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.
- 3,474 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:06/04/2023
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 am a recent widow my husband just recently passed away. I am a senior with limited income I tried to go through Credit Counseling so I can make manageable payments to Home Depot. Home Depot denied my request. Since the passing of my husband I am unable to pay the high amount Home Depot wants me to pay. I need help to reduce the amount I have to pay monthly.
Business Response
Date: 06/05/2023
June 5, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** *****
RE: ***************************** / BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (************), NA is the financial organization managing all Home H323839*****530373836H credit accounts. As a result, we have forwarded the complaint to Citibank (************), NA, and are working with them directly. At the conclusion of the review and investigation by Citibank, our customer will receive a response directly from them within 10 business days.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
*************************
The Home Depot
Executive Escalations
Phone: ************** Ext. 85774
Fax: **************
Case: 32805969/32811612Customer Answer
Date: 06/05/2023
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:06/04/2023
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 placed an order on Homedepot.com for some items I needed to pick up later that day. I placed the order online and received an order number. After several hours and after not hearing anything back I checked my order status online and noticed that there was no status update available. There was a banner on the top of the page which stated that there was no order status available due to a technical issue on their end. I called the store they said they couldn't see the order number that I was providing in the system. I then called the toll free number and they said the same thing, we also chatted with them online. They were dismissive and short with me, telling me to check back the next day. I explained that I needed the order for a job the next day. They didn't care at all and wouldn't process the order manually. They offered no help and told me to go to the store and purchase the stuff myself then request a refund if I was double charged once the tech team fixed the issue. At first they wouldn't even admit to a tech issue until I sent them screenshots. Then they responded claiming that they were looking into it. They offered no help at all.Business Response
Date: 06/08/2023
June 8, 2023
Attn: ***********************,Trade Practice Specialist
Better Business Bureau Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** *****
*****************************/BBB Case #********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding her online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. ***************** was contacted by Home H323839*****530373836H Online Executive Escalations by phone for complaint follow up. **************** accepted the call and informed that he is the point of contact for the complaint. The order mentioned in the complaint was his. Store order number associated with the complaint filed was requested. Order WP69067143 was received and reviewed with the customer on the phone line. We explained to **************** that upon review of the order we verified the information previously relayed to ***************** by Online Customer Support regarding the order placed not transmitting properly for processing due to unforeseen system/website glitch. An apology was extended to the customer on behalf of ********************** for the inconvenience suffered. **************** was made aware that the items must be reordered. We further explained the order was not billed since it was not processed. **************** acknowledged understanding of the explanations given for the reported matter and stated understanding that the order situation encountered was unforeseen by Home H323839*****530373836H. **************** was encouraged to contact Home H323839*****530373836H Online Executive Escalations if further aid is needed.
With that 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 customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
***************************
The Home Depot - *************
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:06/04/2023
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.
As a long time loyal Home Depot customer I am very disappointed at the lack of a contact when one of their "only available at Home Depot" suppliers (Ryobi) is not handling warranty repairs properly. Currently awaiting my Ryobi 40V HP Brushless 21" cordless walk behind self propelled lawn mower purchased in February 2022 and has been at the Ryobi service center for almost 90 days. Less than a year after purchase the self propelled feature quit working. I understand they are a supplier but I am soured on the horrible Ryobi customer ********************** and am souring on Home Depot as well. It is time for Ryobi to make this right and Home Depot to hold them accountable.Business Response
Date: 06/12/2023
June 12, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************
RE: ***************************/ BBB Complaint#: 20142248
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20142248
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to a shopping experience with our company.
The Home Depot is in the process of reviewing this case. In an effort to provide the proper resolution, we respectfully request additional time to research this case. We are currently waiting for confirmation from our business partners regarding next steps to resolve our customers complaint concerns. Once a decision is reached by our business partners, we will provide an update on resolution. Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.
