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.
- 3,462 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:09/01/2023
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.
Ordered a Glacier Bay dual flush, beige toilet through ************** that had to be shipped to my home because the store only carries white in stock. It took 2 weeks to receive it via Fed-Ex. Upon delivery, it was received broken. My wife called the customer service department to have it returned and replaced. They handled he matter and gave an additional discount on the replacement order. About a week later we received the replacement toilet, also broken, which was refused and returned back to the shipper. I then contacted ************** customer service department telling them the shipment was refused and returned. They ordered another toilet to be sent to the store for pick-up. That too was received broken. They immediately sent another order to be shipped to the store, which was not shipped. They cancelled that order and resent a new order. This is the 5th attempt to get an unbroken item! The packaging from Glacier Bay is horrible. They do not use any kind of bubble wrap to protect the porcelain from breakage. It was packed in cardboard only.
Business Response
Date: 07/23/2024
July 23, 2024
Attn: ***********************
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
*****************
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 and provided the following information. The customer called back and advised that the other order was under his wife's info, we located: WJ37170069, CM41613348 and CM42013936 from July 2023. The customer stated that he filed the ******************** complaint against Glacier Bay last year and didn't hear back. He said the last toilet he received was successfully installed and he was also credited almost 50% off the most recent order WG39765357. We informed the customer while on the call that we will provide feedback for Glacier Bay through the merchant.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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
Phone: ***********************
Reference Number: 36505372Initial Complaint
Date:09/01/2023
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 new Maytag washing machine via homedepot.com, including delivery and install by Home Depot, as well as old machine haul away. 8/10/23 - washer delivered and installed. 8/17/23 - while running the second ever wash cycle, I notice a knocking noise from the washer. I stop the machine and look under the washer to check adjustable feet to ensure washer is level. At this point, I notice front 2 feet are bent inwards, with one of the feet pads cracked from sitting at an angle. The frame where the feet s**** in is also bent/depressed upwards. 8/17/23 - I contact Home Depot via the number provided by the installers in case of issues. They state they will schedule a tech to come out, but to call back tomorrow as it was after 6pm and they are closed.8/18 /23 - I call back in the morning, a diff person states they will contact maytag to send me replacement feet (**** day ship), and when I receive, call back and they will schedule a tech to come out and replace them and inspect.8/29/23 - The feet arrive. I call Home Depot back and they scheduled a tech for 8-8:30am on 9/1/23 9/1/23 - At 9am with no sign of tech, I call Home Depot again. They say there's a note in the ticket stating job was cancelled yesterday at 6am. I was not contacted, despite them having 24h+ to do so. They state the reason for cancelling is their techs can't install direct ship parts. This is a direct contradiction to what they set me up for. I asked why the previous people set it up if it can't be done, and was met with a long pause and an "I don't know". When asked to speak with a manager, I was told "they can't do anything I can't do".They then contacted maytag to have one of their authorized techs come out to install the feet, despite me saying multiple times that the frame itself is also damaged and new feet won't fix the issue. Home Depot refuses to take responsibility, despite the damage clearly happening under their care. I'm now 3+ weeks with no washer with no end in sight.Business Response
Date: 09/12/2023
September 12, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
****************************************************************************************************
RE: ***************************/ BBB Case #: 20553490
Dear *************:
We acknowledge the receipt of the BBB Case #: 20553490.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations Team for their immediate attention and assistance with resolution. The Online team contacted the customer in apology for this experience and refunded the customers order. As a customer ********************** gesture,the team issued a gift card for the inconvenience, to which the customer accepted.
