Business Profile

Building Materials

The Home Depot

Headquarters

Complaints

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

Customer Complaints Summary

11,859 total complaints in the last 3 years.
3,466 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/27/2023
Type:Service or Repair Issues
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.
Purchased a ******* refrigerator from Home Depot on 11/06/20 and a five yr protection plan. Their ph # ************ . In May of this year the ice maker began to malfunction, leaking water into the ice tray causing the ice cubes to become one solid mass. Reported problem to protection plan, 5/16/23. Claim # is **********. Repair man was sent out on 6/2/23 from cone appliance. He left with no repair being performed. Have contacted Home Depot protection plan twice since with no resolution
Business Response
Date: 06/30/2023
June 30, 2023

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************

RE: ***********************/ BBB Case #: 20242535

Dear *************:

We acknowledge the receipt of the BBB Case #: 20242535.

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. The Home Depot partnered with the Online Executive Team and Asurion which is the Home Depot Protection Plan. The customer has been issued a full refund for the refrigerator in addition to a fix it fast credit.

With that being said, The Home Depot considers this matter closed.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

**********************;
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********
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,

***********************
Initial Complaint
Date:06/27/2023
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 dryer on 10 June 2023 (order # H2566-269878) from Home Depot (HD) which included the cost of delivery (14 June 2023) and installation. Delivery staff told us he could not install the dryer because the exhaust tubing (purchased with the dryer) needed to be installed straight (no bends / turns) from the wall when in fact the tubing was labeled - flexible. The delivery person shrugged his shoulders and left us with the dryer to be installed on our own. Due to the availability of time I was unable to install the dryer exhaust for another day due to time constraints. After installing the dryer on my own, I attempted to complete one load of laundry. Prior to loading the dryer I ran it and felt a little heat but thought it was weird that a weird burning smell along with wire-shorting sounds were made. The dryer tumbled but there was no heat coming from the dryer that I just purchased a days ago. HD does not accept appliances for return beyond 48 hours. However, that policy is flawed in that I paid HD $600 for a working dryer but the product I purchased was defective at the outset. So now Im stuck with this item that is basically NEW but was never going to work at the time of purchase. HD recommended I call GE. GE setup a repair appointment. Technician came out and identified an additional wire that the manufacturer had placed in the dryer that shorted the heating element. Ordered parts will take weeks (yes thats correct, weeks) to be delivered and added time for scheduling technicians appt. I am weeks, possibly a month away from a functional dryer. This dryer was basically doomed before it arrived. The 48 hour HD policy is unfair and fails to meet one of the core values on HDs website. I called both HDs ***** number and the local store to be told theres nothing more they could do. HD was more than happy to charge me $600 and take my money, but not as willing to resolve my issue. A core value of HD is excellent customer **********************.
Business Response
Date: 07/06/2023
July 6, 2023

Attn: ***********************

Customer Experience Specialist

**********************

Serving Metro Atlanta, ****** & Northeast *******

********************

North Tower, Suite 900

*******, ** *****

RE: *************/ BBB Complaint#: 20241999

Dear **********,

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction 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 ************** has contacted the customer and scheduled a ********************** repair.

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,

********************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********
Customer Answer
Date: 07/07/2023

Complaint: 20241999

I am rejecting this response because: I have made multiple attempts to call the number listed on the message (******************** / Executive Escalations / The Home Depot | Store Support Center / *************************) at normal business hours with voicemails being left. I have not received a return phone call. The response is correct in that a "service repair" was requested by GE by myself. The service repair was not requested by HD and if it was I was never notified that that was the course of action taken by HD. Furthermore, this does not resolve the issue of being sold a defective dryer at the outset. I understand HD policy on these large appliances however it does not address instances in which customers are sold items that are already defective. Please address.

