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
- 11,856 total complaints in the last 3 years.
- 3,460 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:06/22/2023
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 contacted Home Depot to measure my home for flooring. Both my son and I are disabled. We paid the required measuring fee. A independent measuring firm showed up . I was measurements would be at the store within a few days. I went to the store to secure pricing . I wanted installation as well.I went twice to associates sitting in ***********************. The first one said I would get an email.The second one indicated I would get an email with pricing,All to no avail.Finally contacted a manager. Once again assured I would get an email with pricing.To date no pricing . Paid the fee in good faith all to no avail. Incompetency reigns supreme at the ****** ** Home Depot. contacting a manger results in no pricing maybe doing a dance in the department might get their bells ringing to wake them up. It is not my fortune to be a great bell ringing dancer. Health seems to be an issue.
Business Response
Date: 07/25/2023
July 25, 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 has attempted to contact the customer to no avail on June 23rd, July 11th, and July 17th. We've also emailed and called the customer today to see if further assistance was needed but unable to reach the customer. Should the customer need further assistance, she should respond to the email accordingly.
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 #: 33036224
Initial Complaint
Date:06/22/2023
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 hope this complaint finds you well. I am writing to address a pressing matter regarding the refund for the items I returned to your company. I kindly request your immediate attention to resolve this issue satisfactorily. This is in regards to order WE19769170.I recently availed myself of the provided return label on your website to return the items I purchased. With the utmost confidence in your processes, I entrusted *** to handle the return and facilitate a secure delivery to your facility. According to the tracking information, the packages with tracking number 1Z87557E7892622579,1Z87557E7892332785,1Z87557E7890393562,1Z87557E7892268195,1Z87557E7890581751 was successfully delivered on Thursday, June 22 at 1:13 P.M. and even signed for by ******, validating the receipt of the returned items.Here is the Warehouse it was sent to: ******************** Home Depot ******** ******** ** ***** Regrettably, despite the confirmed delivery, I have yet to receive the corresponding refund for my returned items. Considering the completed return and your company's assurance of a smooth refund process, this delay has been both unexpected and disconcerting.To rectify this matter, I respectfully request an immediate and full refund totaling $1,614.60, representing the complete cost of the returned items. I trust that you will promptly process this refund, as it is an essential aspect of maintaining customer satisfaction and upholding your company's reputation. Please refund this to my original payment method.Furthermore, I kindly request that you update me on the status of my refund and provide a specific timeline for its completion. I expect transparency and clear communication throughout this process to alleviate any concerns and ensure a swift resolution.Your urgent attention to this matter is greatly appreciated.Thank you for your immediate action in rectifying this matter. I look forward to your prompt response and a satisfactory resolution.Business Response
Date: 07/05/2023
July 05, 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 online order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted *************************** regarding their order. At this time, a return and refund has been processed for our customer. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********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:06/22/2023
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.
Home Depot sold me a lemon refrigerator manufactured by Whirlpool less than 12 months ago. Whirlpool continues to give me the run around about actually honoring the manufacturer's warranty. Attached is my receipt.Please refund this purchase under applicable lemon laws. I am seeking to avoid bringing an action in small claims against Home Depot.Best, ******Business Response
Date: 06/27/2023
June 27, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: ***************************/Complaint file # ********
Dear ***************************,
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 Executive Escalations Team contacted the customer to advise ********************** is not liable for any defect, damage, or service-related issues after 48 hours of delivery. Customer is expected to follow up with the manufacturer for any service-related issues and to contact us back if Whirlpool is not complying so that we may proceed with escalating to their team.
With this being said, The Home Depot considers this matter to be closed until further notice.
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
Office: ***********************
Reference Number: 33031034Initial Complaint
Date:06/22/2023
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.
Order Summary Order Number: WE21889920 Order Date: June 18, 2023 Last Saturday night our old fridge stopped working. First thing Sunday AM I got on the home depot and found a fridge they had in stock and could deliver ASAP and I found this one. I should add it was not the one I really wanted but that one had sometime in July as the earliest delivery date. I ordered the fridge and the easy removal option for it, I think that was like $50 I got the protection plan for it, and I felt all was well. Man was I wrong. Today, right around 7AM they called and were close. Yahoo, the new fridge is here. This is when the problems started. The old fridge would not fit through the door. It turns out they did not want to take the doors off, which I do recall them doing when the old fridge was new and was delivered. They spent 45 minutes, and it just kept getting tenser and tenser trying to not take the door off the new fridge. Trying to push it through the too small doorway before relenting. In the end, they refused to remove the old fridge, and went out of their way to leave it where it was the most in the way, blocking egress from two hallways and blocking off the way around the sink. God forbid they at least push it to the back if the room somewhat out of the way. Or better yet, took the doors off and put it out in the yard. That would not bug me at all. I use crutches and a ****** an I need a large berth around things for the ****** and I need an unimpeded place to grab onto.Calling HD was pointless, it turns out these bozos are contractors and HD just shrugs their shoulders and says, we did not mess up and we can not make it right, you just have to live with it until it pleases us to.Business Response
Date: 06/27/2023
06/27/2023
Sent Via Email???
