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
- 11,888 total complaints in the last 3 years.
- 3,458 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:08/30/2023
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.
******* installed by Home Depot is leaking, and after many inspections by various Roofing Companies it's been determined to be due to incorrect and faulty installation. Home Depot has exited the Roof Install business and is not honoring their warranty for the roof, they use a 3rd party vendor Genpact, and they are not responsive nor meeting the terms of the warranty. Roof has not been repaired.
Business Response
Date: 09/11/2023
September 11, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******,** 30303
RE:******************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of Better Business Bureau Consumer Complaint #********.
On behalf of The Home Depot, We apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has forwarded the customers concern to our warranty service provider Genpact. A representative from Genpact has contacted our customer and they have agreed on a settlement for the warranty claim. 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 and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
Case: ********Initial Complaint
Date:08/30/2023
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 vanity s red t for the bathroom from Home Depot, when they delivered it, they did not knock to give me a chance to inspect and accept it, they just dropped it upside down in front of my garage on the driveway. It was broken in pieces! I called Home Depot to cancel and ask for refund and asked to send someone to pick it up ASAP! They said they would not give me a refund until they receive it and also said that the carrier needs to schedule a pick up time and date. I explained to them and also the carrier agent that there is no need to schedule a pick up since the box is in my driveway. They did not have a policy to ask me to come and inspect it once they dropped it but for return it was their policy to schedule a time and date. Since then they scheduled a pick up three times and I confirmed it, no one showed up to pick it up. I called Home Depot many times and each time on hold for hours. I am a busy doctor and dont have time to spend on a return which should not be this complicated. I lost a lot of time dealing with this issue and my construction project was delayed because of this ( I ordered another vanity from another company and still not received it) and during this whole time, I had no access to the garage and had to park my car outside!Business Response
Date: 09/06/2023
September 5, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ************************* /BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive team reviewed the case, called, and emailed the customer on August 31st regarding order #**********. We advised there was a pick-up date scheduled for September 1, 2023. Our customer responded to the email and acknowledged that the stores manager provided a truck rental free of charge for her contractor to complete the return. At this time, the vanity has been returned and refunded. As a customer ********************** gesture, we offered Homeira compensation,and she accepted the offer.
If further assistance is needed, please contact ***** 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
Phone: ***********************
Reference: 33696342Customer Answer
Date: 09/07/2023
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:08/30/2023
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.
Bought sliding glass door with install for $3402.03 on 5/16/2023. Got call on 5/17/2023 from HD said they sold me wrong door, need $1305.74 more. I was sold (Impact with Turtle Glass) needed to be (Hurricane with Turtle glass). Door was installed (with out trim) and at that time I told installer - the 2 glass doors are different colors. He said tell Home Depot. I did . On 7-13-23 ********************* (works complaints for local HD) contacted me and she asked me to take pics of door and send to her. Reluctantly I did. On 7-14-23 ***** contacted me and asked for better pics. I refused and said Im upset. She finally sent someone out to take pics. On 8-25-23 an installer called me and asked to setup time to install correct glass. I said Im not taking a 2nd day of PTO for this mistake. It is set to be installed 8-31-23 after 5:00PM. Glass that is wrong is on the stationary side of sliders. That means it needs to be CUT OUT of the *** DOOR and new glass SOME HOW attached to the door. Dose this result in a door that is just as hurricane proof? Guaranteed? The bottom of the slider was cut to size with a grinder that left an uneven cut that can be seen from out side if you look for it which I do every time I walk by. The door still doesn't have trim put on it and as far as I know, no-one is planing on installing it. I haven't used the door at all. I put the $4708.04 plus interest on my Home Depot card on 5-17-23 and have made 3 payments. With no trim I keep the door covered with curtains and don't use it. I cannot fathom paying full price for this product and service. I also can't see an option of not keeping the door. Trapped it seams. I am looking to have $2000 removed from the price.Business Response
Date: 09/29/2023
September 29, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************** / BBB Complaint # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent home improvement with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depots Executive Escalation team has partnered with our District Service Manager and Service Provider regarding order # H6936-272581. On September 27th, our Service Provider visited the customers home for review and completed all repairs. At this time, we offered the customer half off his ****************** cost and Mr. **** declined the offer.
