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:08/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an online order on Home Depot.com on August 13, 2023. I ordered 2 Everbilt white hanging shoe organizers. I was charged $8.99 for delivery. Each organizer cost $18.98. The total cost was $51.12. I paid the total cost with a Home Depot e-gift card. I refused the deiivery because 1. One of the organizers was open and 2. I was advised by a store representative in *******, whom I could barely understand, that I had to refuse the entire order. In addition both organizers were grey, not white. A supervisor from the ******* store, ***, said she could not process my refund. Home Depot.com refused to issue my refund. I spoke with multiple people in the last 5 hours and they all refused to take responsibility for refunding the $51.12 for my order. The homedepot.com representatives, with whom I spoke and texted, said I had to travel to ******* or College Point, places where I have never been and do not go, to receive a store credit. They insisted that I had placed a store order, even though I did not place this order in a store. I had no idea my order would be fulfilled in *******. I am a senior. I am not completely home bound, but what if I were? I havent been to very many stores since the Covid pandemic first began in 2020. HomeDepot.com will be guilty of theft, if I cant get to a store. I should not have to be further inconvenienced by having to travel to a store to receive a refund for an order which I placed online. I should not have to travel to a strange neighborhood. I dont have a car. I just wasted 5 hours trying to get my refund without success. Now I do not have the merchandise or my money. I am being told I have to travel to an unknown store to obtain store credit for my online order. I paid with an e-gift card. I am *********** receive my refund back on an e-gift card. This is a fraudulent and misleading transaction by HomeDepot.com. They took my money online but have refused to issue a refund online. I want a refund check mailed to me immediately.
Business Response
Date: 09/12/2023
September 12, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *******************************/BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent delivery with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalation team called and spoke with our customer regarding order #**********. At this time, we have processed a refund and mailed our customer a check. We asked **************** to please allow 21 days for delivery.
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 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: 09/13/2023
Complaint: 20463825
I am rejecting this response because:I accept the businesss apology and I received the refund check. However my email conversations with **************** have been unsatisfactory. It seems that Home Depot did not follow their own return policy in this situation. I have not received an accommodation for the **** hours of my valuable time which I lost dealing with this matter. In addition **************** informed me that there is some kind of restriction placed on my account which will prevent me from shopping on HomeDepot.com in the future. **************** has not answered most of my e-mails concerning this restriction, but rather has left me hanging and upset and frustrated. I believe this restriction is unfair and unjustified. I dont think I was treated fairly in the situation which is the subject of this complaint.
Sincerely,
******************************Business Response
Date: 09/20/2023
September 19, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *******************************/BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent delivery with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalation team called and spoke with our customer regarding order #**********. At this time, we have partnered with and awaiting a response from our Online Investigations regarding ****************** account restrictions.
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: 09/24/2023
Complaint: 20463825
I am rejecting this response because:**************** has been unavailable and I have not heard from her in weeks. I believe she is out sick. I did receive the refund but my return was not handled properly. I lost a lot of time but did not receive an accommodation for my lost time.
Of even more concern to me now is that I still have several Home Depot virtual e-gift cards. Since I am banned from online shopping, even though I do not believe that I did anything wrong, I do not know if I can use my e-gift cards in Home Depot retail stores.
I need my remaining e-gift cards to be cashed out or converted back to plastic gift cards, so that I do not lose the value of these e-gift cards, which were refunds from plastic gift cards, which were part of my inheritance from my late mother.
I would prefer that my e-gift cards be cashed out and that you send me a check for the full value of all my e-gift cards because I do not feel that Home Depot is treating me fairly and I have not been shopping in retail stores on a regular basis since the pandemic started in 2020. I still rarely go to retail stores to shop. I am a senior with multiple health condition who is at high risk for COVID.
Sincerely,
******************************Business Response
Date: 10/02/2023
October 2, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *******************************/BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent delivery with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalation team called and spoke with our customer regarding order #**********. At this time, we have partnered with and awaiting a response from our Online Investigations regarding ****************** account restrictions. The electronic gift cards that ******* received will not lose their value, can be used at the store, and unfortunately cant be cashed out.
