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.
- 3,464 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:06/14/2023
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 *** 14th, I bought a washing machine, dryer, and dishwasher from The Home Depot through The Exchange website, along with accessories and installation services, costing a total of $2181.76, The Order Number: WE19718942.The first delivery and installation were scheduled for *** 18th. The washing machine and dryer were installed on time, but I rejected the dishwasher due to defects. I contacted customer **********************, but didn't receive a call for rescheduling. On the following Thursday, the delivery personnel arrived without notice, but I wasn't home. I called again and rescheduled for *** 30th.Unfortunately, the second dishwasher delivered was also defective. I rescheduled for June 7th. This time, the dishwasher was fine, but during installation, a leak was discovered in our water pipe. They couldn't proceed and advised me to hire a plumber to fix it before rescheduling. I accepted the dishwasher without accessories. I called customer **********************, suspecting the installation team had caused the leak, but the plumber confirmed our water pipe was fine.The fourth appointment was set for June 10th, but they didn't arrive. After contacting customer **********************, they claimed nobody was home, which was untrue. A fifth appointment was scheduled for today, June 14th. However, they couldn't proceed because I hadn't received the dishwasher accessories during the previous delivery, and the current team wasn't aware. They suggested rescheduling.These are the issues I faced during my shopping experience at The Home Depot.
Business Response
Date: 06/21/2023
June 21, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
******************************************************************************************** *****
RE: ***************** /BBB Compliant:20185239
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their dishwasher installation with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the delivery escalation team and requested to reschedule and bring the **************** to complete installation. The delivery escalation team has confirmed that the installation has been completed on June 19th. ********** has confirmed that her dishwasher installation has been completed and all is good. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********Initial Complaint
Date:06/14/2023
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 17, 2021, I entered an agreement with Home Depot to replace three windows in my then home with an approximate completion date of 10, 2021. I paid the down payment of ****** using credit card. June 2021, I received noticed stating the windows were ready. I began following up with customer ********************** each month about having windows installed. out.I sent a demand letter to Home Depot via email and certified mail on June 22, 2022 requesting that my windows be installed by July 23, 2022. This was over a year later. Home Depot sent me a response via email on August 12, ********************************************** January 2022 and they will issue me a refund in **** business days.The refund amount credited to the card was in the amount of $344.50 on August 18, 2022.I contacted an attorney to assist me with the the case prior to realizing that there was a credit to my account. I shared this information with the attorney also indicating that all I wanted was for Home Depot to install the window as the original agreement outline and the demand letter. The attorney reached out to Home Depot explaining my request to honor the agreement and included that the refund was not correct. This is the response I received from Home Depot The Home Depot has carefully reviewed and investigated this matter. In doing so, I am contacting you in regards to the request for completion of a Home Services window project. Unfortunately, our records indicate we refunded the whole amount. We are respectfully denying further compensation, unless there are records proving otherwise. Therefore, we will not be completing the installation.In my opinion, Home Depot have not tried to resolve the matter. They have used unfair practices to take advantage of the little person once again.This dispute is bigger than windows and a few dollars is about the large corporations taking advantage of the less fortunate because the law protects them and not those who can not afford it. +Business Response
Date: 06/15/2023
June 15, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: *******************************/BBB Complaint#: 20185031
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their refund owed with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The Home Service team has provided documentation that **************** refund has been issued on August 12, 2022. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********Initial Complaint
Date:06/14/2023
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 my whirlpool dryer on 5/19. Had delivered on 5/24/23. The unit didn't work. Had a 2nd whirlpool unit delivered on 6/7. As of 6/13/23. The unit did not work. A loud noise was coming from the unit. I've missed 3 days from work and trips to laundromat to dry clothes. It's unacceptable that a new dryer does not work. And more ridiculous Home Depot policy of 48 hour time frame. Of returning and exchanging item. I've purchased appliances in the past never had issues and this time. I returned to the store for assistance. Which I was not happy about their response. I was advised to call the manufacturer and a service call was initiated. I don't want a service call. I want home depot to make it right and let me exchange it for a more reliable dryer. Not a happy customer. I purchased the unit with insurance of $734.97.Business Response
Date: 06/22/2023
June 22, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
******************************************************************************************** *****
RE: ******************************* /BBB Compliant: 20184900
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance service with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer, and she stated that the dryer drum does not move. The vendor scheduled a service appointment for June 20th. On June 21st the customer emailed advising that the appliance has been service and the issue has been fixed. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********Customer Answer
Date: 06/22/2023
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:06/14/2023
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 ordered items for a job on June 6th. At the time I placed the order, delivery was scheduled for the next day. After not receiving it the next day, I was informed that the delivery would be on June 11th. Then the delivery was rescheduled for the 13th. Today, June 14th, I called and was told that it would be delivered no sooner than June 19th. They will not let me cancel the order, the items are no longer needed because I lost the job. What can I do?Thanks, *****************Business Response
Date: 06/26/2023
6/26/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
RE: ***************** /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive assigned to our customers case was able to partner with the local Home Depot to request a cancellation of the ***** order; the store associate was able to successfully cancel the order for our customer. Our customer will be refunded in the amount of $866.45 to the original form of payment.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 06/26/2023
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,
*****************Initial Complaint
Date:06/13/2023
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.
