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
- 11,849 total complaints in the last 3 years.
- 3,428 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:09/27/2022
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.
The delivery people from Temco arrived today to remove our washer and dryer and install our new ones. They first tried to say there was a leak where you turn on the water, so they wouldn't install or remove until we hired a plumber. It turns out my wife had turned off the water and the girl had turned it back ON, so of course there was a drip of water. Then, these two kids tried to say the units wouldn't fit through the doors and we would have to remove the two doors AND the moldings! We removed the doors, but I refused to remove the moldings. So, then when it was obvious they were measuring wrong and both units would fit in and out, they called their boss, saying they would have to lift the units up over the toilet, which wasn't true. At this point, both my wife and I were very upset, especially when the girl said they must have built the house around the washer and dryer. So, after we told them we would get the washer and dryer out ourselves and asked them to go get the new units off the truck, at that point, they refused to complete the install or remove the old units. They put their boss on speaker and he said, "Drop the new s*** in their garage and leave the premises." Mind you, we are both disabled veterans and when we told the two people this, the girl said, "We aren't in the Army." Um, hello? My wife has a spinal cord injury and I had foot surgery 4 days ago and am in a cast and shouldn't be on my feet. So, we did all the work and they drove off, not only leaving all the boxing and the old units in our driveway, but also neglecting to give us the hoses and vents and the power cord to the dryer. I called the local Home Depot and was told there was nothing they could do because Temco is the only company they contract with. I was also told it was "dependent on staffing" if anyone would even bring out the things we needed to get the units to work. And, neither my wife or I can drive, so it's not like we could go get them. I want a full refund for everything!
Business Response
Date: 10/03/2022
October 3,2022
Sent Via Email
Attn:Mr. ***********************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 Peachtree ******************************************************* 30303
RE: ***********/ BBB Case # ********
Dear Ms.***********************,
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 their purchase s from our store.
The Home Depot has carefully reviewed all information pertaining to this matter. In an effort to resolve, our online executive escalation team advised the customer has been contacted by phone to discuss order and compensation has been agreed upon.
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,
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number ********Customer Answer
Date: 10/03/2022
Complaint: 18137669
I am rejecting this response because:I have not received the $530.00 credit back to my debut card as promised. They are now claiming I have to go into the store to swipe the debit card in order to receive the money, when I was originally told it would be taken care of in 3-5 business days, as they have my debit card on file. I cannot drive for 2 months because of a foot surgery and I am not able to even get a ride to the store because I have to stay off my foot for the entire 2 months.
Sincerely,
***********Business Response
Date: 10/10/2022
October 10, 2022
Sent Via *******************************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***********/ BBB Case # ********
Dear Ms. ********************************** acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their purchase s from our store.
The Home Depot has carefully reviewed all information pertaining to this matter. In an effort to resolve, our online executive escalation team advised the customer has been refund of $570.24 was released to their master card.
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,
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number ********Customer Answer
Date: 10/10/2022
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:09/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I bought a washer and dryer. The dryer is fine but the washer was delivered to us with a broken drain pump. First they sold us the wrong hoses to hook up to the sink as the unit is for apartment use without washer dryer hookups. It took them 14 days to get them ( the sink kit and hoses) then those were the wrong parts. When we finally got the correct parts the unit cycled on then started gushing water all over the floor and the floor is wooden laminate and now the floor is warped. **** Depot refuses to refund us or give us a new machine. I want to sue **** Depot. A GE service came out and inspected the unit and said it had been dropped and the drain pump is cracked and broken and attached is a photo of the broken part. We bought the unit over a month ago and nothing has been done.Business Response
Date: 10/04/2022
October 4, 2022
Sent Via Email
Attn: ******************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower,Suite 900
*******, ** 30303
RE: *******************/ BBB Complaint#: 18137532
Dear ****************,On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliances.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalation team contacted the customer on 9/29/2022 to gather more information about their washing machine. The customer advised they received a new drain pump, and a service technician was scheduled that day to return to his home to install it. Our team set a follow-up expectation to ensure the machine was operating. The same day, the customer followed up via email to advise our team the technician was unable to fix the washer and asked for reimbursement for the unit and money paid for the appliance haul away. On 9/29/2022, our team verified the washer was irreparable to the manufacturer and offered the customer a Home ********************** gift card to cover the cost of a new appliance order and haul away service. We presented the necessary Settlement and Release Agreement to the customer, a signed copy was returned on 9/30/2022, and our team issued a gift card for the agreed-upon amount. We sent a follow-up email on 9/30/2022 confirming receipt of the signed documentation and issuance of the gift card.
