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
- 11,900 total complaints in the last 3 years.
- 3,462 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/07/2023
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 sent us a broken vanity -- we refused delivery and they told us we were refunded on May 15th -- we called yesterday and they told us we were never refunded and finally processed it yesterday. Then they charged us for a 2'nd one(replacement, event though they didn't refund us the first one). The second vanity was just left outside our house, w/o being signed for by us. When the plumber got here to install, the first part/base was installed and when he opened the second box(it had not been moved from where they left it outside the house yet) the marble was completely cracked and broken. We called Home Depot online and explained it all and they charged us again for a third vanity so they can now replace the countertop since we have already installed the base, and can't rip it out and return the entire second broken vanity. So...now we are still showing 3 charges for a vanity on our credit card and only a base of one vanity that has been sent to us that is not broken? They want us to bring the badly cracked heavy marble vanity to the store when the vendor sends the new complete vanity and then refund us for the second one. We have lost wages by staying home to recieve and install broken vanities on top of it all and may have to pay the plubmer extra for having to go back and forth and come back again. Home depot won't work with us to resolve the issues and refund us for the second charge, until the new vanity is here. They only refunded us for the first one when we caught that they had told us they would refund us but never did so.
Business Response
Date: 06/09/2023
June 9, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******,****** & Northeast *******
North Tower, Suite 900311
*******, ** 30303
RE: *************************** /BBB Complaint # ********
Dear ********** ********** behalf of The Home Depot,I apologize for any inconvenience our valued customer may have experienced regarding their online purchase.The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. On 6/7/2023,the Home Depot Online Executive Escalations team received the customers complaint and researched the corresponding orders. As of 6/8/2023, Home Depot contacted the customer to review the multiple orders, confirmed all refunds have been or are being completed, and offered a Home Depot gift card for the dissatisfaction with service. The customer accepted the gift card offer. Home Depot processed the most recent refund on 6/7/2023, so the customer should receive their ********************** within 5-7 business days, depending on their bank.
Should the customer require additional assistance with their online purchase/refund/gift card, please advise them to contact the online agent who assisted them, *******, @ **************************.
With that 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 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 other questions or concerns.
Sincerely,********************
Executive Escalations Representative
Office: ***********************
Reference Number: 32847600Initial Complaint
Date:06/06/2023
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 10, 2023 I ordered 2 smart door locks and 2 door handles from HomeDepot.com. The order number was WB45438394. The tracking number from ***** was ************. We received the shipment on 5/12/23. After opening the container we discovered that the 2 smart locks (valued at $677.62) were not included in the shipment. I immediately contacted HomeDepot.com by both telephone and online messaging. After lengthy conversations with both channels spanning multiple days a resolution was not reached and I was told that they could do nothing about the missing items. I had to re-order the missing items and pay again due to the shipping error on HomeDepot.com's part. After visiting the local Home Depot store in ************, ** in an attempt to get a resolution, still no resolution was reached. We returned all of the other items for a complete refund, but they would still not refund the missing smart locks. The only resolution I was given both online via phone and online chat was to file a dispute with our bank and that they would not make ** whole for their shipping error. Due to this fact we are out $677.62 since they would not give ** a refund for the missing smart locks that they did not ship.Business Response
Date: 06/14/2023
June 14, 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, the online resolutions team contacted the customer to further assist. Based on the specifics of the weight and the specifics of the order, the customer has been refunded.
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: ********Initial Complaint
Date:06/06/2023
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.