If there is any further assistance needed, please contact ***** at *************************.
With that being said, this matter is still in progress and being monitored until we receive a response from our Online Investigations.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: 33529475Initial Complaint
Date:08/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a grill as well as an indoor air conditioner on Tuesday August 8th both items were set for delivery the indoor unit was supposed to be delivered to the store by the 10th per the store that didn't happen and I am still waiting on my grill it had an estimated delivery at the 11th then it changed to the 12th then it changed to the 13th which is today and now they're telling me I won't get it until the 16th Home Depot isn't responding to me I reached out for a manager I have an event planned today the 13th I called to cancel this so that I could go in the store and buy one I was very proactive the lady on the phone said she checked oh no you're going to definitely have this on Friday Saturday at the latest don't cancel I can see it okay she's the expert not me now here we sit today customer ********************** is horrible everybody or we can cancel it really I'm out thousands of dollars I have to scramble now to go find what I need and I can't this is horrible customer ********************** and the only thing that they're telling me as a customer is that all you can just cancel that's unacceptable I'm out thousands of dollars I'm out food I have people coming to my home today and I can't do what I need to do for this evening and no one at Home Depot cares. You want to just credit me $288 and I'm out thousands I attempted to resolve this I could have canceled and gone in the store your agents denied me that and how you think that just giving me $288 back you're not doing anything.Business Response
Date: 08/18/2023
August 18, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************************** /BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Escalation team reviewed the case and called the customer on August 14th regarding orders #********** and **********. At this time, we offered to assist the customer further, she advised she would only speak with the district manager and disconnected the call. We will honor Ms. ******** no contact request.
If ****** should need any further assistance, please contact ****** at **************************
With that being said, we have addressed the customers concerns and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Reference: ********Initial Complaint
Date:08/12/2023
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 originally visited the site in Chesterfield, ** to attempt to place the order for a bedroom set. I was told that they could not or would not honor my military discount. I go online to finally order the bed and after it being delayed, it came opened and damaged. The *** driver was nice enough to show me the damage of the opened mattress (I have attached photos). This was a birthday gift and it was due to arrive prior to the person getting home to see the room, so I go back to the store to see if they can order it, since the original damage bed is on its way back, I was told no and that I had to wait for it to get back, which it still is not, but in the meantime, I have no bed! What a HUGE inconvenience!Business Response
Date: 09/05/2023
September 5, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
**************************************************************************************************
RE: ***************************** / BBB Complaint# ********
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their delivery of appliances.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Executive Escalations Online Team. The Online team contacted *********** apologized for the experience and assisted with placing a reorder for the customer with and sent communication of the *** of 8/24/2023 to the customer for confirmation. The customer was contacted later and verified the delivery of the new bed. The customer was pleased with the resolution and resolved the case.
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,
Shonyea ***********************,
Executive Escalations
P: ********************
F: ************
SF: # ********Initial Complaint
Date:08/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a dishwaher and home depot insurance for the appliance for 5 years. I called the insurance a few days prior and refused to send a technition to fix the appliance and just told me we will reimburse for what I paid. I asked why and they told me it is up to there disgression if they feel over the phone if they want to send a technition. I aked home depot would you provide me the same discount I recived the first time 60 dollars so I can purchase the same model again without any out of pocket expense . They refused and I would have to to pay more then what I paid for the dishwasher 2 years prior. I bought insurance for this reason so I Don't have to worry about this issue.Business Response
Date: 08/22/2023
August 21, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *****************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated August 13, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions team provided an update:
Action(s) Taken
08/13/2023
No further actions required, closed case.
We advised the customer to add the haul-away so that the delivery team could take old one.
We emailed the customer a gift card ***************** o go towards new dishwasher.
We discussed the customers options regarding the dishwasher and came to an agreement on a gift card to purchase new dishwasher as it is on sale.
We called the customer to get the order number for the complaint.
