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.
- 3,472 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:06/13/2023
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.
On 5/28 we bought a Whirlpool refrigerator from the Home Depot to be delivered on Sat. 6/3. We also paid $40 for the moving of the old one as well as $130.00 for the 3 year protection plan. We paid $1,200.00 in cash and $118.00 was charged to a card. When they attempted to deliver, it had a big dent in the door, so I refused it. We went back in Home Depot on Sun 6/4 to reschedule a new delivery. I was told those in charge of that were closed on the weekend. the rep called me on Mon 6/5 and conferenced me in with someone, at which point we were told that we would hear from the vendor in 72 hours. On Fri 6/9 we went into the store because no one ever called. The gentlemen spent over a hour on hold trying to help get us an answer. No one could help us reschedule a new delivery and we were told the old on was processed as a return. We had to wait 3 more days to get our money back. Went back into the store on Tues 6/13. to be told by the customer ********************** manager, ******* that it hasn't been processed and there was nothing they would do for us. We needed to hear from the Whirlpool, because they have our money. He did nothing to rectify the situation and we made it clear we wanted a refund so we could by a new fridge. After suggesting they could just ship a new one, we agreed and all of the sudden, he wasn't able to do that unless we paid for that one in full as well. I recorded him and his lack of effort and when he asked if I was going to get an attorney, and i said depends on whether or not we need on, he said bye and walked away.
Business Response
Date: 06/14/2023
June 14, 2023
Attn: ******************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB Complaint #*********
Dear ****************,
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 carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has provided a refund to the customer for their refrigerator. Our systems are showing this refund has processed correctly.
The Home Depot does consider 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,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: 32924880Customer Answer
Date: 06/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me. I do appreciate everyone who stepped in to help resolve this matter. Your help is greatly appreciated.
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.
Date of Transaction 4/7/2023 1. Customer was required to make full payment for deck flooring and special order railing in the amount of $3905.02. To Home Depot Alburn *******.2. When ordered was placed the customer pick up date was 4/30. The railing had not arrived and we were told that the railing had been discontinued: however, the supplier was able to provide all the parts necessary for our project.3. When the railing finally arrived, weeks later, we went to pick up the items, We were notified that the store was no longer carrying the flooring we ordered and it had not been tagged at sold so we were asked to pick up the remainder of the flooring at another Home Depot.4. Home Depot placed the railing outside on the ground and the railing boxes were wet and a fort lift had damaged some of the materials. Therefore, replacement parts had to be reordered and numerous trips were made to the store to obtain parts that were suppose to be available for pick up. Today June 13th we are still waiting on parts to complete our deck project.Nature of Dispute:Discontinued items were sold at full price with no disclosure at sale.Home Depot failed to provide product in timely fashion.Store personnel were *** in checking items before calling customer to pick up. Thus numerous unnecessary trips were made to the store with no product availability.We have a deck that cant be completed due to the store not being able to secure the necessary parts.Numerous calls have been made to attempt to get this problem resolved. As customers, we feel we have been more than patient in allowing the store to resolve the problem and yet 2 months later they still have not been able to provide us with the needed parts to complete this project.Business Response
Date: 06/21/2023
June 21, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ********************* /BBB Complaint#: 20181266
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their decking project with our company.
To ensure this matter is addressed by the appropriate parties,we escalated the customers concerns to our Executive Escalations Team. The executive escalations team contacted ************** regarding her compliant. The executive escalation team contacted ************* and she stated that the store denied her request to return items that she no longer needed. I offered ************** an electronic gift card to offset the cost of the items that she could not return to the local store. Under the circumstances The Home Depot has performed due diligence in this matter and considers this case closed.
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: # ********Customer Answer
Date: 06/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:06/13/2023
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 purchased two Home Decorators Collections Cellular Shade Motorization Kit with remote control. I picked them up from the Spring location, see order number WB22891443. I went to return the item due to failure with the receipt in hand. It asked for my driver's license and would not take the return back. Please see the order number. I've done over 10k of business with Home Depot but will consider making all of my purchases from another store because I'm afraid Home Depot will not honor its return policy. The Store manager said that once an ID is flagged that there's nothing he could do even without a reciept. The Home Decorators Collection Motorization kit has been discontinued because it is faulty and needs to be recalled completely. Please replace all of my motors to a current system that works. I have purchased 12 motors, 4 of which have failed. Thanks,*************************Business Response
Date: 06/20/2023
6/20/2023
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 confirmed a new order was placed for our customer, with a verified store ********************** of $170.53 which was processed on 6/17/2023 to address this matter.
