Business Profile

Building Materials

The Home Depot

Headquarters

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.
3,462 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:08/16/2023
Type:Service or Repair Issues
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.
April 9, 2023...purchase of new entry door and the Home Depot installation service. At time of order/purchase arranged for installation team member to come to home to measure and provide quote for installation service. The time was set for in home measurement . on the 16th, when he showed up was informed they don't do install unless doors are purchased directly thru the service company and will not install if bought from Home Depot store. Had to make another trip to store and they said oh, the wrong crew was notified. rescheduled another date and paid another fee for the measuring..The contractor came/measured gave a quote...2 weeks later when I asked for an install date, was informed they "lost" the measurements and had to redo it.. Another 2 weeks passed. Another measurement was finally done, price was agreed upon. Work order for door/etc was in place. Building of door to specs completed first week of July. No word from install crew. Called directly to the gentleman that came, ******. He gave me an install date and time (was to be 8/16@ 9 a.m.). 2 days before the date when I did a follow up e-mail asking about the install, I'm informed no date was set. I have the e-mail confirming the 16th..Now I have to reschedule for installation - waiting another 2 weeks...I've been paying for the product and service since June **** time has been wasted and I've been inconveinanced to work around their new schedule....Incompetence and poor communication on their end...I want reduction of my costs that I've incurred ...
Business Response
Date: 09/13/2023
September 13, 2023

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

RE: ***********************/ BBB Case #: 20477022

Dear *************:

We acknowledge the receipt of the BBB Case #: 20477022.

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 installation was done on August 29, 2023. It was discovered that a sealing piece on the bottom of the door needed to be replaced and has been reordered. A site visit is scheduled on September 21, 2023,to complete the installation.

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: 09/20/2023
The work as of this date has not been completed. The door had damage. It still needs to be corrected. They have set a date for it's completion, which is this coming Thursday. In addition, as of this date I have not been adequately compensated for the delays associated to the transaction. I'm seeking a 20% reduction to the total project costs. I want this amount credited to my account once all work has been completed satisfactorily.
Business Response
Date: 10/16/2023
October 16, 2023

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

RE: ***********************/ BBB Case #: 20477022

Dear **************:

We acknowledge the receipt of the BBB Case #: 20477022.

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We partnered with the field team and at the conclusion of the review the customer's door ****************** has been completed. The customer signed an Accommodation Letter on September 28,, 2023, for a $500 refund to compensate for the delayed completion of the door due to product issues.

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
SF Case #: ********
Customer Answer
Date: 10/19/2023

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:08/16/2023
Type:Service or Repair Issues
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! Thank you for looking into this issue. I'm writing about the following orders:wg39344379 wg39346366 wg39344365 wg39346358 I rejected the delivery of the above orders. I met with the OnTrac delivery person and saw my orders in the truck. I told him I refuse delivery of everything in the truck. The tracking numbers on the orders indicate refusal of the delivery. The shipment was rejected on 8/8/23. It is now 8/16/23. I am just writing to check the status of my refund. I hope that the refund can be applied sooner rather than later. Thank you! I have attached screenshots of some of the tracking numbers showing that the packages were refused. For some odd reason, some of the tracking numbers cannot be found in the OnTrac system. I refused delivery of every single box in the truck. OnTrac could only locate some of the tracking numbers in their database. Either way, I refused everything in the truck. I have attached a picture of the OnTrac truck and its contents. There's more boxes than the number of tracking numbers showing refused delivery for some odd reason. Thank you for looking into this issue!
Business Response
Date: 08/18/2023
August 18, 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. The Home Depot Online Team was unable to refund the order and forwarded the customers information to our Online Investigations for review. The Online Investigations Team will handle and follow up with the customer.

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: 08/21/2023

Complaint: 20477575
Thank you for the prompt response.
However, I am rejecting this response.
The bottom line is I sent all the items back to Home Depot or its vendor. The tracking numbers from OnTrac finally updated and shows that the rejected shipment was dropped off with Home Depot or its vendor on 8/20/23. Home Depot or its vendor is in possession of both the merchandise and my money. This is not acceptable.I would like my money refunded and Home Depot can keep the merchandise. I cannot imagine a situation in which a company keeping both the purchaser's money and the merchandise to be acceptable.

Sincerely,

*********************
Business Response
Date: 08/21/2023
August 21, 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. The Home Depot Online team have forwarded the customers concerns to the Online Investigations Team for review. At conclusion of the investigations and review by the Online Investigations Team the customer will receive a response directly from them.