With that being said, we have addressed the customers concerns and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Reference: 33696410Customer Answer
Date: 10/03/2023
Complaint: 20543179
I am rejecting this response because:I have now taken 2 days off work to allow this door to be installed and trim to be installed. I feel like everything in my first complain is no longer being considered when it comes to compensation. In addition to everything I have gone thru over the last 4 months, the installer found when he came to complete the trim that tape he left on my floor planks in front of the sliders had become unremovable. He purchased a 2.5" x .5" transition piece of wood to cover up the spot where the tape was. It doesn't match the floor be far. The sliding doors are finally done and Home Depot wants me to pay full price for the door (that came with the wrong glass) and pay over $500 for the installation that took 4 months. Do not send ************************* (owner of the company that did the install) to my house again. I will refrain from talking about that unplesent encounter. I know it doesn't mater to a huge corporation but I have been going to Home Depot for as long as it's been here in ****************. I am a DIYSer, I own 4 houses here and do all my on work. I am there 2 or 3 times a week. If I could have carried it upstairs, I would have done the install my self. Wife talked me into (having it done by professionals).Remove the installation charge and I will close.
Sincerely,
***************Business Response
Date: 10/12/2023
October 12, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: ***** Page / BBB Complaint # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent home improvement with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depots Executive Escalation team has partnered with our District Service Manager and Service Provider regarding order # H6936-272581. On September 27th, our Service Provider visited the customers home for review , completed all repairs, and there are no open service issues. At this time, we offered the customer compensation and Mr. **** accepted the offer.
With that being said, we have addressed the customers concerns and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Reference: 33696410Initial Complaint
Date:08/30/2023
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.
Our order Id # is ********** for flooring in ******* Pass Hickory ********** in 22 MIL 9 in. W x 48 in. L. Click Lock Waterproof Luxury Vinyl Plank Flooring (18 sq. Ft./case) X ***** cases. It was suppose to be delivered 8/21/2023 but on that day we received an email saying our order has been delayed but would be shipped typically in 5 business days.As of 8/29/2023 we have NO* received our ***************** Depot is telling us they cannot find our order. We did receive the * Molding but not the ***** boxes of flooring. *hey have assigned us a case number of ******** but we require your assistance in getting resolution as we are unable to move into our new home until we receive our order.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 online resolutions team contacted the customer to further assist. The order cancellation has been completed. The customer will see the refund back to the form of payment applied to the order within 3-5 business days.
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
Complaint: 20539632
I am rejecting this response because:THEY DID NOT contact us. We had to call them NUMEROUS times, ( a minimum of 4 times) before the afore mentioned resolution via cancellation was reached. Furthermore, we paid to have it delivered and 9/7/2023, WE had to drive there and pick up ANOTHER order to be able to complete our floors so we can move into our new home.
***************************
Business Response
Date: 10/11/2023
October 11, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: *********************** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer to further assist. The customer was refunded $3,770.00. The customer was satisfied with the outcome.
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: 10/12/2023
Complaint: 20539632
I am rejecting this response because:
They did not refund our money as they said they had not charged our card, which after review of the few months statement was true.
it does not change the fact that we have waited nearly a month to finally get resolution, which THEIR representative stated they would issue a refund. That indicates to me that they were not able to tell us the order had never been placed. I am very dismayed having gone through over a month of trying to figure this out and NEVER receiving a call from them and feel we should be compensated for at least one half of our final purchase.
Sincerely,
***************************Business Response
Date: 10/20/2023
October 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: *********************** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team confirmed that the customers new order has been 99% refunded. The customer was advised to allow 3-5 business days to post.
