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:06/25/2023
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.
I had an ** dishwasher delivered on 2/28 after purchasing it through Home Depot. After a month of the dishwasher functioning, we noticed that the dishwasher was leaning to the right. I went to readjust the leg and level it again, only to find the frame had snapped. I called Home Depot initially and they told me that, I only had 2 days to report any defects (damage was on the bottom of the dishwasher and I was not about to lay a new appliance on its side and potentially damage it) in the device and it would **'s problem to fix. ** came out to my house for a warranty repair, and they told me the frame is not covered by them, and that Home Depot had to fix it. The repair man told me to get get a C-clamp, ***************, and lay the dishwasher sideways and fix it myself. I filed a complaint to the president of **, and was contacted the next day by the Liaison of the people. They told me based on the damage that they would always diagnose it as a delivery or install issue, even if the damage happened 2 years down the road. I was contacted by ** again by the voice of the people, and they gave me a phone number for Home Depot to call, and said "if Home Depot calls this number and takes responsibility we will replace your machine". An employee at Home Depot called this number and it was an inactive number. I got a lawyer at this point to try and resolve the issue. Home Depot got ** to come out to repair the Dishwasher on 5/25 and said they would replace it if it could not be repaired. It was the same repair man who told us to glue the frame back together, and when he arrived he claimed that the picture of the serial number was blurry and had to take another photo. No attempt to fix the machine was made and no contact for a replacement has happened. This complaint will be filed under Home Depot and ** as I would like a resolution and a new dish washer.
Business Response
Date: 07/06/2023
July 06, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
Re: *********************** / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their defective appliance.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. ************ regarding their appliances. We have processed a gift card refund for the unit for our ******************************* considers this matter in resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 07/06/2023
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.
On May 1, 2023 we bought a refrigerator from Home Depot on Hwy. 441 in ******** **. A day or two later we discovered the Governor had signed a Energy Star Appliance Tax Exemption Order that was for certain appliances purchased before June 30, 2023. We met all the criteria and when we went back to the store they couldn't help. We contacted their corporate offices and they won't help us. The ********** of ******* said they could either refund us the $104.86 or sign an Assignment of Rights so we can file with the *** in *******, but they refuse to do that also. As we see it, since they ignored the tax exemption the Governor put into place, the stole this money from **. We have filed a Complaint with ******* Attorney General's Office also to try and get this small amount given back to **. Any help you can provide would be appreciated. As far as uploading any documents they may need, they have all be sent to ************************ at eh Home Depot, which is where they told us to "fax" the documents. Thank you.Business Response
Date: 06/26/2023
June 26, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ******* & *************************/ BBB Case #: 20234393
Dear *************:
We acknowledge the receipt of the BBB Case #: 20234393.
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 Escalation Team and processed a markdown of $104.86 for the tax exemption. We tried to reach the customer via phone and left a voicemail detailing the steps taken.
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 #: ********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.
Order date 04.03.23 Store SKU # ********** Order number WB42215656 Home depot delivered my order partially damaged. I contacted them and they agreed to do a pickup of 5 boxes of the tile in the above SKU. They picked them up and never delivered 5 replacement boxes and never gave me a refund. I spoken with managers at the store twice and they promised they were working on my refund. 2.5 months has gone by and still no refund or follow up from the manager.Business Response
Date: 06/27/2023
June 27, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: *******************/ BBB Case #: 20234109
Dear *************:
We acknowledge the receipt of the BBB Case #: 20234109.
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 processed a refund to the customer for the full amount of the merchandise.
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: 06/27/2023
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:06/25/2023
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 had purchased a front door and a side storm door from Home Depot on 4/1/23. ******** from ********************* came out at the end of April to measure and check out the job. At that time, he said he had everything set and someone would come out once the doors came in. On 5/9/23 the installer came out and began to take out the old door. First issue was a scratch on the new door. The installer, ***** stated they would fix that with a new piece. Second issue, Once install was started and the door was off ,he said he needed a few more parts because he ran into a problem. ***** went and got the parts. ***** from Home Depot charged me ****** for the extra parts and labor. I called ****, the manager at Home Depot and he said he would credit me back for the extra parts. This issue was not picked up by *************** when he came out. He should have noticed the problem. Third issue, The installer had to remove my security doorbell by cutting the wire. Once again, I was not told this had to be removed or I would have called the security company to take it down. Fourth issue, While the installer was drilling and banging on the frame of my house, I noticed cracks forming in the ceiling and the wall above the door frame. The installer had to call someone else to come out and look at it. The second installer, **** came out and said that the frame needed additional work and there was no support beam. I dont know for sure if there was something there or not at this point because a lot was torn out already.As of 5/9/23, I am stuck with the front of my house boarded up with no ETA on when they can fix it and how much extra I need to pay. I am stuck paying because I need my door fixed. I have no other choice. I have no proof either way. I had the door installed but have more issues. I have more to share but ran out of space for this complaint. The door is in but still did not get new piece or call. I want refund for the door. It is very poor quality.Business Response
Date: 07/20/2023
July 20th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***************************/BBB Complaint # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. We have partnered with our Installation Team to coordinate and work to provide support to ************. The service provider returned to the home on Monday, July 17th, 2023 to install the needed door lite. We are currently working to acquire the needed paint to help with scratches on the finish of the door. We will continue to work to completion and secured customer satisfaction.
