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.
- 3,461 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have 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: ********Initial Complaint
Date:08/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased an ** dryer in ********* on 7/15/23. It was delivered on July 22, but was defective. On July 31, they delivered a replacement but it was also defective. We called and cancelled the order on July 31 and were told we'd have the refund in 3-5 business days. On August 7, we only had a partial refund, and were told again, it would be 3-5 business days. On August 8 they opened a ticket for investigation. On August 11, they again said 3-5 business days plus I would receive an email. It has been 12 business days since I cancelled the order, and 3 times promised the refund, but still no refund, and I also did not receive an email. The original order # is H2668-253277 for $1,063.58. On July 31, we got a refund of $109.46. They still owe us $954.12.Business Response
Date: 08/22/2023
August 22, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ********************* /BBB Compliant:20473578
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their refund not received 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 Executive Escalations team contacted regarding her cancelled order July 31st. ***************** advised the executive team that she was partially refunded and was owned the remaining balance. The online team submitted an IT support ticket to process the remaining refund back to the customer original form of payment. The executive team received an email from **************** advising she received her refund back to her card. 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:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a whirlpool washer, Model number WTW4955HW3, serial number ********* from Home ********************** in February 2023.From the day it was installed (March 2023) this washing machine bangs, jumps around and rocks left and right. S&S applicant came and replaced the springs and the hub, but the problem only became worst. Now if makes loud noises and rock around the floor. The machine is not useable at this time because it will not complete a cycle due to the banging and rocking on the floor.S&S Applicance came back and told me that 3 of4 corner welds are broken, and the bottom of the machine is badly scratched. S&S Applicance spoke to a whirlpool technician, and he recommended replacing the entire cabinet and for me to give it another try. This machine was a lemon from the date it was delivered (Mar 2023) and I hear by demand the whirlpool washing machine be replaced. Replacing the cabinet will not fix the fact that the motor on the bottom has heavy scratch marks and damage to the underside of the washer. The Whirlpool Customer ********************** person told me to demand a replacement from Home Depot, but this makes no sense to me.This washing machine has a one-year manufactures warranty and a 3-year extended warranty.I am unable to use the washer and have not received a single phone call from whirlpool customer care. I have made numerous online complaints with the whirlpool customer ********************** department.I have made numerous calls and visits to Home Depot in hopes of getting this resolved to no avail. I hear by demand the whirlpool washing machine be replaced.Sincerely ************************* **********Business Response
Date: 08/25/2023
August 25, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***********************/ BBB Case #: 20472325
Dear **************:
We acknowledge the receipt of the BBB Case #: 20472325.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Executive Online Executive Team. The customer has an active claim with Whirlpool from August 10th. The customer has received all parts except for a cabinet. Service repair is scheduled for August 31, 2023
With that being said, this matter is still being monitored and in progress until the service visit has been completed.
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: 08/25/2023
Complaint: 20472325
I am rejecting this response because:The washer is not being fixed. There is still significant damage to the underside of the washer. ********* has large scratches and damage. My water heater is also damaged, and the dryer has been dented by the rocking, and permanently unbalanced washing machine. S&S Applicance has not made their arrival time known to me for the 31 Aug 23.
S&S Applicance will install the parts and leave. The washing machine needs to be fully checked out and prove to me that the same issue will not continue as it has for the last month or more.
All damage to the washer caused by this permanently unbalanced condition needs to be fixed by ********************* and Home Depot.
*************************
Sincerely,
***********************Business Response
Date: 08/31/2023
August 31, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***********************/ BBB Case #: 20472325
Dear **************:
We acknowledge the receipt of the rebuttal for BBB Case #: 20472325.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to the BBB rebuttal. The Online Executive Escalation Team partnered with S&S Appliance to schedule a service date with the customer. They attempted to reach the customer via phone and had to leave a voice message. The service call has been rescheduled to September 7, 2023.
With that being said, this matter is still being monitored and in progress until completion of the installation.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter-Executive Escalations
SF Case #: ********Initial Complaint
Date:08/15/2023
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.
My card was compromised. ********* stated that there was a 4/11/23 purchase that did not occur. Ive escalated the matter twice, final result being my card HD account was closed. Unfortunately, ** still receiving notifications that my account is overdue.Business Response
Date: 08/16/2023
August 16, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************/ BBB Case # ********
Dear **************:
We acknowledge the receipt of BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (South Dakota), NA, is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. After the review and investigation by ********, ************************* will receive a response directly from them.