With that being said, The Home Depot considers the matter closed in our office.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******************
Executive Escalations
Phone: ***********************
Fax: ************
SF: 33526097Initial Complaint
Date:08/12/2023
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.
Purchased a wet saw for tile around pool that was being installed in March. The Pool installation was pushed back a few months and was unable to use the saw until July. When I attempted to use the saw, it was not large enough to cut the 12x24 travertine tiles. I went to return the saw hoping to get store credit to apply towards a larger saw. I was told by the manager at the ********** ** location that it was a not eligible for a return/exchange since it was over the 90 day return policy and to try and sell it on ebay.Based on my extensive purchase history with HD I would expect better customer ********************** for an item 3 weeks past the return date. Requesting store credit for the saw.Business Response
Date: 08/23/2023
August 23, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ********************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer has been contacted and provided the receipt for the purchase. As a customer ********************** gesture, the customer accepted the offer a refund for $313.00 via Home Depot e-gift card.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 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,
*********************Initial Complaint
Date:08/12/2023
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'm shocked by the incompetence here. Three out of four of the same fixture ordered did not show up, despite the invoice claiming they were all in the packaging. I have attached the photo *** sent upon delivery. One small box on bottom, which fit only one fixture. (Top was a delivery from a different company). Mistakes happen, I understand. My first call to customer ********************** did not fix the issue as a confused customer ********************** rep tried unsuccessfully to connect me with a third party vendor (??). I channeled my inner ***** to ask for a supervisor, which couldn't happen either. After 30 minutes I had to get back to work, so asked if someone could call me back. No one ever did, so I tried the text-based AI support, which was slow, cumbersome, and apparently couldn't understand that I was missing three (3) not one light fixtures, even though I submitted ***' photo of the single small box delivered. Just got an email that I was refunded for only ONE of the three, case closed. At this point, Home Depot still owes me $131.32 plus tax, and I'm sincerely worried that I won't recoup it, ever.Business Response
Date: 08/22/2023
August 21, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated August 12, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions team provided an update:
Action(s) Taken
08/16/2023
No further actions are needed. Closing case.
We have attempted to reach the customer three times, with no response.
08/15/2023
We emailed the customer to see if we can assist any further.
08/14/2023
We left a voicemail advising to reach out to us if they need any more assistance.
08/13/2023
We left a voicemail advising of the refund, we emailed the customer the copies of return receipt along with our contact information.
Researched order outlined in complaint.
With that being said, The Home Depot considers the matter closed in our office.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******************
Executive Escalations
Phone: ***********************
Fax: ************
**: 33525201Initial Complaint
Date:08/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This all began on October 4th, 2019 when we had two doors installed by a Home Depot contractor. My wife and I bought the two doors from the Home Depot on ************** in **************. When we went into the store we wanted doors that were pre-hung and didnt need any additional work on our end (I.e. painting or sealing). One of the stores employees guides us to two Masonite doors- he ensured us that they were ready to go with no extra work involved. We ultimately purchased them and they were installed towards the end of 2019. Fast forward to July, 2022 and the door frames are falling apart and appear to be rotting from the inside out. I proceeded to the store in which I acquired all the information I could and how to best resolve this issue. I was informed that it was a manufacturing issue and that Home Depot was not liable for the damages and to reach out to Masonite. I went back and forth between both companies until 1-30-23 when Masonite said it was an installment issue and stated that Home Depot needed to take responsibility. Ive had two contractors come out and look at the doors, both from Hope Depot, confirming that the door frames were in fact rotting from the inside out. After countless phone calls and email correspondence, Home Depot is only agreeing to fix one frame. Multiple employees, to include ******************** from customer care who was assigned to our case, have given my wife and I the run-around for eight months with absolute bare minimum effort/remedy. There has been a serious lack of communication between customer care, the home store, and ********************** on this issue. If you are in fact a corporate company that guarantees their work, where is the follow through on a basic request to fix installation issues from a Home Depot contractor for doors that are just under 4 years old?Business Response
Date: 09/08/2023
September 8, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated August 28, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The customer accepted an offer of a $800 in gift card form, to cover the cost of the rear door. The funds were sent electronically to the customers email.