Sincerely,

*******************
Business Response
Date: 07/17/2023
  July 17, 2023

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************************************************, Suite 900
*******, ** *****
RE: ************* / BBB Complaint#: 20241999
Dear **********,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction 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 Major Appliance Team called the customer and advised that any repairs/replacements would have to be through GE/Hotpoint under their 1-year warranty. They apologized and reiterated the point that the item was delivered on 06/14/2023 and we were not notified of any damage/defects until 06/22/2023 well outside the 48 hours. They also provided a copy of the return policy for major appliances.
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,
********************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********
Customer Answer
Date: 07/17/2023

Complaint: 20241999

I am rejecting this response because: The timelines addressed in this response are correct. However, the item's defect would not have been recognized by myself within 48 hours. The 8 day timespan between delivery and the first service call is because GE does not provide immediate assistance to identifying an issue with an appliance. GE has identified that a wire misplaced in the dryer's heating element is responsible for the faulty dryer. The 48hour policy in this instance does not provide the customer enough time to identify a problem. Additionally, it is not the customer's responsibility to disassemble an appliance and identify a faulty product. I do not specialize in dryer mechanics. GE's indication that a faulty wire was responsible for the issue speaks to the larger issue that HD willingly took my money in exchange for a product that was already defective on delivery. Therefore a 48hour policy in this instance should not apply. You (HD) were quick and extremely helpful in punching in the credit card information at the time of purchase but when it mattered the most regarding customer **********************, you failed. I have had already one customer ********************** representative via phone telling more or less asking me to feel sorry for HD since returning the item would come at a monetary loss for a billion dollar corporation. Way to go in making the customer (an active duty ***************************** feel heard and helped.

Sincerely,

*******************
Initial Complaint
Date:06/26/2023
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 never picked up order WE21899075 from Home Depot. Home Depot claims I did pick it up and will not issue a refund for an order I never received. Scam.
Business Response
Date: 07/07/2023
July 07, 2023

Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************

RE: ******************************* BBB Case # ********

Dear *****************************,

We acknowledge the receipt of the *************** Consumer # ********
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 carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online resolutions team has closely collaborated on this issue and their findings indicate that the store did not release the item in question. As a result, the refund for the purchase, which was made using a gift card, will need to be picked ** in-store.
With that said, we have addressed the customers concern and consider this matter resolved.
It's The Home Depot's 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
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Customer Answer
Date: 07/07/2023

Complaint: 20241024

I am rejecting this response because: Home Depot never issued a refund to the gift cards used for the order.

Sincerely,

*******************************
Business Response
Date: 07/10/2023
July 10, 2023

Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************

RE: ******************************* BBB Case # ********

Dear *****************************,

We acknowledge the receipt of the *************** Consumer # ********
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 carefully reviewed and investigated this matter and offers the following in response to your concerns. As previously stated our online resolutions team has closely collaborated on this issue and their findings indicate that the store did not release the item in question. As a result, the refund for the purchase, which was made using a gift card, will need to be picked ** in-store.
With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's 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
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********

Customer Answer
Date: 07/10/2023

Complaint: 20241024

I am rejecting this response because: Home Depot never responded with proof I picked up the order, probably because it didn't happen. Where is the proof?
Home Depot's policy is when an order is canceled, the refund goes back to the gift cards used. In this case, it did not happen.
On 7/6/23, Home Depot customer ********************** informed me in writing I'd receive a replacement gift card by e-mail within 3-5 days. I still have not received it. HD can either mail it or e-mail it.

Sincerely,

*******************************
Business Response
Date: 07/18/2023
July 18, 2023

Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************

RE: ******************************* BBB Case # ********

Dear *****************************,

We acknowledge the receipt of the *************** Consumer # ********
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 carefully reviewed and investigated this matter and offers the following in response to your concerns. As previously stated, our online resolutions team has closely collaborated on this issue, and they have stated that they explained to the customer that the order had been released in error by the store and the product never left the store. They explained to the customer that they used a Home ********************** Gift card to pay for the item and must go to the store to get the refund and can go to the store at their convenience. They also explained to the customer that we are unable to refund it back to the original gift card and we have now sent an email to the store to contact the customer to explain the process.
With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's 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
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********

Customer Answer
Date: 07/18/2023

Complaint: 20241024

I am rejecting this response because: I still have not received the gift card. If Home Depot won't send it, they can just send a check for the value of the gift card. Either way works for me. I'm flexible even though the whole issue is Home Depot's fault.

