Business Profile

Building Materials

The Home Depot

Headquarters

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 Complaint

The 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:06/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a dishwasher from Home Depot in the winter.-The item was delivered in March. The repairman only put one s**** to hold the dishwasher in the chamber and said it would be good enough. -A week and a half later, the dishwasher fell out of the chamber. I informed this to Home Depot, they said the proper people would be notified, so individuals came out to see the dishwasher. They claimed that one s**** would never hold the dishwasher, and that a bracket was needed for our kind of countertop. They said they would report to Home Depot what was needed, and delivery would be scheduled the next week.******** was supposed to be Wednesday. I was expecting them to arrive, when they called me shortly before and told me they had no part and were basically ill informed as to what to do. I called customer ********************** to complain, and they were going to charge me for the part. I was told I needed to pick up ************** Depot said I was rescheduled and they never came and I never received a notice. I took off work that day and it was a total waste of time. If Home Depot keeps records, you will see this.After other issues, they finally came and fixed it, but the repairman told me our counter would likely suffer from water damage, since the first installation left an empty hole on the side of the dishwasher, and suggested a new dishwasher would be our best bet, because our counter was essentially damaged from the first installation. He said he'd leave this in the notes when customer ********************** would follow up with us.Customer ********************** never followed up with our visit, and the plastic guard that fits on the bottom of the dishwasher fell off three days after installation.
Business Response
Date: 06/16/2023
June 16, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: *******************/BBB Complaint #********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has reached out to the customer to address his concerns. **************** dishwasher will be replaced and has been ordered with an estimated delivery date of June 17, 2023. A claim has been open with our third-party administrator ******** to address the damages done in the customers home. The team will provide the customer with his claim number and ******** will contact the customer directly to access and resolve his claim with him. The Home Depot does not consider this complaint resolved at this time and is seeking more time to satisfy the customers concerns and resolve his issues full.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32854504
Initial Complaint
Date:06/06/2023
Type:Service or Repair Issues
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 06/05/23 I bought an outdoor woven coffee table with a matching woven loveseat with cushion, in which I was excited about as this was my first outdoor set. I paid close to $200 for this set. The couch and table had yet to be uncovered, I didnt know you should open them in store before leaving. Once getting the item home and opening them, the couch has 3 broken woven pieces when you sit on it keeps pulling out, no way to be pulled back taunt, the bottom is rusted. Which lead me to pay more attention to the table that was already assembled missing a leg, a bolt, and the woven pieces are not even covering the steel frame, very disappointed in this as it was bought new and hadnt yet even been opened. I spent 2 hours on hold waiting to talk to a Home Depot employee after the fact and was told they could not help, I had to call the store. When I called the store no resolution was provided by the employee. I had to borrow a truck to get the furniture set home, the employee basically insulted me for not having a truck to return the items. I have multiple photos to provide. Eventually I got to talk to the supervisor in which I reached out photos of the damage in which I have yet to hear a resolution on. Upon talking to a friend and providing photos they encouraged me to reach out, as this item should not have even been offered, you should get a new product not some rusted out couch and wobbly table thats missing pieces. Very disappointed in this, and also really offended that I was called out for not owning a truck to return the item, I had only planned on getting it home since it was new I wasnt planning on having to return It! I have shopped with Home Depot on several other occasions but will definitely rethink returning after this.
Business Response
Date: 06/08/2023
June 8, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************

RE: ***************************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our ****************************.
The Home Depot is currently reviewing this case and has reached out to all parties involved. ******** has been contacted and she advised she is willing to keep the Patio set at a discounted price. I contacted the in-store leadership team and was advised we can reduce the item by $50.00. The customer accepted the offer.
For the inconvenience,the customer was provided a $50.00 electronic gift card from the Home Depot
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 customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: ***********************
**# ********
Customer Answer
Date: 06/08/2023

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:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a refrigerator online waited 9 days moved food and furniture etc for delivery when refrigerator arrived was the wrong one called customer ********************** after being put on hold numerous times for over an hour told it may be up to 4 days till I get it . This is order #WE20587535
Business Response
Date: 06/13/2023

June 13,2023

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 contacted HDERT (Home Delivery Executive Response Team) and was advised that they were able to secure delivery for 06/08/2023.
Mr. ********** requested 20% off plus the fee for the haul away service waived, and his request was granted.

