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:08/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a 6 foot skeleton horse online at home depot.com. i picked the order up in store and there was 2 5 foot skeletons in my box that was busted up the tape was all tore off.
Business Response
Date: 09/06/2023
September 6, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************
RE: ***************************/ BBB Complaint# ********
Dear ******,
We acknowledge the receipt of BBB Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding ********** for a 6 Ft. Skeleton Horse.
The Home Depot has reviewed this case and reached out to all parties involved. Our Online Executive Team worked with the customer to create a NonStop Delivery return for the customer. We sent the customer the return information and advised we will monitor the tracking and process the refund once the pick-up has been confirmed. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for the customer.
Please know that it is The Home Depots goal to satisfy all of 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 do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 33676601Initial Complaint
Date:08/25/2023
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.
The Store is not holding up there part of the complete deal hidden charges of having to someone so come out several times to measure countertopsBusiness Response
Date: 09/19/2023
September 19, 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 has contacted the customer and apologized for their inconvenience. Our investigation revealed there was a misunderstanding regarding the customer request, for a flat island piece countertop. Our countertop installation team discovered that the customer had a pony wall that was taller than the cabinets, making it impossible to install the requested countertop.Therefore, re-measurement of the countertop could not be conducted until the pony wall issue was resolved. Our team explained the situation to the customer and informed the customer that in order to fulfill the customer request,the customer would need to either cut down the pony wall or raise her cabinets.
As a gesture of goodwill, our installation team cut down the pony wall on September 7th, 2023. We have also informed our countertop installation team about the cut down of the wall to expedite the template and installation for the customer countertop. Our District Leadership Team has been in communication with the customer to assure the customer that we are working diligently to complete the customer project as soon as possible. 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: 877-959-9768SF Case #********Customer Answer
Date: 09/20/2023
Complaint: 20523983
I am rejecting this response because:
Sincerely,
*****************************Business Response
Date: 09/21/2023
September 21, 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 has contacted the customer and apologized for their inconvenience. As previously mentioned our investigation revealed there was a misunderstanding regarding the customer request, for a flat island piece countertop.Our countertop installation team discovered that the customer had a pony wall that was taller than the cabinets, making it impossible to install the requested countertop. Therefore, re-measurement of the countertop could not be conducted until the pony wall issue was resolved. Our team explained the situation to the customer and informed the customer that in order to fulfill the customer request, the customer would need to either cut down the pony wall or raise her cabinets.
As a gesture of goodwill, our installation team cut down the pony wall on September 7th, 2023. We have also informed our countertop installation team about the cut down of the wall to expedite the template and installation for the customer countertop. Our District Leadership Team has been in communication with the customer to assure the customer that we are working diligently to complete the customer project as soon as possible.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: 877-959-9768SF Case #********Initial Complaint
Date:08/25/2023
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 am requesting a full refund for my new washer and drier or resolution, contact from the office of the president and assistance with issues. I bought a washer & drier at Home Depot on 7/11/23. The ************** were delivered .but washer was leaving my clothes a fully wet using the highest spin cicle & the drier had 2 big scratches on the back. I notified Home-depot within 48hours. When they brought the washer replacement, I had to refuse it & ask for another replacement because the two front corners were physically damaged. Then when they brought me another washer machine made loud noises as if the drum is rubbing with something when spinning & like it is going to fell apart when spinning. Regarding the dryer replacement, when they brought the replacement, the delivery employees were instructed to install it, but they refused under the pretext a piece was missing despite there was a new gas dryers installation kit. Upon investigation they lied as No piece was missing, they provided the pretext on purpose & were *******. Since they didnt re-install I could not test the device, however I complained within the 48 hrs window and a couple of days after, they sent someone to install it but then noticed that a used old ****** had been used instead my new one. I tested the dryer under the sensor dry cycle/Normal with a small load, unfortunately this one had another issue as it would not stop the dry cycle even though my clothes were already had dried one hour before, so it appeared to have a sensor problem. If I left it alone it would simply not stop the dry cycle. When I complained with in the 48 window from when they finished the installation, Home Depot refused to replace it even though I called that same day when they installed. When I called to complain, the costumer service was very bad, pretty much they kept putting me on hold for more than 1:40 hrs & then disconnected my calls. Two employees assured me they were going to replaced my ************** but it was not true.. Another time, I requested to not send to my home the same team but they did it anyway. Home Depot wouldnt accept the responsibility to do the replacements but instead wanted me to use the ** guaranty. They refused to replace it because they were counting the days from when the first tech showed up but did not install, and by the time I called it was the 4 business days after they brought it but had not finished installation. I have been trying to get assistance 1 month & 1/2 & havent been able to enjoy my new purchased machines. I do not think it is fair that Im being told to go through Waranty and get replaced since I have been defective appliances from the beginning and have met the terms of reporting issues within 48 hours of installation. I simply want to have working new appliances. Please call me and help me resolve these issuesBusiness Response
Date: 09/01/2023
9/1/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 Online Executive assigned to our customers case agreed to refund the customer and issued a $200 gift card for the experience so they can reorder new appliances due to the service appointment being rescheduled again. Our customer accepted the offer.
