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:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought an over-the-range microwave from Home Depot website on 8/12/2023. The brand is ** (2.1 cu. ft. 30 in. Width PrintProof Stainless Steel 1,050-Watt Smart Over-the-Range Microwave Oven with ExtendaVent 2.0, Model #MVEL2137F). The microwave was delivered on 8/18/2023 and I purchased installation and haul away services (an additional $209 for these services). The installation job was done incorrectly. The new microwave was to replace an old one that has a vent outside through back wall. There is an existing duct work and it would be fine for this new microwave to setup to vent to go outside as it is fully capable of from the instruction manual and as advertised in Home Depot website. However, the installer did not want to spend time in setting the new microwave to vent outside. The installer has stated that he will not touch the microwave and that it is not his job to setup but just to put it on the wall. The setup to vent outside is easy and within the capability of this microwave as it is described in the manual of this microwave available on Home Depot website. This is a new microwave that has ability to vent outside and it is made to be for over-the-range setup. It is just that the installer does not want to spend time doing the job right and rather want to get the job done quickly and leave. I am filing this complain while awaiting the new installer to come in and fix this installation. I have contacted the Home Depot Customer ********************** and arrange for the reinstallation that is going to be on 8/28/2023. However I am going to open this complaint for the record in case the reinstallation does not go as I hope and further actions are necessary. Eventually I hope to resolve the issue by having the new microwave to be reinstalled correctly by Home Depot with the vent setup correctly to vent outside through the existing duct work. If this reinstallation and workmanship does not meet expectation, I will ask for a refund for the installation fee ($209).
Business Response
Date: 08/29/2023
August 29, 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 ****************** was rescheduled for Monday 8/28 between 9:30-1:30pm. We contacted the customer today, 8/29, and they confirmed that the appointment went well and the microwave was successfully installed.
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 #: 33584307Initial Complaint
Date:08/18/2023
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 writing to file a formal complaint against Home Depot regarding the installation of an **** unit at my residence on 4/13/23. I am deeply dissatisfied with the service I have received, and I believe that my concerns have not been adequately addressed.On the grounds of the following issues, I am seeking resolution and compensation:Bait and Switch on Financing Options: When I initially purchased the **** unit, the salesman assured me of a 24-month interest-free financing option. However, upon finalizing the purchase, I was informed that this option was no longer available. I contacted the Home Depot 800 number and communicated with ***, the regional manager, who promised to address the matter. Despite his initial acknowledgment, I have not received any further response or resolution.Air Flow Issue and Inadequate Resolution: after the **** installation, I experienced air flow issues in my primary bedroom. Home Depot's technicians have visited my property four times, but the problem remained unresolved. After multiple attempts, they recommended an expensive duct work solution costing $7,232. I did not have circulation problems with my previous unit. Subsequently, a specialist determined that the ducts were incorrectly installed, leading to the lack of air flow.Furthermore, the severe inconvenience of enduring triple-digit ***** weather while waiting for resolution has caused me substantial stress and discomfort. Home Depot's initial refusal to address my compensation request only exacerbated the situation.In light of the aforementioned issues, I received a call from *** on 8/17, offering a compensation of $750. While I appreciate the gesture, I find this amount inadequate given the distress I have faced due to the unresolved problems and poor customer ************************ am requesting a more substantial compensation or that the **** unit be removed and a refund issued for the total amount paid.Business Response
Date: 08/22/2023
August 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *********************/ BBB Case #: 20493443
Dear *************:
We acknowledge the receipt of the BBB Case #: 20493443.
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 reviewed this case and offers the following update. The District Services Manager, Regional Services Manager, and Installer are prepared to modify the customers ductwork for the back bedroom to increase air flow at no cost. A Settlement and Release Agreement was sent to the customer on today, August 22, ************* $750.00 in compensation to address the customers concerns regarding promotional pricing.
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: 20493443
I am rejecting this response because:I find their proposed amount of $750 inadequate to address the gravity of the situation since I reported this issue in June 2023.