With that being said, we are still in the process of addressing our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******************
Executive Escalations
Phone: ***********************
Case: ********Initial Complaint
Date:06/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order WB46378284 Order WB46378284 Dear HD,We have purchase a bath vanity from your company. It arrived with a blemished (granite) counter top. We reached out to you via Face Book, explaining what was delivered to us.We were told we had three options.1) New top to be arranged. However HD told us they would not know if that would be possible for another 48 hours.2) Some amount of a discount but not told to us upfront.3) We could return the unit and receive another in its place.We asked if there might be an escutcheon or deck plate that would solve the problem. Interestingly enough one of your reps said they would look into this idea. We never heard back on that idea.Secondly we said we want to get the top replaced. After more than 48 hours we again asked "what was going on with our purchase". We were now told it would be to expensive to have a top shipped from ******* to replace our damaged top.We then asked what the discount would be. We were told $75.00, we were not interested in that amount. We did counter with an amount of $250.00. We came to that number by visiting a local granite counter top website that informed us their pricing was $0-$60 per square foot. Our counter top is approximately 8 square feet.Lastly, we said please send a new one and pick up the blemished one as soon as possible. We are now being told that HD will not start the return process until we purchase an additional unit first!What is with that logic!I/ we have been very loyal customers of HD for over 30 years. Never had any issues and if we did they were minor and resolved on the spot, thank you.We purchased this unit with the delivery date of May 26. The unit never arrived until May 30. I had removed our preexisting vanity the morning of May 26th. You may realize the shock of not being notified by HD of the delayed delivery date. NOTHING, no email, voicemail or phone call informing us of this delay. I greatly appreciate this customer **********************, thank you NOT!So we have now been with out an operating vanity in our bathroom for 9 days and still not resolution to this issue. As you can read above and on your Face Book customer ********************** site under the title of our order number of WB46378284 the problems we have had.We would have taken an escutcheon (you could have made on for all I cared) we would have taken the top being replaced and finally we want the unit replaced.To be quite forward we have tried everyway to compromise. We are getting no where. We are tired of not having a working vanity and I'm sure you would understand that too, especially after 9 days with no end insight.I am sending this to you for hopefully a manager to get involved with. I cannot go on like this any longer.If there is to be no closure on this I will be forced to write this letter to the BBB and others as necessary. I am not looking for that to happen.We want a vanity top that we purchased in good faith and wanted it 9 days ago.Thank you for reading.Regards,*************************** and *************** ************ ************ PS. HD wants us to lay out an additional $640.00 in order to have this exchanged for a vanity in new condition. We have repeatedly requested them bring one at the time of exchange. There is no reason we should pay for two of these units when we do not have one that is good.Business Response
Date: 06/12/2023
June 12, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: *************************** / BBB CASE#: 20141874
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20141874
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We offered to replace the item which has been shipped with a current ETA of 6/14/2023.
With that said, we have addressed the customers concern 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: 32809879Customer Answer
Date: 06/16/2023
Complaint: 20141874
I am rejecting this response because: Although I believe they are trying to send me a new unblemished counter top it has not arrived. It was scheduled to arrive on June 14. Not here yet and no tracking information to verify.
Sincerely,
***************************Business Response
Date: 06/26/2023
June 26, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: *************************** / BBB CASE#: 20141874
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20141874
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. **************** confirmed the new top was delivered on 6/22/23.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 06/27/2023
Better Business Bureau:I certainly acknowledge that the new top has been delivered (per me wife). I am out of the country for another 10 days. I will not be able to inspect the delivered countertops until July 7, 2023. If there are any issues (I hope not) I will be in touch with the BBB at that time. Thank you all for your help in this matter.
