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:06/18/2023
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 ordered a velvet bed frame from The Home Depot described as white and appearing snow-white in the online photos. In big, bold letters were the words "free and easy returns in store or online". When I received the bed I discovered that it was off-white/ivory/cream, not true white. I tried repeatedly to initiate a return online and also over the phone, but the return was denied. I was told by different phone reps for Home Depot to contact a company called The ***************, and the phone reps at *************** told me I had to order a report from them and then send a dispute letter that they would forward to the Home Depot, but that they couldn't help me. Also to no avail I spoke to the store manager at my local Home Depot and called the manufacturer of the bed, Modway, to ask them to intercede on my behalf, but ****** said that if I bought it from Home Depot, Home Depot must arrange the return, that they have no role in it. In the hope that someone from Home Depot would reply to me online, I posted a one-star review of the bed describing the problem and included several photos of the headboard next to a variety of white objects, thereby showing that the bed is not, in fact, white. (Curiously, my review initially appeared on the website, it was taken down the following day, but when I looked just now it was posted again.) However, no one from Home Depot has ever addressed my concerns by replying to my review. I mailed a certified letter to Home Depot on May 30th and the tracking info indicates it was delivered, but I have not received a reply from The Home Depot. I have filed a dispute with my bank and, in the meantime, keep tripping over the two huge boxes with the bed frame that are stored in my garage. Out $356.82, I continue sleeping on a mattress on the floor. They need to send a delivery driver to cart away these heavy boxes and give me my money back so I can buy a white bed somewhere else. I shouldn't have to pay to have this one reupholstered in white.
Business Response
Date: 06/19/2023
June 19, 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 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 contacted the customer to assist, apologizing for the issues and advised the customer the dispute was in process, and it would take 2-4 weeks for a response. The customer stated that timeframe was too long and that she will handle it herself.Our online team informed the customer there was no intervening and that this case is 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: ********Customer Answer
Date: 06/19/2023
Complaint: 20202008
I am rejecting this response because I did not state I would not wait for the response in 2-4 weeks. I did say this was an excessively long period to have to wait given the fact that I mailed a certified dispute letter to you on May 30th. Furthermore, I did not assert I would handle it myself. How in Gods name can I resolve this myself? I am at the mercy of Home Depot!The case should NOT be closed a priori. You sent me an item that was the wrong color, so you need to accept the return of the item. A denial is an unscrupulous, unethical, and unacceptable business practice.
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 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, our online escalations team has reached out to The *************** and provided the reason why the return was denied. The customer has placed multiple orders and has returned at least fifteen of her recent purchases, excluding the orders that were cancelled. This rate of return is why the customer has been denied by The ***************.
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: 06/30/2023
Complaint: 20202008
I am rejecting this response because the list of recent returns that was sent to me by the *************** was five, and the items were returned for good reason.I received an odd email today from the *************** telling me not to try to return things without a receipt. Nonsensical. Nothing to do with the problem at hand. However they said they'd send *** to pick up the bed. Let's see if it's true.
Sincerely,
***************Initial Complaint
Date:06/17/2023
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.
****** was damaged upon arrival with pictures taken by the delivery driver. Number given to me to help resolve the issue has not picked up any of my calls bar one where the help person was very unhelpful. The delivery guys also said that the tubing required to have the ice making part of the fridge work was not up to code and I had to buy a replacement.Business Response
Date: 06/19/2023
June 19, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE:************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a refrigerator ordered with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot online support team has provided the customer with compensation for the inconvenience.
With that 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:***********************
Fax:************
Reference Number: ********Customer Answer
Date: 06/27/2023
Home Depot has sett;es tjhis matter very satisfactory.... Thanks for your he;p/Initial Complaint
Date:06/17/2023
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 17 ****** made a reservation for a generator through home depot website for pick up on 17 Jun, but site didn't have 17 Jun active, so it was made for 18 Jun, so my son could change in store. The store (***************** #***************************************************************************) confirmed there were several available for pick up on 17 Jun. Initial email stated 18 June, but the follow-up reminder email note at 17 June. The store changed the date, with same reservation, but denied the ability to use my home depot card, because I wasn't in person unless I had a home depot pro card. What's the difference? I'm in TN and my son in **. Had to borrow the money so my son can put on his card to do the reservation. I called the store manager who said maybe I should've reserved it earlier. He promised to get back with me which he did not. I called the 1 800 home depot number, but navigated to give feedback on website. I've not heard from anyone as of late.Business Response
Date: 06/21/2023
June 21, 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 regarding their issues with tool rental on the website.
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 contacted the customer to assist, apologizing for the issues. The Home Depot Online Executive Escalations team contacted the store and was able to speak with ****. Our store assistance manager **** took over the call and assisted the customer. **** also compensated our customer for her experience with a gift card for $100.