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,
***************************
The Home Depot ************** Executive Escalations Team
Case: 33061629Initial 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 or about June 20, 2023 I submitted a request for a quote from Home Depot for the installation of an electric tankless water heater. The following day, June 21, I received a telephone call from ARS Rescue Rooter on the behalf of Home Depot to schedule my free quote. I explained to the Customer ********************** Representatives several times during the conversation that I currently have an electric water heater that was installed within the last two or three years. I also explained that because I have a very large bathtub in my master bedroom that I needed a tankless water heater because my current heater doesn't fill the tub with hot water. The next day, June 22, 2023, **** from ARS came out and he then advised me they do not install electric tankless water heaters. They only install gas tankless water heaters. Home Depot sells both gas and electric water heaters and I had clearly explained what I needed to the *** during my telephone call.The *** also advised me that the quote would be free. While **** was at my property I asked him to provide me with a secondary quote on another issue, which he did. His quote included a diagnostic fee of $109 in spite of the fact I was told the quote would be free. There was nothing to diagnose. The other issue was the installation of a faucet on the front of my house. I already have one on the rear. His quote was $641.41 including a $109 DX fee. The price quoted for the faucet was more than 3 times what everyone else had quoted. When he tried to put the information into his ipad, it would not accept the figures or the *** he was using. He never gave me any documentation, e-mail, business card or anything else. He gave me an installation window of 7 hours, anytime between 10AM and 5PM. I refuse to allow my entire Saturday to be monopolized. I cancelled the appointment by phone at about 1PM yesterday. At the end of the day, I still do not have my electric tankless water heater. ARS is not welcome on my property.Business Response
Date: 06/29/2023
June 29th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***************************** /BBB Complaint #********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their installation service inquiry with our company.
The Home Depot has reviewed this case and reached out to all parties involved. Currently ARS (plumbing service provider to Home Depot) in Mr. ********** area does not install tankless water heaters. We sincerely apologize for the miscommunication by the scheduler when making Mr. ********** diagnostic appointment. We have addressed concerns with leadership and spoken with customer to provide more detail and options within his area.
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,
***************************
The Home Depot ************** Executive Escalations Team
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.
We bought a bathroom vanity from Home depot order #WD84293380 on Oct 22nd 2021 and it came in November with broken countertop, we refused the delivery and they asked us to place a new order till they process the refund to avoid further delays.We did another one on November 13th order # CP18239439 same day of the refused delivery but after few hours we decided to cancel it. It was my mistake to neglect the charge that long. We chatted and called home depot CS today for 2 hours and they recognized the no deliveries for both but instead of issuing a refund and an apology they said I need to call my bank to dispute the charges. I have seen so many cases online with same scenario and when they disputed the charges, home **** refused the refund and gave them the run around.I'm just looking to get my hardly earned money back for something we never recieved nor signed for.Thank youBusiness Response
Date: 06/28/2023
June 28th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ************************* /BBB Complaint #********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Support Team has been in communication with ******************** to aid in resolution. Our team has processed check refunds to the customer and provided next steps and timing on this process. We will continue to work with the customer until confirmation of the received refund.