Sincerely,

*******************************
Initial Complaint
Date:06/26/2023
Type:Delivery Issues
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.
Very unhappy with the service from Home Depot. Every step has been a giant hassle. We got a home loan to do a bunch of things around our house, went to go online and order about 8k worth of materials. The website will literally not allow it, contacted customer ********************** and they could not get it to work. Countless hours on this. I finally print a list and go into the store, there is one overworked person mannng the customer ********************** and returns desk. At 5pm on a weekday, it was madness. I had a giant order and felt bad for having to go in and have them input the order. Thought or would be fine then, delivery day comes and goes, they swear they will be there the next morning. Nothing, they call the next evening, truck broke down, fine it happens. Next day they didn't come until 5pm. I was trapped at home for 3 days waiting for this truck. Then come to find out they forgot 22 deck blocks. Calling the store is crazy, they don't answer. I finally had to go in person. Again. They had no idea where they were or what happened. I was assured someone would call me the next day. Nothing. Randomly get a call today saying they are dropping them off, I am not home but say okay to get this over with. They dropped of 21, not 22. Beyond frustrating and again no one would answer the phone. Honestly, I regret not going with **** for all this stuff, the lack of customer ********************** and communication is baffling. I have wasted so many hours on just getting an order to my house and now I'll have to go into town again for just one **** deck block.
Business Response
Date: 06/29/2023
June 29, 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 has contacted the customer and apologized for their inconvenience. Additionally, our team has offered compensation which the customer has accepted. Should the customer require additional assistance, please advise them to contact ***** at *************************.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case #********
Customer Answer
Date: 06/29/2023

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:06/26/2023
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.
We made an online order from Home Depot. We never received the order. The online information showed that the order was still in shipment. We contacted Home Depot. Home Depot said it would offer a refund. We never received a refund. Shortly after, all our online orders disappeared from our account, and we have no way to check.
Business Response
Date: 07/03/2023
July 3, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

RE: Wan *****************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced 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 Online Executive Escalations has reviewed Ship To Home (STH) order WP22510407 was conducted. We established that although the order shows as shipped, carrier *** cannot provide POD (proof of delivery) for tracking 1ZRX95040324611250 related to the item shipped, and due to the age of the order, we can no longer process a system refund. For that reason, a manual check request for $94.34 was submitted to Home Depot Online Executive Escalations OREEEC leadership and was approved. The customer was advised to allow ***** business days for the check to arrive at *******************************************************

With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax: ************
Reference Number ********
Initial Complaint
Date:06/26/2023
Type:Delivery Issues
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 ordered a piece of furniture from Home Depot. They told me it was to be delivered by OnTrac. They told me it was delivered to my home on Wed June 7 at *****pm. I did not receive the item when we went out to look for it. Nor did it show up on our Ring Cam as them coming to our door. They claim it was delivered, but we didn't receive it. Home Depot told us their policy is, that if it is written as delivered then they won't refund. I got into an extended email conversation with them. They told me effectively that OnTrac, do not have any evidence it was delivered. I asked if they have a photo. It seems they usually do, but not this time. I paid for a service from Home Depot, and did not receive it. (I'll attach the email conversation). They still refused to refund me, and only offered a gift card, which is inadequate.The total amount I paid is ******. I'd like a refund, plus compensation for making me have to chase after them, just to ask them to act ethically. I've spent way too much time on taking care of this.
Business Response
Date: 06/27/2023
June 27, 2023

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************

RE: ********************* /BBB Compliant:20239554

Dear ***************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their refund with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer regarding the reorder. The customer has confirmed that they received the reorder. The online executive team has refunded the customer for the original order and provided additional compensation. No further assistance is needed at this time.

