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
- 11,888 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:08/19/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
7/15/2023 bought a generator for my grandpa for his bday arrived to me 7/20/2023 my grandpa passed away before it could be given to him, took unopened generator to store 8/19/2023 for a refund to my card was told by employee and manager no refund it was after the 30 days tried explaining that item did not even get to me for another 5 or 6 days after ordering, so no it wasn't after the 30 days was told no that I would be given a store credit only. Got home called customer ********************** and was told that there was nothing that they could do only store manager could make the call, and nothing could be done. Just want money put back in account
Business Response
Date: 08/22/2023
August 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *****************************/BBB Case #: 20495111
Dear **************:
We acknowledge the receipt of the BBB Case #: 20495111.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Executive Online Executive Team. At the conclusion of the review the customer received a refund on August 19, 2023.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
** Case #: ********Customer Answer
Date: 08/22/2023
Complaint: 20495111
I am rejecting this response because Nothing was resolved. Whoever that was that Called me at 7am on Sunday morning did nothing to help matters and only stated the company line that we can do nothing to help you. I was issued a ****** cent store credit card that can only be used at home depot, I wanted the money refunded to my original card, so I do not get my money back, I GET MONEY TO SPEND ONLY AT hd. Have been a customer and card holder for about twenty years loyal to this chain and drive right by ***** to get to my local store only to be ripped off again, also had ordered a freezer from them only to never get a call or any kind of notification. Sad to think how many times I've gone to my local store only to be ripped off. Not very long ago bought a bareroot tree that never grew and went back and was told too bad we won't refund your money and we have no more of them, constantly treated like a second class citizen and you can never get any help at this store, and managers and desk employees are rude and stupid. So, getting ripped off is company policy and I should have stopped shopping here long ago, thanks thieves enjoy the rip off.by the way went and purchased freezer from LOWES. The person I talked to about the complaint said that store manager should have issued the money back to card.
Sincerely,
*****************************Business Response
Date: 08/25/2023
August 25, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************** Rebuttal/ BBB Case # ********
Dear ******,
We acknowledge the receipt of ********************* rebuttal to BBB Case ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their refund.
The Online Executive Escalations Team contacted the customer on yesterday, August 24th via email. They deactivated the customers gift card and submitted a manual credit request. The amount of $499.18 will be credited to the customers original form of payment within **** business days.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
**********************;
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
** Case #: ********Customer Answer
Date: 08/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:08/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 19, 2023 I made a purchase at the Home Depot ********************************************************. During my time at the store I consumed a food and drink item. I paid for all other items but truly and genuinely forgot to pay the less than $10 worth of food because I exchanged my carrying cart from one of your Home Depot buckets to a shopping cart. I was in a very aggressive matter and discriminatory approached by a Home Depot employee advising me to visit the back of the store. Truly i felt like I was being treated like some type of criminal. The individuals wanted me to admit to knowingly, taking an item when that was not the case I explain to them that I truly and genuinely just simply forgot and offered to pay for the items, the initial purchase that I made minus the food items was over $100 dollars. Plus, as a Home Depot customer with a Home ********************** account Ive made thousands of dollars worth of purchases. I did not consent to signing the documents, and the individual threaten me by calling law-enforcement. When the documents were presented to me, I crossed out several of the items I did not agree with, and returned it back to the individual. He finally allowed me to leave, but informed me that I was prevented from visiting any Home Depot for a period of three years, which I found extremely absurd. Its extremely disheartening being a customer for such a long time and honestly and genuinely just simply forgetting to pay for a soft drink and being treated like a criminal. Do you watch the news? Can you see individuals looting and stealing left and right and nothing happens to those criminals yet a hard-working, honest person makes a genuine mistake for an item thats less than $10 and hes treated like a criminal and informed that he cant visit the store for three years. How does that seem right.Business Response
Date: 09/25/2023
September 25, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ******************* / BBB Case # ********:
Dear ****************:
We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We partnered with the Store Manager as well as the Asset Protection Manager, who reviewed the video footage regarding the incident. It's been determined that the Loss Prevention Team followed all required steps, and the Asset Protection Manager will contact the customer to further review the situation. The customer also voluntarily signed a statement and trespass notice based on observations of their behavior in store. The signed trespass notice prohibits the customer from any Home ********************** owned or maintained property until the notice expires or the customer receives written permission otherwise.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33589993Initial Complaint
Date:08/19/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
HD was scheduled to install a washer and dryer and pedestal. Day of delivery the company called and said they only had one pedestal but could connect to washer and then hook other to dryer when it comes in. Installers came and refused to install one pedestal without the other. I returned the one. I called HD the next morning and was told installing after is not an issue and they could reorder and have them installed. They came back today to install and said they cant because the washer is installed. If they do it will break the washer. HD was on the phone and offered no solutions. I was out of luck. Had I not been told something different by everyone I talked to this would never have happened. I now have a washer with no pedestal. I want a new washer with pedestal or this one installed with out breaking the Brand new washer. I dont think this is too much to ask since this situation was caused by HD or someone that represent me them all saying something different. Please help!!Business Response
Date: 08/21/2023
August 21, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *************************** / BBB Case # ********:
Dear ****************:
We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer regarding their complaint. The customer advised the pedestals were refused, due to the delivery team not being able to install them. A new order was placed for the pedestals, and we also provided a markdown to go towards the installation cost. We advised the customer that the ********************** will be applied within 3-5 business days.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33589994Customer Answer