Should the customer require additional assistance with this matter, please advise them to contact the online agent who reached out to them (******** @ *************************). With that said, we have addressed the customers concern and consider this 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.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30266017
Initial Complaint
Date:09/27/2022
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.
July 1, 2022: $2929.82 Order No: WP39316828 Home Depot said hey would replace my dishwasher that came in damaged. Again, the company failed to communicate and deliver a product. Constantly delivery days are getting rescheduled without notice and valid reason. Today alone I was on the phone for 3 hours trying to get answers and Home Depot and GE kept me on hold. Person to person communication was less than 10 minutesBusiness Response
Date: 10/05/2022
October 5,2022
Sent Via Email
Attn:Mr. ***********************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: ***********************/ BBB Case # ********
Dear Ms.***********************,
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 their purchase s from our store.
The Home Depot has carefully reviewed all information pertaining to this matter. In an effort to resolve, our online executive escalation team advised we called the delivery operations team, and they stated that the form router was sent 09/30/2022 and they will do a dock search at the end of the week to locate the item. Our team contacted the vendor to confirm that the replacement was set up and they informed the dishwasher will be at the delivery operations terminal for delivery by 10/07/2022.
The case will remain open in our office until we have received confirmation from the Online Executive Escalation team that the issue has been resolved.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number ********Initial Complaint
Date:09/27/2022
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 11/01/2021 my husband and I entered into a contract with Home Depot for custom closet installation in the amount of $17,593.95. There were issues with the work, the manner in which the Home Depot contractors communicated, treated our son while on site, and with pre-sales misinformation. On June 28, 2022 a Settlement And Release Agreement was executed for the disputes between Home Depot and Customer regarding a closet project PO ******** referred to as the "Transaction" and sent via email message. The consideration compensation amount offered by Home Depot was $******. The settlement and release agreement terms item number one (#1) state, Home Depot agrees to pay Seven hundred and fifty dollars ($ ****** ) in the form of a Home Depot gift card within 15 (fifteen) days following execution of this Agreement. Unfortunately, Home Depot breached the terms, item number one (#1). To cure the breach, on July 27, 2022 Home Depot offered a remedy of additional compensation of $****** to cure, which my husband and I accepted.On July 28, 2022 my husband and I executed the second Settlement And Release Agreement, for Disputes between Home Depot and Customer regarding a closet project PO ******** referred to as the "Transaction". The settlement and release agreement terms item number one (#1) state, Home Depot agrees to pay a second THD Gift Card in the amount of Seven Hundred and Fifty dollars ($750) to customer's Home within 15 (fifteen) days following execution of this agreement. Unfortunately, Home Depot breached the term of the agreement. To date, the compensation offered in the July 28, 2022 settlement and release has NOT been received. My husband and I propose a remedy for Home Depots breach of contract for the Transaction referenced in the Settlement and Release executed on July 28, 2022 in the amount of $3,500.00, in the form of a check, within fifteen (15) days from written mutual agreement. My husband is authorized to discuss this complaint.Business Response
Date: 10/10/2022
Attn: Ms. *********************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: *********************** / BBB Case # 18137004
Dear **************:
We acknowledge the receipt of the BBB Case # 18137004
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to Mrs. ******* regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
Our Home Depot Interior Team advised that on 6/28/2022 the customer signed a S&R and when the customer did not immediately receive the gift card another S&R for $750.00 was processed and sent to the customer. The customer's original S&R from 6/28/2022 was processed and the customer was sent a gift card, which has already been spent. The customer requested another $2,700.00 gift card which was denied, as a courtesy he was offered an additional $800.00. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Home Depot Interior Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 10/11/2022
Home Depot has not addressed my complaint and has communicated facts in error. I have provided documentation for the settlement and release agreements of the offer, acceptance, and consideration when the complaint was submitted, which all parties agreed was resolution of the disputes.