With that said, we have addressed the customers concern and consider this matter resolved. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot - Customer Care
P:*********************** | F: ************
Case No.33732404Customer 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:09/01/2023
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 ***** worth of carpet and flooring at the Home Depot in zinger ************************ on August 2, 2023. I already am getting the bill for this and they havent installed or delivered the products. Every time I call the store they hang up on me or give me the run around. I was given a date of September 25. Thank youBusiness 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 flooring ordered with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has contacted the customer to provide an update on the flooring 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: ********Initial Complaint
Date:08/31/2023
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 a GE Profile refrigerator model PWE23KYNFS on June 3rd 2023 (order number H2805-191803). Delivery was originally scheduled for July 14th. As we came close to July 14th, we were notified it was delayed until July 24th for some reason. On July 24th, the delivery truck arrived. The workers opened up the truck door and we saw the refrigerator was tipped over and propped up on a large box apparently the refrigerator was not properly strapped in the truck. The workers quickly lifted it up and put on its feet then lowered it from the truck to our driveway. They brought into our home and attempted to slide it into our refrigerator cabinet, but clearly it wasnt going to fit the refrigerator was tilted to the left and was not lining up to our cabinet. I asked if they could adjust the wheels on the bottom to straighten it out, but the delivery person said there was no adjustment and insisted our cabinet was not plum and level. We explained we checked the cabinet with a level and confirmed the measurements several times before they arrived but then they abruptly tried to force it into the cabinet with great force I immediately told them to stop! I wanted to call Home Depot but they said they couldn't wait and so we decided to leave the refrigerator where it is and have it picked up later. After they left I checked the cabinet for plumb, level and square as well as measuring the width of the cabinet. Then took carpenters square to the refrigerator and found it was not even close to being square. Appears when it tipped over in the truck, the impact pushed it out of square. We also noticed scratches in our brand new hardwood floor they did nothing to protect it. Contacted Home Depot to explain the situation and setup a return and replacement delivery. We found out it would be another 5-6 weeks to wait for another one sometime in early September. Eventually we were able to talk to GE to try to get it sooner. Spoke to a Supervisor named ***** (employee number L779555). I believe she is in the Home Depot ************* at GE. She was very nice, but explained there were no other options we have to wait until September 1st for another refrigerator. Our case number was ********. We arranged the pickup of the damaged refrigerator for July 28th, and the day before we were told they would arrive late morning to early afternoon. But at 7:45AM on July 28th LSA Logistix arrived without notice - I was still in bed. The worker (same one that delivered) had no real reason why they came so early and he picked up the refrigerator. It was an awkward pickup for multiple reasons. I contacted someone at FSA Logistix (I believe FSA, there was so many transfers) to request another delivery person when the new refrigerator arrives and I was told it would be in the notes. On August 31st, we hadnt heard anything about the new delivery so we called Home Depot Delivery to check on it. I spoke to a few people at Home Depot, and eventually ***** a supervisor told me our order was cancelled on July 24th by FSA Logistix! For no reason! We waited almost 6 weeks for nothing. No one told us the order was cancelled even though it was still listed on our credit card until today (August 31st). Now were being told its another 6 weeks - again! Next delivery is middle of October? We spoke to several people at Home Depot and GE and nothing can be done to expedite the refrigerator we ordered in June! I called Home Depot escalation, and all they did was have someone at our local store call me asking to create a brand new order with no faster delivery available. We lost our place in line with the original June order completely.Its ridiculous to have us keep waiting for a refrigerator we ordered in June 2023. Its unfair to make us wait another 6 weeks (middle of October) just to find out there could be another problem. I am asking Home Depot to contact GE and see if anything can be done to expedite our replacement refrigerator. Thank you.Business Response
Date: 09/22/2023
September 22, 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 refrigerator purchased from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has 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: ********Customer Answer
Date: 09/29/2023
Complaint: 20551891
I am rejecting this response because: We spoke to the Home Depot representative and she offered a Home Depot "Gift Card" and said there was nothing further that can be done. Over 4 months to wait for our new Refrigerator due to a series of mishaps by Home Depot and their delivery company? Nothing can be done? We originally purchased the refrigerator from Home Depot because there was a $300 sale/discount back in June. In the end, Home Depot cannot fulfil our refrigerator in a reasonable time - over 4 months is unacceptable. And we found ****** can deliver the same refrigerator in less than one week. So to sum up: Ordered in June. Home Depot delayed our delivery, then delivered a damaged unit. We patiently waited over a month for a replacement and then found someone cancelled our order without telling us - so we waited for absolutely nothing. Then we are told we have to place a brand new order through Home Depot like a new customer - so basically Home ********************** told us to go to the end of the line again for another 6 weeks! If that one fails to deliver or is damaged, another one won't be available until 2024! Most likely we'll order the refrigerator from somewhere else losing the original sale price, can't use the Home Depot GC (for the Refrig), and lost over 4 months waiting. Doesn't seem fair.BTW: Please do not cancel our order (again) until we make a final decision.
