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
- 11,868 total complaints in the last 3 years.
- 3,462 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:06/16/2023
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 purchased a cub cadet 30in riding lawn mower on May 9, 2023 from Home Depot. The website advertised a mulch kit included with the purchase. (see attachment). The mower was delivered a couple of weeks later. The mower was missing the mulch kit. I have been in contact with my local Home Depot Store and said the mulch kit was ordered May 30, 2023 and was to be delivered to my residence. I have been dealing with ****** assistant manager at the **************** Home Depot Store and this matter has yet to be resolved.
Business Response
Date: 07/11/2023
July 11th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************** /BBB Complaint #********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. I connected with **************** regarding his missing mulch kit with his Cub Cadet purchase. We worked with the local store and assisted with an online purchase to ensure the missing kit was received very quickly.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
The Home Depot ************** Executive Escalations Team
Case: 32961937Customer Answer
Date: 07/11/2023
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,
***************************Customer Answer
Date: 07/11/2023
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:06/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought a fridge March 17, 2023. We were supposed to get the fridge delivered May 10, 2023. We got a all a week before the delivery day to let us know that it will be deliver June 10, 2023. We were compasated for the delay and we settle with no problem. On June 10 they attempted to deliver the fridge but the fridge had scratches so we did not accepted. The delivery driver called their dispatch office and report the problem and we were told we will get another fridge within a week.We called to confirm the delivery for this week and we were told that we will not get a fridge until August. We have been without a fridge for months. My husband has called multiple times to the customer ********************** and we have not have a straight answer and no fridge.We are straggling without a fridge with 2 small children. I am having to go daily to the store to get groceries because I cant keep much in our small bar fridge.The managers have not provided good service. We have been told we can cancel the transaction or that the best they can do for us is to provide us with the same fridge in a different colour. As well as to go from store to store asking if they have inventory.Please we need help. We have waisted so much time. We need this fridge as our current one does not longer works.Order# *********Business Response
Date: 06/27/2023
June 27, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ******************** /BBB Case #: 20194349
Dear **************:
We acknowledge the receipt of the BBB Case #: 20194349.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
As this is related to ******, The Home Depot has reviewed this case, where we forwarded our customers concerns to our Canadian Executive Escalations team for their immediate attention and assistance with resolution. Home Depots Canadian Executive Team is reviewing all information pertaining to this matter and will continue to work with the customer until it is resolved.
With that being said, The Home Depot is in the process of addressing our customer's concerns.If any additional assistance is needed, please advise the customer to contact the agent who reached out to them. 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. 32955738Customer Answer
Date: 07/26/2023
I file a complain in june #******** They called us and offered us a compensation. We accepted the compensation no problem with that. The problem is that we cannot sign on the offer because we do not have a date of delivery and also because we were offer $300 for the first time they delay delivery. We have not received that. The person that was talking with us hasnt been answering our calls. All we want is for the supervisor of the escalations department to call us so we can finish with this and get our fridge delivered. We have been waiting since March 17 for a fridge.Business Response
Date: 08/02/2023
August 2, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ******************** /BBB Case #: 20194349
Dear **************:
We acknowledge the receipt of the BBB Case #: 20194349.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
As this is related to ******, The Home Depot has reviewed this case, where we forwarded our customers concerns to our Canadian Executive Escalations team for their immediate attention and assistance with resolution. The team advised they issued a final offer letter to the customer, to which they will execute upon the customer signing an agreement. The team is currently awaiting the customer's response and has extended the proposed deadline to 8/3/2023.
With that being said, The Home Depot is in the process of addressing our customer's concerns.If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************). 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
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********Customer Answer
Date: 08/08/2023
Complaint: 20194349
I am rejecting this response because: we were offer a $400 compensation which we accept we have no problem with the offer. We have been asked to sign a contract accepting this offer but the business is refusing to provide a delivery date. We cannot sign a contract without a delivery date. It is unreasonable for the business to asks us to sign a contract without giving us a date. What if I sign it and then a week after I am told the refrigerator is coming in December.
I keep being told to look on their website for the delivery date. So far the website has shown Aug 4 / Aug 9 / Aug 16. I dont understand how they are not able to provide a delivery date.
