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
- 11,895 total complaints in the last 3 years.
- 3,463 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:08/22/2023
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.
Carpet Installers:1. Broke quarter rounders when removing them. 2. Didnt put the quarter rounders back on. 3. Told us we should have been given instructions about quarter rounders at time of purchase. We werent. 4. Said plan stated to install pieces near the front door and garage door. Said carpet pieces near door will come up after a year due to peoples wet feet. 5. Didnt have some tools and had to borrow from us.6. Didnt communicate plainly.7. Didnt inform us that it was a two day process previously. I had to cancel client appointment. 8. One coughing and not wearing masks.9. Didnt wear coverings on shoes.10. Additional note: Home Depot flooring store manager, **** **** contacted us (stating we should have requested wall to wall at time of purchase). We did not know to ask. Purchased previous carpet from ****** They merely installed with no issues.11. Highly stressful experience. Got sick. Seventy years old.
Business Response
Date: 09/01/2023
September 1, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******,****** & Northeast *******
North Tower, Suite 900311
*******, ** 30303
RE: ***************************/BBB 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 and investigated this matter and offers the following in response to your concerns. Upon receipt of the complaint, the ******** Home Depot Specialty Assistant Manager contacted the customer to discuss their concerns and a path to resolution. Home Depot agreed to return to the customers home to install new quarter rounds at no additional cost to the customer.As of Tuesday, 8/29/2023, Home ********************** submitted a request for service with our Service Provider, who will contact the customer directly to schedule an ****************** appointment.
Should the customer have any additional questions/concerns, please recommend they contact their local ******** Home Depot or Executive Escalations case manager.
With that said, we are addressing the customers concerns and will continue to monitor this matter until fully resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please feel free to contact me.
Sincerely,
********************
Executive Escalations
Office: ***********************
Reference Number: 33616531Customer Answer
Date: 09/05/2023
Complaint: 20507932
I am rejecting this response because:
I am experiencing difficulty with scheduling the installation. I missed the installers call, so I returned their call and left messages but have not heard back. I called (left a message) and emailed the escalation representative, however, I havent heard back. My home is in disarray awaiting the installation.
Sincerely,
***************************Business Response
Date: 09/08/2023
September 8, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******,****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ***************************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the complaint, the ******** Home Depot Specialty Assistant Manager contacted the customer to discuss their concerns and a path to resolution. Home Depot agreed to return to the customers home to install new quarter rounds at no additional cost to the customer. As of Tuesday, 8/29/2023, Home ********************** submitted a request for service with our Service Provider, who will contact the customer directly to schedule an ****************** appointment.
Should the customer have any additional questions/concerns, please recommend they contact their local ******** Home Depot or Executive Escalations case manager.
UPDATE:Upon receipt of the customers additional comments, Home Depot contacted the Service Provider to arrange installation. Via email on 9/7/2023, the customer confirmed an appointment for Friday, 9/15/2023. Executive Escalations also reiterated updated contact information should the customer have additional questions/concerns.
With that said, we are addressing the customers concerns and will continue to monitor this matter until fully resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please feel free to contact me.
Sincerely,
********************
Executive Escalations
Office: **********************
Reference Number: 33616531Customer Answer
Date: 09/08/2023
Complaint: 20507932
I am rejecting this response because:
Sincerely,
***************************Sept. 8, 2023
I have an appointment on 9/15/23 for the quarter rounds installation. I will confirm after the installation whether the case should be closed due to satisfactory service.
Thank you.
Business Response
Date: 09/19/2023
September 19, 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 our company.The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the complaint, the ******** Home Depot Specialty Assistant Manager contacted the customer to discuss their concerns and a path to resolution. Home Depot agreed to return to the customers home to install new quarter rounds at no additional cost to the customer. As of Tuesday, 8/29/2023, Home ********************** submitted a request for service with our Service Provider, who will contact the customer directly to schedule an ****************** appointment.
Should the customer have any additional questions/concerns, please recommend they contact their local ******** Home Depot or Executive Escalations case manager.
Upon receipt of the customers additional comments, Home Depot contacted the Service Provider to arrange installation. Via email on 9/7/2023, the customer confirmed an appointment for Friday, 9/15/2023. Executive Escalations also reiterated updated contact information should the customer have additional questions/concerns.
