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
- 11,868 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.
Ordered and paid for a refrigerator on August 7 2023, was scheduled for delivery and install on Aug 11th. was told never received the product from manufacture, got a texted message that they received and rescheduled for Aug 12th (my uncles funeral) NEVER showed. I went to the store, I was told at the end of the day my refrigerator was on the truck. Rescheduled for Aug 15th. Meanwhile my old one is leaking water. Today Aug 14, they never received the refrigerator from the manufacture. I canceled order and found an appliance dealer that has it in stock and can be installed on Aug 17th. However, I need the refund from Home Depot to purchase, my check has already cleared the bank.
Business Response
Date: 08/18/2023
August 18, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *********************** /BBB Case #: 20470051
Dear **************:
We acknowledge the receipt of the BBB Case #: 20470051.
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 via phone/email to no avail.The team then partnered with ***************** who advised the customer's order had been cancelled on 8/15/2023 and that a check would be issued to the customer.
With that said, ********************** 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. ********Customer Answer
Date: 08/19/2023
Complaint: 20470051
I am rejecting this response because:
I have yet to receive my refund, I'm dealing with a leaking refrigerator that has already collapsed my basement ceiling and is damaging my kitchen floor.
Sincerely,
***********************Business Response
Date: 08/25/2023
August 25, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *********************** /BBB Case #: 20470051
Dear **************:
We acknowledge the receipt of the BBB Case #: 20470051.
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 8/24/2023 to advise their check was issued on 8/15/2023 and can take up to (2) weeks to arrive.
With that being said, The Home Depot is in the process of addressing our customer's concerns.
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.
I ordered an appliance package on 6/24 for delivery 7/20. All my appliances were delivered except for my refrigerator. Since 7/20 I have had to call over 15 times to get an update and my appliances continues to be lost. Home Depot charged me for the purchase on 6/24 however I continue to not be provided the product I ordered and no eta has been provided.Business Response
Date: 08/28/2023
8/28/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
RE: ********************************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive assigned to our customers case, partnered with GE regarding our customers appliance, we were able to schedule the delivery for 10/6/2023, we will advise our customer if we are able to obtain a sooner delivery date. Our customer was provided with a gift card to purchase a mini refrigerate until her appliance is delivered. The agent will follow up with our customer on 9/1 to advise if a sooner delivery date becomes available.
With that being said, the Home Depot is in the process of addressing this matter.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 09/01/2023
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: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.
HomeDepot case#******** Traffic master vinyl plank flooring - 36 boxes Distributed by Home Depot, *************************************************** Product info: Store SKU ************ Moonstone 3x36 ridged core vinyl planking.Cost of all materials and labor for this job.Flooring - $1742.25 Cove Base - $128.75 Labor - $2724.35 Total : $4,595.35 for flooring & installed.Jan 203, A Claim was put in to the Home Depot to ****************, ********** ** *****. Tel:************. ********************* handle d claim.Come to find out in April 2023 claim was sent to wrong place.A New claim was sent to MSI Claims, whos has asked for more ********************** which was sent to them.There is trail of emails of most of the communication with MSI and Home Depot *************) June 203-****** at MSI said he would get back to me, since the all communication about this claim as stop they do not answer the phone or any emails.Home Depot also said they could not get in touch with them and they would follow up and get back to me. I have not been getting a any response from Home Depot which the they said they would follow and get others to help with this.On 7/6/23 I called the Home Depot ************ and asked to speak with **************************** said she was off. They connected me ** the supervisor who said he knows nothing about this claim, He said he would get back to me, He said he was waiting for ********* to come back lunch to follow (1:30 pm) 3:30 pm ** said he would follow up with ******************* the installer, next week to locate the invoice in the system.** said they need a copy of the invoice 7/10/23 Rich the installer send a Copy of the invoice was send to HomeDepot.Flooring purchase by installer: ***************** Floor Guy *************), *************************** Customer Me: ********************************* ************, ******************** 7/17/23 contacting HomeDepot Office ************, option(6), Then option (5)Spoke with ****** She said that someone from Home Depot Management would contract me by next Friday 7/21/23.7/23/23 ******************* came examine the damaged floor broads & took pictures.*************) ************************ 7/27/23 So Far no one from Home Depot Management has contracted me.8/13/123 Im asking that you take another look at at this claim, due to the poor response from the beginning (January 2023).These are pictures of the day and the day after the floor was installed, which you did not have or ask for. And pictures to show that the flooring was picked up!As for the reason to picking up the floor is because it became a safety hazard just getting worse by the day it was picked up in may 2023, due to very little communication to addressing this claim and sending some one out.The claim was started January 2023 with no response and then told it was send to the wrong place in April and then send Again in April . If more pictures are needed and your ********************** can visit ************************************************* to prove the floor was picked up before 8/18/23.Total Refund for flooring $2015.30Business Response
Date: 08/15/2023
August 15, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
RE: *********************************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, there was an inspection done by a 3rd party inspector who concluded that he could not determine if the flooring was pulled up entirely as the inspector was given the address of the customers home, not where the business where the flooring was installed. Inspector noted that there would be no way to prove that the customer took up all the flooring, unless there is a physical appearance at the location the flooring had been installed. Inspector also noted that the customers installer is to check materials before install, because once it is installed, it is acceptable to the customer.
