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
- 11,777 total complaints in the last 3 years.
- 3,509 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:08/02/2023
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 installed an air conditioner with The Homedepot and they have the sub contractor which is ************* in 2019.This year in June, I found the air conditioner is not working, and I asked ************* to come to repair it. Their tech came and said" there is a melt leak from the coil should be since the begining of the installation and the warranty should be covered that". However, the following week, I received a call from ************* and they told me that I need to pay them the deposit or agree to pay them if Trane(the brand of the coil) won't pay to them. Their reason is I didn't do any matintainece with them to keep the warranty. The owner of the business asked me to contacted other Trane dealer or Homedepot to solve the problem, and they are not going to provide any service for me.However, I have never received any notification that I need to do that to keep the warranty. Since today, I contacted *****, and they told me that my warranty should be good, and the maintainece is never been a problem to get the unit repaired. However now, Homedepot is closed the conversation and ************* is not providing any service.Trane told me I can ask another dealer to repair, but I need to pay the labor.I have attached the emails with *************, and contracts, and etc.Thank you ***
Business Response
Date: 08/04/2023
August 4, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: *********** /BBB Complaint#: 20407118
Dear ***************,
We acknowledge the receipt of your notice dated August 4, 2023, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding your air condition with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our ****** Executive Escalations Team. The ****** Executive Escalations team will contact ******** with a 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 if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********Customer Answer
Date: 08/08/2023
Complaint: 20407118
I am rejecting this response because:They sent me an email said, they have nothing they can do.
Sincerely,
***********Business Response
Date: 08/09/2023
August 9, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: *********** /BBB Complaint#: 20407118
Dear ***************,
We acknowledge the receipt of your notice dated August 4, 2023, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding your air condition with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our ****** Executive Escalations Team. The ****** Executive Escalations team will contact ******** with a
Resolution.
As pervious stated the ****** Executive Escalations Team will be assisting ******** regarding her home air condition installation. Please advise that ***************** does not have access to your project due to you are in ******.
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: # ********Initial Complaint
Date:08/02/2023
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 July 20th I placed an order (#WJ37185943) from Home Depot for a 96" Husky Heavy Duty tool box which shipped out from *******, ** the following day. Original delivery date was July 26th, but on July 28th I was notified it was in Loris, ** (about 1 hour south of me) and "an exception occurred" and the updated delivery date was now going to be August 1st. On August 1st I attempted to reach NonStop Delivery Service several times, but could only get an automated machine that had me enter my tracking number ******** and then told me it had not shipped yet and hung up on me. No human support, no one to explain to me where my $2,000 tool box is or when I'll possibly get it. This was the third delivery date they have missed and still nothing from them. I've contacted Home Depot and they've opened a case to investigate further. I've already requested that Home Depot never use this carrier again for any future orders of mine. At this point and after reading how many other people have had this same experience and never received their orders its looking like fraud and grand theft could be the case here. I'm really disappointed that Home Depot would use a company with such a bad reputation to deliver products. I just want what I ordered and paid for. I'm not sure what happened, but this is unacceptable. I was actually going to order a second one of these toolboxes, but now I'm hesitant considering what I'm going through with the non-delivery of this one.Business Response
Date: 08/10/2023
August 10, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***************************/Complaint file # ********
Dear ***************************,
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 placed a new order for the Toolbox with an estimated date of arrival of 8/14/23. At this point, The Home Depot does not consider this matter to be resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 08/10/2023
The Home Depot reached out to me very promptly and worked very diligently to assist me with this unfortunate situation. Within 48 hours of speaking to *****, I received notification of a replacement toolbox shipping to me at no cost to me. Once that toolbox arrives in good condition as expected, I will consider this case closed and satisfied.
The diligent actions and personal service of ***** at The Home Depot even made me decide to go ahead and order an additional toolbox from them I had also been considering.
Business Response
Date: 08/16/2023
August 16, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***************************/Complaint file # ********
Dear ***************************,
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 placed a new order for the 96-inch toolbox and the customer has received the toolbox. At this point, The Home Depot considers this matter to be resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:08/02/2023
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.