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: ********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.
Home Depot order number H6334299297 - $5343.18 We ordered a master closet, pantry shelving, and laundry cabinets 10/22/22. We made sure everything was going to match our existing kitchen cabinets. We were also told since we were getting basic white cabinets that this would be fast track and should be done in 4-6 weeks. After two months I tried calling the installation number. It was like pulling teeth to get someone to answer. January the closet and pantry were installed. Laundry cabinets were measured incorrectly, had to be reordered. Master closet was installed incorrectly and was damaged, had to be fixed at later date. Drawer faces and handles were wrong. Contractors came back in March to install laundry room and fix master closet. Laundry room doors wrong, handles wrong, and handles installed in dead center of cabinet instead of on bottom. Master closet fixed badly. Drawer faces and handles still wrong. Putty still visible, gaps in shelving, and they said this was their best fix. In May they came back to fix the laundry room. The contractor gouged my wall, put a deep ***** in my washer and scratches all over my dryer. Handles installed crooked and screws stripped on handles. Came back again to replace drawer faces on master closet and incorrect handles ordered. Throughout this whole process it has been almost impossible to get the installation service to answer, manager ******************* gave me his cell phone and ignored all my calls and texts. He told me no discount could be issued until the work was done. Here ******** months out of a job that should have taken two months and we are calling it done because we dont want these people in our house anymore. Could not get ***** to answer regarding discount. Finally he calls me on a blocked number and says all they can do is $1500. In no way is this enough for all the delays, poor customer **********************, damage to our house, and just blatant disrespect as a business. Home Depot will never get another dollar out of me.Business Response
Date: 06/14/2023
June 14, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: *****************************/BBB Complaint#: 20181101
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their home improvement project 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 offered the customer compensation,and ********************** has been advised that this will be her final offer and she accepted the offer. ********************** will be mailed out a Settlement & Release document outlining her agreement. 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: # ********Customer Answer
Date: 06/14/2023
Complaint: 20181101
I am rejecting this response because:In my conversations with manager *******************, I made it clear that this is not an acceptable amount of compensation due to the damage in my house, the delays, the difficulty in communication, and quality of the product. I have not signed any documentation stating this settlement is agreeable. I have been actively trying to reach someone higher than ******************* to speak about this issue and continually get default responses of this is the final offer. But I have been unable to speak to an actual person about this. If this discussion is not reopened, I may have to pursue legal action.
Sincerely,
*****************************Business Response
Date: 06/16/2023
June 16, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
********************
North Tower, Suite **********************************
RE: *****************************/BBB Complaint#: 20181101
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their home improvement project 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 offered the customer compensation,and ********************** has been advised that this will be her final offer letter in the mail. ********************** also mention damages to her home. The Home Service team has placed a ******** claim with our 3rd party insurance once her claim number is available, she will be provided. Moving forward with her damage claim all communication will be handle by ***************** 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: # ********Customer Answer
Date: 06/25/2023
Complaint: 20181101
I am rejecting this response because:******** passed off the complaint to Home Depot and told me they have 5 business days to respond. Their response was to have ***** the contractor call me out of the blue and asked me what did I want him to do about it. He told me that Home Depot was going to take the damage out of his paycheck even though it was the younger kid, *****, who caused the damage. This is extremely unprofessional. I had expected to get a response from management and I told ***** this. I will not have any more contractors in my house and we will just fix the walls ourselves. The washer and dryer cannot be fixed though and I sent the manufacturer info to ***** at Sedgwick. I expect management to follow up with me with damage compensation as well as the $1500 we were already offered. As of now Home Depot has yet to offer me further compensation. Having a contractor call me is not a satisfactory response.
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.
17 May 2023 $3,624.25 Ultima ZT1 50 in. Fabricated Deck 23HP V-Twin Kawasaki FR Series Engine Dual *************** Zero Turn Riding Lawn Mower Item shows delivered in ********, I am in *******!!I have called/text in 5 different communications, to no avail. Last one said thank you for your order!!!Order # WP671119397Business 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 his concerns. ************** has received is order in full and he was compensated via discount to his purchase.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: 32924891Initial 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.
