Complaints

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

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  The Home Depot

  2455 Paces Ferry Rd SE # B # 3 Atlanta, GA 30339-1834

  
• 

  The Home Depot

  207 Kelsey Ln Ste G Tampa, FL 33619-4346

• 

  The Home Depot

  2925 Main Street SW Airdrie, AB T4B 3G5

• 

  The Home Depot

  1818 16 Ave NW Calgary, AB T2M 0L8

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  Home Depot

  115 E North Pointe Dr Salisbury, MD 21804-2283

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an air filter in August 2020. By mid October I still didn't receive the filter. I kept noticing charges on my banking statements online.OnOctober 20, 2020 *********************** verified an authorization was put through my card 5 times. After tons of back and forth the air filter was rectified. Days later I checked my voicemail to hear the message *********************** left on my voicemail. The voicemail was full of insults and expletives with f words. I've attempted to contact corporate to no avail. ***************************************** blocked access to higher management to speak with. I've followed up several times and the staff is ignoring the situation. Even when I left an online review informing Home Depot of what happened, I received a reply that my review was rejected.After this I informed Home Depot not to send mail to my address. I received mail from them this week.

  

  Business Response

  Date: 06/22/2023

  
  June 22, 2023
  
  Attn:***********************
  Customer Experience Specialist
  **********************
  Serving Metro *******, ****** & Northeast *******            
  North Tower, Suite 900 311
  *******,** 30303
  
  RE: ************************* / BBB Complaint # ********
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team emailed the customer advising her that they can remove her from the mailing list. The team provided their contact number so that the customer can call in and provide the address they want removed. Online team has also informed, via email, that the voice recording from 2020 has been investigated and the matter has been 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 should you have any additional questions or concerns.
  
  Sincerely,
  
  ******************
  Executive Escalations Representative
  Office:***********************
  Reference Number: 33017887 

• Initial Complaint

  Date:06/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a dryer that the delivery guy had trouble setting up and it was wrong color so I just refused delivery. The delivery guy said to just sign and call because he had another delivery someone would pick it up. I have spoken with several managers and they have yet to pick it up. I have been to the store over 4 times. I think they are taking advantage of the elderly.

  

  Business Response

  Date: 06/28/2023

  June 28, 2023
  
  Sent Via Email
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *****************************************************************************************************
  
  RE: *********************** /BBB Case #: 20213245
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 20213245.
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
  
  The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team partnered with ***************** who agreed to pick up and return the appliance. As a customer ********************** gesture, the Online team offered a gift card to cover any restocking fees, to which the customer agreed.
  
  With that said, we have addressed the customers concern and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions. 
  
  
  Sincerely,
  
  **************
  Executive Escalations
  The Home Depot -Customer Care
  P: **********************
  F: ************
  Case No. ********

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This event happened at the *************************************************************** Home Depot on Sunday 6/18 at 5:30PM. After spending countless hours searching for flooring my wife and I decided on the Lifeproof *******************, internet number #*********. We spent about an hour with the associate confirming the stock was available for order. My wife and I went home to get the cash because we wanted to pay for this order in cash and don't carry 3k on our person. We get back at 7:30PM and while putting in the order I'm told an amount that was significantly higher than what was expected. We find out that the price on the sticker was wrong. We ask the associate if anything can be done and we are told nothing can be done. We ask for a manager and we are told theres none on duty. While we stand there we see the associate put a new sticker on the flooring. On the 20th I went in the store to talk to a manager because the price I was quoted clearly was a mistake. I did more research and the flooring was part of the father's day sale and it still was father's day when we went in. The manager there talked with me for about 20 minutes saying there's nothing that can be done and I'm out of luck because the sticker price says something else. Despite me having pictures of the price with the time when I was at the store. Even though there was no manger to talk to when I had the issue I kept getting asked why didn't I get a manager. It was around 7:30PM on a Sunday when we found out the new price and the store closes at 8PM. We had no option of talking to anyone. We called another manager later in the day as well, they promised to call us back, but it's been 7 hours later with no call. We confirmed they went home for the day. I'm just so disappointed, I do not know why the sticker price can't be honored. The flooring was on Fathers day Sale, it was Fathers day when I went in. I'm so aggravated with this entire experience.

