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
- 11,900 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:08/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a weed trimmer off of home depot. Opened the box and clearly could see it was used and rusted and could not be put together. I called the customer ********************** helpline and got horrible rude responses all I wanted was to get refunded and a new weed trimmer sent to me. Seems to hard for them to do. As they told me to send it back and I would have to reorder a whole new one and wait for it to be delivered.
Business Response
Date: 08/29/2023
August 29, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: ******************************* / BBB CASE#: 20497932
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20497932
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. We have informed the customer that the refund was processed, wee offered to assist with ordering a new item but the customer declined nor would accept an e-gift card.
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,
*********************************** Escalations
Phone: ***********************
Case: ********Initial Complaint
Date:08/20/2023
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 placed an order online with home depot on April 6th, 2023.order number WP63434587 home depot is claiming that the order was delivered on April 8th, 2023 item was never received.item is a light fixture home depot refused to replace item or refund money shipping company did not provide any proof of delivery i am requesting a refund item cost $544Business Response
Date: 08/22/2023
August 22, 2023
Sent Via Email
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 regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer regarding their complaint. We were unable to verify the delivery as it's past 120 days. As a one-time courtesy, we refunded the order. We also emailed a copy of the refund receipt to the customer for their records, as we were unable to reach them via phone or email.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33592243Initial Complaint
Date:08/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date Ordered:July 13, 2023 Order Number:WM40515464 Order Total:$1,636.08 On this date I purchased a washer and dryer set from home depot the dryer was $703 solely . I have yet to receive a functioning dryer , my delivery date was pushed back from the start. Since then they delivered us TWO broken dryers ! Last week they delivered it without a cord and kept telling us they would bring it and never did so my husband finally went out and bought another to find out they gave us another broken dryer ! For the last five weeks we have spent so much time and money at the laundry mat when we own a washer and dryer! And have young kids who need us to run them to sports and feed them dinner instead of all of our free time at the laundry mat I have spent $100 at the laundry mat since then not counting gas going back and forth and I do have receipts of those transactions and I would like that amount discounted from my order and to receive my functioning dryer in a timely manner !!Business Response
Date: 08/31/2023
August 31, 2023
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: Heaven ******** / BBB Case # ********
Dear ****************:
We acknowledge the receipt of BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer regarding their complaint. The pickup and replacement was scheduled for 8/28, and we partnered with the delivery provider to ensure white glove delivery. We received confirmation and proof of delivery documentation that the appliance was successfully delivered and installed. We reached out to the customer for confirmation via phone and email, but haven't received a response.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33592239Initial Complaint
Date:08/19/2023
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.
Special order was requested, a door, standard size only a solid core. Pro desk representative was unable to order as he was no qualified to use their program. After long wait and search we found an employee who ordered the door. Door took too long and I bought a in store hollow core door. Requested to return the solid core door but was denied all the way up to the operations manager *******************. The pro desk rep didn't inform of their policy and the receipt and attached will call/direct ship notice mentions special can be returned with a 15% restock fee. I was willing to accept the restock fee but again denied the return. I never picked up the door but my receipt also mentions 90 days default policy. There's also a note on the receipt Home Depot reserve right to limit/deny returns. The Pro desk rep failed to mention which policy was affecting my purchase. He failed to provide proper instruction and the receipt has diametrically opposing verbiage. Which policy is applicable, the 90 day policy or something else. ******************* ops manager lied claiming it was a custom order but the pro desk rep called it special order, which is returnable. No where on my receipt does it mention it's custom order as ******************* claimed. I asked her to provide me in written form it's a custom order but she would not. I can only determine she was lying and didn't want to be held accountable, as custom orders aren't refundable because of their customization. But my standard door can.Business Response
Date: 08/21/2023
August 21, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
***************************************************************************************************
RE: ***************************/ BBB Case #: 20495901
Dear **************:
We acknowledge the receipt of the BBB Case #: 20495901.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with **************** regarding the customers case. The customer will receive a refund for the merchandise.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive EscalationsCustomer Answer
Date: 08/23/2023
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.
