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
- 11,851 total complaints in the last 3 years.
- 3,461 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:06/20/2023
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.
Ordered June 5th and on website account said it would be Delivered by the June 9th called 12th and 20th they could not cancel order told me to wait till 20th when I called the 12th still not cancelled
Business Response
Date: 06/23/2023
June 23, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & 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 resolutions team confirmed that the customers order has been cancelled as of June 23, 2023.
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: 33010989Initial Complaint
Date:06/20/2023
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 ordered a Dishwashwasher 3 WEEKS AGO - including ***************************** ORDER NO: WB48014144 ********************************* was suppossed to be on June 10., but they only delivered the machine and did not install it. We were rescheduled for today, Saturday, June 17., 2023, but AGAIN, they were not able to install.The company Home Depot seems to work with is ***************, they are extremely unprofessional.These companies take the money from clients but then do not deliver the service a client paid for.This installation needs to be completed immediately. The dishwasher has been sitting in our living room for a week.These 2 companies treat clients extremely disrespectfully and unprofessionally.Business Response
Date: 06/30/2023
June 30, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ***************************** / BBB Case #: 20200606
Dear **************:
We acknowledge the receipt of the BBB Case #: 20200606.
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 Online team discovered that while the customer did not pay for ******************, it was added as a courtesy. However, upon delivery, the team was unable to safely uninstall the customer's old unit due to it being ********************** onto drywall. The team advised the customer of who to contact for further assistance with the installation since our delivery partners are not licensed contractors, plumbers, or electricians.
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: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.
December 2022, Home Depot installed carpet in my house. The carpet is warranty as 15 years and within 3 months, the carpet has severe wear issues throughout the house. In March 2023, When I filed a complaint with Home Depot about this, they advised that I get the carpet professionally cleaned, at which I did through Carpet King. The carpet professional came in an noted the condition of the carpet and asked me when I had this carpet installed. So, I told him December 2022. He cleaned the carpet per Home Depot request and upon completion of the cleaning, he advised that the carpet looks worse after cleaning it than before. He completed an inspection report and I emailed pictures and this report from Carpet King to the Sandhills Home Depot per their request. I had to pay Carpet King $185.00 for this cleaning.May 30, 2023, Home Depot sent an inspector to my house to inspect the carpet. The inspector only looked and took fibers of the carpet from one area and didnt look at the other areas where the carpet is wearing. Even the wife of the inspector said she could see the wearing of the carpet and pointed this out to the inspector. But, yet he only inspected one area and too fibers from one area.On June 13, 2023 I received a voice message from ****** (manager at Sandhills Home Depot) that my claim/complaint was denied. On June 13, 2023, I called Home Depot Cooperate office and advised them that this was unacceptable and I was not satisfied with this inspection due to the lack of inspection from the inspector. I then requested that another inspection be conducted.On June 19, 2023 I received another voice message from Home Depot Cooperate office stating that they were not going to have the carpet reinspected and that they were still denying the claim/complaint.This is the 3rd time this carpet has been replaced in my house in 3 years. 1st in 2020 which was the initial installation. 2nd in 2021 was to replace the carpet and padding that was wearing. And, 3rd time in 2022 in which same issues of the carpet not holding up to its quality of the 15 year. Each time the notice of the wearing was within months of installation.I am requesting help from BBB for either Home Depot replacement of the carpet or a full refund of my money, due to this carpet not being a 15 year warranty carpet like they indicated in their store.This has been a hassle and stressful time dealing with this matter.Business Response
Date: 06/20/2023
June 20, 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 regarding their front load washer Extended repair warranty that was purchase with our company.
The Home Depot has carefully reviewed and investigated this matter. In doing so, we have determined that the inspection coming back that the carpet is not defective,and this is not an install error. Based on our findings, we must respectfully deny your request for carpet replacement. We apologize if the outcome of this decision does not meet your expectations. Customer was sent a denial on 6/19/2023.
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: 06/20/2023
Complaint: 20209405
I am rejecting this response because:
This inspection was not done properly and I request that another inspector come out to inspect the entire areas of issues with the carpet and not just one area.
Sincerely,
*************************Business Response
Date: 06/26/2023
June 26, 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 regarding their front load washer Extended repair warranty that was purchase with our company.
The Home Depot has carefully reviewed and investigated this matter. In doing so, we have determined that the inspection coming back that the carpet is not defective,and this is not an install error. Based on our findings, we must respectfully deny your request for carpet replacement. We apologize if the outcome of this decision does not meet your expectations. Customer was sent a denial on 6/19/2023. According to the management they are not able to send a different person out as it is the same company. Request for a new person has been denied.
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: 06/26/2023
Complaint: 20209405
I am rejecting this response because: this response from the business is unacceptable. What happened to customer satisfaction? I am not satisfied with the service rendered and mostly disappointed with how this cooperation is handling this matter.Overall, you HOMEDEPOT are responsible for products that you sell to customers and to now know that you care nothing about your products quality is beyond comprehension.