I called customer ********************** a couple of weeks back and I was told I was schedule for delivery Aug 4, the fridge never arrived. This is the 3rd time they failed to delivered the refrigerator.
My husband and I have left multiple voicemails asking the escalation specialist in charge of dealing with this to call us. She has not called us back. I even called once and left a voicemail to the person responding to this complain she didnt call us either.
they are asking to sign a contract with what purpose? We are not refusing the compensation or asking for more. We are not even fighting for the first compensation of $300 that was offer to us by the store managers for not delivering on time (May 17) which they are not honoring anymore.
We already signed a contract when we bought the refrigerator. It is this business who had failed to deliver their part of their agreement not us. We are not signing any other contract because it is not us who need to provide anything to them. This business has the responsibility to deliver a refrigerator to us and to honor the compensation of $400 for our time and all of the groceries Ive had to thrown.
It is unbelievable that they keep us waiting. Or acting as if we are the ones on the wrong here the problem has been because this lady dealing with this complained has refused to give us a delivery date. Has told me to go look on their website for the day estimate or to call what type of business deal with things like this it is not my responsibility to find out the date. She needs to provide that and if shes not able then whoever takes care of that needs to let us know
what we need this business to do is to delivered the refrigerator as early as possible and once they have delivered they can credit the $400 to the account.all we want is for the refrigerator to be delivered and once it has been delivered they can credit us the $400. That is all. This is literally affecting us financially because we have a lot of groceries that go to waste as the fridge I currently have breaks unexpectedly time to time . It is causing stress and hardship to our family.
We are tired, frustrated, angry at this point I all I want to do is contact my province to see if I can file a consumer report against the location that sold us the refrigerator and report them to a tv network so other people is aware of the type of customer ********************** they give.
this was as simple as delivering the refrigerator as soon as we complaint but theyve done nothing but act as if we are doing something wrong. If we will be not to make the payments am sure we will have non stop calls and treats of damaging our credit. They should be accountable for what they are not delivering as well.
Thank you
Sincerely,
********************Initial Complaint
Date:06/15/2023
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 3/31/23 I purchased a used 5x8 solid wall utility trailer from the Home Depot (unit L064003988) for the total price of $1,400.75 on sales contract ******. It is a ********** titled and plated trailer through the **** The associates stated that they could not find the title at time of purchase but when the right person got in, they would get it for me in the next couple days. The days went on and I continued to reach out. The title had been lost and I was told another would be ordered in mid April and should take a couple weeks. I called at the end of April and was told the title wasnt ordered until 4/21/23 and that it would take a few weeks. I called again to follow up in mid May and they said that they couldnt check with their sister company Element and the *** until at least 5/31/23 for the status of the title. I reached out again in the beginning of June as well as a week later and was told that the title had to be ordered again. This time it would take six weeks. At this point I have been taking up valuable room at my house as I can not register the trailer to use on public roads, nor insure it and store it at a storage facility because it is not insured and in my name.Business Response
Date: 06/23/2023
06/23/2023
Sent Via Email???
Attn:***************************?
Customer Experience Specialist???
Better Business Bureau???
Serving Metro Atlanta, ****** & Northeast *******????
********************???
North Tower, Suite 900???
*******,** 30303???
RE: ***************************/BBB Case # ********
?Dear **************:?????
?We acknowledge the receipt of the BBB Case # ********.???
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his trailer purchase (Title). The title has arrived at the store and is ready for pick up. The customer has been informed.
********************** considers this BBB case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.?Please do not hesitate to contact me if you have any questions.????
Sincerely,???
******* Clay ???
Executive Escalations????
Phone:***********************???
Fax:************???
Reference Number: 32955739Customer Answer
Date: 06/23/2023
Complaint: 20193982
I am rejecting this response because: I have yet to receive the title delivered to me and the $150 corporate gift card is nothing in comparison to the money and time I am out in regards to this issue. I have paid hundred of dollars to store my larger trailer because I could not store this one as it wasnt registered to me.
Sincerely,
***************************Business Response
Date: 06/26/2023
June 26, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ***************************/BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with his trailer title.
