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.
On 7/30/23 I arrived into a Home Depot looking for various things when I found a great price on two refrigerators with a 50% off Listed Price sign. The listed prices were ******* and ******* which would equate to 800 and 650 respectively. After hours of in store wait time to honor the prices the associates gathered our information to notify us when they could enter in the proper amounts in order to pay for the two fridges. After a whole day we contacted Home Depot to see if we should prepare to pick up the fridges, to which a manager of sorts said they would not honor it and they weren't able to honor their own signs (50% OFF). After countless mess *** from the Home Depot on a recent build project we have been doing this became the last straw and I have decided to file a claim on their lack of resolution. For reference purposes I worked in store with ****** and ****** at the ********* location and I believe over the phone with a manager named ***.
Business Response
Date: 08/11/2023
August 11, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 reached out to store leadership to ensure a satisfactory resolution is reached given the issues. 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: 08/15/2023
Complaint: 20409471
I am rejecting this response because:There has been little to no forward movement regarding the issue, only acknowledgment that I have raised concerned over not honoring their in store prices. After multiple weeks of mulling efforts of **** Depot, not even a hint of timely resolution has yet to occur. I expected a ******* of **** Depots caliber to expedite an issue of this size in a very timely manner which has not been the case.
Sincerely,
***********************Business Response
Date: 08/18/2023
August 18, 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 partnered with the store manager to reach out to the customer. The store manager stated that they would work with the customer toward a resolution. 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: 08/18/2023
Complaint: 20409471
I am rejecting this response because:
No solution has been provided.
Sincerely,
***********************Business Response
Date: 08/23/2023
August 23, 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 connected with the customer and made an offer on the appliances that the customer rejected. We are exploring further options to get the customer resolved. At this point, ********************** 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: 08/23/2023
Complaint: 20409471
I am rejecting this response because:Ive been offered products at a small sale price and not the one reflected by their signage that multiple employees confirmed to be true.
Sincerely,
***********************Business Response
Date: 09/05/2023
September 5, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 followed up with the store manager again, to see if they are willing to markdown the appliances further. 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: ********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.
We purchased a dishwasher and the installers still have not properly installed it after four attempts. The most recent issue is with missing legs that are needed to keep the dishwasher leveled. The installers said they were thrown out with the packaging by one of the previous installers. However, they installed the dishwasher anyway saying that they "did the best they could" with leveling it without asking for approval for this method. I was concerned with this set up and called Home Depot. They said that the installers should not have installed the dishwasher without the legs. I informed them that with the incompetency of the installers and the concern with the method of install, I wanted to hire my own plumber and have Home Depot compensate me for the work. They refused and offered to take off the installation fee and have the correct legs installed, but I was disconnected before we could make arrangements. They did not attempt to call back. I then went to the store and talked with the manager. They offered to give me legs from the floor model and have them installed ASAP. However the model was discontinued and they did not have any legs for our model and would have to take from a different model. I offered them to give me 50% off the dishwasher to cover my own installation and parts, and they refused. I left and discussed the concern with my wife. We found the offer of having a company that has already installed something incorrectly to try yet again, and the offer of legs that does not match our original model unacceptable. Both options would lead to potential damage to our property and the dishwasher. When I went back to the store to arrange a return for a product that does not work properly, the assistant manager refused, claiming only her store manager could do this. Any store should have the capability to accept returns at any time. We have possession of a product we cannot use and no ************ will be installed correctly.Business Response
Date: 08/14/2023
August 14, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
Re: ********************** BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their dishwasher installation.
We reached out to the customer and apologized for their inconvenience. A service date with a plumber was scheduled for 08/12/2023. Unit to be disconnected and returned to the store. A pickup date will be scheduled by Monday 08/14/2023. Once unit is returned, the unit will be scanned in, and refund will be processed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
SF Case # ********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.I have already been in contact with the store and the dishwasher has been picked up after a delay. There is still some confusion about processing the refund. I got a call on the morning of 8/14 saying only a partial amount had been refunded because one part of the refund needed my card swiped. When I went to the store no one knew what I was talking about. I left without swiping my card and hope ********* who left me the message calls me and lets me know what I need to do.
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.