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: 33707159Customer 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:08/30/2023
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 complete kitchen remodel through Home Depot: including new countertops, new kitchen sink, along with complete cabinet resurfacing with new hardware and Lazy ***** installation. What was supposed to be a dream remodel turned into a nightmare. First off we were not told before installation that the sink install only included installing of the sink. We still had to hire a plumber to install faucet, spray ************ connections for water lines which was an additional $500-$1000 expense. The next thing they were supposed to apply the backsplash for the kitchen and didnt do that. After a week going back and forth Home Depot ended up giving us a coupon to buy the peel and stick material and my son had to install it himself. The next thing, after about 6 months the cabinets started to peel and the material just started to become unattached to the cabinet and bubbling. Home Depot came out and fixed some of the cabinets and less than 6 months later the same thing happened once again. After contacting Home Depot several times it took about 2-3 weeks for a manager to get back with us. They sent one of the damaged cabinets to the manufacturer and we were told that this happened due to extreme heat and would not be covered under warranty. This didnt make any since because they were installed in a kitchen where cooking is essential in my household with 2 teenage grandsons. Why would they resurface kitchen cabinets with material that cant withstand normal kitchen temperatures? I paid 25K for this kitchen remodel and was completely dissatisfied with the quality of the work and the time in which it took to finish the remodel. Since then Home Depot has been unresponsive and basically tells me they cant do anything which is completely unacceptable. Again I spent 25K of my hard earned retirement money to upgrade my kitchen and it is left looking like a 5K job from a neighborhood contractor. I have current pictures of the horrible craftsmanship.Business 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 ******************.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint, Home Depot Installation Services reviewed the project. Per Home Depot Installation Services, the Service Provider will contact the customer and work with Home ********************** and the manufacturer to replace the cabinet door materials. This path to resolution was shared with the customer via email on 9/7/2023.
Should the customer need additional assistance regarding this matter, please recommend they contact their Executive Escalations case manager.
With that said, we are addressing the customers concerns and will continue to assist/monitor this matter until 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: 33693248Initial Complaint
Date:08/30/2023
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 bought a vinyl flooring traffic master from Home Depot on 4/27/21. I purchased the floor on my chime debit card so I would always have proof of this purchase. When we rang out I did not receive anything to fill out for the 30 year warranty nor was I told I needed to keep a receipt for the full 30 years. Also on the traffic master box it says distributed by Home Depot. So the flooring was definitely from there. We had a contractor put our floor in later that week. Over the past couple of months we noticed the floor separating/chipping/cracking so my husband reached out to the company number on the traffic master box **************. They said we would have to go through Home Depot to get the warranty. I spoke with ************************* over the phone #************ and through email at ********************************* for about ONE MONTH. I sent multiple pictures of the flooring and a copy of the transaction from my chime card for ******. It has the store number and address under the transaction. I explained I put it in my debit card so I would have proof of purchase. home **** was not able to go back and look up the purchase on my card. Apparently their system only goes back for a year. *** never had an issue like this in my life. I have a box with the *** # and my card that I bought it on so I figured theyd be able to look it up. Nope theyre not. So after speaking with ***** and her giving me a month long run around and conflicting info she finally said Id have to call the company on my own for the warranty. Today 8/29/23 I spoke with **** the number on the traffic master box and he said you dont have a receipt we cant do anything for you. First Home Depot never gave me anything to fill out for a warranty or even gave any info about what I would need for the warranty to protect myself I this situation. So I was supposed to keep a receipt for 30 years? Im not happy my floors ripped up and looks terrible after 2 yrs, I want the warranty thats promised!Business Response
Date: 09/14/2023
September 14, 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. After speaking with the customer,we will replace the flooring by providing a five hundred dollar electronic gift card for the customer. This way the customer will have her receipt in case of any future warranty issues.
