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
- 11,888 total complaints in the last 3 years.
- 3,470 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:06/12/2023
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 about four years ago to get an estimate for a new heating and cooling system the associate came out and gave us the estimate and advised us that we would receive certain credits and other amenities one of those amenities was a **** dollar Home Depot gift card we have never received that gift card from Home Depot I have been trying to get that card from Home Depot ever since the installation of my new system to no avail
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 District Service Manager was able to partner with Blackhawk, which is the company responsible for issuing the customers rebate. After further communication, it was advised that our customers rebate card has been fully redeemed. Due to Blackhawk being responsible for the rebate, we have requested they contact the customer directly to review the transactions history. The company has been unsuccessful reaching our customer at the contact information provided, we do encourage **************** to reach out at his earliest convenience to further discuss the matter with Blackhawk and or follow up with a different contact number.
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
Complaint: 20174038
I am rejecting this response because: I have been in contact with Blackhawk they are attempting to determine if said gift card was actually received by me I reject their transaction history as I never made any of those transactions
Sincerely,
***************************Business Response
Date: 07/05/2023
7/5/2023
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 District Service Manager is still working with Blackhawk regarding the transaction history for our customers rebate; we will continue to work with Blackhawk regarding updates. The *** also reached out to the dispute team requesting more information on the dispute timeframe, which was advised is about 60 days; however due to the time that has elapsed since the rebated was redeemed, we cannot guarantee the charges can be disputed. Our customer can contact the dispute team directly at ************** to dispute the charges.
With that being said, the Home Depot is currently in the process of addressing this matter.
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: 07/06/2023
Complaint: 20174038
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
Date:06/12/2023
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.
At the end of May 2023 I paid nearly $2k for an ** washer/dryer from Home Depot. I made the selection with the help of a person working there as I only wanted to shop for what was in stock and available for delivery the same week. When the delivery date was made for June 3, at the time of purchase, I hired a person to come to the home and wait because I would be gone. This person was also from 2 hours away but going to drive in on the delivery day. I got an email the day before confirming the window for the delivery and that I was number two spot on truck 19. I also called twice the day before (since I never got the promiseddelivery call) to confirm it was set before I had the person driving in, and sitting and waiting for the delivery. The next day I called asking why they were not there and was told they were running late and please keep waiting. Keep in mind the frustration that every time you call you have to wait ***** min on hold and I called a total of 6 times over 2 days. But as the promised time window was closing, HD explained on the phone that the tracking app was not working because GPS was not working on their truck and that is why I couldn't see thedelivery course on the app. Of course I was unhappy when they never did show after 51/2 hours. I called the store to speak to the "head general manager", and spoke to 2 different people who said they were the manager, but turns out they were not. But believing they were the manager, I told them what I wanted for the delivery and they responded that they or ** company would call me back to resolve it and get the delivery done understanding I am out of state and I am not going to pay someone else to be there. They agreed a delivery with facetime could work. I have a lock box on the door and they could enter the home. I didnt have anyone else to wait there and HD refused to refund the $100 I was already out for hiring someone to wait on the no-show. But I also asked for such refund from the second "manager"who said yes this could be done no problem. It never happened. Then I got a text after the no-show saying they were coming June 12 instead. I used the text system saying that did not work. I also called and let them know this was not a time I would be there. Actually, I am never going to be there and I refuse to pay another personto wait on HD no -shows when I already paid and have not been refunded. No one ever followed up with those promised calls and resolution planning, by the way. But I called back today after I got the out for delivery text and asked them to use the lock box on the door and FaceTime me, this would be fine. They refused!HD is not trying to work this out. I am furious. I have a renter moving in and I live in another state. I have given options to HD, pay me the fee I already paid someone to wait, find and pay for another person to wait, FaceTime me, or show up when you were supposed to.... and HD says NO! NO! NO! I am considering small claims court as you are not trying to work within my situation to deliver this and it actually feels like theft.Business Response
Date: 06/16/2023
June 16, 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 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, our team has offered a partial refund as a one-time courtesy for the inconvenience that our customer may have experienced during the delivery process.
