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.
- 3,461 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have paid home depot well over $20,000 for home remodeling projects like floors carpet and countertops just to name a few, after the work was done there was left over materials that were good to return so I went to do just that come to find out there was work that was not done that I paid for in full and for the last 3 weeks the date was July 30th was when I went into get a refund, they would not or refund me for the work that wasnt done and they keep telling me it is an IT issue and would be fixed by Tuesday well that came and went and I called and got a new date 2 more times I called again to see if the issue had been resolved and they gave me another date of august 24th I told them that will be almost a month since I started this process and that they had 1 day to figure it out I have been patient enough and that I would file a bbb complaint if I was not contacted by noon today 8-19-23 the manager said I would have it fixed today and I will receive a call by 10 am. Well its 330 pm I have not been contacted my money has not been refunded we agreed on a deadline and it was not fulfilled. I just want my refund paid in full preferably cash because thats the fastest way to resolve this Home Depot knows they owe me money and will not pay it, if needed I can provide a receipt Home Depot can provide those also as its all digital and the workers home depot contracted out. Thank you, ***********************
Business Response
Date: 08/24/2023
August 24, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta,****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************** /BBB Complaint#: 20492724
Dear **************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint, the Executive Escalations team partnered with the Tumwater Home Depot leadership for a resolution. The Store Manager acknowledged the IT issue, and rather than wait for the issue to be re-escalated, Home Depot provided the refund owed via mail check. The customer explained they would need to return some additional items; Home Depot advised that until the IT resolves the issue, they may experience a delay receiving refunds, as their order shows a balance due. Home Depot communicated this resolution with the customer via telephone and reiterated it via email on Wednesday, 8/23/2023.
With that said, we have addressed the customers concern and will continue to monitor this matter until we consider it resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please feel free to contact me.
Sincerely,
********************
Executive Escalations
Phone: ********************
Fax: ************
Reference # ********Customer Answer
Date: 08/28/2023
Complaint: 20492724
I am rejecting this response because:I have not received my check yet so I am not able to accept this as resolved, however upon receiving my check I will then accept this issue as resolved but not a moment sooner.
Sincerely,
***********************Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I want to officially file a formal complaint against Home Depot and ****, who apparently is their HR or hiring manager. Everything I have written above is the truth and nothing but the truth. I have also expressed my concern over this situation to family members and friends who can attest to my experience and honesty.WHAT IS WRONG WITH THIS SITUATION?1.The position I applied for didnt actually exist for outside employees and he told me that in person. They hired me for another position that they wanted and I was willing to come in and talk about it, with the hope that down the road after working there I could get into the design department. Why do they advertise a job that does not actually exist? 2.I was asked about my availability which I said was flexible Monday through Saturday all day and night and because I was not available on Sunday, this apparently was a deal-breaker but this was NOT communicated to me over the phone or in an email ahead of time. Do they do this because no one will come in for an interview?3.I was THREATENED with POLICE action from him because I chose to leave an interview that I felt was hostile, discriminatory and threatening. WHY would I be threatened with police action because I chose to leave an uncomfortable situation?Business Response
Date: 08/21/2023
August 21, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************** / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots associate relations and human resource department will review the applicants concerns and will be in direct contact with her.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 08/21/2023
Complaint: 20492310
I am rejecting this response because:Your document says this is in regards to REPAIR ISSUES.
THIS IS NOT A PRODUCT REVIEW!
THIS IS A HARRASSMENT ISSUE BY ONE OF YOUR EMPLOYEES,. PLEASE CORRECT THIS STATEMENT AND BE SURE TO LET ME KNOW WHEN THIS PERSON WILL BE FIRED!
