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 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:06/26/2023
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.
Signed a contract with HD for kitchen cabinet refacing, countertops, etc. 9/20/22 for $28,000. Concerns surfaced after measure on 9/29. Assured all was well. Issues with HD credit card and promised two year no interest promotion. Install of cabinets 1/9-13/23. Many problems during install requiring modifications to the project and redoing items that were not done well. Floating shelves arrived damaged, wrong hinges installed, missing three handles, wrong color faucet, etc. Problems installing countertops 2/9. Separate transaction for backsplash tile install. Poor quality work. Discovered crack in countertops in March. Problems with some doors not closing. Terrible communication and response time from February to current date. After many emails to various people at HD, got a call 6/23 to schedule install of remaining items. That same day, screws fell out of hinge where they were stripped due to door being made too large. June 26, installers came just with floating shelves, which were damaged once again. We rejected shipment. We want delivery and install of our missing or damaged items (or possible substantial refund to cover missing or damaged items so we can get them elsewhere) and repair or correction of incorrect or damaged items. Overall, the cabinet refacing process in inadequate, the quality of the materials is poor, and the communication and customer ********************** within this ********** of **** Depot is severely lacking. No one should be paying for this type of project through **** Depot.
Business Response
Date: 07/25/2023
July 25, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ********************* /BBB Complaint#: 20238472
Dear ***************,
We acknowledge the receipt of your notice dated June 26, 2023, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their home improvement project with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Installation Team. The Home Installation team will contact ************* with a resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********Initial Complaint
Date:06/26/2023
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 had a refrigerator delivered by Home Depot. The delivery staff was phenomenal. We should have had a 12 foot water line with the fridge we paid for in our order. I tried calling Home Depot customer ********************** and was hung up on 4 times the fourth time i said if we get disconnected can you call me back since Ive been hung up on already. The rep said theyre unable to call anyone back but she would do her best. She came back on the line and said please hold for one more minute and while she was talking to me, the phone made a beep sound, and then an automated voice came on saying please wait please wait and then said were unable to connect you. Please hang up. I want a gift card refund for the pipe as well as a gift card to be used as a credit towards a water filter for the inconvenience but you have caused me today.Business Response
Date: 06/28/2023
June 28, 2023
Sent Via Email 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 regarding her purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who provided the customer a gift card for $150.00 for the inconveniences.
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 - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 33073116
Customer Answer
Date: 06/28/2023
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: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.
They canceled my order due to a system error. I didnt get a cancellation email! Nothing. I checked and it was canceled with no notice or care. I want to reorder the item. With the discount they advertised. They never told me what the error was. They refuse to even give me a discount for their lack of professionalism or customer **********************. Never again !Business Response
Date: 06/30/2023
June 30, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ************************* /BBB Compliant: 20237894
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their cancelled order 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 her cancelled order. The customer stated shes wanting to place a new order and would like a discount. The online team agreed to offer the customer an electronic gift card for her inconvenience and placed new order for her. The customer stated she is satisfied with the resolution. 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 ********Initial Complaint
Date:06/26/2023
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 would like to file a formal complaint with The Home Depot and the product I purchased on 04/23/2022. In April 2022 I purchased over $3100.00 worth of carpet and installation to my townhouse and it was installed in May of 2022. There were some hiccups but it was installed and I was very pleased. Fast forward to April 2023 and I was vacuuming my living room and my Dyson vacuum pulled up a piece of fiber from my carpet. There was nothing that would have gotten caught by the vacuum. I contacted The Home Depot immediately and I received a call from *************************** and I told her that I hadn't had the carpet a year and it already frayed. She had asked my to send her a picture of the damage and she also wanted a picture of my vacuum. I didn't understand why, but she had told me that "Dyson vacuums aren't covered under the warranty", that seem strange, and I had asked *** to send me the section in the warranty where it stated that information. I went online to look at the warranty