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: 08/27/2023

Complaint: 20477575

I am rejecting this response because:
I would like a time frame for the investigation, or an update into the status of their work.
I didn't realize that a person who has spent tens of thousands of dollars at Home Depot can't even get a 2 minute phone call when requested.
Sincerely,

*********************
Initial Complaint
Date:08/16/2023
Type:Product Issues
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.
Store: *********** ** 23rd St Order Number: WJ36101305 July 5: Ordered a range and microwave using HomeDepot.com. with a scheduled delivery date of July 14. HD overcharged for sales tax by $30.59. Range: $2223.53 Microwave: ******, Subtotal: $2886.00 7% Sales tax should have been $202.02, actual charge $232.61.July 14: Both appliances delivered. Initial inspection was ok, however my installer discovered damage on the rear of the range, and it would not fit into the existing space. The microwave was dented on the top. I spoke with the call center, and they offered a concession to cover the damage if I agreed to keep the product. A new range was scheduled for delivery on July 25. July 25: New range was delivered. Prior to delivery, I was notified a new microwave was also scheduled for delivery, so I removed the microwave that was delivered on 7/14. The range was in satisfactory condition. The new microwave was also damaged, so I rejected the order. The delivery personnel returned both microwaves. I spoke with the call center, and told them I no longer wanted the microwave, and to issue a credit to my card. August 4: Called the call center for status on my refund, and was told a new microwave was scheduled for delivery on 8/5. I told them that I had cancelled the order August 14: Called to check on the status of the refund, and was told that a $108 refund was pending, and once it was applied, the credit for the microwave could be processed. The *** also stated I would need to go to the store to have the refund applied to my card. August 15: Drove to the store, and the service desk person said there was only 1 refund in the system, and she successfully processed it. She was not able to process the refund for the microwave, even after spending over 30 minutes on the phone with the call center. She told me that I should receive an email in a couple of days August 16: The initial refund for the concession still has not shown up on my credit card.
Business Response
Date: 08/24/2023
August 24, 2023

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

RE: ***************************/ BBB Complaint# ********

Dear ******,

We acknowledge the receipt of BBB Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding order WJ36101305 for a microwave.

The Home Depot has reviewed this case and reached out to all parties involved. Our Online Executive Team spoke to the customer with the store. On 8/22 they were able to process the refund transaction over the phone over a conference call. Attached is the refund receipt. With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 32875593
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:08/16/2023
Type:Service or Repair Issues
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 two sets of garage doors, two sets of garage door openers, installation and accessories to go with them back on 05/18/2023. I never received the accessories nor the installation to go with them. I have reached out to the Home Depot numerous times and they keep telling me that the products were to be ordered by ****** who refuses to refund me. The Home Depot stop responding to me and it is fraudulent to charge someone for products and services that they never received. I have repurchased the products and services with another company and have gotten them installed since it's been three months since I paid for them and never received them. I have sent emails to The Home Depot **********, left messages with the assistant store mange three weeks ago whopromisejd me a discount and call back nut never did. I have left messages with ******* a customer ********************** rep on THD customer 800 number and she told me she would call me back three days ago but never did. ****** in **********, ** in the installation department for the store manager and he never called back, disputed with The Home Depot Credit card company as well as the Garage door install company any every refuses to respond.
Business Response
Date: 08/28/2023
August 28, 2023

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

RE: *************************/ BBB Complaint# ********

Dear ******,

We acknowledge the receipt of BBB Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding ************ for garage doors and openers with installation.

The Home Depot has reviewed this case and reached out to all parties involved. Our Service Provider refunded the customer for decorative handles on 8/17. We have an appointment set in place for 8/30. The agenda for the appointment:
- Ensure open arm rail is secure
- Installation of back hangs/ angle iron currently on openers is correct
- Openers are running at a level of a belt driver opener
With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for the customer.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 33553929
Customer Answer
Date: 08/28/2023

Complaint: 20477070

I am rejecting this response because: as of today I have still not been reimbursed by the Home Depot. They have been telling me for over a month that a credit is being applied for the refund but that has not taken place yet. The only charge on my Home Depot credit card is for the garage and no credit has been applied. Ive also attached where the Home Depot responded back today that they will check on my refund and confirm not received.