Our customer is requesting we accommodate to pay or send someone to wait for the appliance delivery. Regrettably this is not an accommodation that we are able to provide. Our team has made multiple attempts to schedule delivery for our customer but unfortunately the customer has been non-responsive. 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 #********Customer Answer
Date: 06/17/2023
I am very surprised by the ** response and would like to reply as to the actual facts. I am not too surprised as so far ** has many people who respond, yes, but no one follows through, what they say does not happen, and no one seems to know what the other one has communicated. First their comment, "our team has offered a partial refund as a one-time courtesy for the inconvenience that our customer may have experienced during the delivery process." This is not true! No refund has been offered or received. I only asked for $100 to refund me because I had to pay someone to wait for them when they did not show up. And they have not given me $100! That is just a lie. If they had it would already be done. Second saying I am unresponsive? That is a lie. I have 18 text messages (still on my phone) with the ** delivery text service, 9 phone calls I made to them (and waited ***** min each time before they answer). Once they called me. I have emails between ** and myself going on now 9 rounds of conversation with the escalation **** and before another 3 emails I sent the manager. I have spent HOURS trying to communicate with **!! Unbelievable claim and it is amazing to me this how they respond about a customer complaint?!?
Basically this is ** refusing to help resolve the problem using solutions I have requested. The idea of doing facetime over the delivery was my main suggestion and they said they could not as the driver would have to use their cell and that is a privacy problem. That makes no sense since the driver calls on their cell when they are supposedly on the way to your delivery. Their argument does not make sense to me. The problem about seeing if the items are damaged can be done on facetime as well. It is ** who refuses. They also refuse to pay to have anyone there to wait on my behalf since I am in another state but they have just not responded to that request in particular.
I am shocked that Home Depot is turning the finger on me as some sort of culprit for the problem they created and again offer not one solution other than throwing out delivery dates that I can not be there and then saying I am not cooperating?
***
'
'
Business Response
Date: 06/29/2023
June 29, 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 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, our team has scheduled delivery for 7/3/2023, and our team is awaiting for the customer to confirm that this delivery date works for them. Our team will provide compensation once the delivery and installation have been fully completed. Our team will continue to work with the customer to ensure our customer is satisfied with their experience. 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 #********Customer Answer
Date: 06/29/2023
Complaint: 20173482
I am rejecting this response because the outcome is in the future and so nothing is actually resolved. I have communicated about this and agreed to have a delivery July 3 as long as it is anytime before 12 N when I have been able to find a person to wait for it. I hope this does happen, that HD shows up and I hope to receive the promised refund which has not been given at the time of this writing.
Sincerely,
***********************Business Response
Date: 07/07/2023
July 7, 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 contacted the customer and apologized for their inconvenience. The appliance delivery was completed on 7/3/2023, our team has also informed the customer her refund has been processed and to please allow 3-5 business days to receive the funds. 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 #********Initial Complaint
Date:06/12/2023
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.
Order #WP49106928 for a new washer and dryer was placed on October 20, 2022 with an estimated delivery date of November 4, 2022. I took a vacation day from work in order to be present for the delivery per Home Depot policy. On November 1, 2022 I received an email from Home Depot advising me to get ready for my scheduled delivery on November 4th. On November 3rd I received an email from Home Depot advising that the delivery had been rescheduled for November 16th. I understood this as sometimes things just don't work out as planned. I scheduled another vacation day for November 16th in order to be present for the delivery. On November 15th I received an email from Home Depot advising that my delivery had been rescheduled again for December 6th. I made arrangements to take another vacation day from work (my last one available for the year) for the December 6th delivery. I contacted Home Depot and expressed my frustration about the multiple times my appointment had been rescheduled and spoke with a very kind representative who said that I shouldn't worry and that Home Depot would "take care of me due to the inconvenience" but that no credits could be given until after delivery was completed. On December 5th I received an email from Home Depot which stated that my delivery had been rescheduled for December 15th. I made arrangements for a neighbor to be present for the delivery as I had used all of my vacation days for previously failed delivery dates. The washer and dryer were delivered on December 15th. When I arrived home I realized that the washing machine was not the correct model and was constantly leaking water into the tub when not in use. I contacted Home Depot and reached a horribly rude lady who stated they couldn't help me with "buyers remorse". I called back several times over the next days, weeks, and months to attempt to reach a resolution. Finally, on February 10th a tech came out and found that yes, it is the wrong model number and it is defective. I signed paperwork for a replacement unit at that time. Now they have no record of my calls and state that I need to contact GE and try to find resolution through the warranty. So I have been paying for a defective unit for months and Home Depot has made no effort to assist me.Business Response
Date: 06/26/2023
June 26,2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************* 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 We decided to place a no cost order to replace the washer, as the defective model that they received was incorrect and could not get it replaced since they did not have a registered serial number for the wrong washer.