I must bring to your attention a concerning aspect of this dispute that has arisen since my initial complaint. I believe it is crucial to consider the potential influence of racism in exacerbating the situation and contributing to the hostility I have experienced. It is noteworthy that both the manager for Cool Air (contractor) responsible for the **** installation and the regional manager (Home Depot) with whom I have been communicating are white men. Despite my repeated attempts to communicate my concerns and seek resolution, I have encountered consistent indifference and refusal to acknowledge the magnitude of my grievances. This lack of empathy and accountability, coupled with their dismissive attitude towards my situation, raises concerns about the possibility of racial bias playing a role in their actions. I'm not sure why they keep mentioning they will fix the duct installation issue at no cost, it was installed incorrectly. Of course it would be done at no additional cost.
Given the historical context and current societal awareness surrounding issues of racial discrimination and injustice, it is essential that any complaints involving possible racial bias are treated with utmost seriousness and thoroughness.
I urge the Better Business Bureau to conduct a comprehensive review of my case, taking into consideration of racial bias impacting the actions of the contractor and the regional manager. I also request a formal apology for lack of empathy resolving this issue and a more appropriate compensation be negotiated. Compensation that not only addresses the inconveniences and uncomfortability I have faced but also acknowledges the emotional distress caused by the unresolved issues and the bias I have encountered. No Black women should experience this level of disservice in 2023 with a large corporation like Home Depot.
Sincerely,
*********************Business Response
Date: 08/28/2023
August 28, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
*************************************/ BBB Case #: 20493443
Dear *************:
We acknowledge the receipt of *********************** rebuttal to BBB Case 20493443.
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 reviewed this case and offers the following update. The Executive Escalations Team partnered with our Third-Party Administrator, ******** ***************** Services and processed a claim on behalf of the customer for concerns outside of her ******************. The modification and/or repairs to the ductwork is currently still under review.
With that being said, this matter is still being monitored and in progress until completion of the installation.
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
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Initial Complaint
Date:08/18/2023
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.
8/18/2023 paid for a toro lawn mower $4493.00 got to store to get had none ,when they said they hD two. Call on line talk with someone ,no help she canceled my order without my knowledge and then said it would be 5-7 business days before my money is returned.Business Response
Date: 08/25/2023
August 25, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *************************/ BBB Case #: 20493043
Dear *************:
We acknowledge the receipt of the BBB Case #: 20493043.
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 reviewed this case and offers the following update. We partnered with The Home Depot Online Executive Escalations Team. They have made several attempts to reach the customer via phone and email,and have not been successful.
08/24/2023
The customer has not responded to our attempts to contact them.
08/23/2023
We called the customer, and the call was disconnected after we introduced ourselves. We sent a third email to see what resolution the customer is looking for regarding their complaint.
08/22/2023
We called the customer, and the call was disconnected after we introduced ourselves. We sent a second email to see what resolution the customer is looking for regarding their complaint.
08/19/2023
We called the customer, and their voicemail was full so we could not leave a message. We emailed the customer to see what resolutions they are looking for and explained the refund process time of 3-5 business days.
We reviewed the customer's order, and it was refunded on 08/18/2023.
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
Resolution Expediter- Executive Escalations
Phone: *************************
Case #: ********Initial Complaint
Date:08/18/2023
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 have paid home depot well over $20,000 for home remodeling projects like floors carpet and countertops just to name a few, after the work was done there was left over materials that were good to return so I went to do just that come to find out there was work that was not done that I paid for in full and for the last 3 weeks the date was July 30th was when I went into get a refund, they would not or refund me for the work that wasnt done and they keep telling me it is an IT issue and would be fixed by Tuesday well that came and went and I called and got a new date 2 more times I called again to see if the issue had been resolved and they gave me another date of august 24th I told them that will be almost a month since I started this process and that they had 1 day to figure it out I have been patient enough and that I would file a bbb complaint if I was not contacted by noon today 8-19-23 the manager said I would have it fixed today and I will receive a call by 10 am. Well its 330 pm I have not been contacted my money has not been refunded we agreed on a deadline and it was not fulfilled. I just want my refund paid in full preferably cash because thats the fastest way to resolve this Home Depot knows they owe me money and will not pay it, if needed I can provide a receipt Home Depot can provide those also as its all digital and the workers home depot contracted out. Thank you, ***********************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#: 20492724
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 Tumwater Home Depot leadership for a resolution. The Store Manager acknowledged the IT issue, and rather than wait for the issue to be re-escalated, Home Depot provided the refund owed via mail check. The customer explained they would need to return some additional items; Home Depot advised that until the IT resolves the issue, they may experience a delay receiving refunds, as their order shows a balance due. Home Depot communicated this resolution with the customer via telephone and reiterated it via email on Wednesday, 8/23/2023.
