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:08/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Saturday July 29, 2023 I went to Home Depot to purchase a washer machine and dryer. I was assisted by the customer representative ******. I was told by ****** that my ** Washer machine and dryer was stocked at the warehouse. I decided to purchase the ** Washer machine and dryer. ****** told me that the ** washer machine and dryer will arrive at my house on Wednesday August 2, 2023. I received a text that my delivery date was pushed back to Friday August 4, 2023. I never received a text or email about the time that my Washer machine and dryer will arrive at my residence. I called the appliance hotline to see what happened to my washer machine and dryer I was told that the appliances were not put on the delivery truck. This made me frustrated since I needed my appliances right away, I suffered a flood in my basement on July 9, 2023. As a result I asked for a refund on Saturday August 5, ******************** ****************. I didn't received my refund yet or an apology, This will be my first and last time I do business with The Home Depot not only was my time wasted I was not given the respect that a customer should be given,
Business Response
Date: 09/21/2023
September 21st, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************** /BBB Complaint #********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Support Team has provided support to **************. The team coordinated the refund process with the store to ensure the customer refund would be processed quickly.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot ************** Executive Escalations Team
Case: ********Initial Complaint
Date:08/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I AM A REGULAR CUSTOMER FOR THE **********************, ONLINE AND IN THE STORE, BUT THIS SPECIFIC COMPLAINT GOES FOR 2 ONLINE PURCHACES, THAT I HAVE BEEN TRYING TO RETURN. THE ONLINE CUSTOMER ********************** SAID I HAD TO GO TO THE STORE TO DO THE RETURN, I WAS UNABLE TO GO RIGHT AWAY TO THE STORE AND THEN THEY SAID MORE THAN 30 DAYS PASSED, WICH PASSED BECAUSE I WAS INTRUCTED TO GO TO THE STORE EVEN IF I WAS TRYING TO RETURNED BEFORE THE 30 DAYS,Business Response
Date: 08/24/2023
August 24, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta,****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: Argenis Moa /BBB Complaint#: 20500123
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team reviewed the customers order and contacted the customer via telephone on 8/21/2023. The customer requested returns for two orders, and the online team arranged carrier pickups for both. On Wednesday,8/23/2023, the customer confirmed the pickup of both orders via email. Home Depot emailed the customer to confirm both refunds. The customer should receive refund *********************** within 3-5 business days, depending on their banks processing schedule.
Should the customer require additional assistance with this matter, please recommend they contact the online agent who managed their case, ********, at ***********************.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Phone: ********************
Fax: ************
Reference # ********Initial Complaint
Date:08/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In June 2023, I purchased decking materials from the Home Depot. My contractor worked with ******* at the Home Depot located in ***** ** to order the materials needed for the project. The purchase order # is H2562-263196. The contractor was instructed to leave the overage so we may return them to the store for a refund. We took everything back to the nearest store which was in Columbia ** in July. The Columbia store was initially unable to refund the materials because the ***** store had not released to order. It showed $900+ still owed on the order which was puzzling because I made the purchase on my credit card for the full amount. The two stores worked together to remove the $900+ and release the order. Everything was refunded except the ten 20 foot Trex boards. ******* would not allow a refund on the boards. We were told only the Bowie store could issue the refund since it was purchased from that store. The Columbia store was kind enough to hold the items until this was resolved. ******* noted in the order that the boards could not be refunded since they were a special order which made no sense since Home Depot does allow returns on special orders. No one could explain why she refused the order. We called corporate and they stated they could not override the manager but still no one could explain why the items could not be returned. Home Depot policy allows special items to be returned with the possibility of a restocking fee. As of today, ******* has not taken nor returned our calls. I am requesting corporate to investigate and audit our complete order, refund the amount due for the boards that are STILL in the possession of the Columbia store. No where on my receipt does it show that the boards were not refundable. It appears that no one in either store understood why the boards were not being refunded besides *******. This really raises a brow about the known history between ******* and my contractor. Corporate has had complaints about them previously.Business Response
Date: 08/24/2023
August 24, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta,****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************* /BBB Complaint#: 20499516
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint, the Executive Escalations team partnered with the Bowie Home Depot leadership for a resolution. After reviewing the order and confirming the (10) Trex Boards were in the Columbia store, Home Depot initiated a full refund. Due to previous refunds on the order, the system would not allow an automatic refund for the (10) Trex Boards. The customer must visit the Bowie Home ********************** to complete their refund on the stores register system. The Home Depot communicated an update regarding the refund and the need to revisit the store to the customer via email on Wednesday, 8/23/2023.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please feel free to contact me.
