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.
- 3,462 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:08/21/2023
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 new kitchen cabinets. They were installed September 2022. I filed a complaint earlier this year regarding problems with the cabinets and no one called me to resolved the issue. I am filing another complaint regarding the cabinets. They were improperly installed where the counter top is sinking into the one cabinet. The cabinet was improperly mounted. I have doors coming loose from the cabinets and the strip of another counter falling off. Another cabinet was cut crooked causing the cabinet to appear off centered. I contacted a certified journeyman to look at the cabinets and he stated that Home Depot's contractor did a sloppy job and that Home Depot needs to correct the problem or issue me a refund for the problems and he will fix the cabinets. He has not done any work on the cabinets as he advised me to try and get the issues resolved with Home Depot. I do not want the contractor who installed the cabinets as they created all of the problems and were very unprofessional every time I called them to resolve the problems. They are K&P located in *********. I expect to receive a call from a representative at ************* or at *************. If the issues with the cabinets are resolved, I will be taking my complaint to court as this has been almost a year and Home Depot has done nothing to resolve my complaints.
Business Response
Date: 09/22/2023
September 22, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: Ludmilla Plenty/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 Order H2307-150057 for kitchen cabinets.
My apologies, The Home Depot has just reviewed this case. I called the customer this morning to apologize and to request pictures. I also let her know that I will be partnering with Home Depot Installation Services to investigate her cabinet issues immediately. 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#: ********Initial Complaint
Date:08/21/2023
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.
Hi, purchased a Frigidaire Gallery wall oven from Home Depot that offered a $350.00 rebate. Home Depot site offers no forms to fill out for the rebate. I call Home Depot several times and was told to call **********, spoke with and emailed ********** and was told I would have to get the forms from the store I purchased the oven from. Call Home Depot customer ********************** again today, again I explained what I needed and also what ********** had said. I was told again to contract Frigidaire, I requested to speak with a supervisor but my requested was denied. Instead I was put on hold for over forty minutes till the survey line picked up and ended the call. To verify I have call records for all the mention calls if needed. Emailed Atlas B.Executive Escalation Support, Online Contact Center a week ago and today but received no response. I need help locating rebate forms or email to request rebate before dead line.From: Electrolux US Rebates Sent: Monday, August 21, 2023 3:08 PM Subject: Re: [#*******] Rebate Hello *******, Thank you for the email. If you were not provided with the rebate offer code, we ask that you please contact your retailer for further assistance. Regrettably, we are unable to provide the offer codes. If your retailer is unable to provide you with the redemption form, it could be they are not a participating retailer. Kindest Regards,Electrolux US Rebates On Mon, Aug 21 at 12:22 PM , ************************* <**************> wrote: Hi the retailer is Home Depot, I spoke with them they have no form. Can you provide the email address?Sent from my iPhone On Aug 21, 2023, at 11:09 AM, Electrolux US Rebates <****************************> wrote:Hello *******,Thank you for your email.Please refer back to your retailer and ask them to provide you with the rebate form so you can fill it out and mail it to us, and also there is going to be a website where you can submit the claim online. Kindest Regards,Salome Electrolux US RebatesBusiness Response
Date: 08/22/2023
August 22, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
RE:************************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, We apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated the matter and have contacted our customer. We have explained that the rebate is for the purchase of 2 to 4 appliances, offering savings up to $350 through September 27, 2023. Unfortunately,his purchase for the one wall oven is not eligible. We also emailed him the information for his reference.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case: 33608421Customer Answer
Date: 08/22/2023
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.First I like to thank both BBB and Home Depot for your quick response. I received the rebate information from Home Depot explaining how the rebates worked. I also mentioned the rude customer ********************** personal that placed me on hold for over forty minutes to go speak to a supervisor and never returned. I like to thank BBB for all your help!!
Sincerely,
*************************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.
Home Depot cancelled an order and does not want to honor it.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 online resolutions team contacted the customer to further assist. The customer was sent a screenshot confirmation of the email sent regarding the canceled order due to the payment method applied to the order. The customer confirmed that he did not receive the notification and will partner with his IT department. The customer was offered a $500.00 Home ********************** gift card, but due to the email being sent, we are unable to price-match the previous order. The gift card offer still stands.
