Complaints

This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Home Depot

  2455 Paces Ferry Rd SE # B # 3 Atlanta, GA 30339-1834

  
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  The Home Depot

  207 Kelsey Ln Ste G Tampa, FL 33619-4346

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  The Home Depot

  2925 Main Street SW Airdrie, AB T4B 3G5

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  The Home Depot

  1818 16 Ave NW Calgary, AB T2M 0L8

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  The Home Depot

  5125 126 Ave SE Calgary, AB T2Z 4E7

The 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:07/31/2023

  Type:Service or Repair Issues
  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.

  During the week of July *****, I went online in search of and conditioning company to come to my home for tune up on my home air-conditioning unit prior to starting it up for the summer. Home Depot came up as having such a serviceon the ** website i was requested to complete an online form in order to get scheduled for an appointment to have a tech come out for the tune up. I completed the form then returned it to ** as instructed. A few days later I received a call from ** and an appointment was scheduled for Monday July 17, 2023. The person gave me his name but not a title and had no business card. I thought he was a technician come to look at my unit for tune up. (I now know that he is a Home Depot salesman). He came in, I directed him to the basement where the unit is located. He was down there for a good few minutes when electrical power in a portion of the house was lost. The guy came upstairs, informed me that he had "damaged my blower" and would have to to order a replacement. He made a call to order the blower then said he would have the blower delivered that afternoon. I mentioned the power and asked what happeneddid you blow a fuse or what he said hed go back downstairs and check. He says he flipped the circuit breaker back to on and power was restored. He said the blower seemed to be working at the time. He turned the unit off. He went outside to check the air conditioning unit and informed me that I needed to replace that entire 10 year old unitas it possibly has leaks in the lines and any freon installed there would leak out. He said it would cost me just as much to purchase a new unit as to repair my current one. In order to save me the cost of freon, checking/repairing/replacing leaks and lines it would be best to replace the entire unit. After lengthy conversation, I did agree to purchase a new air conditioner explaining to him that my budget was no higher than $2000. He laughed, then went on to convince me to purchase a new unit with pad replacement and installation for $5000. He let me know that I wouldnt be able to purchase a decent unit for less. Paperwork signed, $5000 placed on my Home Depot credit card. On July 20, technicians from a company called Nu Image brought out the new unit. One guy (installer) worked in the back yard putting in the new unit, two other guys worked in the basement making connections for the new unit. One of these guys came up to let me know there was a problemonce turned on, the blower would come on then shut off. They also informed me that there was a mouse on the board and it needed to be replaced. The board had to be ordered and another visit scheduled. Another visit scheduled, board installedinstaller informs me that the unit isnt working as the blower isnt functioning. He said hed have to order a blower. I reached out to the initial salesman to ask what happened that damaged the blower and where is the one he said hed ordered. He informed me that a new blower would cost $800. He would order one.Another visit scheduled, another technician comes outwants me to pay $800 at this visit. I let him know that I would be paying $800 at this visitthat I would be contacting ** Corporate Hqtrs and sending a complaint to BBB as I feel the salesman has liability for the damaged blower. The tech called his office and was instructed to install the blower. Kudos to this tech as he stayed the course and got the system up and running which I absolutely appreciate.I am of senior age, and am battling breast cancer. Everyday is a struggle for me and I just dont need this added burden. I would appreciate your attention to this and help come to a good resolution of the matter.Thank you in advance for your attention and assistance.

  

  Business Response

  Date: 09/05/2023

  September 5, 2023
     
  Sent Via Email 
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro *******, ****** & Northeast ******* 
  ********************
  North Tower, Suite 900
  *******, ** 30303
  
  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 AC Unit.
  The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms.  ****** regarding her unit. Our customer has received a full replacement unit. The Home Depot considers this matter 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 if you have any questions.
  