Sincerely,
********************
Executive Escalations
Phone: ********************
Fax: ************
Reference # ********Customer Answer
Date: 08/31/2023
The business provided a full refund but has yet to perform an audit on the order. There were refunds made on the order that I did not make. I was informed that items can be returned to a credit card of choice which is surprising. The sales associated provided me with a list of refunds. I ask to speak to the store manager, ***, but he has yet to return my call. I would like to know to whom the refunds were made? And Home Depot is liable to these refunds as well as the person who received them on items I purchased.Business Response
Date: 09/05/2023
September 5, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta,****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************* / BBB Complaint#: 20499516
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint, the Executive Escalations team partnered with the Bowie Home Depot leadership for a resolution. After reviewing the order and confirming the (10) Trex Boards were in the Columbia store, Home Depot initiated a full refund. Due to previous refunds on the order, the system would not allow an automatic refund for the (10) Trex Boards. The customer must visit the Bowie Home ********************** to complete their refund on the stores register system. The ********* communicated an update regarding the refund and the need to revisit the store to the customer via email on Wednesday, 8/23/2023.
UPDATE: As stated, Home Depot initiated a full refund for the (10) Trex Boards on 8/23/2023 and advised the customer to return to the store at their convenience to complete the refund process. Home Depot completed the refund on Monday, 8/28/2023; the customers Home Depot credit account should reflect this credit within 3-5 business days that followed. Regarding the customers request for an audit, the system shows (4) refunds processed to the order in question: (2) refunds were processed to the customers Home Depot credit account on 7/29/2023 and 8/28/2023; the other (2) were cash and processed on the same date/time as the credit refunds. As the customer had to be present in-store to receive the 8/28/2023 credit refund, they should have been present to receive the cash refund; both were processed at the same time/same register. Additionally, the order is registered under a renovation company with the contractors name, so it is possible the refunds were completed with the customers contractor.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please feel free to contact me.
Sincerely,
********************
Executive Escalations
Phone: ********************
Fax: ************
Reference # ********Customer Answer
Date: 09/07/2023
Complaint: 20499516
I am rejecting this response because: cash refunds were not initiated by me. Please provide full details for each refund to include items and amount refunded. Please send to either my mailing or email address. This is really disturbing and I feel like the contractor and your employee ***** are behind this activity. It was brought to my attention that the two of them had complaints when she worked at the ********* store. This is really disturbing.
Sincerely,
*******************************Business Response
Date: 09/13/2023
September 13, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************* / BBB Complaint#: 20499516
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint, the Executive Escalations team partnered with the Bowie Home Depot leadership for a resolution. After reviewing the order and confirming the (10) Trex Boards were in the Columbia store, Home Depot initiated a full refund. Due to previous refunds on the order, the system would not allow an automatic refund for the (10) Trex Boards. The customer must visit the Bowie Home ********************** to complete their refund on the stores register system.The ********* communicated an update regarding the refund and the need to revisit the store to the customer via email on Wednesday, 8/23/2023.
