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
- 11,851 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:08/14/2023
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: 33535658Initial 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 had scheduled a truck rental with Home Depot in the ************* store . The pickup time is August 10, 2023 12:30PM. And the reservation ID is *******. When I arrived at that time, they claimed they couldn't find my reservation. Even after showing them my confirmation text and email, they informed me that the truck I had booked was under repair. They kept examining my reservation text, making me wait an additional half hour. They then suggested I drive another 30 minutes to a different Home Depot location where a truck was supposedly available. But it wasn't just an inconvenience for me. I had arranged for a few others to assist with the move, and I had an appointment with a seller. My entire plan was disrupted. If they couldn't honor my reservation, the least they could have done was notify me in advance, but I received no such communication. This was my first time renting a truck from Home Depot, and it was a terrible experience.Business Response
Date: 08/24/2023
August 24, 2023
Sent Via Email
Attn:*****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta,****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Complaint#: 20465371
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, Bloomfield Home Depots Store Manager and Operations Assistant Manager reviewed the customers reservation details. Home Depot determined the truck was engaged in an accident with the customer who rented it before him; unfortunately, ********** submitted a reservation online before Home Depot could remove it from the rental inventory. The Store and Operations Assistant Managers explained all this to the customer via telephone on Monday,8/14/2023. Home Depot advised that we could not rent the truck to the customer without first ensuring it was road ready. Home Depot credited ********* his deposit for the truck rental on 8/10/2023 and provided an additional discount for a future purchase to compensate for the inconvenience.
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. If you have any questions, please feel free to contact me.
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.
Order Number: ********** Order 3 items says 2 shipped never received third item says still in transit please cancel the order and refundBusiness Response
Date: 08/25/2023
August 25, 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 ****** Team has refunded the customer for the missing item.
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: 08/28/2023
Complaint: 20465126
I am rejecting this response because: The refund was promised but not applied to the card issue is not resolved
Sincerely,
*************************Business Response
Date: 08/28/2023
August 28, 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. There was a glitch in the system which has now been resolved and the refund was issued. Please allow **** business days for the refund to post back on the customers account.
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: 08/31/2023
Complaint: 20465126
I am rejecting this response because: I have still not been refunded
Sincerely,
*************************Customer Answer
Date: 09/01/2023
*********************** M (******) 9:56?AM (4 hours ago)
to me
Thank you for your email.
I have checked on our end the refund looks like it is under process; please know it take **** business days depending on your financial institution.
And if the refund still does reflect on your end, I would encourage you to connect with your financial institution.
Thank you.
With warm regards,
**********
Executive Escalations
******************************************
The Home Depot ****** | ***********************************************************
www.homedepot.**Customer Answer
Date: 09/08/2023
Complaint: 20465126
I am rejecting this response because: Home Depot did not do their part and I still have not been refunded cred card said its up to Home Depot to issue the refund as guaranteed in writing
Sincerely,
*************************Business Response
Date: 09/15/2023
September 15, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************/ BBB Complaint # ********
Dear ********** ********** behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have checked our system and the refund shows as posted. The customer will need to connect with their financial institution.
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:08/14/2023
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.
Hello, I am contacting you to see if there is anyway I could get a refund or store credit for 2 perennial plants ordered last year under order WD97968885. Both plants did not make it throughout the winter, however I was unaware that Home Depot had a 1 year warranty on plants. I asked in a local store, however they stated they couldn't do anything. I understand this might be somewhat outside of your regular scope, but if you are able to do anything I'd appreciate it. I'd also like to mention that I am a pro member and that I spent around $2,500 this summer on home renovation projects, and I have more upcoming. Thank you for your help!Business Response
Date: 08/14/2023
August 14,2023
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 purchase.
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 # WD97968885. We provided the customer our plant policy including the one-year guarantee. At this time, we offered the 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 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: 33530431Initial 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.