4 years ago I purchased kitchen cabinets, microwave, and countertop from Home Depot in *****, ** off of *******. From the start of the project, the cabinet installers and countertop installers debated back and forth about who was to secure the sink. Needless to say that neither one of them secured the sink properly. We ended up with water damaged cabinets, three all together and black mold. We had to remove the cabinets, the drywall, and the foam installation. I personally contacted Home Depot about this issue and other issues. I sent pictures and detailed emails. They sent out people to fix the issues but it was never resolved. Some of the issues, cabinet doors falling off, cracks in cabinets, cabinets facing on shelves falling off, water damage, sink movement, and improperly installed toe kick. Which the cabinet installers told ** we need to fix. I think not. After the lasted string of emails. It took months for the cabinet representative and a representative from Home Depot to come to my home. Then it was a month before the DM of Home Depot to come to my home. We have been without a kitchen from March to ***** When I asked for a partial refund to cove the remainder of the kitchen remodel. They refused. They said that they would give ** new doors. This does not cover the cabinet cracks and discoloration on the cabinets. They told me to paint them. We lost over $8,000 kitchen.Business Response
Date: 06/20/2023
June 20, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ************************* / BBB Compliant #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent home improvement.
The Home Depot has reviewed this case and reached out to all parties involved. At this time, based on our findings, we have respectfully denied replacing the cabinets. We apologize if the outcome of this decision did not meet ************** expectations.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (*****@ *************************).
With that being said, we will continue to monitor the progress of this matter, until we reach a final resolution. 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: 06/22/2023
Complaint: 20180837
I am rejecting this response because: the Home Depot says that they support their customers but in the end they do not stand by their product or work that they source out to other vendors. We experienced water damage in our kitchen and as a result black mold grew behind our cabinets due to improper farm sink installation. This put our very health at risk. This also put a huge dent in our income due to the fact that we now have to pay for a kitchen remodel. This is an incredibly stressful situation. I hope that others are not hurt by their negligence.
Sincerely,
*************************Business Response
Date: 06/22/2023
June 22, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ************************* / BBB Compliant #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent home improvement.
The Home Depot has reviewed this case and reached out to all parties involved. On January 27,2020, ************ signed a Customers Approval and asked about compensation. We offered the customer compensation, our ********************** provider offered to replace the damaged cabinet doors, and the customer declined both offers. At this time, based on our findings, we have respectfully denied replacing all the cabinets. We apologize if the outcome of this decision did not meet ************** expectations.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (*****@ *************************).
With that being said, we will continue to monitor the progress of this matter, until we reach a final resolution. 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: 32942896Initial 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.
Date of order 6/6/2023.Date of delivery 6/10/2023. Dispute is the ******* Refrigerator I ordered which was said to be 70 in Height. It is actually 70 1/8. I dont have that extra clearance. I have an upper cabinet that I told Sales Clerk about. I also spoke to ****** another Sales Clerk for over an hour prior to purchase going over Specs. Also neither of the Sales Clerks mentioned door clearance needed! I had installation but not only is it scraping my upper cabinet keeping a door from opening without scraping the top of the refrigerator but one refrigerator door opens only a few inches due to it being next to a wall (which the clerks were told about). Call to Home Depot Sales clerk ..did not resolve..referred me to ************** Referred to wrong ***** Then another call I was referred to OCC, Online ************** OCC did not resolve. Spoke to ******* Business Center. No resolve. Spoke to ***************** Mgr. No resolve. Most of these people mentioned Buyer Remorse! I like the refrigerator. I have not changed my mind. This is not a remorse issue. It is misrepresentation of height measurement and error in Sales clerks by not telling me about a door clearance. I look to these clerks as the experts to confide in. So with the height measurement stated erroneously and the door clearance not even mentioned by the Sales Clerks I believe they should come to some type of resolution be it in the form of a refund so I can pay to remove the cabinet and wall since they have refused to allow a return. I have a contractor coming to remove both to make room for this refrigerator which was misrepresented online plus I was not totally informed about door clearances. I would have thought that by talking to 2 Sales Clerks at least one would have been knowledgeable about the door clearances I took them to be the experts. Since they were not, my hours of speaking to them prior to this sale was for nothing hence this happened.Business Response
Date: 06/23/2023
June 23, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *********************** / BBB Compliant #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their online purchase.
The Home Depot has reviewed this case and reached out to all parties involved. We contacted ****************
on June 17th,June 21st, and June 23rd regarding order H0276-404876 via telephone and email. At this time, the customer hasnt responded to neither.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************).
With that being said, we have addressed the customers concerns 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: 06/29/2023
I responded to an email on June 23, 2023 from agent ****** at Home Depot but I dont believe it was reviewed. Today, I tried calling the phone given in that email, ****************************** but failed to reach ******.