UPDATE:As stated, an appointment to complete the quarter round installation was scheduled for Friday, 9/15/2023. Unfortunately, the installer was sick on Friday and needed to reschedule. The customer, installer, and Specialty Assistant Manager confirmed via email that Home Depot completed the project on Monday, 9/18/2023.
With that said, we have addressed the customers concerns and consider this resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please feel free to contact me.
Sincerely,
********************
Executive Escalations
Office: **********************
Reference Number: 33616531Customer Answer
Date: 09/19/2023
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:08/22/2023
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 May 23, 2023, I spoke with ***** (**: ************)to advice two deductions of $99.99, (2 years in a row, equaling $199.98) for the Mcafee antivirus, which had been taken out of my account but no security protection actually applied. Prior complications regarding this issue persisted until I asked for management. -I was told a refund would be issued 5/10, ticket no# ********.-Followed up on never receiving refund: June 11th, June 14th, June 16th , went to escalation team ref no# ************** transferred to supervisor Jan who said absolutely it would be taken care of.-6/30 called and was transferred to supervisor ****** who left an email, never stating why they couldn't get back to be and tell me something. No response or call back from anyone to date.Business Response
Date: 08/23/2023
August 23, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
******************************************************************************************** *****
RE: *********************** /BBB Complaint#: 20507608
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their MacAfee antivirus.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The Executive Escalations team contacted the customer regarding her purchase to ensure she was reaching out to the correct business. ************** stated she was trying to reach out to Office H323839*****530373836H not The Home Depot and ask to close this complaint. No further action needed 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: # ********Initial Complaint
Date:08/22/2023
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.
On 5/15/23 Th Home Depot Home Services sales team member for closet design, ************************************** came into my home to discuss wooden closet installation in my master closet. He informed me it will take up to 4 weeks for the installation. The contract states start date was approximately 6/14/23, and finish date 6/26/23. My credit card was charged the full amount the same day.I did not hear anything back for several days from anyone, ***** did not answer when I called, was unable to leave a voicemail (full voicemail), and he responded to my text stating he will call back, bu he it did not.I panicked, thinking I have been scammed out $2678.12. I called The Home Depot, was provided a number to call, and after several calls and messages left, I was able to speak with a lady named ******************************After many more calls, emails, and voicemail messages, ******* informed me the person who does this final measurement was on vacation for 2 weeks (this was not disclosed to me during the contract signing and payment). *******, and ***** lied to me multiple times stating my items have been ordered, expedited, and will be delivered anytime. It took 2months for the merchandise to come in. ******* called to schedule an install date, and time (7/21/23 morning). I took off work for the installation day, and when the people didnt show up around the time scheduled, I called ******* (She stopped responding to my calls, and sometimes responded via email) .******* told me via email I was not on the schedule for installation on 7/21/23. I emailed her back with exact verbal words she used when she called to schedule the installation, as she had given me choices on days. She emailed **** stating I was on the schedule, her apologies, and shell inform the install people to pick up my merchandise as she did not give it to them. They never showed up. I spoke with one of the store managers named *****, who finally had the installers come on a Saturday to do the job.Business Response
Date: 09/28/2023
September 28, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 30303
Re: ******************************* / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her closet install.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ******* regarding her install. We have provided an offer to our customer of $800. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 09/28/2023
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:08/22/2023
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 am livid because Home Depot used deceptive practices to make a sale. The store customer ********************** and sales people will do and say anything for their commission. Instead filing another BBB complaint, I wanted to reach out to you. I got a measurement for tile in the kitchen, foyer and kitchen. Since the amount did not fit my budget, I decided to get the foyer and kitchen. I paid in the store with the understanding it would be for the foyer and kitchen. The material were delivered 08/18/2023 then USG schedule the installation for 08/22/2023. When the installer arrived, he stated the foyer and kitchen was to be done. He measured the foyer and kitchen and found there wasnt enough tile material for both. It would allow for any waste and I agreed. The installer called USG to let them know there wasnt enough tile for both. Then explained that Home Depot said I paid for only kitchen. Home Depot was very deceptive when selling and getting me to pay then change the areas to be done. USG asked if wanted to do the kitchen and I said yes what other answer would I give them. Everything was moved from both areasBusiness Response
Date: 08/25/2023
Aug. 25, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ******************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a flooring ordered with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot store leadership team has contacted the customer and confirmed that we will be installing the foyer flooring as well.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 08/28/2023
Complaint: 20506089
I am rejecting this response because: Ive gotten several different calls from Careena- Home Depot, USIG and Home Depot Measurement and Corporate Office. I spoke to ****** first because I left a voicemail regarding the discrepancy in the amount of $120.00 refund. There was a credit of $117.93 with deceptive way of explaining ****************** amount. ****** thought it was funny (smirk) that because I called her on it. USIG attempted provide vague and half true information. This evening I received a call about the measurement, the material delivery in which discussed with *************
It appears non of the Home Depot employees nor USIG know what other is doing. I would think they would be on the same page.
