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
- 12,112 total complaints in the last 3 years.
- 3,507 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:04/18/2023
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.
The local home depot will not return calls or assist with the appliances they delivered to the residence. The appliance is brand new and still has the stickers on it. The local managers said they would return our call but have not. We have left multiple messages. The customer ********************** is lacking.
Business Response
Date: 05/12/2023
May 12, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *********************** BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our Online Resolutions Team has been assisting with this matter, I have been advised by them that they have already placed a no-cost order to replace the defective fridge. The replacement fridge has arrived and is working satisfactorily, without any issues.
Please know that it is The Home Depot's 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 - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:04/17/2023
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 # H1939-174271 / ********** ******************** Home Depot (HD)Original delivery date 3/28. ********** were requested to be returned according to Home Depot's 48 hour major appliance return policy. The call to ask for return on defective appliances was placed on 3/30. Pick up date was set for Monday, April 3rd. HD customer ********************** rep on that call indicated a 3 - 5 business day process for the return and that I should receive an email once the items are scanned and marked "returned" internally. Called on Friday, April 6th to ask for an update since appliances were deemed returned on 4/3, as I received an email indicating so. On April 6th HD customer ********************** representative indicated that the first customer ********************** rep was wrong and the return would not process for at least 7 to 10 business days, and that I should call back if I don't receive my refund by Thursday, April 13th. I asked, do I need to return to the store to process the refund? Response was "No, they have your card on file, it will automatically go back to your card."3rd call placed on Thursday April 13th. This HD customer ********************** representative expressed their deepest apologies to me for the error. I was told the first customer ********************** representative, and the second never completed a step on their end to process the return. She indicated she kept me on hold while she had another person process the return internally (something that was to be done on April 3rd). She agained started to apologize and stated, I (customer) would need to return to the store to process the return b/c it was on a debit card. She asked that I not return to the store until Monday, April 17th because it will take another day to process the units as returned. Arrived at store April 17, 8 pm and was given another run-around story of "processing the return". Left the story angry, frustrated, and without refund. I purchased a new washer and dryer from different store on credit, in anticipation of return of these funds.Business Response
Date: 04/21/2023
April 20, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************** /BBB Compliant: 19948752
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance return with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted to advise that his refunded and been processed. ******************** confirmed that he has received his refund and he will reach out later to discuss compensation. No further assistance is needed at this time.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
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
P: ********************
F: ************
SF: # ********/Online 32269426Customer Answer
Date: 04/22/2023
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:04/17/2023
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.
Contacted ******************* on 4-10-23 They provided copy of receipt and warranty.They advised I contact manufacturer.Called Therma Tru on ****. Spoke with ****** and described that door does not hang true & plumb. She stated that is not covered under their warranty. They send the parts to an assembler who assembles product and then delivers to HD for installation.I also described the gaps in side lights that I repaired with caulk. ****** suggested that I replace the hinge screws to tighten up door. I explained that I paid $6,322.63 for the door and I was not about to remove screws and replace them, particularly since the door is very heavy. Additionally, I would assume that an assembler would have assembled it correctly according to manufacturers specs.She said this is a HD problem. She volunteered to contact the ******************* to intercede on my behalf that they need to execute the repairs.The installation fee charged by Home Depot was $1,056.00. With taxes I paid $7,614.66 ****** sent a warranty claim form. I filled it out complete with photos.Have not heard back from anyone.Business Response
Date: 04/27/2023
April 26, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: *************************/BBB Complaint#: 19948635
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their roof repair with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The home service team completed a site visit with the customer on April 25, 2023. The customer issues and concerns has been addressed and both parties have agreed to a resolution. Resolution agreed on is the put new screws in to tighten up the hinges which should correct this concern. The next concern is all 4 windows have slide down leaving a line at the tip of the windows. Vendor will supply new screws and plugs, and 2 doors weather seal will be replaced. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
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
P: ********************
F: ************
SF: # ********Customer Answer
Date: 04/27/2023
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:04/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an air conditioner and central air install from Home Depot in 2017. My contract stated that I had an 18 month interest free financing plan. Home Depot charged me interest after 12 months and back charged interest for the entire 12 month period. I spoke with them on the phone over a period of months in 2018 to have the account settled and to my knowledge it was settled. Home Depot now has a record of collection on my credit account which is harming my score. I would like this removed as the account was settled years ago. I do not have any statements regarding this account any longer as it has been years since I have dealt with this issueBusiness Response
Date: 04/26/2023
April 26, 2023
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************RE: ***********************************/ BBB File #********
Dear ******:
We acknowledge the receipt of the BBB File # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced
regarding their credit account.********************** has carefully reviewed and investigated this matter and offers the following in
response to your concerns. We have forwarded the customers concern to Citibank (South Dakota), NA
as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of
the review and investigation by ********, *********************************** will receive a response directly from them
within 10 business days.Please know that it is The Home Depots goal to satisfy all 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,
Zenae F.
