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
- 11,883 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:06/15/2023
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.
On June 5th, 2023, we purchased (4) new ** appliances from Home Depot store in ******* **. We were given a delivery date of June 12th, 2023, between the hours of 9:00 am and 1:00 pm. On this day I received a message that the delivery truck had broken down. Now mind you because we are getting all (4) new appliances we had to remove the current ones from our house on Sunday evening. I was given a new delivery date of June 14th, 2023, between 1:30pm-5:30pm. Yes, at this point I was upset but what can I do. NOTHING since I have no control over when these appliances will be delivered. Now this means, we must eat take out every day (3 adults) 3 meals each. Now on June 14th, 2023, I receive a call at 6:34 pm advising me the delivery is 25 mins away. I wait until 7:45pm to call the **** number to see where my delivery is at. I was then told that the delivery drivers stated it was a missed delivery. UM NO IT WAS NOT; I have been sitting on the front porch of my house since the phone call waiting for the delivery. Customer ********************** proceeds to tell me Well the drivers took a picture of your house with the numbers *********************************** what does the house look like, rep ****** its white with black shutters. My house is tan with burgundy shutters. NO, NOT MY HOUSE!!!! I still at the point believe that we should be compensated for the loss of money we experienced, due to having to eat out each day 3 meals a day. This was at NO FAULT OF MINE this is ALL HOME DEPOTS fault. You calculate the cost of eating out each day for 3 adults that live in this household. If you ****** per diem rates for ******* ** meals one days worth of food is ***** per person. That is ***** per person times 3 adults times 3 days= ****** total. This is the M&IE rate for ******* **. I expect to be reimbursed via **** Card/Check NOT a credit of any sort. I did not pay for the food in the form of credit.
Business Response
Date: 06/19/2023
June 19, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *********************** / BBB Complaint#: 20191687
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their appliance order/delivery.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. The Home Depot Online Executive Escalations team received the complaint and contacted the customer on 6/16/2023. The customer had since canceled their order but requested reimbursement for the delays. Home Depot agreed to compensation via check and recommended that the customer allow **** business days for it to arrive. Additionally, Home Depot confirmed the appliance order refund had been processed as of 6/16/2023 and advised the refund credit should reflect on their account within 3-5 business days, depending on their bank.
Should the customer need additional assistance with this matter,please recommend that they contact the online agent who assisted them,********, at *************************.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all 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: ***********************
Case: 32952659Customer Answer
Date: 06/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:06/15/2023
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 Transaction: 12/8/2022 *What the nature of the dispute is: The clerk approached me asking if I wanted to apply for the credit card, Clerk did not say it had been activated. About 2 weeks later I got the card in the mail. Thinking that the merchandise I had purchased had been paid with my debit card. I was not aware that it been activated, and that merchandise had been added to the Home Depot account. . I went back to Home Depot and they did not want to help me to resolve the problem. And all this time late fees are being added to the credit card that I did not activate. They failed to tell me that it was automatically activated. I have never experience anything like this. The bill now is $197.63. Please help me to resolve this problem. If possible, store credit for the full amount would be appreciated. Thank you for all you do. YOU ARE HIGHLY APPRECIATED.**Account number#*******************Business Response
Date: 06/23/2023
June 23, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
**************************************************************************************************
RE: ***************************/ BBB Complaint 20191640
Dear **************,
We acknowledge the receipt of your notice dated June 16, 2023, regarding the customer referenced above.On behalf of The Home Depot, I apologize for any inconvenience experienced regarding their Home Depot Consumer Credit Account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Executive Escalation team contacted the customer upon receipt of the complaint. Home Depot agreed to the customers desired resolution for a store credit and issued an e-gift card to the associated email address on 6/21/2023. We advised that store credits/gift cards are not accepted for consumer credit account payments and provided the contact information for Credit Services at Citibank to further discuss the customers interest regarding account payment.The customer accepted the resolution.