Sincerely,

*************************
Business Response
Date: 08/30/2023
August 28, 2023

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

RE: *************************/ BBB Complaint# ******** - Rebuttal

Dear ******,

We acknowledge the receipt of rebuttal to BBB Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding ************ for garage doors and openers with installation.

The Home Depot has reviewed this case and reached out to all parties involved. On 8/17 our service provider began the process to refund the customer for decorative handle. The ********************** provider took original payment, so a chargeback and credit memo needed to be established before The Home Depot could provide a credit card refund. A refund receipt is attached.

Below is the outcome of todays appointment. Upon arriving the main issue that the customer was concerned with was that she wanted validation that the garage door was safely installed. Customer asked about the 2 screws that are installed sideways. Per the manual of the garage door install it is not required to have the two side screws. This was shown and explained to the customer per the manufacture manual. It was explained it is hitting a stud and that it is at an angle due to no stud being directly behind the hole. Customer did agree she wanted the s**** to stay. Customer also asked about the previous bent support brackets that weren't replaced during install. It was explained this is not usually done unless requested during the time of purchase to put new support brackets for an existing install. It was validated that we did install new ones after the original site visit. Lastly, we checked openers and confirmed they were working at their intended capacity. With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 33553929
Customer Answer
Date: 08/30/2023

Complaint: 20477070

I am rejecting this response because: they showed up with the brackets to install and did not credit the account until they saw that there was new ones on my garage door that I purchased elsewhere. It is all captured on video and I can provide that. In a recorded video they also said they didnt know what the refund was that I was requesting and thought it was for the entire door. To date they did provide a refund dated 8/30/23 for the parts but not the labor. They have also not addressed the issues of the promised credit and in emails *** confines to ignore it then says shell get back to me but never does.

Sincerely,

*************************
Business Response
Date: 09/06/2023
September 6, 2023

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

RE: *************************/ BBB Complaint# ******** 2nd Rebuttal

Dear ******,

We acknowledge the receipt of the 2nd rebuttal to BBB Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding ************ for garage doors and openers with installation.

As previously stated, The Home Depot has reviewed this case and reached out to all parties involved. On 8/17 our service provider began the process to refund the customer for decorative handle. The ********************** provider took original payment, so a chargeback and credit memo needed to be established before The Home Depot could provide a credit card refund. A refund receipt was attached to the case on 8/28/23. I reached out to Citibank and they advised the refund may take 5-7 business days, not including the holiday to post and to have the customer call on Monday if it is not posted.

The main issue that the customer was concerned with was that she wanted validation that the garage door was safely installed. Customer asked about the 2 screws that are installed sideways. As previously stated, per the manual of the garage door install it is not required to have the two side screws. This was shown and explained to the customer per the manufacture manual. It was explained it is hitting a stud and that it is at an angle due to no stud being directly behind the hole. Customer did agree she wanted the s**** to stay. Customer also asked about the previous bent support brackets that weren't replaced during install. As previously stated, it was explained this is not usually done unless requested during the time of purchase to put new support brackets for an existing install. It was validated that we did install new ones after the original site visit. We checked openers and confirmed they were working at their intended capacity. As far as a discount or compensation, 9/6 we have offered to refund the customer $501.00 to the original form of payment as a means to resolve all concerns resulting from this transaction. Customer is aware a Settlement and Release Agreement will be sent to the customer formally in a few days. With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********
Customer Answer
Date: 09/06/2023

Complaint: 20477070

I am rejecting this response because: I paid for hardware for my garage since 5/18/23 that I never received. Since then Ive been asking for the refund and told for months that Id receive it but didnt. No refund takes that long to process. Im being billed on my credit card for three months for an item never received.
As for the credit for the garage, I was charged ******* for glass windows and instead received a replica made out of thin plastic. The purchase price of the garage windows were more than the cost of both garages. I should be refunded the full price of the windows because it was false advisement and I did not get what I paid for. Home Depot has cost me well over 17k in damages to my home, flooring and now faux windows for a garage door that was advertised as glass but cheap plastic. My job takes me into storm disaster areas and I put myself at risk to earn every dollar. *** also had to cancel my assignment which paid over 13k a month because I received a threatening email that I was not complying because they didnt care I traveled for business and this would be the third time they were coming to my house. So far no one has responded to me on who was going to reimburse me for me having to cancel my deployment to be at home. The stress caused by The Home Depot is just unbearable.