I have verified with the store manager that the customer received his title Friday 06/23/2023 and was also compensated for the inconvenience.
The Home Depot does consider this BBB case closed.
As previously stated, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF# ********Initial Complaint
Date:06/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a ******* washer and dryer from Home Depot on 6/22/2022. I paid (has been paid in full) $2,043.51 for both washer and dryer. The washer was 3 months late delivered and damaged. Home Depot has sent me off to call ******* and then to a third party service company that never commits to their scheduled appointments or calls me back. Every time I request a return phone call back i get a different person or I get pushed off to someone new. The washer and dryer have a 1 year manufacture warranty and 3 year protection plan but Home Depot won't uphold their side of the customer receipt. I would like for them to fix my washer or exchange it for a working washer of the same value/brand. If you reach out to them you will see I have been calling for almost a year dealing with this problem. ********************************************* & Case#******. If you ask Home Depot to check under my telephone number **********, they have a record of me continuously calling, to include *******. Please help me.Business Response
Date: 06/29/2023
June 29, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ****************** /BBB Case #: 20193965
Dear **************:
We acknowledge the receipt of the BBB Case #: 20193965.
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 ******************** who approved a reimbursement for the customer's appliance. As a customer ********************** gesture, the Online team issued a gift card for the inconveniences, to which the customer accepted.
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:06/15/2023
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 6/16/22 I made a online purchase from Home Depot (HD) in the amount of $1,931.87 using my HD account and paid for delivery. Within a few months of beginning work on the project a family member became very sick and required my care. It wasn't until March of this year (2023) that I was able to return to the project, finishing one of the rooms last month. HD's return policy states that "If your purchase was made with The Home Depot Consumer Credit Card, The Home Depot Commercial Revolving Charge, or The Home Depot Commercial Account, you have 365 days from date of purchase to receive a full refund, unless noted in our Return Policy Exceptions." The items I wished to return amounted to $670.93 and none are listed under "Exceptions". Knowing I was very close to the 365-day deadline I stopped by my local HD store on 6/14/23 and discussed the situation with one of their staff. I was told that because it was an online order I would have to contact HD online to arrange for the return. I called HD online that same day and was told to I needed to contact them the following day (today, 6/15/23) as they needed to contact the local store that the delivery came from (******, **) to "okay" the return. I contacted HD online this morning and spoke to ****** who contacted the ****** store. I was initially told I could not return the items and get a refund. I pointed out that the stated policy was 365 days and I was still within that range. At which point I'm back on hold while she speaks to the store and then told I could only return for store credit. I pointed out their stated return policy again but was told I would have to return the items within the next few days and I would only get store credit. I wanted confirmation of that because I would have to rent a truck so I asked for a name of who would handle the return. Back on a long hold and then told I no refund or credit. I said I'd bring it today....and was still told I could not make the return despite their 365-day policy.Business Response
Date: 06/20/2023
06/20/2023
Sent Via Email???
Attn:***************************?
Customer Experience Specialist???
Better Business Bureau???
Serving Metro Atlanta, ****** & Northeast *******????
********************???
North Tower, Suite 900???
*******,** 30303???
RE: *******************/BBB Case # ********
?Dear **************:?????
?We acknowledge the receipt of the BBB Case # ********.???
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his online order return. Our online team has teamed up with store management (Store #****) and they have agreed to accept the items that the customer would like to return.
********************** considers this BBB case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.?Please do not hesitate to contact me if you have any questions.????
Sincerely,???
******* Clay ???
Executive Escalations????
Phone:***********************???
Fax:************???
Reference Number: ********Customer Answer
Date: 06/22/2023
Thank you for your prompt response. I have been in communication with both Home Depot's corporate "escalation" department as well as representatives from the local store. ***** from the corporate escalation department represented our communication accurately. However, while the local representatives have communicated with me regarding arranging the return, it has not been finalized yet so I'd prefer to wait to close this complaint until the actual return and refund has been completed. Their projection for completing this process is by Wednesday, 6/28.Business Response
Date: 06/29/2023
June 29, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: *******************/BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with his online order.
Our online team has verified with the customer that the items were picked up. The customer is going into the store to have his refund processed.
