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:08/12/2023
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,
***********************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, I have an issue with my Husky hand tools (pliers and wrenches). All Husky hand tools come with a lifetime warranty, as stated "If your Husky product ever fails, bring it back and we will replace it free. This full warranty gives you specific rights, and you may also have other rights, which vary state to state" Under the full contract, there is no statement under the lifetime warranty that lists specific reasons as to why the exchange of the tools may be rejected. All the reasons why fall into the 1 through 5-year warranties, which my tools do not apply to. I contacted *****, and the representative said that I could bring the tools into my local store, even though they are 8+ years old, and they would exchange them. I did, and the store did not honor the policy. They asked for a receipt, which I do not have and ***** says that a receipt is not required. That is fine. However, my hand tools are slightly damaged under normal wear and tear, and according to the representative at Husky whom I spoke to, Home Depot would give me a new set, and if not the same they will try their best to give me a very similar set. Home Depot says they cannot do that because my tools are old (and do not have an SKU number on them) and I should contact Husky, once again. They keep pointing fingers and no one is giving me a proper resolution. I even contacted my local Home Depot to see my rights, and they said to contact Husky. Again, according to the warranty, it says "If your Husky product ever fails..." and considering that the metal parts are losing the grip and the mechanism is a little stiff, I would consider that to be a product failing since there is nothing stated explicitly by both Home Depot and Husky. And, I am willing to show proof of purchase, but the system does not allow you to look at orders past 2021... so if someone does not have a receipt that is not really lifetime, especially since you cant't go back past 2 years. Thank you very much in advance.Business Response
Date: 08/18/2023
August 18, 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 customer has been assisted at the store level with replacement tools under the Husky hand tool lifetime warranty.
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: 33522200Customer Answer
Date: 08/18/2023
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: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 placed an order with them online on 9/10 that was to be delivered by them on 9/11/23. My order was delivered by a 3rd party vendor Roadie to the wrong person and I received someone elses order (I was supposed to Get 4 bags of paper towels and 3 boxes of groutI received 1 kitchen cabinet). I called and texted the support line. They said they would resolve it but that my items were still out for delivery (this was a lie). I called several hours later and found that they were doing nothing. They offered to have the items picked Up and brought to me and that they would pick up the cabinet. The Roadie driver came And got the cabinet but did not have my items. I spoke with a store associate and the manager at the store and both were rude and unhelpful. The manager hung up on me twice when I asked for my order to be canceled and my payment refunded. She refused saying that they would not give me my money back unless they go their items back from whomever they mistakenly delivered them to. This is insane. My would I be penalized when I never got the items from them and they admitted it. I spent 9 hours dealing with this yesterday and 3 trips to my office to try to resolve. Home Depot stole $170 from me and is horrible to speak with.Business Response
Date: 08/22/2023
August 22, 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
08/21/2023
RESOLVED.
We shared the feedback with the store via email.
He said we were ok to close the case.
We will share that with the store.
He was also shocked to have the store tell him he was out of luck if they did not get the paper towels and grout back.
He advised he was most concerned about getting the other customer's vanity to them and was very surprised to have the store tell him that he would not be refunded until the store had the paper towels and grout back.
************** called us and we spoke to him. He thanked us for our response and for looking into this issue.
We will contact ************** tomorrow if we do not hear from him.
We emailed the store to share the incident so they can provide coaching to prevent this in the future.
We sent an email and let ************** know that we will share this with store **** so that they may work on ways to improve customer ********************** with BODFS orders.
called **************, and left a voicemail followed by an email giving him our apologies and advising that we will email him.
We attached the order and shipping fee refund receipts to the case.
We found the order was refunded on 08/15/2023.
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: ************
**: 33522201Customer 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:08/11/2023
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.
July 15- the amount of $149 was deducted from my account after I paid $6.25. supposedly for an fitness app which I did not request. I don't have an address, only the phone #. The name of company is - Hope Depot. First they told me I will get Refund + email. I didn't get either one after 1st call Now, today I called a 2nd time and even spoke to Manager and he said they can't give me refund.Business Response
Date: 08/16/2023
August 16, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************************/ BBB Case # ********Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our ****************************.