The contractual agreements document the total amount is $1500.00 in consideration to be paid in two (2) gift cards of $750.00 within 15 (fifteen) days following execution of the agreements. The first agreement dated June 28th 2022 and the second agreement dated July 27th 2022.
I am including email correspondence with Branch Installation Manager ***************************, which also documents the total amount of compensation. Here are excerpts from the email correspondence:
***************************: Please sign and return attached form to allow us to have the second card processed.
***********************: Hi *****, Thank you for the response, am I understanding the above to mean that another $750 will be coming to equal $1500 total as ******* and I discussed last Tuesday?***************************: Yes the balance will be processing the *** is $750 we can do so it is 2 cards
A payment of $750.00 was received after the 15 (fifteen) days following the execution of the agreement of the agreement dated June 28th 2022. Home Deport violated the terms of the June 28th 2022 agreement by not adhering to the terms of the agreement.
No payment has been received for the agreement dated July 27th 2022. Home Depot has violated the terms of the agreement and is in breach of contract. If payment has been made, I request Home Depot provide proof of payment and receipt.
To clarify, I have not requested another $2,700 gift card. I have no interest in pursuing a remedy which Home Depot has consistently not honored and breached their contract. I communicated to Home Depot I would accept a remedy to cure Home Depots breach of contract for the Transaction referenced in the Settlement and Release executed on July 28, 2022 in the amount of $3,500.00, in the form of a check to be received by me within fifteen (15) days from written mutual agreement.Sincerely,
***********************
Business Response
Date: 10/17/2022
Attn: Ms. *********************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** 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 valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ******************* regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
Our Home Depot Interior Team advised that they have reviewed the customer's concerns and respectfully declined the customer's request for additional compensation. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Home Depot Interior Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 10/17/2022
Complaint: 18137004
I am rejecting this response because Home Depot has not responded to the simple complaint. Specifically, payment according to the Settlement and Release agreement dated July 27, 2022. This simple complaint can be resolved by Home Depot providing proof to the BBB and myself that the Settlement and Release binding agreement dated July 27, 2022 was fulfilled pursuant to the terms, which was requested in my last response. I will ask the direct question again as this is the complaint:"Home Depot, did you compensate me $1,500 via two (2) gift cards in the amount of $750.00 each pursuant to the terms of the Settlement and Release agreements for the transaction?" Yes or No.
I have provided documentation which substantiates my complaint and communicated that I was never compensated as agreed. I provided two (2) settlement and release binding agreements dated July 27th, 2022 for $750.00 and June 28th, 2022 for $750.00. I acknowledge that I received one (1) $750.00 gift card, after the date of the agreed upon terms. I never received the second gift card in the amount of $750.00, which we agreed to for the transaction. I provided documentation of email correspondence with Branch Installation Manager **************************** confirming total compensation of $1500.00 in my last response. Curiously, Home Depot did not address or acknowledge the communications with ****************** in the current response. Maybe Home Depot will do so in their next response.
In addition, the Settlement and Release agreement dated July 27th, ******************* number one: Home Depot agrees to pay a second THD Gift Card in the amount of Seven Hundred and Fifth dollars ($750) to customer's home within 15 (fifteen) days following execution of this Agreement, which goes to my direct question above.
Home Depot sent me a letter dated 09/13/2022 which I am providing. The letter is a final offer of a Home Depot Gift Card in the amount of $800.00. This was done after Home Depot learning about their breach of contract for the July 27, 2022 binding agreement.
This is the crux of the issue. In good faith, I have provided written documentation, evidence, of the agreements and communicated that I was not fully compensated. I provided documentation for employees acting as agents for Home Depot which also substantiates the total amount I was to be paid - $1,500. Home Depot continues to respond that they have apologized and will continue to monitor, but has not addressed the facts of the complaint nor their contractual obligations. Home Depot has not provided any written documentation.
In closing, I believe Home Depot has breached their contractual obligations of the Settlement and Release agreement dated July 27, ************** the terms for the following reasons:
1. No consideration was paid for the transaction.
2. No consideration was paid within the 15 days.
3. Home Depot agrees that they have read and fully understand this agreement and executed this binding agreement freely and without compulsion. This was done by ************************* on 07/28/22.