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 32266207Initial Complaint
Date:04/17/2023
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 ordered a cast iron bathtub on 3/29/2023 and had it delivered to me on the 4/7/23. When we examined the bathtub, we noticed it was damaged and notified Home Depot immediately. The women on the phone told me to bring it back to store when its 300 lbs, I told her I can not do it. She then transfer the phone to the *********** store where I place the order, the supervisor agreed to have someone pick it up and asked me to leave the tub on the curb. It has now been another week, and the tub is not picked up. Ive been spending my days calling Home Depot ask for updates. It is stalling my renovation and posts a danger to my handy persons working on the bathroom. I am accruing loss due to the delay and would like to request a full refund plus loss immediately.Business Response
Date: 04/27/2023
April 27, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *********************** / BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent delivery.
The Home Depot has reviewed this case and reached out to all parties involved. On April 26th we called and spoke with *************************** regarding order # H8463-212333. At this time, ************** acknowledged that the product has been hauled away. We also offered the customer compensation, and ************** accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, we have addressed the customers concerns and consider this matter resolved . Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: 32265964Customer Answer
Date: 05/04/2023
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:04/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a washer from home depot. The washer was delivered on Thursday, April 6th. I used the washer that weekend and it wasn't working properly. I called Home Depot, and they said that they would send someone out to look at it. The service person that came out said that he believes the washer was not balanced and that was the reason it wasn't working right. He said that it should be all set, but if I still have problems I can call Home Depot and exchanged it for another one. I went to Home Depot and spoke with a supervisor by the name of *****. She said that since I waited more than 48 hours to report the problem there was nothing they could do. So, basically, they sold me a broken washer, which I spent over 700 dollars for, but they are not able to do anything for me.Business Response
Date: 04/27/2023
04/27/2023
???
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 her appliance.??
???
The Home Depot has carefully reviewed and investigated this matter, and our online team has worked with Whirlpool to get the customer a replacement washer. The new unit is due to be delivered on 05/02/2023.
??
The Home Depot considers this BBB case closed but our case will remain open until the customer has been taken care of.
??
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: 32265861Customer Answer
Date: 04/27/2023
Complaint: 19946397
I am rejecting this response because:
Sincerely,
*********************************Initial Complaint
Date:04/17/2023
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.
***************** was subcontracted by Home Depot to remove old countertop and sink/plumbing in our home. There have been several issues with their work that lead to my complaint: -As part of the total charge, I incurred a $400 "Optional" installation prep fee that I agreed to pay only after being reassured by the ***************** representative, *************************, that the fee would be refunded if no significant prep was needed. No significant prep was needed aside from stapling cardboard strips to the tops of the countertops, and when I inquired about a refund, ************* told me she would "check with her manager" and get back to me by noon the next day. I have not heard from her and she will not return my messages.- Also, during the tear out process, the crew removing the old countertop threw out a component of the faucet - the collar that secures it to the underside of the countertop. I had to purchase a replacement part and installed it myself.- The installation crew did not secure the dishwasher to the underside of the countertop.Business Response
Date: 04/19/2023
April 19, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************** / BBB Complaint #********
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 Escalations Team called and spoke with ********************* regarding order #****-349632 on April 19th. At this time, ************ confirmed that he received his refund in full and there is no further assistance needed at this time.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With this being said, we have addressed the customers concerns and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
Koier A.