  Sincerely, 
  
  *************************
  Home Depot
  The Home Depot- Customer Care
  Executive Escalations Team 
  Phone: *************************
  SF Case# ********
  
  

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  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 07/29/23 I rented a cargo van from Home Depot at ****************************** ******** ** *****, where I called prior to my visit and was told that cargo van is out but should be back at about 3:00pm. At home prior to my visit I looked up homedepot.com web site with rental of a cargo van specifically. I must add that I was interested in renting it for a day and such option was available at home depot.com. I started my van *********** on line but decided to call the store to find out about details. At that time I was told that renting of a van is actually done on first come first serve basis not as advertised at the rental site online which was $129.00 per day. Being informed during phone conversation that there is only one van and it is out until 3:00pm I decided to drive there at about 2:00pm. A van was already parked there so I asked at the rental to rent to me for a day (as advertised on their website, $129 per day). I was told that they actually don't rent it per day only instead for 6 hours. I asked for manager's assistance but was basically explained that it is what store offers, 6 hours period not longer. I needed the van (though very disappointed about misadvertisement) so I took for 6 hours. I kept it for 5 hours and 47 minutes, but I was charged full $129 as if I kept it for a day. So for me this is misleading advertising, and basically overcharging client for service (not mentioning stress of doing planned work fast in order to avoid unnecessary penalties for myself).

  

  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 address the customers concerns. Our valued customer has been apologized to for the misunderstanding of the rental pricing and has been provided with a full refund for their inconvenience. 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: 33429469

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  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 GE washer/dryer combo from Home Depot **** ***************. ****** ** ***** and it was delivered to my lake cottage (***********************************************************************) on 6/30/2023.Model #PFQ978FPVODS. This machine never worked from day one. GE sent a repair person after a week. The repairman said it is missing parts including the motherboard and balancing springs, among other things. He said that since this item is so new, he cannot even get parts for it for another couple months. I have been without a washer/dryer for one month now, since they hauled my still usable washer away. Home Depot is charging me for this and has refused to take it back. They don't want to get stuck with it. I have not been able to use this ever!

  

  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 has reached out to the customer to address his concerns. Replacement parts were ordered and shipped to ****************** at which he has confirmed that he did receive them. The customer is currently scheduled for repair on August 11,2023. The Home Depot does not consider this complaint resolved and the case shall remain open until the appliance has been repaired to the customers satisfactory.

  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: 33401976

• Initial Complaint

  Date:07/31/2023

  Type:Delivery Issues
  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 7/1/2023, I *****ED THREE PIECES OF CARPET AT THE *********** STORE. I PAID FOR THE ***** WITH A CREDIT CARD. THE SUPPOSED CHARGE WAS $68.25. I DID NOT ***** OR PAY FOR INSTALLATION OF THESE THREE SMALL PIECES OF CARPET.ON JULY 13 AN EMAIL WAS SENT FROM THE HOME DEPOT STORE TELLING ME THAT MY PICK UP DATE WAS JULY 27TH, 2023 AT THE HOME DEPOT STORE AT *******************************************************************************I WENT TO THE STORE ON JULY 27TH AND SPOKE WITH AN ASSOCIATE ABOUT MY *****, GAVE HER THE ***** NUMBER. THIS FIRST ASSOCIATE PROCEEDED TO TELL OTHER ASSOCIATES THAT I WAS CLAIMING THAT AN ***** EXISTED, BUT SHE COULD NOT FIND IT. WHEN I BEGAN TO OBJECT TO HER CHARACTERIZATION OF THE PROBLEM SAYING THAT I CLAIMED AN ***** EXISTED SHE BECAME FLUSTERED AND STARTED ARGUING WITH ME. ANOTHER ASSOCIATE GOT INVOLVED AND AS WE ARGUED WITH HIM REFUSING TO GIVE ME HIS NAME, A MANAGER CAME TO THE ARE AREA, WHOSE NAME I BELIEVE IS *******. SHE BEGAN APOLOGIZING TO ME FOR THE INCONVENIENCE BECAUSE SHE WAS ABLE TO FIND THE *****. SHE THEN TOLD ME THAT SHE WOULD ATTEMPT TO FIND THE ***** THAT I *****ED. SHE APPEARED BACK SOME FIFTEEN MINUTES LATER TO SAY THAT SHE COULD NOT FIND THE ***** BUT THAT SHE WOULD CALL ME BACK IN AN HOUR. THAT WAS ON THE 27TH AND SHE HAS NOT CALLED AS OF TODAY WHICH IS THE 29TH. I CALLED THE STORE TODAY, 7/29/23, AND SPOKE WITH AN ASSOCIATE NAMED ***** AND SHE TOLD ME THAT THEY WOULD ATTEMPT TO FIND MY ***** AND WOULD CALL ME BACK.MY ***** IS THREE SMALL PIECES OF CARPET THAT NEEDED BINDING WHICH THE STORE SENT OUT TO A BINDER. THE BINDER RETURNED THE CARPET TO THE STORE AND THE STORE NOTIFIED ME TO COME AND PICK IT UP ON 7/27/23. I WENT TO THE STORE ON 7/27/23 AND MY ***** COULD NOT BE FOUND.I BELIEVE THAT SOMEBODY INTERCEDED AND SENT THESE THREE SMALL PIECES OF CARPET TO AN INSTALLER WHICH I DID NOT ASK FOR OR *****. THE ***** WAS FOR ONE PIECE 52X21 INCHES, 36X14 INCHES AND 36X24 INCHES, THAT I WAS TO PICK UP FROM THE STORE.