information and it did not state that you could not use a specific vacuum. I sent the pictures that *** had requested and the receipt that shows that my vacuum was newly serviced on April 5, 2023. *** had stated she would submit the claim to the company. From April until June 5th - I kept following up with *** and requesting updates on what the status of the claim is - she kept having to follow up with the company. Over two months of back and forth The Home Depot stated that they will not honor the claim because vacuuming is not covered under the warranty. They never sent an installer out to assess the damage at all and simply denied it. My issue is NOT with how the carpet was installed it is with the PRODUCT itself. A carpet that I paid over $3000.00 should not fray so easily when one is vacuuming. Mind you I have already paid off the entire balance of the purchase.Business Response
Date: 07/05/2023
July 5, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: H *********************** / BBB Complaint#: 20232166
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their defective carpet with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The home service team has partner with the manufacture regarding the defective carpet. Manufacture findings came back, and they have determined that the carpet is not fixable due to the type of loop. The customer has been offered compensation to assist with replacement of her carpet. 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: # ********Customer Answer
Date: 07/05/2023
Good afternoon:
I have read the response from Home Depot but I wanted to advise that this matter has not been completed. Home Depot is still attempting to contact the manufacturer in order to get an onsite assessment. I just want to let BBB know that this should not be closed because it is still an active case.
Thank you
Business Response
Date: 08/04/2023
August 4, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: H *********************** /BBB Complaint#: 20232166
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their defective carpet with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The home service team has reached out to ************** to set up a new flooring measure. On July 27th the store management team has advised that an order for the replacement carpet has been place and awaiting and *** from the vendor. ************** and has been provided this information and the store team will provide the *** once the vendor provides it. 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: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.
On December 11, 2021, we signed a contract with Home Depot for replacing the windows in our home at ***************************************************************. The contract price was $14,196.80. This installation service project was given job # 1-1XBU9LWJ. It was also referred to as job # ******** in some correspondence. The estimated completion date was 2/11/22.There have been at least 6 visits to my home by the window installation team. In every case, there have been errors in the windows provided to install. Errors included not all windows in the shipment (multiple times), wrong size windows (multiple times), wrong grid windows (multiple times) and wrong window trim. In November of 2022, the window install team replaced several windows that had incorrect grids. The project manager at that time offered an $1,100 discount due to delays. Thinking the project was complete, we paid Home Depot $13,096.80. However, after making payment, we discovered that 2 windows were incorrectly sized and left a sizable gap when closed. We went back to Home Depot for the correction of that issue. Those 2 windows were eventually replaced with 2 windows that had incorrect grids! As of 6/26/23, we are still waiting for 2 windows with the correct grids to be installed. That is 19 months after the contract was signed! We have made so MANY phone calls and sent so many emails for status and completion of this job. The lack of response and incompetence of the people managing this project have been appalling. We are beyond frustrated with Home Depot Installation Services. It is incredibly bad service for this project to still be incomplete! Please note that the physical installation team was always excellent and courteous and did a great job. But they can only install the windows provided to them.To resolve this matter, we want 2 things: -Complete the job ASAP! -Compensate us for the extreme delays and frustration by providing $2,000 in store credit.Business Response
Date: 07/13/2023
July 13, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: ***************** / BBB CASE#: 20236537
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20236537
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have completion installation of the 2 replacement windows. In addition, we have previously provided compensation as well as a gift card accommodation, in which the customer has accepted.
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,
*********************************** Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 07/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable given that the window installation is finally complete and there is no further practical recourse.I do note for the record that 20 months to complete a window installation project was an ongoing nightmare. And the project still would not be complete had I not submitted a complaint via the BBB. Once the BBB complaint was filed, things moved to resolution in a reasonable timeframe. My thanks to the BBB and to ********************, The Home Depot Executive Escalations Specialist, for getting this project completed.
