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
- 11,883 total complaints in the last 3 years.
- 3,472 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:08/17/2023
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. 31
Business 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: ********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.
This is my second complaint filed regarding this issue. In August 2021 I contracted with Home Depot to install ten high impact windows in my home for $11,799. Home Depot sent an installation crew from ***** ******* to do the installation on November 4, 2021. The installers worked late into the night, and when I was able to inspect the exterior in daylight the next morning, I found that one window screen was missing parts and another screen was missing entirely. In November ***********************, the Installation Coordinator, told me the screens were on order. In March I was told the order had only been placed on February 29th. Then I was told Home Depot had received the replacement screens but had no installation crew to install them; I asked for the screens to be sent to me, and I would install them myself. A few weeks later I was told Home Depot could not find the screens in the warehouse. I was told another set of screens had been ordered. I was told that ***************************, the new Installation Coordinator, would get back to me. I was told ***********************, the Operations Manager, would ensure that *******************************, the District Installation Manager, would get back to me. No one contacted me. I have called Home Depot Installations Customer ********************** at ************ multiple times since then, and have been assured that the screens would be delivered within weeks. In response to my initial complaint to BBB, Home Depot did arrange for the permit inspection and I was finally able to remove the window stickers. I was told that the screens were on order and I would be notified. I called several months later, and they had, again, lost the screens. They put them on order AGAIN, and it has been more than six months and I still do not have the screens.Business Response
Date: 08/25/2023
August 25, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ********************************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the installation team confirmed that the screens are on backorder with a request to ship to the customer directly. The customer has been contacted and provided with the order status. Once the screens are received the installation will be completed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: 33575491Customer Answer
Date: 08/25/2023
Complaint: 20485364
I am rejecting this response because: Home Depot has assured me multiple times that the screens have been ordered and will be delivered to me. No screens ever show up. When I call to follow up, ** told the screens cant be found in the warehouse but that a NEW set will immediately be ordered for me.
I still dont have the screens.
Sincerely,
*********************************Business Response
Date: 09/01/2023
September 1, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ********************************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the installation team has sent out a request for the order eta update. Once the update is received it will be communicated to the customer.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: 33575491Customer Answer
Date: 09/01/2023
Complaint: 20485364
I am rejecting this response because: I still don't have the missing screens.
Sincerely,
*********************************Business Response
Date: 09/11/2023
September 11, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ********************************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customers order ETA is pending. Once the order date is available it will be provided to the customer directly.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 09/11/2023
Complaint: 20485364
I am rejecting this response because: I still don't have the screens.
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 ordered an Kitchaid dish washer in Home Depot web site at 11/08/22. The description of the item is none returnable. The description of the item KitchenAid 24 in. PrintShield Stainless Steel Top Control Built-In Tall Tub. I spend $820 with one year manufactory warranty . After 7 months of owning it. The dishwasher door has multiple rust spot. I called KitchenAid for warranty to fix and its not part of the warranty. Then I called Home Depot for help, they also said the same. I asked home-depot manager ( ****) if they can exchange the item because the website description says the item is stainless steel. Since Its defective item I got through their website. I was rejected to get any help from Home Depot and kitchenAid. I never bought any stainless steel appliances with rust . This is my first time ever happen in life. Its obviously that i paid $820 for defective item. I just want Home Depot to solve my issue while my warranty still active. Please help me out . Thank you.Business Response
Date: 08/28/2023
August 28, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ******* ***/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer to further assist. The customer was offered and accepted a *************************** due to his purchase experience.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: 33572704Initial 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.