With that said, we have addressed the customers concern and will continue to monitor this matter until we consider it 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: 08/28/2023
Complaint: 20492724
I am rejecting this response because:I have not received my check yet so I am not able to accept this as resolved, however upon receiving my check I will then accept this issue as resolved but not a moment sooner.
Sincerely,
***********************Initial Complaint
Date:08/18/2023
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 want to officially file a formal complaint against Home Depot and ****, who apparently is their HR or hiring manager. Everything I have written above is the truth and nothing but the truth. I have also expressed my concern over this situation to family members and friends who can attest to my experience and honesty.WHAT IS WRONG WITH THIS SITUATION?1.The position I applied for didnt actually exist for outside employees and he told me that in person. They hired me for another position that they wanted and I was willing to come in and talk about it, with the hope that down the road after working there I could get into the design department. Why do they advertise a job that does not actually exist? 2.I was asked about my availability which I said was flexible Monday through Saturday all day and night and because I was not available on Sunday, this apparently was a deal-breaker but this was NOT communicated to me over the phone or in an email ahead of time. Do they do this because no one will come in for an interview?3.I was THREATENED with POLICE action from him because I chose to leave an interview that I felt was hostile, discriminatory and threatening. WHY would I be threatened with police action because I chose to leave an uncomfortable situation?Business Response
Date: 08/21/2023
August 21, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************** / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots associate relations and human resource department will review the applicants concerns and will be in direct contact with her.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 08/21/2023
Complaint: 20492310
I am rejecting this response because:Your document says this is in regards to REPAIR ISSUES.
THIS IS NOT A PRODUCT REVIEW!
THIS IS A HARRASSMENT ISSUE BY ONE OF YOUR EMPLOYEES,. PLEASE CORRECT THIS STATEMENT AND BE SURE TO LET ME KNOW WHEN THIS PERSON WILL BE FIRED!
Sincerely,
***************************Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were quoted a price of $30,576.52 for a window job. This job was on two different homes in the same town that I owned. The agreement was made on August 23, 2022. That night we made a down payment of $8993.10. The first house windows were installed Nov. 11, 2022, we were charged $12,752.50. The final job was finally completed July 19, 2023 (almost a full year later). Then they charged my card $13,266 and change. These amounts do not add up to the quote.Business Response
Date: 08/31/2023
August 31, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* / BBB Case #: 20492616
Dear *************:
We acknowledge the receipt of the BBB Case #: 20492616.
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 reviewed this case and offers the following update. The window installation promotion communicated to the customer was 10% off in which the customer received. *************************** signed a contact on August 23, 2022, which included the final installation price. The customer signed the Certificate of Completion for the (2) units on November 9, 2022, and July 19, 2023. The Area Install Specialist, ************************* explained the customers pricing in detail on August 24, 2023, due to the customers recent pricing inquiry.