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: 33605379Customer Answer
Date: 08/31/2023
We called the ** customer ********************** line when we received a letter from ** stating that the financial institution flagged the order as suspicious. ** stated they sent an email also. We never received the email. This is the email they sent you the screen shot of. To make sure we didn't accidentally delete it we checked with our IT person to see if email arrived at our mail server on the day they claimed email was sent. The ** email never reached our mail server. We asked ** to talk to their IT department and send the relevant email tracking data that is available on all emails showing which servers they went through and reached. They did not send us this information. If they can show that the email they claimed they sent actually arrived at our email server, then we will be satisfied that this is our fault and we will drop the complaint. Until then, our position is that we did what we were supposed to do. After receipt of the letter questioning the legitimacy of the order we contacted them and verified that this is a legitimate purchase and asked them to ship the order. Letter does not state that order may be cancelled, please check documentation we sent. Also, the gentleman we spoke with said everything is OK and order will be released. Again, we followed what ** asked us to do and they did not honor the order. Now they are saying they sent and email but we never received. it. If they can prove that this email has reached our mail server, we will consider this issue our fault and drop the complaint. Until then our position is that we followed the ** protocol in the letter we received and we want them to honor the order.Business Response
Date: 10/06/2023
October 6, 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, it was verified e-mail notification regarding a payment issue was sent from HD. We cannot verify nor confirm what the customer ********************** did or did not receive. We will not price match the original order however as a one-time courtesy we offered a $500.00 HDGC toward a future purchase.
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: 33605379Customer Answer
Date: 10/11/2023
Complaint: 20502501
I am rejecting this response because Home Depot did not provide evidence that their email reached our email server. Out IT person researched it and the email in question did not reach our email server. If HD provides tracking evidence contrary to this, we will consider the matter closed. In the mean time we are considering taking the case to Small Claims.
Sincerely,
*****************************Business Response
Date: 10/20/2023
October 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, as previously advised the online resolutions team confirmed it was verified e-mail notification regarding a payment issue was sent from HD. We cannot verify nor confirm what the customer ********************** did or did not receive. We will not price match the original order however as a one-time courtesy we offered a $500.00 HDGC toward a future purchase.
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: 33605379Customer Answer
Date: 10/23/2023
Complaint: 20502501
I am rejecting this response because of the following:** claims they sent an email telling me to verify the purchase. I got 2 other emails from ** on the same day, but the third one with the verification request never came through. I showed ** a screenshot of all emails I got from ** that day. I asked my IT person to check the server to see if we had any other emails from ** that day. We did not. The point is that I never received the verification request.
** did not send verification from their IT department that the email in question was delivered.
I called ** when I got the ** letter in the mail requesting verification and person said order will be sent. I did what I was asked but ** is unwilling to honor the purchase. Unless ** can send IT verification of email arriving at our email server, we do not consider the matter closed.
Sincerely,
*****************************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.
On June 11 I paid Home Depot $3451.38 for 4 doors to be installed at my house. ***** at the ********** store set me up with the ProXtra membership since my purchase would give me enough points to get a $25 gift card. Later I used the $25 gift card to buy a compressor on the Home Depot website. *** damaged the compressor in transit so I returned the compressor to the ****** store and received a refund and a $25 store credit gift card. That same day I tried using the store credit to buy trash bags, and could not use it at self-checkout. The employee there, ***, was rude. I went to the customer ********************** desk and the employees there took about 20 minutes to figure out how to use the $25 store credit that had been issued at that same customer ********************** desk 1 hour earlier. I was eventually able to pay for the trash bags using the store credit and had a balance of $3.29.On July 31 Jhonathon installed the 4 doors. He did not clean up and left me with a pile of sawdust in my ************* garbage in my garage. He also installed 2 completely different types of trim around 2 doors. I went to Home Depot the next day to complain. ***** could not explain why the trim did not match, other than saying that the installer requested it. I showed a picture of the sawdust in my driveway and she said he should have cleaned that up. She put in an order to have him come back to install the proper trim. I also tried to use the rest of my store credit to purchase some items but I could not. At checkout, I was told there was no money on the card then I was told my ID did not match the name on the store credit. I asked how can this be if I was there when it was issued, but the employee had no answer. I said Im done and left the store.August 10 ********* came out and installed the correct trim. I could tell he did not want to be there, as he did not say a word to me until after he installed the trim and wanted to leave. I want the $42.48 for the trim and the $3.29 store credit refunded.Business Response
Date: 08/28/2023
August 28, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************************** /BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent store experience with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Executive Escalations team called and spoke with our value customer. At this time, we offered the customer compensation, and she accepted the offer.
With that being said, we have addressed the customers concerns and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its 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.