Sincerely,

*************************
Initial Complaint
Date:08/15/2023
Type:Service or Repair Issues
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 an extended warranty from home depot on my riding lawnmower and it's not working. I contacted home depot and they referred me to a repair shop in which the company claim they wasn't contacted by home depot. Company atlantic tractor. Warranty not honored or upheld by home depot.
Business Response
Date: 08/28/2023
August 28, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
Rishon ******/BBB Case # ********

Dear **************

We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their extended warranty.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We emailed the customer to advise we are closing the case. But if he has further issues with this order to contact us directly.
We received an email from our customer advising the mower is being repaired and should be returned to him 08/28/2023.

With that said, The Home Depot considers this matter is closed

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.

************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Initial Complaint
Date:08/15/2023
Type:Product Issues
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.
Hereon; this day of an August 14, 2023; @ 3:47 pm; therein a Home Depot Store no. ****; **** ********************************* *****; as I was therein; the self-checkout lane paying for an items, myself a black person was detained; thereby a certain staff member; a black person; a lady pleading a claim so stating that I had skipped; over paying for certain; items as a result; she had searched my bag unreasonably; therein the self-checkout; lane kiosk for some, item such as screws, an extension cord, and staples; in addition I didnt ask for any help or anything concerning customer ********************** she unjust stopped me from paying for the items, thereafter I had to pay for the items, now; I'm asking a refund in the amount of $19.05; in addition I'm asking for a conformation so stating an affirmation, or a denial for the so stated cause or matter herein this legal notice cause or matter; in addition ******* must service your pleading hereto myself *********************; Email address all within 72 hrs.; hereafter service to you; concerning this legal notice; thereafter 72 hrs., of service any pleading(s); that you may have a as a claim(s) will become denied, and unacceptable legal claim(s);
Business Response
Date: 09/12/2023
September 12, 2023

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

RE: ********************** / BBB Case # ********:

Dear ****************:

We acknowledge the receipt of the BBB Case #: ********.

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

The Home Depot has reviewed this case and offers the following resolution. The customer voluntarily signed a statement and trespass notice based on observations of his behavior during a store visit on January 4, 2023. The signed trespass notice prohibits the customer from any Home ********************** owned or maintained property until the notice expires or the customer receives written permission otherwise.

With that being said, The Home Depot considers this matter closed.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33583273

Customer Answer
Date: 09/17/2023

Complaint: 20470108

I am rejecting this response because: This is hereby a legal notice notifying; you ******* as an official for a Home Depot Store no.1911; ****************************************************** 60804;that is legal Notice of Service is pleading a certain claim(s); hereon this day of September 16, 2023; that you were service herewith; a certain legal claim(s)thereto; the Better Business Bureau; case no.20470108; thereon; the day of August 14, 2023; you as an official for Home Depot Store no.1911; must conform;a pleading claiming an affirmation, or denial of the so stated cause or matter pleaded; claim; herein this legal Notice of Service; as being in fact under an Oath as well as a Testimony; in addition you must plead; your claim within 72 hrs. after service hereof this legal notice, thereafter 72 hrs. of service of this legal notice any; and all legal pleadings; claimed hereafter service of this legal notice will be denied as well as unacceptable, as a result of failure to respond, in addition you as an official ******* for Home Depot Store no.1911; in conjunction with Home Depot case no. case ********; will hereby this legal notice; be considered as an official who refused to respond hereto;this legal notice, In addition you must service your response hereto myself a ********************* email address *************************;

Sincerely,

*********************
Business Response
Date: 09/21/2023
September 21, 2023

Sent Via ************************************************* 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 our valued customer may have experienced regarding their purchase with our company.

The Home Depot has reviewed this case and offers the following resolution. As previously stated, the customer voluntarily signed a statement and trespass notice based on observations of his behavior during a store visit on January 4, 2023. The signed trespass notice prohibits the customer from any Home ********************** owned or maintained property until the notice expires or the customer receives written permission otherwise.