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: 06/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:06/06/2023
Type:Service or Repair Issues
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 1/28/2022, I purchased a side-by-side from my local Home Depot in ***********, **. I paid a cash payment down and financed the remaining $8,000 on a Home Depot credit card with 24 months of no interest. I made a payment of $400 following the purchase. The next month I was notified that my minimum payment had not been made and was charged a late fee. I called and was told that even if I paid ahead that a min payment was required, so I paid the min payment and the late fee. I asked if I could set up a draft for $400 because I wanted to pay it off within the 24-month period. I was assisted and told it would be paid off in Dec. 2023. Earlier this year I realized that I was being charged with interest. I was told that it was set up with 6 months interest in error and it would be fixed. Now, 2 months later I am being told that it will not be fixed and there is nothing that can be done to fix the account, and I will have to pay the interest or be sent to collections. I have manager approval from the store, and they have also called Home Depot Credit Service to have this corrected. I am continually told they cannot adjust this because the system will not allow them to edit the original purchase, and they are stating there is no way to make an adjustment or correction to the account to make this right. I am being charged for 18 months of interest that I am contractual obligated not to have to pay, and credit services refuses to correct it.
Business Response
Date: 06/16/2023
June 16, 2023


Sent Via *********************************************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

RE: *********************/ BBB Case #********

Dear **************:

We acknowledge the receipt of the BBB Case #********

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.

********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (************), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by ********, ********************* will receive a response directly from them within 10 business days.

Please know that it is The Home Depots goal to satisfy all 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 do not hesitate to contact me if you have any questions.

Sincerely,

*************************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 32833530
Initial Complaint
Date:06/06/2023
Type:Product Issues
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.
The original order ********** was ordered in June 2022 and received on 10/04/22. When I received the blinds 4 of the blinds would not work correctly. I worked with ******* for over three hours, and we got two of the 4 blinds to work and was told they would have to replace two of the blinds as they could not be fixed over the phone.I received the next order on 12/26/23 order number ********** and the blinds were different, containing a charging cord instead of a battery pack. Called Levolor and Home Depot and they noted the blinds I had previously were discontinued and I would have to use the other option and they should work the same. I then put the new blinds on chargers and waited overnight for them to charge. One of the blinds charged and the other would not charge. I again called ******* and they noted we could go ahead and pair the one that charged and then take care of the other. We worked several hours trying to pair with the remote and I was finally told the blinds would not pair with the remote I had.I was told I would receive a new remote to use for the 1 new blind. So I would have 4 blinds in one room on one remote and 1 on a different remote. I was also told I could use the same remote for the other blind as well in the other room.I told the agent that was not an option. I did not think it made sense to have new blinds and two remotes in each room to make them work. After several more weeks and I did not receive a remote to even see if it would work, I tried to call again. Starting with The Home Depot, where I was referred to Levolor and still received no results. So, to summarize; I have 4 working blinds in one room and 1 that does not work and 2 working in another and 1 that does not work. I never received a new remote or a new blind to replace the one that would not charge.I asked if I could return all of the blinds for credit or all to be fitted for charging and was told absolutely not. Filed complaint.
Business Response
Date: 06/13/2023
June 13, 2023

Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

Re: ***********************/ BBB Case ID # ********

Dear **************,

We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their blinds.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. ******** regarding her blinds. In speaking with our customer, she has been sent a new remote that she will test with her current blinds. The Home Depot considers this matter in progress.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********

Customer Answer
Date: 06/13/2023

Complaint: 20149362

I am rejecting this response because:
I have not received the remote yet and the remote is not compatible with the old and new blinds therefore I will have to have two remote in each room. One will have a single remote for each blind in the room. Also I still have one blind that will not charge.
Sincerely,