I was persuaded to open a Home Depot credit card, with which it will give me $50 discount if I purchase items over $300. I placed an order online and purchased 3 items to get over the spending threhold and got the $50 discount. However, about 10 days later, the price of the 2 items I purchased dropped: one dropped from $139 to $108 and the other $109 to $85, a total of $55 before tax. When I ask Home Depot for price adjustment, they said they would not be able to give me the $55 adjustment because the $50 discount was applied to these items. Around $40 out of the $50 discount was applied to these wires and thus, my price refund was $10+ instead of $55+tax. This essentially put me into a situation that I barely enjoyed any discount by opening the Home Depot credit card while my credit score got a hit (i.e. negatively impacted my credit score). I'd like to request a reissue of the $50 coupon or store credit of some sort so that I can enjoy the benefit of opening the Home Depot credit at the first place.Business Response
Date: 08/22/2023
August 22, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. Our team has also explained our price policy to the customer and offered them a Home ********************** Gift Card to cover the balance. Should the customer require additional assistance, please advise them to contact ***** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case #********Customer Answer
Date: 08/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:08/17/2023
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.
Home Depot unresponsive. Utterly ridiculous customer **********************. Senior citizens placed order for door measurement over a month ago, no follow up or response. Measurements not provided via phone, email, or other. Called over a dozen times, and spent over 3 hours on hold to no avail. Not enough staff in store and no one picks up phone.Business Response
Date: 08/27/2023
8/27/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
RE: Sak S /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Millwork team member, ***** met with the customer at the local Home ********************** and went over our full catalog of storm doors, but unable to locate a product that would fit the required specifications for the installers measurements. It was determined that the custom size required for their opening was shorter in width than what any of our storm doors could be custom ordered to. ***** explained the situation in detail with the customer and they were understanding. Our customer was refunded for the measurement fees and provided with the Millwork email and phone number in the case they need assistance in the future.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********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.
I Bought a ******* Dryer From the Home Depot website and it was sent through the ********* ** store to be filled Purchess date was Aug 07 , 2023 Delivery date was Aug 11, 2023. Dryer was delivered no problem no damage only issue was once i hooked up the dryer and pushed the start button the motor started making a load banging sound so i unplugged it and called home depot which they sent me to ******* to have them get this issue fixed . ******* sent a repair man out and fixed the issue on Aug 16 , 2023. the repair was done and the dryer is fixed .today i called Home Depot about getting compensated for the week i couldnt use the new dryer and i got the run around being sent back and forth to ******* and home depot saying they couldnt do anythng with out notes from the other all im looking for is compensation for the week i was without using my new dryer but since ***** was able to help me this is where i turned.Business Response
Date: 08/18/2023
August 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 his purchase with our company.The Home Depot has reviewed this case and offers the following resolution.
The Home Depot partnered with our Online Executive Team, who discussed the customers requested resolution and customer accepted a physical gift card as additional compensation. We set the expectation that it should be received 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,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 33568264
Customer Answer
Date: 08/18/2023
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: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.
Delivery driver damaged gate, waiting for a resolution getting nowhere with their liability people. This happened June 29th I have not been contacted. The adjuster claims he made a call I have no record or message on my phone of the date and time he stated. I called the number I was given and after 2 days and 2 hours on hold I am told hes unavailable and the person I am talking to cannot do anything for me. No one asked for pictures, a report no emails nothing. Apparently this process is funneled through with their workers comp if true is ridiculous. I am simply told to wait for his call. I am taking care of a blind and sick spouse and overseeing a major home renovation I just need this to be taken care of. I dont want to waste anymore time with this issue.Business Response
Date: 09/12/2023
September 12, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************/ BBB Complaint # ********
Dear ********** ********** behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We offered a gift card to replace the damaged gate which the customer accepted.
With that being said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 09/13/2023
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. Home Depot made a sincere effort to bring a resolution. I really appreciated it.
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 JOINED UPROMISE MANY YEARS AGO.UPROMISE IS WHERE PEOPLE RECEIVE A PERCENTAGE OF A PURCHASE FROM A BUSINESS AS HOME DEPOT.I HAVE PURCHASED THOUSANDS OF DOLLARS FOR ITEMS BOUGHT AT HOME DEPOT.HOWEVER HOME DEPOT NEVER DEPOSITED ANY MONEY INTO MY ACCOUNT.THIS IS IMPORTANT AND NEEDS TO BE LOOKED INTO "FALSE ADVERTISING BY HOME DEPOT ?????Business Response
Date: 08/18/2023
August 18, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
RE: ***********************/ BBB Case # ********
Dear **************************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced.
