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
- 11,856 total complaints in the last 3 years.
- 3,460 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:08/11/2023
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 2/10/20 we purchased a built-in GE microwave and oven (double oven) from Home Depot for $2220.00 and at that time purchased a 5 yr. Home Depot Protection Plan for $295.00. In April, 2023 we first contacted Home Depot Protection Plan (Assurion) *************) for repair. After several weeks of back and forth with these people they dispatched A & E Repair Services for repair. After several failed attempts at repair, the Home Depot Protection Plan stated they had authorized a refund on 7/29/23 in the amount of $1900+ (which they stated reflected a discount they say we received from the $2220.00 we paid for the oven). We were told our claim number is **********. The refund "supervisor" was to email us a choice for refund payment (digital or mailed check) no later than 8/2/23 which we never received. After again calling for the last time I was told the money had not yet been released. I feel I have given these people ample time to respond in a satisfactory way and the Home Depot Picayune Store was no help in resolving this issue, even though the money we paid for the protection plan was given to them at the time of purchase.
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, the online resolutions team contacted ******* and the customer to further assist. Asurion confirmed a buyout was approved due to service delay. ******************** received an email with reimbursement in the amount of $2,137.86 on 8/14/2023.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:08/11/2023
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.
More than four months ago we purchased a dishwasher, install and extended warranty from Home Depot. And more than four months later we still don't have a fully functioning dishwasher. We have spent hours on calls getting bounced from one customer ********************** rep to another and have had to rearrange work schedules 7 different times now to be available for deliverymen who often didn't even show up. On three different occasions, the deliverymen showed up not understanding that they had to install the dishwasher so they just left (and took the dishwashers with them) and we had to yet again call Home Depot to see how in the world this keeps happening. On several occasions no one bothered showing up at all and no one called. They ultimately installed a dishwasher that didn't close correctly. We called customer ********************** immediately. Home Depot sent someone out to look at the unit and determined that they would replace it. Then nothing happened. We called several more times. Weeks later, we were told that a replacement would be delivered and installed. That never happened. After several more conversations with customer ********************** we got an email from an anonymous Home Depot address saying that Home Depot would not install a replacement and we would have to work with the manufacturer to instead fix the defect that the unit came with--that we alerted them to immediately. During a phone conversation, they said this is because Home Depot has already requested too many replacements on this order from the manufacturer---replacements that they damaged before they ever got off the truck and therefore couldn't install (literally three separate times), or that they refused to deliver because somehow their own deliverymen weren't told to actually install them (three more times). We have no idea what Home Depot did with those 6 dishwashers! Why would the consumer be stuck dealing with Home Depot's gross incompetence? We need a full refund for everything--dishwasher, tax, install and warranty.Business Response
Date: 08/21/2023
August 21, 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. The replacement order was processed with a white glove delivery for August 18, 2023. The customer was contacted and confirmed delivery.
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: 33518358Initial 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.
Transaction date: 7/20/23 + 7/21/23 Money paid: $3,297.00 One the online website it said that each generator was $950.00 and they were available and in stock in this store at that price. Once we got to the checkout line with the three generators they said the price was $****.00 which was different from the website. But they said they couldnt do anything about it. They said that they couldnt control the online prices and werent able to help us.They falsely advertised the price online and I would like a refund on the extra money they charged from the 950 to ****.Business Response
Date: 08/25/2023
August 25, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************
RE: ************************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer reached out to us regarding our price matching policy and expressed concerns about price matching an online item with an in-store item. Unfortunately, our policy does not currently allow for price matching between online and in-store purchases. We apologized for any inconvenience and as a gesture of goodwill, we did offer a E gift card to make up for the inconvenience. However, we understand the customer has declined the offer.With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers'patronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********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.
I purchased patio furniture about 3 years ago (an L-shaped sofa and an ottoman). Even though it's always been covered with tarp in the winter, the plastic rattan is falling apart. I contacted customer ********************** but they advised they can't help because I don't have the receipt any more. Patio furniture are meant to last definitely for many years. I explained to them that this is an investment that cannot be repeated every couple of years. Please help with the issue. I would like a refund for my purchase. Thank you. Best, SeydaBusiness Response
Date: 08/17/2023
August 17, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ********************* Elci / 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, due to the customers Hampton Bay patio sofa being out of warranty with no available replacements, the customer was offered a $250.00 Home ********************** e-gift card as a customer ********************** gesture to assist with a replacement purchase. The customer has accepted the offer and the terms for compensation.