Please know that it is *********************** goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
******************
Executive Escalations Representative
Office:***********************
Reference Number: ********Customer Answer
Date: 08/16/2023
Complaint: 20469428
I am rejecting this response because:
Sincerely,
*********************************Business Response
Date: 08/23/2023
August 23, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
RE: *********************************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, there was an inspection done by a 3rd party inspector who concluded that he could not determine if the flooring was pulled up entirely as the inspector was given the address of the customers home, not where the business where the flooring was installed. Inspector noted that there would be no way to prove that the customer took up all the flooring, unless there is a physical appearance at the location the flooring had been installed. Inspector also noted that the customers installer is to check materials before install, because once it is installed, it is acceptable to the customer.
Please know that it is *********************** goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
******************
Executive Escalations Representative
Office:***********************
Reference Number: ********Customer Answer
Date: 08/23/2023
Complaint: 20469428
I am rejecting this response because:
I have the documents to probe the floor was put down, the flooring is bad and the flooring was removed. Plus that the claim was missed handled. If rejected again Ill just go through small claims court
Sincerely,
*********************************Business Response
Date: 09/01/2023
September 1,2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
RE: *********************************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, there was an inspection done by a 3rd party inspector who concluded that he could not determine if the flooring was pulled up entirely as the inspector was given the address of the customers home, not where the business where the flooring was installed. Inspector noted that there would be no way to prove that the customer took up all the flooring, unless there is a physical appearance at the location the flooring had been installed. Inspector also noted that the customers installer is to check materials before install, because once it is installed, it is acceptable to the customer.
Please know that it is *********************** goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
******************
Executive Escalations Representative
Office:***********************
Reference Number: ********Customer Answer
Date: 09/01/2023
Complaint: 20469428
I am rejecting this response because:
see you in court
Sincerely,
*********************************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 received a $50 gift card for Christmas. My husband tried to use it in-store on April 27th, but the cashier wasn't able. The adhesives that hold the gift card to the cardboard sleeve melted and obscured some of the parts.He took it to customer ********************** and an employee tried to help make the *** # visible by pulling back the film over the card number. It didn't help, since no *** # seemed to be printed there at all. A manager was called, and said that if theres no ***, the card cant be used. I provided the card number (**** ****** ****** *******) to customer support and they stated there was a $0 balance. We were never able to use the card (since it didn't have a *** printed and the store wouldn't accept it), so it certainly wasn't us. I escalated and spoke to ***** in customer support. They verified that the balance was used for 2 online purchases in Nov. This was before we even received the card (which came seemingly untouched in its cardboard sleeve) as a gift in Dec. I provided the email addresses and phone #s of my parents (who purchased the card) and ***** confirmed that they did not make the purchases either. Since the balance was spent before we received the card, and the purchasers of the card also did not use it, I'm led to believe it was gift card fraud. I was told that I had reached the top of support and nothing further could be done. After escalating to 5 different people, Im at a standstill b/c my mother didnt keep a receipt from Dec. and likely paid for the card in cash. But my parents are still out $50. I don't think it is unreasonable to re-issue this amount in a working gift card, given the information provided. I can only assume this occurred before my mother purchased the card or is part of some other, overarching issue where gift card numbers are being compromised remotely. HD is unable to provide the name/address of the person who DID use the card online, which would undoubtedly prove that were victims of fraud and clear all this up.Business Response
Date: 08/22/2023
August 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
Re: *********************** / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her gift card.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ************ regarding her gift card. Our customer has had her gift card replaced as a customer ***************************************************** 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 08/22/2023