With that said, we have addressed the customers complaint and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all 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
Office: ***********************
Reference Number: 32952661Initial 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.
2/24/23 Powershot **** 4.0 GPM Gas Due to the weather the unit was not used for 20 or more days. Once started the pumps breather cap leaked oil. Called the company for a replacement cap. At this point The Home Depot would not exchange the unit. The replacement cap leaked . Told to send the unit to a local authorized dealer who has held the unit to complete paperwork. Now in June the unit can be sent back to to the company and may not be fixed. The Home Depot will not get involved, assist or allow returned. The unit has been used for under 20minutes.Business Response
Date: 06/23/2023
June 23, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
Re: ********************* BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their pressure washer
The customer returned the power washer at the *********, ************** HD location (****) with the assistant store manager. The item was palletized and shipped back to the vendor.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
SF Case # ********Customer Answer
Date: 06/23/2023
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,
*********************Thank you so much!
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 April 16, 2023, I purchased a Ridgid 12 gallon wet/dry vac, a PVC cutter, and a PVC pipe from the Lake *****, MI Home Depot store (in person). The total on my receipt was $146.46. The receipt number is **************. (see attachment)At the time, Home Depot was offering an 11% rebate on all purchases (unless they fell within the exclusion list which none of these items do). The next day after I made the purchase, I submitted the rebate online at ***************************************************** (see attachment).On May 21, 2023, I received an e-mail from Home Depot or their fulfillment center stating there was a nondescript issue with my rebate and to contact them. I did a chat at the web site above, the the rep stated that it was rejected due to a duplicate submission for the same receipt number. This is false, and the rep realized as much and admitted he couldn't find any other submission. He told me he was escalating the issue and it should be approved.A week later, I checked the status and it still wasn't showing as approved. I e-mailed them since chat was unavailable, and another rep named **** replied, insisting that they had received two claims with the same receipt number, one of which was already paid out. The problem with this rep's reasoning is, SHE SAID IT WAS SUBMITTED ON MAY 5, 2023. (see atttachment called rebate follow up communication). This means they paid out a submission that was submitted over two weeks after mine was submitted. Perhaps someone was rummaging through the trash or a home depot employee fraudulently submitted a rebate based off my receipt, but it couldn't have been submitted before mine. Therefore, my submission should have been paid out. As I said, I submitted mine the day after I bought the items on the receipt.To date, Home Depot refuses to pay this claim out, and I am owed $16.11. (11% of $146.46)Business Response
Date: 06/19/2023
June 19, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************** / BBB Complaint#: 20191374
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their rebate submission.
The Home Depot has carefully reviewed and investigated this matter and offers the following response. Upon further review of the receipts provided, Home Depot Executive Escalations contacted the customer on 6/16/2023 to offer an e-gift card covering the denied rebate amount. As of 6/19/2023, the customer accepted the offer, and Home ********************** issued an e-gift card to the email address associated with the customers complaint.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all 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. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: 32952665Initial 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.
We purchased and paid (including installation) for custom blinds back in March this year. The installer delivered & installed 1 bay window & told us that 1 of the remaining 2 blinds didn't come in/reordered. In May we went to the Lk. *****, ** store to learn the blinds weren't reorder & talked with ***** who ordered them the 3rd time. ***** called ** a few weeks ago & stated the blinds are in and the installer will contact us. We went to the store 6.13.23 & this lazy rep. stated the installer was out sick & backed up. She says she would follow up on the ******************* us no later than 6.14.23. Here we are today & nothing had changed.Business Response
Date: 06/23/2023
June 23, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
**************************************************************************************************
RE: ******* & *******************************/ BBB Complaint 20190995
Dear **************,
We acknowledge the receipt of your notice dated June 16, 2023, regarding the customer referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding their customer blinds purchase/******************.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.Upon receipt of the complaint, Home Depot Installation leadership contacted the customer. On 6/16/2023, we confirmed possession of the custom blinds and scheduled a final installation appointment for Tuesday, 6/20/2023. The District Services Manager attempted to contact the customer via telephone/voicemail to verify the blinds were installed, and as of 6/22/2023, Home Depot still awaits customer confirmation of successful ******************.
