2023
September 11, 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 reached out to the customer on 9/6/2023 to apologize for any inconvenience caused and address their concerns. However, the customer was not available to talk. In an effort to follow up regarding the customer's concerns, ********************** sent an email to the customer on 9/6/2023 and another on 9/8/2023. A phone call was also made on 9/11/2023 in an attempt to address the customer's concerns but unfortunately, the customer remains unresponsive. 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 #********Initial Complaint
Date:09/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/2/23 I placed an online order (#WG41981867) for 2 sets of prehung french patio doors to be delivered inside my home ($99) on 9/5/23. Upon delivery, the driver informed me that one of the doors was broken, with broken wooden trim that was visibly laying in the truck. He said he was told to deliver it that way and asked what I wanted to do...that the store didn't follow the rules. (Mind you, the store had more in stock that they could have switched it with.) I then called customer ********************** to find out if was supposed to deny the whole order or just the broken door. The driver waited outside in 100 degree heat for me to deal with the issue. I waited on hold for 10 minutes because the text option would have taken 17. When I finally got someone I explained the matter and she placed me on hold to get an answer because she wasn't sure how many of the doors I should refuse. She said it would be 1 to 2 minutes so I waited outside with the drivers. Twenty minutes later, the representative still had me on hold and I couldn't bear to leave anyone in that heat any longer so I refused both doors. I came inside and remained on hold for about 10 more minutes before I was hung up on. I had to call back and wait again for 9 minutes this time to get another person who connected me inadvertently to the store where I could overhear the manager speaking to her staff about checking for a replacement door for me. The manager called me to reschedule for Friday, 9/8/23. I repeatedly let everyone know I was supposed to get my doors installed tomorrow, 9/6/23, and of course no one cares and has no explanation as to why the damaged door was sent. For my inconvenience, the manager said she would refund my delivery fee but I've seen no email confirmation or anything so I'm skeptical. After paying over $1600 for merchandise, I don't expect to be treated with such disregard as to send me damaged goods especially when I'm paying for delivery!! Now my whole project has to be delayed almost a week because of someone's laziness and lack of professionalism. And all I get is I don't know why that happened, here's $99, I think. Maybe I should have just stuck with ******.Business Response
Date: 09/14/2023
September 14,2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
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 customer may have experienced regarding their patio door online order.
We reached out to the customer and advised the store provided a 30% markdown on one door in the amount of $214.20. A gift card in the amount of $250.00 was offered as compensation for the delays. Customer accepted.
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:
*************************
** Case # ********Initial Complaint
Date:09/05/2023
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.
July 31, 2023 filed a claim with Home Depot # 1-82623092 for reimbursement of a water filter under a 5 Year Protection Plan and have not received the refund as of this writing. Spent 45 minutes on phone this am with Home Depot Rep and rep could not locate my claim.Business Response
Date: 09/25/2023
September 25, 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 warranty.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. **** regarding his warranty. We have made multiple attempts to contact our customer with no success. ********************** 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# ********
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