  

  Business Response

  Date: 07/17/2023

  July 17, 2023
  
  Sent Via Email
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *****************************************************************************************************
  
  *********************************** /BBB Case #: 20213135
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 20213135.
  
  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 Executive Escalations Team contacted the customer on 6/21/2023 to apologize for this experience. Additionally, we partnered with ***************** who assisted the customer with placing a new order. The customer confirmed and advised that no further assistance was required. 
  
  With that being said, The Home Depot 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
  The Home Depot -Customer Care
  P: **********************
  F: ************
  Case No. ********

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Frigidaire, fridge 2/14/2023. Delivered 3/8/3023. The 1st delivered fridge was missing rubber seal around the freezer. Home Depot brought out a new fridge. This 2nd fridge ice collects and builds-up in the freezer. Frigidaire fridge repair has been out 4 times to repair, with last repair a whole new freezer door but the ice still builds up in the freezer. Home Depot told me to never call the store, again, when I called numerous times for help. So, I disputed the charge for the fridge, with Citibank. Citibank sided with me, credited my charge on my Home Depot, charge card, 3/31/2023, because of the defective fridge. Now, today, 6/20/2023, almost 3 months later, Home Depot has once, again, charged my Home Depot Credit Card for the fridge. The fridge is still defective and Home Depot refuses to even address the fridge is defective. I am disabled and this whole ordeal is taking a toll on my health, hours and hours on the phone, waiting numerous times for 6-hour repair windows, writing complaints, etc. Store credit until I receive a fridge that is in proper working order.

  

  Business Response

  Date: 06/28/2023

  June 28, 2023
  
  Sent Via Email
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ******************************************************************************************
  
  RE: ************************* /BBB Case #: 20213083
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 20213083.
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
  
  The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team confirmed a service appointment was successfully completed on 6/22/2023 and the technician was able to repair the seal on the customer's appliance.
  
  With that said, we have addressed the customers concern and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions. 
  
  
  Sincerely,
  
  **************
  Executive Escalations
  The Home Depot -Customer Care
  P: **********************
  F: ************
  Case No. ********

• Initial Complaint

  Date:06/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased ** refrigerator for $638.37 at Home Depot in ************* ** on 5/28/23. Delivery unsuccessful due to installation malfunction on 6/01/23. Total order canceled 6/02/23. Since that time have discussed situation with front desk manager at Home Depot service desk, called their delivery service and most recently, 6/20/23 called ** Point of Sale with no results. No credit has been issued with no idea when this issue will be resolved.Order #H3864-113819 Store phone# ************ Thank you

  

  Business Response

  Date: 06/22/2023

  June 22, 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 their purchase with our company.
  
  The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team contacted the customer to advise their cancellation and refund had been processed. The Online team followed up with an email confirmation to the customer.
  
  With that said, we have addressed the customers concern and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions. 
  
  
  Sincerely,
  
  **************
  Executive Escalations
  The Home Depot -Customer Care
  P: **********************
  F: ************
  Case No. ********

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 31 i bought a power tool from Homedepot and it was scheduled for delivery on the 1st of June. I received a message that my ordered was delivered on the 1st, however, I was at my desk at the time it was stated my package was dropped off. I called to get answers and was told the delivery driver dropped it off at 164 when my address is 154. Also the location where it was left is a home and my address is a shop. I was told to expect a refund within 3-5 business days. Claim number ******** for order WE20841019. It's been 15 days and 6 calls later to the customer ********************** number with no resolution. I still haven't received my refund and when i tried to go through my bank I was told my claimed was rejected because homedepot said my order was delivered. Homedepot is asking me to return the products for a refund but how can i return something i never received?

  