*******************************
Business Response
Date: 06/21/2023
June 21, 2023

Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

Re: ***********************/ BBB Case ID # ********

Dear **************,

We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their blinds.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. ******** regarding her blinds. In speaking with our customer, we will be partnering with our blinds department on a possible reorder. The Home Depot considers this matter in progress.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********
Initial Complaint
Date:06/05/2023
Type:Service or Repair Issues
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.
To whom it may concern,I am writing today to file a formal complaint against The Home Depot. On 1/25/2023 I signed a home improvement agreement to have my kitchen remodeled. As of the time of writing this 6/5/2023 the project has yet to be completed.On three separate occasions they came to my home with the wrong color cabinets. The last time being on April 24,2023. I was told that I would be contacted the following day. I am still waiting for that call. When I call to get a status update for my order there is no answer nor do I get a call back from any of the numerous messages I have left.At this point I have paid over $2000 towards the cost of this and still have not received the agreed upon home improvement. I would simply like to have my kitchen finished and some type of discount due to all of the doctors appointments I have had to cancel and or reschedule awaiting for the contractors to arrive.I have been doing business with The Home Depot for years and must say that I am disappointed with the incompetence I am writing about here today.Best Regard,Cleosina DeCarrasco
Business Response
Date: 06/14/2023
June 14, 2023

Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************************/ BBB Compliant #********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent home improvement.
The Home Depot has reviewed this case and reached out to all parties involved. At this time, an order was placed with no ETA. ************************** asked that we contact her once we receive a delivery date.
If any additional assistance is needed,please advise the customer to contact the agent who reached out to them (***** @*************************).
With that being said, we will continue to monitor the progress of this matter until we reach a final resolution. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: 32827634
Customer Answer
Date: 06/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************************
Initial Complaint
Date:06/05/2023
Type:Service or Repair Issues
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 am writing this letter because I am disappointed with the service I received on Friday, June 2, 2023 while shopping for a hot water heater at Home Depot (Monroe). Home Depot advertises if you call or come before noon, you can get same day installation. I chose a hot water heater while speaking with ***** (employee). I was told to call the ***** number located in the department for same day service. I was connected to a plumbing company chosen by Home Depot. This company told me on the phone while I was in the store, that I could buy the hot water heater from them for the same price as Home Depot but the price would be better because they are tax exempt. They also told me other items they would provide for a total of $1300.00. I was never told while in the store that I may need a drip pan ($19.99), **** Pressure Reducing Valve ($132.09), Water Heater Connection Kit ($47.97). As a result, I was blindsided when the plumbing company applied pressure for me to buy these items with a huge up charge that had me paying $2008.00. This particular company charges ($95.00) for $19.99 drip pans, ($525.00) for $132.09 pressure reducing valve, and ($175.00) for the $47.97 Water Heater Connection Kit. All of these items listed are sold at Home Depot. I could have purchased these items while in the store. In addition, I never received any copies of the signed papers or itemized copies of items purchased and installed. I also dont have the promised warranty. I had to force the plumber to take my email so I can obtain my signed copies. I am considering sending a copy of this letter to the attorney general for investigation of the plumbing companies actions. It is my belief that this particular plumbing company takes advantage of certain people in vulnerable situations. I also believe that Home Depot is aware of these such actions as they benefit by having a $2008.00 purchase(s) on their credit card. I discussed this issue with the store manager.
Business Response
Date: 06/27/2023
June 27, 2023

Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

********************************* / BBB Compliant # ********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent home improvement.

The Home Depot has reviewed this case and reached out to all parties involved. We called and spoke with *************************** regarding order #H1774-150349. At this time, we offered the customer compensation, and she declined 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: 32827635

Customer Answer
Date: 07/02/2023

Complaint: 20148021

I am rejecting this response because:
I didn't get the itemized receipt requested. In addition, I refused to sign the settlement agreement. The monies offered was inadequate.