Please know it is The Home Depots goal to satisfy all of our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
**************
Executive Escalations
Phone: ***********************
Reference Number: 33552106Initial Complaint
Date:08/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Wednesday, July 23, at approximately **** hours at the Home Depot at ************************************************************************** loss prevention employee ************************************ falsely accused me of stealing an ** air conditioner. I was walking towards the gardening section of the store as it was located outside of the store to buy some soil for my garden as ********* violently pushed me and verbally assault me and asked that I immediately go with him or else. Since ********* had no uniform, no name tag or anything to identify him as a store employee, I asked what was going on and he said I was planning on stealing. I quickly explained I was going to buy some soil that was located outside and showed him multiple Home Depot credit cards I owned, and explained how I had a relationship with a lot of the staff there being that in the past year alone, I have spend over $35,000 shopping in this store alone. (I have all of my receipts to prove this) I tried to explain to ********* that this was a misunderstanding and that he was going overboard, I calmly showed him everything he asked of me and he continued to verbally assault me by calling me names, profiling me based on my race, saying I couldn't afford to shop there, that I looked as if I was on drugs and asking why was I buying soil if I did not look like I could own a home. ********* cornered me into a small room and forced me to sign documents I did not even look at as I was intimidated by three store employees cornering me telling me I had to sign or else. Again, I calmly said non of this was necessary and asked if I could just buy what I needed and be on my way. Instead, ********* pressed charges against me and only showed the police officers a video that did not show when I was assaulted and did not show when I clearly pointed where I was going and that my credit card was in my hand. The officer arrested me and after reviewing more information about what happened, advised me to file a complaint and press charges.Business Response
Date: 09/25/2023
September 25, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ******************* / BBB Case # ********:
Dear ****************:
We acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. We partnered with the Store Manager as well as the Asset Protection Manager, who determined that there was a legitimate shoplifting attempt made after viewing the video footage. The customer voluntarily signed a statement and trespass notice based on observations of their behavior during a store visit. The Asset Protection Manager advised that this case will be resolved through the court system.
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 #: 33583341Customer Answer
Date: 10/03/2023
Complaint: 20466363
I am rejecting this response because, there was no shoplifting involved or intent to shoplift. I was entering a different part of the store to continue shopping as a very unstable loan prevention officer by the name of *********************************** assaulted me and forced and harassed me into signing documents. ********************************* was extremely hostile and I honestly felt extremely scared given his aggressive manner, he said if I signed whatever documents he gave me I could continue my purchase and leave. Instead he contacted the police and refused to show them the portion of the video in which he assaulted me both physically and verbally. In addition, ************************************ has multiple Driving while under the influence charges on his record, as well as an assault charge which clearly proves his aggressive nature and recklessness. He was also denied entry into the Trenton **** department academy for falsifying document about his residence. All of this information is public my attorney provided all of this information, also simple search on ** municipal courts online portal shows all of this as well. Given these facts, this is not someone whose opinion or professional guidance should be taken into consideration. As a loyal Home Depot customer ( with receipts totaling over ******) I am outraged at the attempt to tarnish my perfect criminal and it is even more upsetting that the Home Depot would hire someone such as ************************************ with multiple DWI, and assault convictions. I hope my complaints are taken into consideration and further action is taken on your behalf. I look forward to your response.
Sincerely,
*******************Initial Complaint
Date:08/15/2023
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.
Worst experience ever wirh home depot bought AC unit Lenox with home depot in 08/31/2016, they sent a company for the installation called solar bear. My contract document said the unit warranty is 10 years. My AC unit is broken with leaking on the coil and nobody wants to respond to the repair apparently the installer company never registered the warranty with ************** and they sold the company to air pro , also called home depot and they said they are not responsible and I did my business with home depot signed the contract with home depot . My contract said 10 years of warranty paid **** dollars to home depot using home depot credit card and now nobody wants to be responsible for the equipment. This is unacceptable.Business Response
Date: 09/12/2023
September 12, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & 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. Our District Services Management team has partnered with us to provide the customer with a complete refund, the customer has confirmed their satisfaction with the outcome. 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 #********Initial Complaint
Date:08/15/2023
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.
Hi, The complain is against Home Depot in **************************************** in ***********. **. We bought a home in *********** recently and paid a refregistrator on 07/24/23 at Home Depot. The delivery was scheduled but did not show up later , we called and the store told us since we did not pay off therefore they didnt deliver. Since after the purchasing we already went back to *****, we asked a friend to bring the receipt to store and store admitted this is a system bug and promised to deliver on 8th, then postponed to 14th. Now still telling us they dont know how to fix the bug. The manager promised to reach to us, never did with. Our receipt # is H3008-259224, which is also attached here. Please help me to let them have the refrigerator delivered as soon as possible. You can reach us either **************** or ************************ or ********** or **********. Thanks! MouyongBusiness Response
Date: 08/17/2023
August 17, 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 local offered a floor model 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: ********Initial Complaint
Date:08/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/22/21, I received an email from Home Depot inviting me to renew the service plan for my washing machine. Trusting in the process they outlined, I promptly completed the renewal online(Contract# ACC0095709880). However, when I contacted Home Depot's customer ********************** on 8/**/2023 regarding an issue with the machine, I was informed that the renewed service plan was not updated in their system. More puzzlingly, the representative indicated that I should have phoned them to manually update the system, even though I renewed it through the online process and there was no such directive in the email I received.Furthermore, I was informed that it would take an additional 2 days just to update their system with the contract information. Only after this would they schedule a day for a technician to examine the washing machine. When I sought clarity on how long this entire process would take, considering the inconvenience and delay already experienced, I was met with the unsettling response that there was "no definite answer to tell now."This oversight, paired with the ambiguous timeline for resolution, is both perplexing and immensely inconvenient. The online renewal process was presented to me as a straightforward and efficient option. The lack of service, the miscommunication around the renewal, and the indeterminate wait time are in ***** contrast to the assurances provided during both the initial purchase and the renewal process.Business Response
Date: 08/23/2023
August 22, 2023
Attn:*****************;
Customer Experience Specialist
Better Business Bureau
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 theirpurchase 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 concerns have been forwarded to the Online Executive Escalations team to further assist. However, our Online Executive Escalations team reports that despite several attempts with in last two weeks to contact the customer via phone and e-mail have been unanswered by the customer.