The Home Depot is currently reviewing this case and has reached out to all parties involved. We contacted **************** by phone, and he advised that his refund issue is not with The Home Depot but with Hope Depot.
With that being said, The Home Depot has addressed our customers 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 customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,***********************
The Home Depot Executive Escalations Team
P: ***********************
SF# ********Initial Complaint
Date:08/11/2023
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 purchase a Gas Toro lawn mower on 6-14-23 the lawn mower stop working On 7-19-23 I tryed to return the lawn mower back several times I call home depot corporate office 8-3-23 on a recorder conversation a young lady said I can exchange lawn mower I went to home depot that day where I purchased it Home Depot **** ********* ****** ******** with the Receipt samething happen they will not take it back I call corporate back they offered me a $80 dollar gift card keep in mine I paid $488.56 I just want my money back or exchange or store credit Please Do Not *********** Products From Home DepotBusiness Response
Date: 08/18/2023
August 18, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ***************************/ BBB Complaint #********
Dear ****************,
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 carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has reached out to the customer to help him with his defective merchandise and has assisted him with his resolution.
The Home Depot does consider this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Initial Complaint
Date:08/11/2023
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.
order number: #WG38678315 Hanover Montclair 5-Piece Metal Outdoor Dining Set with Navy Blue Cushions, Swivel Rockers and Table DELIVERED AUGUST 3, 2023 Delivery driver had 2 boxes. 2 chairs in each box requiring assembly. Driver said nothing else on truck for me. I contacted Home Depot in that day, was told to wait due to original delivery scheduled for Aug 8.. caller back was told delivery company would contact me after investigation. Called back Aug 10, Home Depot said delivery company would contact me within ***** hours on delivery date. Called back on Aug 11 and no resolution. They advise to return chairs I already assembled and request a refund and reorder the set. Im 30% military disabled veteran, caring for a 100% handicapped spouse. Thats why I chose DELIVERY. Home Depot verified with carrier/delivery company that only 2 of the 3 boxes were received. ****** took a picture upon his delivery and stated that he did not have anything else on his truck for me. I simply require the table which I was charged and paid for.Business Response
Date: 08/23/2023
August 23, 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 11, 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
08/12/2023
No further actions needed. Closing Case.
We placed a No Cost Gift Card Order to have the missing item sent. Order # CM43315377.
We emailed the customer and advised that we would be sending out the missing item.
We verified through the convey system that no other packages were in transit.
We reviewed the order highlighted in 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: 33518393Customer Answer
Date: 08/23/2023
Home Depot said I have to return the chairs and then reorder so that it can be shipped as a set. The original order only came with the chairs. THE ***** was not included. Home Depot processed in their system A RETURN ON THE CHAIRS and said ******* would contact me with ***** hours to schedule a pickup. I never heard from them. I contacted Home Depot again and again regarding the pickup. They keep telling me the same to wait ***** hours for a call. I contacted the *** shipper several times *************************** ************************ and **************) email responses are generic and phone disconnects. Home Depot placed a reorder online for me for the set... I called them to say I NO LONGER WANT THE ***** SET, so they canceled the online REORDER. I HAVE NOT RECEIVED REFUND, they said once the company pickup the return and track the return then they will refund my money.Business Response
Date: 09/07/2023
September 7, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************;
RE:*************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated September 1, 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 customers order has been refunded in full. $906.98 was refunded on 08/24/2023. $122.58 and $42.64 were refunded on 09/01/2023. In addition, a manual pick up was created for the defective items. The carrier will contact the customer in 3-5 business days.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
******************
Executive Escalations
Phone:***********************
Fax:************
**: ********Customer Answer
Date: 09/07/2023
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:08/11/2023
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.