As stated, Home Depot initiated a full refund for the (10) Trex Boards on 8/23/2023 and advised the customer to return to the store at their convenience to complete the refund process. Home Depot completed the refund on Monday, 8/28/2023; the customers Home Depot credit account should reflect this credit within 3-5 business days that followed. Regarding the customers request for an audit, the system shows (4) refunds processed to the order in question: (2) refunds were processed to the customers Home Depot credit account on 7/29/2023 and 8/28/2023; the other (2) were cash and processed on the same date/time as the credit refunds. As the customer had to be present in-store to receive the 8/28/2023 credit refund, they should have been present to receive the cash refund; both were processed at the same time/same register. Additionally, the order is registered under a renovation company with the contractors name, so it is possible the refunds were completed with the customers contractor.
UPDATE: As stated, Home Depot provided a full refund for the (10) Trex Boards as requested. A screenshot of the payment history of this order is attached for review. If there are any returns the customer did not initiate, they will need to speak with their contractor. Per policy, the person registered on the order, ***********************, has every liberty to return items associated with the order, and all returns are credited to the original payment method.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please feel free to contact me.
Sincerely,
********************
Executive Escalations
Phone: ********************
Fax: ************
Reference # ********Initial Complaint
Date:08/20/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased over $2,000 in Husky toolboxes, but Ive had lots of issues. I purchased a Husky toolbox at my local store. I proceeded to ask them if they had any attachments for it when I purchased it, so they told me about the hutch and side lockers. A few days later I ordered a hutch and two side lockers as well. Once everything showed up I tried to assemble it. Turns out the box I had was not the right size for the attachments, so I had to return it. They told me which box I needed, the ONLY box that fit the side lockers and hutch. I tried to order it, but it is not available in any Home Depot warehouse. Now why are you selling hutches and side lockers when you dont even have the toolbox theyre made for in stock. I drive over 250 miles and went to 4 stores that claimed they had one. The one store I finally got to that had one was *******, **, but after unboxing the toolbox, I found out that it was hit with a forklift. They only offered me $100 off discount for a toolbox with a fork hole and busted welds. I almost took it because this is the only toolbox of the model I need thats available within 500 miles of me. After talking to a manager they showed me that the same box was available, but in white, and this was my only option, so I ordered it. It arrived without damage, but I had to help the Home Depot employees uncreate it for 20 minutes because they are not trained in this, and theres no unboxing procedures. After that I took it home and started to assemble the hutch. The lower drawer portion of the hutch is not made correctly, and theres no rivnuts installed. I had to go buy a rivnut tool and rivnuts just to finish the assembly. Im out fuel for 250 miles of driving, 15 hours of wasted time, and $100 in tools and parts. I now have a toolbox that doesnt match and thats frustrating after spending that much money. Attached photos show the mismatched colors, & missing rivnuts before, and after I added them. Step 3 on the install manual is part marked as CC.Business Response
Date: 08/24/2023
August 24, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
RE:******** ******* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolution team contacted the customer to further assist. The customer was offered a post- sale markdown, with a total of $400.00. The customer has agreed and accepted the offer.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office:***********************
Reference Number: ********Customer Answer
Date: 08/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *******Initial Complaint
Date:08/20/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 5th, 2023, I ordered an item worth $126.78 on homedepot.com. The payment method was made through PayPal using DICOVER. I requested Home Depot to cancel this order over the phone, but Home Depot disregarded this and reached out to me twice to pick up my order. On May 5th, I received a notice that I had picked up and completed my order. I called Home Depot many times and they claimed they had a recording of me picking up my order even though I was never there that day. I filed a dispute with my bank (DISCOVER), however Home Depot immediately provided a false pickup confirmation with a statement to DISCOVER, claiming that I had picked up my order, therefore reversing $126.78 to Home Depot. I went to Home Depot on May 22, to verify that I didnt pick up my order. The store manager confirmed that had I never appeared to pick it up and promised me a refund of $126.78 in 5 business days, assuring me that $126.78 worth of credit will be posted on PayPal. Ive been waiting for over 90 days, and Home Depot has yet to refund $126.78. I reported to Home Depot that I have not received a refund many times, but Home Depot has repeatedly neglected to take responsibility. Due to the false evidence provided, they have ruled the dispute in Home Depots favor, and found the transaction to be valid. I contacted DISCOVER and PayPal regarding my dispute, however DICOVER and PayPal are not accepting the refunded receipt from Home Depot. Again, neither my PayPal and DISCOVER account have received $126.78 from Home Depot. I am writing this to file a complaint against Home Depot for providing false claims and fabricating evidence to refuse to refund $126.78 to my account as promised. Ive attached Home Depots refund receipt, DISCOVER Card dispute letter, and PayPals reply. Home Depot Order# WP63325920 PayPal Dispute Case ID: ****************** DISCOVER Case: 016870290B I can be reached at ************, Sincerely,*************************Business Response
