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
- 11,859 total complaints in the last 3 years.
- 3,466 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:08/10/2023
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 was trying to return a plumbing product. I lost the receipt. But Home Depots system allows them to recall / look up for the receipt by scanning the product and my credit card used. They saw using their system that I purchased it there. The system asked for an ID to complete the return and issue me a credit in a form of store credit (which I agreed to). The employee tried 3 times. The system denied the return. The employee then called for help. Knowing the store manager, ****, I called him to help when I saw him, thinking that he will help me and try to make a customer satisfied. Instead **** did the opposite and provided the worst customer **********************. Even when I asked for the customer ********************** number, he just looked it up online and did not give me an efficient service by trying to get a number from their information book.Also, **** kept referring to the system and that he can not do anything. As a store manager, I believe he has the power to make it right for the customer and to provide excellent **********************. However he did not!!!! And over what??? Over $100???? Which I spent in that store anyways that day and days to follow after that day. At this point, I demand a refund for the product. I want the President of Home Depot or an EXECUTIVE to call me and resolve this matter. Also, to TRAIN your employees better!!! To serve your clients!!!!
Business Response
Date: 08/15/2023
August 15th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: Shy Gold /BBB Complaint #********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced when requesting a refund with our company.
The Home Depot has reviewed this case and reached out to all parties involved. We have partnered with the ***************** store leadership to address ************** concerns regarding his experience when trying to return an item at the store. It was found the item was outside of our 90 day return policy which caused the denied return in the register system. Upon partnering with the store, The General Manager has agreed to assist with the refund to a store credit and address the full concerns of Mr.****. **************** 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,
***************************
The Home Depot ************** Executive Escalations Team
Case: 33501582Initial Complaint
Date:08/10/2023
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 new microwave that seems to be defective, it is not working at all. I purchased 3 appliance in total (Range $1000, Dishwasher $700 and a microwave $600). They were delivered on 7/17. I installed the Range, then the dishwasher and then the microwave. I started to install the microwave on Aug 6th. After installing it i found out that the microwave is defective. 1) the clock gets set but does not actually work. If set at 9:02PM by 9:30 the clock will still read 9:02.2) the microwave does not work at all. It does not start.3) the inside light of the microwave does not come on at all.4) the light over the range does not work at all.I contacted the store they told me to contact the appliance center. I called the appliance center they told me to call the manufacturer. I called the manufacturer they said they will send someone over and so one showed up. An I have a $600 microwave, brand new never used defective that is sitting on my kitchen floor that I am supposed to pay for that does not work and no one taking responsibility for it.Business Response
Date: 08/15/2023
August 15, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ***************************** /BBB Compliant: 20449741
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their reschedule appliance delivery with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted Whirlpool regarding the two backorder parts needed to complete the customer repair. Whirlpool advised that they are performing a part search to expedite for the customer. The customer advised that he did not want to wait for the parts to be located and requested to have the microwave replaced. Whirlpool advised they will agree to a replacement unit. ******************* has been provided his estimate time of arrival of Aug. 25th. Once the order has been delivered to the carrier, *************, will contact the customer to coordinate delivery. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers 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,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********Customer Answer
Date: 08/18/2023
This matter is closed not because home depot did anything. The fact is they did not do anything at all. I was calling and pushing the manufacturer to replace the unit. Home depot hardly communicated with me and had nothing to say aside from that whirlpool told them they have to follow warranty steps and not replace the microwave. It is disgusting that home depot want to take credit for what I did.Business Response
Date: 09/13/2023
September 13, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ***************************** /BBB Compliant: 20449741
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their request for a replacement microwave with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted Whirlpool regarding the two backorder parts needed to complete the customer repair. Whirlpool advised that they are performing a part search to expedite for the customer. The customer advised that he did not want to wait for the parts to be located and requested to have the microwave replaced. On August 15th ******************** advised that he like for the online escalation team to cease contact with him. The Online Escalation team advised that Whirlpool agree to a replacement unit. ******************* has been provided his estimate time of arrival of new order for Aug.25th. Once the order has been delivered to the carrier, *************, will contact the customer to coordinate delivery. No further assistance is needed at this time.