In 08/03/2021 firme el contrato con la HOME DEPOT para que me instalaran 4 ventanas el numero de orden es H1908-143564 pero duraron como 2 anos para que vinieran a instalar las ventanas * a cada momento me decian que venian * no venian ni siquiera llamaban par cancelar la cita * *o perdi 4 **** de trabajo segun HOMEDEPOT me recompenso ******* $ ****** por todo lo que me hicieron pasar. Las ventanas las vienieron a instalar 6/21/2022 fue cuando firme el documento que todo estaba bien pero nunca me imagine que las ventanas no estaban bien porque entra mucho aire de afuera asia dentro. De acuerdo a la HOME DEPOT *o tengo garantia un *** por cualquier cosa que le pasen a las ventanas * mas 10 anos de garantia.. Y abri un reclamo con ellos el 6/3/2023 * me dieron un numero de caso que es ******** tambien tardaron mucho en venir * *o llamaba cada tercer dia finalmente un trabajodor the la HOME DEPOT vino el 7/14/2023 * me dijo que si que las ventanas estaban mal puestas * que las *** a reportar a su supervisor pero nunca llamarion * *o tuve que llamar otra vez el 08/09/23 * me dijeron que las ventanas no las van arreglar porque las ventanas no tienen ***** *o me siento que HOME DEPOT no tiene respeto por sus clientes * no les importa nada * *o *a esto* canasada de llamar * rogarles que arreglen esas ventanas sin ningun resultado. Ya se viene el invierno * *o quiero que arreglen esas ventanas antes del invierno porque no quiero pasar mas frio. Y si no las quieren arreglar que me regesen mi dinero. Porfavor a*udenme arreglar esta situacion porque *a esto* cansada de habler con la HOME DEPOT. Espero que ustedes me puedan a*udar a resolver esta situacion. GraciasBusiness Response
Date: 08/30/2023
August 30, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
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 their windows installation and air leak.
After further research and inspections of the windows, it was determined that all the windows were properly installed and do not have an air leak. No issues were found after multiple inspections were performed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********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.
On Saturday July 29, 2023 I went to Home Depot to purchase a washer machine and dryer. I was assisted by the customer representative ******. I was told by ****** that my ** Washer machine and dryer was stocked at the warehouse. I decided to purchase the ** Washer machine and dryer. ****** told me that the ** washer machine and dryer will arrive at my house on Wednesday August 2, 2023. I received a text that my delivery date was pushed back to Friday August 4, 2023. I never received a text or email about the time that my Washer machine and dryer will arrive at my residence. I called the appliance hotline to see what happened to my washer machine and dryer I was told that the appliances were not put on the delivery truck. This made me frustrated since I needed my appliances right away, I suffered a flood in my basement on July 9, 2023. As a result I asked for a refund on Saturday August 5, ******************** ****************. I didn't received my refund yet or an apology, This will be my first and last time I do business with The Home Depot not only was my time wasted I was not given the respect that a customer should be given,Business Response
Date: 09/21/2023
September 21st, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************** /BBB Complaint #********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Support Team has provided support to **************. The team coordinated the refund process with the store to ensure the customer refund would be processed quickly.
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,
*************************
The Home Depot ************** Executive Escalations Team
Case: ********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 AM A REGULAR CUSTOMER FOR THE **********************, ONLINE AND IN THE STORE, BUT THIS SPECIFIC COMPLAINT GOES FOR 2 ONLINE PURCHACES, THAT I HAVE BEEN TRYING TO RETURN. THE ONLINE CUSTOMER ********************** SAID I HAD TO GO TO THE STORE TO DO THE RETURN, I WAS UNABLE TO GO RIGHT AWAY TO THE STORE AND THEN THEY SAID MORE THAN 30 DAYS PASSED, WICH PASSED BECAUSE I WAS INTRUCTED TO GO TO THE STORE EVEN IF I WAS TRYING TO RETURNED BEFORE THE 30 DAYS,Business Response
Date: 08/24/2023
August 24, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta,****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: Argenis Moa /BBB Complaint#: 20500123
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team reviewed the customers order and contacted the customer via telephone on 8/21/2023. The customer requested returns for two orders, and the online team arranged carrier pickups for both. On Wednesday,8/23/2023, the customer confirmed the pickup of both orders via email. Home Depot emailed the customer to confirm both refunds. The customer should receive refund *********************** within 3-5 business days, depending on their banks processing schedule.