Sincerely,
***************************Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were quoted a price of $30,576.52 for a window job. This job was on two different homes in the same town that I owned. The agreement was made on August 23, 2022. That night we made a down payment of $8993.10. The first house windows were installed Nov. 11, 2022, we were charged $12,752.50. The final job was finally completed July 19, 2023 (almost a full year later). Then they charged my card $13,266 and change. These amounts do not add up to the quote.Business Response
Date: 08/31/2023
August 31, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* / BBB Case #: 20492616
Dear *************:
We acknowledge the receipt of the BBB Case #: 20492616.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following update. The window installation promotion communicated to the customer was 10% off in which the customer received. *************************** signed a contact on August 23, 2022, which included the final installation price. The customer signed the Certificate of Completion for the (2) units on November 9, 2022, and July 19, 2023. The Area Install Specialist, ************************* explained the customers pricing in detail on August 24, 2023, due to the customers recent pricing inquiry.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
**********************;
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: 33438073Customer Answer
Date: 09/07/2023
Complaint: 20492616
I am rejecting this response because I have attached the quote that was given to us by the sales lady the evening of 08/23/2022. The quote was for 15% off not 10%. She supposedly called her boss to get us the extra percentage off, if she din't then she lied to us. We were also never in receipt of the supposed contract as we only had 3 days to rescind the contract. If we had it we would have never moved forward. We were told we only signed to make the down payment for the jobs, that took almost a year to complete. My husband only signed the paperwork on July 19th to verify the job was completed. He told the install man that wasn't the correct price and he stated we would receive a credit. My conversation with mister ************** asked him to be honest and tell me if he was shown that paperwork competed by ************************* what price would you think the windows were going to be and he would not answer because he knew what price we were quoted. My husband, myself, and my mother we all there and heard the price she quoted us and the call she said she made to her boss and he says she never made that call. The quote on the paper is clearly the lowest price and it is exactly 15% off the price of the two project together. We were gone for a week so the late response I hope is in time. Thank You!!
Sincerely,
*************************Business Response
Date: 09/14/2023
September 14, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* Rebuttal/ BBB Case #: 20492616
Dear *************:
We acknowledge the receipt of the BBB Rebuttal Case #:20492616.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following update. As previously stated, the window installation promotion communicated to the customer was 10% off in which the customer received. *************************** signed a contact on August 23, 2022, which included the final installation price. The customer signed the Certificate of Completion for the installation of (2) units on November 9, 2022, and July 19,2023. The Area Install Specialist,************************* explained the customers pricing in detail on August 24, 2023,due to the customers recent inquiry. The quote that the customer is referring in the rebuttal is a handwritten document with numbers on a piece of paper and not a legal document and/or contract.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 09/15/2023
Complaint: 20492616
I am rejecting this response because: Mr. ************************* or ***************************** one to them is not being truthful. Yes it is a hand written quote and I understand that. They can consider it closed however ***************************** was told by me that if I didn't get the 15% off (because I ordered 18 windows) I wasn't going to do the deal. She then said she was calling her boss (*************************) he then approved the larger percentage off. Later when I spoke with **************** he said she never called him. So one of them is not telling the truth. We trusted ***** and was told we were signing for the down payment. We were never in receipt of the contract until a year later when we complained about the charges. During the conversation with **************** he said the same thing he has told me in the past that we signed a contract and I told him we were not aware or in possession of any contract. I also asked him to meet me half way and he refused. So they are not concerned about a valued customer at all. I don't trust any of them any longer since we were deceived. I know I will end up paying them the higher price but I am morally right on this one. If they chose to not uphold their word that is unethical and deceitful in my option. I would have settled this matter for half but they would't budge. As previously stated I asked **************** if he looked at the piece of paper with *****;'s quote on it to tell me what price he thought we were paying as most would say it was the lowest price on the sheet. He would not answer my question because he knew he was wrong. ***** may have made a mistake but why should I pay for hen inept work. I have been totally honest with them however they have not been the same.