With that said, we are addressing the customers concerns, and our internal case will remain open until the customer confirms the blinds have been **********************.
Please know it is The Home Depots goal to satisfy all 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. If you have any questions, please do not hesitate to contact me.
Sincerely,
********************
Executive Escalations
Office: ***********************
Reference Number: 32952674Customer Answer
Date: 06/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I not only left a message for ***** with Home Depot on 6.22.23 but he never called me back. I received a call from the manager who confirmed the installation and I made her aware that we were to receive a 48" wands but instead received a 10" wands. Still waiting for the correct wand. I am not satisfied.
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 placed a large online order through Home Depot's website for the first time on Monday, in order for it to be delivered to my home on Tuesday. When I received the order confirmation from Home Depot through my email, I noticed that they are going to leave my order outside of my home instead of putting it where I needed it to be placed, which is inside my ********* called the toll-free number on the email, because the email told me to call that number, and the agent told me I had to contact my local Home Depot because they are making the delivery. I called the local Home Depot store and let them know I need them to put my order in my garage, because I am not working on the full order in just one day. The woman I spoke with told me that they have to reschedule my order for Thursday because they need a different trunk? They also told me there would be an extra $28 dollar charge for this. I have done home deliveries with places like Floor and Decor and never had to reschedule a delivery or be charged extra just to move my order in my garage. In any case, I agreed to it and got over it at the time. Now today, which is the day I am receiving my order, I received an email from Home Depot at 10:23 am MT saying my order is out for delivery. Then, one minute later, I received an email saying that my order has been delivered? The proof of delivery image (attached) shows what looks to be the outside of the home depot store and someone signed a faulty signature for the signature confirmation (attached). I checked my order status a little later and now the status changed back to being on its way. My partner confirmed she received two pallets of my order, which I have not had a chance to look at since I am at my work office, but now I received another email from Home Depot saying that half my order is being rescheduled again for the 21st. The whole process with Home Depot has been a time consuming and frustrating experience compared to other companies I've done business with.Business Response
Date: 06/26/2023
June 26, 2023
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************************** /Complaint file # ********
Dear ****************************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team attempted to contact ********************** via phone but was unsuccessful. As of today, we have not been able reach the customer and therefore, we have not been able to properly address their concerns.
If any additional assistance is needed, please advise the customer to contact the online agent who reached out to them. With that being said, we are in the process of addressing our customers complaint.
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.
Sincerely,
**********************
Executive Escalations
Phone: ***********************
Reference Number: ********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.
Home Depot installed my front entry door on 09/09/2022. Install / Product problems include: 1) a mail slot with holes that allow me to see outside. This allows unmitigated passage of cold and hot air as well as water. See pictures. 2) an additional gap at the bottom of the door allowing unmitigated passage of cold and hot air as well as water. See picture. 3) Unfinished caulking allowing penetration of air and water. See Pictures.Shortly after the install date of 09/09/2022 this was discussed with the ******** Home Depot manager ************************* in person.On 9/30 I received an email from *********************** stating the corrections were in process and would be handled one after another.... huh? no need for that, I emailed asking why this was the case. No response was received.On 12/16 (3+ months post install) I recevied and email (see below) from *********************** stating it was now too cold to effect repairs.That was the last communication received. It is now 9+ months from install.Home Depot needs to effect repairs immediately. This may include ordering and installing a new door if the holes in the door and mailslot are not fixed appropriately.Business Response
Date: 06/23/2023
June 23, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ***********************/ BBB Complaint 20190716
Dear **************,
We acknowledge the receipt of your notice dated June 16, 2023, regarding the customer referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding their door installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint, Home Depot contacted the customer to schedule a site visit, and the ******** Home Depots Specialty Assistant Store Manager stepped in as the customers point of contact (***). An appointment was scheduled for Tuesday, 6/20/2023, to address the customers concerns. A follow-up visit/inspection was scheduled for Wednesday,6/21/2023. As of Thursday, 6/22/2023 Home Depot:
-visited the home to address the customer's concerns.
