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
- 11,863 total complaints in the last 3 years.
- 3,465 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:06/29/2023
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.
In July of 2022, I entered into a contract with Home Depot to have replacement flooring installed in the home I purchased in March. They contracted ******** Renovations to complete the install. During the install, Avion Joy, an installer from ******** informed me that my subflooring needed to be replaced in certain areas and there was further leveling that needed to be completed. He charged me an additional $1400 to complete the work. The floor has since started to break apart, I contacted Home Depot who sent ******** back out and it was reported that my house was structurally unsound. I had a structural engineer out who refuted those claims and further stated that ******** did not complete the work in a satisfactory manner. ******** refunded the money that ***** charged me, but it has still left me with the massive expense of having my floors replaced again which I would not have had to do had Avion completed the work in a satisfactory manner or had informed me that he was not competent enough to complete the work. Now I will need to replace my floors again, and endure significant inconvenience because when this work was done the first time, the house was empty. Furthermore; during the install, I had to have my toilets disconnected, one of ********** associates peed in a toilet that was sitting in my carport not connected to plumbing. I reported this but never heard anything back about it. This has been an appalling experience to say the least.
Business Response
Date: 07/10/2023
7/10/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
RE: ************************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
On behalf of The Home Depot, I apologize for any inconvenience ***************** may have experienced regarding Flooring Installation with our company.
The Home Depot is in the process of reviewing this case. To provide the proper resolution, we respectfully request additional time to research this case.
Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 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 customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************** Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 07/12/2023
Home Depot has not yet provided me with a satisfactory solution to the issue at hand. They have only offered an extension of my warranty and 7 boxes of flooring to be installed to replace the broken flooring sections. They have not yet addressed the cause of the floor breaking or the inconvenience I will endure at having to temporarily relocate for said work to be completed.Business Response
Date: 08/11/2023
8/11/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
RE: ************************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot District Service Manager offered our customer a full refund of $4792.98 of customers Flooring Purchase/Installation which can be used towards the purchase of new product, structural repairs as well as the installation. The team denied customers request of 7 boxes of flooring as well as free flooring repair.
With that being 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: ***********************
Reference Number: ********Customer Answer
Date: 08/11/2023
Complaint: 20253835
I am rejecting this response because: while I accepted their offer, I am not happy about the outcome. Home Depot sent an installer who knowingly engaged in work he was not licensed to complete. I believe they should hold their contractor accountable and satisfy their customer.
Sincerely,
*************************Business Response
Date: 08/14/2023
8/14/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: ************************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot values our customers feedback and will use it to further review our service provider/installers practices to ensure complete customer satisfaction. Our customer has been fully refunded in the amount of $4792.98 for this purchase/installation to resolve the matter.
With that being 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,
***************************** Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:06/29/2023
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 made a purchase via home depot for tub and shower installation. Home Depot contracted with another business who performed the installation. Due to a fall in the shower the handle that cuts the water on and off came off (not under warranty), I have been trying to get the shower handle replaced at my expense, however, Home Depot is refusing to offer any assistance. I've spoken with ******************** and Ns. ****** . I was asked to take pictures of the problem and email them over which I did. No one is returning my calls or following up with me. I have been without a working shower and tub for 1 month, having to check into hotels so that I can shower and shampoo my hair. I offered to pay to have the entire installation cost for the panel that has the shower/tub handle, however, I had had no success in working with Home Depot for Customer Support. I've asked that I be provided with upper management contact information which they refuse to provide as they continue to ignore me. All I'm asking is that usage of my shower and tub be restored Please help me and I thank you in advanceBusiness Response
Date: 07/25/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE:*************************** / BBB Case # ********Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to Mrs. ***********;regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team has reviewed the customer's complaint and provided her with the information for our Pro Referral program to locate a non warranty handymand/professional contractor to address the customer's shower handle concerns. The customer advised that the local professional contractor caused damage to her bathroom wall and shower/tub assembly during repairs. We partnered the customer with our Sedgwick team who created a property damage claim #*********** for her regarding this experience and will be the customer's point of contact regarding the resolution for this for claim. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Sedgwick Claims Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:06/29/2023
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 June 16, a GE Refrigerator that I purchased the previous week from Home Depot was delivered to me by ********************* TEMU.The first problem was that the two Delivery guys failed to install the refrigerator properly which caused me not to be able to get ice at all. After reporting this incident another set of Delivery Guys came out the following week and realized that the Freezer door had not been installed properly and they fixed it, which caused me to get ice from the dispenser, but not in the ice bucket in the freezer. After calling the Manager, ***** with Delivery, he advised me to call ***************** Keeping in mind that I paid ******* for the Refrigerator and is currently being billed for a product that is not working properly, which is no fault of my own. After calling GE, I was advised to work on the Freezer myself by using a wooden spoon. I advised the Service Rep. that I was not going to work on a Refrigerator that I have paid for that is not working. The Service Rep then asked if I want to request a Service Repair, and I did. I would think that since I have been inconvenienced for almost a month, that GE would immediately try to get someone out to get my Refrigerator working properly, but I was advised that it would be around July 7, before I could get help. Which Im scheduled to be out of town. Then the Service Rep advised me to call Home Depot for immediate help, I did, but was informed that after 48 hours, there aint nothing they can do. But in the meantime, I, the customer, is still without ice, but is still being billed for service that I dont have. I can only fault the company who sold me the refrigerator, which is Home Depot, because they used unprofessional Delivery Service to deliver and Install, and they failed miserably In properly installing my Refrigerator from the beginning. So now I continue to wait, but the bill has been processed.Business Response
Date: 06/30/2023
June 30, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* /BBB Case #: 20253464
Dear **************:
We acknowledge the receipt of the BBB Case #: 20253464.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The Online team contacted the customer to advise we are unable to offer compensation while a claim is currently in process. The team also advised the customer to reach back out to us once their claim has been resolved for further assistance.