Our team received an email from ****** advising that they received the new machine, and it is working great.
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: 06/26/2023
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:06/12/2023
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 May 22nd I had ordered an item with a ******************, however I noticed that the dimension changed rendering the ordered item to small for my intended item. I had paid with my PayPal account. On May 28th, I cancelled the order via e-mail. On monday May 29th the item was delivered to my residence. On Tuesday May 30th I returned the item to the Home Depot ******** ** store. There I requested a refund, there was no problem the person gave me a document from there which I have uploaded to you. However since then I keep getting "authorized but not posted" from PayPal to my credit card every 7 days for $285.14 it then doubles up on my credit card holding up $285.14 by twice, reducing the credit limit on my card. The person with which I dealt with in ******** **. had assured me that a refund would be coming within 4-5 days. It is now the 11th of June more than 7 business days. I would like this to end now! ThanksCustomer Answer
Date: 06/13/2023
Further information on my dealings with Home Depot ******. AttachmentsProof that ****** authorized but not posted appears twice on my credit card. This is withholding $570.28 on my credit card whereby my limit is $800.00Proof of cancellationThanks,*************************Sent from Mail for WindowsBusiness Response
Date: 06/15/2023
June 15, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************/ BBB Complaint # ********
Dear ********** ********** 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 ****** team manually halted the request authorization and the customer will see the hold removed within **** business days.
With this 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,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 06/16/2023
It still doesn't answer why the original invoice was $285.14 but my credit card shows authorized but not posted for that same amount twice. My credit card is holding back ****** since June 1st. and now I must wait another **** days for the hold to be removed? I contacted my credit card company about this matter their reply was to contact the merchant? Yet my PayPal account only shows one invoice of $285.14? My credit card limit is for $800. So in that sense I cannot use my card until next month since I have gone over or near my allocated amount for the month. So I am going to wait the 7 days you specified and see whether both amounts have been removed by then, if not I refuse Home depot's solution. *****'s answer doesn't say they will remove invoices in the plural.
By the way, BBB sure are a competent system and don't fool around with a request. I thank you for that!
*************************
Business Response
Date: 06/22/2023
June 22, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************/ BBB Complaint # ********
Dear ********** ********** 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 ****** team manually halted the request authorization, and the customer will see the hold removed within **** business days. The issue originated due to not recognizing the customers cancellation as it was done after the product was shipped.
With this 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,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********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,
*************************Customer Answer
Date: 06/27/2023
Hello: This very morning I checked my **** card statement, and lo and behold they charged me with another bill for $****** on another authorized but not posted hold!, please refer to the attached card copy where you will see another authorized but not posted hold. What kind of game are they playing with me? Yesterday I signed off on the complaint largely as a result of having removed the charge of June 1st, immediately afterwards they again billed me for ****** on June 23?Business Response
Date: 06/28/2023
June 28, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************/ BBB Complaint # ********
Dear ********** ********** 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 ****** team informed the customer that the system did not cancel the order as requested and that the charges shown are for the finalization of the original purchase. The customer was instructed to visit his local store so the credit can be processed back onto the credit card as the refund cannot be processed remotely.
With this being said, The Home Depot 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,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 06/29/2023
Complaint: 20171553
I am rejecting this response because: I am not a sheep, I am not following instructions to drive 80 some kilometres return for possibly another disappointment. There are so many discrepancies from one set of instructions/promises from the different people that I communicated with that credibility is now a problem. I suggest that they credit my PayPal account the account from which I paid from on the 22nd of May 2023. It has been done by others in the past and it should not be a problem with a large Company like Home Depot, for goodness sake for the accounting department this should be a breeze! I also want these authorized but not posted hold renewals that occur roughly every 10 - 11 days removed from my **** card. How is it possible that $285.14 was recently removed from my account for an item I should have been credited for since May 30th, the day I returned the item to the Pembroke Home Depot facility? It is amazing to me that an entity on a whim can just simply remove or add authorizations with holds on other people's assets. Just think if I went into one of their stores and removed an item and left without paying for it, what would happen if I was caught in the act? Isn't this a fair analogy as to what's happening to me? I am a senior citizen and driving 8o kilometres or so is not an easy task!