The Home Depot does consider this BBB case closed;our case will remain opened until the customer have verified that he received his refund.
As previously stated, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF# ********Initial Complaint
Date:06/15/2023
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.
Date of the Transaction: June 7th. Issue: Failure of Ontrac Delivery for Home Depot ("HD") Order Description: I ordered a father's day gift on June 7th, 2023. The product was supposed to be delivered on June 9th. My father waited at home all day - the product never arrived. Ontrac, the world's worst shipping provider, marked the product as "delivered" at the front door. They never came and the product never arrived. Our ring cameras show no one at the time they claimed the product was delivered. HD has given me the run around for 7 days and counting. HD says contact Ontrac. Ontrac says contact HD. Infuriating.**June 9. Friday. HD said that if "Ontrac" said it was delivered, my only option is to dispute with my payment method. Insane. I do not have a contract with Ontrac. I have a purchase order with HD and HD has a contract with Ontrac. This should not be the first line of dispute resolution.**June 10. Saturday. I called HD and cs told me to file a claim with Ontrac, and that if they didn't resolve in two business days, I would be refunded. I filed a claim with ******. I followed up the online claim with a phone call and Ontrac said delivery person didn't submit photos of delivery.**June 13. Tuesday. I called HD back because Ontrac had not resolved. No refund was issued as discussed. Customer ********************** opens a case to investigate the Ontrac dispute and told me that I would be contacted by the "resolutions" team in 24 hours. **June 14. I called HD because I had not heard back in 24 hours. Customer ********************** filed a new claim for a refund of an "in store return". She reordered the product for me with new payment and assured me they would refund the old amounts. She told me they would contact me probably by the end of the day but by the latest within ***** hours.**June 15. I called HD. Customer ********************** now says it will take **** days and that my original case was denied because ****** said "delivered". They now need to open a new case. WTF.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 confirmed the failed delivery and issued a full refund 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:06/15/2023
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 have had the ABSOLUTE WORST experience with Home Depot recently. The first delivery I had was a dishwasher. I was told by the delivery agent to cancel the delivery because the sink and disposal wasnt hooked up. (Which he then offered to come back to the house and us pay him directly $800 to have everything done.) Then I paid my own plumber $800 for the dishwasher and $150 for the pipes, faucet, and disposal. THEN I opened the dishwasher and the top rack was broken. Low behold all the extra work and effort I put into getting this dang thing installed. Then I called HD only to have them tell me they cant re-do the install for the replacement because it was declined by customer. Why would I decline it if I KNEW we needed it. A week later the new dishwasher comes. The people that delivered the replacement twice were BEYOND RUDE. I have text message screenshots of the company saying they would do the install for free because of the amount of c*** we had to go through. I HATE this company. I ALWAYS have an issue with Home Depot. Everyone was extremely rude and unhelpful. Then finally I was given to ****** the resolution specialist. ****** said to go to the store to purchase the dishwasher install and everything would be okay. NOPE. ****** was wrong. I now have to figure out how to pay my plumber another $800. Unbelievably stupid experience. Absolutely despise this company and all that theyre worth.Business Response
Date: 06/25/2023
June 25, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has reached out to the customer to address her concerns. ************ has service repair schedule for her range on June 26, 2023. The delivery of the dishwasher was scheduled for June 23, 2023. The team will also be reimbursing the customer for having an outside plumber come in. These matters are not considered resolved and The Home Depot is seeking more time to assure the customer concerns have been addressed in full.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32952638Customer Answer
Date: 06/25/2023
Complaint: 20192590
I am rejecting this response because: Home Depot doesnt care about their customers at all. I emailed the person handling my case and was told he is unavailable until Monday. Our stove is pouring gas to the point where it is hazardous to use. Theyve sent 3 people out to look at it and not one person has notated what the issue is. Weve been out of proper working appliances for over 2 months. This is beyond ridiculous. *** made multiple complaints and continue to be passed around to whoever is bored and will take my case. I will get to the bottom of this eventually but I absolutely will not continue the relationship Ive had with this company for over 10 years. I am BEYOND frustrated with they way they continue to handle my issue. Theyve ruined the relationship Ive built with them since 2012.