They are calling me saying theres a fraud . I have not never have had a Home Depot credit card. They want me to give social security and card numbers to speak with them. They called my ex harassing him looking for me. No idea how they got his number. I think they are trying to scam me .Business Response
Date: 06/16/2023
June 16, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: *************************** / BBB CASE#: 20183258
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20183258
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have explained the phone number that contacted the customer has no relationship or association with the Home Depot. In addition, we have shared precautionary measures to help outline our privacy policy.
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
Phone: ***********************
Case: ********Customer Answer
Date: 06/20/2023
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:06/13/2023
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 signed a contract with The Home Depot for the installation of windows in October 2022. I was well aware that due to inventory challenges with glass, they would probably not be installed until April/May 2023. To my surprise, they arrived in the beginning of January. The crew showed up to install. They were here from early morning to dark hours. They said they would be back the next day. After review of the windows and window seals, I noticed that they set the windows to far in. They arrived the next day and started to begin their work. I let them know that I was unhappy and called Home Depot. In the middle of all this, we all realize that the windows they have installed are not ******* rated. They are rated for mid atlantic. I was told they needed to re-order the windows, Windows finally show up and they said one day to install, which was surprising as the prior crew said 4 days. The work began. During the install, the team started to rip off all the stickers and I heard them saying to remove all the stickers. They were all wrong. I was informed originally by my sales person and the Regional NOT to remove any stickers as they needed for inspection. So now I believe the windows are incorrect. I also had to remove all the blind from my home due to the install. They left the front three main windows of the house still exposed to the elements outside. The heat from ******* weather has increased my electric bill severely. They finally came back after multiple calls to try and finish and replace the window seals that they broke on installation. To this day, we are now in June, the job is still not complete. I have repairs still needed due to the additional damage caused and the project nor stickers on the windows have been replaced. The window screens are still sitting on my front porch to make my home look like I don't care. They left an extra window and tons of dirt. The Regionals only response is they are short staffed like everyone else.Business Response
Date: 06/22/2023
June 22, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconveniences experienced as it relates to shopping with our company.
The Home Depot has reviewed this case. Our business partners with Home Depot Interiors (HDI) have been handling this case as all information for it has been forwarded to the local branch office for review.
The District Installation Manager, ***************************** will be the customers point of contact. In addition, the new sashes that were installed do not come with stickers from the manufacturer, they come with a performance letter to be added to the permit that has been sent to the customer. The final ********************** repairs were set for Friday 6/16/23 in which the final inspection can be scheduled upon completion.
With that said, The Home Depot does not consider this matter resolved and the service ticket with HDI shall remain open until the customers concerns have been addressed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: 31379716Customer Answer
Date: 03/13/2024
Signed Contract and paid $16,500 October 2022 for window replacements of all windows on home at ********************************* Court *Installation started January 6th or 7th 2023- 5 replacments were done. Glass was found to be incorrect glass. Windows onset was installed to far inside interior home, window ceils were broken, debris left in home, paint in home messed up *Several visits came from after that first install. *new windows showed up, installation started again. Job was still not completed. Several of the windows do not lock, hard to open, few screens cut, gapping around windows, gobs of caulking used to keep windows in place. *window installation started again. Crew removed all stickers off windows even though I was told as concumer they are needed for county inspection. *Several visits have been made to the house after I have continued to follow up. Black mold has formed interior and exterior of windows and is embedded in caulking. Windows are hard to open, gapping issues, and no one is following up with me. *I have visited the store several times, emailed corporate and no response.Business Response
Date: 03/18/2024
March 18, 2024
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************;
North Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconveniences experienced as it relates to shopping with our company.