With that said, we have addressed the customers concern and consider 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
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********Customer Answer
Date: 07/06/2023
In response to Home Depot. I see where the Writer said she considers the matter closed. Well I disagree because I still dont have ice, my door is still broken and not up. I have been put in a very inconvenient situation, and Im not satisfied because of the procrastination to get my refrigerator working properly and my door put up. The responsibility has been left up to me to find some one to fix my door. The appointment to get my refrigerator working properly was set out for a week pass the day that I reported it. Im currently out of town, and trying to find someone to go to my house to wait for the appointment scheduled for tomorrow. Who know what time they will show up, which means I have to put another person day on hold for me.
no matter how you look at this situation, Im the paying customer and I have been terribly inconvenienced. I dont consider anything with this claim resolved, I consider it all in a pending status until I am satisfied.
Business Response
Date: 07/14/2023
July 14, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* /BBB Case #: 20253464
Dear **************:
We acknowledge the receipt of the BBB Case #: 20253464.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. As previously stated, the Online team contacted the customer to advise of our policy while a ******** claim is currently in process.We are unable to offer compensation at this time; however, we advised the customer to reach back out to us once their claim has been resolved if further assistance is needed.
With that said, we have addressed the customers concern and consider this matter resolved. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********Initial Complaint
Date:06/29/2023
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.
1- we purchase Home Depot gift cards using our money (debit card)2- the gift cards were used to place an online order on the Home Depot website 3- the order was cancelled (by Home Depot) a few days later 4- our money was never returned back to the gift cards or the debit card used to purchase the gift cards This leaves us without our money (**** dollars) for over 10 days?!Home Depot is saying we must wait for their investigation to be resolved before they return our money? They are holding our 4K for no reason as we did nothing wrong on our endthey cancelled our order claiming there was an issue with the gift cards they issued. We should have been refunded immediately. Had this been a credit card transaction, it would have been immediately refunded. I have yet to see any credible company ask a customer to wait until their investigation is done, then issue a refund and I find this quite disturbing to say the least.The way this matter has been handled is rather unprofessional to say the least.Thank you!*******Business Response
Date: 07/10/2023
July 10, 2023
Attn: ***********************;
Customer Experience Specialist?
**********************?
Serving Metro Atlanta, ****** & Northeast *******?
***********************************************************************?
*******, ** 30303
RE: ********************** /?BBB Case #********
Dear **************
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received a response from our Online Escalation team that the Customer has been informed that his gift card refund will be issued by check of $4000.00 within 7 to 14 business days. The only agreement is that he signs a Settlement and Release Authorization. The Customer has agreed and currently his check is within transit.
With that being said, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.?
Sincerely,?
******************************;
The Home Depot - Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case# ********Initial Complaint
Date:06/28/2023
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.
