Complaints

This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Home Depot

  2455 Paces Ferry Rd SE # B # 3 Atlanta, GA 30339-1834

  
• 

  The Home Depot

  PO Box 9058 Gray, TN 37615-9058

• 

  The Home Depot

  390 Shawville Blvd. SW Calgary, AB T2Y 3S4

• 

  The Home Depot

  343 - 36 Street NE Calgary, AB T2A 7R4

• 

  The Home Depot

  #100, 388 Country Hills Blvd Calgary, AB T3K 5J6

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:06/05/2023

  Type:Delivery 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 lawnmower order#wp68958686 it's saying delivered no lawn mower. I'm attaching video of delivery time 3 39pm. They argued with me regarding this I want a refund I'll go somewhere else

  

  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 online order.
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team contacted the customer on 6/6/2023 and partnered with the local store to investigate the customers order/delivery. Home Depot provided proof of delivery to the customer via email, recommended that the customer file a police report for the stolen package, and issued a gift card to cover a reorder as a one-time courtesy. The customer accepted this resolution.
  
  Should the customer have any additional questions/concerns, please recommend that they contact the online agent who assisted them, ****** @*************************.
  
  With that said, Home Depot has addressed the customers complaint and considers the matter 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: 32826210
  

• 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 made a dispute with Home Depot for a charge that I didnt recognize. This was the end of august 2022. The charge was for $1017. Home Depot gave me a temporary credit while they investigated the charges. One month later (September) they reversed the temporary credit and charged my account $2035. They double charged my card the original $1017 and an additional $1017. I called and asked for receipts and proof of purchase for the disputed amount. ******** care was not able to provide receipts or an explanation of the charges. I was told I would receive an email in regards to the charges while they investigated. I proceeded to wait for contact and received none. So in October and November I spoke with Home Depot customer care and didnt get proof of purchase or receipts or an explanation. Come December I made a return of $400 of materials I didnt get credit for this return. This return was suppose to be credited to the Home Depot credit card. In April I finally spoke with a care rep that was able to provide receipt numbers and items for the charges on the account. The receipts and item lost clarified the charges for me. I then reached out to have the interest and late fees removed as I didnt make a payment because there was $2000 of un recognized charges and a missing $400. A rep apologized for the issue and told me they understood why I didnt pay and could see I never missed a payment prior to the issues. I am reaching out because my credit score has deteriorated from 744 to ****. I have $400 in missing credit and Ive accumulated over $1000 in late fees and interest. I want to pay my actual balance and clear this account. Home ********************** recognizes that they didnt provide receipts or proof of purchase for almost 8/9 months and is not willing to removed the extra $1017 charge or late fees or interest. Im astounded at their extremely late explanation of the charges and need assistance clearing this up.

  

  Business Response

  Date: 06/06/2023

  June 6th, 2023
  
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta,****** & Northeast *******
  ************************************************************************************************
  
  RE: ******************* / BBB complaint # ********
  
  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.
  
  Citibank (************), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (************), NA, accordingly. At the conclusion of the review and investigation by ********, ************************* will receive a response directly from them.
  
  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: ********

• Initial Complaint

  Date:06/05/2023

  Type:Delivery 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 washer from home depot. The delivery date was supposed to be 6/2, they had to reschedule. Today I was home all morning, they called at 12:38 unfortunately I did not hear the phone as I was getting ready. I called to reschedule and they are giving me the run around. They claim they cannot give me another delivery date now. I had a similar experience with them in the past and it took weeks to get the product. I need a reschedule of the delivery.

  

  Business Response

  Date: 07/03/2023

  June 6, 2023

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

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

  Dear **************:We acknowledge the receipt of the BBB Case #: ******** .

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

  The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who rescheduled the customer for tomorrow, June 7th. Our Online Team will confirm the delivery was completed accordingly. With that being said, The Home Depot considers this matter 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 should you have any additional questions or concerns.

  Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations

  P: *********************** F: ************ Case #: 32830744

• 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 BOUGHT A ELECTRONIC DEAD BOLT FOR MY DOOR FROM HOME DEPOT. IT WAS ON CLEARANCE, IT WAS A DEFIANT BRAND , AND IT HAS A LIFE WARANTEE ON IT. NOW I AM HAVING A PROBLEM WITH IT. IT STOPPED WORKING I CHANGED THE BATTERIES BUT I GET A RED LIGHT ON THE ***** PANEL. I CLEANED THE BATTERY CONNECTORS, BUT IT STILL IS NOT WORKING. CHECKED WITHT THE HOME DEPOT AND I WAS TOLD THAT NOTHING CAN BE DONE ABOUT IT AS I DID NOT HAVE THE RECEIPT OF THAT PURCHASE. THE DEAD BOLT HOT LINE ASKED ME TO REQUEST HOME DEPOT TO REPLACE IT AS IT HAS A LIFE WARANTEE ON IT. BUT HOME DEPOT REFUSED IT. THIS PRODUCT IS MADE BY HOME DEPOT AND HAS A LIFE WARANTEE ON IT.PLEASE HELP

  

  Business Response

  Date: 06/06/2023

  June 6, 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 contacted the customer to address his concerns. We apologized to **************** for his inconvenience and have provided him compensation for the defective item. No further action is needed.

  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.  
  
  Sincerely,  
  
  Sha-***********************
  The Home Depot ************** Executive Escalations Team 
  P: ******************** 
  F: ************ 
  Case: 32825663

• 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.

  I purchased a $100.00 **** card June 4th 2023 which was never activated I called the number they said take it back to the original purchaser which I did gave them the receipt the card and they called the number and was told as well it wasnt activated and Home Depot was to either return or replace the card manager **** was called to the front by two employees to help and was the most ignorant person I have ever dealt with at Home Depot and basically told me to bad nothing he can do Im sorry this is $100.00 and they had all the proof that it was never activated I would like my card either loaded or refunded which is what I asked for he told me to come back another day and try again who sends customers away like that and talks to them like jerks when Home Depot is in the wrong

  

  Business Response

  Date: 06/13/2023

  June 13, 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 Assistant Store Manager reached out to the customer to address her concerns. The store apologized to ****************** for her inconvenience and compensated the customer for invalid gift card. No further action is needed.

  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.  
  
  Sincerely,  
  
  Sha-***********************
  The Home Depot ************** Executive Escalations Team 
  P: ******************** 
  F: ************ 
  Case: 32825718

  Customer Answer

  Date: 06/13/2023

   
  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.

  On May 27th approx. around noon time, My wife and I purchased a refrigerator from Home Depot.Order #H4034-208537. Via a store credit card for the amount of $1,098.00. The sales associate stated via the contract as well that the appliance would be delivered to the store on 2 June 2023. and that a phone call from the store to ** "the buyer" would be made to make deliver and pick up at my house scheduling. At approx 3pm on 2 June 2023, after conferring with my wife who was at work that Home Depot had not contacted her, I called the store. I spoke with the store manager who stated at the time, The appliance is in *******. (2 hr drive from my house, 1 hr and 45 min from the *********** store) reason was Memorial Holiday. Home depot knows that holiday falls every year on the same day and I still had a contract saying 2 June. Monday 5 June 1st phone call, on hold for 15min. I ask for the store manager, transferred 3 separate times before being told she's on another phone call. 2nd phone call 30min later, I'm transferred to **********, I relay the problem she says she will call me back in 10 min. Over an hour later she tells me hey you refrigerator is finally here in *********** unfortunately I can't deliver until 9 June. This... this is what Home Depot prides itself on, substandard work performance and ethics and the customer having a signed contract suffers because Home Depot simply doesn't care. I'm a retired military veteran, disabled, I suffer social anxiety from stress and this c*** is unhealthy for me, and I'm paying for it. I get excuse after excuse after excuse. Poor work performance, low to no standard to strive for excellence and no one working for Home Depot cares about. Its just make a dollar and move on to the next. I'm tired of excuses. I don't want to hear, "Third party delivery issues," I can't do this, or I can't do that. BS. Multi million dollar company can do anything.