With that being said, The Home Depot considers this matter closed.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33583273
Initial Complaint
Date:08/15/2023
Type:Service or Repair Issues
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.
In late May, 2023 I went in to Home Depot in ******* ** to discuss the purchase of some flooring. I was told that the flooring will take four weeks from the time of order until completion. I expressed to the representative that this was important because I needed my condo floor completed on time so I had a place to move into before closing on the sale of my house. It took the sales rep an hour to place the order- then it was discovered that the floor was measured incorrectly by Home Depot- so this caused a week delay.After the second measurement I drove to ******* again to order the new flooring. This also took over an hour because it was yet another new employee in *********************** having issues- first ordering incorrect product then waiting on hold for corrections. When the flooring finally arrived I drove over to get it but three boxes were damaged and had to be reordered- which set the date back 10 more days. When the new flooring arrived I drove over to ******* again only to wait for over another hour because Home Depot lost these three boxes of flooring. I had paid for Home Depot to install the flooring. When the installer showed up he was complaining about having to walk up stairs and having difficulty removing the carpet strips- he was looking for a way out. After laying on the ground for over an hour he said I think this floor might be asbestos so I'm done working here and you'll have to figure out the installation on your own. I had to hire another installer for $1,000 to complete the installation. The new installer found three more boxes of damaged flooring so another 10 days of delays. The new installer did encapsulated the floor and installed it. I had to pay for two moves, me and my family had to live on a relative's couch for weeks, and Home Depot does not feel it has any responsibility. This does not even include the many vacation hours I had to take and 3 extra trips to ******* that I had to make for Home Depot's errors.
Business Response
Date: 08/18/2023
August 18, 2023

Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

RE: ***************************/BBB Compliant # ********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Executive Escalation team reviewed the case and partnered with the stores manager. At this time, there was a refund process for the installation of the floors. We also offered the customer compensation, and ******************** accepted the offer.
If ***** should need any further assistance, please contact ***** at **************************
With that being said, we have addressed the customers concerns 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: ***********************
Reference: ********
Customer Answer
Date: 08/22/2023

Complaint: 20474702

I am rejecting this response because: The manager did not provide me nearly enough to compensate me for the nightmare they have put me through over the past couple of months and they were not apologetic for the way I was treated. I will say that the person in ******* who responded to my complaint is the first person since these issues started in May who actually responded when they said they would- she should transfer to the ******* ** store and teach them customer **********************. Anyway, I'm still out of pocket over $1,000 that Home Depot is refusing to pay and I don't feel that is fair or reasonable.

Sincerely,

***************************
Business Response
Date: 08/22/2023
August 22,2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

RE: ***************************/BBB Compliant # ********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Executive Escalation team reviewed the case and partnered with the stores manager. At this time,there was a refund process for the installation of the floors. We also offered the customer additional compensation, and ******************** accepted the offer.
If ***** should need any further assistance, please contact ***** at **************************
With that being said, we have addressed the customers concerns 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: ***********************
Reference: ********
Customer Answer
Date: 08/28/2023

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:08/15/2023
Type:Delivery Issues
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 Dryer May 19th. Order #WB46310538 Delivered May 24th. Noticed worsening noise with dryer drum and put in a warranty call July 28th. ******* came out August 15th and deemed the dryer not repairable due to damage behind the dryer and causing the drum to scrape. Told to contact home depot. Contacted home depot and they said too bad and I have 48 hours to report damage on unit. Damage on unit was impossible to see without the diagnosis from ******* service provider. Delivery person from home depot installed unit and all looked fine from an overall view from how he installedit, but the damage is behind the unit and unseen. Completely impossible to see damage without pulling the unit out. Delivery person never offered to show me entire unit or stated to look for damage. Damage was obviously covered up by home depot delivery person and now they refuse to give me a new unit.
Business Response
Date: 08/22/2023
August 22, 2023

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************

RE: ******** *** /BBB Compliant:20474554

Dear ***************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their defective dryer with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted regarding his defective dryer. The Online team has partner with the store management team for their partnership with a replacement and or return/refund for a new order to be placed. The store management team agreed to contact the customer to place a new order and set up delivery and pick up the old unit to return to the store. The customer is satisfied with the resolution. No further assistance is needed at this time.

With that being said,The Home Depot has addressed the customers concern and considers this matter closed.