While placing my order through Home Depot I was given the option to have the delivery be left outside of my home or inside of our garage. I opted for inside of my garage because of the size of the delivery. I was given a call yesterday 7/31/23 to confirm delivery with the window of 9am-1pm for Tuesday 8/1/23 and would be given a 30 minute heads up phone call. I took the day off of work to accept my delivery. At 1:30pm I did not receive a call. So I called the delivery service and was told I was the next delivery and to expect its arrival in ***** minutes. The order did not get delivered until 4:36pm. Which I can understand if there are issues during other deliveries, but I did not receive a courtesy call to explain that there's a delay, and was also lied too when I was told it would be an additional 30 minutes. Again, understandable as I am a reasonable person, but the aggravating part is that the delivery driver left my order outside of my garage, and refused to bring it inside. If I wanted an outdoor delivery I would have opted that option, and not had to take off of work. Now since I did opt for that option, I now have wasted 7.5 hours of unpaid work. I attempted to explain my situation to two Home Depot customer ********************** employees to only get both conversations ended by them. They did not care to hear my complaint or find a solution to remedy my frustrations.Business Response
Date: 08/02/2023
August 2, 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. As a gesture of goodwill, we have provided the customer compensation and it will be refunded to the customer original form of payment. 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:08/01/2023
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 0731/2023, I requested assistance to purchase an exterior door but I did not receive a timely response. I had to purchase the door because it was on sale. The sale ended therefore it was necessary to speak to customer care to purchase the door for the sales price. On 08/01/2023, I call the area for an installation and was told Home Depot needed to charge $40.00 for them to measure the door. Home Depot found another way the charge more for their products. Basically, I purchase a 36 X 80 door to replace another door Home Depot replaced 8 years ago. The measurement wasnt needed then Home Depot installed the door when you purchase for a fee. Now they want to charge me just because. If they cannot installed $918.00 door, I will return the door for a refund.*******************************************************************Business Response
Date: 08/02/2023
August 2, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
Re: *******************************/ BBB Case ID #********
Dear **************,
We acknowledge the receipt of the BBB Case ID #********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his weathered plank panel.
Home Depot has carefully reviewed this matter and offers the following response. Online Executive Escalations Specialist *************************** contacted customer via phone and advised of the $275 E-gift card to cover the lost sale price, delivery fee and inconvenience of order being canceled.Customer will call the store to coordinate a new order and installation date.
With that being said, The Home Depot consider this matter closed.
Please know that The Home Depots goal is to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm ESTInitial Complaint
Date:08/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I came to the store because I saw a RYOBI promotion. I took 2 of the items that displayed the offer on the package and when I scanned them it pop up the offer. None of the store employees could find what was the other tool that was supposed to be free. After 45 min came the store manager and says they cannot honor the promotion because was over however the advertising was still ** in the screen. He says the Primo ended 1 month ago. ******** care phone line said it ended 2 weeks ago. But even like that, the ad was still up. They refuse to honore what is supposed to be a 350$ X 2 offer. We keep calling customer care and they just hung up on us. (Us meaning the store manager and myself).We have spent over 2 hours on this and still no resolution.This is misleading advertising that clearly is illegal on this state.Business Response
Date: 08/08/2023
August 8, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
Re: *************************** / BBB Case ID #********
Dear **************,
We acknowledge the receipt of the BBB Case ID #********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her Ryobi starter kit purchase promotion.
Home Depot has carefully reviewed this matter and offers the following response. Customer was assisted by one of our Operations Manager at store #**** in *****, ** and was given a $200 discount off the Ryobi package purchase. I also offered customer a $150 Home ********************** gift card to cover the remaining cost of the promotion. Customer accepted the gift card offer and confirmed an **gift card. I processed the **gift card on 8/4/23.
With that being said, The Home Depot consider this matter closed.
Please know that The Home Depots goal is 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.
Sincerely,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm ESTInitial Complaint
Date:08/01/2023
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.
Home Depot had issued a consumer credit for appliances purchased at 0% interest rates for 24 months. However, after having notified that a physical card was not received, their payments department from Citibank has already started calling and harassing me to make payments. I had spoken to an individual named *******, this person would not provide me their last name, however, they were asking me to provide my direct debit detail over the phone.There was no response from Home Depot regarding their system glitches which clearly indicates a lack of integration with ********** systems, this has led to a physical card not received on my end and the payment process outstanding triggered by Citibank. Unless a card is physically available, I cannot make payments. Poor system integration issues should not be the consumer's fault, I have noticed numerous complaints online about HD's consumer credit. Hopefully, the leadership at Home ********************************* will address to resolve their below par business operation.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 has reviewed this case and reached out to all parties involved. The Home Depots credit company Citibank is the financial organization managing credit accounts. As a result, we have forwarded the complaint to Citibank accordingly. At the conclusion of the review and investigation by Citibank, our valued customer will receive a response and resolution directly from them within ten business days.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: 33418497Customer Answer
Date: 08/10/2023
Better Business Bureau:
I have reviewed the response made by the **** in reference to complaint ID ********, however, my request is that **** should remove late fees that were charged because it is still due no fault of the customer. I have provided more detail on concerns raised with ****, attachments associated include more detail on response.
Sincerely,
*************************Initial Complaint
Date:08/01/2023
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 sliding door. I kept calling to see if the door was in. They kept saying no. So I cancelled the order. They have refused to refund my money. I still have no door and no money refunded 5 months later. Now they are saying the door was released and then checked back in ??????????I want my money refunded back to my card.Business Response
Date: 08/07/2023
August 7, 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 reached out to the customer to address his concerns. ************** was apologized to and provided a full refund for his missing order. Customer requested a mail check at which he will receive to his home address. 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: 33418507Initial Complaint
Date:08/01/2023
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.