Executive Escalations
Phone: ***********************
Case: 32266018
Best Regards,
************** *****
The Home Depot
Executive Escalations Specialist
Phone:**********************
Fax:**************
Office Hours:
Monday Friday 9:00 AM 6:00 PM
In my absence, please contact ***************************** at **********************Initial Complaint
Date:04/17/2023
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 11/09/22 I had appliances delivered to my home and the delivery people stole my crossbow. There were 2 men. One man wanted me to show him where to put the appliances and the other man stayed in my front entry way. The first man brought in the stove and dishwasher to the spot that I wanted him to. Then both men brought the refrigerator in, but they said they couldnt put my refrigerator where I wanted it to go because they didnt want to scratch the refrigerator. I thought it was very weird, but I told them that I would have my husband help me with it. They put the refrigerator about 2 feet from my entry door and I thought it was very odd because my entry way is about 17 feet wide, so why was it put so close to my entry door? The first man had me turn my back from the entry way to have me sign for the delivery, which was another weird sign to me.My husband had to work late on 11/09/22 and 11/10/22, so he was unable to move the refrigerator into its spot on either of those days. On 11/11/22, the refrigerator was moved and I was going to grab my crossbow that was leaning up against the wall behind the refrigerator. My heart sank. My crossbow was gone. I had used the crossbow on 11/08/22 and I work from home, so there was no one else in and out of my home. I called the police and the police report was filed 11/12/22.I have been trying ever since then to get my crossbow back. I have talked to so many people and nothing would get done. There have been so many tears of frustration because no one knew what to do with a claim where property was stolen, so I was thrown around the claims department like a rag doll. If proper channels were taken I maybe could have got my crossbow back, but I couldnt even get to the point where I could talk to the manager of the 2 delivery men.This is by far the worst customer ********************** I have ever had. BUYER BEWARE IF YOU HAVE THE HOME DEPOT DELIVERY PEOPLE IN YOUR HOME! Nothing will get done about stolen property.Business Response
Date: 04/24/2023
April 24, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******,** 30303
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 purchase.
The Home Depot has carefully reviewed and investigated this matter. We filed a ******** claim on our customers behalf, which was then transferred to our Delivery Agents insurer. They have cooperated with the local police department during their investigation. The claim was denied due to not having any evidence or proof that they had taken the item. We stand behind the conclusion of the investigation by the police and decision made for the claim.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and looks 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: ********Customer Answer
Date: 04/24/2023
Complaint: 19946088
I am rejecting this response because: The negligence that The Home Depot took regarding this whole issue is extremely unacceptable. I have been telling my story to everyone I can, so at least we have had a couple contacting businesses who pulled their business from The Home Depot. We remodeled our kitchen for $20,000 after the horrific ordeal, but thankfully we ordered everything through Menards and had a wonderful experience. There are two other couples who have $30,000 kitchen remodels that are happening and thankfully they are going elsewhere. I will never purchase anything through The Home Depot again and I will continue to tell my story. Word of mouth is so important. You may say I dont have enough physical proof, but I am as honest as they come and that still goes a long way in todays messed up world that we in.To all of the people who are reading this through the BBB websitemake sure you know the names, phone numbers, drivers licenses etc of the people who deliver in your house. Have surveillance cameras installed. Video the people as they are in your house. When they want to know where you want your appliances, be sure ALL delivery people come with you. Do not let them be alone or out of your site for one second. When you sign for delivery make sure you let them outside and sign outside. As added protection, keep pepper spray on you. This world is full of messed up people and it is only up to you to protect yourself and your property because not even the police officers will help you.
*************************Business Response
Date: 04/26/2023
April 26, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
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 purchase.
The Home Depot has carefully reviewed and investigated this matter. We filed a ******** claim on our customers behalf, which was then transferred to our Delivery Agents insurer. They have cooperated with the local police department during their investigation. The claim was denied due to not having any evidence or proof that they had taken the item during the delivery of the appliance order. As previously stated, we stand behind the conclusion of the investigation by the police and decision made for the claim.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and looks 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: *************************
Fax: **************
Case: ********Customer Answer
Date: 04/27/2023
Complaint: 19946088
I am rejecting this response because: The Home Depot dropped the ball in so many ways when I first reported this, so unfortunately this matter will never be settled and the criminals will go on to steal another day.
*************************Initial Complaint
Date:04/17/2023
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.