With that being said, The Home Depot has addressed the customers concern and considers 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,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********Initial Complaint
Date:08/09/2023
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 door from homedepot.com online and the promised delivery date is Aug 9 to pickup from the store. I called them today and they said the door will not arrive until Aug 17. U have scheduled a contractor to install the door on Aug 10 and I am obligated to pay them cancelation fee. Homedepot said its not their problem if the vendor ship the door late. I as the customer, do not know anything about the vendor nor i have transacted with the vendor. I transacted with Home Depot. No information on the product page mention anything about 3rd party vendor. I was not even alerted via email, phone or text about the delay. Furthermore, customer ********************** agent and supervisor are rude. I would like the door and a discount or compensation for the contractor cancelation fee that i paid. $125Business Response
Date: 08/23/2023
August 23, 2023
Sent Via Email 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 regarding her purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who reached out to the customer on August 14th, 15th, and 16th via email and phone to no avail. Should the customer need further assistance she is able to contact us directly.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 33496918
Initial Complaint
Date:08/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depot had July 4th appliance package sale. I purchased ******* refrigerator, dishwasher, stove oven, microwave and washing machine total of $2,751.84. Home Depot did not advertise as open box item or store display item or return item; they are supposed to be new appliances. I picked August 1 as delivery date, because we are moving into new home and floor will not be ready. Starting July 17, Home Depot persistently called and left messages that they changed delivery date to July 24 instead of August 1. After I explained, they immediately changed back to July 24 as if they have to get rid of something. This repeated over and over. Finally I contacted Home Depot executive office, and ******************* blamed *******. I felt Home Depot Warehouse/Delivery was retaliating; they insisted deliver on 7AM. I had to get up 4AM to get to the place. I was watching them carefully and it was very awkward. They brought all 4 appliances in unopened box except the refrigerator. When they cross the street, they used dolly in unprotected refrigerator. The dolly was touching back side of refrigerator. But there were heavy dent on side and they must brought dented product. The refrigerator doesnt have protective film either. Immediately I emailed ******************* with pictures. ******* found replacement. On 8-7, ********* said she checked the refrigerator for dent and there was no dent. I asked why she opened the box. She sounded like box was already open and she just checked for dent. I told her that I did not purchase open box item and I will not accept open box refrigerator. She said she would call Delivery to notify. ******************* claimed overtime, boxes for some appliance have disappeared. This is absurd Boxes are there to protect damage during delivery. On 8-9, ********* left message they would still deliver the same open box refrigerator again. On 8-9, ******************* emailed that I must cancel my order and reorder.Business Response
Date: 08/17/2023
August 17, 2023
Sent Via Email Attn: *************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
RE: Al ***** / 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 regarding their purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Escalation Team, who advised the delivery agency will not unbox until delivery. We emailed the delivery agency and confirmed the new delivery date and asked if they could deliver the refrigerator in the box.We placed no cost order H1955-262649 to be delivered on 08/22/2023.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 33496919
Initial Complaint
Date:08/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4/15/23 I made a return to the **********, ** Home Depot in the amount of $377.78 for a faulty window unit. I was provided with a receipt for the refund and I promptly bought a replacement unit the same day. After a few weeks I still had not received the refund and started making calls to the store who directed me to credit services. I am at eight calls to credit services and six or seven visits to the store as of today. The store still directs me to credit services and credit services assures me that we are waiting for the store to approve the refund. While everyone that I have spoken to have been very nice and seemed genuinely interested in helping to get this issue resolved, I am over the refund amount in fuel and my personal time on this.Business Response
Date: 08/14/2023
August 14, 2023
Sent Via **********************************************
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 customer may have experienced regarding their credit account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by ********, ********************************* will receive a response directly from them within 10 business days.
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 do not hesitate to contact me if you have any questions.
Sincerely,
*************************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 08/14/2023
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.
Home Depot reached out to me directly and promptly. The next day, the store reached out to me and we were able to get this matter settled.Thank you, and sincerely,
*******************************Initial Complaint
Date:08/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order Date: May 26, 2023 Order #: WP68158344 Item: Haier counter-depth refrigerator (Internet #********* Model #QHE16HYPFS Store SKU #**********)Price: $1234.48 total (product + installation + haul + 3yr warranty + braided water line)This order is for the purchase of the refrigerator, its installation, the haul away of my old refrigerator, braided water line, and a 3 year warranty on the product.Home Depot is committed to providing me the aforementioned products and service in a timely manner and has not done so. They have failed to meet their stated obligations to contact me a day prior to scheduled delivery to inform me of the delivery window, and each time the delivery is scheduled, the delivery team has made up reasons for not installing the refrigerator, which is out of the scope of the stated requirements/checklist communicated on the Home Depot site. On 7/31 and 7/24 the delivery team did not show up at all.Home Depot has failed to attempt to resolve the problem, and each time has made excuses for the system not working as intended. My order on 8/8/23 was cancelled without my initiation due to "the order not being fulfilled within 30 days". However, I have been compliant with every requirement on the checklist on the Home Depot site.The latest dispute regarding having someone 18 years or older present to receive the delivery. The delivery team on 8/8 arrived outside of the delivery window 7:30-11:30. They arrived at 12p. The initial call came in at 10:54a of a 45 min window for arrival. An adult was present at the arrival of the delivery team to accommodate delivery, sign for the delivery, and inspect the product installation. The delivery team was welcomed into my unit, and shown the installation location. The delivery team then left the premises and drove off, with the adult present under the impression the delivery team would be returning to initiate the installation.Home Depot then cancelled the order without notice, and without proper remedy.Business Response
Date: 08/21/2023
August 21, 2023
Sent Via Email 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 regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who reached out to the customer on August *********, and 17th via phone and email to no avail. We left our contact information should the customer need assistance.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 33496921
Initial Complaint
Date:08/09/2023
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 order 7/25/23 - Order # H0645-300103 and # H0645-300102 I initially ordered on line at home -saw advertisement that said $100 off my order if I apply for Credit Card. I did apply but $100 credit would not show on my order. I cancelled the order after many tries to order and went into the **************** store. Had 2 customer ********************** staff and manager help with this order, they also called the 800 number but no one could add the $100 off. Was told finally by manager she can order and I will just have to complain if I want my $100. I had contractors coming to install appliances in 1 week so placed the order. Please help with this refund.Business Response
Date: 08/14/2023
August 14, 2023
Attn: ***********************,Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** *****
*********************/BBB Case #********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online orders.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We issued $100 refunds on each order.
