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.
- 3,462 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:08/26/2023
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 purchased an air conditioner last week from the Home Depot in ***********, ********, today I returned the product to find a better air conditioner. I called the Home Depot to ask them if I returned an item can I receive cash because I used my cash app debit card and used my pin number-the answer was yes, but when I went to the customer ********************** area at Home Depot in *****, ******** this old 70 years old or so caucasian lady told me I could not get cash for my refund because it was over $400 and I immediately thought it was strange about that because I called before I came and she also sarcastic that Home Depot is not a bank (real sarcastic tone) and they dont give that amount, she also said people come and try to get $1000 refund sometime and said we dont do that. When I got home I felt really really angry at her extremely racist comments that Home Depot is not a bank and I was thinking Im a 100% disabled veteran of 14 years I do not need to go to Home Depot to withdraw money so I was really angry and I knew immediately in my heart and factually that she was a blatant racist and was being sarcastic and blatantly lied to me on top of everything! I was so angry. I called back and asked for the manager (******) he told me that what she told me was not true and they do in fact give and wouldve gave me a cash refund so I could go buy another air conditioner. He said he would talk to her andI could put in a complaint but that is not good enough, I told him I was putting in an extensive complaint against her especially since they could not fix her damage and I have to wait up to 14 days for my refund unnecessarily. Im complaining with the BBB and Home Depot headquarters. I am extremely upset and insulted and I want her to reprimanded and much more. Please let me know what else I can do and what organizations I can contact and if the BBB can help in any way. This behavior cannot be repeated and allowed without serious consequences. Please and Thank you.
Business Response
Date: 09/05/2023
September 5, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their inconvenience. We partnered with our store management team who also reached out to the customer to apologize and explain the return policy. Should the customer require additional assistance, please advise them to contact ****** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********Initial Complaint
Date:08/26/2023
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 purchased a ******* induction cooktop from Home Depot on 7/31/23 I received it on 8/3/23 It took me two weeks to get the electrician to my house to install the cooktop only to find out that I didnt have the correct 208v power to run the cooktop I tried to return the cooktop around 8/19 only to be told they have a 48hr policy on appliance return I contacted corporate and they instructed me to say it was reverse logistics as the problem and the store should return it Still I was denied They say it is up to the store to accept returns but this isnt a normal case. This is a cooktop not an appliance of the common theme (I.e. refrigerator, washing machine, dryer) and there are mitigating factors that come into play especially when I was waiting for my insurance company to get the electrician for me I am a successful business owner but this is about ethics and morals Please help I have a $2500 paperweight on my hands through no fault of my ownBusiness Response
Date: 09/07/2023
September 7, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
*************************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. The customer received an explanation on **********************'s appliance return policy. Although the return was denied, our online team provided a partial refund as a one-time customer ********************** gesture,which the customer accepted. Should the customer require additional assistance, please advise them to contact ******* at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********Initial Complaint
Date:08/26/2023
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.
Delivery was scheduled for today Saturday August 26th. The delivery truck couldn't fit/make the turn onto our street which has never been a problem before with anything and told us to reschedule. When rescheduling for a smaller delivery truck the said the earliest is September 14th which is not acceptable.Business Response
Date: 09/11/2023
September 11, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. Our online team partnered with our delivery team to complete the customer's delivery on September 7th, 2023. The customer confirmed that the delivery was successful.Should the customer require additional assistance, please advise them to contact ****** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case #********Initial Complaint
Date:08/26/2023
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.