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
P: ********************
F: ************
SF: # ********/Online ********
Initial Complaint
Date:08/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 08/05/23 I went into Home Depot and purchased a garage door which they had to order. I gave them my measurements and told them the type of door I wanted. He convinced me to let them come out and measure and install it. Total price for door and install was $1404.01 which I paid in full. I was ok with that and he said they would call and set up an appt to come measure. ****** came out 2 days later measured the opening and made the comment it would be an easy install since it was new construction. On 08/14//23 Home Depot called and said I needed to pay an additional $1100.00 for the door to get it ordered. I ask the associate why and he said because thats what the manufacture wanted to build the door. Now we are up to $2504.01 for the door. On 08/15/23 I went to Home Depot to discuss the price increase. Evidently the sales rep did not know what they were doing when they sold me the door. I talked to **** asst ******* first. I told him they needed to honor the original price or give me a cash refund since my Home Depot card was paid in full. At first he told me they did not have that much cash on hand. Then he went and got ****** a temporary *******. ****** told me they would have to mail me a check which would take 10 days. Then I would have to deposit the check and wait at least another 10 days before the funds were available. I needed the funds to go to a somewhere else to order a door. Now I will have to wait another 3 weeks to order a door because I am having to wait on my money. Very poor customer **********************. I spent alot of time on ordering and having to go back to try and get this mess straightened out. I feel a $300.00 store credit gift card for my time is appropriate.
Business Response
Date: 08/28/2023
August 28, 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 has contacted the customer and apologized for their inconvenience. We partnered with our store team to provide the customer with a full refund in the form of a check, as well as a Home Depot Gift Card for any inconvenience caused. 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: ************
SF Case #********
Customer Answer
Date: 09/11/2023

Original complaint # with BBB is ********.. The $300.00 settlement gift card was reached on **** 23. On **** -23 a settlement and release document was sent to me which I signed and sent back by email. I was told as soon as they receive it a gift card would be mailed out. On **** -23 I got an email stating they would be mailing it. I checked with the store several times and no one knows anything about it. On 8-28-23 I got another email stating it had been processed and mailed. On 8-31-23 I emailed Home Depot customer ********************** personnel again (****************) and informed her no one knows anything about it. She wrote back and tells me it has been mailed. On 9-5-23 I wrote her back and told her I would be filing another complaint. Home Depot case # is ********..
Business Response
Date: 09/14/2023
September 14, 2023

Attn: ***********************,Trade Practice Specialist
Customer Experience Specialist
********************** Serving Metro Atlanta,****** & Northeast *******
***************************************************************************************>** *****

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 has contacted the customer and apologized for their inconvenience. We partnered with our store team to provide the customer with a full refund in the form of a check, as well as a Home H323839*****530373836H Gift Card for any inconvenience caused. 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 H323839*****530373836H-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case #********
Customer Answer
Date: 09/15/2023

Complaint: 20474091

I am rejecting this response because:
I have contacted them by email about the gift card. Its been over a month now and all the responce I get is it's in the mail. Thank you.
Sincerely,

*************************
Business Response
Date: 09/19/2023
September 19, 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 has contacted the customer and apologized for their inconvenience. We partnered with our store team to provide the customer with a full refund in the form of a check, as well as a Home Depot Gift Card for any inconvenience caused. The customer has been informed his Home ********************** Gift Card is in transit and once it arrives to the store, the store management team will contact the customer that its ready for pickup. 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: 09/19/2023

Complaint: 20474091

I am rejecting this response because: I am rejecting because I still have not received the gift card. I checked with the store on 9-16-23. They would not let me speak with the manager. Young lady relayed the message that it was ordered on 9-5-23. It haa been 23 days since I was told it was in transit.Thats a long time to be in transit. They have gift cards in the local store.

Sincerely,

*************************
Initial Complaint
Date:08/15/2023
Type:Delivery Issues
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 been ordering lumber packages from Home Depot in ********** ** for over a year now. Here lately every order has been messed with missing lumber, wrong lumber or damaged lumber.Recently I purchased a lumber package and they failed to deliver $1800 worth of lumber to the job site as well as some of the lumber they delivered was in bad shape (warped, notched up, etc). I contacted the Home Depot I ordered the lumber package from, and they refuse to send out the lumber that was missing on the delivery ($1800.00 worth). With this going on it is starting to interfere with my company producing our docks for our customers. This is completely unacceptable. After spending nearly $100,000 with Home Depot just withing this year I will not be shopping there anymore. I understand mistakes happen when pulling orders but as a business owner myself I also know that you are to do what it takes to correct the mistake your company has made.
Business Response
Date: 08/18/2023
August 18, 2023

Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************

RE: ***********************/Complaint file # ********

Dear ***************************,

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 verified that the customer received his refund for the missing materials. In addition, The Home Depot offered compensation for the inconvenience, which the customer accepted. At this point, ********************** considers this matter to be 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 should you have any additional questions or concerns.

Sincerely,

*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********

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