Since March 3rd Home Depot has pushed me around for a refund on exported items. I have shown legal documentation (bill of lading, receipt of shipment, etc) and Home Depot refuses to send my tax refund like they normally do. Home Depot claims I need a Business Tax ID when I don't even have a business set up in *****************, so how can I get a tax id? They have given me my tax refunds on other occasions but now I am wrongfully being pushed around. I am seeking my tax refund or I will file a lawsuit.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 our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their inconvenience. Additionally, weve partnered with our ************** to process the refund for the first order. However, we are still awaiting for the customer to send their Bill of Landing for the second order so that we can issue the second refund. Our team is committed to working with the customer until their concerns have been fully resolved. 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:06/06/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased my kitchen cabinets appliances and countertop and installation from the ** Design Center on 9/10/31 for over 30K dollars. Multiple issues have come up and the job is still not finished. The main issues at this point is that its been over 17 months and the job is still not complete. One cabinet is damaged and they have reordered it 6 or 7 times. Every time it is reordered it takes 6 or 7 weeks for the replacement to arrive. They finally realized it's the cabinet is out of square and not just the door. Something I had mentioned months prior to them realizing the issue. When they installed the second oven in the island they cracked the oven cabinet. There are cabinets on the back of the island and the doors will not open all the way because they rub on the countertop! Now they want to remove the damaged wall cabinet and cut down the island doors so they will open. There is wall tile around the cabinet and I don't know how they can replace it without damaging the tile. They don't keep me updated and I have had to follow up with them on multiple occasions. As of today there is still no ETA of when this nightmare will end,Business Response
Date: 06/16/2023
June 16, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** &Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *************************/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their kitchen project.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the complaint, the Home Depot Executive Escalations team partnered with our installation leadership,and per the Assistant Installation Manager, the final install appointments are scheduled for 6/16/2023 and 6/20/2023. The installation leaders communicated with the customer as recently as 6/8/2023, and the customer is aware/approves of the set schedule. In the meantime, should the customer have any other questions/concerns, they have direct contact information for the Assistant Installation Manager and Executive Escalations.
With that said, we are addressing our customers complaint and will continue to assist until this matter is resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
********************
Executive Escalations
Office:***********************
Reference Number: ********Customer Answer
Date: 06/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:06/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband and I bought a whirlpool fridge online from Home Depot on 4/29/23. Within two weeks the fridge stopped working properly. We contacted Home Depot who contacted Whirlpool who contacted a third party repair tech business call Platinum Service to come repair the fridge on 5/23/23. Home Depot did not collect any info such as the serial number so parts could be ordered. The ********************** tech could not make the repair and the necessary parts were back ordered for a month. Whirlpool put a rush on the parts order. I was notified today 6/6/23 that the part was in but the repair cant be done until 6/19/23. I tried to request a return or exchange through Home Depot and they said I had to go through Whirlpool. Whirlpool has said they have to come to repair the fridge three time before they will issue an exchange or return. Today when I spoke with Whirlpool they said that since I bought the fridge through Home Depot they should complete the return. After an hour + phone call with Home Depot and multiple customer ********************** agents trying their best to help me but being hamstringed by their companys policy I was routed to a supervisor who called my local Home Depot and asked them to let us return the fridge to them their since they are unable to complete an online return in their end. The Manager at my local Home Depot said he would not be able to complete the return due to policy. I have a family of five three kids and my husband and myself. Home Depot customer ********************** did give us a $280 gift card for a mini fridge but we cant keep living out of a mini fridge. I feel so taken advantage of and run over. I feel This is the worst customer ********************** experience Ive ever had. I feel like the people that work for Home Depot want so badly to help but they arent able because of their companys terrible policies. I just want a working fridge. I dont feel like it should be this complicated.Business Response
Date: 06/21/2023
June 21, 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 online shopping experience.
The Home Depot has reviewed this case and reached out to all parties involved. We called and spoke with ************************* regarding order #WE18853181. At this time, she confirmed the service for the repair was completed. The appliance is functioning with no issues or open service request.
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: 32842067Customer Answer
Date: 06/22/2023
Complaint: 20152401
I am rejecting this response because: Home Depot basically said their hands are tied and there is nothing they can do. I feel as though after we bought the appliance they washed their hands of us. No one cares about the stress this put on my family and how difficult dealing with this situation has been. Home Depot doesn't care about their customers. Their policy is horrible and needs revised. I feel as though they made their money so what does it matter to them the appliance is broke and there wasn't a replacement part for a month.