regards,
***************************
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:06/04/2023
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 accepted delivery of a washer and dryer on 6/3/2024. The washer was installed incorrectly. The hot and cold water lines were flipped. Consequently, I had ruined laundry. The laundry should have been washed in cold water. The laundry itself was so blazing hot, I couldn't touch it for 30 minutes. As I mentioned, several delicate items were ruined and had to be thrown away. When I called to have the problem resolved, I was told no one was available until 6/7/2023. Obviously, I am stuck because I have no options except waiting. They took payment but I can't use the items I paid for because of their shoddy installation. There should have been someone sent to my house on 6/4/2023 or by Monday, 6/5/2023, at the latest. This is their fault. I can't use my appliance and clothes were ruined. Waiting 4 days for what would be at most a 30 minute repair is unacceptable. This correction should have been a priority. This was an incorrect installation and I should not have been made to wait 4 days for a correction.Business Response
Date: 06/08/2023
June 8, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: ********************* / BBB CASE#: 20141712
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20141712
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer confirmed the delivery addressed the connections, and the washer/dryer units are working correctly. In addition, we have processed a gift card accommodation in which the customer accepted.
With that said, we have addressed the customers concern 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: 32809881Customer 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:06/04/2023
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 March 29, 2023 I ordered bifold 4 shaker doors online as the store did not stock the style I wanted. I then proceeded to pay $40 for a measure of my closet openings. After the measure I ordered an additional 10 doors and paid over $1200.00 for the install. Home Depot contracted *************** to do the installation of the doors. They sent *** first, he completely mucked up the install, damaging doors, openings, and installed one door upside down. He then left without completing the install. I called Home depot and indicated I didn't want *** back. I had new tile on my floor and didn't want him to damage it. One opening requires three bi folds with a base pivot pin in the tile. *** continued to call me, forcing me to tell him I didn't trust him to drill into my new ********** was not my responsibility! ***** sent ***** to do the install, he was not able to complete the job either. Home Depot said they had to order a part from Amazon. This is June 4, 2023, the job is not complete, I have talked to ***, ****, **********, **** and **** at the store. I called over *********************** the store a dozen times, sent dozens of emails. NO ONE HAS PROVIDED ANY SUPPORT OR DONE ONE THING TO COMPLETE THIS JOB. They have one excuse after another. Apparently Home Depot's sub contractors run the show. I spent over $4000 on doors and the install. I want a full refund and they can come and pick up the doors. They are damaged as a result of them being installed and removed several times. The top tracks are bent so the doors don't glide smoothly. They have cracks in the pivot pins.I could go on and on. I didn't pay ***************, I paid Home Depot they are a complete joke. I cannot get a return call or email. I literally have reached out to Home Depot hundreds of times over the last 3 months. I get nothing but excuses. Home Depot has all the documentation on this project. They are well aware of the problems here and have done nothing to resolve them.Business Response
Date: 06/08/2023
June 8, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: *********************** / BBB CASE#: 20141677
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20141677
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer has initiated a chargeback for all of this project. At this time, we will not be moving forward unless payment is made for this project.
With that said, we have addressed the customers concern 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: 32442072Customer Answer
Date: 06/08/2023
Complaint: 20141677
I am rejecting this response because: I paid in full for this installation on 4-11-23 over 8 weeks ago. It took a dispute to get anyone from Home Depot to respond to the fiasco they created. ******************* is not capable of doing this job. Home Depot should sever their ties to this company immediately. I have a brand new very expensive tile floor that Im not comfortable with them drilling into given they installed doors upside down. I spent thousands of dollars in closet doors and the install and have been left holding the bag. NO ONE HAS MADE ANY EFFORT TO RESOLVE THIS COMPLAINT
Sincerely,
***********************Business Response
Date: 06/13/2023
June 13, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************
RE: ***********************/ BBB Complaint#: 20141677Dear **************,
We acknowledge the receipt of the BBB CASE#: 20141677
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to a shopping experience with our company.
The Home Depot is in the process of reviewing this case. In an effort to provide the proper resolution, we respectfully request additional time to research this case. We are currently waiting for confirmation from our business partners regarding next steps to resolve our customers complaint concerns. Once a decision is reached by our business partners, we will provide an update on resolution. Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.