Attn:***************************?
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 BBB Case # ********.???
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his appliance. The defective unit was hauled away on 06/26.
The Home Depot considers this BBB 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,???
******* Clay ???
Executive Escalations????
Phone:***********************???
Fax:************???
Reference Number: ********Customer Answer
Date: 06/27/2023
Complaint: 20220187
I am rejecting this response because:These people left the old fridge totally in the middle of my kitchen. I use crutches and a ****** and I was not able to navigate around it, the initial people they sent out were callous to the point they would not even move it to back corner of the room. If the house caught on fire they had blocked me off from one of the exits.
The second crew got the old fridge out, mostly. They dropped the nuts that held the doors on the floor and did not get all of them, and they left a piece that was falling off the fridge when they removed it sitting in the yard.
This the worst delivery experience I have ever had. The callous attitude exhibited by home depot is right off the charts.
Sincerely,
*********************************Business Response
Date: 07/06/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: *********************************/BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with his appliance.
Our online team has spoken to the customer and advised him that we cant send a team out to pick the bolts off the floor that were left behind. Our online team has issued a The Home Depot gift card for the inconvenience.
The Home Depot does consider this BBB case closed.
As previously stated, The Home Depot has addressed our customers complaint.
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.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF# ********Initial Complaint
Date:06/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 12, I purchased a fridge from Home Depot from ****** in Appliances. He went over all the necessary details needed to prepare me for delivery on Saturday June 17th, 2023. ON Saturday June 17th, 2023 I received a call from the delivery driver around **** stating he was 15 minutes away. Consequently, he took 45 minutes. I noticed when greeting these two gentlemen, that one of the delivery drivers didn't know English and was rude. The English-speaking Delivery Driver came into my house and told us that our shut off valve was in the basement, we knew it was in under the faucet. He proceeded to call ******* and she was a very rude, condescending, and uncooperative Operations Manager. Her and I argued over protocols, in which, she was lying about after talking to *****, the Manager at Home Depot. She also told me that, The delivery drivers were there for 20 minutes too long" These people didn't even know English or the protocols of the shut off valve needing to be six feet away from the fridge. When *********************** up on me, she proceeded to speak her native language to the delivery driver. My account was marked as I didn't have what I needed to install the fridge, keep in mind, my house is a $550K house in a very affluent neighbor. After speaking with ***** and ***** to reorder the fridge at no time was I thanked for my service nor offered anything gratuitous for my troubles. Not to mention, ***** charged the wrong amounts on my card and nearly over drafted out bank account. If Home ********************** can't offer a $250 gift card for the emotional distress this traumatic event caused me, I will take legal action in a small claims court.Business Response
Date: 07/05/2023
July 5, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* / BBB Case #: 20220073
Dear **************:
We acknowledge the receipt of the BBB Case #: 20220073.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who reached out to the customer regarding their complaint. After hearing the complaint in detail, we agreed to a gift card for the inconvenience in a higher amount than the customer requested which was sent via email. After sending the gift card, we followed up witht he customer to confirm if further assistance was needed. We have not received a response as of 6/29, but did provide our contact information just in case.
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,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33031052Initial Complaint
Date:06/22/2023
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.