7/23/2023 Order number WJ37343741 I purchased $2,348.87 across 3 items.Home Depot denied me a return because of their third party system, it flagged my account and now I cannot return these items. I tried to return the items in person, and was still denied, this is a lot of money for me, and I wish to just be able to return the products and receive a refund accordingly.Business Response
Date: 08/10/2023
August 10, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *******************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address his concerns. ************** was able to return the merchandise back to the store for his full refund. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
Case: 33429492Customer Answer
Date: 08/10/2023
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:08/02/2023
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 called a number listed on the Home Depot website for installation services and paid the $40 fee to have someone come out to measure for new entry doors. The appointment was scheduled for 8/1 between ****am. The tech didn't call or communicate with me and I needed to be somewhere so a few minutes before 10 I called and he said he could be to my place in 45 minutes. I needed to be somewhere so we rescheduled for 8/2 between ****am. By 11am I hadn't heard anything and texted the tech, who proceeded to tell me he's based out of IL. I'm in ********. I called my local store to have someone local come and found out that they can't use the order I put in and so I need to call the IL store to get a refund and then schedule through my local store. The call has been made to the IL store for a refund and the lady rudely told me that I need to be patient and she would call me back. I just want a refund for services not followed through on. TERRIBLE customer **********************.Business Response
Date: 08/04/2023
August 4, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot store team has processed the customers request for a refund. The corporate office apologized to ******************* for her inconvenience and provided a gesture of good will for her experience.No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 33429504Customer Answer
Date: 08/04/2023
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:08/02/2023
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.
Original Purchase of items on receipt: 7/12/2023 Original scheduling of all 3 appliances: 7/22/2023 --> however I never received a text/call to inform of delivery time window as I was supposed to. I called to get a time from and it was a time frame of 3-7 pm, however I was informed that delivery windows were from 800-1200 and 1-4 pm so I could not do this time. I tried to get it changed however could not and had to delay delivery until 7/24/2023 On 7/24: delivery arrived and they did not have a stacking kit to install my washer/dryer unit. I refused delivery since I only had 48 hours to inspect and return Order rescheduled to be delivered again for 7/29. I had to order my own stackable kit to ensure they could install the units.7/29: delivery arrives and then delivery guys noticed the drain was not long enough for the dishwasher. This is not an item stocked in the store so I could not get it installed. I had to call the mfg to get a drain for the next delivery which I rescheduled for 8/5. In addition, damage to the dryer, needed to request a replacement for this one 8/2: received a text that my delivery was going to be made on 8/3 but I previously spoke with Home Depot to ensure both the dishwasher and replacement dryer were to be delivered on 8/5.I have been on the phone with Home Depot and they stated the delivery service Temco Logistics is only going to drop off the dryer on 8/3 not install it. I said this is unacceptable b/c I have a current dryer that needs to be removed and why deliver an item and not install it. I have been getting the run around the entire time. I have been paying on items I have not fully received and there is no communication between home depot and temco. I asked for the # for temco so I can handle it and they will not give me a direct line to them.Business Response
Date: 08/15/2023
August 15, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *******************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalations Team has reached out to the customer to address her concerns. ************ has confirmed that the new dishwasher was delivered and installed and that everything went very well. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
Case: 33429509Initial Complaint
Date:08/02/2023
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.
7/3/2023 ******** The business committed to providing a blind and installation service. The nature of my dispute is the order placed and paid for is not complete. The business and the contractor hired by them is not following the contract or providing a timely service. Home Depot is not following ** in a timely manner in the ordering, tracking, or installation. They have been playing phone, and texting tag from day one. I have called numerous times and have been placed on hold for ***** minutes at a time or calls have not been returned by upper management at all. I have attached all documents concerning this dispute, and I deserve an apology as well for the way I have been treated.Business Response
Date: 08/07/2023
August 7, 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 our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their inconvenience. We partnered with ************ Team to complete the customer ****************** on 8/4/2023. The customer confirmed, their blinds were ********************** properly and to their satisfaction. 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 #********Customer Answer
Date: 08/09/2023
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:08/02/2023
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.