Sincerely,
******************************Initial Complaint
Date:08/19/2023
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 june 15th I ordered a 5 50ft roll of fence wire order #WB48840649 and when it arrived it was in plain shrink wrap no label and I could tell it wasnt 14 gauge wire but 16. But I went ahead and used it for my cat pen because I'm disabled and can't drive so it would have cost me to return. Leading up to why I had to pay someone to go to ** to pick up some more fence wire so I could make sure I got what I what I paid for, 55 mile round trip $25. When my friend got to the ** and took the roll of wire that was regularly priced online at ** for $84 the cashier tried to charge $94. He told her that it was $84 online and she refused to price match ** .com. So he called to let me know and I told him to speak to the manager because I've had this issue several times and it was supposed to be fixed. She called the manager **** and he told ******** that no they did not price match the online prices. I told *** to tell her he wanted to speak to the manager so I could speak with him over the phone. *** was told manager was busy. During this time I hung up with *** and called the store myself 4 times that I continued to be placed on hold, nobody would answer the phone , just kept clicking the hold button everytime. After waiting on hold over 3 minutes I called back 3 more times making it 4 no answer just put on hold. I called *** back and told him to ask for the manager again. They said he was busy. After about 20 minutes I told *** just to sit the stuff down, leave. I assume manager **** didn't want to discuss the issue any more. So $25 , over 2 hours wasted and now I have to wait another week before *** will be off work to go pick up some wire elsewhere to help extend my fence. Corperate had apologized before, had assured me the issue would be fixed. I went to the service desk to make a payment the other day while ******** took 4 other people that came up after me returns telling me to wait. After all the money I've spent at ** that's how I'm treated as a regular customer.Business Response
Date: 09/11/2023
September 11, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We contacted the customer regarding their complaint, they advised that the item they were sent was the wrong size and could not be used. After apologizing for the inconvenience, the customer was provided a full refund for the item as well as compensation for the negative store experience. The customer accepted the resolution and an electronic gift card was sent to the customer on 9/8.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33589995Customer Answer
Date: 09/14/2023
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:08/19/2023
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.
7/15/2023 bought a generator for my grandpa for his bday arrived to me 7/20/2023 my grandpa passed away before it could be given to him, took unopened generator to store 8/19/2023 for a refund to my card was told by employee and manager no refund it was after the 30 days tried explaining that item did not even get to me for another 5 or 6 days after ordering, so no it wasn't after the 30 days was told no that I would be given a store credit only. Got home called customer ********************** and was told that there was nothing that they could do only store manager could make the call, and nothing could be done. Just want money put back in accountBusiness Response
Date: 08/22/2023
August 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *****************************/BBB Case #: 20495111
Dear **************:
We acknowledge the receipt of the BBB Case #: 20495111.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Executive Online Executive Team. At the conclusion of the review the customer received a refund on August 19, 2023.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
** Case #: ********Customer Answer
Date: 08/22/2023
Complaint: 20495111
I am rejecting this response because Nothing was resolved. Whoever that was that Called me at 7am on Sunday morning did nothing to help matters and only stated the company line that we can do nothing to help you. I was issued a ****** cent store credit card that can only be used at home depot, I wanted the money refunded to my original card, so I do not get my money back, I GET MONEY TO SPEND ONLY AT hd. Have been a customer and card holder for about twenty years loyal to this chain and drive right by ***** to get to my local store only to be ripped off again, also had ordered a freezer from them only to never get a call or any kind of notification. Sad to think how many times I've gone to my local store only to be ripped off. Not very long ago bought a bareroot tree that never grew and went back and was told too bad we won't refund your money and we have no more of them, constantly treated like a second class citizen and you can never get any help at this store, and managers and desk employees are rude and stupid. So, getting ripped off is company policy and I should have stopped shopping here long ago, thanks thieves enjoy the rip off.by the way went and purchased freezer from LOWES. The person I talked to about the complaint said that store manager should have issued the money back to card.
Sincerely,
*****************************Business Response
Date: 08/25/2023
August 25, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************** Rebuttal/ BBB Case # ********
Dear ******,
We acknowledge the receipt of ********************* rebuttal to BBB Case ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their refund.
The Online Executive Escalations Team contacted the customer on yesterday, August 24th via email. They deactivated the customers gift card and submitted a manual credit request. The amount of $499.18 will be credited to the customers original form of payment within **** business days.
With that being said, The Home Depot considers this matter closed.
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.