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: ********Initial Complaint
Date:08/25/2023
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.
Home Depot Credit services is unfairly deprioritizing my credit increase request. I called on the 16th to increase my credit limit and was told that I will be receiving a decision by mail in **** business days. I have a pending order for $20k for Windows that is on hold while someone takes their sweet time to review my account, the same account that has had a perfect record for over 8 years. Not to mention that I have never missed a payment on any account ever! Also besides the fact that I have perfect credit score and a household income more than 10x what I am asking for. I have asked for my case to be escalated and for a manager to review and call me back and no one seems to care. This is Awful way to treat a customer who has been doing business with you for over 10 years.Business Response
Date: 08/26/2023
August 26, 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 regarding their credit account.
********************** has carefully reviewed all information pertaining to the matter. We have forwarded the customers concerns to Citibank (************), which is the financial organization managing 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 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:08/25/2023
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 stopped at the store in ******, ** to get a couple sets of Husky Impact socket sets in the plastic case. One standard and one metric. They didn't have the standard size in stock. So, I looked online to the ******* store and they had 3 sets. So, I put in an order for it. I needed them before Friday. They said they would come Thursday. So, I ordered them. They came, but they were wrong. The ones I ordered were supposed to come in a plastic storage case and they didn't. I called customer ********************** after I got them. They said they could put in a request for *** to pick them up. Then when they get them back they will send the right ones. Well I need the tools today. So, that won't work. He offered me 20% off and I can go exchange them. Well on this order that's $12. If I have to go to the store an hour+ away it will cost over $20 in gas and 2.5 hours or driving. I asked to talk to a manager. He put me on hold and it was almost 30 minutes and then they just hung up. I was pretty mad and figured I would talk to someone the next day. New day and I decide to text cause I'm at work. It takes over 5 hours of going back and forth with first a customer rep and then someone saying they are a supervisor. They wouldn't give their name. They started telling me I'm wrong and what I ordered was correct. I sent them the screen shot of my order showing it comes with a case. But they keep arguing that it doesn't. They upped their return to 25% or $14. Or they can return them and I would have to wait for the new tools. So, I can miss out on $500 brake job. They didn't care and only kept saying that is all they are willing to do. So, now I'm wasting 2.5 hours on the road and more than $20 in gas to fix their wrong order. How much is my time worth? $15 I guess. Not ordering again from them. I will go to somewhere else.Business Response
Date: 09/05/2023
Sept.5, 2023
Attn: Ms. *********************************** Experience Specialist?
**********************?
Serving Metro *******, ****** & 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 while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is an online order, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team stated that they have emailed the Customer advising him that his items were ready for pick up at the store and confirming that they would honor his compensation request with additional incentives for his issues. Currently, they are waiting for the Customer to respond and pick up his items.
With that being said, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all of 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,?
******************************;
The Home Depot - Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customers' Come First!
Case# ********Initial Complaint
Date:08/25/2023
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.