  Business Response

  Date: 06/22/2023

  June 22,2023
  
  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 online purchase.
  The Home Depot has reviewed this case and reached out to all parties involved. At this time, we spoke with the customer and processed a refund. We offered the customer compensation, and *************** 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 customerspatronage 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:06/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ** washer WT7100CVV 1/2/20 & a 5 year protection plan which I registered 1/14/20. 6/2/23, the washer stopped working mid-cycle, made a weird noise, smelled very hot, & the display panel went blank. My husband called 6/2/*************** & explained the situation. He was given claim #*********. I was asked to call, permit remote video access, & allow the rep to ask me several questions. I did on 6/2/23. The rep determined the machine was dead, scheduled repair for 6/4. No one showed up. Husband called 6/4/23 & was told the repair date was a mistake & that if a repair wasn't made within 5 days, our washer would be replaced. We were to receive a repair appt. call by 6/7/23. We didn't. He called again on 6/7/23--told they had no notes about his 6/4 call but promised someone would call us within 5 business days. I called ** Dispatch Team 855-683-8878 6/9/23 & asked what the status WAS. The person couldn't find tour claim & said our fridge had been repaired. Still couldn't find our ticket & transferred me to THD warranty ***** They researched the issue & found ** had cancelled 2 claim tickets, creating a 3rd 6/9/23 because after 5 days the machine is supposed to be replaced or our purchase price refunded via gift card. Husband called THD Warranty manager on 6/10/23 & was guaranteed a repair call by 6/12/23. Didn't happen. I write ** President an email complaining. ****** moved outside because it reeks. Laundry inside is ruined. I received from ** --repair order sent to bounty ***** That is ticket #4. Guaranteed again 5-7 days for a repair schedule. 6/18/23 received a text from ** that claim sent to the DMS *****. Ticket #5. Notice the pattern? Day five approaches & they create a new ticket so they don't have to replace the washer. 6/20/23 ** Presidential Dept. texts. Appt for 6/26/23, 25 days after the breakdown. The laundry is rotten. No way can they stench be removed from the washer, ever. They guarantee a 7 day quick repair in the warranty language.

  

  Business Response

  Date: 06/30/2023

  June 30, 2023
  
  Sent Via Email
  Attn: ***************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ******************************************************************************************
  
  RE: ******************************* / BBB Case #: 20212540
  
  Dear **************:
  
  We acknowledge the receipt of the BBB Case #: 20212540.
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
  
  The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team contacted our Asurion business partners, who agreed to reimburse the customer for the cost of their appliance via electronic payment.Additionally, the Online team provided their contact information to the customer if further assistance is needed.
  
  With that said, we have addressed the customers concern and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions. 
  
  
  Sincerely,
  
  **************
  Executive Escalations
  The Home Depot -Customer Care
  P: **********************
  F: ************
  Case No. ********

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding an order placed on March 27, 2023 and received on April 1, 2023. I purchased a silver accent table ("********************* 16 in. Silver Drip Large Round Glass End Table with Melting Design and Shaded Glass Top") through homedepot.com. The item was available on competitors' websites (such as amazon.com or overstock.com) as well but I chose to order from Home Depot because it allowed a longer return window -- 90 days as opposed to 30 days on Amazon for example. The longer return window was important to me as I'm in the process of re-designing/re-organizing my home and wanted to see if the accent table would work out in my space that was being re-organized/re-designed over a period of a few months. I double checked and confirmed that the item was returnable to Home Depot within 90 days at the time of purchase. During the 90-day return window, I've tried to make the accent table work in my home but came to a decision to return it. However, upon accessing the Home Depot website, I see that the return window has changed from 90 days to 30 days since my initial purchase, and it was no longer allowing me to return the item. The return window was changed just for the silver table. The site still lists 90 day returns for the same item of different colors (such as gold: ***********************************************************************************************************************************************************************, or black: *************************************************************************************************************************************************************************). I've reached out to Home Depot customer care representatives (via text and email) and have asked for a resolution but customer care representatives have not been helpful.

  

  Business Response

  Date: 06/29/2023

  June 29, 2023
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ************************************************************************************************
  
  RE: ***********/ BBB Case # ********
  Dear ***********************,
  We acknowledge the receipt of the BBB Case # ********
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company. 
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.  The Home Depot Online Executive Escalations team advised we reviewed the customers order. Our customer is requesting to return the item out of the return period.Our customer states that the item had a 90 day-return time frame but changed to a 30-day return after the purchase.
  Our team spoke to the customer and advised as a one-time courtesy we would accept the return as a return pickup and her credit will post once the item is returned to our warehouse.
  
  Our carrier picked up and scanned the returned item. The customers refund was processed.  We contacted our customer and advised to allow 3-5 days for credit to post to their credit card.
  
  With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.  
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide.  The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.  Please do not hesitate to contact me if you have any questions. 
  