I forwarded my email response of June 23 today in the hopes that this time it will get to him.
I will attempt to call ********************* at Executive Escalations now at extension 85690.
***********************
Business Response
Date: 06/30/2023
June 30, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *********************** / BBB Compliant #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their online purchase.
The Home Depot has reviewed this case and reached out to all parties involved. At this time, we have processed a credit to the original form of payment. Typically, refunds ************** 3-5 business days though this can vary depending on Ms. ******* financial institution.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************).
With that being said, we have addressed the customers concerns 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: ********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 went to Home Depot in Brighton to design a remodel for my kitchen in April of 2022. We signed a contract in September 2022. I was told 6 to 8 weeks for the cabinets to arrive. 2 week window for installation, 2 week window for counter measure, 4 weeks for counter install. It is now June 2023 and I still do not have my cabinets installed. They put in damaged cabinets so a countertop measure could be done. The countertop was installed over the damaged cabinet. Damaged cabinets have arrived to my home to be inspected by the installer only to sit for weeks on end waiting for them to be reordered. In March, I had the plumbing reinstalled as that was disconnected in December. I was to get a reorder of cabinets on June 2nd, but again, they are damaged ( this is the 7th or 8th time). I financed this project through Home Depot's Project Loan program. I started making payments in October. They offered to use the credit for 6 months to complete the purchases needed for this project. The six month ending date was January 2023. I have called, emailed and went in person to the store. I have contacted the corporate offices. Still here I sit. I've missed every holiday celebration with my family at home because of uninstalled cabinets and boxes taking up space. Their advertisement states **** % interest rate mine is *****%. I have over a 700 credit score. I was told my payments would be $122 a month. I am paying $316. The cabinet maker is American Woodmark. I feel it is unfair that I have had to wait more than 8 months. Below for Desired Resolution, Billing adjustment and refund should be to given for the damaged cabinets that were installed prior to the countertop measure and installation as those can not be removed without damaging the countertop. Had the job been completed prior to the 6 month purchase window, I would have had the backsplash installed by now as well.Currently communicating with ************************* ********************* Please HelpBusiness Response
Date: 07/12/2023
July 12,2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************** / BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent home improvement.
The Home Depot has reviewed this case and reached out to all parties involved. At this time, there was an order processed that is scheduled to ship the week of July 17, 2023. We called, spoke with ****************** on July 10th, provided her with this information,and will keep her updated with a delivery date.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, this matter is still in progress and monitored until we reach a final resolution. 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
Phone: ***********************
Case: ********Customer Answer
Date: 07/13/2023
This complaint is ongoing until the job is complete. 8th shipment and still improperly made/damaged. 10 months and I'm still waiting on cabinets. Too many emails and phone calls by business claiming they have managers involved. Please finish this job!Business Response
Date: 08/04/2023
August 4, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 30303
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 cabinet order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ******* regarding her order. We have Updated our customer advising her new cabinets to be received on 08/18. The Home Depot considers this matter in progress.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 08/04/2023
Home Depot continues to make unkept promises. My kitchen is not complete after 11 months of reodering damaged cabinets. Although I appreciate their response to this complaint, it should not be closed until the job stated in the contract is completed.
*****************************
Business Response
Date: 09/08/2023
September 8, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************
*******, ** 30303
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 cabinet order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding her order. At this time, our customer inspected and accepted the small cabinets. During the inspection of the cabinets, we discovered the wall cabinets were damaged. ****************** was updated regarding a reorder for the damaged corner cabinets.
This matter is still in progress and being monitored until we reach a final resolution.
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 # ********Customer Answer
Date: 09/11/2023
After inspection of the 2 cabinets, one was made incorrectly in several areas. One cabinet was appropriate.
Still waiting on 3 cabinets to be correctly made, shipped, and installed.
11 months to complete a job is unacceptable!
Frustrated,
*****************************
Business Response
Date: 10/11/2023
October 11, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 30303
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 cabinet order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding her order. At this time, our customer inspected and accepted all the cabinets. Our stores leadership is in the process of coordinating delivery of the cabinets and install.
We will continue to monitor this matter until all cabinets are delivered and installed successfully. 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 # ********Customer Answer
Date: 10/12/2023
Complaint: 20180574
I am rejecting this response because: the job is not done yet.