The Home Depot now 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 should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:06/17/2023
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.
Contract to replace windows signed March 15, 2022. Payment of $32,932.93 including $80 for removal of upstairs shutters prior to window installation by Home Depot Team. - Original window installation scheduled for October, we were told items were not ready, eventually rescheduled for January 12th. Day before installation were informed that Home Depot would not remove upstairs shutters but that this needed to be complete by the time crews arrived or they would consider the site "not ready" and move on to another job. - $299 paid to ************ for emergency labor to remove two shutters on upstairs windows ********* replaced most windows over two days starting January 12th. - On the second day, it was discovered that one window had been incorrectly ordered/measured. The old window was left on our patio with a promise that a supervisor would be out the next day to inspect the work and retrieve it. - It was also discovered that instead of receiving a pair of french doors and matching window panel as ordered we received 3 doors. I informed the workmen of this, but it was only realized after they had completely torn out the entire wall. They stated they would inform their supervisor and install the 3rd door so that we would at least have a closed wall. Somehow they only brought door fittings for 2 doors, and so we have been living with open holes to the outside as they did not bring a door k*** or panel for the 3rd door.A supervisor never came, the incorrect window wasn't picked up and we only later found out that the work crews were supposed to do a quality check with us on every window prior to leaving for the day on the last day. We contacted Home Depot who informed us that the correct items would be ordered and installation rescheduled once they arrived. We have since rearranged our schedule 3 times to accommodate the work crews installing the final pieces- they have failed to show up 2x, and brought the wrong door panel the last time. Still unfinished.Business Response
Date: 07/14/2023
July 14, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding windows ordered with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has placed a reorder for the panel that came in incorrectly and the new item has an ETA of 8/17/2023.
With that said, The Home Depot considers this matter in-progress.
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: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 07/14/2023
To the BBB,
We accept Home Depot's apology and have been in contact with their local customer concerns team.
We are still awaiting installation of the requested items- so far the wrong items have been ordered twice, and we have been scheduled for installation, and stood- up once since filing our grievence.
We consider this situation in-progress and expect further communication to complete the project and provide us with the requested compensation.Compensation requested includes:
Completion of the project
A minimum of $5000 refunded which takes into account the following:
- Payment for contracted services [removal of storm shutters] which Home Depot informed us they could not complete 24 hours prior to installation and did not refund
- Reimbursement of outside contractor hired at premium rate to complete removal of storm shutters prior to window installation team arrival
- Reimbursement for loss of time, money, and personal stress caused by multiple cancelled or no-show installation appointments which required a member of the family to take time off work to be present
- Reimbursement for animal boarding [cat] due to installation services appointments
Please note, this refund request *** increase due to further customer ********************** failures on Home Depot's part.
Thank you,
*************************Business Response
Date: 08/24/2023
August 23, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a window installation ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has contacted the customer to finalize the ****************** and is currently deciding on compensation for the customer.
With that said, The Home Depot considers this matter in-progress.
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: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 08/31/2023
To the BBB,
We have received the response from the Home Depot and also consider this matter In-Progress. We look forward to further discussion with the Home Depot regarding monetary reimbursement and recovery for this situation, which has now taken almost 1 year since the scheduling of our initial installation appointment (October 2022) and has been incomplete since January 9th of this year.
After 13 installation appointments which were rescheduled or no-showed by the Home Depot installation team, today 8/31/23 the installation of the final window and panel was conducted. Our next step is to schedule the State Inspection, after which we have been informed that the Home Depot will be contacting us to schedule the final installation of trim, etc around the doors and windows. We do not consider the installation complete until this takes place.
As part of the work today, we were repeatedly asked to pay an additional $160 dollars on top of our original quote (which was paid in full). We were told that this $160 was because "we changed our mind and requested the panel to match the rest of the doors," which is untrue. We went over our order specifications three times with ***, the person who we signed the contract with, as well as ***** who came to do the measurement check. During this time we repeated, not only that the panel was supposed to be a panel (as we were replacing like with like), but that we wanted it to match the French doors. We have refused to pay the $160 as this is clearly Home Depot trying to charge us for their own ordering errors.
We consider this situation in-progress and expect further communication to fully complete the project and provide us with the requested compensation.
Compensation requested includes:
Completion of the project including trim to be installed after State Inspection
A minimum of $8000 refunded which takes into account the following:
- Payment for contracted services [removal of storm shutters] which Home Depot informed us they could not complete 24 hours prior to installation and did not refund
- Reimbursement of outside contractor hired at premium rate to complete removal of storm shutters prior to window installation team arrival
- Reimbursement for loss of time, money, and personal stress caused by multiple cancelled or no-show installation appointments which required a member of the family to take time off work to be present - this includes 3 no-show appointments by the Home Depot Installation Team in July after our previous exchange (July 14 response)
- Reimbursement for animal boarding [cat] due to installation services appointments
- Removal and reimbursement of new $160 charge to our account
Thank you,
***********************;Business Response
Date: 09/29/2023
September 29, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a window installation ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has completed the installation and is currently deciding on compensation for the customer.