  Sincerely,
  *********************
  Executive Escalations
  Phone:***********************
  Fax:************
  Reference Number ********

  Customer Answer

  Date: 07/01/2023

   
  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:06/20/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order product online on 6/14/2023. Part of order was to be delivered on 6/15/23 and the rest on 6/16/23. They changed delivery to 6/16/23 and 6/17/23. Product never showed up on 6/16 and status on shipment is unavailable. Called their customer ********************** t cancel order, on hold for 18 minutes then 15 minutes with rep and she cut me off. Called back, on hold or 14 minutes talked with rep she stated order can't be cancelled and had no guaranteed date of delivery. Said I needed to tell delivery service I didn't want the product. Told her what happens if not at home, she stated I would have to call them back and arrange for return. Asked if there was a number to avoid the hold issues and was informed no. Called their credit card division to dispute charge. On hold for ********************************************************************************* off. I I do not feel I should be responsible for payment as it was not delivered as promised and they have no guarantee as to when it will be delivered. I need the product for a function on 6/17/23 which starts very early in the morning.

  

  Business Response

  Date: 06/29/2023

  6/29/2023
  
  Sent Via Email
  
  
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ***********************************************************************************************
  
  RE: *********************************** /BBB Complaint # ********
  
  Dear **************,
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company. 
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive partnered with Ontrac regarding customers delivery, the package was not able to be immediately located. With that, we were able to offer our customer a refund of the two bags of pellets not received for $42.49 applied back to his Home Depot Credit Card and a $75 Home Depot Gift card, which our customer accepted to resolve the matter.
  
  With that being said, the Home Depot considers this matter resolved.  
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
  
  Sincerely,
  
  
  **************
  Executive Escalations
  Phone: ***********************
  Reference Number:  ********

  Customer Answer

  Date: 06/30/2023

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

• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/2/2023 I ordered 3 pallets of Pergo flooring online from Home Depot for $7639.17. Delivery was finally made on 4/24/2023. Some of the order was damaged and unusable. I contacted Home Depot and was told I had to purchase another pallet before they would ship and refund. I purchased another pallet plus 14 additional cases. They finally delivered the replacement plus the 14 additional cases on 5/15/2023. The items were wet and warped (totally ruined). On 5/21/2023 the Humble Home Depot store picked up all of the damaged cases and placed another replacement order. Online it showed that the store should receive the replacement on 5/25-5/26. After no word from Home Depot I called on 6/5/2023 and was told that they would deliver on 6/6/2023. No calls or delivery on 6/6/2023. I called Home Depot on 6/6/2023 and was told they would schedule delivery for 6/8/2023. I called on 6/8/2023 and they said they had no delivery scheduled. After over 2 months waiting for complete order from 4/2/2023. I told them to cancel and refund. I have wasted 2 months and have not had use of most of my garage due to storing their flooring. After not receiving a refund I contacted Home Depot on 6/13 and they said someone would call back. No return call on 6/13, 6/14, or 6/15. Called Home Depot 800 number and they said that they would refund after pick up. On 6/17 local Home Depot unable to create pick up order. Called Home Depot ************ and was on the phone with them for over 2 hours as they were trying to arrange pick up. They finally said that *** (their transport contractor) would contact me. About 8:00am on 6/19 *** sent email to call them to schedule. I immediately called *** number and the automated system said that I would receive a call back shortly. After no call by middle afternoon I called ***. Their automated system said that the pick up had been cancelled but gave no reason. On 6/20 *** said they would call shortly. Again no call. Why can't they do what they say?

  

  Business Response

  Date: 06/29/2023

  June 29, 2023
  
  Attn: ***********************
  Customer Experience Specialist 
  ********************** 
  Serving Metro *******, ****** & Northeast *******             
  North Tower, Suite 900 *********************************
   
  RE: ******************************* / BBB Complaint # ********
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolution team contacted the customer to further assist. The customers order was fully refunded due to the inconvenience. The customer was also provided with the option of locating a junk removal service or charity to donate the flooring. Because of the customers efforts, his flooring was accepted by Habitat for Humanity, and he was also provided with a $250 Home Depot gift card.
  
  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,
  
  **********************
  Executive Escalations Representative
  Office: ***********************
  Reference Number: ********

  Customer Answer

  Date: 06/29/2023

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