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.
- 3,461 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: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 ordered 12 boxes of flooring materials but only 6 was delivered. I spike with customer ********************** supervisor but was told that a delivery was complete based on tracking number and weight of the items when honestly only 6 boxes was delivered. Because of that tracking information, the cant do anything, I have to pay the whole amount of my order without the items.
Business Response
Date: 08/31/2023
August 31, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address his concerns. ********************** has been provided a full refund for the missing cases of flooring back to his original form of payment. No further action is needed.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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
Case: 33681110Initial 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.
My husband and I are on our 2nd refrigerator through home Depot. The first one lasted almost a year before it died, it was an *** We struggled for weeks fighting with them to get a new refrigerator. We had a 5-year warranty. After over a month we finally got a refund. We did not receive any money for the hundreds of dollars of food that was wasted because Allstate when I talk to them never told me I needed pictures of the food that I lost before I throw it all away. So that was the first h*** we went through. We bought another refrigerator July 8th 2023 and it was delivered on the 17th of July. It died three weeks later! We went with a different company (Frigidaire )but through home Depot because we could not afford to get one anywhere else. We have a 3-year warranty on the new one. It stopped working 14th of August. My husband called them and told them are refrigerator is not working and not getting cold. They said they were going to send somebody out on the 19th to get it looked at. The guy called on the 18th to confirm my appointment on the 19th. On the 19th he called me in the morning saying he had to cancel and he was coming out on the 20th. The morning of the 20th he called and said he was going to be here between 10:00 and 12:00. He never showed up so we called Frigidaire on the 21st. They said they rescheduled with the company and they were coming out on the 23rd. They never showed up. We have been calling frigidaire every single day and are getting absolutely nowhere! It has now been almost 3 weeks without a refrigerator. I lost a lot of food again!! No one is helping us. I have 3 kids! We have no working refrigerator or freezer. I can not go shopping! The order # for my fridge through home Depot is WJ36290241. Everything is under my husband name ***************************. He has 2 different email addresses with them ************************* and ******************** every time we call they keep telling us they can't find anyone to come to our house to look at the fridge. We have a warranty. We need a new fridge now. And would need to get money back for food loss. This is the second time in few months we have been without a refrigerator and hundreds of dollars worth of food lost. I hope you can help us. Please call or email me if you need any more information. Thank you ********Business Response
Date: 09/15/2023
September 15, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
*****************************/BBB Case # ********
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 their appliance.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We emailed ***************** to let her know the refund was completed for the appliance and We sent the customer a $150 EGC (Electronic Gift-Card) to help with the haul away.
With that said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********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.
On June 19, 2023, the delivery driver for Home Depot arrived at my home to deliver my new freezer. As he was backing up, he ran into the roof of my courtyard patio with his truck. He provided me with a phone number to call to file an insurance claim to cover the damage that he caused. I took pictures of the damage, and I contacted the number provided that day. My claim number is ***********. Pictures of the damage were emailed on 6/28/23. Estimates for repair in the amounts of $4458, $5400, and $6500 were emailed to ********************************** on 7/21/23. A few days later she offered me a settlement of $600 to settle the claim. I refused this offer because this is not enough to cover the damages caused to my home. I have continually contacted them without any response from them. Could you please help me find a fair resolution? I just want my home returned to it's original condition.Business Response
Date: 08/30/2023
August 30, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******,****** & Northeast *******
**************************************************************************************************
RE: *************************** /BBB Complaint# ********
Dear ***************,
We acknowledge the receipt of your notice dated August 29, 2023, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their recent purchase with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Online Executive Escalation Team. The Online Executive Escalations Team will be contacting the customer to partner with ******** out 3rd party claims department to notify of customer complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ******** / Online # ********Customer Answer
Date: 09/03/2023
Complaint: 20538796
I am rejecting this response because:
This is the same type of response that Ive been receiving since my original complaint, and I never receive anything further. No one ever follows through, and I never receive any contact by phone or any way to contact a management official by phone either.