Date: 08/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:08/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order of tiles on Home Depot website on July 29. It came to the store damaged twice. At the second time, someone at the store named ***** placed the third order for me without even asking me whether I want to reorder it or not. I called the store and store manager told me it is because you will be on vacation from Aug 22. So she placed the re order for you. But the third order happened on Aug 18, four days before my vacation. Now what they can do is to send requests for cancellation and I cannot get my money back. Who actually gave ***** the authorization to place the order even before asking the clients?? The store manager was trying to cover it up and blamed me for the vacation time. I am super disappointed that how the store trained the employees and how they treated the customers.Business Response
Date: 08/22/2023
August 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************RE: Na Zhao/ BBB Case #: 20494628
Dear **************:
We acknowledge the receipt of the BBB Case #: 20494628.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with Executive Online Executive Team. At the conclusion of the review the customers order was canceled, per the customers request.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter-Executive EscalationsInitial Complaint
Date:08/19/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Im reaching out with feedback and outstanding billing issues that need to be addressed with a recent project.1. Completely inefficient, time-consuming process to get quotes.?Theres no reason why getting a quote should have to require a customer to pick up the phone and wait while someone punches in a bunch of selections. Theres technology available that would allow this to be done more efficiently in 2-3 minutes.?2. Completely unreachable flooring team.This team does not answer their phones. 24 phone calls week before, during and after installation and not one person picked up the phone.?3. Average rated installation company with known issues.?Core reason for working with Home Depot is I expected highly qualified installation team. Issues include poor communication leading up to the project, limited English/language barriers during the installation process, unprepared contractor, etc.?4. Billing issues that still are not resolved.?Ive written multiple emails and have requested on multiple phone calls to have my bill updated to reflect services that were not done (total of approx. $1,000), but have yet to get an update.??Refund $349.25 ?Install of manufacturer approved underlayment (Installer provides underlayment)NOTE: Contractor stated this wasn't needed. Vinyl sheeting was glued directly to floor.??Refund $90.00 ?Remove and Replace Appliances (Installer does not disconnect/reconnect any gas or water)?Refrigerator in Kitchen;?Gas Stove w/ shutoff in Kitchen ?NOTE: Refrigerator moved, but reimbursement for towels used as floor protection. Gas stove not moved.??Refund $140.62?Primed Pine Quarter Round 11/16" x 11/16" WM106 (In-Stock) (620-008)?NOTE: Misunderstood what this was referring to and said it wasn't needed. Would like the contractorto come back to install (if possible now that flooring has been laid).??Adjust$207.41?Remove kitchen and dining room floors.?NOTE: Refund needed for dining room portion.Business Response
Date: 09/18/2023
September 18, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ******************************* / BBB Case # ********:
Dear ****************:
We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We contacted the customer regarding their flooring ****************** and they stated that some services were not completed however they were still charged for them. After confirming the billing adjustment with the customer, the Store Team and District Manager advised that the services will be refunded via certified check. We will follow up with the customer to ensure the check was received.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33586847Customer Answer
Date: 09/25/2023
Complaint: 20494423
I am rejecting this response because: There are still issues with the Home Depot store completing the refund transaction. I was told by a store manager (*****) that I would need to come back into the store with original form of payment/credit card and speak with customer ********************** to have the refund processed. I was told a note was left on my account, so there should be no issues. I arrived at the store and customer ********************** said they couldn't help and directed me to the team in the flooring section. Spoke with this team and this team also was unsure what was needed after reading notes. After calls were made to 'higher people' I was told that a refund would not be issued in store. Instead, should receive a check in approximately two weeks.The store is honestly a mess. I can't speak to other departments, but there is an ongoing sense of complete confusion in flooring with anything that requires coordination between teams or any kind of planning for customer projects. Phones are left ringing (called 20+ times over an 8-hour period and even had store teams call as well with no answer), situations where you have two people with the same job function helping a customer when other people are waiting, etc.
As much as I'd like to trust that a check will be delivered in two weeks, I don't feel comfortable closing this until it's received.
Sincerely,
*******************************Business Response
Date: 10/06/2023
October 6, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ******************************* / BBB Case # ********:
Dear ****************:
We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We contacted the customer regarding their flooring ****************** and they stated that some services were not completed however they were still charged for them. After confirming the billing adjustment with the customer, the Store Team and District Manager advised that the services will be refunded via certified check. As previously stated, we will follow up with the customer to ensure the check was received. We will keep our case open until the customer confirms the check was received.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33586847Customer Answer
Date: 10/12/2023
Complaint: 20494423
I am rejecting this response because: Keeping this open until I get refund from the local Home Depot store. Believe starting this weekend, we'll be beyond the timeframe I was told to expect a check in the mail. Can confirm this weekend though.
Sincerely,
*******************************Business Response
Date: 11/01/2023
November 1, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ******************************* / BBB Case # ********:
Dear ****************:
We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We contacted the customer regarding their flooring ****************** and they stated that some services were not completed however they were still charged for them. After confirming the billing adjustment with the customer, the Store Team and District Manager advised that the services will be refunded via certified check. As previously stated, we will follow up with the customer to ensure the check was received. We will keep our case open until the customer confirms the check was received.
With that being said, The Home Depot is actively working with the Store Team to ensure the check is received as soon as possible. An update will be provided once the customer confirms receipt.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33586847Customer Answer
Date: 11/02/2023
Complaint: 20494423
I am rejecting this response because: Will close case once refund from Store Team for work not completed is received.
Sincerely,
*******************************Business Response
Date: 11/10/2023
November 10, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ******************************* / BBB Case # ********:
Dear ****************:
We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We contacted the customer regarding their flooring ****************** and they stated that some services were not completed however they were still charged for them. After confirming the billing adjustment with the customer, the Store Team and District Manager advised that the services will be refunded via certified check, as well as to the customer's original form of payment. The customer confirmed on 11/10 that the refund was successfully received.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33586847Customer Answer
Date: 11/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************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,
***************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.