The customer notified ********************** on 8/17/2023 regarding her Upromise account. We have made several attempts to notify the customer by e-mail and phone. Because we were unsuccessful, we have not had the opportunity to properly address your concerns. If the customer is still in need of further assistance, she has the opportunity to contact us directly.
With that being said, The Home Depot now considers this case 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 if you have any questions.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:08/16/2023
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 purchased a Washer/Dryer Combo online from Home Depot on 7/22/2023 for $1,518.50. It was delivered defective on 7/27/2023. I reported it to their call center 7/28/2023 and they offered a replacement to be delivered 8/5/2023. I was contacted by email 8/4/2023 stating they could not make the delivery, but would have an update within 48 hours. I called the contact center again and asked for a refund. They agreed, but then put me on hold. After an hour on hold, I used a second phone line to call again, and they agreed to refund but again put me on hold. After another hour on hold, I drove to the store to speak with the manager. They wouldn't let me speak to the manager, but only the department manager, who again agreed to a refund. He said that the funds would be returned as soon as they confirmed the unit had been picked up. It was not picked up by them until 8/9/2023. As of end of business 8/16/2023 I have not received a refund, and have been unable to reach anyone by phone. My funds were withdrawn on 7/22/2023, and it's now 8/16/2023 and I have neither an appliance or a refund.Business Response
Date: 08/28/2023
August 28, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *********************** /BBB Case #: 20481838
Dear **************:
We acknowledge the receipt of the BBB Case #: 20481838.
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, where we forwarded our customers concerns to our Online Executive Escalations Team for their immediate attention and assistance with resolution. The Online team contacted the customer in apology for this experience and to advise of the refund processed on their order. As a customer ********************** gesture, the team issued a gift card to the customer, to which they accepted.
With that said, The Home Depot considers this matter resolved.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******* @ *************************). 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
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********Initial Complaint
Date:08/16/2023
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.
Hello,In July, we had Home Depot come and install some shades at our house. We encountered two problems.1) The sheer shade does not fully turn open. It only opens about half way. To be clear, it fully retracts, but the vanes don't fully turn. We'd like to get this replaced with a fully functioning shade.2) We ordered some extender rods for the top down bottom up shades. These rods do not work in pushing the shades fully back up. We'd like to return these two rods.I called customer ********************** in late July and was told to email pictures/video of the sheer shades. I have done so and got no response. I have asked for an update in early August and have not gotten a response either. Assistance with these issues will be greatly appreciated.Thank you,******Business Response
Date: 08/25/2023
August 25, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: Zhexin ***** 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 have been in contact with blinds.com regarding the issue with the blinds. The customer in question was able to provide a video demonstrating the problem they were experiencing with the product. In response,blinds.com promptly provided guidance and advised the customer on the necessary steps to resolve the issue. However, despite reaching out to the customer three separate times, they have yet to receive any further response or communication.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: 08/25/2023
Complaint: 20481736
I am rejecting this response because: I have not received outreach as the business response claims. I actually emailed the customer ********************** provider today again explaining how I have not received a response. How is the business trying to reach me?
Sincerely,
************Business Response
Date: 09/01/2023
September 1, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: Zhexin ***** 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 informed me that they had been in contact with the customer on 8/29/2023 and instructed them to contact the blinds department with the telephone number provided. As of today, my team has not heard from the customer.
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: 09/06/2023
Complaint: 20481736
I am rejecting this response because:I have reached out to the customer ********************** team. While the sheer shade is being addressed and I'm awaiting shipping of a replacement product, the extension rod issue is still not resolved.
Sincerely,
************
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