Should the customer require additional assistance with this matter, please recommend they contact the online agent who managed their case, ********, at ***********************.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Phone: ********************
Fax: ************
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.
In June 2023, I purchased decking materials from the Home Depot. My contractor worked with ******* at the Home Depot located in ***** ** to order the materials needed for the project. The purchase order # is H2562-263196. The contractor was instructed to leave the overage so we may return them to the store for a refund. We took everything back to the nearest store which was in Columbia ** in July. The Columbia store was initially unable to refund the materials because the ***** store had not released to order. It showed $900+ still owed on the order which was puzzling because I made the purchase on my credit card for the full amount. The two stores worked together to remove the $900+ and release the order. Everything was refunded except the ten 20 foot Trex boards. ******* would not allow a refund on the boards. We were told only the Bowie store could issue the refund since it was purchased from that store. The Columbia store was kind enough to hold the items until this was resolved. ******* noted in the order that the boards could not be refunded since they were a special order which made no sense since Home Depot does allow returns on special orders. No one could explain why she refused the order. We called corporate and they stated they could not override the manager but still no one could explain why the items could not be returned. Home Depot policy allows special items to be returned with the possibility of a restocking fee. As of today, ******* has not taken nor returned our calls. I am requesting corporate to investigate and audit our complete order, refund the amount due for the boards that are STILL in the possession of the Columbia store. No where on my receipt does it show that the boards were not refundable. It appears that no one in either store understood why the boards were not being refunded besides *******. This really raises a brow about the known history between ******* and my contractor. Corporate has had complaints about them previously.Business Response
Date: 08/24/2023
August 24, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta,****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************* /BBB Complaint#: 20499516
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction 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 customers complaint, the Executive Escalations team partnered with the Bowie Home Depot leadership for a resolution. After reviewing the order and confirming the (10) Trex Boards were in the Columbia store, Home Depot initiated a full refund. Due to previous refunds on the order, the system would not allow an automatic refund for the (10) Trex Boards. The customer must visit the Bowie Home ********************** to complete their refund on the stores register system. The Home Depot communicated an update regarding the refund and the need to revisit the store to the customer via email on Wednesday, 8/23/2023.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please feel free to contact me.
Sincerely,
********************
Executive Escalations
Phone: ********************
Fax: ************
Reference # ********Customer Answer
Date: 08/31/2023
The business provided a full refund but has yet to perform an audit on the order. There were refunds made on the order that I did not make. I was informed that items can be returned to a credit card of choice which is surprising. The sales associated provided me with a list of refunds. I ask to speak to the store manager, ***, but he has yet to return my call. I would like to know to whom the refunds were made? And Home Depot is liable to these refunds as well as the person who received them on items I purchased.Business Response
Date: 09/05/2023
September 5, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta,****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************* / BBB Complaint#: 20499516
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction 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 customers complaint, the Executive Escalations team partnered with the Bowie Home Depot leadership for a resolution. After reviewing the order and confirming the (10) Trex Boards were in the Columbia store, Home Depot initiated a full refund. Due to previous refunds on the order, the system would not allow an automatic refund for the (10) Trex Boards. The customer must visit the Bowie Home ********************** to complete their refund on the stores register system. The ********* communicated an update regarding the refund and the need to revisit the store to the customer via email on Wednesday, 8/23/2023.
UPDATE: As stated, Home Depot initiated a full refund for the (10) Trex Boards on 8/23/2023 and advised the customer to return to the store at their convenience to complete the refund process. Home Depot completed the refund on Monday, 8/28/2023; the customers Home Depot credit account should reflect this credit within 3-5 business days that followed. Regarding the customers request for an audit, the system shows (4) refunds processed to the order in question: (2) refunds were processed to the customers Home Depot credit account on 7/29/2023 and 8/28/2023; the other (2) were cash and processed on the same date/time as the credit refunds. As the customer had to be present in-store to receive the 8/28/2023 credit refund, they should have been present to receive the cash refund; both were processed at the same time/same register. Additionally, the order is registered under a renovation company with the contractors name, so it is possible the refunds were completed with the customers contractor.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please feel free to contact me.
Sincerely,
********************
Executive Escalations
Phone: ********************
Fax: ************
Reference # ********Customer Answer
Date: 09/07/2023
Complaint: 20499516
I am rejecting this response because: cash refunds were not initiated by me. Please provide full details for each refund to include items and amount refunded. Please send to either my mailing or email address. This is really disturbing and I feel like the contractor and your employee ***** are behind this activity. It was brought to my attention that the two of them had complaints when she worked at the ********* store. This is really disturbing.
