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
- 11,895 total complaints in the last 3 years.
- 3,463 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:05/31/2023
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.
Home Depot is sponsoring a **** Deer Tractor giveaway from ********************** in ************. My wife received a phone call at 8pm from someone at Rainsoft, who then mumbled a few words and hung up. We tried to call back but no answer. Thinking we won the giveaway, I called Rainsoft the next morning and determined the entire giveaway is a sham and only being used to generate sales leads for their product, which is for home owners only (according to the representative). Waste of time and false advertising.
Business Response
Date: 06/13/2023
June 13, 2023
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
Re: *******************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding a giveaway.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding his experience. In speaking with our customer, I have requested details for the giveaway in order to assist further. I have not heard from the customer. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:05/31/2023
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 took receipt of a new range on 4/12/23 an on 4/15 when I went to use the timer I realized there was no sound. I contacted Home Depot and was told that since I was contacting them on day 3 instead of day 2 there was nothing they could do. I would have to go through the warranty process. So after contacting the vendor ********* they sent out a repairman an he said the motherboard needs to be replaced. That the range was a lemon. I again contact Home Depot an inform them of the problem their response was we not taking back a broken range. Thats a quote from the manager on duty at the time and his name is Flex. Even though they delivered a broken range to me. This is over 30 days now any my new range still isnt working correctly. Ive tried reaching out to their customer ********************** resolution team. They said if the store wont do a reversal it was nothing they could do to help me. All I want is what I paid for and thats new range. Not one that needs to be refurbished after only 3 days of purchase.Business Response
Date: 06/13/2023
June 13, 2023
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
Re: *******************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their defective appliance.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding her appliances. In speaking with our customer, we have processed a refund for our customer. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:05/31/2023
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 submitted two rebates to Home Depot #********** for $3.64 and #********** for $2.03. I never received them. I contacted them and was told to verify the amount and my email and they would reissue them. they did not and now they are refusing to respond.Business Response
Date: 06/09/2023
June 9, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
Re: *************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their rebate.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding his rebate. In speaking with our customer, we have reissued his rebate via email. The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:05/30/2023
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 purchase a Washer and Dryer for my father on about November 30th. The washer and dryer was on back order until Dec 2nd which was fine. Upon the washer and dryer being delivered the installation company came and told my father who is legally blind that he need another piece to stack the washer and dryer. I spend 2 hours on the phone to get the kits order and another installation date scheduled. The day before the scheduled installation. I call to verify the ************* and was told that the appointment had been canceled because they needed the kit first . However, we had the kit in our possession and no longer called to verify before cancelling the appointment. The manager who handled the call from the installation company was very rude. After spending another hour and half on the phone . I was able to get another appointment. The lady on the phone issue a discount on the Washer and Dryer due to our inconvenience. She stated that she would process the refund which never happened. I call back again only to be told that my father who is legally blind had to go to in the store to get the refund. I had to arrange a Uber to take him to the store .Once he arrived at the store, there was a conflict with the refund. Per the rep on the phone he was suppose to get a refund approximately $380. The cashier In the store stated that it was only showing up as $320. After another long call with the cashier and online rep it was never resolve so my father just left. Fast forward to now. The washer and dryer is not leveled causing it to shake and the hole on the back has come off twice, This is unacceptable and could be very dangerous for my father as his is legally blind.Business Response
Date: 06/13/2023
June 13, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ***************************/Complaint file # ********
Dear ***************************,
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 team assisted the customer with scheduling a repair. The customers appliance has been fixed and the is satisfied.
With this being said, The Home Depot considers this matter to be 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 should you have any additional questions or concerns.
Sincerely,
***************************
The Home Depot Executive Escalations
Office: ***********************
Reference Number: 32750903Initial Complaint
Date:05/30/2023
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.