As the customer has not responded or replied we are assuming this mater is resolved,please close the complaint.
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,
******* Head
Executive Escalations Representative
Office:***********************
Reference Number: ********Initial Complaint
Date:08/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a washer/dryer on 5/27/2023 at the store. I never recieved either and was only refunded for half of my purchase.Business Response
Date: 08/18/2023
August 18, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ****************************************** / BBB Case #: 20470637
Dear **************:
We acknowledge the receipt of the BBB Case #: 20470637.
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 on 8/17/2023 to advise their refund had successfully processed back to their original payment method and to allow 5-7 business days for the credit to reflect.
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:08/15/2023
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.
We purchased 18 eight-foot tall stained, knotty alder doors from Home Depot through their vendor, Krosswood Doors; two (2) exterior doors at $4179.68, and sixteen (16) interior doors/closet doors at $10,126.91, for a total of $14, ****** spent at Home Depot. Five of the 16 interior doors were created for 2x4 size door jambs, instead of 2x6 door jambs. We disputed with Home Depot. ********* refused to take the five interior doors back and exchange the door jambs for 2x6, even though the manufacturer is in ******, *******, and we live 2 hours away. We offered to drive the doors to them for free, but they refused. Instead, ********* offered 5 new, disassembled 2x6 door jambs. When they arrived, the jambs were not stained, the wood was not straight, and the quality was so bad that they inserted black **epoxy into the knotty holes to fill the void. It felt like this wood came from a discarded wood pile. A second set of 2x6 door jambs were promised, but we were asked to wait one month(!). This time they were straight and stained. However, Krosswood had manufactured door jambs for **exterior doors instead of interior doors, which require weather-stripping! They were useless! Furthermore, ALL 18 doors were transported on their side, instead of kept vertical or flat. ALL 18 doors, including some or all the upper and lower panels shifted by gravity while lying on their side during transport. Due to road travel, the panels shifted sideways (or downward during travel), as the panels were not glued in place. This caused the panels to shimmy down and exposed raw wood on both sides of the doors! Our exterior door panel moved so much, **SUNLIGHT was coming through the opening of the door panel! We could wait no longer. We purchased wood from another vendor, custom matched the stain, and clear coated the doors and new jambs. The entire process was costly, incurring additional labor, travel expenses, and purchase of new material to the tune of $5826.18. Home Depot offered 1K.Business Response
Date: 08/17/2023
August 17, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 H0459-205686 and H0459-203412 for exterior and interior doors, respectively.
The Home Depot has reviewed this case and reached out to all parties involved. We partnered with our merchant team and store leadership. Our merchants reviewed the case with the vendor, who agreed to offer the customer compensation. Our store leadership supported the vendor's efforts by providing the remaining funds asked in the counteroffer. 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#: 32875593Customer Answer
Date: 08/17/2023
We very much appreciate the timely response from ***************** at Home Depot, but wish to wait to close out this complaint until the vendor, Krosswood/********** and Home Depot have reimbursed us in full. We acknowledge that Home Depot has not closed this out until we are completely satisfied, but because the vendor (Krosswood/**********) has caused us delays in the past, we want to make sure they timely complete their promise of reimbursement to us. At the time we are refunded by both Home Depot (credit back to our credit card), and cashed a check from Krosswood/**********, we would be happy to close the BBB cases.
Thank you,
***** and *************************
Business Response
Date: 09/12/2023
September 12, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************
RE: *********************/ BBB Complaint # ********
Dear ******,
We acknowledge the receipt of a rebuttal for BBB Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding order H0459-205686 and H0459-203412 for exterior and interior doors, respectively.
The Home Depot has reviewed this case and reached out to all parties involved. As previously stated, we partnered with our merchant team and store leadership. Our merchants reviewed the case with the vendor, who agreed to offer the customer compensation. Our store leadership supported the vendor's efforts by providing the remaining funds asked in the counteroffer. As of 8/28/2023 the customer received the check from Krosswood Doors and deposited it. They also confirmed they received a credit to their credit card from Home Depot on 08/23/2023. 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#: 32875593Customer 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.
Sincerely,
*********************
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