Sincerely,
*********************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 recent online shopping experience.
The Home Depot has reviewed this case and reached out to all parties involved. We called and spoke with ************************* regarding order #WE18853181. At this time, she confirmed the service for the repair was completed. The appliance is functioning with no issues or open service request. We also asked the customer to consider purchasing ********************** Extended Protection Plan for future service needs, offered compensation, and she accepted the offer.
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:06/06/2023
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 purchased a Swiss Madison ******* toilet from Home Depot on May 31, 2023 in the amount of $324.73 and added installation services for an additional $239.00 which will be undertaken through one of Home Depot's contracted installers. In confirming the installation with the installer (Delta Mechancial) we reached out to confirm the schedule and that the work would include haul-away. The installer said that haul away would be an extra cost as it was not included in their installation fee. However according to Home Depot's terms of purchase installation it clearly states that the work includes haul away plus warranty (see HD website attached). We then contacted Home Depot to resolve the discrepancy and after several hours on the phone with Home Depot different agents plus Delta no resolution could be reached other than we would have to pay the extra charges and then get reimbursed. As a long-time Home Depot customer we are disappointed that this has been such a hassle, headache, and time consuming on such a simple matter that they should have resolved with their supplier. That should not be our problem to sort out. It is particularly frustrating because on Home Depot's web site it is very clear what they are obligated to do. It shouldn't be the customers responsibility to sort out their supplier relationships. If they cannot live up to their promise they should change their advertised promises. Given the problems we have had we feel we deserve a credit for the time, stress and expense to solve this problem.Business Response
Date: 06/21/2023
June 21, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************;
RE:*************************/BBB Case # #********
Dear ***************,
We acknowledge the receipt of your BBB notice dated June 8, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions Team provided:
Action(s)Taken
06/14/2023
No further action needed; case closed.
We issued our customer a gift card, no further action needed.
We offered our customer a gift card for the inconvenience, and they approved it.
We spoke to our customer and their haul away and install were successful.
With that being said, The Home Depot considers the matter closed in our office.
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 contact me if you have any questions.
Sincerely,
******************
Executive Escalations
Phone:***********************
Fax:************
**:32944759Initial Complaint
Date:06/06/2023
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 5-6-2023 I opened an account with Home ********************** located @********************************************************************** and placed an order for some flooring, the invoice stated order would arrive at Home depot on 5-16-2023.The Flooring Specialist, ********************* assured me that yes, the vendor had it in stock but would take about 2 weeks to get here.On 5-18-2023 I received a text from Home depot that there was a new arrival date of 5-19-2023. 5-21-2023 5-21-2023 @ 10:11 am Ms. * told me to call back the next day. 5-23-2023@ 4:42 pm the lady ( didn't give name ) said she would try to call vendor tomorrow, since vendor was closed. 5-26-2023@2:07 pm Ms. * picked up and put me on hold- 7 minutes later the call dropped. called back @ 2:15 pm and ************ said per **************** notes ****** said will be shipped next week. 5-30-2023@ 8:05 am, text from Home depot with new arrival of 5-31-2023. 6-1-2023@9:21 am called and automated service did not have an option of speaking to someone, re-called @ 9:24 am and a gentleman picked up, I asked to whom I was speaking to and the reply was "service desk". I explained the nature of my call to which he said that he didn't see the order on file but that it could possibly be in the back and he would leave a note for someone to call me when it was located, so I could go pick it up. 6-2-2023@1:15 am I called to find out the status of my order since no one called me and Ms. * said vendor had as of yet not shipped the order, placed me on hold to speak to vendor who informed her that it would be shipped on Monday, 6-5 2023and to call her on Tuesday, 6-6-2023 so I can pick order up. 6-3-2023@ 8:04 am, text from Home depot with new *TA of 6-2- 2023. 6-6-2023@ 8:05 am, new text from Home depot of *TA 6-30-2023.The funny part is that I received my bill statement, for a product I do not have.Business Response
Date: 06/08/2023
June 8, 2023
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & 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 regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their inconvenience. Unfortunately, the flooring at this time is not in stock and wont be available until the end of the month. As a result of this inconvenience the customer decided to cancel the order and place it with another supplier. 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 customerspatronage 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:06/06/2023