Your product that you obligated to seek in your stores should be of the best quality and it is a shame that you stand behind your third party products than to stick up for your customer(s).I therefore hold you totally responsible for not owning up to doing what is necessary to make the customer whole and happy.
Very displeased.
Sincerely,
*************************Initial Complaint
Date:06/20/2023
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.
We bought these colored black rock from Home Depot in ********** ** a few weeks ago. Now this is what they look like. We sept $1300 on these rocks only for them not to keep the black color. I want something done about this. Pleas help.Business Response
Date: 07/05/2023
July 5, 2023
Attn: ***********************
Customer Experience Specialist
**********************
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 valued customer may have experienced with our ****************************.
The Home Depot is currently reviewing this case and has reached out to all parties involved. **** has been contacted and advised I have contacted the vendor and is currently awaiting an update.
With that said, The Home Depot does not consider this matter resolved and the case shall remain open until the customers concerns have been addressed.
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,
***********************
The Home Depot Executive Escalations Team
P: ***********************
SF# ********Customer Answer
Date: 07/05/2023
Thank you *****. We do DO Kit believe this is resolved. We are waiting on the final decision by you and the manufacturer.Initial Complaint
Date:06/20/2023
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 several large items from Home Depot on 05/29/2023 that were to be delivered to our home. We paid for delivery and assumed that they would be delivered by Home Depot, but this was not the case. One of the items was a Gazebo and it was delivered on Saturday June 3rd by Fed Ex. We never received any tracking information from Home Depot or Fed Ex so we were not aware that it was coming that day. We came home to find two long packages on our porch with one busted open (I have ring video of the delivery). My husband immediately went to Home Depot and to complain about how the Gazebo was delivered. Home depot came and picked the item up that day and ordered us another one. We received the second Gazebo and the box was taped up at the same spot as the first one received that was busted open. My husband started assemble the Gazebo and to our surprise some of the pieces were missing and the light was broken. My husband makes another trip to Home Depot and they said all they could do was order another one. I've called Home Depot corporate office and left a message with a ******************** on 06/14, 06/16, and 06/19, who has of today not returned my call. I also called the customer ********************** on **/** to see if I could get some kind of resolution on this matter, but was told all they could do was file a complaint. This is unsatisfactory and I feel like someone from the corporate should call and speak with me over this issue. We had 3 delivery services to delivery the products we order with only one of them sending us a tracking number. Items were left on our porch that we were unaware of the day they were coming. I would like for someone from home Deport to call me about the delivery issues we had.Business Response
Date: 07/21/2023
July 21, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************************* / BBB Case #: 20208935
Dear **************:
We acknowledge the receipt of the BBB Case #: 20208935.
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 store where the special order was placed, who attempted to contact the customer regarding their complaint. We've attempted to contact the customer numerous times via phone and email, but have not received a response. Compensation has been offered and will still be honored should the customer reach back out to us regarding this issue.
With that being said, The Home Depot considers this matter closed due to no response from the customer.
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 #: ********Customer Answer
Date: 07/28/2023
Complaint: 20208935
I am rejecting this response because:I responded back to the email from Home Depot on 07/24/23 and then again on 07/26/2023 with no response from Monti.
So Im not sure how Home Depot can say that my complaint has been resolved.I have a copy of both emails that were sent with no response.
Sincerely,
*************************************Business Response
Date: 08/21/2023
August 21, 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 and offers the following resolution. The Home Depot partnered with the store team where the order was placed, and contacted the customer regarding their complaint. A new gazebo order was placed, and the customer also accepted compensation for the general inconvenience. A certified check was sent to the customer's residence, and was confirmed as received on 8/17.
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 #: 33004888Initial Complaint
Date:06/20/2023
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 6/13, 2023 (order number CP69982385) I purchased an icemaker for a total 0f 2749.00 which included warranty, tax and installation. The order included the option of free installation. I checked the option for installation but did see it on my receipt. I called customer ********************** and was told installation was indeed included and was on the work order he had. Cancelled a trip to be home for the appointment customer ********************** made. When they arrived they said they did not have an order to install and was going to leave the box. He said go to store and they will re-order including installation. I drove 20 miles to store today and was told they will not install and option should not have been offered. But it is still there tonight,( installed, up and running). That is deliberately advertising something they do not plan to do. If someone else installs and it doesnt work properly, they said absolutely no refunds. I am 80 year old and have never of such a thing. Very disappointed that a company of this size will not honor what they advertise they will do. Adding invoice with installation option.Business Response
Date: 06/27/2023
June 26, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************;
RE: ***************************/BBB Case # # #********
Dear ***************,
We acknowledge the receipt of your BBB notice dated June 20, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions Team provided an update:
06/22/2023
We created a quick path to have the installation option removed from the appliance as it was a built-in appliance and we do not offer installation.
We issued the customers gift card and set expectations.
We received a reply from the customer via email, she stated that she did not want to reorder the appliance at this time, she accepted the gift card compensation we offered for her negative experience.