Sincerely,
*****************Initial Complaint
Date:06/26/2023
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 generator on 6/18/2023, from Home Depot. The generator was faulty. It had a gas leak and it cut off a couple of times. I called Home Depot on 6/19/23, to let them know that I wanted to return the generator, for a new product or a credit on my Home Depot card. I was told to bring the generator in, My wife brought the generator in on 6/22/2023. My wife spoke with the manager and he checked the generator out and noticed that the gas was leaking my wife explain to him that she just wanted to get a new generator or a credit on my card. The manager stated that he could not take the generator back. I would have to call the company that made the generator to have them come out and repair it. I asked him to call his supervisor because I didnt feel it was right that I had to call the company that made the generators to come out and repair it when the generator was in our possession for only a few days. As the receipt states return policy definition A-policy ID 11, 365 days policy expires on 6/17 ****. B- policy ID 7- expires 30 days. Policy expires on July 18, 2023. So Home Depot is not honoring their own policy on their receipt. This is false advertising. To resolve this issue we request to receive a new generator without having the hassle to call in a repair person. When the policy states you have 30 days to return.Home Depot correct phone new is ************.Business Response
Date: 07/21/2023
July 21, 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 Executive Escalation team has contacted ****************** and partnered with the store leadership team and were able to replace the customers generator. ****************** was offered an e-gift card for the inconvenience which he kindly accepted and was pleased with the ****************.
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:06/25/2023
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.
My husband and I placed a flooring order for our new house. Although a certian amount breakage is expected in any order of tile, vinyl flooring, etc.- the amount to which we have been subjected to is obscene. We have gone through SIX orders with returns and reordering of materials to even get to where we are now. In the last order TEN out of TWELVE boxes were UNUSABLE secondary to breakage!!! We have had to string along our flooring contactor, change our installation of base trim, and even alter our furniture movement plans with a movement company. Seriously, we both have full time jobs and (1) really DON'T have time to (a) keep re-ordering stuff that should be delivered appropriately, (b) keep haulilng the broken c*** back to the store, and (c) have to continually monitor the receipt of material - evaluate how much material is actually appropriate - and if we have enough material to make having a contractor return to our site. Whether this is the fault of the vendor, shipping agent or the store itself is completely irrelevant. Home depot has sold us this product (again, and again, and again, and...) and we can not change in the middle of a house. They need to get us the UNBROKEN amount of product so we can FINALLY finish the flooring project begun so long ago, and upon which so much dependsBusiness Response
Date: 07/05/2023
July 5, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ***************************** / BBB Complaint#: 20235212
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their damaged flooring with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Executive Escalations Team. The executive escalations team has contacted the local store to ensure upon the delivery of the flooring to inspect for any damages before the customer is contacted to pick up. **************** has advised that they will be on the lookout for ********************** flooring to ensure its condition. **************** has inspected flooring and contacted the customer for pick up. ********************* flooring arrived in good condition and was able to ger installed before the holiday. ********************** stated shes pleased with the outcome. The executive escalations provided ********************** a electronic gift card for her patience during this process. 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: # ********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.
Sincerely,
*****************************Initial Complaint
Date:06/25/2023
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 submitted an order for two ****** beds with matching furniture pieces for the rooms of my two children in the summer of 2021 and was told that there would be a 3-month order period. The total was more than $10,000 paid in advance. When the order arrived, the beds were installed but the two desks, set of shelves and set of drawers were all incomplete and the rooms were left a mess as a result.After that, no one responded to my calls and inquiries for months and I submitted two Better Business Bureau complaints under #********. After the first complaint in May 2022, **************************** reached out to me as a case manager to facilitate the job being completed. I wanted a refund and to cancel the job so I could go to another company and start over but she refused and told me I could not have any economic redress until the job was completed.I then had to submit another complaint in July 2022 because only one incorrect piece was delivered after that and ************** has never responded to my messages. I have had to make probably hundreds of phone calls about this matter to Home Depot and probably had about a dozen appointments cancelled (sometimes with no notice - the person just never showed up) or visits made but with incorrect or missing pieces.As a result, my sons had two full academic years in which their rooms were not set up with bedroom furniture for school and they could not invite new friends from their new school over. The job was completed May 31st (with a number of mistakes) and I've attached a picture of what one of the rooms looked like until that date. I would like a refund for the unprofessional, negligent experience I had once this company took my money almost two years ago with seemingly little intention of completing the order. This was handled in a totally unprofessional way throughout the two years and my family suffered greatly for it.Business Response
Date: 08/01/2023
August 1, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *******************************/ BBB Complaint # ********
Dear ********** ********** 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 carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot service team ordered drawers and set install for 8/10 to complete the project. Upon completion compensation will be discussed and offered.