Sincerely,

***********************
Business Response
Date: 07/17/2023
July 17, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

********************************* / BBB Compliant # ********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent home improvement.
The Home Depot has reviewed this case and reached out to all parties involved. In doing so, ************** signed off on the Home Improvement Agreement. The installation was completed with no open service issues. Based on our findings, we must respectfully deny the customers requested compensation in the amount of $525.00

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Koier @ *************************).

With that being said, we have addressed the customers concerns and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********
Customer Answer
Date: 07/22/2023

Complaint: 20148021

I am rejecting this response because: Home Depot uses both deceptive and unfair business practices. Please see below.
July 11, 2023

RE:Case # ********

Dear **************:

I am sorry I missed your calls, as you are aware, at 69 years old I still work. I work for the **************** working with the disabled; therefore, I am unable to be on the phone long term. It is my belief that over a 3 week period, we have discussed a myriad of items with the exception of what was important. The reason I got in touch with the Better Business Bureau is because I believe Home Depot purposely misled,blindsided, and deceived me when purchasing a hot water heater on June 2, 2023. As you are aware, I paid to Home Depot $2008.00 for the hot water heater and installation costs. During the installation, I was overcharged and paid to Home Depot $525.00 for the **** Pressure Reducing Valve which actual cost was $132.09. In addition, I paid $175.00 to Home Depot for the Water Heater Connection Kit shut-off valve which actual costs $47.97. This costs up-charge falls under the category of "unfair trade practice".

The term "unfair trade practice" describes the use of deceptive, fraudulent, or unethical methods to gain business advantage or to cause injury to a consumer. Unfair trade practices are considered unlawful under the Consumer Protection Act. The purpose of the law is to ensure that consumers such as myself have the opportunity to make informed, rational decisions about the goods and services they purchase.

Unfair trade practices include false representation of a good or service,targeting vulnerable populations, false advertising, tied selling,false free prize or gift offers, false or deceptive pricing, and non-compliance with manufacturing standards. It is "my belief"my June 2, 2023 purchase of a hot water heater that Home Depot is guilty of most if not all of these deceptive practices. I was harmed financially. This transgression marred my perspective of Home Depot,permanently.

I no longer want to discuss or be recorded regarding this matter. I don't desire to be paid a $250.00 inconvenience fee. I want to be reimbursed for the items that I was overcharged (I was overcharged and paid to Home Depot $525.00 for the **** Pressure Reducing Valve which actual cost was $132.09. In addition, I paid $175.00 to Home Depot for the Water Heater Connection Kit shut-off valve which actual costs was $47.97.) Please take out the 7% taxes owed and reimburse the rest. Reimbursing me will be what is fair and just.

Thank you for your time and attention to this matter.

Cc: Better Business Bureau

Sincerely,

***********************
Initial Complaint
Date:06/05/2023
Type:Service or Repair Issues
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 June 1, 2023 I purchased $1765.05 worth of fencing materials from the Home Depot. In order to transport the materials from the Home Depot to my house, I rented their flat bed truck. The materials were staged and prepared for pick up via their will call service. On Friday, June 2, 2023 I picked up the materials from the Home Depot. In order to transport the materials from the Home Depot to my house, I rented their flat bed truck. The materials were staged and prepared for pick up via there will call service. Materials are palletized and they are impossible to inspect at the site where collected. On Friday, June 2, 2023 I picked up the materials in the morning and brought them to my house via several trips. This was quite the effort, but necessary in order to get them from point A to point B.On Saturday, June 3, 2023 my contractor arrived and attempted to install the fence based on the materials provided. Upon unpacking the materials, I found several of the panels purchased were considerably warped, damaged, and not usable. As a result, this took my contractor a lot of extra time disassembling pieces, substituting individual pickets from Home Depot which were quite a bit wider and thicker than the pickets that came on the pre-assembled panels. it took a great amount of time, heart, ache and frustration to complete a job. I am not happy with the final result, it has nothing to do with the quality of the installer but the materials used. I have attached several pictures and question the quality control. Why any employee would opt to to pick these panels and allow them to leave their site is inexcusable. At the end of the day, it cost me more money and time to use these materials than if a little bit of quality control have been conducted between the manufacturer and Home Depot and Home Depot and the customer.
Business Response
Date: 06/07/2023
June 7, 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 store experience.