Sincerely,
**********************;
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
** Case #: ********Customer Answer
Date: 08/25/2023
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:08/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 19, 2023 I made a purchase at the Home Depot ********************************************************. During my time at the store I consumed a food and drink item. I paid for all other items but truly and genuinely forgot to pay the less than $10 worth of food because I exchanged my carrying cart from one of your Home Depot buckets to a shopping cart. I was in a very aggressive matter and discriminatory approached by a Home Depot employee advising me to visit the back of the store. Truly i felt like I was being treated like some type of criminal. The individuals wanted me to admit to knowingly, taking an item when that was not the case I explain to them that I truly and genuinely just simply forgot and offered to pay for the items, the initial purchase that I made minus the food items was over $100 dollars. Plus, as a Home Depot customer with a Home ********************** account Ive made thousands of dollars worth of purchases. I did not consent to signing the documents, and the individual threaten me by calling law-enforcement. When the documents were presented to me, I crossed out several of the items I did not agree with, and returned it back to the individual. He finally allowed me to leave, but informed me that I was prevented from visiting any Home Depot for a period of three years, which I found extremely absurd. Its extremely disheartening being a customer for such a long time and honestly and genuinely just simply forgetting to pay for a soft drink and being treated like a criminal. Do you watch the news? Can you see individuals looting and stealing left and right and nothing happens to those criminals yet a hard-working, honest person makes a genuine mistake for an item thats less than $10 and hes treated like a criminal and informed that he cant visit the store for three years. How does that seem right.Business Response
Date: 09/25/2023
September 25, 2023
Sent Via Email
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 regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We partnered with the Store Manager as well as the Asset Protection Manager, who reviewed the video footage regarding the incident. It's been determined that the Loss Prevention Team followed all required steps, and the Asset Protection Manager will contact the customer to further review the situation. The customer also voluntarily signed a statement and trespass notice based on observations of their behavior in store. The signed trespass notice prohibits the customer from any Home ********************** owned or maintained property until the notice expires or the customer receives written permission otherwise.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33589993Initial Complaint
Date:08/19/2023
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.
HD was scheduled to install a washer and dryer and pedestal. Day of delivery the company called and said they only had one pedestal but could connect to washer and then hook other to dryer when it comes in. Installers came and refused to install one pedestal without the other. I returned the one. I called HD the next morning and was told installing after is not an issue and they could reorder and have them installed. They came back today to install and said they cant because the washer is installed. If they do it will break the washer. HD was on the phone and offered no solutions. I was out of luck. Had I not been told something different by everyone I talked to this would never have happened. I now have a washer with no pedestal. I want a new washer with pedestal or this one installed with out breaking the Brand new washer. I dont think this is too much to ask since this situation was caused by HD or someone that represent me them all saying something different. Please help!!Business Response
Date: 08/21/2023
August 21, 2023
Sent Via Email
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 regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer regarding their complaint. The customer advised the pedestals were refused, due to the delivery team not being able to install them. A new order was placed for the pedestals, and we also provided a markdown to go towards the installation cost. We advised the customer that the ********************** will be applied within 3-5 business days.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33589994Customer Answer
Date: 08/21/2023
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:08/19/2023
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 placed an order of tiles on Home Depot website on July 29. It came to the store damaged twice. At the second time, someone at the store named ***** placed the third order for me without even asking me whether I want to reorder it or not. I called the store and store manager told me it is because you will be on vacation from Aug 22. So she placed the re order for you. But the third order happened on Aug 18, four days before my vacation. Now what they can do is to send requests for cancellation and I cannot get my money back. Who actually gave ***** the authorization to place the order even before asking the clients?? The store manager was trying to cover it up and blamed me for the vacation time. I am super disappointed that how the store trained the employees and how they treated the customers.Business Response
Date: 08/22/2023
August 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************RE: Na Zhao/ BBB Case #: 20494628
Dear **************:
We acknowledge the receipt of the BBB Case #: 20494628.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with Executive Online Executive Team. At the conclusion of the review the customers order was canceled, per the customers request.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter-Executive EscalationsInitial Complaint
Date:08/19/2023
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.