Sincerely,
***************************phone ************
Business Response
Date: 09/06/2023
September 6, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
Better Business Bureau
Serving Metro *******,****** & Northeast *******
**************************************************************************************************
RE: *************************** /BBB Compliant: 20538796
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their damage claim with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The Online Executive Escalations team contacted the customer regarding his damage claim. The online team advised ******************** that his claim is still under review with our 3rd party insurance team Sedgwick. He has been advised once ******** reaches a decision on his claim, he will be contacted by the claim agent. Currently there is no more information to provide ******************** until ******** decides regarding his damages. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********Customer Answer
Date: 09/12/2023
Complaint: 20538796
I am rejecting this response because: Once again, all I receive is a promise that someone will take care of it. However, it has almost been 3 months since it happened, and it has not been resolved or repaired. No insurance adjuster has evaluated the damage in person. The estimates I received may no longer be valid. Please help me get my home repaired to its original condition.
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.
*************** is a joke, ******************* the supposed manager is both rude and does not keep his word. I had issues with the equipment and his employee told me to return it and I would not be charged. When I returned it they said that they would charge me even though I couldn't even use the equipment. I told *** that I'm spending 30k in the next month for building supplies and he told me that customer ********************** was not important and I could take my money elsewhere. This guy needs to be fired, you never tell a customer that you will take care of them and then s**** them over a trivial amount of money when you will lose that customer for life. Especially when they are getting ready to spend a large sum of money on building supplies.Business Response
Date: 09/01/2023
September 1, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************
RE: ************************* /BBB Compliant #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Executive Escalation team partnered with the stores manager. At this time,a full refund was processed. We asked ****** to please allow up to 10 business days for the refund to reflect.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Reference: ********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.
it's NOT just 1 transaction............ i cannot get into my account , and Home ********************** keeps telling me to update . my browser/info..... change phone numbers , it WILL NOT let me fix it . my son is an IT TECH and he can't get into my account..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 customer may have experienced regarding their credit account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depot Executive Escalations emailed the customer on 8/31/2023, 9/1/2023 & 9/5/2023 to determine the type of account mentioned in their complaint. On 9/7/2023, the customer returned an email communication confirming the technical issues involved their Home Depot credit account. We have forwarded the customers concern to Citibank (South Dakota), N.A., as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by *********************************** will receive a response directly from them within (10) business days.
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: 33693283
Customer Answer
Date: 09/08/2023
Complaint: 20535554
I am rejecting this response because: it is NOT resolving the issue's . i've been charged ***************** for an account i could not acess.
Sincerely,
*************************Business Response
Date: 09/13/2023
September 13, 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 customer may have experienced regarding their credit account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depot Executive Escalations emailed the customer on 8/31/2023, 9/1/2023 &9/5/2023 to determine the type of account mentioned in their complaint. On 9/7/2023, the customer returned an email communication confirming the technical issues involved their Home Depot credit account. We have forwarded the customers concern to Citibank (South Dakota), N.A., as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by *********************************** will receive a response directly from them within (10) business days.
UPDATE: Citibank, N.A., confirmed they spoke with the customer on 9/11/2023 to resolve their complaint. Citibank de-enrolled the customer from paperless statements to ensure they would receive their billing statement by mail going forward. Citibank assisted with basic troubleshooting and offered to transfer the customer/provide the contact information for customer ********************** tech support to assist further; however, the customer declined. As a final resolution:
-The customer will receive billing statements by mail,
-The customer refused additional assistance with logging into their online account and
-Citibank closed the complaint as resolved.
Should the customer require additional assistance with their online account, please recommend they contact Citibank directly at ************.
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: 33693283Customer Answer
Date: 09/13/2023
Complaint: 20535554
I am rejecting this response because: after all this time of NOT being able to sign into my account , i was still charged fee's in which i do not feel i should have to pay for since i was not able to sign into my account. also after having to call and try to get assistance with that issue and was never able to get signed into my account,
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.