In March of 2022, we had windows put in at our house. It was 24 months no interest. There was a down payment of two thousand dollars. When I got the statement in April, it had the down payment at 24 months and the regular payment, around eight thousand, at 12 months. I went to the local Home Depot, and they said to call the home office. I did and they said they would combine the bills and give me the 24 months with no interest. When I got the may statement it had the down payment at 24 months, the bill at 12 months, and somehow add another eight thousand to the bill. I called to find out why and they said it was a purchase. I told them I have made no purchase, and that they just double billed me. I filled a claim with them in may and they said it would take 30 to 90 days to fix. They then said that I would have to pay the bill because I made a purchase. Again I told them that I did not make any purchases, and that they double billed me. And once again I had to file a claim with them. And again they said it would take 30 to 90 days for them to look into it. It has been over a year and this has not been resolved. At the time the account number was ****************. They have since sent me two more cards. The second card is **************** and the third card is ****************. The three purchases are still and there and again they say it will take 30 to 90 days to investigate the claim.Business Response
Date: 06/01/2023
June 1, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
Re: ************************* BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their HD credit card account.
Citibank (************), NA, is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (************), NA, accordingly. After the review and investigation by ********, ************************* will receive a response directly from them.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********Initial Complaint
Date:05/30/2023
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 Whirlpool washer on sale at Home Depot. The washer was delivered on 4/20/23. A few days later, I washed a load of towels, & the machine banged around loudly as it scooted a couple feet away form the wall. It could not balance the load of towels and left them sopping wet. I have had the same problem with different size loads, on different settings, & despite making sure to balance the items evenly & not overload the machine. Home Depot would not allow me to return the machine since it was outside of the 48-hour return window. Whirlpool had ****** Service come to assess the machine for any problems. On 5/26/23 the ****** tech told me he knew exactly what model my washer was before even seeing it since he had been called to service this model of Whirlpool washer for the exact same problem I'm experiencing many times by other customers. It's the tech's opinion that the new design is poor because the washer drum does not sit on a base like the previously well-build Whirlpool washers used to but is now freely suspended from the four suspension rods with no base to rest on. The tech re-calibrated the washer and made sure that I was loading it properly to avoid overloading and imbalance. After the tech left, I tried washing another load only for the machine to bang around loudly and scoot across the floor again. I immediately called Whirlpool back, but all they said they could do was send another tech out. Today, I saw that on both Home ************************************ website that there are reviews with complaints of the same problem I am experiencing. So according to these reviews & the ****** tech, **************** Depot has knowingly sold people this faulty machine that cannot be fixed. I have also noticed that even the loads that do get spun dry still have a faint smell of body odor, so the washer isn't cleaning them properly. I called Home Depot again today 5/30/23 to ask them to allow me to return the machine since it clearly has a design default but they refused.Business Response
Date: 06/23/2023
June 23, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
Re: *********************** BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their defective washer.
We partnered with the manufacturer, Whirlpool, and they have offered a replacement washer. The washer is being replaced as part of the warranty with Whirlpool. We at Home Depot cannot offer a refund since the manufacturer has offered a replacement.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
SF Case # ********Customer Answer
Date: 06/25/2023
Complaint: 20122572
I am rejecting this response because:I do not consider Whirlpool offering me a replacement washer that has either the exact same problems or different problems a reasonable resolution. I am contacting Whirlpool again today to ask for a refund since the other machines that fit my needs and are in my budget are also riddled with problems. Many reviewers on Home Depot, Whirlpool, Maytag, and *****'s websites continually state how their new machines are inferior to their older models that are 10+ years older. Home Depot is knowingly still selling theses poor quality machines and some are even falsely advertised as being able to wash bulky items and large loads when only a small balanced load of towels causes violent banging and in some cases damage to customers homes. I do not understand why Home Depot is still doing business with an untrustworthy brand like Whirlpool whose machine quality and customer ********************** has declined and is inferior now to other reputable brands. I reviewed all the washers that are in my budget on all of the above websites and included just a few reviews for a couple models out of the many negative ones I saw. I thought I could trust Home Depot to sell me decent products from reputable brands only and it seems I was wrong.