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
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: 33438073Customer Answer
Date: 09/07/2023
Complaint: 20492616
I am rejecting this response because I have attached the quote that was given to us by the sales lady the evening of 08/23/2022. The quote was for 15% off not 10%. She supposedly called her boss to get us the extra percentage off, if she din't then she lied to us. We were also never in receipt of the supposed contract as we only had 3 days to rescind the contract. If we had it we would have never moved forward. We were told we only signed to make the down payment for the jobs, that took almost a year to complete. My husband only signed the paperwork on July 19th to verify the job was completed. He told the install man that wasn't the correct price and he stated we would receive a credit. My conversation with mister ************** asked him to be honest and tell me if he was shown that paperwork competed by ************************* what price would you think the windows were going to be and he would not answer because he knew what price we were quoted. My husband, myself, and my mother we all there and heard the price she quoted us and the call she said she made to her boss and he says she never made that call. The quote on the paper is clearly the lowest price and it is exactly 15% off the price of the two project together. We were gone for a week so the late response I hope is in time. Thank You!!
Sincerely,
*************************Business Response
Date: 09/14/2023
September 14, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* Rebuttal/ BBB Case #: 20492616
Dear *************:
We acknowledge the receipt of the BBB Rebuttal Case #:20492616.
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 reviewed this case and offers the following update. As previously stated, the window installation promotion communicated to the customer was 10% off in which the customer received. *************************** signed a contact on August 23, 2022, which included the final installation price. The customer signed the Certificate of Completion for the installation of (2) units on November 9, 2022, and July 19,2023. The Area Install Specialist,************************* explained the customers pricing in detail on August 24, 2023,due to the customers recent inquiry. The quote that the customer is referring in the rebuttal is a handwritten document with numbers on a piece of paper and not a legal document and/or contract.
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
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 09/15/2023
Complaint: 20492616
I am rejecting this response because: Mr. ************************* or ***************************** one to them is not being truthful. Yes it is a hand written quote and I understand that. They can consider it closed however ***************************** was told by me that if I didn't get the 15% off (because I ordered 18 windows) I wasn't going to do the deal. She then said she was calling her boss (*************************) he then approved the larger percentage off. Later when I spoke with **************** he said she never called him. So one of them is not telling the truth. We trusted ***** and was told we were signing for the down payment. We were never in receipt of the contract until a year later when we complained about the charges. During the conversation with **************** he said the same thing he has told me in the past that we signed a contract and I told him we were not aware or in possession of any contract. I also asked him to meet me half way and he refused. So they are not concerned about a valued customer at all. I don't trust any of them any longer since we were deceived. I know I will end up paying them the higher price but I am morally right on this one. If they chose to not uphold their word that is unethical and deceitful in my option. I would have settled this matter for half but they would't budge. As previously stated I asked **************** if he looked at the piece of paper with *****;'s quote on it to tell me what price he thought we were paying as most would say it was the lowest price on the sheet. He would not answer my question because he knew he was wrong. ***** may have made a mistake but why should I pay for hen inept work. I have been totally honest with them however they have not been the same.
Sincerely,
*************************Initial Complaint
Date:08/18/2023
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 window installation from my local branch of Home Sepot (in Bedford-Stuyvesant, Brooklyn). According to Home Depots installation measurement services, it was ************ in total for two rooms. When Home Depot called me to schedule the installation during mid June, they told me three out of the ************ never came. They told me they would call me for any updates before the installation. When I called back to ask about the status of the windows, no one picked the phones from the number they gave me. The installation happened as scheduled on July 29, 2023. The missing three windows never came during the installation. The installer couldnt tell me the status of the missing windows, and the installation was not completed. Only two out of the ************ were installed. Ive been calling Home Depot for several times to cancel the remaining of my order. Each time, it either went unanswered or to a dispatcher who told me the local installation service managers, *********************** or ******, would call me back. I did not receive any call back despite my multiple attempts. When I finally reached out to ******, one of the local managers, he refused to cancel my order. When I asked him this was according to what part of the contract, he failed to answer. He then told me he would call me back and hung up the phone. I never received a call back. When I tried again, it went directly to voicemail. Up till this date, I still cannot cancel my order. The Home Depot installation service just kept avoiding my inquiries.Business Response
Date: 09/07/2023
September 7, 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. The Home Depot partnered with the Installation Team, who attempted to contact the customer regarding their cancellation. We've reached out to the customer via phone and email on 8/29, 9/1, and 9/5 but have not received a response. The Installation Manager advised that we'd be more than happy to process the cancellation request once a response is received.