Sincerely,
*************************Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered window installation from my local branch of Home Sepot (in Bedford-Stuyvesant, Brooklyn). According to Home Depots installation measurement services, it was ************ in total for two rooms. When Home Depot called me to schedule the installation during mid June, they told me three out of the ************ never came. They told me they would call me for any updates before the installation. When I called back to ask about the status of the windows, no one picked the phones from the number they gave me. The installation happened as scheduled on July 29, 2023. The missing three windows never came during the installation. The installer couldnt tell me the status of the missing windows, and the installation was not completed. Only two out of the ************ were installed. Ive been calling Home Depot for several times to cancel the remaining of my order. Each time, it either went unanswered or to a dispatcher who told me the local installation service managers, *********************** or ******, would call me back. I did not receive any call back despite my multiple attempts. When I finally reached out to ******, one of the local managers, he refused to cancel my order. When I asked him this was according to what part of the contract, he failed to answer. He then told me he would call me back and hung up the phone. I never received a call back. When I tried again, it went directly to voicemail. Up till this date, I still cannot cancel my order. The Home Depot installation service just kept avoiding my inquiries.Business Response
Date: 09/07/2023
September 7, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************
RE: ***************** / BBB Case # ********:
Dear ****************:
We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with the Installation Team, who attempted to contact the customer regarding their cancellation. We've reached out to the customer via phone and email on 8/29, 9/1, and 9/5 but have not received a response. The Installation Manager advised that we'd be more than happy to process the cancellation request once a response is received.
With that being said, The Home Depot considers this matter closed due to lack of response.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33583284Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
06-12-2023 I purchased windows for my home costing $8,302.23 from **** a consultant for Home Deport. I was told that I would receive 24 months of free interest. I bill was serviced through ********** When I got the bill from Citibank if stated approximately $1900 at 24 month % and the balance as 12 months interest. i called several time to **** who never returned my call. Then I called home depot and spoke to ******* his boss , he stated he would take care of the problem. I waited several weeks and nothing changed. Again I called home depot customer ********************** but to no avail. I have made several complaints to home depot since then. Finally **** called me back from his cell phone last week and complained about his boss not taking care of the issue even though it was his mistake when he sold me the window. He stated that he would call Citibank and change my windows to 24 months no interest. He called back again and said he had spoken to Citibank and they would change in 7 to 10 days. I checked my Citibank card balance and discovered they change the $1900 to 12 months interest free and the balance of the bill remained at 12 months % free. I again called **** and left him a message and then I made a complaint through the corporate office.When I applied for my credit card at the Home Depot store in *********, **, they told me that I would qualify for ************************************************************************************************************ both. I want what I was promised.Business Response
Date: 08/29/2023
August 29, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***************************** / BBB Case # ********
Dear **************:
We acknowledge the receipt of BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (South Dakota), NA, is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. After the review and investigation by ********, ***************************** will receive a response directly from them.
Please know it is The Home Depots goal to satisfy all of our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33583294Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date: July 7, 2023 $17,000.00 Job: purchase and installation of countertops and kitchen island Issue 1: edges and corners do not match Issue 2: fraudulently modifying invoices and waiver Issue has NOT been resolved. The countertops have not been fix and they refuse to give me a refund for the backsplash which the contractor did not have enough material to finish the job. No proper description was provided of the job.Business Response
Date: 09/13/2023
September 13, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***************************/ BBB Case #: 20490701
Dear *************:
We acknowledge the receipt of the BBB Case #: 20490701.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following update. We are currently under advisement for resolution with Home Depots Legal and Field Teams. The customer has been offered two options and we are currently awaiting a response from the customer regarding which option will suffice.
With that being said, this matter is still being monitored and in progress until completion of the installation.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
**********************;
The Home Depot
Resolution Expediter- Executive Escalations
Phone: *************************
Case #: ********Customer Answer
Date: 09/19/2023
Complaint: 20490701
I am rejecting this response because: I have received the offer from Home Depot. However, i have already sent them a itemized quote from Stone Restoration and Maintenance in the amount of $3,500. I have contacted two other local fabricators who have refused to take on the liability of the work needed. I have a received a VM from *********************** that Home Depot is reviewing the proposal. I am also told by the Stone Restoration that this job can not guarantee perfection and that everything from the kitchen cabinets will have to be removed as dust will fly everywhere. The Kitchen will have to be completely shut down during this time. Home Depot has made so many modifications to the original invoice that even they do not know the material that has been installed in my home. The mentioned in their letter that Silica dust is a safety hazards. FOR THE RECORD, I have natural stone (Quartzite, which is not made from Silica). They Mentioned i agreed to the edging and in NO circumstance did i ever agree to TWO DIFFERENT finishes, absolutely not. This is not a case of buyers remorse.Further, home depot has never acknowledge the WAIVER that was illegally modified to suit their needs. On August 21st i had a meeting with **** of ****'s Marble the contractor and he told me he was the one who crossed out the word "only" and added "& BS". He had no legal right to do this as i personally never signed off on the job.