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: 33518369Customer Answer
Date: 08/17/2023
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,
********************* ElciInitial 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.
I submitted an order to the Home Depot for kitchen cabinets on 4/4/23, for a total amount of $4,683.81. My original order number was WE17291493. This order was shipped to me in multiple shipments. When the first shipment arrived at my doorstep, the cabinets were damaged. I loaded the boxes into my truck and returned them to the store on 4/11/23. Return via TX #: 358701280-926-THD ($1683.23) and TX #: 358706183-803-THD ($1,135.39), which were approved by store #: **** in **********, **. On 4/14, I returned two additional parts that were associated with this order (SKUs 1002584352 - $27.00 and 1005558462 - $48.00), the total with tax was $81.64. Return TX #: 359715818-786-THD. All three returns resulted in a refund of $2,900.26. When the final shipment arrived at my doorstep, the cabinets were again damaged. The delivery driver from USPack recommended that I refuse the delivery. He stated that they will be returned to their warehouse and then sent back to The Home Depot. I refused delivery and did NOT take possession of the cabinets. I confirmed with USPack that the cabinets were sent back to The Home Depot. The return is being denied and my refund of $1,710.56 has not been completed.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 customer order has been refunded for $1,783.55 and was provided with a $500.00 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: 33518368Customer 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.
We purchased three large appliances online on 6/7/23 and paid $50 per item to have the old appliances hauled away by the delivery company. On 7/7/23 the items were delivered and because of installation issues, the old appliances were not hauled away by the delivery company. We called on 7/24 to have the $150 haul away fee refunded and were told that the customer ********************** rep would talk to a manager about the refund and call us back. He never called. On 7/26/23 we called again and the initial $100 was refunded and we were told the additional $50 had to come from the delivery team and would be refunded in 3-5 days. On 8/1/23 we called again and the customer ********************** rep apologized and said she saw notes and it should have been refunded by that point. She said escalated the refund and it should be applied to our credit card within a couple of days. I called again on 8/7/23 and was told that there was some sort of hold up in the system, but she was pushing it through and would also issue us a $50 gift card for the inconvenience and we would it have it by the end of the day. On 8/11/23 I had to call again because we did not receive the $50 gift card or $50 refund for the haul away. They told me that I had to go into the store for the refund because it was already being processed through the register and they can't do more than 2 refunds over the phone. The four other reps we talked to never mentioned this. We purchased online and never dealt with the store at any point and they are now telling me that I have to drive 30 minutes each way to get my refund for a service I did not use. On 8/11/23 they did issue us the $50 gift card promised on 8/7/23, but that they cannot refund the $50 for services unless we drive to the store. All we want is the money that is owed to us without more inconvenience after the hours we've spent on the phone trying to get the money that is owed to us.Business Response
Date: 08/24/2023
August 24, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: Sierra ****** /BBB Case #: 20455949
Dear **************:
We acknowledge the receipt of the BBB Case #: 20455949.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations Team for their immediate attention and assistance with resolution. The Online team contacted the customer in apology for this experience. Additionally, the team issued a check to the customer, to which they've confirmed receipt.
With that said, The Home Depot considers this matter resolved.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********Initial Complaint
Date:08/11/2023
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.
I placed an order in the store to be picked up in the store. The order number was WG39156067. It was suppose to be delivered on 8/8/23. It is passed that date and it says no tracking available. Why havent the tracking been updated or was I notified of a delay. Also the email on the order is wrong.Business Response
Date: 08/15/2023
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 **********************, company.
The Home Depot has reviewed this case and apologized to ********************** regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Online Executive Escalation Team have reviewed the customer's complaint and advised that his order was pulled and staged ready for pickup on 08/12/2023. We notified our customer that his order was ready by phone and email. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone:*************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence,please contact ********************* via email at ************************************Customer Answer
Date: 08/17/2023
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.
I purchased a dishwasher from Home Depot on 7/22/2023. Order # WM41332989. I paid for delivery, installation, and haul away for 7/31/2023. I had to change my work schedule to work from home this day for this purpose. I paid $976.23 for this service in entirety, including 3 year warranty. When the delivery team arrived on 7/31, they told me they could not install the dishwasher. They said I needed a plumber. I then had to hold the dishwasher in its large box in my apartment and find and schedule and pay for a plumber to come out. This was a major inconvenience as I was going out of town and again had to adjust my work schedule to be home for a plumber, not to mention this new cost. They told me the install funds were refunded, which I have not seen happen yet. I scheduled a new haul away for 8/21/2023. When a plumber did come to my home, they advised there was no reason Home Depot could not install and they hear this often from the public-that Home Depot tends to do this out of laziness. This plumber took out my current dishwasher and installed the new one with no apparent issue on 8/9/2023. He ran a test run that appeared to work. The next day 8/10/23 I realized the kick plate was missing and called Home Depot, who ordered one through ******** the dishwasher manufacturer. I then tried to run the dishwasher and got an error code about the water valve. I tried determining the issue myself by googling issues and troubleshooting with no luck. The plumber I used was unable to come back for several days. I called home depot again and they advised they'd add an install check to the haul away. The next day, 8/11, I received a voicemail from home depot asking me to call them back. when I did, they advised the haul away was cancelled entirely. Then I was told ******* had to come out to check it. they called ******* and dropped the call. ******* advised home depot was responsible. i've been going in circles for weeks.Business Response
Date: 08/18/2023
August 18, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***************************** / BBB Case #: 20455808
Dear **************:
We acknowledge the receipt of the BBB Case #: 20455808.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations Team for their immediate attention and assistance with resolution. The Online team contacted the customer in apology for this experience. As a customer ********************** gesture and one-time accommodation, the team offered the customer a post-sale markdown on their order, to which they accepted.