On July 14th 2023 I went to this store to items. I was supposed to pick up 3 items from the store and the rest to be delivered to my address at ****************************************************************************. Order number is H4616-175597. The store gave me Black Folding Ear **** because the other two items were out of stock. The store promised to call me within a week to pick the two items which they never did. On July 20th 2023, I called the store to check on items and I was told the items were still not in stock. I later called customer ********************** on *********** to check on the items that were to be delivered to my house. I was told that some of the items have been delivered. I had not received a single item from this order. The lady advised me to open a lost package case with *** which I did copy attached. The next day I got a call from *** that items were delivered to a wrong address. On July 21 2023, I called customer ********************** again and informed them of delivery status. Customer ********************** refunded items that were to be delivered. According to customer ********************** items to be picked from the store could not be refund. I reordered the items and every single item has been delivered copy attached. Since July 22, 2023 I have called the store several times and spoken with about 5 different staff members including a supervisor - *****************. On one of the calls I was told somebody has picked up the items. I have not picked up the items. So who picked up the items without my ID? I have not been given the items or refunded the money. On August 3rd 2023, I reordered the items online and were delivered same day- copy attached. Please I would like the store to refund the money. Additionally, the store should arrange to pick two items which *** initially delivered to a wrong address. *** delivered them last month ending. Items are listed below.1. SKU ********** 2. SKU **********Business Response
Date: 08/18/2023
August 18, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: Nana *** /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 our stores manager. At this time, there was a refund processed to the customers original. Refunds typically ************** **** business days.
If Mr. *** 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: 08/23/2023
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,
Nana ***Initial Complaint
Date:08/13/2023
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 filed a complaint several months ago because my rebates were not coming to me on email, even though I would get emails saying the rebate was approved and I would get to my ******* email. After discussing the matter with a customer ********************** executive at Home Depot, she had the email changed to get the e-rebate certificates to my gmail account. However that is not working either. The contact I am working with at Home Depot manually sent me some rebate certificates to offset, but the situation has never been resolved. When I reached out to her last week, saying I just want my remaining rebates and then I would try and do my rebates by mail instead, she forwarded my issue to a ***** in the social media department who directed me to contact the Home Depot rebate phone desk to switch my profile to get only rebates via US mail, but it was a robot and I could not get a live person to make that change. So at a roadblock. At this point my ask is to get paid the open rebates I have on file 1031014205 $4.40, 7/12 received an email saying ecard coming, 1031692234 $4.40 7/19 email approved, have not gotten anything, and finally tracking number 1036186268 $2.20, submitted on 7/30 but not yet approved. Once these are paid, I can switch to do the mail route instead. I like Home Depot, but I cannot understand why I am having all of these issues with getting my rebates.Business Response
Date: 10/11/2023
October 11, 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 credit account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. The rebate team resolved the issue and the customer has not received his rebates.
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: 10/12/2023
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:08/13/2023
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.
For this specific item, Home Depot has a puzzling policy, or some incompetence, that make it impossible to purchase an item that it says is available both online and in stores. (1) I looked up the item online. (Internet #********* Model #HMPTH Store SKU #**********). (2) Home Depot's OWN ONLINE PAGE said that only a few were available in the ****** store. (3) I called the ****** store, gave the automated phone system the **** and HOME DEPOT'S OWN PHONE SYSTEM said that only a few were available in the ****** store. (4) I connected to a live agent, a woman, who said that only one was available. SHE REFUSED TO SELL ME THE AVAILABLE ITEM. She refused to do anything: ship it to me; ship it to the store for me to pick up; take my money and get me the item. (5) I then spoke to a floor clerk who was pleasant and helpful, and said that there was only one left, but did not seem to be able to get me that one item. -------- Why will Home Depot not hire someone who will sell me the item? Why does Home Depot refuse to take my money and send the item to me or my local store? Does an employee plan to take it free "because it didn't sell"? Is it incompetence? Is it deceit and underhandedness, false record-keeping, lousy web design, poor inter-store transfers, or incompetence? Home Depot has one item available, but will not take my money and ship that available item to my local store to pick up. I wish to file a complaint rather than a review, because a competent manager needs to know about this, and to act on it accordingly and appropriately.Business Response
Date: 08/14/2023
August 14,2023
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 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 a Husky paper towel holder. At this time, the item is no longer available, we offered the customer a gift card, and she 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: ********Customer Answer
Date: 08/16/2023
Better Business Bureau:
This was a fast and excellent response by the business. Home Depot took good care of it. I would like the business to know that it perhaps should not discontinue good items, especially items made in ***. And although this probably could not be changed, know that when all levels of management see "One item remaining" that has been so-called "clearanced out", whatever that means, that customers will wonder why Home Depot will not sell them that "one item remaining". They probably will think that an employee wants it for free "because it didn't sell". (While actually Home Depot could not, or would not, sell it.) Know that a customer wanted to pay money and purchase the item. But I appreciated the response and will search for other items.
Sincerely,
*************
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