Sincerely,
*******************************Initial Complaint
Date:08/22/2023
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 07/19/2023 I purchased a milwaukee 21" self-propelled dual battery mower kit 2823-22HD from home depot for $1,186.92. I took the product home and my girlfriend (*******************) told me that we couldn't afford it and that I needed to return it. I was too embarrassed to return it myself having just bought it so my girlfriend (*******************) went to return it. When she got there the employee opened the package for the first time and didn't notice anything wrong. Then the store manager comes over and does a closer inspection and finds that the batteries that came with it were missing. Upon finding the batteries missing the manager acuses ******************* of being a thief. ******************* let's the manager know that the package was opened by the other employee for the first time just a minute before. The manage continues to call ******************* a liar and a thief. ******************* then try to call the home depot corporate office but it is closed. So she takes the product and starts to leave with it to wait until she can talk to someone at the corporate office when they open. The manager follows her out the store across the parking lot all the awhile calling her names like "skank" and "thief" and other derogatory remarks. I was at another store across another parking lot next store to home depot and I heard her yelling and ran over to where she was to see what was going on. When I got there she told me what had happened and I walked up to the manager and 3 other home depot employees and to talk to me the way he had to her. The manager then proceeded to threaten me physically and told me he would hit me so many times he eould break my jaw and other threats to cause me bodily harm. ******************* was recording all this on her phone. I told them to call the police and when they arrived they took a report #********. We filed a report with corporate and they have done nothing but give us a run aroundBusiness Response
Date: 08/31/2023
August 31, 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. After conducting a thorough review,it has been determined by our team that the customer had been issued three active trespass warnings for prior shoplifting incidents on the premises of The Home Depot. As a result, the customer was found to be illegally on the premises during the incident in question. The customer has been duly informed that their trespass warning will remain active until ****, and that law enforcement will be contacted should they attempt to return.
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: 08/31/2023
Complaint: 20503299
I am rejecting this response because: ******************* is not the person who purchased the merchandise I am *****************************, I asked her to return it cause I was embarrassed to have to return it right after just buying it. I was totally unaware of her past incidents with home Depot or I would not of asked her to do the return for me. I don't see how I should be punished for something that I not only didn't do I had no previous knowledge of. If I had known about the past incidents I would of just handled everything myself from the beginning. I had her attempt to resolve this issue cause I don't know what to do or how to go about getting everything resolved. But I am the one that made the purchase personally and I bought the product as a welcomed customer. So basing your decision on her being trespassed has nothing to do with the actual purchase or with your manager threatening me physically with harm more then once and I have it on video as well. So with that being said can you please explain to me why I'm stuck with a product that was sold to me and was not complete as advertised and was not what I was paying for in the first place. I was sold a defective product under false pretenses that it was complete regardless of her past it has no bearing on the fact that I'm the one that purchased and home Depot sold me a defective product. I also called around to other home Depot stores and found out that this is not an uncommon situation in that the batteries were missing from the information I could gather it happens more then I know I would of thought it to happen. All I want is to return your defective product and be reimbursed the money I spent in good faith on a product that was not what I was lead to believe it was supposed to be. I would also like the manager to receive whatever reprimand your own store policy calls for. I believe that the manager should lose his job he has no business in that kind of position acting the way he did.
Sincerely,
*****************************Business Response
Date: 09/06/2023
September 6, 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 has forwarded the customer rebuttal to the appropriate parties; another claim will be created for further investigating. A ******** agent will contact the customer within 72 business hours and will continue to follow up with the customer until the matter has been 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,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********Initial Complaint
Date:08/22/2023
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.