-re-caulked the top right corner.
-corrected a gap at the bottom of the door.
-inspected the mail slot and we are currently working with the manufacturer on an alternative that will fit the sizing.
The *** attempted to contact the customer via telephone/voicemail on Wednesday, 6/21/2023, to share all the information above. As Home Depot could not reach the customer, the *** will follow up with the customer on Saturday, 6/24/2023.
Should the customer have any questions/concerns, please recommend that they contact their ***,**********, at **********************.
With that said, we are addressing the customers complaint and working toward a resolution. Our internal case will remain open until the matter is resolved.
Please know it is The Home Depots goal to satisfy all 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
Office: ***********************
Reference Number: ********Customer Answer
Date: 06/26/2023
Complaint: 20190716
I am rejecting this response because:The mailslot issue is unresolved. Per Home Depot, they are "currently working with the manufacturer on an alternative that will fit the sizing"... which means.... unresolved. It took 9 months and a BBB complaint to have Home Depot do their job. It is not complete until the mailslot is fully replaced. Last time Home Depot indicated they were working on a resolution, the problem and communication vanished. I can share the email if needed.
This case must remain open until the mailslot is replaces by a mailslot that is not manufactured with holes that allow me to see outside of my house.
Sincerely,
***********************Business Response
Date: 07/05/2023
7/5/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********************************************************************************************
RE: *********************** /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Specialty Assistant Store Manager which is the Point of Contact regarding this matter was able to provide our customer with a couple of options to address this matter.
Ordering an Online Mail Slot suitable for customers sizing
The vendor will provide a new door slab with a no Mail Slot
Once a determination is made on with option will resolve the matter, our customer will be contacted to review the choices before making any final decision. Should the customer have any questions/concerns, please recommend that they contact their POC, **********,at **********************.
With that being said, the Home Depot is in the processing of resolving this matter;the case will remain open until resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********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 made this transaction on 7-14-2022 for this Frigidaire refrigerator. When I received the refrigerator the ice machine did not work and more than half the drawers were broken. The technician that was dispatched by ********** to repair the ice maker was supposed to report the drawer issue. I have spoken with Frigidaire for months to get these drawers replaced. They stated they were on backorder and after 2 months of that they said they were sending a replacement fridge. When I didn't hear anything for at least 30 days I called again, they said call Home Depot and Home Depot said call Frigidaire because it's under warranty. No one is helping me and the warranty is about to run out and this is ridiculous!!! Now when I call Frigidaire I get put on hold for 30 minutes I get hung up onBusiness Response
Date: 06/23/2023
June 23, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
**************************************************************************************************
RE: *************************/ BBB Complaint 20190325
Dear **************,
We acknowledge the receipt of your notice dated June 16, 2023, regarding the customer referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding their appliance purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.Upon receipt of the complaint, Home Depots Online Executive Escalations team contacted the customer to acknowledge their complaint and contacted the manufacturer, Electrolux, to determine the status of the customers claim. On 6/21/2023, Electrolux said the customers appliance was out of warranty as their manufacturers warranty starts on the date of purchase (6/6/2022) and not the date of delivery (6/21/2022). Electrolux offered to cover parts and labor as a courtesy; however, Home Depot opted to replace the appliance for the customer on 6/21/2023. Delivery of the replacement is scheduled for Monday,6/26/2023, and Home Depot will follow up with the customer on Tuesday,6/27/2023.
Should the customer have any questions/concerns, please recommend that they contact their Online Executive Escalations case manager, ******, at **************************.
With that said, we are addressing the customers complaint, and the internal case will remain open until this matter is resolved.