With that being said, The Home Depot considers the matter resolved in our office.
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,
******************
Executive Escalations
Phone:***********************
Fax:************
SF:32999300Customer 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:06/19/2023
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 sent us driveway color seal that was labeled with the correct names but after doing part of our driveway and letting it dry for days it was clear that was sent to us wasn't even in the same color family as what we ordered and it looks horrible. We reached out to Home Depot Customer **********************, which confirmed to us in writing a full refund on our order and a pickup and return by **** We placed both cans in the exact same box in which Home Depot shipped them to us and *** picked up the box today. Home Depot sent us a cheery email tonight saying it is crediting us for "one can that was returned." Home Depot owes us for BOTH cans. It destroyed our project by sending us awful colors nowhere near what was advertised and it is not going to make us pay for the privilege by "missing" or "forgetting" half our credit.Business Response
Date: 07/03/2023
July 3, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************;
RE: ***********************/BBB Case # # #********
Dear ***************,
We acknowledge the receipt of your BBB notice dated June 20, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions Team provided an update:
We spoke with the customer and corresponded via email of the resolution for refund of $64.16.
With that being said, The Home Depot considers the matter resolved in our office.
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,
******************
Executive Escalations
Phone:***********************
Fax:************
SF:32999302Initial Complaint
Date:06/19/2023
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 advertised products with free shipping. When trying to purchase item online shipping charges of $140 was added to price. The terms and conditions claims exceptions In ****** and ******. I am in ************* and strongly feel the HDs advertising is fraudulent. Tried to contact HD and was told via text message that HD is trying to correct this issue. However, this have been going on for years You can not advertise lowest cost online with free shipping and not deliver. Wrong- Wrong.Business Response
Date: 07/03/2023
July 3, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *****************/BBB Case # # #********
Dear ***************,
We acknowledge the receipt of your BBB notice dated June 20, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions Team provided an update:
We emailed the customer a $150 gift card to cover the cost of the shipping. The customer responded with the item # they were attempting to purchase..
With that being said, The Home Depot considers the matter resolved in our office.
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 if you have any questions.
Sincerely,
******************
Executive Escalations
Phone: ***********************
Fax: ************
SF: 32999304Initial Complaint
Date:06/19/2023
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.
We purchased a refrigerator model #FFHT1835VB, serial #********** for a total of $1,024.29, it was delivered on 02/18/22, the salesman assured us that their 5 year protection plan will cover everything after the one year Frigidaire provides. The refrigerator started making weird noises on 06/11/23 and the next morning the ice and food in the freezer section was melted, the food in the refrigerator part was warm to the touch and we had to dispose of some spoiled food. I unplugged it, went and bought some ice and plugged back in again and it started working again, but we still don't know what happened and we are afraid to put more food in it, so we called the number provided in the warranty book and their Allstate protection plan representative ******** said we did not have a valid address and ******** stated the cooling system was not covered so he referred us to Frigidaire. They were supposed to send a technician on 06/13/23 and again on 06/16/23, but he missed both appointments at $106.99 each, but no call no show and no explanaton. We are still trying to get our money back. ***** the manager from the ******** store after we told him the technicican missed both appointments, instead of honoring the warranty and/or finding another solution, simply offered to sell us another refrigerator. They all chose to ignore the policies of their protection plan instead of honoring the warranty which we read and it includes power surge protection, mechanical and electrical failures, 100% parts and labor, no deductibles and no hidden fees, up to $300 for spoiled food and the promise that service appointments will be available within 3 days of your approved claim or you receive a $50 check and a brand new refrigerator with equivalent features among others, but so far nobody wants deal with this issue and they keep passing the bucket around and on the meantime we don't know what is wrong and afraid it's going to go out again and dispose of more spoiled food. That is wrong.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 partnered with our warranty department, who approved a 'Buy-out' request and advised the customer would receive a check via mail within (6) business days.
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. ********Customer Answer
Date: 06/22/2023
They agreed to reimburse us the total price of the refrigerator, plus taxes for a total of over $800, in addition to that they agreed to follow the guidelines of their own policy and reimburse us a $50 check for failure to send a repair man within three days and that happened twice with two missed appointments with no phone calls or explanation; they also agreed to reimburse for a portion of the food that was spoiled and we had to dispose of.
If they fulfill those promises, we will consider this issue resolved.
Business Response
Date: 06/28/2023
June 28, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: *************************** /BBB Case #: 20207783
Dear **************:
We acknowledge the receipt of the BBB Case #: 20207783.
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 our warranty department, who agreed to reimburse the customer for their appliance and food loss claim via a mailed check. Additionally, the Online team provided their contact information if further assistance is required.
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. ********Customer Answer
Date: 06/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:06/19/2023
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.
Compressor stopped working. Still under warranty. Spoke to warranty company and they stated they would send a part, but that was a long time ago and I havent received the part or any confirmation of part being sent, and can no longer get in touch with warranty company. I would like replacement of item sent to my home.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 placed a new order at no cost 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. ********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.