At this time, **************** advised via email that he is partnering with the stores manager to work towards an appropriate resolution.
If any additional assistance is needed,please advise the customer to contact the agent who reached out to them (***** @*************************).
With that being said, we will continue to monitor the progress of this matter, until we reach a final resolution. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: 32827636
Initial Complaint
Date:06/05/2023
Type:Service or Repair Issues
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 a Home Depot store on April 19th and was approached by someone in the store telling me that he can send a water expert to my home and he can answer any question about the water supply in your home and if you agree you can be given a $20 Gift Card.Turns out when the man came to my home he came with a sales pitch for a filtration system that's $100 per month for the rest of my life. Based on the average life expectancy in ****** that is a $40,000 solution.To add insult to injury he was not equipped with all the props he needed for his sales pitch and i had to lend him some items from my kitchen which he failed to clean up after himself.Quite frankly if i knew this was a sales pitch i would have never agreed to this shenanigan nor if i was aware they are completely separate from Home Depot and are in fact a competitor to Home Depot.In conclusion the $20 TJ Maxx gift card was never given to me as promised. I have contacted Home Depot and they said I need to deal with that company. That company says the head office will get in touch with me and failed to do so.I would appreciate Home Depot making good on the obligation from their "partner".
Business Response
Date: 06/09/2023

June 9, 2023

Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
******************************************************************************************************;

RE:***********************/BBB Case # ********

Dear ***************,

We acknowledge the receipt of your BBB notice dated June 6, 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 advised;

Informed the customer ********************** cannot comply with a request to provide them with a gift card from another retailer, that they will need to address that matter with said service provider who made said offer. As a goodwill gesture the customer was offered a digital gift card in the amount of $25.00 for The Home Depot ******.

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:************
**:32827638
Initial Complaint
Date:06/05/2023
Type:Service or Repair Issues
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.
Last year we ordered through Home Depot a sliding glass ************* door to be installed. The installation date was 6/28/22. The frame of the screen door was bent at the lock area. I was advised by the crew installation manager/leader that he would order a ****************** would come back out to install it. As of today, (6/5/23) we still have not rec'd the replacement door. Also, on the day of the installation, the crew leader/manager left while the team stayed & continued to work on the install. I didn't realize I should have been watching them, that should be the crew leader/manager's job...but my home camera caught a crew member messing with our property. My husband had a punching bag in the back ******** have video footage of a crew member playing around/punching it, even straddling it @ one point. You are there to do a job, not play around w/a client's property. We waited a few wks to hear back on the replacement *************** I began to call for updates & have called SEVERAL times but all we are getting is the run around. We've been told at least 3-4 times that they've lost our screen *********** had to reorder. Every time I call, I'm told they don't have a delivery date. I've called the regional office & was told several times that ********* (supposed to be the regional manager?) would call me back & he never does. I've gotten to where I'm calling weekly & never get an update. At one point some *************** called and offered a gift card for the inconvenience. We never received the gift card. We have paid over $2,000 for this door and installation (and are still paying on it on the Home Depot Credit Card) and a year later we still don't have the replacement door we were promised. I'm very disappointed in the lack of communication and customer **********************. Especially since I've given HD thousands of dollars over the last 14 years. It didn't take a year for the initial order to arrive but it takes a year to get a replacement for something that arrived damaged?
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 door purchase/installation.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depot Executive Escalations contacted ************ via email on 6/6/2023 to request more details, as the information in the complaint yielded no results when searched in our system.Upon receipt of the additional information, the District Installation Manager contacted the customer and provided an ETA on their door reorder. As of 6/16/2023, the customer is aware that a reorder is on the way, and they have the direct contact information for Executive Escalations and the District Installation Manager should they have any questions/concerns.

With that said, we are addressing our customers concerns and will continue to assist ************ until the matter is 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 customerspatronage 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: ********

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