With that being said, The Home Depot considers the matter closed in our office.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******************
Executive Escalations
Phone: ***********************
Fax: ************
**: 33525202Initial Complaint
Date:08/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We placed an order for a washer/pedestal July 3 from the ***************** Depot. We were to of received delivery July 7, they called and said a part never arrived and would have to reschedule. We never heard from this after this point and we had to reach out to find out what happened. After several attempts, we had to cancel the order on July 25th as we werent receiving the order and we were no longer in their cue to call. We cancelled the order and as of August 12, we still have not received a full refund of products that were never delivered to us. . We are asking for a full refund on our order as we went through another company and received the product within a week of ordering.Business Response
Date: 08/15/2023
August 15, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ********************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer and store leadership to further assist. Store leadership confirmed that the customers refund has been completed. The refund confirmation was sent to the customer via email.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: 33525164Initial Complaint
Date:08/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/10/2023 I made a purchase of over $2,000 based on the fact that I was offered 12 months of zero interest. They also offered a credit but now they are not honoring the 12 months of zero percent interest. This is deceiving and not ethical, we are senior citizens and we trusted them. Now we feel taken advantage of. This matter needs to be corrected and give us the zero percent interest for 12 months and refund the interest rates that they already charged us.Business Response
Date: 08/13/2023
August 13, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************************** / BBB Case # ********
Dear **************:
We acknowledge the receipt of BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (South Dakota), NA, is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. After the review and investigation by ********, ************************* will receive a response directly from them.
Please know it is The Home Depots goal to satisfy all of our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
**********************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:08/12/2023
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.
Hello,We purchased a Frigidaire from Home Depot on 5/20/23, and the icemaker didnt work. We have had 4 repair appointments with ********** (6/21, 7/12, 7/28 and 8/7/23) and 2 repair appointments with cape appliance company and our icemaker is still not working. We contacted ********** to exchange the refrigerator. They advised us to contact *********** service office who was supposed to contact Home Depot to return or exchange the refrigerator. We still have not heard from anyone since. Please advise. Thank you.Business Response
Date: 08/22/2023
August 22, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: *********************** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customers concerns have been forwarded to the Online Executive Escalations team to further assist. The customer will receive direct contact to work towards an appropriate resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 09/20/2023
Hello, we recently filled a complaint which was closed because I was unable to return a phone call from ****** with Home Depot executive solutions because I was tending to my son who was in life threatening condition at ************ hospital. Im trying to re-open the case. We purchased a Frigidaire from Home Depot on 5/20/23, and the icemaker didnt work. We have had 5 repair appointments with ********** (6/21, 7/12, 7/28, 8/7/23 and 8/28/23) and 2 repair appointments with cape appliance company and our icemaker is still not working. We contacted ********** to exchange the refrigerator. They advised us to contact *************** service office who was supposed to contact Home Depot to return or exchange the refrigerator. Thank you and I appreciate your help in advance.Business Response
Date: 09/27/2023
September 27, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: *********************** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer has been contacted by the online resolutions team and was advised that they will follow up with Electrolux and the service provider to provide a resolution. The customer will be contacted directly with the next steps.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 09/28/2023
Complaint: 20460358
I am rejecting this response because:****************** came out today, diagnosed it and ordered an icemaker, which has already been ordered and replaced three times now. They said the part should be in next week. This has now been 4-5 months without a working icemaker and its already been replaced three times so it is very unlikely that it will be fixed next time. We will let you know when we know when they will return.
Sincerely,
***********************Business Response
Date: 10/10/2023
October 10, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: *********************** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer to further assist. After multiple attempts, the customer has declined the repair and replacement part service. We contacted store leadership to assist with the *** process with Electrolux. The customer partnered with the store for assistance with the return and refund.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: 33522181Customer Answer
Date: 10/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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