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:08/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought bags of concrete from home depot and a couple of guys helped load them into my black inside and out infinity. I laid plastic in the back before any was loaded. When there was no more room I said to put the remaining bag in the front seat but stated I want to lay plastic before. The guy I was speaking to looked me in the eyes and blatantly threw a bag of concrete in my front seat. The bag busted and the whole inside of my car was now ************. I called a manager out and show him what happened. The managers answer to the complaint was to bring a small hand broom and a rag to dust the car out. I asked him why he was doing it and why wasn't the guy who did it responsible and are they going to keep working someone like that. He really didn't have any answer for me. I was angry and drove straight to the detail place to have taken care of. Unfortunately I do not have any pictures I was just wasn't thinking clearly at that point. It cost almost $300 to have my car cleaned. Whether they return my money or not still wanted this to be on record.Business Response
Date: 08/15/2023
August 15, 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 regarding their recent store experience.
Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Executive Escalations team called and spoke with **** regarding her store experience, documented this experience, and will use this as we work to improve. We offered our valued customer compensation, and ****************** accepted the offer.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Reference: 33541146Initial Complaint
Date:08/14/2023
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.
Order # WG36717139 placed online with Home Depot on June 30, 2023. It was for a whirlpool front loading washer which was found damaged significantly upon delivery. After negotiation for replacement parts or discount for damage a decision was made to accept a replacement instead with a delivery date scheduled shortly thereafter. I took off work based on agreed date with understanding the delivery service would call before arrival. Sat at home all day and no call and no show by delivery service. We called and was told it would not be available until 8.14.2023. We call the week prior to the expected date and rescheduled for Saturday august 18th. Again we were told they would call on Friday first then Saturday prior to delivery. I was leaving for work Monday when a delivery van pulled into my drive with the washer. Told them they could leave it and pick up old Saturday but refused. Attempts to resolve with Home Depot and whirlpool (both on call for delivery schedule) but now they say We must bring it to store for replacement which is not feasible as well as expensive to do being over and hour from nearest Home Depot. No one will is willing to talk to me at local store and online store says it is a store issue even though it was purchased online and not at any particular store. I was told I must bring the unit back in spite of purchasing online and having delivered and being set up for delivery more than once. I have no way of doing that and feel am being treated in a retaliation for voicing my concerns and frustrations and expecting it be made right.Business Response
Date: 08/17/2023
August 17, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *************************/ BBB Case #: 20467013
Dear **************:
We acknowledge the receipt of the BBB Case #: 20467013
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 resolution. We have partnered with the Online Executive Team and were advised that the delivery team informed deliveries within the customer area are done only on Mondays.
Our team contacted ****************** and advised him that his delivery date is scheduled for 8/21/2023.
With that being said, we are in the process of addressing our customer's complaint, and we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********Customer Answer
Date: 08/17/2023
Complaint: 20467013
I am rejecting this response because:
In addition to handling the delivery we wish to discuss adjustments for the trouble. We have been offered previously to be compensated for all of the trouble and wish to confirm those details as well as further discuss the issues leading up to our bad experiences so as to prevent this from occurring again. We were effectively shut out of that due to their handling of the issues surrounding purchase and delivery.Sincerely,
*************************Business Response
Date: 08/24/2023
August 24, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: ************************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online resolutions team has closely worked on this matter. They have advised that the customer received the order on August 23, 2023. Unfortunately, the unit was found to be defective and was promptly picked up on the same day.Following the return, a refund has been processed, and should be received within the next 3 to 5 business days.With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers'patronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# *******Customer Answer
Date: 08/31/2023
Complaint: 20467013
I am rejecting this response because:I have not yet received a refund
Sincerely,
*************************Business Response
Date: 09/14/2023
September 14, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online resolutions team has closely worked on this matter. They have advised that the customer received the order on 9/11/2023. Our team offered the customer compensation of $300.00 and is currently awaiting a response.