Sincerely,
*********************Business Response
Date: 07/05/2023
July 5, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has reached out to the customer to address her concerns. As previously stated,the delivery of the dishwasher was scheduled for June 23, 2023. The team will also be reimbursing the customer for having an outside plumber come in. ************ new range was delivered on July 1, 2023. The team provided the customer with a final an offer and it was accepted. Customer was advised to return to her local store to process the compensation. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32952638Customer Answer
Date: 07/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:06/15/2023
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 have purchased a safe from Homedepot and after messing up the delivery date and time 3 days later they showed up and delivered the 600lb safe with the pallet attached to it Today unfortunately I had to deal with the manager name ****** and explain the situation and his response was ya that's how they deliver.. are you kidding me now ?? So customer should take a pallet off the ***** safe by themselves?? On their marketing materials they talk about safety and customer ********************** is the priority to them but in reality that's just a BS .... everyone from resolution team confirmed that pallet must taken off but so far no one has taken any actionBusiness Response
Date: 06/19/2023
June 19, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has reached out to the customer to address their concerns. The local store sent a team out to the customers home to remove the bolts and the pallet. The customer was also compensated for his dissatisfaction of service and damages to the item.No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32952642Customer Answer
Date: 06/19/2023
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:06/15/2023
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 purchased a new refrigerator and washing machine (order WB46697912), as well as haul away of my old appliances, on 5/23/23. The new appliances were delivered on 5/30/23. The delivery team was unable to fit our old refrigerator through the doorway to our dining room and thus was unable to haul away our refrigerator at that time. On his own, my husband was able to move the old refrigerator through the opening from the kitchen to the dining room. A haul away was rescheduled for 6/8/23. The haul away team that arrived on 6/8/23 refused to haul away our refrigerator because the doors were not on the refrigerator (they were removed by the delivery team on 5/30/23). I tried to negotiate with the team, telling them that all of the parts to put the doors back on were still there and that the doors could be put back on. They refused. Then I asked that they take just the shell of the refrigerator. They refused, citing that shelves may come off in the truck. I offered to take all of the shelves out. They still refused. Another haul away was scheduled for 6/13/23. That team did not have room on the truck for our refrigerator. I am still baffled that we could be scheduled for haul away only and they didn't have room on their truck. A fourth haul away was scheduled today, 6/15/23. The haul away team that came today was a delight. They had the refrigerator out of my house in less than 10 minutes. However, 4 attempts at a haul away for an appliance is excessive and time consuming for 2 working parents. On top of that, the washing machine started making a loud metal on metal sound this morning. This appliance is less than 2 weeks old and is non functional. I called customer ********************** and was told that it is not Home Depot's problem.The compensation that Home Depot has offered thus far is nowhere near commensurate to the stress and inconvenience that this ordeal has caused, and as it stands, I will never order another appliance from Home Depot again.Business Response
Date: 06/19/2023
June 19, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address her concerns. ****************** order was compensated, and she has been advised to go into her local store to process it.No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32952644Customer 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:06/15/2023
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 product from homedepot.com that arrived broken. I contact customer ********************** for a return/exchange. Customer support refused to help and said I have to contact the store. Store refused to help or send a return method. Instead stated I had to drive to the store even though I ordered it online and than hung up on me order # WE21671927 One fan arrived brokenBusiness Response
Date: 06/24/2023
June 24, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address his concerns. ****************** has been provided instructions from the team to submit and once completed, he will be provided a full refund. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32952650Customer Answer
Date: 06/27/2023
Im still waiting for the refund, I have not received itBusiness Response
Date: 07/05/2023
July 5, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address his concerns. As previously stated,****************** has been provided instructions from the team to submit photos and once the team has received them, he will be provided a full refund. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32952650Customer Answer
Date: 07/06/2023
Complaint: 20192189
I am rejecting this response because: I have not received a refund for the product that was returned. The item was picked up by someone but i have not been issued a refund
Sincerely,
*********************************Business Response
Date: 07/07/2023
July 7, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address his concerns. ****************** has been provided a full refund. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32952650
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