Compensation promised, but not given.In January 2021, I ordered replacement sliding doors for my condo. The installation process required no fewer than five separate trips by the installers, over a period of 18 months, because the vendor repeatedly delivered the wrong merchandise. On one trip, he installers tore out the old doors, then discovered that the replacements did not fit. They ended up covering up the hole with plywood. The replacement doors weren't available for two months (January and February 2012), and the plywood "fix" greatly displeased the ************************ Another pair of doors fit, but were the wrong color (the *** is very particular about exterior color), and were not replaced until months later.I had numerous communications by phone and email with *********************, in the ******************* at the ******** Home Depot. She apologized for the multiple delays, which she attributed to COVID, supply chain disruption, a malware attack on the vendor's computer, and overall sloppy management by the vendor. She promised compensation for the inconvenience I experienced. After the installation was finally complete, I left multiple voicemails for Ms. ******** to remind her of her offer of compensation. She never responded. The sliding doors cost me more than $18,000. While ****** never mentioned a specific amount of compensation, I would suggest that $1,000, which represents a little more than 5 percent of what I paid, would be an appropriate amount.Business Response
Date: 08/04/2023
August 4, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot assistant store manager reached out to the customer to address his concerns. ********************** was apologized to and has been provided compensation for the door installation project.No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 33429523Customer Answer
Date: 08/04/2023
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:08/02/2023
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 toilet in March. It was broken. I sent it back and ordered another toilet. It was shattered. I sent it back and received the first broken toilet. I sent it back and received the shattered toilet again. I was told by an agent to hold on to the shattered toilet and see if the warehouse would send a new one. The next toilet was also broken. I sent it back and received another broken toilet. I called to return both it and the one I was holding on to and was told that neither could be returned because of my purchase history. I was told to call another number where they had to talk to me personally and verify some information before they could process the return. The person at that number said no, they could only send my purchase history to me. When I asked what good that would do, since my purchase history was not in question, they hung up on me. I called Home Depot back and the agent tried to assist me but I got an email saying, "Return Denied." Then the phone line went to dead air. I called back and the agent once again tried to make a return, but was unable to do so. She tried to contact her supervisor, the number she was told to give me, and Kohler itself, and was blocked at every turn just as I had been. Finally she agreed the BBB was the only option for getting the $376.71 back.Business Response
Date: 08/09/2023
August 7, 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 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 advised the customer via email their refund was approved and processed. 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:08/02/2023
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 # WJ35762257 Ship To:******************************* *********************************************** Ordered Jun. 29 Outsunny8 ft. W x 4 ft. D Metal Storage Shed with Dual Locking Doors (32 sq. ft.)Paid $373.06Homedepot delivered the shed and upon putting the shed together it was noticed that the shed was damaged during the delivery. The shed was half built and HomeDepot said they will send *** to pick up the shed. Its been a month going in circle talking to HomeDepot reps and NSD, no one from *** came to pick up the shed, they keep providing excuse saying I never picked up the phone and closing the ticket. I have multiple case numbers opened each time saying *** will contact me which they never have. I would like a refund! The shed is located at the front lawn and can be picked up anytime! No need to reach out to me on the phone if that is the excuse made for not picking up the shed. *** department need to be restructured cause that department does not pick up their phone, its impossible to contact!Business Response
Date: 08/03/2023
August 3, 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 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. The customer's order has been refunded by our Online Executive Team. Additionally, our team has advised the customer that they may dispose of the shed, and the customer has agreed to do so. As a token of good customer **********************, we provided the customer a Gift Card for the inconvenience. 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 #********Customer Answer
Date: 08/03/2023
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:08/02/2023
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.
Issue 1: June 12, 2023 - dishwasher ordered June 19, 2023 - the dishwasher was supposed to be delivered; however delivery agency said the item was damaged; they said home depot would contact me to arrange a new time July 1, 2023 - I hadn't heard anything; I went to the store and ask... representative said the dishwasher is on backorder until July 15, so I asked them to cancel the order. He said he did it, and the refund will appear in **** days. 7/21/2023 - call asking where my refund is... the guy said it would take an additional **** days... I asked if they could expedite it. He said no (case number: ********)7/31/2023 - call again, asking where my refund is. The guy said he would expedite it to 48 hours 8/2/2023 - I still haven't gotten refund the >$1200...Issue 2: 7/21/23 - ordered a workbench 7/26/23 - workbench was delivered with a missing wheel; I tried to refuse the delivery since the delivery people were the ones who noticed it. They said no, you will need to call home depot. I called home depot they said they would order a new one for me and have someone come out to pick up the old one. 7/27/23 - I get an email from the company to pick it up, which says to call them. When I call them, an automated system says, "we will contact you shortly," then asks, "do you still need to speak to someone" and then auto hangs up. 8/1 - my item is delivered, but they (the worker who placed the order at the home depot over the phone) did not select the same delivery method that i chose on my first one, which was delivery to the first room in the house. The workbench is 300+ pounds. I cannot lift this as a single female. So I call home depot and explain the situation. They said we can get someone out in ***** hours to help with this. I ask if they can expedite it, as now I have my indoor workbench outside in the elements for days on end. They said no. 8/2 - New workbench sitting outside in the elements, defective workbench sitting in my garage, yet to get my dishwasher refundBusiness Response
Date: 08/15/2023
August 15, 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 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 informed the customer that their appliance refund was processed on August 1, 2023, and they should expect it to be processed within 1-3 business days. Our Online Team has also partnered with our carrier to schedule pickup of products. The pickup has been scheduled for two different dates. The first pickup occurred on August 14, 2023, and a refund has already been processed. The second return pickup is scheduled for August 21, 2023, as per the customer's request. Once the pick-up has been completed, the customer will receive their refund.. Our team will remain committed to working closely with the customer to ensure that we address all their concerns. 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: ************
** Case #********
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