With that being said, we are in the process of addressing our customer's complaint, and we now consider this case closed.
Its The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# *******Initial Complaint
Date:08/14/2023
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.
Ordered appliances on 7/10/23 and delivery was scheduled 7/28/23 order number WG37540027. Driver did not call when contractor was not at the house. Rescheduled delivery for 8/1/23 but HD called and rescheduled for 8/2/23, and called again and stated the earlier they could deliver is 8/8/23 with a guarantee delivery. Called the morning of the delivery and a delivery window was provided but no delivery occurred and was told the items were not on the trucks and was rescheduled to 8/14/23 with another guarantee that it would be delivered. When I called on 8/14/23 I was told that the items were not on the truck again and now Im rescheduled for 8/15/23. I mentioned to HD on multiple occasions that i have contractors that will be leaving my house for other jobs by end of day 8/15/23 and every time I get a guarantee with no actual delivery.Business Response
Date: 09/11/2023
September 11, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 recent purchase. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Escalation team reviewed the case and agreed to reimburse ******* for all charges from the third-party company of his choice. The check was processed on September 4, 2023,with an ETA of 21 business days. .
If there is any further assistance needed, 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: ********Business Response
Date: 09/11/2023
September 11, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 recent purchase. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Escalation team reviewed the case and agreed to reimburse ******* for all charges from the third-party company of his choice. The check was processed on September 4, 2023,with an ETA of 21 business days. .
If there is any further assistance needed, 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: ********Business Response
Date: 09/11/2023
September 11, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 recent purchase. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Escalation team reviewed the case and agreed to reimburse ******* for all charges from the third-party company of his choice. The check was processed on September 4, 2023,with an ETA of 21 business days. .
If there is any further assistance needed, 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: 09/12/2023
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:08/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my deep dissatisfaction with the service I have received from Home Depot associates over the past few months (June 14- August 11). My interactions have been marked by consistent unprofessional conduct, including dishonesty, disrespect, and a lack of accountability.I have faced situations where associates provided false information, deliberately kept me on hold for extended periods to wear me down, hung up the phone abruptly, and displayed a general disregard for customer concerns. Their refusal to provide their last names or identification numbers further demonstrates their unwillingness to take responsibility for their actions. This lack of transparency and professionalism raises concerns about the quality of training and oversight that Home Depot provides to its employees.Furthermore, I am extremely disappointed with the associates' inability to deliver and install appliances that I purchased from Home Depot. Despite waiting for two months, there has been no progress or resolution in sight. This level of incompetence has resulted in significant inconvenience and financial loss on my part. The installation company has displayed what seems to be an intentional reluctance to complete the installation process and avoid getting the job done. This is not only disappointing but also reflects poorly on Home Depot's commitment to customer satisfaction.It is disheartening to experience such poor service from a company that I believed to be reputable. The conduct of these associates reflects negatively on Home Depot as a whole and has greatly harmed my trust in the brand. I urge them to investigate these matters and address the need for improved training, accountability, and customer ********************** standards among Home Depot associates.I hope that Home Depot will take these concerns seriously and address the issues with the installation company in ***********, ** area. I believe in the brand's reputation for quality service and accountability.Business Response
Date: 08/15/2023
August 15, 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 regarding their online experience.
Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Executive Escalations team called and spoke with ***** regarding order #WM42413159. We acknowledged our valued customers dissatisfaction and will use this feedback as a coaching opportunity as we work to improve.