Hello,I contacted Home Depot on August 26th to inquire about a missing refund. I purchased the Chantal ********* 21 Steel 2-Piece Stainless Steel Ceramic Nonstick Frying Pan on July 3rd, 2023, using order number WJ36000000, and returned the item on July 31st, 2023, via *** with Home Depot's prepaid label. However, I have yet to receive my refund. During my conversation with the customer ********************** representative, they assured me they would initiate a manual refund due to the prolonged time since the item was returned. Unfortunately, the representative could not process the refund because Home Depot's refund verification system, The ***************, denied my refund, citing an error message. I am confused as to why Home Depot approved my return and issued a prepaid label if I am not eligible for a refund. This situation is misleading since Home Depot approved the return without intending to provide a refund. Therefore, I am requesting a refund of $140.83, the total cost of the returned merchandise. In addition, I would like to permanently close my Home Depot.com account since I have had to seek assistance from the BBB twice to deal with this merchant. It would be helpful to have a disclaimer stating that all sales are final and returns are not accepted since the website shows that you can return almost anything within 90 days of purchase, which is not the case. Usually, I prefer to see the product in person before buying it, but since the item is not available in my local Home Depot store, I am in a difficult position. Please see the attached copy of the return label for your reference. Thank you.Business Response
Date: 08/31/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE:***************** / BBB Case # ********Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to Mr. *********;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 Online Executive Escalation Team have reviewed the customer's complaint and advised that they were able to confirm that his return through *** and are awaiting to hear back from TRE regarding the refund denial. 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 Online Executive Escalation 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 EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:08/26/2023
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 attached the whole story, it was on Friday 8/26 around 3:30 pm. I saw the price that they put outside and they refused to honor it. I don't know that it wasn't the real price for that machine and the manager said we had something like that too and a customer tried to change the sign. I don't like his way of saying that. And I want what they offer with the price I found.Business Response
Date: 08/29/2023
8/29/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
RE: ***************** /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Store Manager was able to confirm that the listed price of $239 was changed on the tombstone and the correct price of $2399 was listed on the Steering Wheel of the tractor by way of a tag. The Store Manager spoke directly with our customer regarding the matter and offered a $500 markdown in good faith for the inconvenience our customer experienced. Our customer can receive this markdown by visiting the local Home Depot to make the purchase of the tractor at her earliest convenience.
With that being 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: ***********************
Reference Number: ********Customer Answer
Date: 08/30/2023
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:08/26/2023
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.
Started this complaint process at the end of July. I had gotten a home loan with Home Depot and honestly I've run into so many issues I would seriously consider getting another one. I got a product to try, a tile **** that was suppose to replace the need to use ******. I followed the directions and watched some videos. Seemed pretty straight forward. Everything went great for two days. When I came home from work ever single file sheet had fallen off the walls, breaking almost all of them. Now my walls are messed up, the tile sheets sure don't wanna come off, the expensive tiles I went to another city to get are broken and the only thing the local store said was to contact the makers of the tile ****. Very disappointed in the lack of customer help especially with the money we are putting into the house. I've tried talking to the store manager and the online chat. The person on the chat told me to go to the store and they would refund me plus. Didn't happen. I would like something for the massive amount of trouble this faulty product has caused me.Business Response
Date: 09/01/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE:******************************* / BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to Mrs. *************;regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot ******** Escalation Team have reviewed the customer's complaint and are collaborating on the best possible solution to address the customer's concerns. 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 ******** Escalation 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 EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 09/06/2023
Complaint: 20525955
I am rejecting this response because I do not agree with the findings and the lack of support for such a bad product.
Sincerely,
*******************************Business Response
Date: 09/06/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE:******************************* / BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ********************* regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot ******** Escalation Team have reviewed the customer's rebuttal complaint and advised that with the photos provided by the customer to depicted that the product ********************** over prior damaged walls and incorrectly spaced between some of the pieces of sheets. They discussed with the customer that, ********************** has provided her with multiple points of contact for the vendor to address their warranty concerns.As a goodwill gesture the customer was provided with an compensation offer as a goodwill gesture but she declined to accept this offer. The Home Depot strives to provide a positive customer experience. We regret this customer may have experienced some inconvenience and frustration regarding the matters surrounding the installation they attempted to perform. We believe we have done what can be reasonably expected to address this customers concerns, by providing them the offer of a goodwill gesture and the opportunity to address their warranty with the manufacturer, we hope they will afford us the opportunity to meet their home improvement needs in the future. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
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 EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:08/26/2023
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 fencing panels and materials on 8/5/2023 to be delivered on 8/25/2023 for installation. Scheduled labor to be onsite to install fencing panels and materials on 8/26/2023, 2 laborers for a full day @ $500 total cost to me. Got an email and text notification on 8/25/2023 that they wouldn't be able to deliver my materials and it would be rescheduled for 8/29/2023. This was too late to cancel the labor scheduled for the install of these materials.Business Response
Date: 08/28/2023
August 28, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *******************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations Team has contacted the customer and apologized for their inconvenience. Additionally, our team has provided the customer with a Home ********************** Gift Card to make up for any inconvenience that was caused. Should the customer require additional assistance, please advise them to contact ****** at ************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********Initial Complaint
Date:08/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered a Bosch washer dryer from Home Depot. The first set was installed and defective. The washer was so defective, that during the spin cycle it ripped the floor boards, the electrical socket out and damaged the walls and doors of the laundry room. Home Depot issued a replacement which was also defective. They sent a company to inspect it twice and both times they confirmed we were due a replacement. Now Home Depot doesnt want to replace it even though the company the sent twice confirmed it was defective. Order number WM40892643Business Response
Date: 09/15/2023
September 15, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. Our team is working with Bosh,the manufacturer, to ensure that the customer appliances are replaced as quickly as possible. The customer is scheduled on 9/19/2023 for original appliances to be picked up. Our online team will continue to work with the customer until all of the customer concerns have been fully resolved. Should the customer require additional assistance, please advise them to contact ******** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case #********Customer Answer
Date: 09/15/2023
Hi
Thank you for the update. It seems that Home Depot is collecting the old appliance on 9/19/2023 but not replacing with a new one. How does this resolve the issue?