June /22 - Contacted Home Depot to install Trane Air Conditioner.June 29/2022 - *** Contractors installed the air conditioner.- had to call *** Office numerous times to receive a bill and air conditioner cover.-Eventually received a photo copy of the bill and cover.Nov 9/22 - Had ************************* contractor come to check my furnace. Said the air conditioner was not installed properly. Compressor was not installed. The wire to the humidifier was cut and used to connect the air conditioner to the thermostat. The humidifier thermostat on the wall upstairs the wire was cut. The contractor showed me the cut wire. The pipe that send water to humidifier was disconnected.( no water goes to humidifier that does not work.. ************************* installed this humidifier when they installed our Trane Furnace. He also said contractor like this make the good contractors all look bad.The electrical was put in without a permit and was not checked by the city. I called the city and they said the electrical has to e checked. Their bill said they got a permit and it was checked which is not the truth.Electrical box is a mess. They added a shut off for air conditioner which turns off other lights. Did not have any problems with the electrical box before. The wiring to electrical box for the air-conditioned is installed next to heating ducts. This heat could deteriorate the wiring and cause a fire. Nov. 15/22 - Called Home Depot Manager.Nov. 16/22- Home Depot Customer ********************** said it would be done in the Spring/23.************************* Ticket #******* ***** 910-6704 I also mentioned the items that were stolen from my home. First he mentioned a liability form to bee filled out, and then he said call the Police. I did not hire these unreliable *** contractor. Home Depot hired them. They are not listed in the yellow pages Spring came and went with no call from him. April 20/23 - I talked to a employee at Home Depot in the store. He told me to contact ********************, Manager Home Depot. Strathcona store.I called ******************** but they would not let me speak o him. I told him my problem and he said I will call you tomorrow. I never got a call return from this store. Few weeks passed. Customer ********************************************* called and said they will have *** Contractor come back. I told them - they did not do the job right the first time I do not want them back. I said if they showed up I would have to have the police there as they removed numerous items from my home I only noticed after they left. Have heard nothing more from Home Depot.Business Response
Date: 07/06/2023
July 06, 2023
Sent Via Email
Attn:***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************************
RE: *********************************/ BBB Case #: 20252710
Dear *************:
We acknowledge the receipt of the BBB Case #: 20252710.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We partnered with the Canadian Executive Escalations Team regarding the customers case. They have attempted to reach the customer (4) times via phone and have not been able to communicate with the customer. They have also sent an email to the service provider to try and correspond with the customer as well.
In order to support the customer, Executive Escalations will need to book a service call to do an inspection on this unit.At present, we have not been able to communicate with the customer via phone and the customer has no email address on file.
With that being said, this matter is still being monitored and in progress until completion of the installation.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
**********************;
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone:*************************
Schedule:Monday- Friday 9:00am-6:00pm EST
Case #: ********Initial Complaint
Date:06/28/2023
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.
Hired Home Depot to do a kitchen remodel in October 2022, paid an additional & 750 up from to have the kitchen remodel finished by Thanksgiving 2022 , which they missed, then it was supposed to be installed by Christmas, they started the actual install in December but due to a noticeable color difference between the doors and the laminate they were installing the project was stopped, contacted supervisor of subcontractors he ordered new laminate which took approximately 4-6 weeks, when it showed up it was the exact same color, didnt match, he reordered more laminate took another 4-6 weeks, when it showed up same issue did not match the door fronts, he kept apologizing and said he would contact factory for a solution and kept telling us they **** make it right once the install was finished, finally the week before Easter 1 st week of April the install was finished, I asked about compensation for missing deadlines and for keeping our kitchen tore apart for 5 months, they have offered $250 in compensation, they also have not refunded the $ 750 we paid up from for the project to be finished by Thanksgiving 2022. Im asking for $ **** in compensation along with refunding the $ 750 for missing the Thanksgiving deadline. I have Home Depot customer ********************** involved but so far they have been NO help in getting this resolved. Can you help ??****Business Response
Date: 07/14/2023
July 14, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***************************/ BBB Case #: 20252096
Dear *************:
We acknowledge the receipt of the BBB Case #: 20252096.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following update. Home Depot has partnered with the Service Provider who currently has several different options of handles on order and would potentially be willing to replace all of the handles to ensure the customer is satisfied. The customer has requested compensation for project delays which will be taken into consideration upon completion of the installation.
With that being said, this matter is still being monitored and in progress until completion of the installation.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
**********************;
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Initial Complaint
Date:06/28/2023
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.