Sincerely,
*******************************Business Response
Date: 09/13/2023
September 13, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************* / BBB Complaint#: 20499516
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction 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 customers complaint, the Executive Escalations team partnered with the Bowie Home Depot leadership for a resolution. After reviewing the order and confirming the (10) Trex Boards were in the Columbia store, Home Depot initiated a full refund. Due to previous refunds on the order, the system would not allow an automatic refund for the (10) Trex Boards. The customer must visit the Bowie Home ********************** to complete their refund on the stores register system.The ********* communicated an update regarding the refund and the need to revisit the store to the customer via email on Wednesday, 8/23/2023.
As stated, Home Depot initiated a full refund for the (10) Trex Boards on 8/23/2023 and advised the customer to return to the store at their convenience to complete the refund process. Home Depot completed the refund on Monday, 8/28/2023; the customers Home Depot credit account should reflect this credit within 3-5 business days that followed. Regarding the customers request for an audit, the system shows (4) refunds processed to the order in question: (2) refunds were processed to the customers Home Depot credit account on 7/29/2023 and 8/28/2023; the other (2) were cash and processed on the same date/time as the credit refunds. As the customer had to be present in-store to receive the 8/28/2023 credit refund, they should have been present to receive the cash refund; both were processed at the same time/same register. Additionally, the order is registered under a renovation company with the contractors name, so it is possible the refunds were completed with the customers contractor.
UPDATE: As stated, Home Depot provided a full refund for the (10) Trex Boards as requested. A screenshot of the payment history of this order is attached for review. If there are any returns the customer did not initiate, they will need to speak with their contractor. Per policy, the person registered on the order, ***********************, has every liberty to return items associated with the order, and all returns are credited to the original payment method.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please feel free to contact me.
Sincerely,
********************
Executive Escalations
Phone: ********************
Fax: ************
Reference # ********Initial Complaint
Date:08/20/2023
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.
Purchased over $2,000 in Husky toolboxes, but Ive had lots of issues. I purchased a Husky toolbox at my local store. I proceeded to ask them if they had any attachments for it when I purchased it, so they told me about the hutch and side lockers. A few days later I ordered a hutch and two side lockers as well. Once everything showed up I tried to assemble it. Turns out the box I had was not the right size for the attachments, so I had to return it. They told me which box I needed, the ONLY box that fit the side lockers and hutch. I tried to order it, but it is not available in any Home Depot warehouse. Now why are you selling hutches and side lockers when you dont even have the toolbox theyre made for in stock. I drive over 250 miles and went to 4 stores that claimed they had one. The one store I finally got to that had one was *******, **, but after unboxing the toolbox, I found out that it was hit with a forklift. They only offered me $100 off discount for a toolbox with a fork hole and busted welds. I almost took it because this is the only toolbox of the model I need thats available within 500 miles of me. After talking to a manager they showed me that the same box was available, but in white, and this was my only option, so I ordered it. It arrived without damage, but I had to help the Home Depot employees uncreate it for 20 minutes because they are not trained in this, and theres no unboxing procedures. After that I took it home and started to assemble the hutch. The lower drawer portion of the hutch is not made correctly, and theres no rivnuts installed. I had to go buy a rivnut tool and rivnuts just to finish the assembly. Im out fuel for 250 miles of driving, 15 hours of wasted time, and $100 in tools and parts. I now have a toolbox that doesnt match and thats frustrating after spending that much money. Attached photos show the mismatched colors, & missing rivnuts before, and after I added them. Step 3 on the install manual is part marked as CC.Business Response
Date: 08/24/2023
August 24, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
RE:******** ******* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolution team contacted the customer to further assist. The customer was offered a post- sale markdown, with a total of $400.00. The customer has agreed and accepted the offer.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office:***********************
Reference Number: ********Customer Answer
Date: 08/24/2023
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:08/20/2023