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 should you have any additional questions or concerns.
Sincerely,
****************
Executive Escalations Representative
Office: ***********************
Reference Number: 33706962Customer Answer
Date: 09/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:08/30/2023
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.
Today (29 Aug 2023), the new door was installed per PO#********, but the workmanship is completely unsatisfactory. I have encountered several major issues, which cannot be overlooked: 1. The installers failed to show up on the scheduled date (Saturday, August 26, *****), without any prior notice. This forced me to reschedule my morning appointment, which is unacceptable. 2. The lock mechanism on the door has been malfunctioning since installation, creating a significant security risk. This must be fixed immediately. 3. The door was installed misaligned, making it difficult to open and close properly. This is a clear indication of poor workmanship. 4. Despite my request for a special order to include a mosquito screen protector, it was not included. This is a direct violation of the agreement. 5. The installer should have informed me of the missing screen protector so that I could decide whether to remove my old patio doors, which had the mosquito screen protector. 6. There are multiple open gaps around the frame, which poses a significant risk of molding and health issues. This is completely unacceptable. 7. The delivery of regular standard in-store patio doors instead of the special order I had agreed to pay for is a clear breach of contract.8. I was forced to pay for professional installer ***************************, Badge ID #***********, to measure my patio sliding door before placing a custom order. It is unfortunate that the order was non-refundable and I was unable to return it. But then, installation technician *************************, Badge ID #************, informed me of incorrect measurements I called the Home Depot (South ********* **) and Spoke to *************** who was a manager. He told me to send the email to **** who was a customer **********************. The customer ********************** staff's departure at 5 p.m. did not excuse them from fulfilling my request to reverse the installation. The installation worker's refusal to comply and removal of my old door posed a significant security riskBusiness Response
Date: 09/06/2023
September 6, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************ 30303
Re: Tee Le/ 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 patio door purchase and installation.
Home Depot has carefully reviewed this matter and offers the following response. RFI Field Manager ******************* visited customers home on 9/5/23 to address her concerns. Customer confirmed she spoke with Customer Order Specialist **** who reached out to her and advised all concerns will be addressed by 9/22/23.
With that being said, The Home Depot does not consider this matter closed and will provide all updates.
Please know that The Home Depots goal is 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,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm ESTInitial Complaint
Date:08/29/2023
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.
Sometime in January of this year, I made a purchase at home depot using my home depot credit card. The purchase was for a certain amount and the agreement was to pay the full amount due within 6 months in order to avoid paying any interest. In May 2023, I made 2 separate payments toward my home depot credit. The first payment of $260.35 was on May 5 made directly from my home depot online account. The second payment of $200 was made on May 19 directly from my online banking account. After making the payments, I realized that I did not receive credit for the $200 that I made on May 19th. I called many home depot representatives to ask what happened to the $200 payment. I was told that they didn't have record of that and they requested that I submit receipts to prove that I did make the payment. It's been about 3 months now and the matter has not been resolved. In addition to the $200 payment still undergoing investigation, home depot charged me $79 in interest. I do not owe home depot any additional money because the payments were made on time; thus I should not be charged any interest because home depot is not able to track where my $200 payment went despite of the proof that I provided to them.Business Response
Date: 09/01/2023
September 1, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************
RE: *************************** /BBB Case #: 20541107
Dear **************:
We acknowledge the receipt of the BBB Case #: 20541107.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. Citibank (South Dakota), NA is the financial organization governing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation, ********* will correspond with the customer directly within (10) business days. If further assistance is necessary regarding your account, the customer may reach them directly 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 if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case No. 33682449Initial Complaint
Date:08/29/2023
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.
8/29/2023 I didn't receive the items purchased in a timely manner and had to pay contractors for missing a day's work a total of ****** dollars. Home depot failed to provide service as promised for me to pick up the items in 2 hours as promised.Business Response
Date: 09/28/2023
September 28, 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 order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ******** regarding her order. We prepared to offer our customer compensation along with the requested financing option she requested. The Home Depot considers this matter in progress pending final decision from the customer.