Sincerely,
*************************Business Response
Date: 06/29/2023
June 29, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************/ BBB Complaint # ********
Dear ********** ********** 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 ****** team informed the customer that the system did not cancel the order as requested and that the charges shown are for the finalization of the original purchase. The customer was instructed to visit his local store so the credit can be processed back onto the credit card as the refund cannot be processed remotely.
With this being said, The Home Depot 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,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 06/29/2023
Complaint: 20171553
I am rejecting this response because: Same old same old there is still no explanation as to why that the authorized but not posted keeps recurring on my credit card on or about every 10 to 11 days. I need to be guaranteed that this will not disappear and re-appear again sometime down the line. Secondly isn't it odd that there was no problem extracting $285.14 from my assets, but there is a problem putting it back in. My option is to take their word for it that if I drive to ******** **. and they will credit back my credit card? That would be quite a jump in faith after all the promises from others that the charges would be removed, and instead the charges doubled with an authorized but not posted to my card.by twice until just recently where one of the authorized was actually cashed in with no justification. Then they offered to send a cheque to my residence for $285.14 but will take 4 to 6 weeks to arrive here. Again no to those offers. There are several ways that I can accept the refund either by direct deposit to my account, by e-transfer, or by refund to my PayPal or **** account without the travel bit! It is not credible that an organization such as Home Depot cannot do these things other than have me travel 80 kilometers or so to credit my card back. If some information is required to perform any of the offers I made I am willing to provide them.
Sincerely,
*************************Initial Complaint
Date:06/12/2023
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 May 12, 2023 I ordered 18 cases of flooring which was due to be delivered to the store on May 26, 2023. When it arrived all 18 cases had some type of damage on them, yet the store only claimed 6 cases were damaged and allowed their associate to pick what he felt was the 6 worst cases that I could return and get a replacement for. The replacement 6 cases were due to be delivered to the store on June 2, 2023. As of June 5, 2023 they had not been delivered and both tracking links the store provided offered no information. The store called the flooring company and assured me that the flooring would be ready for pickup between June 6 and June 9, 2023. I filed a complaint with Home Depot on June 3, June 7 and again on June 8 letting them know that this situation was not acceptable and that I had a notice on my portal that I had cancelled the flooring order (which I had not) and another message saying that the flooring had been ordered on June 6, 2023 and would be delivered by June 14, 2023. I then got an email on June 9 at 10:41 from ***** at Home Depot saying that they had not cancelled my order, so they could not explain the message on my portal, but as they had promised, my flooring had just been off loaded from the truck and he would have someone call me first thing in the morning to have it delivered. No one ever called me to arrange delivery, but at a little past 2 pm on June 10, 2023, Home Depot called to inform me the flooring would be delivered to the store on June 13, 2023. I sent all this documentation to Home Depot Customer **********************, but the facts are that the company lied to me on numerous occasions. I paid $388.08 for 18 cases of TrafficMaster Lakeshore Pecan Stone 7 mm T x 7.6 in. W Laminate Wood Flooring (**** sqft/case) in new and undamaged condition. This is what the store owes me. Not 18 cases of damaged boxes with the flooring in unknown condition.Business Response
Date: 06/14/2023
06/14/2023
Sent Via Email???
Attn:***************************?
Customer Experience Specialist???
Better Business Bureau???
Serving Metro Atlanta, ****** & Northeast *******????
********************???
North Tower, Suite 900???
*******,** 30303???
RE: *********************/BBB Case # ********
?Dear **************:?????
?We acknowledge the receipt of the BBB Case # ********.???
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his online order. Our online team has placed a no cost reorder on the 18 boxes of flooring.
The Home Depot considers this BBB case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.?Please do not hesitate to contact me if you have any questions.????
Sincerely,???
******* Clay ???
Executive Escalations????
Phone:***********************???
Fax:************???