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 April 5th, 2023, I ordered an item worth $126.78 on homedepot.com. The payment method was made through PayPal using DICOVER. I requested Home Depot to cancel this order over the phone, but Home Depot disregarded this and reached out to me twice to pick up my order. On May 5th, I received a notice that I had picked up and completed my order. I called Home Depot many times and they claimed they had a recording of me picking up my order even though I was never there that day. I filed a dispute with my bank (DISCOVER), however Home Depot immediately provided a false pickup confirmation with a statement to DISCOVER, claiming that I had picked up my order, therefore reversing $126.78 to Home Depot. I went to Home Depot on May 22, to verify that I didnt pick up my order. The store manager confirmed that had I never appeared to pick it up and promised me a refund of $126.78 in 5 business days, assuring me that $126.78 worth of credit will be posted on PayPal. Ive been waiting for over 90 days, and Home Depot has yet to refund $126.78. I reported to Home Depot that I have not received a refund many times, but Home Depot has repeatedly neglected to take responsibility. Due to the false evidence provided, they have ruled the dispute in Home Depots favor, and found the transaction to be valid. I contacted DISCOVER and PayPal regarding my dispute, however DICOVER and PayPal are not accepting the refunded receipt from Home Depot. Again, neither my PayPal and DISCOVER account have received $126.78 from Home Depot. I am writing this to file a complaint against Home Depot for providing false claims and fabricating evidence to refuse to refund $126.78 to my account as promised. Ive attached Home Depots refund receipt, DISCOVER Card dispute letter, and PayPals reply. Home Depot Order# WP63325920 PayPal Dispute Case ID: ****************** DISCOVER Case: 016870290B I can be reached at ************, Sincerely,*************************Business Response
Date: 09/05/2023
September 5, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 an online order placed with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot online support team has confirmed that the customer was refunded for the item.
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: 09/08/2023
Complaint: 20496132
I am rejecting this response because DISCOVER refused to give me my refund despite the refund receipt I have given as proof to them. Ive never received my refund of $126.78 because of the chargeback on my dispute. *** contacted PayPal, but they said that nothing can be done with my refund because DISCOVER was in charge of this dispute. Ive called, written letters with documentation (refund receipt), and uploaded documentation to DISCOVER Resolved Disputes site, yet they refused to give me the refund and instead had me contact PayPal for my refund. Home Depot essentially provided a false statement which is the root cause of problem. Therefore DISCOVER charged back the temporary credit on my dispute.
Sincerely,
*************************Business Response
Date: 09/15/2023
September 15, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 an online order placed with The Home Depot.
As previously stated, the Home Depot online support team has confirmed that the customer was refunded for the item. We are unable to process an additional refund.
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: 09/18/2023
Complaint: 20496132
I am rejecting this response because: I have not receive my refund, because Home Depot provided a false pickup confirmation and a false Order Release Receipt Lookup on May 16 to my **************) in this transaction, my bank refused give me refund. Home Depot should provide accurate and truthful directly to my bank resolve the Chargeback on this transaction.
Sincerely,
*************************Customer Answer
Date: 11/17/2023
I am a victim of fraud by the Home Depot, the Home Depot is misleading me. Even though BBB stated that I was refunded for the item already, I have yet to see any action on my end. I am writing to provide an update on Complaint ID # ******** - **********************. Home Depot made the statement was once again false on September 5, 2023 and September 15, 2023, they did not send approval or provide any detail on the transaction of date and who it was refund it to (PayPal or DISCOVER). In addition, the amount was refunded without any confirmation number. I did not know the statement was false until I found out from PayPay Global Customer Complaint & Advocacy ********************* Complaint ID # ********* on September 21, 2023 that indicated that Home Depot has issued me a receipt for a refund, but has not issued a refund to PayPal. I also found out from Executive Office of Customer Advocacy ********************* Complaint ID # ********* from DISCOVER on September 21 2023, that there was no credit that had been issued to my account from Home ********************** and PayPal. Because Home Depot had previously provided a false pickup confirmation with the statement to DISCOVER a chargeback of $126.78 was placed on my DISCOVER account, seemingly blocking the transaction as they had ruled the case in Home Depots favor despite promises of a refund on Home Depots end. DISCOVER has also confirmed that Home Depot has not returned my refund to my account. Home ********************** owes me my refund and they must issue me the refund of $126.78. I can be reached at ************, Sincerely, *************************Business Response
Date: 12/20/2023
December 20, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding an online order placed with The Home Depot.
As previously stated, the Home Depot online support team has confirmed that the customer was refunded for the item. We are unable to process an additional refund.
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: 33599806Customer Answer
Date: 12/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But I have worked so hard and spend a lot time with Home Depot, PayPal, DISCOVER and BBB to get my refund. In the last few months I have written many emails and made many calls. I am afraid to buy any product from Home Depot in the future due to Home Depot's false claim to my account.
Sincerely,
*************************
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