The Home Depot has reviewed this case. Our business partners with Home Depot Exteriors (HDE) have been handling this case as all information for it has been forwarded to the local branch office for review.
The District Installation Manager, ***************************** will be the customers point of contact. ************ has been contacted by the Branch and has been asked to remain in contact with ******* as he is currently addressing her concerns.
With that said, The Home Depot does not consider this matter resolved and the service ticket with HDE shall remain open until the customers concerns have been addressed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: 31379716Initial Complaint
Date:06/13/2023
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 ordered a Magic Chef mini fridge from Home Depot on June 8, 2023. The order number is WB48203720. The order was received on June 13, 2023. The box was delivered dumped in my gravel driveway. The box was damaged, with a large open seam on the bottom, crushed corners, and holes ripped in the sides. My husband and I opened the box all around, so we could use a dolly to move the appliance into place. We plugged it in and it is running, however the door will not close properly and is binding on the door seal. I called Home Depot Customer ********************** and they said that it could be picked up by *** for return, as long as it was repackaged in the box. I told her that the box was damaged on arrival, and now had been totally torn apart and thrown away. She said that WE could return it to our local store. I informed her that I was disabled and my husband is a disabled veteran. How were we supposed to lift this into a vehicle? She said that those were the only options. Im very disappointed that Home Depot would not make this right, by picking up this appliance and insuring that we received a replacement in good working order. I have photos of the damaged box as it was received.Business Response
Date: 06/15/2023
June 14, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *********************** / BBB CASE#: 20182815
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20182815
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer shared that they have returned the item to the store. We have provided a gift card accommodation to repurchase the item, in 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
Phone: ***********************
Case: 32926838Customer Answer
Date: 06/16/2023
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:06/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a 10 foot fiberglass ladder online. Requested and paid extra fee for delivery between 2pm and 6pm. Received call from Home Depot delivery man at 11 am saying they are there to deliver the ladder - 3 hours early from requested delivery window which I paid extra money for because nobody can be present at delivery location until 2pm. I told the delivery man I paid extra for the delivery window to be from 2pm to 6pm and if he could return then. He said okay. It is now ****pm and the ladder is not going to be delivered today. I needed the ladder today for work to be done tomorrow with repairmen. This is a big waste of my time and money. I want a refund of the extra fee paid for timed delivery window and the delivery fee totaling $99.00. Home Depot has horrible delivery service.Business Response
Date: 06/20/2023
June 20,2023
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 customers may have experienced with their purchases from our store.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations team confirmed that the customer delivery and delivery charges have been refunded due to the expectation not being met. The customer was a gift card for the dissatisfaction with service.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its 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:06/13/2023
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 package on June 6th from Home Depot and it was set to be delivered on 6/9 and i got a notification that it was delivered. The photo of delivery proof was not my address nor my porch. I have contacted ***** and Home Depot with no delivery or resolution. After initationing this, it was discovered my shipping address was wrong it was supposed to been **** instead of ****. My info is always autofilled. I made tons of orders with Home Depot and this has never happened. I don't appreciate my business being chumped off by your resolution team. I would like my purchase price refunded or my merchandise delivered to MY home and not someone elses.Business Response
Date: 06/15/2023
June 15,2023
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 customers may have experienced with their purchases from our store.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations team spoke to the customer about his order being delivered to the incorrect address, we offered a gift card refund for order lost in transit and advised our customer this would be a one-time courtesy refund, our customer accepted the offer and was very satisfied with the resolution.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its 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:06/13/2023