Date: 09/05/2023
September 5, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
**************************************************************************************************
RE: ************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding an online order placed with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot online support team has confirmed that the customer was refunded for the item.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 09/08/2023
Complaint: 20496132
I am rejecting this response because DISCOVER refused to give me my refund despite the refund receipt I have given as proof to them. Ive never received my refund of $126.78 because of the chargeback on my dispute. *** contacted PayPal, but they said that nothing can be done with my refund because DISCOVER was in charge of this dispute. Ive called, written letters with documentation (refund receipt), and uploaded documentation to DISCOVER Resolved Disputes site, yet they refused to give me the refund and instead had me contact PayPal for my refund. Home Depot essentially provided a false statement which is the root cause of problem. Therefore DISCOVER charged back the temporary credit on my dispute.
Sincerely,
*************************Business Response
Date: 09/15/2023
September 15, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
**************************************************************************************************
RE: ************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding an online order placed with The Home Depot.
As previously stated, the Home Depot online support team has confirmed that the customer was refunded for the item. We are unable to process an additional refund.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 09/18/2023
Complaint: 20496132
I am rejecting this response because: I have not receive my refund, because Home Depot provided a false pickup confirmation and a false Order Release Receipt Lookup on May 16 to my **************) in this transaction, my bank refused give me refund. Home Depot should provide accurate and truthful directly to my bank resolve the Chargeback on this transaction.
Sincerely,
*************************Customer Answer
Date: 11/17/2023
I am a victim of fraud by the Home Depot, the Home Depot is misleading me. Even though BBB stated that I was refunded for the item already, I have yet to see any action on my end. I am writing to provide an update on Complaint ID # ******** - **********************. Home Depot made the statement was once again false on September 5, 2023 and September 15, 2023, they did not send approval or provide any detail on the transaction of date and who it was refund it to (PayPal or DISCOVER). In addition, the amount was refunded without any confirmation number. I did not know the statement was false until I found out from PayPay Global Customer Complaint & Advocacy ********************* Complaint ID # ********* on September 21, 2023 that indicated that Home Depot has issued me a receipt for a refund, but has not issued a refund to PayPal. I also found out from Executive Office of Customer Advocacy ********************* Complaint ID # ********* from DISCOVER on September 21 2023, that there was no credit that had been issued to my account from Home ********************** and PayPal. Because Home Depot had previously provided a false pickup confirmation with the statement to DISCOVER a chargeback of $126.78 was placed on my DISCOVER account, seemingly blocking the transaction as they had ruled the case in Home Depots favor despite promises of a refund on Home Depots end. DISCOVER has also confirmed that Home Depot has not returned my refund to my account. Home ********************** owes me my refund and they must issue me the refund of $126.78. I can be reached at ************, Sincerely, *************************Business Response
Date: 12/20/2023
December 20, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding an online order placed with The Home Depot.
As previously stated, the Home Depot online support team has confirmed that the customer was refunded for the item. We are unable to process an additional refund.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 33599806Customer Answer
Date: 12/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But I have worked so hard and spend a lot time with Home Depot, PayPal, DISCOVER and BBB to get my refund. In the last few months I have written many emails and made many calls. I am afraid to buy any product from Home Depot in the future due to Home Depot's false claim to my account.
Sincerely,
*************************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,
***********************
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