  

  Business Response

  Date: 08/21/2023

  August 21, 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 has contacted the customer and apologized for their inconvenience. We partnered with our store team who reached out to the customer and informed the customer when the merchandise was found, our store team would deliver merchandise. However, as per the customer request our store team refunded the customer order in full on 7/31/2023. Additionally, we have also submitted a claim with ******** regarding the customer further concerns. The customer claim number is ***********. ******** will continue to work with the customer to resolve 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: ************
  SF Case # ********

• Initial Complaint

  Date:07/31/2023

  Type:Order Issues
  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.

  The Home Depot / ************* installer assigned my kitchen project *************************, is on Drugs and alcohol on the job! I smelled weed and alcohol on his breath each morning at 11 when he showed up. The project started in April and is still not done. I have crooked drawers, trim falling off, trim not even put on in places, crown molding with seams everywhere. I didnt feel safe in my home with their installation team. I felt like they were going to *** me for drug money. I know he was on other drugs too, like cocain, but cant prove that. I was afraid. Please send a manager to complete the work finally.

  

  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 regarding their project.

  Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint, the Executive Escalations team shared the customers concerns with Home Depot Installation Leadership. Home Depot determined the last service was completed on Tuesday, 5/23/2023, and there was no record of customer communication regarding complaints/concerns before receipt of the BBB complaint on Wednesday, 8/2/2023.

  On 8/2/2023, Installation leadership attempted to contact the customer via telephone/voicemail to schedule a service appointment for the following week. Via voicemail on Friday, 8/4/2023, the customer confirmed a ********************** appointment scheduled for Monday, 8/7/2023. Home Depot completed the service appointment as scheduled; however, Home Depot needs additional parts to resolve the matter. Home Depot will follow up with another service appointment upon receipt of reordered parts; these details were shared with the customer via email on 8/10/2023. The customer has direct contact information for Executive Escalations should they have additional questions/concerns.

  With that said, we are addressing the customers concerns and will continue to assist/monitor this matter until fully 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. If you have any questions, please contact me. 
  
  
  Sincerely, 
  
  ********************
  Executive Escalations
  Office: ***********************
  Reference Number: 33418572

• Initial Complaint

  Date:07/30/2023

  Type:Sales and Advertising Issues
  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 06/02/23 we paid $20k for windows to be installed. We opened a Home Depot credit card and paid a portion on our BofA credit card. We had to wait several weeks for the windows to be ready. The install occurred on 7/20/23. We ran into some problems and we had to contact multiple people to get it corrected which is still unresolved. On 7/24/23 I got an automated email with a receipt for the total amount, approximately $20k. I thought it was just sending a receipt since the install had just occurred but when I checked my credit cards I had been charged the full amount a second time. I contacted the store and multiple contacts I had asking about why this happened and I needed a refund. They are refusing to process a refund and said they need to look into it before they can do anything. I have provided proof of the original payment but they are refusing to refund the second charge.

  

  Business Response

  Date: 08/04/2023

  August 4, 2023
  Sent Via Email
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** &Northeast ******* 
  **************************************************************************************************
  
  
  RE: ***************************** / BBB Complaint#: 20394776
  
  
  Dear **************,
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction 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 customers complaint, the Executive Escalations team partnered with the Installation Leadership team to reverse the duplicate charges. As of Thursday, 8/3/2023, the District Installation Manager confirmed both refunds were processed back to the customers accounts. The Executive Escalations team updated the customer via email and provided copies of the refund receipts for their records. Home Depot advised the customer it may take 3-5 business days for the refunds to reflect on their accounts, depending on their respective banks processing schedule.
  