Please know that it is *********************** 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: 09/30/2023
Complaint: 20540930
I am rejecting this response because:
Sincerely,
***************************Business Response
Date: 10/13/2023
October 13, 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 order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ******** regarding her order. We prepared to offer our customer compensation along with the requested financing option she requested. The Home Depot considers this matter resolved as customer has accepted our offer.
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: 12/18/2023
There was a customer ********************** matter (case #********/#********) that occured at the home depot. This matter was brought forward to the BBB for review and forward to the resolution team for Home Depot. The matter was moving forward to gain a resolution but after the Doc Sign document was signed all communication stopped. I am reaching back out to reopen this case #******** in hopes of resolving this matterMr ************************* from the resolution expeditor/exective escalations reach out to me regarding my complaint. **************** agreed to 24 months financing promo and ****** dollars compensation. The first agreement sent out for Doc Sign was in my daughters name due to her helping me to get this together she listed her name and not mines when she realized that she had done that she informed me and I reached out to the home depot team to make the aware of the mistakes and get the documents corrected. An amended agreement was sent via Doc Sign with the correct name and it was signed and forwarded back for processing. It has been more then a little over a month since that happen and I haven't heard anything else from the company. They have closed this case #********/#******** as being resolved but they have not resolved it and fail to answer any emails sent to them. I would like to reopen this case #********/#******** and have this matter resolved
Business Response
Date: 01/25/2024
January 25, 2024
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 order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ******************** regarding her order. In recent communications with our customer, we are pending receipt of customer order information to apply the financing option and compensation. The Home Depot considers this matter in progress.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 01/28/2024
Complaint: 20540930
I am rejecting this response because: Home depot did put 6 months financing on the charges when they promise to give the 24 months as per the promo and agreement between all parties involved. they also promised 200 hundred dollars which has not been received. I have sent my statement over to *************** but have not heard a response about the agreements going forward
Sincerely,
*************************Business Response
Date: 02/05/2024
February 5, 2024
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 order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has attempted to contact ******************** via phone regarding her order. We gave processed the refund for our customer to her original form of payment. ********************** 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# ********Customer Answer
Date: 02/06/2024
Complaint: 20540930
I am rejecting this response because: I have not received anything from Home Depot since I sent the document requested. I'm still waiting for this to be resolved.
Sincerely,
**********************;Business Response
Date: 02/14/2024
February 14, 2024
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 order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has attempted to contact ******************** via phone regarding her order. We have processed the refund for our customer to her original form of payment on 02/03/2024. We will review the transaction to confirm processing was completed successfully. The Home Depot considers this matter in progress.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 02/15/2024
Complaint: 20540930
I am rejecting this response because:I have not seen any of the promise made to me applied to my account.I was suppose to have 24 month financing and courtesy credit.
Sincerely
**********************;
Initial Complaint
Date:08/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order online with Home Depot for a tiller on July 22, 2023. As of today Aug. 29, 2023, I have still not received the product. I have tried to reach out to customer ********************** at ********* with no luck. I have reached out to Home Depot on several occasions. My original delivery date was Aug. ******it has since changed multiple times. According to tracking it has been in the **********, ** terminal for 6 days. This shipping delay is unacceptable and no reasonable resolution has been made to correct it. I will be more than happy to provide the tracking number or order number to the correct corresponding business.Business Response
Date: 09/08/2023
September 8, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************
RE: ******************************* / BBB Case #: 20540657
Dear **************:
We acknowledge the receipt of the BBB Case #: 20540657.
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 our delivery partners to ensure the customer's delivery took place on 9/1/2023. The team contacted the customer to confirm, but the customer was not at the residence during delivery and advised they would reach back out for further assistance, if needed.
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 customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********
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