Sincerely,
***********************************Business Response
Date: 10/09/2023
October 9, 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 refrigerator purchased from The Home Depot.
As previously stated, The Home Depot Online Support Team has 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: ********Customer Answer
Date: 10/14/2023
Complaint: 20551891
I am rejecting this response because: Since Home Depot could not deliver the refrigerator within a reasonable time frame (over 4 months) we were forced to purchase the same exact model refrigerator from ******** they delivered in less than a week. As you stated, and I also mentioned that you provided a Home Depot Gift Card compensation. To be clear we asked for delivery, and you offered a GC as the best you could do. But we can't use that gift card on our refrigerator now. We also lost a $300 sale price when we originally purchased the refrigerator at Home Depot. We would rather have compensation in the form of a check instead of a Gift Card to help cover the cost difference and the amount of time and inconvenience this caused. Home Depot simply could not perform on this delivery, and that cost us money and a lot of time and frustration.Sincerely,
***********************************Initial Complaint
Date:08/31/2023
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.
Attached is my order receipt. The shades were purchased within 3 years from today and are still under warranty. As seen in the attached photos, the operating mechanism is faulty, and should be covered under the product warranty. However, when I called the warranty department, I was told that I should have returned the item within 90 days from the date of purchase and offered to go to the store to "see what they can do." When I called my nearest store, I was referred back to the warranty department. There was no attempt to remedy the situation, nor was there an offer to inspect, repair or replace the shades, despite this being an issue that is specifically covered by Home Depot's warranty. Instead, I was sent on a wild ***********, which is unacceptable. At this point, I would like to receive a full refund.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 Home Depot blinds department to further assist the customer. The blinds department confirmed that the photos confirm the customer's coverage under the ****** warranty. They requested the customer to call them directly to place a new order and the refund will post to the existing order after the warranty process. The customer will be assisted with a new order for replacements and was provided with a $75.00 Home Depot e-gift card due to the experience. The customer has accepted and acknowledged that the gift card was received.
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: 33707124Customer 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:08/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been waiting for a refund of the attached item since 7/18. I keep getting the runaround.Business Response
Date: 09/06/2023
September 5,2023
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 executive escalation online team has confirmed that the refund was processed on 9/1. Our online team has also confirmed that the customer saw the **********************.
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:08/31/2023
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.
We ordered a dishwasher and paid for installation. I confirmed with the agent when I placed the order that their installers could remove our current dishwasher. When the installers arrived they tried to pull on the dishwasher to remove it but then they couldn't remove it. They said they couldn't remove the dishwasher and then left and took the dishwasher we purchased with them. I had a neighbor come over and he remove 2 screws and was able to quickly remove the old dishwasher. I am extremely upset that they have you pay for professional installers and haul away, who clearly have NO experience removing the dishwasher, Something as simple as removing 2 screws to remove the dishwasher was all they needed to know. I am also extremely upset they took the dishwasher that we purchased. I have been on the phone for 2 hours now trying to speak to a supervisor. This is so unprofessional and uncaring. I need our dishwasher returned and I need all haul away and install charges refunded. And we need to be compensated for the inconvenience. I have another complaint as well regarding my experience of purchasing the dishwasher. Upon checking out they asked me if I wanted a credit card and told me that I would get $100 off as well as 6 months financing. I entered all of my correct information and was approved but they said I needed to verify some information. I called and verified and the lady kept repeating my phone number back incorrectly. Finally, she repeated it back correctly and said she was sending me the shopping pass. I only got the credit card so I could use it that day. When I went to use the shopping pass the code never got sent to my phone. So I called and waited on hold for 30 minutes. They said they had the incorrect phone number because the lady changed it- and that I couldn't use the pass for 2 days until it updated. I would have never had them ding my credit to get a card that I couldn't use. I used a different card. I need the $100 back that I was promised.Business Response
Date: 09/22/2023
September 22, 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 a dishwasher purchased from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has 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: 33707170Customer Answer
Date: 09/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:08/31/2023
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.