An installer came out to my property and took measurements for front exterior door. I asked him if I had to go back with the same type of door which had sidelites and round transom above it. He said no I could go with the French doors. Needless to say I purchased the French door. Only to find out the width measurements of the door wasnt a good option for a French door because it is too narrow. I would have been better off updating the door.Anyhow the French door was ordered. The downside of it is the design would been better with regular glass than the obscured glass. Also, the transom piece wasnt accounted for. I was told I have to take the door or pay a restocking fee of 25 percent. Im trying to be proactive to minimize issues with the upcoming install date and get the correct door.Why should the consumer pay restocking fee? I should be getting a full refund or the correct door ordered.Business Response
Date: 09/28/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********************************************************************
*******, ** 30303
RE: ***************************/ BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ********************** regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's complaint and advised that ****************** came into the store about 2 weeks ago asking if he could return the door, because his neighbor suggested another color would be better and he was having second thoughts. He was advised that the door was a custom door and could not be returned. However, because he was ordering some additional doors, and having windows quoted for his home, the store agreed to take the door back at a 25% restock fee as a courtesy to the customer.
No installer has been out since the measure, and based on the measurements provided to the store, the door will fit. The install was scheduled for 9/7 but was cancelled due to the customer looking at other options. However, the customer has a remeasure scheduled for 10/4, under PO #******** for both exterior doors. A different service provider will be sent out to the customer's home to complete the remeasure. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Home Depot Exterior Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM 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.
On August 21st I ordered a Kohler Santa **** toilet from Home Depot. On August 28th *** delivered the toilet @ 11:23am (see screenshot) without signature. At 12:04pm (see second screenshot) I went out to get the box and noticed the box looked damaged, I opened it without moving it to find the toilet broken in several places. There was also no padding or cushioning in the box. I called Home Depot to initiate a return and get a replacement, they told me their third party system (The *************** AKA TRE) denied my return and there is nothing they can do to override it. I contacted TRE and they sent me a report of my return history. *** says the only thing I can do is appeal it by sending a letter and it will take 2-4 weeks to be reviewed. The entire process was impersonal and no one would even let me explain my return. I believe I was sold a bill of goods and am being intentionally made to jump through hoops to attempt to get my money back.I assume my return was denied because about a month ago I ordered two identical bathtubs from Home Depot, went to the store to pick them up only to find they were both damaged, I never even left the store with them and returned them there. In the final photo you can see the damaged bathtub and even an orange Home Depot shopping cart in the background with the timestamp of the pickup for that order. I'd like Home Depot to take back the broken product and return my money ASAP. With tax, I paid $381.44Business Response
Date: 08/30/2023
August 30, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
RE:*********************** / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, We apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated the matter and contacted our customer and the store. Our store has processed a full refund.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case:33676196Initial Complaint
Date:08/29/2023
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.
Re: orders *********************** I ordered a set of stair stepper rugs in order WG40634018. I never received the order and Home Depot refunded my payment and told me to reorder. The second order, WG40848111, missed the shipping promise and was never shipped. I contacted Home Depot on 8/23/23 for a refund and was told that they are unable to do so. Both me and the agent called the Vendor to get them to cancel on their end and the voicemail is full, no one is answering phone calls, and no one is answering emails. I called again on 8/24/23, 8/25/23, 8/26/23, 8/27/23, 8/28/23, 8/29/23 and each time, I'm told that they have sent a cancellation request and they are giving the vendor 48 hours to respond. They are well passed this 48 deadline and I'm being told again to wait 48 hours for the vendor to respond. The vendor hasn't responded and is going to respond. I need this order to be cancelled and the gift card be returned to me.Business Response
Date: 08/31/2023
August 31, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
RE:********************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, We apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated the matter and contacted our customer and the vendor. We cancelled the order with the vendor and our customer has accepted a gift card in the amount of her order as a solution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case:33676196Customer Answer
Date: 08/31/2023
Complaint: 20537075
I am rejecting this response because: I never was contacted by Home Depot to resolve this. They contacted my sister instead and even though they were provided my contact information, no one ever reached out or even apologized. Thank you to Home Depot for literally doing the absolute bare minimum. This never should have gotten this far, and Home Depot should be compensating me over the refund amount given the hours upon hours it took to resolve this. Home Depot didn't even have the decency to contact me directly.