With that being said, The Home Depot does not consider this matter resolved and the service ticket will remain open until the customers concerns are addressed.
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: ************
Case: ********Initial Complaint
Date:06/25/2023
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 4/17/23 purchased a 5 piece patio set from store **** for $716.94. *********** had several defects and a return was arranged and completed on 5/5/23. pick up was signed for and request for credit was authorized and credited back to my Discover card.on 6/15/23 somehow home depot issued the charge again knowing that the merchandise had been returned. I must now receive my $716.94 credit again and this time permanently.Business Response
Date: 06/30/2023
June 30, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ******************* / BBB Compliant #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent online shopping experience.
The Home Depot has reviewed this case and reached out to all parties involved. We called and spoke with ************************* regarding order #WE18853181. At this time, we called and emailed ************ on June 26th,28th, and 30th. The customer hasnt responded, via email or phone.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (*****@ *************************).
With that being said, we have addressed the customers concerns 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
Phone: ***********************
Case: ********Customer Answer
Date: 07/05/2023
Complaint: 20234762
I am rejecting this response because: proper credit has not been issued and confirmed
Sincerely,
*******************Business Response
Date: 07/06/2023
July 6, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ******************* / BBB Compliant #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent online shopping experience.
The Home Depot has reviewed this case and reached out to all parties involved. At this time, ************ visited our store, and there was a full cash refund including a delivery fee issued by the stores manager on June 26, 2023.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (*****@ *************************).
With that being said, we have addressed the customers concerns 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
Phone: ***********************
Case: ********Customer Answer
Date: 07/07/2023
Complaint: 20234762
I am rejecting this response because: Home Depot is still not acknowledging the credit due. the charge has been added3 times most recently 6/23. there is no excuse for trying to charge a customer for a returned item
Sincerely,
*******************Business Response
Date: 07/11/2023
July 11, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ******************* / BBB Compliant #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent online shopping experience.
The Home Depot has reviewed this case and reached out to all parties involved. At this time, ************ visited our store, and there was a full cash refund including a delivery fee issued by the stores manager on June 26, 2023.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (*****@ *************************).
With that being said, we have addressed the customers concerns 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
Phone: ***********************
Case: ********Initial Complaint
Date:06/25/2023
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.
Online said item was in stock at a store one hour from my house. I took the ride to that home depot and the store informed me that it was never in stock but admitted to the online in stock discrepancy. The store blames home depot online for the mistake. Turns out I'm not the only customer to experience my issue with the same item. There are numerous complaints under the questions and answer topic for this same item which people made trips to their local home depot and had the same issue. Others complaining to home depot to remove the item cause it keeps popping ** advertising in stock. Home depot weekend customer support is nasty, they keep disconnecting the calls purposely without any call back. I wasted over 2 hours of my weekend driving to the store 1 hour each way as well as the time spent in the store searching for an item that doesn't existed. Then several more hours wasting my time with unuseful customer weekend support.Business Response
Date: 06/27/2023
June 27, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************** / BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent store experience.
The Home Depot has reviewed this case and reached out to all parties involved. We called and spoke with ********************************* regarding his store experience. At this time, we apologized that the product wasnt available to purchase at the store after we confirmed availability. As a result of this,we offered the customer compensation, and he accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, we have addressed the customers concerns 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
Phone: ***********************
Case: 33063273
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