This is about a refund issue on special Order for flooring service.The refund process failed on 8/11/2023. After 1 hour they could not resolve the issue, They told me it takes 48 hours. They were supposed to call me next Monday but they never called me on 8/14/23. I went to store and they said the IT team is working on it it mustbe resolved on Wednesday 8/16/2023. I went to the store several times during my work hours but they always told me they are working on it. I also talked to the store manager, same thing, he was supposed to escalate the issue and resolve it ASAP. But nothing happened. Even they reject to talk to me on the phone. When I called the store for following up they just put me on hold for a long time and nobody talked to me.This behavior is not acceptable for home depot staff. I am really disappointed and never ever do business with Home Depot again. Most of the amount was paid by my credit card. Because of no refund on my card after 10 days, I am in big trouble with my credit card and high-interest rate.They don't know how to resolve it and just tell me to wait. No progress in *********************************************** less than 48 hours. I am a software engineer and know about this kind of sales system. I request to refund my money ASAP.Store address: ************************************************************************** Store Tel #: ************* Order#: H6809-252214 Transaction Date: 7/23/2023 Total payment: $10303.91 Best regards *****************************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 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 store team partnered with our IT department to resolve the customer refund concerns. We are pleased to inform you that the customer's refund was processed on 8/25/2023. The customer has been informed to please allow 3-5 business days for their refund to post onto their account. The customer has confirmed that they are satisfied with the resolution. 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:08/22/2023
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.
Friday July 21, 2023 I went to the ************** Home Depot store to order a range and dishwasher for my daughters house. The kitchen there is VERY small, and the two appliances were in a 90 degree corner, so I had the exact diamension's that I needed for both. I sat down with the sales women (I believe EPR2PJT), said wanted GE , gave her the diamensions explaining that neither could be any larger or they would "hit" each other when opening in their 90 degree corner situation.She recommended two, which I then purchased. My complaint concerns the range. She asked if I had a Home Depot CC, I said no, she then talked me into it. She gave me a sheet (No.H2812-212034) that said that there would be a 15% restocking fee if I returned the range. BUT, she then gave me a Special Order Appliance Help Sheet and circled the second paragraph saying if I call to return in 48 business hours -not counting weekends hours, there would not be a 15% re stocking fee. Then she also gave me a packet (for my new cc) showing that I would get "1 year hassle free returns". She also pointed out that I had 48 hours on my Customer Receipt. The stove came on Friday July 28th. Depots installer slide it in, said it won't work, when he opened the door of the dishwasher the dishwasher hit the handle of the new range. Said my Salesperson must not of taken in consideration of the range handle sticking out! I called the 800#. Was told to call the store. I called store and was told mgr in a meeting. I called back and talked to mgr *****. I called again Monday 7/31 to schedule pick up and fully credit my CC. Told I would get a call back. Got a call from *********************************, was ASSURED that he would get it scheduled and taken care of. 8/4 I called again. leaving ****** a message with ***, never returned. Called again. left message again. no return. 8/7 received a call from *******************, asking if anyone was getting back to me. I said no. He said he'd get some one to. Still no return calls!!Business Response
Date: 09/05/2023
September 5, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 30303
Re: *************************** / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her gift card.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. ***** regarding his appliances. Our customer will have the range picked up and a refund processed back to them. The Home Depot considers this matter in progress pending confirmation that this has been completed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Initial Complaint
Date:08/22/2023
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.
Im a disabled Vet and was sold a compromised carpet. It started to dry rot less than 4 months of purchase. I spent over $400.00 on a carpet and they would not reimburse me for the carpet. I was told they can only give $200 to the purchase of another carpet. I spent another 400+ dollars on another carpet that also was not cut to the specifications I asked. I had to pay to have movers come in again to remove the items to lay the carpet. It was chaos and i should not have to pay for a carpet that shouldve lasted 3-5 years only lasting under 4 months.I have called customer care and the reps said that they will help me and no one has provided any help. I emailed a manager receipts and pictures and no assistance was given. Very dissatisfied with how I am treated.Business Response
Date: 08/28/2023
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 local Home Depot Leadership Team have reviewed the customer's complaint and advised that they have made contact with customer and processing a full refund for the carpet to ensure customer is taken care of, as the product should of lasted longer. The customer was provided with a full refund and received the gift card, as a one time customer ********************** gesture, towards the new purchase of carpet provided by customer care 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.
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:08/22/2023
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.
Hi order WM43315766. One of the rolls has a scratch. So i would like to return it but when i called the store i was told i need to come in in person. I explained i dont drive and thats why i ordered online. But after 30 mins on the phone was told i need to uber. Its not an option. Please send me a label. Thank uBusiness 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 Online Executive team called and emailed ***** regarding order #WM43315766.At this time, the customer will need to follow the dispute process based on previous returns and cancellation history with the Total ***************.