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 paid $149.99! For a diagram/ measurements of my kitchen. Home Depot has provided this service previously when I purchased my kitchen at Apt 3. The Kitchen designer ******* refuses to give me my diagram, I had express to her my success previously and how I was expecting the same type of service. I want my $149.99 back, anybody can take those types of measurements. I know how to take measurements. This is an insult to my intelligence. I also want my diagram for the waste of time my family and I had to endure. Its been more than two weeks without a kitchen put pictures of cabinets and drafts that dont make sense without diagram. The repress ******* advised that $149.99 will be taken off installation if I get their installer but I specifically advised her and came to an agreement that I will also receive a diagram as I did b4 on my previous project, that was my whole purpose on moving forward with the $149.99Business Response
Date: 06/12/2023
June 12, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
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. Our store partners have spoken with Mrs. ******** and explained that refund will not be given, as the service she is requesting a refund for was provided. Customer has also been made aware that measurements are not given until project is paid off on, but store is willing to provide customer with measurements from 2020. Customer is understanding that Home ********************** will not be liable if she decides to use measurements for outside contractors.
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: ********Initial Complaint
Date:06/06/2023
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 the ******* Bespoke 24 Inch White ***** from HomeDepot.com for $1168 on Feb 3rd, 2023. The unit comes with 1-year manufacturer warranty. Once delivered, I sent over three technicians to install and get the team working, but all failed. It was said that there was something wrong with the unit. I called ******* then; they sent over five technicians to see what was wrong with the team. 4 of them said that it was either parts or something that was not working right. The 5th technician said there is a dent due to shipping or installation, so it's out of the warranty. I have to call Home Depot to return it. Home Depot said I couldn't return it if it's out of the 48 hrs window. They said to go back to ******* and have it replaced. ******* nor Home Depot refused to do anything about this. The same company that services ******* dishwashers wants me to pay $163 in part fees and $200 in labor fees to fix the dishwasher that never worked.Business Response
Date: 06/13/2023
June 13,2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 confirmed ******* reviewed the order and based on the details provided, they were able to accommodate the request for a replacement. Mr. ** was contacted, and he confirm the new dishwasher was delivered and installed.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number ********Initial Complaint
Date:06/06/2023
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.
Hello:I Placed an order#: WP68508621 on May 29, 2023.I ordered the below items:32 oz. All Floor Restorer and Protectant ************* Multi-Surface Microfiber Mop with Sprayer and Duster It was stated that the order was delivered. I have not received it. I moved into my new home on June 1st and need this. Everything should have been delivered to:***************** ****************************************************************************************************** My wife just got out of the hospital and you have not been very gracious to me. I have shopped at Home Depot for many decades. Im old and retired and for you to treat me like I am not a valued ******** is beyond **** called customer ********************** and was on the phone for almost 30 minutes, constantly being told it will be a few moments to speak with this team and that team and logistics. The ********************* says that once the order has been delivered it is out of your hands and I am out of luck. Nothing was resolved. I want my full refund for something that I paid for and not received. Why should I have to go through a hassle to get what I ordered or my refund and to be spoken to like my money is not good enough for Home Depot? Very disappointed in your service here in *******!Why would I want to continue to give my business to a company with this type of abysmal support and care?Please provide me with a full refund asap!Over and Out,Veteran *****Business Response
Date: 06/13/2023
June 13,2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 contacted the apartment complex office and they confirmed it is standard procedure for deliveries to be left in the leasing office or mail room. Tenants have the option to have a lock box for deliveries and are provided a code for the box.
Our team tried to contact **************** by phone and email and was unable to communicate with him.
A refund was provided back to his **** card, and he was informed by email.
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 ********
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