With that being said, we are still in the process of addressing our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******************
Executive Escalations
Phone: ***********************
Case: 32442072Initial Complaint
Date:06/03/2023
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 just purchased a new rug from home depot When I got the rug home and unwrapped it there was pet hair, human hair, food crumbs and bits of chewed up plastic from a dog. Home Depot sold this rug as new when it was clearly used and returned by a customer.Business Response
Date: 06/14/2023
June 14,2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
RE:************************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of a rebuttal for the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their purchase.
The Home Depot has carefully reviewed and investigated this matter and have attempted to contact our customer via email and phone calls several times for information on where, when he purchased the rug and asked if he has a receipt. We have not received a response and have been unable to assist in the matter.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case:32804935Initial Complaint
Date:06/03/2023
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.
Bought stain last fall and applied to my decks. This spring it has all peeled off. Home Depot won't take it back because it's not within 90 days. ********* ******* are long. How was I supposed to know it was going to peel off. I've put a lot of work into sanding these decks and staining them just to have it peel off. Now I have to sand the remaining stain off and start over. The stain set me back almost $50.00. All I want is my money back and I'll go someplace else for my paint. Store manager was not willing to assist me.Business Response
Date: 06/05/2023
June 5, 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 has provided the customer an e-gift card, in the amount of $150.00, in which the customer accepted.
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 #: 32803518
Initial Complaint
Date:06/03/2023
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.
Window install started 5/1/23; First installers put 9 windows in, but installed wrong color exterior trim on one window before even realizing it was the wrong color; window installer said correct color was not available; I took my complaint to the area manager, who also claimed that the correct color was not available but they could bring some from *********; absolutely no communication from anybody during the entire project unless I initiated it; sent incorrect product again; person who wrote the specs for the contract came back out, assured me that it had been in the warehouse just like he had written on the work order; and brought it to my house; installers ran out of trim on May 30, and I have had no communication from anybody associated with the project; HD employee in windows emailed the regional supervisor asking him to contact me. Now it is June 3 and I still have received any communication.Business Response
Date: 06/20/2023
June 20, 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 their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with Installation Team, who confirmed the install is now completed. We've reached out to the Field Team to ensure the customer can discuss compensation for the delays and inconveniences. The District Install Manager advised the customer was sent a settlement and release agreement. We awaiting her to sign and return the document.
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 #: 32803544
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:06/03/2023
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 brought a Costway 7-Piece wicker outdoor sectional set with cushion Red, online, order date May 3rd & delivery date May 10th. Three (3) big boxes - my husband open the first box and it had tan cushions, the wrong item had been pulled for this one(1) box the other boxes were correct. I told my husband to put everything back in the box and tape it back. I called customer ********************** and requested a return, I was informed that the money would go back on my Home Depot card and someone from NSD would call me in 3 days to confirm a pickup date well that was 3 weeks ago and I cant get any results from ************** the boxes are still taking up space in my garage and the money has not been taken off of my card.Ive called ************* 3 times and each time I get an email from NSD with a tracking number that says the following:Hi,We are attempting to reach you to schedule a pickup on behalf of THE HOME DEPOT. We are looking forward to speaking with you and want to ensure we service your needs in a timely manner.Please contact us via email at ************************ or at **************** ***************) at your earliest convenience.This email box is not monitored. Please do not reply.Thank you,NSD ************* ************** ***************)How can we help?************************ Yet no one is calling me and not answering emails. *** called the number and get a voice machine that asks for a tracking number that starts with **** give them this information in the email, then it ask do you still want to speak to someone, after answering YES, it hangs up on you. I am so furious with Home Depot. Ive contacted ************* 3 times and its the same situation, its very frustrating because I need these boxes gone and my card credit. Today I am going to write reviews all over the Internet. I cant wait to resolve this issue and close my account!!!Business Response
Date: 06/06/2023
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 Online Executive Team, who advised the item has been picked up and a refund will be provided once the item has been scanned in. It will take a few days for the credit to reflect 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 #: 32799081
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,
*******************
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