Sincerely,
*********************Business Response
Date: 09/06/2023
September 6, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******,** 30303
RE: ********************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of the customers rebuttal for Better Business Bureau Complaint for # ******** and provide the response below.
The Home Depot has carefully reviewed and investigated the matter and contacted our customer. The two orders of which his complaint Is predicated on are under two different names. We apologized for not contacting him directly and confirmed the refund and compensation of a gift card. He is satisfied with the resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
************
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone *************************
Fax **************
Case: 33676197Customer Answer
Date: 09/06/2023
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:08/29/2023
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.
We were looking for new countertops. We were told the process is as outlined below:1. We measure countertops and are provided an estimate that we pay upfront.2. A technician comes to do a countertop template and the cost f the project could go up or down if the measurements changed.3. They would then review the template with us, make any changes needed and finally install the counters.This is not was occurred. I have outlined the bait and switch that did occur.1. On 7/15 we measured our countertops and sent the measurements in writing to ***** at Home Depot (I will attach the email chain below). ***** provided a quote of $1800, which was in our budget and we paid.2. The technician came out to our home a few weeks later. He did not discuss any additional fees except for $200 for a chip minimizer and $60 for 2 specialty corners. When we received the template it was an additional $1590.14. When we asked about why it as over a 50% increase we were told the technician added the below charges and an additional 10sq feet than our estimate. The sink being in the corner adds a 45-degree inside corner fee $155.00 Chip minimizer $225.00 2 notches $150.00 5 radius corners add $180.00.When we asked about the extra square footage ***** emailed us the official template and her hand drawn estimate (which we were just seeing for the first time). I attached both documents and this shows that ***** provided an estimate for the * shape piece as 74x25 instead of 74x36. Had she quoted us on the correct measurements we would not have paid or moved forward with the template because the cost would have been too great. We asked for a refund and Home Depot is charging us a $200 trip fee. We should not be charged for a trip fee when Home Depot lied about the estimate price even though we provided the correct measurements.Essentially Home Depot purposely underquoted us to get us in the door and then did their best to tack on any additional fees/fees to cancel.Business Response
Date: 09/08/2023
September 8, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ************************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, store leadership confirmed that the customers installation service has been canceled. As a customer ********************** gesture, the customer was offered and accepted a refund for the trip service fee of $200.00. Once the customer responds with the signed documentation, we will continue with the refund process via mailed 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: ********Initial Complaint
Date:08/29/2023
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.
My wife and myself bought a Frigidaire washer online and it was delivered from the ****** **** store around Dec 13th, 2022. It has a 12-month warranty. We cannot get the manufacturer or Home Depot to repair it. It has been over 3 weeks.Business Response
Date: 09/01/2023
September 1, 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 appliance purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Online Executive Escalations emailed the customer on 8/31/2023 to acknowledge receipt of the complaint and gather more details regarding the customers purchase. The vendor approved a buyout for the defective unit, and the customer confirmed the local store contacted them directly to process the refund. Home Depot refunded the customer the price of the defective unit, and their refund will be credited to the original payment method. Via email on 9/1/2023, Home Depot advised the customer should receive their refund ********************** within 3-5 business days and that they are not obligated to return the defective unit.
Should the customer have any additional questions/concerns regarding this matter, please recommend they contact the online agent who managed their case, *****, at *************************.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Office: ***********************
Reference Number: ********Customer Answer
Date: 09/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************
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