Refrigerator was delivered defective, they could not deliver a replacement for 8 days, I lost all the food and all the frozen foods. I contacted Home depot by email and also called. They want to offer me 20% compensation and stated I should file a claim with my insurance warranty for the loss of food. I lost more than $500.00. I shouldn't have to make a claim on my policy, Home Depot should be responsible. When I contacted my warranty insurance I was told the limit for lost food is $300.00 I had to leave my home for 8 days, my wife is very sick and has medications that need to be refrigerated. The new refrigerator was delivered this time with a missing shelf and phone numbers are thrown at me to take care of getting the missing shelf, of trying to get coverage for lost food etc. 20% compensation is not enough, The food loss should be compensated by Home Depot not my own warranty company where a claim has to be made.Business Response
Date: 09/07/2023
September 7,2023
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 executive escalation online team has confirmed that the customer accepted the additional compensation in the form of a check.
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: 09/08/2023
I have not received the check stated in the Home Depot's response once I do I will respondBusiness Response
Date: 10/17/2023
October 16, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ***********************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, The online resolution team reached out to the customer and the customer confirmed that they have received both checks.
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: 33707246Customer Answer
Date: 10/23/2023
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:08/31/2023
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.
Ordered a stackable washer / dryer along with a stacking kit from Home Depot in store on 7/24 with order #H****-489024. The washer/dryer were supposed to be delivered a few days later and when the delivery team arrived, they did not have the stacking kit with them and were unable to install the washer/dryer, so they left them in our garage. Not sure why but the stacking kit shipped separately and arrived ~1 hour after the deliver team left. We had to reschedule for the delivery people to come out and install everything now that it was sitting in our garage. They came on 8/11 to install it and when they unwrapped the dryer and started putting it together discovered that it was defective (the s**** was not able to be screwed in / hold the wire in place) so they were not able to install it and they said we would have to be sent a new dryer to be installed. They delivery team said we would get a call within 48 hours, but we never received a call. On 8/15 I called Home Depot because we had not been contacted and spoke with Customer Order Specialist #**** (****) and told her the issue. She basically said that this did not fall under Home Depot anymore because it was past 48 hours of delivery and we had to contact the vendor. This made no sense given we were supposed to receive a call (which we never received) and the washer/dryer were never actually installed or accepted, they are still sitting in our garage. She said she would look into it further and contact us again. Never received a follow up from ****, so called a couple of days later and was told it would be escalated to **** and a different team member. **** reiterated over email that it was not Home Depots problem and we had to contact *** We were given a ***** number, which does not work, and still don't have a wash/dryer after a month. This is such an absurd situation. We bought the washer/dryer from Home Depot, it was never installed and is still sitting in our garage, and Home Depot refuses to help us.Business Response
Date: 09/29/2023
September 29, 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 a stackable washer and dryer ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot online support team has placed a replacement order for the customer.
With that said, ********************** 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: 33707199Initial Complaint
Date:08/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
8/23/23 Wife was scammed into $10,500 on Home Depot gift cards. Many steps should have and should be taken when that amount is being charged.The case number is: ******** This was the last email we sent:Hello Home Depot, were very disappointed in the way your team does follow **** We have called multiple times talking to multiple people and left voicemails and calls directly with the case worker have havent heard response or final status. Im Lydias husband, *****, requesting this goes to the highest level representative of Home Depot because multiple policies were overlooked. I, ***** husband to *****, talked to the representative online yesterday and they requested we send an email about it.The escalation representative was on the phone and requested internal policy information. I went directly into the store trying to get more answers but they couldnt help. I personally cannot get that because they arent allowed to give that out. Can you call the store? Address: ******************************************************************************************** The store policy here in ******** is that if its a purchase over $500 it needs manager approval. That did not take place. Also if its $5000 or more in one day it should be denied and contact Corporate Gift Card sales department at **************, option 2 or visit The Home Depot Corporate Gift Card website.The employee that did the transaction was not a manager. No manager approval was taken place. Policies were broken and this should not have taken place. After we found out about the scammed money I contacted them immediately and they said there should have been manager approval even if it was above $500 according to the stores policy.Business Response
Date: 09/07/2023
September 7, 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 customers gift card purchases were submitted for investigation and unfortunately,the gift card(s) listed below have already been redeemed. Because we can only offer refunds to any unredeemed amounts, there is no refund available here.
Store leadership confirmed that is not unusual for a customer to purchase gift cards for a remodel. We also have what we call the "Granny Scam" alert posted at all the registers. Our cashiers are aware and ensure that they are partnering with a head cashier on unusual credit card purchases. The customers complaint has been documented for leadership review and awareness.
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: ********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.