Reference Number: 32904557Customer Answer
Date: 06/17/2023
Complaint: 20170464
I am rejecting this response because: I have only received an offer from the company of resolution, and until I see the actual delivery in good order, I can not in good faith close my complaint. I have been outright lied to several times in regards to this order (which I sent documentation to company). Then, when I returned the 12 cases of flooring I was forced to accept, I was not listened to, I was treated disparagingly, and then the clerk tried to rip me off on my refund. The 6 replacement cases that finally arrived had to be released to me so they could do a return, and yet they still tried to load it into my car despite me telling them multiple times I was returning all cases and did not want them. The cashier refunded me one case, and I said I was returning all 18. Then she refunded 6 cases and told me that 6 and 6 was 12 and that she had refunded 12 cases. I told here I was returning all 18, and she said that was what she said, and when I said that she in fact said 12, she walked away and handed it off to another clerk, who had me so confused, I left the store and said I would reach out to corporate. I did this as soon as I got home and heard nothing from anyone. The last time Corporate spoke to me, I was given July 3rd as a delivery date. I do not want to deal with that store again, or any of the rude associates I had to deal with through all this. It needs to be delivered to my home and if there are any other issues, I will be returning all $5000 worth of merchandise and washing my hands of this company for good.
Sincerely,
*********************Business Response
Date: 06/22/2023
June 22, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: *********************/BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with his Online Order.
Our online team has verified the following information:
The customer has been issued a full refund and has been given the *** of 07/03/2023. Our online agent will follow up with the customer on 07/03/2023 to verify that he received his order.
The Home Depot does consider this BBB case closed;we will keep our case open until the delivery is verified.
As previously stated, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF# ********Customer Answer
Date: 06/23/2023
Complaint: 20170464
I am rejecting this response because:As I stated in my last response, I refuse to accept an offer that is verbal only, when I still have not received what the 18 cases of flooring I ordered back on May 12, and despite clearly stating that I was being treated quite terribly at their store, they still are shipping the flooring to the store and I have to go in and go through all that unprofessional and rude behavior all over again. While corporate did reach out to me (while I was at work and my boss was right there with me) He did offer to place another order and have it shipped to me, although he didn't know when it would arrive. The issue there is that if I do not know when it is arriving, how can I make plans to be there when it comes? It could arrive damaged. It could arrive on a day it is raining and get damaged by the rain. It could arrive and get stolen. Even when I am given a delivery date, it has never been when I was told it would be delivered. I had one store manager email me at after 10:30 at night to say he had just off loaded it from the truck and someone would call first thing in the morning, and this was all a lie. Twice they told me they had ordered it and this was also a lie. When I called them out on it, they then sent me tracking links that did not work. So yeah, Home Depot can say the case is closed and they can say that they care about customer ********************** and they can say just about anything they want. But the bottom line is talk is cheap and it means nothing when everything Home Depot has delivered up to this point is damaged flooring, lies and more lies, rude ****************** who can't be bothered to listen to anything, etc.
Sincerely,
*********************Initial Complaint
Date:06/11/2023
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.
May 12, 2023 is when I paid for the measurement of a closet door in my home. As not today I am unable to get in touch with anyone at Home Depot to reschedule for them to come out again. They said that they came out and no one was home. I was home and waited for them two hours and did not hear my doorbell nor did they leave a note on my door stating they had been here. I have made numerous calls and some of them said that I was updated. I have heard nothing else from Home Depot. Please help me.Business Response
Date: 07/13/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE:*************************** / BBB Case # 20153475
Dear ****************:
We acknowledge the receipt of the BBB Case # 20153475
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to **************** regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Interior Team have reviewed the customer's complaint and have scheduled the customer's next ****************** visit for 7/13/2023 to address the customer's lingering concerns. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Home Depot Interior Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:06/11/2023
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 5/28/23 I purchased a Glacier Bay AIO 33 inch workstation sink for $499, receipt number 1913-00051-02306. I saw late night on 6/10/23 the price is now $249.70 and according to Home Depot's website they will make a price adjustment if the price changes within 30 days, and will also honor competitors price if the same item is cheaper in another companies store that can be verified. I started a chat with Home Depot support on their website and the agent instructed me to contact the store in the morning. On 6/11 at 9:31am CST I contacted the store at ************ as listed on my receipt and spoke to a gentle man who told me a price adjustment is not a problem but I would have to bring my original receipt to the store. No problem, I got to the store at around ****am and the agent at the returns desk reviewed the situation, called over a supervisor who told me it's not possible that this is an online purchase only (which it is not, I am able to rebuy the item for in store pickup at all of the home depots in the area and can order it to ship to this Randhust store who is now out of stock). No where on item's page on Homedepot.com does it say this is an online price only. The supervisors suggestion was to repurchase the item to pick up in another store, and after accepting the item in the store present them with the receipt from the original purchase and ask to return it. How ridiculous is that. If this is an online sale only they should have it labeled as such on their wesbite, and the fact that they state they will price match and price adjust but then not actually honor it feels deceptive business practices to me.Business Response
Date: 06/15/2023
June 15, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: *************************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, I attempted to contact ************************* via phone but was unsuccessful. As of today, we have not been able reach the customer and therefore, we have not been able to properly address their concerns.