With that said, The Home Depot considers this matter solved.
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.
***************************
The Home Depot - *************
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:08/09/2023
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.
Filing a major complaint with Home Depot. Ordered a bathroom vanity and sink back on June 6th, Order #WB47551258 / came in damaged / took forever for Home Depot to pick up. FINALLY came and had to reorder another / Order #WG37963805 on July 15th / Told us order was lost in transit so had to order another / #CM42066626 / Item is ******* 48 in W. Bath Vanity Cabinet in Mahogany. Promised us this cabinet August 8th, 2023 / day has come and gone with NO EMAIL OR NO PHONE CALL from them explaining what's going on!!! STILL NOT RECEIVED!! Home Depot personnel have told us numerous times that they will file case numbers to research the issue in getting it. (Case Numbers #******** and #********) To us, emails have been fornaught!!! Nothing printed in them ever came to pass!!!!! ex: Delivery Date ..... Coming today ..... 7 am - 8 pm ..... AND NOTHING!!!Resolution: is WE NEED THIS VANITY !!! NEED DELIVERY DATE !!! NO REFUND AT ALL !!! WE WANT THIS CABINET !!!Thank you BBB for taking the time to listen to us and get this situation resolved for us ASAP.Business Response
Date: 08/17/2023
August 17, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations Team has contacted the customer and apologized for their inconvenience. Our Online Team has provided the customer with their updated ETA that was set for 8/16/2023. Our team followed up with the customer and the customer confirmed their vanity was delivered with no issues. Should the customer require additional assistance, please advise them to contact ***** at *************************.
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,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********Initial Complaint
Date:08/09/2023
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 have not been able to get through to your ****************** claim processor. I have a claim number for the damage that was done during the delivery of my appliance by your 3rd party delivery service. I need repairs to my home or restitution to hirer repair personnel. ******** will not return calls or answer the phone. Claim # ***********.This can be easily resolved but it takes communication on the behalf of Home Depot or ******** regarding this claim. I have been left with no alternative now but to file a BBB claim.Business Response
Date: 08/18/2023
August 18, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta,****** & Northeast *******
North Tower, Suite 900311
*******, ** 30303
RE: ********************************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their insurance claim.The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the complaint on 8/10/2023, Home Depot Executive Escalations contacted our insurance partner, ********, to escalate the customers concerns. On Monday,8/14/2023, ************************** confirmed they resolved the claim and issued payment.
With that said, we have addressed the customers concerns and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Office: ***********************
Reference Number: 33495189Initial Complaint
Date:08/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 25th, 2023 Home Depot double charged my debit card. ***** advised me that the 1st transaction was declined and it was not! I then allowed them to do another transaction to complete the sale. So, both transactions appeared on my statement the following month for that day. I only want the store to refund me the $658.85 as I was charged for the same sale 2 times but only made the one purchase. They won't do it even though I gave them the copy of my bank statement proving the double charge. They keep saying I'll get it back but I don't. I've proved to the head office that they did this and yet no refund for the over charge.Business Response
Date: 08/15/2023
August 15, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
***********************/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 regarding the double charge on his debit card.
As this is related to ******, The Home Depot has reviewed this case, where we forwarded our customers concerns to our Canadian Executive Escalations team for their immediate attention and assistance with resolution. Home Depots Canadian Executive Team is reviewing all information pertaining to this matter and will continue to work with the customer until it is resolved.
With that being said, The Home Depot is in the process of addressing our customer's concerns. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer 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,
***********************
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