2-pack faucet for double vanity purchased 5/10/2023 order # WG39008217 and installed. Both drains leaked. Leak was repaired in 1 faucet. 2nd faucet handle did not function correctly. Attempted to return faucet with faulty handle. Home Depot stated both faucets must be returned to obtain refund and partial refund could not be provided. Home Depot advised to purchase a new 2 pack faucets and return tge faulty faucet with 1 new faucet. I did as advised and obtained refund. Order # for identical new faucets 7/28/23 was WG39008217. New identical faucet installed but still leaked. ******* attempted to repair leak on 3 occasions without success. Plumber stated faucet drain is faulty. Plumber replaced faucet drain with new different type of drain and leak stopped. I contacted Home Depot 8/8/2023 and requested partial refund for 1 faucet of $110. Ram at Home Depot stated only 10% markdown could be provided unless both faucets are returned again for full refund. Notified Home Depot of inconvenience of not having either faucet and cost with time to purchase new ones in addition to installation fees. *** stated nothing else could be done. Requested manager. *** stated no manager is available. I have paid over $400 in plumbing fees and $80 for new drains to fix leaks on Home Depot's brand new faucets purchased twice. I am requesting only a 50% partial refund for 1 faucet to cover the faucets that continued to leak even after being returned & repurchased. Please assist.Business Response
Date: 08/21/2023
August 21, 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 to further assist. The customers order was reviewed and a credit of $118.62 has been issued back to the original method of payment.
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: 33518370Customer Answer
Date: 08/21/2023
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:08/11/2023
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 6/2 we placed an order for a custom window at the ******* ** home depot store. Purchase No. H2842-78133. To be delivered to our home. We were given an estimated ship date of 6/23. We looked online around 7/17 as well as called customer ********************** and was told on both occasions that it was shipped 6/22. We looked again around 7/31 at tracking online and it stated it had been delivered. Which it had not. We called the local store and the Asst ******* said she would reach out to the delivery company. We then received a very rude voice message from the carrier 8/2 stating we would get our window 8/3. We called the number back and the voice mail box was full. We did not receive our window. We called the Asst ******* again and keep getting the same message and the store manager is either in a meeting or on a walk. It is now 8/11 and we do not have our window and our contractor is delayed because we do not have this one remaining window. We would like resolution and compensationBusiness Response
Date: 09/12/2023
August 23, 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 Home Services team have given an update of the customers decided to keep the window The field team will be providing compensation in regards to the delays and damage.
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: ************
**: ********Initial Complaint
Date:08/11/2023
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.
Please see the document attached hereto for the FULL details.In a nutshell, on December 6, 2022, Home Depots employees falsely accused me, an innocent customer of stealing its ********** Truck vehicle. Following this, Home Depots false accusations resulted in me being callously arrested at gunpoint, unjustifiably charged with a crime, jail time, and a significant amount of damages. Allow me to explain. On December 4, 2022, I ********************************, rented a ********** Truck vehicle at Home Depot for a period of 3 days.On December 6, 2022, around 16:15 Pacific Standard Time, I was driving the vehicle when a swarm of police cars and helicopters suddenly surrounded the vehicle, **** multiple guns on me, and demanded that I immediately exit the vehicle that I was lawfully operating. When I exited the vehicle, I was thrown on the ground, handcuffed, and detained by law enforcement officers.As I began hyperventilating in the patrol car, the police officers proceeded to tell me that they were responding to an auto theft call made by Home Depots employees on behalf of the ********** truck rental. I was told that the vehicle was reported stolen even though I was scheduled to return the vehicle on December 7, 2022. As such, I was jailed for 3 days, separated from my family and I suffered damages as an actual and proximate cause of Home Depots mistake. On December 9, 2022, I was released from custody of the Los Angeles County Jail. I was told that Home Depot made a mistake, and that the vehicle was erroneously reported stolen by Home Depots employees. During my arrest, the vehicle was impounded. When I was released from jail custody, I contacted Home Depot in an attempt to rectify this situation. I informed Home Depot that since the vehicle did not belong to me, I had no control or authority to get this vehicle released from the impound...Please see the document attached hereto for the FULL details.Business Response
Date: 08/17/2023
August 17, 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, store leadership confirmed that on 12/01/2022 the customer rented a load-and-go truck for 75 min to be returned the same day. The customer failed to return the vehicle to the store as well as call to extend the rental time. The store made multiple calls in an attempt to contact the customer for the *** of the return of the vehicle. One week after no contact, the store reached out to Element and was advised to file a police report with our local police department.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
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