  With that said, we have addressed the customers concern 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. If you have additional questions, please contact me.
  
  Sincerely,
  
  ********************
  Executive Escalations
  Phone: ********************
  Fax: ************
  Reference # ********
  

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20394776
  
  I am rejecting this response because:
    I spoke with ******** on Friday 8/4/23 and explained several concerns regarding the **************. She said she was unaware of all of these issues and would follow up with them on Monday and get back to me. I have not heard from ******** and I still have several outstanding issues that are unresolved regarding this **************. I would like contact vie phone or email with details on what ******** is doing to work on the outstanding issues that are unresolved.

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/09/2023

  August 9, 2023
  Sent Via Email
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta,****** & Northeast ******* 
  **************************************************************************************************
  
  
  RE: ***************************** / BBB Complaint#: 20394776
  
  
  Dear **************,
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction 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 customers complaint, the Executive Escalations team partnered with the Installation Leadership team to reverse the duplicate charges. As of Thursday, 8/3/2023, the District Installation Manager confirmed both refunds were processed back to the customers accounts. The Executive Escalations team updated the customer via email and provided copies of the refund receipts for their records. Home Depot advised the customer it may take 3-5 business days for the refunds to reflect on their accounts, depending on their respective banks processing schedule.
  
  UPDATE: The customers original complaint mentioned duplicate charges for a project. As stated, Home Depot confirmed refunds for these charges on 8/3/2023 and provided receipt copies for the customer's records. In a phone conversation on Friday, 8/4/2023,the customer advised there were other issues/concerns regarding their window project not included in the original BBB complaint. Home Depot had already acknowledged these concerns, and a path to resolution was discussed via email on Thursday, 8/3/2023, between the customer and ********************** Team; the information shared on 8/3/2023, was also reiterated via email on 8/9/2023. Home Depot provided the customer with a new installer, scheduled a repair appointment on Saturday, 8/5/2023, and provided an updated ETA of 8/16/2023 for reordered *********** Depot is addressing/monitoring progress on these additional concerns via an open, ongoing case with our Executive Escalations team; however, the original complaint issue regarding the duplicate charges has been addressed and resolved.
  
  With that said, we have addressed the customers concern as stated in their 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. If you have additional questions, please contact me.
  
  Sincerely,
  
  ********************
  Executive Escalations
  Phone: ********************
  Fax: ************
  Reference # ********
  

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20394776
  
  I am rejecting this response because:
  
  Home depot does not care about their customers at all. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/30/2023

  Type:Product Issues
  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 four orders that were suddenly canceled by Home Depot and the orders were placed using gift cards. Those order numbers are as follows: WJ37721078, WJ37723504, WJ37722817, and WJ37722530. The refunds did not go back to my gift cards and is stuck. I have spent some time doing research online to find that customers who've had orders placed that ended up getting canceled using gift cards, needed to go into the store to get a refund (makes no sense to me - I placed a online order, why would I need to go to the store??) and in addition to this, those posts with similar customer experiences got a refund in the form of a ... in-store credit? Sorry no, that is totally not acceptable. I didn't get gift cards to be forced to use them in-store, I either need the original orders refunded to gift cards ending in ****, ****, and **** (the 3 gift cards used in each order) or a new gift card issued, or a refund in the form of cash. Needing to go to the store or getting a refund in the form of a in-store credit only that can't be used online is egregiously unacceptable. I'm filing this complaint to try to get a refund back on the original cards used or a new gift card issued, or a cash refund.

  

  Business Response

  Date: 08/11/2023

  August 11, 2023
     
  Sent Via Email 
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast ******* 
  ********************
  North Tower, Suite 900
  *******, ** 30303
  
  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 order.
  The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr.  **** regarding his order. Our customer has had checks issued to him via his local store. The Home Depot considers this matter 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 if you have any questions.
  
  Sincerely, 
  
  *************************
  Home Depot
  The Home Depot- Customer Care
  Executive Escalations Team 
  Phone: *************************
  ** Case# ********
  
  

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  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.