With that being said, The Home Depot considers this matter closed due to lack of response.
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 #: 33583284Initial Complaint
Date:08/18/2023
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.
06-12-2023 I purchased windows for my home costing $8,302.23 from **** a consultant for Home Deport. I was told that I would receive 24 months of free interest. I bill was serviced through ********** When I got the bill from Citibank if stated approximately $1900 at 24 month % and the balance as 12 months interest. i called several time to **** who never returned my call. Then I called home depot and spoke to ******* his boss , he stated he would take care of the problem. I waited several weeks and nothing changed. Again I called home depot customer ********************** but to no avail. I have made several complaints to home depot since then. Finally **** called me back from his cell phone last week and complained about his boss not taking care of the issue even though it was his mistake when he sold me the window. He stated that he would call Citibank and change my windows to 24 months no interest. He called back again and said he had spoken to Citibank and they would change in 7 to 10 days. I checked my Citibank card balance and discovered they change the $1900 to 12 months interest free and the balance of the bill remained at 12 months % free. I again called **** and left him a message and then I made a complaint through the corporate office.When I applied for my credit card at the Home Depot store in *********, **, they told me that I would qualify for ************************************************************************************************************ both. I want what I was promised.Business Response
Date: 08/29/2023
August 29, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***************************** / BBB Case # ********
Dear **************:
We acknowledge the receipt of BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (South Dakota), NA, is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. After the review and investigation by ********, ***************************** will receive a response directly from them.
Please know it is The Home Depots goal to satisfy all of 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,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33583294Initial Complaint
Date:08/18/2023
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: July 7, 2023 $17,000.00 Job: purchase and installation of countertops and kitchen island Issue 1: edges and corners do not match Issue 2: fraudulently modifying invoices and waiver Issue has NOT been resolved. The countertops have not been fix and they refuse to give me a refund for the backsplash which the contractor did not have enough material to finish the job. No proper description was provided of the job.Business Response
Date: 09/13/2023
September 13, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***************************/ BBB Case #: 20490701
Dear *************:
We acknowledge the receipt of the BBB Case #: 20490701.
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 reviewed this case and offers the following update. We are currently under advisement for resolution with Home Depots Legal and Field Teams. The customer has been offered two options and we are currently awaiting a response from the customer regarding which option will suffice.
With that being said, this matter is still being monitored and in progress until completion of the installation.
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
Resolution Expediter- Executive Escalations
Phone: *************************
Case #: ********Customer Answer
Date: 09/19/2023
Complaint: 20490701
I am rejecting this response because: I have received the offer from Home Depot. However, i have already sent them a itemized quote from Stone Restoration and Maintenance in the amount of $3,500. I have contacted two other local fabricators who have refused to take on the liability of the work needed. I have a received a VM from *********************** that Home Depot is reviewing the proposal. I am also told by the Stone Restoration that this job can not guarantee perfection and that everything from the kitchen cabinets will have to be removed as dust will fly everywhere. The Kitchen will have to be completely shut down during this time. Home Depot has made so many modifications to the original invoice that even they do not know the material that has been installed in my home. The mentioned in their letter that Silica dust is a safety hazards. FOR THE RECORD, I have natural stone (Quartzite, which is not made from Silica). They Mentioned i agreed to the edging and in NO circumstance did i ever agree to TWO DIFFERENT finishes, absolutely not. This is not a case of buyers remorse.Further, home depot has never acknowledge the WAIVER that was illegally modified to suit their needs. On August 21st i had a meeting with **** of ****'s Marble the contractor and he told me he was the one who crossed out the word "only" and added "& BS". He had no legal right to do this as i personally never signed off on the job.
Home Depot wants me to pay them $8,875.20 and they will reimburse me for 3rd party if i choose to use for the repairs. There is no way i will agree to this.
Home Deport Also offer to pay me $1,000 if i sign a settlement agreement and the answer is NO.
Bottom line is that i have countertops and an island and the finishes do not match.