On Jan. 28 we met with the Home Depot kitchen remodel department and paid $2,540.45 for countertops and $525.45 for a new sink for them to install. On Jan. 29th the cabinet man came to our home, we paid another $13,129.00. After the cabinets were in, the countertop person came to measure and on Mar. 18 we paid another $2,707.40. Here is the story since the installation and final payment: For our kitchen remodel they charged $35 for the floor installer to come out and measure. Then he told us they don't do the uninstall and reinstall for appliances. We should have been told this up front before we made the appointment, because we wouldn't have. Since we didn't get our floor through them we lost the $35. Once the cabinets were finally installed, they hadn't sent the glass for the 3 doors that needed it. We were told 2 weeks. At the 2 week point, we were told they had shorted the order, (for 3 pieces of glass, really?), and it would be another 2-3 weeks. It's been longer than that, and there's no idea when it'll be done. It's been the 4 weeks since the countertop person measured and they were supposed to be done. Now we're told they don't even know if the marble has come into the manufacturing area yet! Not getting the countertops also holds up the sink installation, as then will be done together. For almost $20,000 total this service and treatment is totally unacceptable and unbelievable!! We should definitely be getting a discount/refund.Business Response
Date: 04/21/2023
April 21, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/BBB Complaint#: 19945870
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their countertop scheduling with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The home service team has reached out to **************** to provide her with her installation date. The customer has a schedule date for *** 2nd. **************** has agreed to the schedule date. No further assistance is needed at this time.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
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
P: ********************
F: ************
SF: # ********Customer Answer
Date: 04/22/2023
Complaint: 19945870
I am rejecting this response because: They are not being honest. The date of May 2nd has NOT even been confirmed by them. The lady at the countertop division was supposed to let us know if the plumber could definitely come that day or not and she has NOT confirmed that with us. Also, the glass for the cabinets is still NOT in and we've been informed that there is NOT any given date or time line as to when it will be in and installed at all.
Sincerely,
***********************Business Response
Date: 04/26/2023
April 26, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/BBB Complaint#: 19945870
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their countertop scheduling with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The home service team has completed installation on the cabinets and glass on April 25, 2023. The customer has a schedule date for May 2nd to complete the installation of the countertops. **************** has agreed to the schedule date. No further assistance is needed at this time.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
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
P: ********************
F: ************
SF: # ********Customer Answer
Date: 04/26/2023
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:04/17/2023
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.
This Order # WP62199438 was placed weeks ago and each day prior to delivery date the delivery date was changed without any letting the customer know about it. This was changed 3 times in a two week span.I got a call from your delivery company saying that the order is on the truck and will show up between 10 and 2 the following day. The following day I get a call at 10:30 or so from your freight delivery company again and this time they were apologizing and said they have lost my order and are trying to track it . Hard to believe that the same person last night had said the items were on the truck for next day delivery. I call Home Depot and they sent me to your resolution **** or something like that and the lady on the phone precedes to cancel my order immediately without getting my permission and tells me they cannot find order and it is easier to cancel and reorder which is not true. I have already waited for this order for weeks and now Home Depot ignores the custome which is me and makes a decision for me that literally makes it worse for me. So I have to order again and so I place this order Order # WP63342785) and here we go again weeks later again where the day prior to scheduled arrival the time gets changed again. Now two order and I am not getting anywhere. Date was changed on this order multiple times again. who is going to pay for a total of 10 phone calls to Home Depot and each call lasting at least one hour and the fact that I paid a Handiman to show up to install all of these closets that never showed up. I am out $800 to the handyman and all the time and I have waisted. This morning I chat with Home Depot and they tell me it is still in *******. What the h*** is going on.Business Response
Date: 04/25/2023
April 25, 2023
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 *** have experienced regarding their Experience with our company.
Home Depot online department has communicated with customer. Online Depart advised we will take ownership for the product and delivery delay as we are not responsible for the cost of contractors, plumbers,electricians, etc.
Customer was advised that *** discuss additional compensation upon the delivery being completed.
With that being said, The Home Depot has addressed the customers concern and consider 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.
************
The Home Depot
Customer Answer
Date: 05/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. While I am glad Home Depot stepped up and responded somewhat positively to this claim. At this time I really do not see any improvements going to be made with there delivery companies. This is where most of the problem is. How can a delivery company call me the previous night and tell me that my order is on the truck to be scheduled to be delivered the next morning and then get a call from delivery company that they lost my order. I did not appreciate Home Depot employee making a decision to cancel my product without my permission which is illegal to do.So Again I glad Home Depot stepped up and tried to minimize this but from my end having to place an order twice and have it finally arrive almost 3 months later for a product that was in stock in *******. A total of 13 phone calls had to be made to Home Depot and each one lasting at least an hour.
This is not efficiency on Home Depots part especially when the person barring the brunt of the lost time is the Customer.
I am just glad this nightmare is over but it will take a lot of improvement on Home Depots,s part to get me be back as a customer especially for any big ticket item.
Thanks for the BBB help on this matter and some thanks to the Home Depot corporate employee who at least made some attempts to defuse this Monster Mess.
Sincerely,
*********************
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