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,
***************************
The Home Depot ************** Executive Escalations Team
Case: 33059214Initial Complaint
Date:06/24/2023
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 February 10, 2023 I placed an order for a *********** Garage door Opener on my account. Due to weather we did not attempt to install until today June 24, 2023 when the weather was warmer. After install the unit failed to work. Following the directions from *********** I contacted them, after numerous attempts they could not get unit to work nor figure out how to get it operational. I spent 51 minutes with their tech support person *********************. After we could not get the unit to make a sound, she said take it back to store and get another. She just said it must be defective. I went to my local store and I was told I was 5 weeks past my return date. While there I found the one I bought was out of stock anyway and my wife needs an opener so I bought another one while there My original order number was WE ******** The amount was ****** with tax. I realize the store has policies, and if this unit had ever even operated I would not be requesting that the rule gets waived. I have all of the boxing, manuals, instruction since I just unboxed it. Since I never installed until today I can bring it back replaced into the original carton.Business Response
Date: 06/26/2023
June 26, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has reached out to the customer to address his concerns. ****************** was provided with an allotted timeframe for the refund to go back to his original form of payment for the defective item. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 33059227Customer 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:06/24/2023
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 needed to purchase a refrigerator in an emergency situation. We came to home depot to see what they had available because we have a home depot credit card. They only had a ******* bespoke refrigerator on sale that was on display. We spent $2385.43 on this refrigerator. 2 older employees were trying to remove the refrigerator from the display and were unable to. They constantly were trying to get help from other employees but these other employees would show up and then disappear. My husband ended up having to remove the fridge from the display and put it on their floor ***** The older employee pulled the fridge outside to our trailer and finally some other employees showed up to help get the fridge up on our trailer. Upon forcefully getting the fridge on the trailer they shattered the glass freezer door. The older employee that sold us the refrigerator then told us he didn't charge us the $4 for the panels anyways so we could just buy new ones since they are replaceable. I was unsure what he meant as these panels are $50 -$100 per panel to replace. After breaking our refrigerator all the employees suddenly disappeared and left us to continue loading the refrigerator by ourselves. No manager was to be found either. At this point we were extremely frustrated with the disrespect and extremly horrible customer ********************** we had received so we spent another $200 to order replacents for the glass door panels and just brought the refrigerator home. Once home I tried calling the customer ********************** phone number to file a complaint and at least get reimbursed to get a new glass door panel since their employees broke it. The operator was able to get the store manager on the phone but the manager was extremely rude and disrespectful and said we bought the fridge on sale and it was our problem and then hung up. This level of customer ********************** is highly unacceptable and we will not be buying any more appliances from this store.Business Response
Date: 06/26/2023
June 26, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot store manager has reached out to the customer to address her concerns. ************** was apologized to for all her inconvenience and has received compensation on her order. ************** was also compensated with a gesture of good will. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 33059225Customer Answer
Date: 06/26/2023
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:06/24/2023
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 purchased a brand new washer and dryer from home depot on ******************* April 28, 2023. It was delivered May 8, 2023. I didn't began using it until about May 23, 2023. The washing had a problem filling and draining. Then when you start the washer it would proceed to start says sensing and then end within 10 seconds. I have contacted the local store, customer support and **************** several times and now its two months later and I am still without the use of my washer. The third party service provider took about 3 weeks Nana Services is horrible. I have spent hours on the phone with these people and their customer ********************** is horrible. **** Services doesn't even answer their phone or respond to their automated email system that they have in place. Their technicians don't return calls either. The Nana service representative said they came on June 15, 2023 and they missed me. That was a straight out lie because I was home from 9 am until for the rest of the day waiting on that guy while spending about 3 hours on the phone with **************** and Home Depot. This is a travesty. No customer should have to go through all this when purchasing equipment from you all. Home Depot should have honored and replaced. Home Depot initially told me they would charge a 15 percent restocking fee. That is ludicrous. Then **************** sent a 75 check for the inconvenience. That was a joke as well. The parts the4 Nana services ordered and came back a week later didn't fix the washer and now they would like to order another part. Then the **************** guy came out on Wednesday and hooked a computer to the washer and says that the computer has to be used to diagnose this particular washer. Long story short this is the worst customer ********************** ever but guaranteed home depot and **************** is going to want their money. I will not pay a dime more until I have a working or new washer. A washer and dryer in which I paid 800 dollars up front and still owe **** dollars more.Business Response
Date: 07/05/2023
July 5, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address her concerns. GE shipped the replacement part needed to repair the customers washer to her home. **************** notified the team that the washer is currently working properly. The customer was made aware that shall she need any other assistance, to contact them as soon as possible. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 33059229Initial Complaint
Date:06/24/2023
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.
Flooring purchased on 6/7 installers contacted me and scheduled for 6/19,6/20, 6/21 was told flooring delivery would be scheduled once special orders were in on the 12th No call to schedule delivery, had people come to move things from our rooms and prep area for install on the 19th.... we were out of town on business No call, no show, on the 19th, delivery not made Called store on 6/19- was informed that it was a holiday and that they werent installing, and that i needed to pick up my order- when i was told it would be delivered. Associate went above and beyond and gave us free delivery. told us stair runner was to be installed on 6/21 called installers.... they then informed us that install dates were 7/19,7/20,7/21 put us on 24 hour stand by list and stated our delivery would be there on friday (7/23) so text a special number and they would fit us in next week (7/25)Received call on 7/22- and have it on voice mail message from delivery department stating hardwood would be delivered tomorrow 7/23 between 6am and 8 pm... called store 7/23 am- confirmed it was on truck never showed up store manager *** stated it would be to us 7/24 I requested between 10-12,also said he would discount flooring didnt happen called store 7/24 am spoke with ******** and ***** who were both rude and gave no resolution and no information. only looked in computer. ******************* up on me after i asked if i should sit around and wait for another 10 hours with my thumb up my a** Never called back with information as he said he would. called storeBusiness Response
Date: 07/07/2023
July 7, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot store team has reached out to the customer to address her concerns. The customer order specialist is working with the customer regarding her special-order flooring currently.The Home Depot will need more time to satisfy and resolve the customers concerns.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 33059231
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