Sincerely,
***************************Business Response
Date: 09/25/2023
September 25, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ********************** Rebuttal/ BBB Case #: 20490701
Dear *************:
We acknowledge the receipt of the rebuttal for BBB Case #: 20490701.
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 reviewed this case and offers the following update. As previously stated, the installation is currently under advisement for resolution with Home Depots Legal and Field Teams. The customer has been offered two options and we are currently awaiting a response from the customer regarding which option will suffice. The customer has provided (1) quote thus far and it is currently under review.
With that being said, this matter is still in progress until completion of the installation.
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
Resolution Expediter- Executive Escalations
Phone: *************************
Case #: ********Customer Answer
Date: 11/02/2023
Complaint: 20490701
I am rejecting this response because:
I am told by the expert fabricators that the work may never look 100%. The work needs to be done in a shop. I have also stressed to Home Depot that I have another issue with white glue oozing out of the top of the sink. I clean it and it comes back, clean it again and back again.
this job was poorly done. Unethical conduct by subcontractor in forging documents is unacceptable. The countertops need to be removed and taken to a shop to be done correctly. I have spent $700 in a plumber and I dont think further work from a plumber should be my financial responsibility. Compensation of $4,500 is not enough. Photos are too big to upload to this document.
Sincerely,
***************************Business Response
Date: 11/06/2023
November 6, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ********************** Rebuttal/ BBB Case #: 20490701
Dear *************:
We acknowledge the receipt of the rebuttal for BBB Case #: 20490701.
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 reviewed this case and offers the following update. As previously stated, the installation was under advisement for resolution with Home Depots Legal and Field Teams. At the conclusion of the review the customer was sent a Final Denial Letter on October 19, 2023, due to the following:
Chargeback ID Nos. ******* and ******* were filed by the customer on August 3 and August 4, 2023, with **************** in connection with the credit card used for the purchase of the installation.Chargeback ID Nos. ******* in the amount of Eight Thousand Eight Hundred Seventy-Five Dollars and Twenty Cents ($8,875.20) and ******* in the amount of Eight Thousand One Hundred Twenty-Four Dollars and Eighty Cents ($8,124.80) (Chargeback Nos. ******* and *******) were awarded in the customers favor, and the customer received a full refund in the amount of Seventeen Thousand Dollars and Zero Cents ($17,000.00) related to the Installation.
The countertop edges are polished and there is a potential for the top and edges to not perfectly match.
The ooze is the caulk that was applied and not given enough time to dry prior to the customer using the sink. This is not a workmanship issue.
The backsplash issue is buyers remorse because we have record that the customer went to the fabricator, saw the stone, and saw it taped up showing how each piece would look. The stone picked had a lot of wavy shades in it, and the customer requested that they redo/retape. We also received an email from the customer approving it to the provider showing they would not move forward until the customer was satisfied with how it was taped. The counters were installed exactly as requested.
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
Resolution Expediter- Executive Escalations
Phone: *************************
Case #: 33272058Customer Answer
Date: 11/14/2023
Complaint: 20490701
I am rejecting this response because:I was NOT awarded $17,000 in chargebacks from ****************. I actually had to reopen the dispute in the amount of $8124.80, yesterday, november 13, 2023.
The ooze caulk : i was never told in writing or verbally NOT to use the sink because the caulk needed to dry.
Regarding the backsplash : there was NOT enough material to finish the job, so i was given one of two options. The option i chose was not as discussed because of lack of material.
PLEASE see the **** detail on home depot's document that was sent to **************** on october 11, 2023. my countertops are round and the island is Edge.
Sincerely,
***************************Business Response
Date: 11/21/2023
November 21, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ********************** Rebuttal/ BBB Case #:20490701
Dear *************:
We acknowledge the receipt of the rebuttal for BBB Case #: 20490701.
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 reviewed this case and offers the following update. As previously stated, the installation was under advisement for resolution with Home Depots Legal and Field Teams. At the conclusion of the review the customer was sent a Final Denial Letter on October 19, 2023, due to the following:
The bank awarded the customer the disputed amounts through the credit card chargeback process on August 10, 2023. The customer stated she was rebilled sometime in October and then opened a dispute this month regarding being rebilled. As of today, November 21, 2023, we have not received a new dispute.