Home Depot wants me to pay them $8,875.20 and they will reimburse me for 3rd party if i choose to use for the repairs. There is no way i will agree to this.
Home Deport Also offer to pay me $1,000 if i sign a settlement agreement and the answer is NO.
Bottom line is that i have countertops and an island and the finishes do not match.
Sincerely,
***************************Business Response
Date: 09/25/2023
September 25, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ********************** Rebuttal/ BBB Case #: 20490701
Dear *************:
We acknowledge the receipt of the rebuttal for BBB Case #: 20490701.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following update. As previously stated, the installation is currently under advisement for resolution with Home Depots Legal and Field Teams. The customer has been offered two options and we are currently awaiting a response from the customer regarding which option will suffice. The customer has provided (1) quote thus far and it is currently under review.
With that being said, this matter is still in progress until completion of the installation.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
**********************;
The Home Depot
Resolution Expediter- Executive Escalations
Phone: *************************
Case #: ********Customer Answer
Date: 11/02/2023
Complaint: 20490701
I am rejecting this response because:
I am told by the expert fabricators that the work may never look 100%. The work needs to be done in a shop. I have also stressed to Home Depot that I have another issue with white glue oozing out of the top of the sink. I clean it and it comes back, clean it again and back again.
this job was poorly done. Unethical conduct by subcontractor in forging documents is unacceptable. The countertops need to be removed and taken to a shop to be done correctly. I have spent $700 in a plumber and I dont think further work from a plumber should be my financial responsibility. Compensation of $4,500 is not enough. Photos are too big to upload to this document.
Sincerely,
***************************Business Response
Date: 11/06/2023
November 6, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ********************** Rebuttal/ BBB Case #: 20490701
Dear *************:
We acknowledge the receipt of the rebuttal for BBB Case #: 20490701.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following update. As previously stated, the installation was under advisement for resolution with Home Depots Legal and Field Teams. At the conclusion of the review the customer was sent a Final Denial Letter on October 19, 2023, due to the following:
Chargeback ID Nos. ******* and ******* were filed by the customer on August 3 and August 4, 2023, with **************** in connection with the credit card used for the purchase of the installation.Chargeback ID Nos. ******* in the amount of Eight Thousand Eight Hundred Seventy-Five Dollars and Twenty Cents ($8,875.20) and ******* in the amount of Eight Thousand One Hundred Twenty-Four Dollars and Eighty Cents ($8,124.80) (Chargeback Nos. ******* and *******) were awarded in the customers favor, and the customer received a full refund in the amount of Seventeen Thousand Dollars and Zero Cents ($17,000.00) related to the Installation.
The countertop edges are polished and there is a potential for the top and edges to not perfectly match.
The ooze is the caulk that was applied and not given enough time to dry prior to the customer using the sink. This is not a workmanship issue.
The backsplash issue is buyers remorse because we have record that the customer went to the fabricator, saw the stone, and saw it taped up showing how each piece would look. The stone picked had a lot of wavy shades in it, and the customer requested that they redo/retape. We also received an email from the customer approving it to the provider showing they would not move forward until the customer was satisfied with how it was taped. The counters were installed exactly as requested.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
**********************;
The Home Depot
Resolution Expediter- Executive Escalations
Phone: *************************
Case #: 33272058Customer Answer
Date: 11/14/2023
Complaint: 20490701
I am rejecting this response because:I was NOT awarded $17,000 in chargebacks from ****************. I actually had to reopen the dispute in the amount of $8124.80, yesterday, november 13, 2023.
The ooze caulk : i was never told in writing or verbally NOT to use the sink because the caulk needed to dry.
Regarding the backsplash : there was NOT enough material to finish the job, so i was given one of two options. The option i chose was not as discussed because of lack of material.
PLEASE see the **** detail on home depot's document that was sent to **************** on october 11, 2023. my countertops are round and the island is Edge.