With that said, ********************** considers this matter in-progress.
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: ***********************
Fax: ************
Reference Number: 32979856Customer Answer
Date: 10/02/2023
To the BBB,
The final windows were installed on August 31, 2023 - but we were unable to schedule a state inspection for two weeks because a Notice of Commencement had not been filed by the Home Depot with the **************** Orange *************** of ******** Safety.
We had our state inspection of the work on September 21st and were informed by the inspector that three windows did not pass inspection. They stated that their full report would be provided to Home Depot so that they could schedule with us for completion. I spoke with Home Depot Representative ***** from the Executive Escalations team on September 22nd, who was made aware that we did not pass inspection and assured me that she would reach back out to schedule a time for completion so that these items could be fixed according to state specification, and another state inspection could be scheduled.
I followed up with Home Depot last week via email (to *****) and phone (to *****) and did not receive a response regarding scheduling this additional work. At this point, it has been 1 year since the initial delivery of our windows was supposed to take place, and 10 months since work was initiated and we are still in-progress with this project.We consider this situation in-progress and expect further communication to fully complete the project and provide us with the requested compensation.
Compensation requested includes:
Completion of the project including fixing windows which did not pass state inspection and trim to be installed after 2nd State Inspection
A minimum of $8000 refunded which takes into account the following:
- Payment for contracted services [removal of storm shutters] which Home Depot informed us they could not complete 24 hours prior to installation and did not refund
- Reimbursement of outside contractor hired at premium rate to complete removal of storm shutters prior to window installation team arrival
- Reimbursement for loss of time, money, and personal stress caused by multiple cancelled or no-show installation appointments which required a member of the family to take time off work to be present - this includes 3 no-show appointments by the Home Depot Installation Team in July after our previous exchange (July 14 response)
- Reimbursement for animal boarding [cat] due to installation services appointments
- Removal of $160 charge to our account
Thank you,
***********************;Business Response
Date: 11/02/2023
November 2, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a window installation ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has requested additional documents from the customer to aid in providing a fair compensation offer.
With that said, The Home Depot considers this matter in-progress.
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: ***********************
Fax: ************
Reference Number: ********Initial Complaint
Date:06/17/2023
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 ordered item online 5/13/23. I got a notice that it is delayed. I requested a cancellation on 5/22 as it hadn't yet shipped. At this time I was denied cancellation and they billed me stating that it shipped. A label was created but it didn't ship. On 6/9/23 I spoke to a representative that told me it would be resolved within 48 hours. Now it is a week later and they refuse to either credit my account or ship the item.Business Response
Date: 06/21/2023
June 21, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ******************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding an online order placed with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot online support team has refunded the customers order.
With that 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: ***********************
Fax: ************
Reference Number: 32978583Initial Complaint
Date:06/17/2023
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 3/21/23 an outdoor swing was ordered online for $328.39. On 4/15 after putting it together we decided it didn't work for us, we tried calling Home Depot but got a text message instead. The representative said if we can put it back in the box he would have *** pick it up. He sent us a RA # *******-33935631 and also gave us a tracking # 1Z 875 57E 78 **** ****. I also still have a copy of that text. On 4/17/23 the box was picked up by *** and on 4/18/23 at 11:55AM I have proof of delivery to ********, ** signed by *************All of this information was faxed to Home Depot ************ on 5/10/23 at 10:55AM and confirmed it was received.I don't know what other information they could want. Today I received a letter saying our dispute was denied and we have to pay the bill and will be charge interest.Thank you for help in this matter.************************* ************ or ************Business Response
Date: 07/05/2023
July 5, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ************************* / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a swing ordered with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot online support team has refunded the customer.
With that said, ********************** 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: ***********************
Fax: ************
Reference Number: ********Initial Complaint
Date:06/17/2023
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 recently purchased a new appliance from Home Depot in store #****. When making the purchase I was sold a home depot credit card to run the purchase through as I was offered 0% financing for 12 months and given $100 off the purchase for getting the card. This was on 5/26/23. It has been almost a month now and I have still not received the card and when attempting to register online via the account number initially provided the information does not line up. I have continually called home depot card services only to be told I'll need to wait several weeks to receive a call from some random number to verify things. At this point I have no way to actually view or pay the card due to the complete incompetence of Home Depot Card Services. I will likely receive some sort of penalty and hit to my credit as a result of this negligence by Home Depot Card Services. I do not know what else to do at this point as I can't seem to receive any actual help when calling home Depot Card Services to address the matter.Business Response
Date: 06/19/2023
June 19, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
************************************************************************************************
RE: ***************************** BBB Case # ********
Dear **************:
We acknowledge the receipt of BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (************), NA, is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (************), NA, accordingly. After the review and investigation by Citibank, ************************* will receive a response directly from them.