If any of these facts are disputed by Home Depot please respond and address each item with substantiating documentation.
BTW, I tried contacting Home Depot via telephone and email for months without a response prior to filing this BBB complaint. I also have those email messages and phone logs. The frustration of dealing with Home Depot and their subcontractors is what led to the disputes, the Settlement and Release agreements, and ultimately, Home Depot's breach of those binding agreements. Being ignored, given the run around, and doublespeak when trying to resolve real issues only angers customers more and compels them to share their experiences with others. It diminishes any good will for resolution of disputes there may have been by offers of compensation described as the transaction in the Settlement and Release binding agreements.
Sincerely,
***********************Business Response
Date: 10/24/2022
Attn: Ms. *********************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** 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 valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ******************* regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
Our Home Depot Interior Leadership Team has mailed the customer their decision regarding her concerns. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 10/30/2022
Complaint: 18137004
I am rejecting this response because I disagree with The Home Depot communicating they have addressed my complaint. I am requesting a decision from the BBB on my complaint based on the facts and evidence submitted.1. I have provided two (2) Settlement and Release Agreements, binding contracts with The Home Depot in which they agreed to a total consideration of $1,500. The second contract, the company, The Home Depot, are in breach and did not fulfill the terms of the binding agreement; no consideration was received.
2. I have provided email communications from their Branch Installation Manager, *************************, in which he confirmed total compensation of $1,500.
3. I have provided a letter dated September 13, 2022 in which Home Depot attempted to cure the breach by making a final offer of a Gift Card in the amount of $800. Unknown, because it does not contain any contact information, so I couldnt tell you. No compensation has been received for the Settlement and Release Agreement dated July 27, 2022.4. The Home Depot has refused to answer the complaint of the simple question pertaining if they paid pursuant to the terms of the settlement and release agreement dated July 27, 2022.
5. The Home Depot has refused to answer the complaint of the simple question pertaining to ******************** email communications.
6. The Home Depot has not provided any evidence to support they have addressed the complaint.
I believe I have provided the necessary evidence to support the complaint. I can tell you I tried in good faith to resolve The Home Depots breach of contract by contacting them via telephone and email messages prior to submitting the BBB complaint, but I received the same type of boiler plate responses from robots and being ignored and not contacted. It get tiresome hearing:I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ******************* regarding his experience. BTW I am a female and it should be Her.
Our Home Depot Interior Leadership Team has mailed the customer their decision regarding her concerns.To summarize, The Home Depot has not addressed my complaint, nor paid the total consideration they agreed to in the binding contracts. They have provided no evidence to support addressing my complaint.
I request the BBB make a decision regarding the complaint based on the facts and evidence submitted. Again, I have tried in good faith in responding to the company, The Home Depot, in this complaint, but as you can see without The Home Depot providing evidence, information, or answering direct questions, it is impossible to make any progress.
Respectfully,
***********************
Business Response
Date: 11/03/2022
Attn: Ms. *********************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** 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 valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ******************* regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
Our Home Depot Interior Leadership Team has stated that they have agreed to the compensation amount of $1,550.00 on numerous times with the customer but has denied their request for $3,500.00. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:09/27/2022
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 #W891449588 Placed on July 7th2022. Two items were on back order and never received. No refund has been made. We are owed $120.10Business Response
Date: 10/03/2022
October 3,2022
Sent Via Email
Attn:Mr. ***********************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: *********************/ BBB Case # ********
Dear Ms.***********************,
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 their purchase s from our store.
The Home Depot has carefully reviewed all information pertaining to this matter. In an effort to resolve, our online executive escalation team has spoken Arti and offered a gift card and it was accepted.