Sincerely,
***************************Business Response
Date: 11/21/2023
November 21, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ********************** Rebuttal/ BBB Case #:20490701
Dear *************:
We acknowledge the receipt of the rebuttal for BBB Case #: 20490701.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following update. As previously stated, the installation was under advisement for resolution with Home Depots Legal and Field Teams. At the conclusion of the review the customer was sent a Final Denial Letter on October 19, 2023, due to the following:
The bank awarded the customer the disputed amounts through the credit card chargeback process on August 10, 2023. The customer stated she was rebilled sometime in October and then opened a dispute this month regarding being rebilled. As of today, November 21, 2023, we have not received a new dispute.
The provider stated the customer was informed that the caulk needed to dry. Regardless as mentioned before, it is a very easy fix for our service provider or the customers service provider to re-caulk around/under the sink/countertop.
The District Service Manager sent the dropbox LINK and in it shows we have pictures of the material taped off showing the different pieces and how it would be cut and would look on the customers walls, in addition to the email that shows that the customer agreed to it. See the attached (2) pictures showing it taped off. The changes were caused by the customer wanting to change the look and layout.
All the Edges are *********** as the customer paid for and as it states on the paperwork. What is different is that the customer wanted us to follow the existing corners (inside and outside corners) when it was templated. Which then the customer changed her mind after the install and as such the corners do not match. This is also what the customer agreed to get quotes for and to have her own fabricator to come to her home to fix. The customer received a quote for $3500 which we agreed to, but she would have to cover the balance due owed to Home Depot (in this case if she disputes the $8124) then there would be a balance due.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
Resolution Expediter- Executive Escalations
Phone: *************************
Case #: ********Customer Answer
Date: 11/28/2023
Complaint: 20490701
I am rejecting this response because: This man *********************** is out of his mind. He has disputed the $8124.80 multiple times. I have to re open the dispute in order to get my money back. NO one informed me to let the caulk dry, i had no clue caulk is even used. My plumber came the next day to install the faucet, so the faucet had 24hrs to dry. I had already been without a sink for 2 weeks or more. I am rejecting The Home Depot's response and i will further take this up with the *** and the legal department as nothing is getting resolve with this jerk. I will seek legal cousel to collect my funds. You can post this compliant on your website as we have spent months going back and forth and since the BBB cannot resolve this issue i will have to hire my own attorney.
Sincerely,
***************************Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a refrigerator June 13, delivery June 21. Refrigerator was dropped off truck and had to get replacement ordered. Never received new refrigerator. Home Depot canceled the order and never notified us. We had to reorder refrigerator July 31st, delivery period. Called said truck broke down and could not deliver and failed to deliver refrigerator. We had a new delivery scheduled for August 17, delivery claims nobody was home and left note on the door. We have took off work for 3 different days now for delivery dates given by Home Depot. We still do not have a refrigerator that was originally ordered on June 13th. We have called many people at Hone Depot and spent several hours on the phone with a promise someone will call us back. We have not received any phones calls back. Nobody has acknowledged theres a problem and taken care of it.Business Response
Date: 08/28/2023
August 28, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: *********************** BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our dedicated online resolution team has diligently worked on this matter. They have informed me that they offered the customer a ********************** and sent an e-gift card for the purchase of a mini fridge until delivery of the refrigerator. However, it seems that the customer ended up cancelling the new order for the refrigerator and didn't respond when they tried to inquire about the reason.With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers'patronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 08/29/2023
I was told after the last failed delivery to cancel my order and they would reorder which apparently never happened. Home Depot did provide a $250 gift card for a mini fridge. I spoke with ****** from Home Depot on 18 Aug and she said she would look into the issue and call me back on Monday the 21st. I work at nights and missed her call then i returned her call the 22nd and left her another message, the same thing happened the 23rd and i have not heard anything back from them. We have been waiting on this refrigerator since 13 Jun and did not get any indication they were capable providing us the item in a timely manner so went with another vendor and got the product in two days. I would like this issue to remain open to see how Home Depot corrects the issue.Business Response
Date: 10/04/2023
October 04, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: ******************************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our dedicated online resolution team has diligently worked on this matter. They have informed me that they offered the customer a ********************** and sent an e-gift card for the purchase of a mini fridge until delivery of the refrigerator. However, it seems that the customer ended up cancelling the new order for the refrigerator and didn't respond when they tried to inquire about the reason. Upon further collaboration with the online team, they informed me that the customer has been fully refunded. When they reached out to the customer again, he confirmed that he decided to purchase a new refrigerator from another source.With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********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.