Im reaching out with feedback and outstanding billing issues that need to be addressed with a recent project.1. Completely inefficient, time-consuming process to get quotes.?Theres no reason why getting a quote should have to require a customer to pick up the phone and wait while someone punches in a bunch of selections. Theres technology available that would allow this to be done more efficiently in 2-3 minutes.?2. Completely unreachable flooring team.This team does not answer their phones. 24 phone calls week before, during and after installation and not one person picked up the phone.?3. Average rated installation company with known issues.?Core reason for working with Home Depot is I expected highly qualified installation team. Issues include poor communication leading up to the project, limited English/language barriers during the installation process, unprepared contractor, etc.?4. Billing issues that still are not resolved.?Ive written multiple emails and have requested on multiple phone calls to have my bill updated to reflect services that were not done (total of approx. $1,000), but have yet to get an update.??Refund $349.25 ?Install of manufacturer approved underlayment (Installer provides underlayment)NOTE: Contractor stated this wasn't needed. Vinyl sheeting was glued directly to floor.??Refund $90.00 ?Remove and Replace Appliances (Installer does not disconnect/reconnect any gas or water)?Refrigerator in Kitchen;?Gas Stove w/ shutoff in Kitchen ?NOTE: Refrigerator moved, but reimbursement for towels used as floor protection. Gas stove not moved.??Refund $140.62?Primed Pine Quarter Round 11/16" x 11/16" WM106 (In-Stock) (620-008)?NOTE: Misunderstood what this was referring to and said it wasn't needed. Would like the contractorto come back to install (if possible now that flooring has been laid).??Adjust$207.41?Remove kitchen and dining room floors.?NOTE: Refund needed for dining room portion.Business Response
Date: 09/18/2023
September 18, 2023
Sent Via Email
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 regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We contacted the customer regarding their flooring ****************** and they stated that some services were not completed however they were still charged for them. After confirming the billing adjustment with the customer, the Store Team and District Manager advised that the services will be refunded via certified check. We will follow up with the customer to ensure the check was received.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33586847Customer Answer
Date: 09/25/2023
Complaint: 20494423
I am rejecting this response because: There are still issues with the Home Depot store completing the refund transaction. I was told by a store manager (*****) that I would need to come back into the store with original form of payment/credit card and speak with customer ********************** to have the refund processed. I was told a note was left on my account, so there should be no issues. I arrived at the store and customer ********************** said they couldn't help and directed me to the team in the flooring section. Spoke with this team and this team also was unsure what was needed after reading notes. After calls were made to 'higher people' I was told that a refund would not be issued in store. Instead, should receive a check in approximately two weeks.The store is honestly a mess. I can't speak to other departments, but there is an ongoing sense of complete confusion in flooring with anything that requires coordination between teams or any kind of planning for customer projects. Phones are left ringing (called 20+ times over an 8-hour period and even had store teams call as well with no answer), situations where you have two people with the same job function helping a customer when other people are waiting, etc.
As much as I'd like to trust that a check will be delivered in two weeks, I don't feel comfortable closing this until it's received.
Sincerely,
*******************************Business Response
Date: 10/06/2023
October 6, 2023
Sent Via Email
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 regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We contacted the customer regarding their flooring ****************** and they stated that some services were not completed however they were still charged for them. After confirming the billing adjustment with the customer, the Store Team and District Manager advised that the services will be refunded via certified check. As previously stated, we will follow up with the customer to ensure the check was received. We will keep our case open until the customer confirms the check was received.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33586847Customer Answer
Date: 10/12/2023
Complaint: 20494423
I am rejecting this response because: Keeping this open until I get refund from the local Home Depot store. Believe starting this weekend, we'll be beyond the timeframe I was told to expect a check in the mail. Can confirm this weekend though.
Sincerely,
*******************************Business Response
Date: 11/01/2023
November 1, 2023
Sent Via Email
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 regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We contacted the customer regarding their flooring ****************** and they stated that some services were not completed however they were still charged for them. After confirming the billing adjustment with the customer, the Store Team and District Manager advised that the services will be refunded via certified check. As previously stated, we will follow up with the customer to ensure the check was received. We will keep our case open until the customer confirms the check was received.
With that being said, The Home Depot is actively working with the Store Team to ensure the check is received as soon as possible. An update will be provided once the customer confirms receipt.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33586847Customer Answer
Date: 11/02/2023
Complaint: 20494423
I am rejecting this response because: Will close case once refund from Store Team for work not completed is received.
Sincerely,
*******************************Business Response
Date: 11/10/2023
November 10, 2023
Sent Via Email
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 regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We contacted the customer regarding their flooring ****************** and they stated that some services were not completed however they were still charged for them. After confirming the billing adjustment with the customer, the Store Team and District Manager advised that the services will be refunded via certified check, as well as to the customer's original form of payment. The customer confirmed on 11/10 that the refund was successfully received.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33586847Customer Answer
Date: 11/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************
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