Im receiving a poor customer ********************** experience and experiencing potential fraud as well.On Saturday Jul 15 or so, I came in to ************** location and met with *********************. We arranged for a measurement of my closet. I paid a fee for this. It turned out Home Depot doesnt have the product to fit my measurements.On Monday, July 24, I spoke with ******. This is when he called me to tell me they didnt have the closets I wanted. I asked him and he agreed to send my measurements that day. He never bothered.I visited the store on Saturday, July 29 to see ****** (since he told me hed be working that day). ****** was not there. No one was in the area to help customers. I called and left a voicemail message. Ignored. [Worth noting, I listened to an excessively long rambling outgoing voicemail only to get to the prompt to be told the voicemail is full. Voicemail should never be full, because it should be monitored. Lazy, unprofessional staff. I then left an email message. Ignored.I called again on Monday, July 31. No one picked up.I called again on Tuesday, Aug 1. I was explaining that I wanted to get my measurements and ****** never sent them.The man who picked up the phone Tuesday has an, highly unintelligible gruff voice. His name is Bee or **** I couldnt understand. He was furious when I asked him to repeat his name--so furious, he hung up the phone. I called to speak with a manager. I was left holding for more than 15 minutes. I hung up.They call you when they want your money. They ignore you when they don't think they'll get it. I just spent more than $1,000 at Home Depot -- prepared to spend thousands more, but not if I'm treated like this. This is my customer ********************** experience at ************** Location. Second-rate. I want my measurements or my $40 returned.Business Response
Date: 08/03/2023
August 3, 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 customer refund back to the original form of payment. ********************* was apologized to for her experience and provided a gesture of good will. 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: 33418505Customer 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:08/01/2023
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 cabinets, flooring, quartz ********************** hardware with the assistance of a kitchen designer from HOME DEPOT. They have contractors to do the work from EPIC KITCHENS. The project started in late September/October. It took 8 months of mistakes on their part until finally we said no more. The wrong color cabinets were ordered, the wrong glass doors were ordered, the flooring was installed but not properly, the bulkhead was removed & new drywall was installed leaving exposed drywall tape in approximately a 6 ft area, the ceiling was left lumpy & not sanded properly, the drawer & a 3 ft part of the wall was scratched, the bifold doors were removed to lay the *** & was dented, the trim on the bottom of the upper cabinet was cut incorrectly, the quartz countertops were discolored & it took 3 1/2 months for HOME DEPOT to replace the yellowed quartz, 1 of the cabinets is 2 from the window & the other side is 1 from the window. A piece of the flooring is coming up. Our kitchen is a small galley *************** of all the chaos is the stress of a renovation that should have been completed in 6 weeks. Trying to deal with the division managers has not been helpful. They are taking advantage of us & trying to low ball us a fair refund. At this point we need an attorney just for the aggravation of incompetence from ********* KITCHENS.Business Response
Date: 08/30/2023
August 30, 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 Installation Service team reached out to the customer to address her concerns. Due to unforeseen circumstances, ******************** has been compensated for the unfinished project via refund to her credit card account. The team considers this matter to be resolved with no further action 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: 33418500Customer Answer
Date: 08/31/2023
Although the Home Depot has refunded me a certain amount we will never be happy with the results. The company that performed the unsatisfactory work should be fired & the amount that was refunded does not cover all the mishaps & mistakes. We were forced to accept the amount & our kitchen still is not completed & we will have to hire another company to finish the work that wasnt completed by the Home Depot contractors.Initial Complaint
Date:08/01/2023
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.
My order number is WM40337089. This issue has been going on for weeks, I did not receive the paint sprayer that I ordered online. The ***** tracking shows that it has not moved at all. I went to chat support and was told to go in store to start a return process, I dont know how that is possible since I never received the item. I went in store anyway to see if anyone could help, and as Ive expected no one was able to help. I then went to chat support again and was told to contact ***(the ***************). All *** could do was give me my retail activity report which has no history on it, so why was my refund denied? I went to chat again and was told to contact cashstar as a last resort, because home depot cant do anything with the *** block. Cashstar said I would need to contact home depot to receive my refund. So Ive been thrown around different places now, it seems no one even cares or wants to give me my refund for my item that I never received. This has been my worst shopping experience from Home Depot in all of my years being a customer.Business Response
Date: 08/10/2023
August 10, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******,****** & 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 our company.Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the complaint, the Online Executive Escalations team confirmed the order status, requested a refund override, and contacted the customer via telephone/voicemail/email on 8/2/2023. The Online Executive Escalation team advised a refund to the original payment method could only be processed at the Store Managers discretion; however, Home Depot offered/processed an e-gift card as a one-time courtesy on Monday, 8/7/2023.
Should the customer need additional assistance regarding this matter, please recommend they contact the online agent managing their case, ****, at ***********************.
With that said, we have addressed the customers complaint 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: 33418548
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