  

  Business Response

  Date: 06/09/2023

  06/09/2023 
  
  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 refrigerator. Our online team attempted to contact the customer several time via email and telephone but couldnt speak with the customer. The team was able to verify that the new unit was delivered on 06/09/2023 at 11:36am via XPO Logistics.
  
  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: ********

• 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.

  We ordered a $958 ** Dishwasher from Home Depot in May and weeks later we still do not have it installed, despite four different visits from contractors employed by Home Depot. Each visit has consisted of them finding a reason for being unable to install. We were promised free delivery and installation and we find Home Depot to be in breach of contract for failing to fulfill an installation of the purchased dishwasher.Below is a link to the most recent visit, today, 6/5/2023, and their installers claim that they are unable to install because of the location of the unit. When I contacted Home Depot after they left I was told that the installers were just "young and didn't know". Since we have had four different visits, without any success, we are looking to obtain a refund of $150, if the scheduled install this Wednesday, 6/7/2023, once again does not complete.AUDIO OF RECENT VISIT TODAY AND THE CONTRACTOR'S REFUSAL TO INSTALL:******************************

  

  Business Response

  Date: 06/07/2023

  June 7, 2023
  
  Attn: ***********************
  Customer Experience Specialist 
  ********************** 
  Serving Metro Atlanta, ****** & Northeast *******  
  *********************************************;
  North Tower, Suite 900 
  *******, ** 30303 
   
  RE: ***************************/ BBB Complaint # ********
  
  Dear **************,
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their purchase with our company.
  The customer has notified our online team that install took place today and everything is working properly. Our online team has processed a discount on the customers order and a refund confirmation has been sent to the customer. 
   
  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 Representative
  Office: ***********************
  Reference Number: 32825694
  
  

• 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.

  Good Day I purchase a dishwasher from Home Depot a month ago an they attempted to deliver the dishwasher four time the first time the deliver team didnt have there tools the second time the brand new dishwasher was missing pieces the third time The ****** washer wouldnt come on when they did a test an the forth time no one never showed up I called the store several times to fix this an no one has fixed the problem the delivery people came to my home smelling like marijuana I would like to speak to someone currently this

  

  Business Response

  Date: 06/13/2023

  June 13, 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 with regarding their purchase with our company. 
  
  The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. The Home Depot Online Team partnered with our Delivery Team to set up delivery and install, which was completed on 6/10/2023. We attempted to reach the customer via email and phone to follow up and offer a Gift Card for the inconvenience. Unfortunately, we have not be able to get in touch with the customer to provide the gift card. 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:************
  ** 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.

  On Friday, May 19, 2023 I visited this Home Depot location to shop for a riding lawn mower. We found exactly what we were looking for and discussed it with an employee. He informed us that they only had the floor models and if we wanted a new one, we would need to order online. I came home to place the online order as I did not want a floor model which had been played on by countless unattended children, considering the electronics and joystick controls. When I logged on, I was told it was available for delivery tomorrow (May 20), so I proceeded with the order. When I got to the checkout screen, I was simply given a choice of deliver on Thursday, May 25 or Friday, May 26. Since I was off that Friday and was planning on using it, I selected Thursday. On that Thursday, they delivered the exact floor model and I had seen at the store. I could identify the mars and wear from the one I had looked at. I then spent an hour on the phone trying to get it replaced. They told me they would pick it up, Thursday June 1st between 6:30 a.m. and 7:00 p.m. At 7:15 when I got home from work, it was still in the driveway and I then spent another hour on the phone trying to get it picked up. On Wednesday, I had called to see if the replacement was being brought when the original was being picked up and told there was no replacement in the system. So, after another hour on the phone, I got a new one "from the warehouse" scheduled for delivery on June 6. Now, after two more hours on various phone calls, I am being told the best they can do is pick up on June 5. It is about 24 miles to my house from the warehouse, ******************************************** this is the best they can do. It isn't that they can't solve the problem it is that the solution doesn't exist within their corporate guidelines and no one seems to care beyond that. I will have lost use of one garage bay for three weeks and several hours of my time trying to get them to deliver what they advertised.