With that being said,The Home Depot has addressed the customers concern and considers this matter closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********
Customer Answer
Date: 06/27/2023

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:06/26/2023
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.
Purchase - Home Depot ( store # **** ) Kitchen Aid Dual Fuel Downdraft Range Transaction date - 5/20/2023 Amount Paid - $4128.01 Business committed delivery to home on 5/27/2023, 5/31/2023, and 6/15/2023. Delivery attempts were not made on any above date.Business gave $110.00 refund on 5/27/2023 for inconvenience of failed delivery, and a partial refund of $219.11 on ******* when the order was cancelled. We are still due $3848.90. The business will not provide reason for delay or even the status of the refund delay.Delivery did not deliver appliance on 5/27/2023, Rescheduled delivery on 5/31/2023 and again on 6/15/2023. Delivery did not occur.Three attempts made to deliver failed. I cancelled order on 6/16/2023 and was promised refund by 6/22/2023. Refund did not occur. Spoke to manager of appliance department in person on 6/23/2023. He could not provide resolution or give me status of refund or reason for delay.We were refunded $110.00 for inconvenience of failed first delivery attempt, and $219.11 on 6/23/2023 with promise of remaining refund $3848.90 by 622/2023. We are due the remaining refund of $3848.90.
Business Response
Date: 06/29/2023
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 ****************** regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.

The Executive Escalations Team in partnership with the Online Executive Escalation Team have reviewed the customer's complaint and addressed his refund concerns. The Online Executive Escalation team advised that the customer's refund is ready at the store but the transaction amount had been disputed it with the customer's card company. The Online team explained if the card is recharged than they can still go into the store and process the refund there. The customer advised that they understood. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.

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:06/26/2023
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.
In 2022, I hired Home Depot for the installation of new countertops in my kitchen. I have tried to contact Home Depot to resolve my displeasure in the countertops being defective. No one will respond to my messages. I have sent Home Depot emails with pictures.
Business Response
Date: 07/11/2023
July 11, 2023

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************

RE: *********************** / BBB Complaint#: 20239247

Dear ***************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their defective countertop with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team has contacted **************** regarding his defective countertop. The store management team has spoken with the supplier and offered to come out to clean the countertop with the magical solution they have and to provide the customer with compensation. **************** denied the return trip however he accepted the compensation. No further assistance is needed at this time.

With that being said,The Home Depot has addressed the customers concern and considers this matter closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********
Initial Complaint
Date:06/26/2023
Type:Delivery Issues
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 placed an order for a play-set via credit card on 6-3-2023. Order Number WP68976949. The shipment arrived so damaged that the Home Depot Installer that arrived to assemble it said he had never seen one so damaged in all of his career. Pictures attached. I arranged for Home Depot to come and pick it back up for a refund. The carrier that was supposed to come and get it, ***, never showed up, never called, and never followed up. I have had a case created by Home Depot and nothing has been done. Case 33052431.I want this item picked up and refunded fully. Also, if I incur interest charges for this $1,700 purchase, I would like to be reimbursed by Home Depot for their lack of follow-up.
Business Response
Date: 06/30/2023
June 30, 2023

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************

RE: ******************* /BBB Compliant:20239195

Dear ***************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their request for pick up with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the *** to schedule a pickup with the terminal to have the product picked from the customers home. The customer has been refunded for the product and was offered a gift card for the inconvenience. No further assistance is needed at this time.

With that being said,The Home Depot has addressed the customers concern and considers this matter closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ******** / Online ********
Customer Answer
Date: 07/05/2023

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.
It took a while, but I am satisfied with the Home Depots actions in resolving this. Thank you.

Sincerely,

*******************
Initial Complaint
Date:06/26/2023
Type:Delivery Issues
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.
The Home Depot charged my credit card $2800 for an online order available within ******. However, almost three weeks later (after delivery deadline/estimates) my order is went from ****** to ********. So, now the product would take at least two more weeks to get to me, if it gets to me at all. My complaint is that my $2800 is not being refunded. Nor do i know where my product is. The order is time sensitive becasue of the nature of where i live.
Business Response
Date: 06/27/2023
June 27, 2023

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************

RE: *************************** /BBB Compliant: 20239004

Dear ***************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their refund with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer regarding processing his refund. The customer has been advised that the merchandise has been received and his refund has been processed on June 26th. No further assistance is needed at this time.

With that being said,The Home Depot has addressed the customers concern and considers this matter closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online
Customer Answer
Date: 06/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************

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