  07-30-2023 Claim#: ******** On July 8, 2023, at 4:35 PM- 4:55 PM, I was in my car at the Home Depot parking lot waiting for my daughter to come out. I heard a thumping sound coming from my car. As it turns out, the Home Depots flatbed cart hit my car. It damaged the passenger door. I was parked in front of the store on their sidewalk, not blocking the entrance door, when I heard the thud. I reported the incident to the manager and filed an accident report. I was informed that the complaint was filed with their insurance company, ********. Their insurance company had advised me that they are not responsible for the damage to my car and therefore they will not compensate me. I would like to file a complaint directly with Home Depot. I am hoping you could further assist me. Please refer to the report.Thank you in advanced I am,******************************* ******************************************************************************** ************** ************** ***************************************************Claim#: ******** Date/Time of incident: 07/08/2023 - 4:55 PM Location: Home Depot, ********************************************************

  

  Business Response

  Date: 08/04/2023

  
  Attn: ***********************? 
  Customer Experience Specialist?? 
  **********************?? 
  Serving Metro *******, ****** & Northeast *******?????????????? 
  North Tower, Suite 900 311? 
  *******, ** 30303? 
  
  August 4, 2023
  
  RE :  ******************************* /Complaint file #********
  
  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 the recent accident ******************* had in front of our local Freeport Home Depot store 1206.
  
  The Home Depot has carefully reviewed all information pertaining to this matter.? The Home Depot Store filed a GL Claim # *********** with ******** ***************** the third-party administrator that handles for legal reasons all of the General Liability issues for The Home Depot. ******** has reported that they have processed the claim and sent a Settlement offer. I have contacted the customer to apologized on behalf of ********************** and confirmed that the Settlement has been offered and I have sent ****************** an E-gift card due to the delays experienced with the claims process.
  
  The Home Depot now considers the 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,? 
  
  ******* Head ? 
  Home Depot Customer Care?? 
  Executive Escalations ? 
  Phone# *************************
  Fax# **************?? 
  SF Case#:?33396799
  

• Initial Complaint

  Date:07/30/2023

  Type:Product Issues
  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 an Electric Range #WM38692730 online for my tenant on 6/24/23 from Home Depot. After the delivery on 6/28, the tenants found out they made a mistake. The electric outlet in the kitchen is Not good for the stove. They can't use the electric range at all. They have to return it.Since then, I started to contact H.D to ask them if I can return it or get a gas range replacement with the same price. H.D addressed me to talk about manufacturing GE, then GE kicked me back to H.D..After so many tries (both me and the tenants ), the problem is still here. H.D still doesn't want to either return or replace..We're stuck here now. It's a brand new electric range, why can we get it returned or replaced due to a tenant's mistake?H.D said that's their policy but I never knew it. No where to see the policy... No one ever told me that either. Almost all big stores have a 30 days return policy. So I didn't expect this unfriendly policy at all. I really want H.D to reconsider my request to let us return the product.

  

  Business Response

  Date: 08/21/2023

  August 21, 2023 
  
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast ******* 
  **************************************************************************************************
  
  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 our customer may have experienced regarding an electric range ordered with The Home Depot. 
  
  The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has refunded the customer for the range.
  
  With that said, The Home Depot considers this matter 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 if you have any questions.  
  
  Sincerely,
  
  ***********************
  Executive Escalations 
  Phone: *********************** 
  Fax: ************
  Reference Number: ********

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  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.

  Was almost turn away because I bought gift cards at the ********** ***** store around 4pm central time and a worker by the name of *** was rude and called a manager on me because he claims that you cant use a credit card to buy gift cards which is crazy and I done this in the past in other Home Depot stores and he wasted my time and money and I was stuck at the store for 10 mins manager said it was okay but I didnt like the way I was treated like a criminal because I was buying gift cards for my 6 year old nephew birthday and wont be shopping this store again

  

  Business Response

  Date: 08/01/2023

  Aug. 1, 2023 
  
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast ******* 
  **************************************************************************************************
  
  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 our customer may have experienced regarding a gift card purchase made with The Home Depot. 
  
  The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot store leadership team has contacted the customer and addressed the customers concerns.
  
  With that said, The Home Depot considers this matter 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 if you have any questions.  
  
  Sincerely,
  
  ***********************
  Executive Escalations 
  Phone: *********************** 
  Fax: ************
  Reference Number: ********