With that said, The Home Depot considers this matter resolved.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******* @ *************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********Initial Complaint
Date:08/11/2023
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.
We purchased an upright freezer (Frigidaire Model FFUE2022AW) from Home Depot #**** in *********, ** on 7/26/23. The freezer was delivered/installed by Home Depot on 8/4/23, at approx 10:06 am ET. We allowed the freezer to run empty until Monday, 8/7/23, at which time we began to put frozen foods in it. The green light at the bottom to indicate it was running remained on for four days, Fri-Tues. On Wed 8/9/23, the green light was off, and we immediately opened the door to find the freezer warm, and all foods completely thawed and warm to the touch. One other item plugged into the same outlet was working properly. We tried to troubleshoot by plugging it in elsewhere to no avail. We also purchased a five-year extended warranty for the appliance.We have tried every resolution possible, and absolutely no one will help us. We are sitting with a $1,000 freezer that died after ONLY FOUR DAYS, hundreds of dollars of spoiled food, and everyone we have escalated the matter to, has passed it off to someone else disclaiming responsibility.We first attempted to resolve the matter with the local store. We spoke to ** in appliances who advised us to call SquareTrade/Allstate from whom the extended warranty originates. We contacted SquareTrade/Allstate and spoke with *****, who said we had to contact the manufacturer directly during this timeframe. We contacted ********** (can't pronounce or spell name) who advised after a very long hold time that they have no repair technician in our area at all. Mind you, we live between two major metropolitan areas, each no more than one hour away. When I became irate at this point, they said they would see what they could do but it would take "at least 72 hours" to get a call back. I called back to the local store and spoke with a manager named *** who escalated it to the store manager, *****, who again advised there is nothing they can or will do. Home Depot has my money, and I have a hot freezer that quit working after only FOUR DAYS!Business Response
Date: 08/22/2023
August 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *********************** /BBB Case #: 20455785
Dear **************:
We acknowledge the receipt of the BBB Case #: 20455785.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations Team for their immediate attention and assistance with resolution. The Online team contacted the customer in apology for this experience. After further review and partnering with the Electrolux manufacturer, the customer was reimbursed for the cost of their appliance.Electrolux advised they do not need the current unit returned, but that the customer would be responsible for discarding it.
With that said, The Home Depot considers this matter resolved.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********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:08/11/2023
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.
08/10 went online to order a shed. The shed costs $3050.00 and my limit was $3000.00, It declined immediately by Home depot I was forced to drive 30 minutes to get to the closest branch to have my limit increased. Spoke to ******* ****, explained the situation. She increased my limit by ****** and I asked at that time if the pending charge of $3k would create a problem and she said no it shouldnt. Went to the home depot store, advised I wanted to purchase a shed. Input my card, got an approval and the cashier gave me what I thought was a receipt with no indication there was a problem with the purchase. When I called the next day a Home Depot rep told me over the phone that a lesser amount was authorized but would not tell me what the lesser amount was Before I could explain the situation further the rep ****** ran my card again! Without my authorization! He ran it for the full amount although I told him that another Home Depot rep had just told me that my card was already ran for a lesser amount. When I stated I believed I had now been overcharged and would need a refund he stated he would not give me a refund and to contact my bank. I called Truist back and was told they could do nothing, they offered no solution nor any information I did not already have by pulling up my account. They could not tell me what was approved or not etc or for how much. They could not post my charges for me so that if needed I could file a dispute, they could not release any unapproved charges . Useless conversation! Called back to the local Home Depot spoke to ******* who told me ***** would call me back. She stated that they did not see any charges on my card much less $6****** worth and could do nothing for me. WTF??? $6****** off my card , unauthorized charges to my card and no one can tell how much was charged or what happened or if they were authorized or not by my bank! Left a message for the Store Manage to call me back regarding this issue (***********************).Business Response
Date: 08/14/2023
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 **********************, company.
The Home Depot has reviewed this case and apologized to Mrs. ***********;regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Executive Escalation Team have reviewed the customer's complaint and advised that the authorization hold has been release on her card. They have contacted the customer by phone and email to provide her with this update. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 08/17/2023
Complaint: 20455737
I am rejecting this response because: I asked for a receipt of payment b/c I was told the last transaction of $3050.00 was accepted and what I got emailed was not a receipt, it was a confirmation of order with a balance showing. However I was contacted by an outside company to install the shed in question? The payment that I was told went through also fell off my bank account? So, at this point I don't know if I'm getting the shed or not... The receipt / order confirmation I got yesterday provided a link to my HD account which directed me to the previous canceled order...There were two orders WM430335878 (open) and WG40014598 ( canceled). I need resolution on this...
Sincerely,
***************************Business Response
Date: 08/21/2023
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 **********************, company.
The Home Depot has reviewed this case and apologized to ***************** regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Executive Escalation Team have reviewed the customer's rebuttal complaint and advised that they spoke to the customer who confirmed that all holds have fallen off her card and wanted to make sure that there is still an active order. They advised her that one order is still active and scheduled for delivery, they advised her that her card will be charged once the order ships. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************
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