Purchased a fridge, stove, and dish washer on 6/4/23 from Home Depot. I was charged wrong and they gave me a credit for $130.05 Then when the appliances were delivered they stated they could not and would not install the dishwasher and stove. We paid $219 for installation and $50 for removal of old dishwasher. They refused to do that and we were still charged the fee for install and removal. We called the store on the delivery day 6/12/23 and told them they would not install dishwasher and that we needed to be refunded that money and the removal fee for the old dishwasher. I spoke to ****** on 6/12 at the Home Depot store and she claimed I would be refunded the $269 after the delivery was closed out later that day. However it was never refunded so on 6/20 my husband called and spoke to **** and he claimed he would refund the $269 as it was owed to us and also apologized for not installing the stove (which they advertise free install on). On 6/22 there was still no credit and a ******** called me to verify the amount and stated that they were going to refund us $211 which is not the amount we are owed. So at this point they have advertised falsly since my stove and dishwasher were not installed. I paid for the dishwasher to be installed and removed and still have no refund. I did try to dispute the card with my Home Depot credit card, but the store is not coporating. The delivery ************* stated that since they could not insta;ll we just needed to call the store and get credit or a refund. At this point I have spent money to install the dishwasher and remove the old one myself and have been extremely inconvienved and will likely never use Home Depot ever agin.Business Response
Date: 07/17/2023
July 17, 2023
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******,** 30303
RE: *********************************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. As a customer ********************** gesture,we have provided the customer with an E-Gift Card for their inconvenience. Should the customer require additional assistance, please advise them to contact Atlas 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 #********Initial Complaint
Date:06/22/2023
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 5/17/23 I hired Home Depot to come out to my house at ******************* to measure our basement living area, which is a finished basement, as well as the stairs and my childs bedroom to replace the carpeting with vinyl plank flooring. ***** from Home Depot came out and measured the floors but had almost no other communication with me except asking me which specific floor I was interested in. She did not bring up the topic of floor leveling or any thing like that. They sent us a quote of 7, ****** total for materials and installation of the flooring to be paid directly to Home Depot. The quote had some wording in fine print that my understanding was for the Home Depot associates information, not mine. No one called me to consult or bring up any concerns. I paid the total and scheduled with Home Depot for the product to be delivered and installed, though Home Depot contracted the work out to a flooring installation company but I did not pay or contract with that company, I paid and contracted with Home Depot. On the day of installation the contractor arrives and rips up all the carpet in the basement, stairs, and bedroom. After all of the original flooring is gone, he tells us that he cannot complete the job because the floor is not level and to call Home Depot. Home Depot calls me shortly after that and tells me I need to pay them an additional $7,500 to complete the job, on top of the $7,500 I already paid them. I tell them no that if I would have known that I never would have hired them and thats not what I agreed to. At this point they are just holding my original $7,500 hostage and refuse to issue me a refund. They demand additional the money to complete the job with no other resolution options. I want all of the original 7,****** back and I want to keep the materials that are at my house because they took all of my flooring out of my house so it is unlivable and must be replaced. Attached is a before pic of the basement and after/how they left it.Business Response
Date: 07/10/2023
July 10, 2023
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******,** 30303
RE: ********************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their inconvenience. We partnered with our store team to address the customer concerns. Unfortunately, the customer has decided to cancel the ********************** store team will be arranging a time for the pickup of materials and will issue a refund once the materials have been received. Should the customer require additional assistance, please advise them to contact ****** at *************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
SF Case #********Initial Complaint
Date:06/21/2023
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 visited the **************** store back on March 26th and asked a couple employees for assistance with a hose adapter. A female employee asked what size I needed (6 ft) and she mistakenly said 6 inches, which prompted a male employee to make inappropriate sexual comments towards me and the female employee. He referenced the size of his genitilia and even asked me what size you prefer in reference to his genitilia. I immidiately reported this to store leadership and was really appalled by the response and in one case, even justification of this joking comment. I never even received an apology, just told to come back in the store and they would take care of me on my next shopping trip despite me repeatedly telling them I wasnt comfortable coming back into the store. I escalated this through customer ********************** and it took well over a month for someone from leadership to call me. I spoke to a regional manager who was helpful, but also spoke to someone from executive escalations (*****). I specifically requested additional follow up from executive escalations because I found it disturbing that despite the seriousness of the issue, no one would reach out to me for well over a month despite multiple calls, emails, social media messages etc. it has now been another 6 weeks since then and no one has reached back out to me. I have extensive documentation of calls, emails that were sent requesting follow up- and numerous executives were CCd but no one will reach out to me. I cannot believe a company and its leadership would ignore such a serious concern where an employee made innapropriate sexual comments to a customer and a female employee. I fear for the safety of both customers and female employees if this is the culture that Home Depot has around these type of concerns.Business Response
Date: 06/26/2023
June 26, 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 ******************************.
********************** has reviewed this case, apologized to ***************** regarding his store experience, and contacted ******** for further assistance.
******** will be responsible for assisting the customer regarding her issue.
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 contact me if you have any questions.
Sincerely,
***** T Hodge
Executive Escalations
Phone: ***********************
Fax: ************
SF: ********Customer Answer
Date: 06/26/2023
Complaint: 20219291
I am rejecting this response because:***** (person responding to this claim) is the executive escalation rep that was assigned to my case 6 weeks ago and has ignored all communications since then until this complaint with BBB. Her only reply came today, conveniently while also respond to this BBB complaint. To further prove their lack of care for customers, ***** refers to me as a her despite me being a male and having talked to me via phone 6 or so weeks ago. Unsure why I am being sent to a 3rd party rather than escalated within the company.