Sincerely,
*****************************Business Response
Date: 10/23/2023
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 cabinet order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding her order. At this time, our customer inspected and accepted all the cabinets. Our stores leadership is in the process of coordinating delivery of the cabinets and install. There was an additional order processed, and shipped on October 23,2023
We will continue to monitor this matter until all cabinets are delivered and installed successfully. 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: *************************Customer Answer
Date: 10/24/2023
Complaint: 20180574
I am rejecting this response because: The job is not complete.Home Depot is communicating their process, but this complaint ticket needs to stay open until the job the contract stated is done in an acceptable manner. Contract said 12 weeks and we are at 52+ weeks. Job is not done!
Sincerely,
*****************************Business Response
Date: 11/02/2023
November 1, 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 cabinet order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding her order. At this time, our customer inspected and accepted all the cabinets. Our stores leadership is in the process of coordinating delivery of the cabinets and install. There is an appointment scheduled for today, November 1, 2023, at 5:00 EST to address any other concerns our customer may have.
We will continue to monitor this matter until all cabinets are delivered and installed successfully. 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 : # ********Customer Answer
Date: 11/07/2023
Complaint: 20180574
I am rejecting this response because: The job is not finished. We are making progress, but still incomplete.
Sincerely,
*****************************Business Response
Date: 11/15/2023
November 15, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 30303
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 cabinet order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding her order. At this time, our customer inspected and accepted all the cabinets. Our stores leadership is in the process of coordinating delivery of the cabinets and install. At this time, there was an order placed and shipped. The remaining cabinets are scheduled to arrive at the store on November 16,2023. We will continue to monitor this matter until all materials are received and the remaining cabinets are installed.
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 : # ********Customer Answer
Date: 11/17/2023
Complaint: 20180574
I am rejecting this response because: the job is not finished. Last phone call I received stated shippment on 17th and not sure of arrival date. This is different than what is stated above.
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.
On 6/11th in the evening. I was at our local Home Depot getting some landscaping supplies. I had previously applied for the HomeDepot Improver credit card the previous weekend and was approved. I used the credit card the previous week no problem. However, this day, my transactions would not go thru. I was patient and waited over an hour calling the bank services, and working with the returns department. They were friendly and patient as-well. Ultimately, the return manager said to come back Monday to straighten things out. Keep in mind, my card has no issues and has credit available to use. I went back on Monday and still, my card would not work to complete the purchase. The reason I am filing a complaint is HomeDepot has a credit card I was approved for. Why cant it work? I cannot use it anywhere else but here. The credit company says its not a problem ion their end. So? what am I supposed to do? Who is responsible to fix this issue? I have been patient. I spent more than 3 hours trying to make the purchase. I am still no closer in getting the supplies I need.Business Response
Date: 06/14/2023
June 14, 2023
Attn:***********************, Trade Practice Specialist
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 *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their credit account.
********************** has carefully reviewed all information pertaining to the matter. We have forwarded the customers concerns to Citibank (************), which is the financial organization managing all Home Depot credit accounts. At the conclusion of the review and investigation by ********, *************************** will receive a response directly from them within 10 business days.
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,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
SF Case #********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 purchased a refrigerator, washer and dryer from Home Depot on or around 5/30/23. The product was suppose to be delivered on 6/6/23. On 6/4/23 I got a text that my delivery would not be until 6/26/23. I called the customer line and I was advised that the dryer is on back order and to call ** as Home Depot has no control. I called ** and ** advised that since I purchased the items from HD I need to contact them. After spending several hours on the phone I was told that my delivery is on 6/26.Then I got a message in a few days that my delivery is on 6/12. I called back as I could not take delivery on 6/12. My delivery was moved to 6/16. I started getting more messages regarding my delivery on 6/12 and 6/26. Today I called back and spent over 1 hour on the phone (call log attached). Just to be told that they don't see a record of 6/16 delivery. My delivery was again moved to 6/17. I advised the lady that I cannot take time off and waste money to sit at home and HD does not come through with their commitment. To date I have lost more money then what I paid for ****** and Dryer. HD should be able to compensate for all the delays and back an forth. Please call me to resolve the matter.Thanks,*********************** ************Business Response
Date: 06/22/2023
June 22, 2023
Attn:***********************, Trade Practice Specialist
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 *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. Additionally, The Home Depot Online Team partnered with our delivery team and scheduled delivery. Delivery was completed on 6/17/2023. Our online team also provided compensation for the inconvenience. The customer has been advised he will need to go to the store to receive his refund that is owed to him. Should the customer require additional assistance, please advise them to contact ***** at ************************.
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,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
SF Case #********
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