Please know it is The Home Depots goal to satisfy all of our customers with the products and services we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 06/20/2023
Complaint: 20200322
I am rejecting this response because the initial response is addressed to ************************ I have no idea who that is and I'm sure they do not appreciate their details being sent out to another party. The number provided by ***** to contact home depot at is also invalid. At this point Home Depot is failing to address the situation entirely and have only responded with false information.
Sincerely,
*****************************Business Response
Date: 06/21/2023
June 21, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************** BBB Case # ********
Dear **************:
We acknowledge the receipt of BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (************), NA, is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (************), NA, accordingly. After the review and investigation by ********, ***************************** will receive a response directly from them.
Please know it is The Home Depots goal to satisfy all of our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 06/21/2023
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:06/17/2023
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 ordered flooring on April 27th. The price on website was listed at 14 cents a square foot. I thought That was low so I called customer ********************** line. The representitive I spoke with assured me it was correct and she pulled floor up. I asked her to please call whomever she needed to confirm this was correct price. She placed me on hold and called. She came back to me and said yes it was correct price at 14 cents . She kept assuring me not to worry, she often so this steep discounts on clearance items. Which I also see these type low prices on at home depot but they are usually sold out when I do find them. She also said there was enough flooring in stock for the **** square feet I was ordering. I asked her to please make notes on this order so I would not have any issues later on. Her notes have been confirmed by the three times I have spoken with Home Depot customer complaints. I placed three more orders in next 24 hour period. All Figured up at 14 cents square foot and the online Flooring caluclator figured in Units with each unit covering 606 sq ft. Ive since been told I only ordered cases and not units. That is when I have sent them the screenshots of the flooring price and calulator on thier website which clearly shows Units and each unit covers 606 sq ft. Please see my uploaded complaint letter for details with the screenshots of the proof. Based on my due dillegence of confirmation of price and avialbility and the representive assuring me over and over this would not be issue, I have rental property I had flooring removed in preparation for this new flooring. I order 45 Units Total and have recieved 45 cases (Each case covers 21 sq ft). After all verifications I recieved I removed flooirng from rental house and have not recieved enough flooring to put back in this house. I sent cerfiied reequest for resolution over one week ago and still no response. They have continuoulsy blown me off.Business Response
Date: 07/17/2023
July 17, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************** / BBB complaint # ********
Dear **************:
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding flooring ordered with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team is working with the customer to process a refund for the flooring ordered.
With that said, The Home Depot considers this matter in-progress.
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: ***********************
Fax: ************
Reference Number: ********Initial Complaint
Date:06/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They agreed to pay $379 by check and never sent the check.Business Response
Date: 07/17/2023
July 17, 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 regarding their Experience with our company.
Home Depot Home services departments inform that check refund was issue on June 23 and sent to customer home address.
With that being said, The Home Depot has addressed the customers concern and consider 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.
************
The Home Depot Executive Escalations
SF-32974798Initial Complaint
Date:06/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a **** built law mower from the home depot store located in ************ ******* (store ****), on June 12,2023. On June 15th, 2023 I drove to the home depot with a purchased tow trailer to pick up my lawnmower, when I arrived they were not able to locate my purchase due to the stores error. They found a lawnmower with my name on it but kept informing me that it was not mine. I was told, As an error on their behalf I was able to get the same new lawnmower for the price it was sold to me. They loaded it on my trailer to finish the exchange and the manager by the name ***** had them take it off my trailer and said he will not ***** the exchange due to their error. ***** contacted the store in ************ and told me i had to drive all the way to a other town to get my purchase that i paid for at their store. The young lady in customer ********************** called ************ before i left, and found out they didnt even have the product. So i was going to drive to another town for no reason. At this point i was extremely frustrated and was at the store for over an hour and decided to take the lawnmower that was originally had my name on it, as they were loading it on my trailer once again, I asked ***** to test the lawnmower just to make sure everything was okay, since I can't believe anything in told by the store representatives. After he tested it, we found out that the blade didn't even work and they sold me a broken lawnmower. He refused to discount a new lawnmower for my inconvenience. I am not looking for a refund, I'm looking for an exchange for a new lawnmower for the price that it was sold to me for my inconvenience and troubles.Business Response
Date: 06/22/2023
June 22, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
RE: Kerneatha *****/ 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 store manager and customer order specialist reached out to the customer and provided the customer with a brand-new mower. The customer is extremely satisfied and ********************** considers this case 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: 32974749
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