  

  Business Response

  Date: 06/09/2023

  6/9/2023
  
  Sent Via Email
  
  
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ***************************************************************************************** 30303
  
  RE: ******************************* /BBB Complaint # ********
  
  Dear **************,
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company. 
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive assigned to our customers case was able to work with the local Home Depot to issue our customers refund. The team was able to provide and send the refund receipt to the customer, he also received an additional $300 off the order for his inconvenience.
  
  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: 06/12/2023

   
  Complaint: 20135034
  
  I am rejecting this response because despite how nice they want to make it sound that they have given me $300 for my time and inconvenience, that is either a mathematical error or an outright lie.  When originally purchased, the lawnmower in question was on sale for $4,999 with a free string trimmer and blower combo kit.  Par for the course in this situation, The Home Depot simply did not include the combo kit when they delivered the floor model mower.  They also ignored the fact that I wanted a replacement with a new mower.  So, after a week of waiting and hearing nothing from them over the pick up of the floor model, I called.  At that point, I was told there was no replacement scheduled for delivery, only a pickup.  The customer rep I dealt with scheduled a new mower from a warehouse to be delivered.  When questioned about the combo kit, I was informed I had never selected it during checkout originally but they would try to help.  Considering the checkout screen had a select your free fit button, with only one selection (the combo kit), I do remember selecting it, but that went about as smoothly as the remainder of this transaction.  After about an hour on this call, as well as an average of an hour on each of the other calls, I was told since they couldn't give away free merchandise, they had discounted the purchase price of the mower and the combo kit to make the transaction work out.  As I explained to her, I don't care about their internal accounting practices as long as it comes out as advertised.  When I received a copy of the credit receipt from the store, it was for $4,637.50 returned to my card, dated 6/8/23 but has still not posted.  However, when the replacement mower posted to my credit card, it was for $4,886.44 -- $248.94 more than the original order.  When questioned, I was told they would simply reduce the charge by $300 to help offset my time and trouble.  I am sorry, but for almost five hours of my life dealing with the incompetence, uncaring and frustration of you company being unwilling/unable to fulfill a simple online order, $51.06 is an insult at best.  If needed, I will spend my time to build a spreadsheet you can understand to see the course of the transactions that have occurred in an attempt to do something that should be very simple -- buy a product from a retailer.  I wholeheartedly reject this offer as either another attempt to con a customer into believing they are attempting to do something to assist, or another display of complete and total incompetence.  An offer of $300 for five hours of time, loss of use of 1/3 of my garage for three weeks, it pitiful at best.  But, then to try and disguise it with incorrect ********, is despicable.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/21/2023

  6/21/2023
  
  Sent Via Email
  
  
  Attn: ***********************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  ***************************************************************************************** 30303
  
  RE: ******************************* /BBB Complaint # ********
  
  Dear **************,
  
  On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company. 
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive assigned to our customers case was able to reach back out to review compensation for order. Our customer was offered a refund in the amount of $485.56 as well as a $300 gift card. Our customer accepted the offer to resolve the matter.
  
  With that being said, the Home Depot considers this matter resolved.  
  
  Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
  
  Sincerely,
  
  
  **************
  Executive Escalations
  Phone: ***********************
  Reference Number:  ********

  Customer Answer

  Date: 06/25/2023

   
  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.  If store level personnel were half as responsive and willing to understand as ***** has been, they would not receive these complaints.
  
  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 purchased three air-conditioning filters on May 24th. One of the filters was packaged as a 16X25. I did not notice that on the filter it was marked 16X20 until I went to install it. I went back to the store later that day. I was basically called a liar by associate ****** who said that the product did not match the receipt. I mean look at the tape from that day.

  

  Business Response

  Date: 06/07/2023

  June 7, 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. The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.Upon review, the customer has been contacted by the store manager and had his refund processed. The store manager informed ** that any additional assistance would be handled solely from the store manager herself.
  
  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: ********