Thanks,
ariel
Business Response
Date: 09/20/2023
September 20 , 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. The customer was scheduled to have their original appliances picked up on 9/19/2023, but due to the babysitter's unawareness of the pick-up schedule, the delivery team couldn't complete the task.
The Home Depot Online Executive Escalations team has apologized to the customer for the inconvenience caused. They have also been trying to get in touch with the customer to reschedule the pick-up of the appliances. Unfortunately, the original appliances are no longer available as Bosch, the manufacturer, no longer carries them. However, our online team is committed to working with the customer until all their concerns have been addressed. Should the customer require additional assistance, please advise them to contact ******** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case #********Initial Complaint
Date:08/26/2023
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 grill from homedepot.com on 06/18/2023. The grill arrive damaged and i contacted home depot on 06/20/2023 through online chat. They initiated a return and asked me to package up the grill and *** would be there to pick it up. On 06/21/2023 *** showed up and we happen to be home. We helped the driver (*******************) load it in the truck and he provided us with the copy of the receipt he put on the box. I went ahead and purchased another grill from Ace hardware (it was a birthday gift for my son). I waited contacted Home Depot via chat on July 19th as I had not seen a credit. I provided the person a copy of the *** receipt we received from the driver. They responded back that they worked with the carrier and showed no record of it being picked up. I pointed out that it would be impossible for me to have a receipt from *** without them picking it up. I was told to take it up with my bank. I then attempted to file a claim with ***. I was unable to do that because I was not the shipper (Home Depot) or the receiver (******* Grills). I tried contacting my local ***, they informed me that sometimes the scanner doesn't work right and it would show up but I needed to file a claim online and they could not help me. I contact Home Depot to see if they would file a claim. They said no because according to their records the package was never picked up. I also field a claim wit Chase, my Credit card company on 7/30/2023. Unfortunately that process was a few clicks and did not allow me to add any narrative or a copy of the receipt I received. ***** sided with Home Depot.Business Response
Date: 08/28/2023
August 28, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations Team has contacted the customer and apologized for their inconvenience. Our Online Team has processed the customer refund. Should the customer require additional assistance, please advise them to contact ***** at ************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case #********Customer Answer
Date: 08/28/2023
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:08/25/2023
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.
Good evening, last week, my fianc and I had carpet installed in the upstairs of our home. First, removal of carpet and disposal of carpet was supposed to be conducted. However, we ended up removing the carpet and placing it out front. The company that installed the carpet refused to take the old carpet and dispose of it for us. When questioned about it, they said contact Home Depot which we did. We then went back-and-forth in which we were told they would give us a $50 credit for this. This would not cover the cost of us hauling the carpet to the dump, let alone renting a vehicle with a trailer in order to move the old carpet. Additionally, the Home Depot estimator had a 25% overage of carpet and carpet pad that we paid for which is absurd. There was no way for us to verify our square footage prior to purchasing the carpet because we were never given a layout until after we contacted the Home Depot store for it. I can see at least a 10% overage, but a 25% overage that we paid for and didnt need is crazy. We now have a large piece of carpet, measuring roughly 12 x 9, as well as many additional smaller pieces. We have talked to the store manager and the carpet coordinator multiple times with no solution reached other than a $50 credit. We would like a refund of the massive overage the estimator failed to calculate properly and now we have to figure out what to do with. Thank you.Business Response
Date: 09/07/2023
September 7, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
*************************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their inconvenience. We partnered with our store team who determined due to the shape and size of the rooms, the excess carpet was unavoidable and necessary. However,as a one-time customer ********************** gesture, our store team provided the customer with a partial refund. As another accommodation, we also provided the customer with an Home ********************** E-Gift Card. Should the customer require additional assistance, please advise them to contact ****** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********Customer 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,
*****************
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