purchased flooring and installation from home depot! The day of installation the installers did work that they were not suppose to do! then they did not do the installation correctly, the flooring started to buckle in places (kitchen and Hallway). I called to have them repair the problem areas, and the installer set a date! The day the repair was suppose to take place, they did not show up for the repair. I called to see why they had not shown up and was told because of a family illness, so i rescheduled a week later! The rescheduled date they did not show a second time, I was told this time because they had a unfinished job. i had to reschedule a third time! The fourth time the repairman showed up, He did not have the tools to do the job so i let him use my personal tools, he also did not have the materials and i had to even supply a box of flooring that i had bought for extra! the repairman tore up the new flooring and did not do anything to fix the problem , then used my flooring and put it back down PROBLEM WAS NOT FIXED NOT EFFORT MADE TO DO THE REPAIR! I called again to speak with the owner of the installation group and he scheduled a time to come out the very next day and looked at the problem areas then scheduled for repairs to be made a second time! A week later the repairman came back out and fixed the area in the kitchen but would not fix area in the hallway. He also pushed the refrigerator in the Hall and water damaged the area needing repair, causing water damage! AGAIN he had to use my tools and lied and said he did not have the materials to do the job , which he did! I called Home Depot and the installer and complained again, and even went to Home Depot and spoke with a flooring supervisor. I was told that they would reschedule to repair the hallway and give me a box of flooring , since they used the flooring i bought and supplied for the kitchen repair! The installation supervisor contacted me and said he had me scheduled for 8/18/2023 NO SHOW!Business Response
Date: 08/22/2023
July 28, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************
RE: ***********************/ BBB Case #: 20487507
Dear *************:
We acknowledge the receipt of the BBB Case #: 20487507.
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 installer is scheduled to return to the customers home on Friday,August 25th to complete the installation and address the customers concerns.
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
Case #: ********Customer Answer
Date: 08/23/2023
Complaint: 20487507
I am rejecting this response because: Repairs have not been done yet 8/23/2023 , I have not been reimbursed yet for the box of flooring that I supplied to the installer for the Kitchen buckle repair, Something needs to be done about the inconvenience of 4 no shows 1 failed repair and 1 meeting with the Installation Manager .
Sincerely,
*****************************Business Response
Date: 08/29/2023
August 29, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************
RE: ***********************/ BBB Case #: 20487507
Dear *************:
We acknowledge the receipt of the BBB Case #: 20487507.
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 flooring installation was completed on Friday, August 25,2023. The customer has been contacted and stated he is satisfied with the installation.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
**********************;
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 09/03/2023
Complaint: 20487507Flooring in the Laundry room was repaired and I was reimbursed for the Flooring which I had previously provided for the Kitchen repair. But the installer stated that floor leveler compound should not have been used on the Kitchen Floor repair, since Floor level compound contains water and can damage the Sub flooring! The original installer replaced Sub Flooring in areas of the Living Room, which he was not Qualified to Do! I have Spoken with ***** of USIG in ************ **** ***** said that they would refund my $500 That I paid the original installer for replacing Sub Flooring which he was not suppose to do! ***** also stated that they would work on Scheduling removing and reinstalling the Flooring in the Kitchen, So the Sub Flooring can be replaced a second time! I have not received the $500 refund or heard back from ***** as of yet! Once that I do case will be dropped
Sincerely,
*****************************Business Response
Date: 09/13/2023
September 13, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
******************************************************************************************************
RE: ***********************/ Rebuttal BBB Case #: 20487507
Dear **************:
We acknowledge the receipt of the BBB Rebuttal Case #: 20487507.