Sincerely,
*****************Business Response
Date: 06/26/2023
June 26, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: *****************/BBB Case # ********Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
At the Home Depot, we do take these types of allegations seriously,and due to the severity of the case, ************** complaint has been forwarded to ******** for further attention and assistance. ******** will be responsible for filing a claim to further investigate the matter and is also responsible for contacting ************ directly.
Once again, I do apologize for any inconvenience this may have caused.
Sincerely,
***********************;
Executive Escalations
Phone: ***********************
Fax: ************
**: 32408033Customer Answer
Date: 06/26/2023
Complaint: 20219291
I am rejecting this response because:If this is the escalation process for this type of concern, why did you not do this when we spoke 6 weeks ago and I provided some of these details to you? And why proceed to ignore multiple attempts to reach you directly (and others)? If I never reached out via BBB, Home Depot would still be trying to hide the fact that this happened- it is shameful. And why am I waiting another week for a third party to reach out to me? You would think the company would place some urgency on a matter like this.
Sincerely,
*****************Business Response
Date: 06/27/2023
June 27, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** 3030
RE: *****************/BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
As previously stated, ******** will be responsible for filing a claim to further investigate the matter and is also responsible for contacting ************ directly.
Once again, I do apologize for any inconvenience this may have caused.
Sincerely,
***********************;
Executive Escalations
Phone: ***********************
Fax: ************
**: ********Customer Answer
Date: 07/03/2023
Complaint: 20219291
I am rejecting this response because:
Still no contact from anyone related to this. Home Depot nor its third party partner have zero urgency when it comes to customer safety or employee harassment. No surprise.
Sincerely,
*****************Initial Complaint
Date:06/21/2023
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.
Called Home Depot right away after realizing this incident...was told they could not do anything and to file a complaint with financial institution...so I called PayPal, and currently waiting on their resolution. Will update here once I hear anything back.Online purchase date: 6/19/23 Item details Item name:Milwaukee M18 FUEL 18V Lithium-Ion Brushless Cordless HACKZALL Reciprocating Saw (Tool-Only)Item description:Milwaukee M18 FUEL 18V Lithium-Ion Brushless Cordless HACKZALL Reciprocating Saw (Tool-Only)Quantity:1 Cost: $161.23 (incl tax paid)Issue:Item not received note:This tool was supposed to arrive with another item listed with the same ***** number (************). However, that shipment box only contained the other item (it was two items purchase order). One day later, today, I realized this situation and called Home Depot right away (@************). The support desk said that their policy was that it was marked already as 'Delivered' and so there was nothing else they could do and told me to contact my financial institution to submit complaint, which in this case is PayPal. I am totally surprised at how Home Depot handles their undelivered products situations, wow! I now need to buy this tool again but will not buy online through them ever! Also, the package that was supposed to contain this missing item did not look damaged or open, but it was hard to tell if either it was ever added to that box or someone else took it out and taped it back. I did notice the shipping weight on both ***** locations (physical label attached to box as seen on attached photo, and details of delivery on ***** online) were ****** estimated and neither of the two matches. Again, I will update this upon hearing back from PayPal and happy to provide anything else from me or answer any questions. Thank youBusiness Response
Date: 06/22/2023
06/22/2023
Sent Via Email???
Attn:***************************?
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 BBB Case # ********.???
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his online order. Our online team spoke to the customer and was able to resolve the issue by issuing a refund.
The Home Depot considers this BBB 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,???
******* Clay ???
Executive Escalations????
Phone:***********************???
Fax:************???
Reference Number: 33025280Customer Answer
Date: 06/22/2023
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:06/21/2023
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.
Whirlpool Front load washer not draining correctly . Lived in ************ at the time and purchased washer from Home Depot , DFELIVERED 12 /14/17. I bought an extended 5 YEAR WARRANTY .FOR ****** . plus had a 1 yr warranty from Whirlpool . *********** actually handwrote on my receipt 6 yr warranty . I called last week to H.D. warranty . they say I only have 5 yr warranty . .I paid ****** for a repairman to come out today and tell me the shocks are shot and therefore tub will not drain ..to repair about ****** . He told me I should buy a new machine instead of putting that much into a 5 yr old machine . Home depot has lied to me and I feel cheated , plus I have to purchase a new machine . . I want HOME DEPOT to stand behind what they told me and wrote on my receipt .. Thank you ***** BibleBusiness Response
Date: 07/18/2023
July 18, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***** and ***** Bible / BBB Case #: 20218333
Dear **************:
We acknowledge the receipt of the BBB Case #: 20218333.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with the Online Escalations Team, who contacted the customer regarding their complaint. We explained our warranty and what it includes, answering any questions that the customer had. We also sent a gift card for the general inconvenience to assist with their reorder.
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,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33031140Customer Answer
Date: 07/18/2023
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,
***** And ***** Bible
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