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 bought a new ** Refrigerator from Home Depot back on 2/18/23 in the amount of $1,523.06 with savings of $601.00. I asked the salesperson what was wrong with this ** Refrigerator and was advised nothing as all the other refrigerators only had a *** of $300.00 savings. The reason for the $601.00 savings I believe was due to the ** Refrigerator being defective and Home Depot failed to advise me of this defect. Home Depot knowingly sold me a defective ** Refrigerator that could have caused great harm to my health! **, the manufacturer, has refused to resolve this issue so now I am going after Home Depot to resolve this matter before I take my story to the media. I strongly believe a customer prior to me got really sick and possible died due to not reading the instructions that came with the ** Refrigerator. The delivery people warned me to make sure I drain the water dispenser on water door in which a prior customer did not due and drank the purple toxic residue from the water dispenser. The delivery people also told me to make sure I dump the 1st batch of ice cubes in my sink which I did. The next morning, I noticed the purple residue in my sink by the melted ice cubes. The next day was worse. By the time I brought this issue to Home Depot, my 48 hours had expired, and they were no longer accepting returns or exchanges. Home Depot advised me to contact ** and after several months, ** refused to resolve my issues. The doors are misaligned as well and have been unable to get them fixed as well. I have not been able to use the ice maker to make ice cubes I can use in my drinks since it was delivered to me. How many other customers out there are using ice cubes from their ** Refrigerator that are hazardous to their health? I am now demanding that Home Depot replace my new ** Refrigerator otherwise I will go to the media with my story.Business Response
Date: 06/21/2023
June 21,2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******,** 30303
RE: *********************/ BBB Case # ********
Dear ***************************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customers may have experienced with their purchases from our store.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations team advised the customer was assisted by GE on 6/19/2023. GE addressed the door alignment and Ice maker issue.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its 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: 06/21/2023
Complaint: 20181941
I am rejecting this response because: The installation of a new GE Ice Maker did not resolve the issue as I am still having toxic purple residue left in the sink after the ice cubes melt. It is clearly obvious now that GE Manufactured a defective GE Refrigerator with Home Depot being fully aware of this defect, and still sold this GE Model to customers such as myself, but when I purchased this GE Refrigerator from Home Depot, it had a much larger discount than other brand refrigerators. Since both Home Depot and GE are refusing to replace my defective GE Refrigerator, I will be filing a complaint with: The Consumer ************************* (****) as I now strongly believe that all GE Refrigerators that were sold to other consumers prior to myself may have caused serious harm to not only adults, but most likely hospitalized or even killed child when they consumed the toxic residue that is in the ice cubes. It was just dumb luck that I even became aware of the issue with this toxic purple residue being left in ice cubes after they melted as the delivery people from Home Depot delivered my new GE Refrigerator were getting to leave my house when they were going through their checklist and one of the driver's told me he almost forgot again to tell me that I need to fill a cup several times from the water dispenser on the new GE Refrigerator door as apparently they had previously forgotten to advise a previous customer of this and he drank the toxic dark purple liquid that immediately came out the water dispenser and got so sick that he was hospitalized. They did not know he damaged his kidneys or may have even possibly have died. This story scared the h*** out of me, so I spent at least 30 minutes dispensing water from the water dispenser on my new GE Refrigerator. It was not until a couple of days later that I noticed the toxic purple reside in my sink from the first batch of melted ice cubes from my new GE Refrigerator. The following day, the second batch of melted ice cubes had even more toxic residue than the first batch. After the third batch be worse than the prior 2 batches of melted ice cubes, I went to Home Depot where I originally purchased my GE Refrigerator and since 48 hours had elapsed,they were no longer willing to accept my return, especially after I explained the issue with the toxic blue residue and showed them the pictures I had. They advised me I need to contact GE directly to get my issue resolved. GE has no intention of resolving my issues with my GE Refrigerator as they already advised service people who have been to my house previously that they have no intention of replacing my defective GE Refrigerator. This is why I filed my complaint with the BBB against Home Depot because they were the ones who in fact sold me and knowingly sold me a defective GE Refrigerator by reducing the original price by $601.00 when all other refrigerator manufacturers were only as high as #***.00 off the original price. At this point, I want a new Refrigerator! I am hoping the **** will help me get a new Refrigerator as well as I am going to be looking for a law firm to represent me in getting a new Refrigerator as l well as going to the major media outlets with my horrific stories of how GE Refrigerators are making consumers most likely very sick, possible hospitalizations, or even may have caused deaths to consumers. How can a company like GE manufacturer a refrigerator that could possibly be jeopardizing consumers health without their knowledge as the Ice Cubes look completely clear and only after they have completely melted, do you clearly see the toxic purple residue being left and 2 different service people have seen this toxic purple residue firsthand and they state they have never seen anything like it before. How many people have consumed this toxic purple residue in their drinks when they put these ice cubes in their drinks? I cant believe my GE Refrigerator is the only defective refrigerator! Why did Home Depot take off $601.00 off the original sales price? These are questions that need to be answered. I strongly believe the public should be aware of this issue with ice cubes being made in GE Refrigerators. Again, I want a new Refrigerator like the one I have now as anything smaller than what I have now is unacceptable.
Sincerely,
*********************
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