If ************** should need any further assistance, please contact ******* at *************************.
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:08/21/2023
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 pallet of 15 rolls insulation batt on July 31 2023. Prior my purchased, I knew that I only need 4-7 rolls. Because of that, I contacted Home Depot Customer ******************** to ask if I could return portion of unused rolls on July 30. They (Homedepot Customer ********************* informed me that I could return the unused, unopened rolls to them.I picked order on the 19th of Aug and had my contractor installed it for me same day. We used only 4 rolls. I contacted Home Depot Customer ******************** for return the rest on Aug 21. However, they told me that I have to return the full pallet with 15 rolls. Even I mentioned that they agreed with me prior my order about this, But they still did not allow me to return 11 unused rolls.I, as a customer, feel betrayed by Home **********************. They provided me with tailored information to deceive me into making a purchase, but later provided conflicting details and denied my return request.Business Response
Date: 09/01/2023
September 1, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************
RE: ***** Le/ BBB Complaint#: 20504150
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20504150
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to a shopping experience with our company.
The Home Depot is in the process of reviewing this case. We offered Mr. ** a credit of $450 because of the inaccurate information about a return partial pallet, since we do not have a way to process that return. We are awaiting his response. Should the customer require further assistance or have additional questions/concerns, regarding this matter, please recommend they contact the online agent managing their case, *********************, at *************************.
In an effort to provide the proper resolution, we respectfully request additional time to research this case. We are currently waiting for confirmation from our business partners regarding next steps to resolve our customers complaint concerns. Once a decision is reached by our business partners, we will provide an update on resolution. Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.
With that being said, we are still in the process of addressing our customers 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
Phone: ***********************
Case: ********Customer Answer
Date: 09/05/2023
Home Depot ought to uphold their commitment. The remaining 11 bags of the product amount to $1102.46 in total. They are currently only willing to refund less than half of that amount. I am seeking a full refund of $1102.46, whether or not I return the product to the store. Nevertheless, I would prefer that they accept the return, as it is currently taking up space in my living area.Customer Answer
Date: 09/05/2023
Complaint: 20504150
I am rejecting this response because: Home Depot ought to uphold their commitment. The remaining 11 bags of the product amount to $1102.46 in total. They are currently only willing to refund less than half of that amount. I am seeking a full refund of $1102.46, whether or not I return the product to the store. Nevertheless, I would prefer that they accept the return, as it is currently taking up space in my living area.
Sincerely,
***** LeBusiness Response
Date: 09/14/2023
September 14, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
****************************************************************************************** 30303
RE: ***** Le / BBB CASE#: 20504150
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20504150
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Mr. ** purchased a pallet of 15 bags of insulation. The Home Depot Policy states that Items must be returned with all components for a full refund. He wants to return only 11 of the bags. Regrettably, we must follow Home Depots Return Policy. Items must be returned with all components for a full refund. Take your return back to any The Home Depot store for free, even if you purchased online. Bring a copy of your receipt or shipping confirmation email, credit card you used for the item and valid I.D. We are offering a credit to the order of $450 for the for the inconvenience of the misinterpreted information regarding the return of the insulation. The associate was not privy to the information that the item was a pallet and was under the impression that these were 15 individual bags. In light of that her information was correct, but since they are part of a pallet that information does not apply. Mr. ** has been offered the suggestions of selling the insulation, donating it or giving to friends or relatives. He has informed us that he has already filed a claim with his bank, and they will reimburse him with or without the refund from The Home Depot. No further action will be taken on the return. We need ******* acceptance of the credit to apply it to his order. Up to this point he has declined it.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 09/15/2023
Complaint: 20504150
I am rejecting this response because:
The cost of 11 unused rolls is $1100. I also needed to pay $500 for rescheduling fee to my construction crews because my garage are occupied by 11 insulation rolls. They cannot renovate my garage with those rolls in there. So far, I already lost $1600 because I was manipulated by home depot associate. That is not included the cost for my time, my lost of space.Home Depot credit is only $450 which not even cover half of my lost. I did not ask Home depot to give me a full refund for the order and reimburse the rescheduling cost for my construction team. I only need credit for $1100 of unused rolls, and this is a reasonable amount. If Home Depot agree to credit me back $1100 to my original payment method, I will call my bank to withdraw the claim.
Sincerely,
***** Le
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