Please know it is The Home Depots goal to satisfy all 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
Office: ***********************
Reference Number: 32952683Initial 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.
Ordered a door from Home Depot (**) - April 2023.** installers measured our door - told us they could not install a door and frame because we have a stucco exterior that would be wrecked.Talked to the ** salesman again, *********************. Told us that could order a slab only not predrilled - door is drilled by the installer when it arrives. ****** provided another contractor - he wrote on the back of his business card - *********************** - we contacted him - said he could install. We verified invoice said slab only no measurements for drilling given - lead to believe we were good to go note this is not a custom door but one right out of a ** catalog.When the door arrived, **** found that it had been predrilled and when he tried to install it, it did not fit at all all the hinge holes were in the wrong place and the door jam holes also.So we went with **** back to Home Depot to return it. We were then given the following excuses:1)We dont return custom doors this is not a custom door 2)Well you should have used the Home Depot team we thought we did because we only used people recommended by the Home Depot Salesman 3)Well thats just how slabs come thats not what we were told originally 4)Its not Home Depots fault, its our fault, because we ordered the door Even **** who works with Home Depot regularly, argued strongly with the store manager and said you know this is not right and you (Home Depot) are at fault. Manager said We can refuse all returns at any time. Well give you $150 (not near enough) so your installer can fix it. He never told us that closes the case.Now we find ourselves faced with trashing a $2,000 door or hoping **** can rip out the door frame without damaging the stucco for another $1,000. Next we called ** corporate. They said we cannot override store decisions (Im thinking then what are you good for) and because we accepted the $150 or $190 they consider the case closed which no one explained to us.Business Response
Date: 06/21/2023
June 21, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** ***** NE *******
****************************************************************************
Re: ******* and ************************************* /BBB Case # ********
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 the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Escalation team has reached out to Mr. ***** ************************** to address their concerns regarding their doors purchase and return. The store leadership team contacted the customers and since has apologized for the experience and refunded the customers purchase to the original form of payment. Customer resolved the complaint.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 06/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* And ***********************************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.
My complaint consists of two parts. The first part is specific to a single order that I made at Home Depot. The second one is about the whole Home Depot policy that violates the rights of all customers, as what happened to me is a systemic issue.Recently I got a promo code from Home Depot as the result of opening a new HD credit card. I applied the promo to the purchase and made an order. But the next day this order was cancelled by HD without any reason (later they explained that the item was not on stock, but that was not fully true, as I successfully ordered this item in my next order right after that). But the actual problem is that promo codes issued by Home Depot are one-off, so the promo was simply disposed by them without providing me the offered benefit. It is not possible to apply the same promo twice, no new promo is being issued when Home Depot cancels the order, but as a customer I complied with all the terms, so I feel being fooled.I would like to add that Home Depot often cancels orders, as the inventory availability seen online is not always up to date. As a customer I cannot predict whether the order would be cancelled or not, so applying promos becomes some sort of a lottery.I contacted Home Depot in online chat, the representative failed to help with the issue. I called the phone provided by the chat representative, my call was transferred several times to different representatives, but nobody was able to solve the issue. Thus I spent more than an hour hanging on phone. I'm not willing to waste my time calling anymore, but I believe this attitude and the systemic issue of denying their own offered promotions should cause the downgrade of Home Depot business until they resolve the issue and make it impossible to happen in future.I see two possible resolutions: HD has either stop disposing their promos until the order is fulfilled or they have to start reissuing new promos on every cancelled order if the promo was applied to that order.Business Response
Date: 06/19/2023
June 19, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
****************************************************************************
Re: ***************************** /BBB Case # ********
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 the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Executive Escalations Team contacted ******************** apologized for the inconvenience for his canceled order and sent a gift card the value of the promotional code. Customer was satisfied and resolved the complaint.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Sincerely,
Shonyea ***********************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ***********************
Fax *************
SFCase: ********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.