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: 33541137Initial Complaint
Date:08/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depot is Deplorable, Deceptive, and Unscrupulous.I purchased an Adjustable Metal Bed Frame at homedepot.com Order number WJ37224878 at the time of purchase.The website clearly states ************ Returns In Store or Online Return this item within 30 days of purchase."I tried to initiate a return online, however, it stated that I needed to call customer **************************** was a hold time of 40 minutes.I spoke to a representative who was disrespectful and sassy, first pretending not to see the order in the system, then stating that I couldn't return it online.I asked her to place her supervisor (***) on the phone several times, she was hesitant to do so when the supervisor got on the phone, the behavior was much of the same,first she stated *** could pick it up but then she came back to the phone saying that I had to return it to the store. I asked her why, when it clearly stated at the time of purchase that it was easy return. She said HomeDepot is unable to list all of the things that you can't ship back.Then why do you have easy return online or in store? She stated again because they're unable to list everything, Ignoring the fact that the item arrived with two missing wheels.It is unfair that the customer has the burden of returning it to the store, especially because Covid is still prevalent.I don't believe that many customers are aware of this undisclosed policy.Home depot is NOT transparent. And just as a customer said before, their customer ********************** is highly unprofessional and deplorable.Business Response
Date: 08/24/2023
August 24, 2023
Sent Via Email
Attn:*****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******,****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE:******* **/ BBB Complaint#: 20465489
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the complaint, the Online Executive Escalations team attempted to contact the customer via telephone/voicemail/email on 8/14/2023 & 8/15/2023. On 8/15/2023, the customer returned communication. The customer shared they were experiencing payment failure issues when trying to place an online order, explained they received an item missing parts, and requested a full refund/return. The customers issues/concerns were escalated to the Online Investigations team.Currently, Online Executive Escalations awaits a determination from Online Investigations regarding the customers complaint.
Should the customer require additional assistance,please recommend they contact the online agent managing their case, *******, at *************************.
With that said, we are addressing the customers concern and will continue to monitor the issue until we consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Phone: **********************
Fax: ************
Reference # ********Customer Answer
Date: 09/01/2023
Complaint: 20465489
I am rejecting this response because: first of all my name is not **************, therefore, I doubt the apology is sincere.Home Depot has an issue with systematic racism and consumer profiling.
I am still waiting for the refund.
Thank you to the Better Business Bureau for handling this complaint, if not for this company, I would have never received the service I was ***********.
Sincerely,
******* **Business Response
Date: 09/05/2023
September 5, 2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******,****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******* **/ BBB Complaint#: 20465489
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the complaint, the Online Executive Escalations team attempted to contact the customer via telephone/voicemail/email on 8/14/2023 & 8/15/2023. On 8/15/2023, the customer returned communication. The customer shared they were experiencing payment failure issues when trying to place an online order,explained they received an item missing parts, and requested a full refund/return. The customers issues/concerns were escalated to the Online Investigations team. Currently, Online Executive Escalations awaits a determination from Online Investigations regarding the customers complaint.
Should the customer require additional assistance,please recommend they contact the online agent managing their case, *******, at *************************.
UPDATE: As noted by the customer, *********************** agency response is addressed/directed to **************, the BBB contact who forwarded the customers complaint; Home Depot directs all responses to agency complaints to the agency representative, not the customer. Since 8/24/2023, the Online Executive Escalations team has communicated updates with the customer via telephone/voicemail/email. In an email on Monday, 8/28/2023, Home Depot advised the customer that Online Investigations lifted the restriction and offered return options. The customer requested an electronic label to print/return the products to a *** facility. On Monday, 8/28/2023, Home Depot processed the return, provided an electronic *** label, and submitted an account deletion per the customers request. Home Depot advised that account deletion may take ***** hours after requested.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Phone: **********************
Fax: ************
Reference # ********Initial Complaint
Date:08/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depot advertise quick delivery whish is a Lie Order a Refrigerator on 8 August order # H4612-274975 Was told to call and it may be delivered by Saturday 12 August because I stated that I couldnt wait till the 14 of August which it was scheduled for!I called and was told that there was nothing they could do and my delivery would be on the 14 of August. I get a get a Text on Monday stating that my delivery will not be until 14 August between 01:30pm -0530pm! THIS IS TOTALLY SATISFACTORY I have a Flight at 4pm on that day Home Depot Advertise quick Delivery this is untrue and should be removed from their advertisements.***************Business Response
Date: 08/15/2023
August 15, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On 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 reviewed this case and reached out to all parties involved. The Home Depot Online Escalations Team has reached out to the customer to address her concerns. **************** was apologized to for the false information provided regarding the ability to receive faster delivery. The feedback was submitted to the store for follow up and for leadership to address and train the associates going forward. No further action is needed.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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
Case: 33535658
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