Purchase a warranty at Home Depot to cover my washer. The washer failed in 5-6-2023 purchased the Hot Point washer in April 2022 at that time I purchased a 5 year warranty thru All-State from the Home Depot. The first time I contacted the Home Depot/All-State was the end of April 2023 and 4 times since then. I also contacted the Home depot for help Working with ****** the manager. The warranty states if they can't fix it in 3 days the will replace it. It is going on 3 months. All-State state they would return my money with in 24 hours and it has been 3 weeks. The warranty also states in they can't fix it in 3 days they will also issue a 50 dollar gift card They scheduled a repair on 5-7-2023 and never showed up. This has been going on for almost 3 months with zero resolution. I am asking my money back for the washer as well as the warrantyBusiness Response
Date: 07/10/2023
July 10, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
****************************************************************************
Re: ********************* /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Escalation team has contacted ************** and was informed by the customer that there has been communication with Allstate. The customer verified the recovery of a previously sent gift card and is awaiting a mailed check to arrive within six (6)business days.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:06/28/2023
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 SPENT $2,350 for a DAMAGED FRIGIDAIRE REFRIGERATOR FROM HOME DEPOT. I have a scheduled delivery on 06/23/2023 but then Home Depot rescheduled it for 06/28/2023 for a new Frigidaire refrigerator. I did check the product upon delivery for any dents or cracks until I had to take all the blue tape off the deli drawer and noticed the cracked on the right side of the drawer. Theres no way you would noticed it not until you take the blue tape off. I called the Home Depot ******* immediately and let them know about the issue hoping they would be sympathetic enough to assist me on how to get the issue resolved. Instead, the person who answered my call was RUDE and told me, well, you accepted the delivery and so you have to bring the product back to us for a refund. When I was at the store I even told the sales associate that there is no way for me to bring it back to them if there is any issues since my husband is super busy. THIS WILL BE THE LAST PURCHASE IM GOING TO MAKE FROM HOME DEPOT. ITS SHAMEFUL THAT HOME DEPOT REFUSED TO HELP ME AFTER I REPORTED AN ISSUE ON THE *** OF THE DELIVERY. SO, I CALLED FRIGIDAIRE AND THEY ARE SUPER HELPFUL AND PROCESSED A REPLACEMENT PARTS TO BE DELIVERED THIS SATUR***.Business Response
Date: 06/29/2023
June 29, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
****************************************************************************
Re: Maygensin **** /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Escalation team has contacted the customer Maygensin **** to addresses their concerns and apologized for their experience regarding their appliance replacement. The customer has verified they reached out to the vendor themselves and the issue was handled. We offered the customer a discount for the inconvenience. The customer accepted the offer and resolved the matter.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 06/30/2023
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,
Maygensin ****Initial Complaint
Date:06/28/2023
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 received a refrigerator and it sat in our receiving area for several days, upon opening the box it was found to have extensive and irreparable damage. the damage on the refrigerator was not consistent with the condition of the box leading me to believe this unit was repackaged or the box was manipulated in such a way that the damage would not be apparent upon delivery. The home depot representatives were unwilling to provide a refund or credit on this unit. I have escalated through several layers of management and provided photos to show the damage to the refrigerator that looks like it was dropped from a considerable height the damage is extensive causing buckling to the entire rear access panel from top to bottom the top portion of the refrigerator box is crushed the left side of the box is crushed this unit is completely unusable and is "NEW" .were told it's our responsibility as their policy requires damage reporting within a given period. had the damage to the box been consistent with the damage on the unit we would have declined it before it was unloaded. It would seem we were deliberately deceived, there was forethought and malice in their actions. ORDER NUMBER H4008-240546Business Response
Date: 07/11/2023
July 11, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******,** 30303
RE: ************************* / BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Executive Escalations team has contacted customer and placed an order for a replacement refrigerator scheduled the delivery and updated the customer of timeframe for delivery. Customer verified delivery went well and appliance was installed today. Customer was pleased with outcome.
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,
Shonyea ***********************,
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 33100998Initial Complaint
Date:06/28/2023
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 May 18, 2023, I made a purchase from Home Depot's website (order WB46208262), consisting of three GE-branded items: a dishwasher, a range, and a microwave. Unfortunately, two of the items arrived damaged. The dishwasher had a damaged front door and the entire bottom of the machine was loose, causing water to flood my kitchen and damage the drywall and floor. Home Depot replaced the dishwasher, but I had to reassemble it myself, despite being promised assistance with the assembly when I opened the claim.The second damaged item was the range, which had one burner locked into full power. This posed a significant fire hazard, and I promptly filed a complaint on the same day via SMS, having evidence of all the messages. However, it appears that the Home Depot representative did not register the case. When I followed up, the next attendant informed me that the claim window (which was only 24 hours) had already closed. I explained that I had filed the claim on time, and the representative acknowledged the messages but supposedly escalated the issue to someone else. Unfortunately, it has been over a month since then, and there has been no resolution or updates provided by Home Depot regarding the case.As a customer, I find this situation disrespectful and completely unacceptable.Business Response
Date: 07/27/2023
July 27, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *****************************/ BBB Complaint# ********
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase of appliances for our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer and arranged to have the appliance picked-up from their home. The return was verified, and the customers refund was processed and will return to the original form of payment within 3-5 business days.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
Shonyea ***********************,
Executive Escalations
P:********************
F:************
SF:# ********
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