The provider stated the customer was informed that the caulk needed to dry. Regardless as mentioned before, it is a very easy fix for our service provider or the customers service provider to re-caulk around/under the sink/countertop.
The District Service Manager sent the dropbox LINK and in it shows we have pictures of the material taped off showing the different pieces and how it would be cut and would look on the customers walls, in addition to the email that shows that the customer agreed to it. See the attached (2) pictures showing it taped off. The changes were caused by the customer wanting to change the look and layout.
All the Edges are *********** as the customer paid for and as it states on the paperwork. What is different is that the customer wanted us to follow the existing corners (inside and outside corners) when it was templated. Which then the customer changed her mind after the install and as such the corners do not match. This is also what the customer agreed to get quotes for and to have her own fabricator to come to her home to fix. The customer received a quote for $3500 which we agreed to, but she would have to cover the balance due owed to Home Depot (in this case if she disputes the $8124) then there would be a balance due.
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
Resolution Expediter- Executive Escalations
Phone: *************************
Case #: ********Customer Answer
Date: 11/28/2023
Complaint: 20490701
I am rejecting this response because: This man *********************** is out of his mind. He has disputed the $8124.80 multiple times. I have to re open the dispute in order to get my money back. NO one informed me to let the caulk dry, i had no clue caulk is even used. My plumber came the next day to install the faucet, so the faucet had 24hrs to dry. I had already been without a sink for 2 weeks or more. I am rejecting The Home Depot's response and i will further take this up with the *** and the legal department as nothing is getting resolve with this jerk. I will seek legal cousel to collect my funds. You can post this compliant on your website as we have spent months going back and forth and since the BBB cannot resolve this issue i will have to hire my own attorney.
Sincerely,
***************************Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a refrigerator June 13, delivery June 21. Refrigerator was dropped off truck and had to get replacement ordered. Never received new refrigerator. Home Depot canceled the order and never notified us. We had to reorder refrigerator July 31st, delivery period. Called said truck broke down and could not deliver and failed to deliver refrigerator. We had a new delivery scheduled for August 17, delivery claims nobody was home and left note on the door. We have took off work for 3 different days now for delivery dates given by Home Depot. We still do not have a refrigerator that was originally ordered on June 13th. We have called many people at Hone Depot and spent several hours on the phone with a promise someone will call us back. We have not received any phones calls back. Nobody has acknowledged theres a problem and taken care of it.Business Response
Date: 08/28/2023
August 28, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: *********************** BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our dedicated online resolution team has diligently worked on this matter. They have informed me that they offered the customer a ********************** and sent an e-gift card for the purchase of a mini fridge until delivery of the refrigerator. However, it seems that the customer ended up cancelling the new order for the refrigerator and didn't respond when they tried to inquire about the reason.With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers'patronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 08/29/2023
I was told after the last failed delivery to cancel my order and they would reorder which apparently never happened. Home Depot did provide a $250 gift card for a mini fridge. I spoke with ****** from Home Depot on 18 Aug and she said she would look into the issue and call me back on Monday the 21st. I work at nights and missed her call then i returned her call the 22nd and left her another message, the same thing happened the 23rd and i have not heard anything back from them. We have been waiting on this refrigerator since 13 Jun and did not get any indication they were capable providing us the item in a timely manner so went with another vendor and got the product in two days. I would like this issue to remain open to see how Home Depot corrects the issue.Business Response
Date: 10/04/2023
October 04, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: ******************************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our dedicated online resolution team has diligently worked on this matter. They have informed me that they offered the customer a ********************** and sent an e-gift card for the purchase of a mini fridge until delivery of the refrigerator. However, it seems that the customer ended up cancelling the new order for the refrigerator and didn't respond when they tried to inquire about the reason. Upon further collaboration with the online team, they informed me that the customer has been fully refunded. When they reached out to the customer again, he confirmed that he decided to purchase a new refrigerator from another source.With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
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