Date of purchase 08/20/23 Delivery Date 08/23/23 Order Number WM44028474 $1589.88Business Response
Date: 08/31/2023
August 30, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: ********************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********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 carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online resolutions team has closely worked on this matter. They have advised that ***** recently reached out to us about an issue with her delivery. She mentioned that the driver who delivered her fridge misinformed her about the delivery process.According to her, she informed the driver that she did not want the fridge and that he should return it. However, instead of doing so, he told her to sign for the fridge and call Home Depot. We understand how frustrating this must have been for *****. To make things right, the leadership team at Store **** has already coordinated a return for the original order, to occur concurrently with the delivery of her new fridge on Thursday, 08/31/2023. This way, we can ensure that ***** receives the correct fridge, and that the delivery process goes smoothly.With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's goal to satisfy all of 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,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#*******Initial Complaint
Date:08/25/2023
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 replacement dishwasher from Home Depot along with installation. The installation kit was added by Home Depot at check out, they didn't ask any questions about it. The required dimensions for the unit matched what was on line, in the store, and in the packaging. When it was delivered and installed I noticed it stuck out further than I expected. The tech said it was because the outlet was behind the unit, and there was not enough room due to the standard plug and cable that came in the install kit. However, since it sticks out too far now the dishwasher door can't be opened completely because it now hits the stove. I looked and found install kits with low profile plug installation kits online, dozens of them. But when I called Home Depot for help they said they didn't carry low profile plugs/power cords. Sorry. Now I'm stuck with a dishwasher that won't open all the way, so the lower rack is mostly useless, the mfgr ********* says even though it doesn't work that's not a valid return reason, and in order to get any of my money back I have to uninstall it myself and get it back to the store myself. It took two guys to unload it. I want Home Depot to come get it and give me my money back.Business Response
Date: 09/01/2023
September 1, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***************************/Complaint file # ********
Dear ***************************,
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 set up an installation check to help correct the customers issue. We are awaiting a response from the delivery agent as to the results of the installation check. At this point, The Home Depot does not consider this matter to be 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 should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:08/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a refrigerator from the Home Depot two months ago to be delivered earlier this month. We bought it on sale. The day before the fridge was supposed to be delivered we got an email saying ******* didnt deliver and I would be getting a call from ******* with new delivery date. We called the Home Depot and said we did not buy the fridge from ******* and need to know the delivery date. They said too bad and we would have to wait. A few days later no call. We called back and said we never got a call. At that point they called ******* (kept me on hold for 30 minutes) and said the panels were not ordered and they would not deliver the fridge. The panels were no longer available and the fridges were now $4200 when I bought the fridge for $2800. They said that I had to pay the new price even though it was not my fault that the fridge was not delivered and I had ordered the fridge two months earlier. They said they could only give me a **** discount. I had to get a new fridge and I asked if I didnt like it if I could return it. They said yes within 48 hours. The fridge was delivered and it was not like the fridge I originally ordered. I called to return it. They put me on hold for another hour said they would return it and ******* would call me in 48 hours to schedule a pick up. ******* never called. We called them 3 days later and said ******* never called us. At this time the person told me there were no returns and ******* refused to pick it up. I told them the issues I had and what I was told. They told me to bad. I want them to return my money and pick up the fridge as promised. They gave me terrible service and told me that my issue was with ******* when I never transacted with ******* before.Business Response
Date: 09/01/2023
September 1, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***************************/Complaint file # ********
Dear ***************************,
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 picked up the unit from the customer. We are working on sending the customer an SRA so that we can release their refund. At this point, The Home Depot does not consider this matter to be 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 should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:08/25/2023
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 washer from Home Depot. Got 5 year extended warranty. Washer leaked. Home Depot connected me with repair company. Repair company repeated no show.Business Response
Date: 08/31/2023
August 31, 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. Our Online Executive Escalations Team has contacted the customer and apologized for their inconvenience. Additionally, our team has collaborated our insurance partner *******, who has approved a buyout check for the customer which the customer will receive within 5-7 business days. The customer has been informed about the resolution and has expressed satisfaction with the outcome.Should the customer require additional assistance, please advise them to contact Atlas 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:08/24/2023
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 originally had 5 windows replaced by The Home Depot, which in itself was a nightmare which has already been resolved. When the 2nd crew came in to re-replace the window the 1st crew ordered incorrectly they had made a statement to me saying that they had never seen such a shot job before. I had called the manager again to let them know of this observation made by the 2nd crew and that I did not feel comfortable with the work preformed on the remaining windows. I never heard back. I filed a warranty claim August 2022 when one of the windows installed by the first crew started forming a stress fracture and another started leaking. Every time I called I was told someone would reach out to me but it never happened. I have called wanting an update on this claim more times than I can count in the last 12 months. The window with the stress fracture has grown to the point that pieces of the pane are falling off and the other leaky window has caused rotted trim and my exotic wood floors to swell. Someone did finally call me at the end of June promising that they would be here the next day. He never showed up and never returned my calls either.Business Response
Date: 08/30/2023
August 30, 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 installation team confirmed that the parts have been ordered with an estimated arrival date of September 20, 2023. The customer will be contacted directly with the order updates.
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: ********
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