If any additional assistance is needed, please advise the customer to contact ** at the number and extension below or via email. With that being said, we are in the process of addressing our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: 32896847Initial Complaint
Date:06/11/2023
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 May 23, 2023 I bought a pergola: order # ********* Not sure when it arrived because received no notification so item sat on front steps for possibly a few days. When attempting assembly on Friday June 2nd, it was evident that the components were damaged. It looks like whomever delivered it dropped it from height onto the concrete front steps causing large dents in the beams due to what I'd estimate is at least a 250lb package. I contacted Home Depot immediately and struggled to convey to them how I could not simply return this. It was excruciating. I had paid for delivery because of it's weight so the return would require a pick-up. I spent nearly half an hour trying to put it together then another half an hour on hold trying to sort out the problem. They assured me they had created a "retrieval" order, and that only when that executed could I then return again in person for my refund. Days go by. It rains. It rains again. I get back from the lake and the pergola is still there.I call AGAIN only to deal with someone who seemed annoyed with me, like I contacted her at home. She said she couldn't help but that she made a note for her supervisor who would be in momentarily. That was a week ago. That's not even the best part. The best part is I just got my statement, which felt a lot like abuse.From the 15 minute struggle with in-store staff when making the purchase to this insurmountable task of making contact with someone, anyone who knows what's going on over there, Home Depot has oozed fantastic incompetence and apathy at every step of the way. I shared this with some friends over the weekend, some of whom had similar tales and urged me to blast this on social media. I thought that in the spirit of goodwill and fair play that I would file this complaint first and seek guidance from your organization. Please note attached photos.****Business Response
Date: 06/21/2023
June 21, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: *********************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was supported by our frontline team with an exchange instore.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
**********************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 06/22/2023
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:06/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had carpet installed through their free installation program and they charged us more than the amount necessary,we told them, even the installer said we ordered way to much,he said he cut it differently because we had so much additional,our living room is exactly 12 feet wide the exact same width as it comes off the roll and their professionals that measured said it would still require a seem,it absolutely did not,but because the installer cut it differently because we had so much it only left a 9by7 remenent they said not enough to be bothered by,but it would have been much more if their installer cut it differently he was just trying to use it up,at almost 4$ a square foot that is ridiculous and it is basically to pay for the so called free installation.Business Response
Date: 06/20/2023
June 20, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
****************************************************************************
Re: *********************** /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Escalation team has reached out to ******************* and partnered with the Senior Installation team as well as the measure services team to address the customers complaint. After re-calculations of the measurements,it was determined that no excess carpet was the cause due to any mismeasurements as the materials ordered for the installation were correctly calculated. In conclusion these finding were shared with the customer and offered to answer any further questions which the customer did not request.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:06/10/2023
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 ADVERTISING FREE DELIVERY OF GAS GRILLS, WHEN i TRIED TO ORDER ONE, THEY WANTED $36 FOR A "SCHEDULED DELIVERY"...I JUST WANT THE FREE DELIVERY. I'M 71 YEARS OLD AND UNABLE TO WRESTLE THIS OFF THE ***** AND INTO MY BACK YARD. PLEASE HELP!!!Business Response
Date: 06/11/2023
June 11, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
******************************************************************************************** *****
RE: ******************************* /BBB Complaint#: 20170237
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their delivery fee 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 his delivery fee inquiry. The executive escalation team explained the if he did not meet the spend threshold he will not qualify for free delivery. ******************** was offered a gift card to assist with the delivery fee for his purchase. ******************** accepted the offer and was advise that he will receive via email. 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: 06/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************
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