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 the customers rebuttal. The Executive Escalations Team partnered with the Field Team for resolution. At the conclusion of reviewing all details provided by the customer, the installer processed a refund check to be issued to the customer for $500 to compensate for the subfloor which was paid out of pocket. The kitchen repairs are scheduled to be completed on next Friday, September 22, 2023.
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 Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 09/13/2023
Complaint: 20487507
I am rejecting this response because: Yes we have met and agreement , just waiting on refund and competition of the scheduled work set for Friday 9/22
Sincerely,
*****************************Initial Complaint
Date:08/17/2023
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 shutters from Home Depot at the *********** location. The salesperson at Home Depot informed me that they would actually have to contact their partner, *****************, because they are the ones who will come out to my home and take the measurements of the windows and schedule an appointment for installation. On July 10, 2023, ***************** measured the windows, charged my Home Depot credit card account in the amount of $1,491.69. ***************** scheduled an appointment for the installation of the shutters to take place on August 16, 2023, and the installer will arrive between the hours of 9:00 a.m. and 1:00 p.m. ***************** had confirmed the appointment several times, even one day prior to. The appointment had been scheduled for over a month and I had taken off from my job, without pay, so I would be available for the installer to install the shutters. On August 16, 2023, at 9:04 a.m., the installer contacted me and told me that he wouldn't be able to install the shutters because he had gotten his schedule mixed up, but he would be able to install the shutters on the next business day around 1:30 - 2:00 p.m. I contacted him and told him that would be impossible because I wasn't taken another day off from my job, when I don't work, I don't get paid. I called ***************** and Home Depot. Home Depot has not returned my phone call. I called ***************** to see if the shutters could be installed on August 17, 2023 between 4:00-5:00 p.m., ****** from ************************* said she would check to see if the installer is available, I haven't heard back from *****************. No one has tried to reach out to me. I hope this isn't a scam. I want the shutters installed, asap, between the hours of 4:00 and 5:00 p.m., weekdays or 9:00 and 10:00 a.m., Saturday of this week or next week. If the installation is not completed by August 25, 2023, I want Home Depot to refund or credit my account for the amount charged for the shutters.Business Response
Date: 09/01/2023
September 1, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: ******************************* / BBB CASE#: 20487600
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20487600
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. The installation has been completed. In addition, we have provided an electronic Home Depot gift card accommodation to show we care.
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: ********Customer Answer
Date: 09/05/2023
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:08/17/2023
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 with home depot on July 22. the order number is: WM41285059. Only half of my order arrived. I received the 10 Tracker Safe 15 in. x 11 in. x .5 in. Fire and Water Resistant Bag for Security Safes, but I DID NOT receive the 10 Tracker Safe 6 in. x 11 in. x 0.5 in. Fire and Water Resistant Bag for Security Safes. I am being promised different solutions by different customer representatives. I have been told by ***** from the Resolutions Team on August 8th at 12:44pm that I would receive a full refund. That did not happen. I have now tried three more times to resolve this issue with home depot. Once I was transferred to a third party that was confused on why I was given their number and the other two times are them telling me to appeal part of a delivery I did not receive. So this is my fault? No help! Before I simply wanted the other part of my order, now I want a full refund. Too much time waded on such a simple process!Order Summary Order Number: WM41285059 Order Date: July 22, 2023 Job/PO Number: ONLINE ORDER IconDelivery B ******* ************************************************************** All items Product ImageTracker Safe 15 in. x 11 in. x .5 in. Fire and Water Resistant Bag for Security Safes - Small Store SKU #********** Internet #********* Quantity: 10 Estimated delivery on Jul. 31 Product ImageTracker Safe 6 in. x 11 in. x 0.5 in. Fire and Water Resistant Bag for Security Safes - Small Store SKU #********** Internet #********* Quantity: 10 Estimated delivery on Jul. 31Business Response
Date: 08/23/2023
August 23, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: ************************* / BBB CASE#: 20487095
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20487095
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 attempted to reach out to the customer by phone and email on 8/18/23, 8/21/23 and 8/22/23 and have not received a response. Should the customer require further assistance or have additional questions/concerns, regarding this matter, please recommend they contact the online agent managing their case, ****************** at *************************.
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,
********************
Executive Escalations
Phone: ***********************
Case: ********
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