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,
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number ********Customer Answer
Date: 10/03/2022
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:09/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We decided to renovate our kitchen floor and backsplash with Home Depot. We paid $16,000. Home Depot sent a crew out on July 4th weekend. They were supposed to come and finish the renovation. They have yet to come and complete the renovations. We have called and attempted several times to have home depot send a crew to complete the work. They have provided only excuses. Weve spoken to the store managers and nothing has come of it. They have taken our money and left us with an incomplete renovation.Business Response
Date: 10/17/2022
October 17, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Escalation Team called and spoke with ***************************** on October 17th regarding his order H0982-163797. At this time, **************** acknowledged that the renovation is complete and there is no further assistance needed.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
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:30266056Initial Complaint
Date:09/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid just under $9,000. to have Home Depot reface 21 kitchen cabinets and 7 drawers with self closing hinges, Customer contract #********, 2 of the cabinets wont self close and 4 of the drawers stick and are hard to open. 4 calls to voicemail have yielded one callback with a promise yet no results to date.Business Response
Date: 10/06/2022
October 6, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ******************* / BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Home Depot Escalation called and emailed *********************** on September 28th,October 4th, and October 6th regarding his recent home improvement. At this time, the customer has not responded to any emails or telephone calls.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
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:30266138Initial Complaint
Date:09/27/2022
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.
Attempting to return an item that clearly came from HD. Im told they would not return it with out my social security number. HD is not getting my ss#.Business Response
Date: 09/28/2022
September 28, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Escalation called and spoke with Mr. ************************* regarding his recent store experience on September 28th. At this time, we explained our Return Policy, offered the customer compensation and he declined the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
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:29028916Initial Complaint
Date:09/27/2022
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.
Better *************** put up an 700 foot privacy fence in the fall of last year. They were sent to us by Home Depot to do the work we wanted. My husband and I have been trying to get them to do something about the leaning fence. Although not the whole fence is leaning I worry it might at a later date. I have been getting in touch with them for several months (apex 6) about the fence and they say one thing but never call or do anything. I spoke to Home Depot last week and they connected me to a different person at Better ***************. He did come and look at the fence but we have not heard anything back about fixing the fence.Business Response
Date: 10/25/2022
October25, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***** All / BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Escalation Team called and spoke with Mrs. ************** on October 25th regarding her order H0813-124409. At this time, Mrs. *** have an appointment for repairs scheduled for October 25th.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that said, this matter is still in progress and monitored 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:29923953Customer Answer
Date: 11/02/2022
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.Since this email, the work has been satisfactorily completed. The business the Home Depot used for this fencing project does shabby work and is very rude when you have problems. I would never recommend then and hope **** Depot would consider never using them again!
Sincerely,
***** AllInitial Complaint
Date:09/27/2022
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.
To whom it may concern,I am Home depot customer and I want to make a formal complaint.This is the situation:-I purchased on the 7/20/2022 a bath tub and 2 toilets (same brand and model). *********************************** (see attachment).-On the 8/31/2022 I went to *********************************** HOME DEPOT store and I returned 1 toilet, together with a few more items. They returned $215,46 went to my personal credit card and the rest they gave me a credit note because for some reasons they could not put it back in my HOME DEPOT temporary credit card.On the 9/5/2022 I went back to the same HOME DEPOT in and I wanted to returned the second toilet. Unfortunately I could NOT return the toilet because in the system was showing the 2 toilets were returned a week ago. That was absolutely false, I had the second toilet with me in the store, I showed returned receipt and on top of that the cashier ********* that was helping me the week before was there and re-confirmed that I did return ONLY 1 toilet the week before.The cashier was helping me his name is *****, recognize there was a glitch in the system, he wrote a note in the system to get someone from above to take care and resolve the problem but he could not do anything else at that point.I spoke to the manager in duty his name is **** and he could not do anything either. He supposedly was going to contact above management and explain the situation to call me and give me a solution. He also gave me the contact of the person that was able to resolve this problem her name is ************************* ******************************** well I have been calling ******************** for the past few days and it goes straight to a voice mail that it is always full and I can't reach her in anyway possible.I have contacted customer care and they are telling me to wait longer, I am suspicious this is a technique to pass the return period of 90 days and I will not be able to do anything.Please help!Kind Regards,Business Response
Date: 10/03/2022
October 3, 2022
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***************** ***** /BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation emailed ********************* ***** on September 30th regarding his order WP14052540. At this time, we confirmed with the customer that a check was processed and provided an ETA.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @*************************).
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:30266114
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.