Sincerely,
***********************Business Response
Date: 06/30/2023
June 30, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
Re: *********************** BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
We reached out to Whirlpool if a refund can be offered instead of a replacement and are currently awaiting their response. We are in communication with the customer and will notify as soon as we receive a response from the vendor.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********Customer Answer
Date: 07/07/2023
Complaint: 20122572
I am rejecting this response because:I emailed **************** on June 25th and have not heard back. The washer banged violently again this morning, tore my bin off the wall and broke. The drum is completely lopsided and will not spin anymore. It's making a grinding sound.
Sincerely,
***********************Business Response
Date: 07/12/2023
July 12, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
Re: *********************** BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
We partnered with manufacturer Whirlpool who advised they will honor and offer a full refund for the defective washer. The customer was notified and advised to allow 3-5 business days for the refund to be processed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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,
*****************************
The Home Depot
Executive Escalations Team
Phone: *************************
** Case # ********Initial Complaint
Date:05/30/2023
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 bought a ***** natural gas grill online on 4/29 for a total of $1,159.15. On 5/4, Home Depot delivered the wrong grill, fully assembled. Although the grill had allegedly inspected by two people at the store, they had actually delivered the propane model rather than gas. I immediately called support, who eventually connected me to the local store manager. He stated that his store doesn't carry the gas model, and then began to tell me adamantly that the only way I could get a refund was if I brought the fully assembled grill back to his store. When I noted that I don't own a moving truck and therefore could not return it, he offered that I could come to the store, rent a Home Depot truck from him at market rates, and then return it to him.After more phone calls to support, I was able to schedule a pickup and told I would be refunded within 3-5 business days. 9 full business days later, I received a refund of $1,049, rather than the full amount. I immediately picked up with the support team I'd been dealing with asking why I didn't receive a full refund, and was notified this morning I would have to go into the physical store location that had previously refused to assist, and that I would only be able to receive the final $110 through a physical cash register.At no point in any time has anyone at Home Depot seemed interested in fixing their mistake. My order was immediately "closed" with no offer of replacing the incorrect item, and nearly a month later I'm still bearing the burden of attempting to pursue my refund. Again, through no mistake of my own, and entirely of the company/store, I'm being told once again to come into the store and deal with the team to finalize my refund. If any of this had been my mistake I could understand needing to do some work on my end, but every single level of this error happened on Home Depot's end, and one month later the onus is still being put on me to try to make this right. Order WP65474090Business Response
Date: 05/31/2023
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 may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to Mr. ***********;regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Online Executive Escalation Team have reviewed the customer's complaint and have assisted the customer with receiving his refund for the incorrect grill from the local store. 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: 05/31/2023
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:05/30/2023
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.
Date of transaction 18 Oct 23.Total amount paid $23, ******. Purchased 23 windows + installation. Home Depot (**) Damaged *************** during installation. Installation was 30 MAR 23.I contacted ** multiple times & no resolution for full refund ************* # *********. ** Apr ** Contacted project team sent pictures of damage. 14 Apr 23 I requested ** inspection.19 Apr 23** inspector, came by house and took pictures.I requested full refund.21 Apr 23 I emailed the project team and inspector/no response.22 Apr 23 emailed the ** inspector, no response.2 May 23Called ** ******** care and let them know that I have not heard anything regarding the inspection.8 May 23 Called ** *************; requested info. resolution. 12 May 23 Manager called me /no resolution/needs to speak to higher level manager. He told me he would call back Monday, 15 May 23/ never called.19 May 23 Home inspectionBusiness Response
Date: 06/30/2023
June 30, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ***************************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has been discussing the next steps regarding this customers case. This is currently an ongoing investigation and is being discussed.
The Home Depot does consider this matter an ongoing case.
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,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 06/30/2023
Complaint: 20121778
I am rejecting this response because this remains unresolved. I look forward to receiving the customer satisfaction from Home **********************.
Sincerely,
***************************Business Response
Date: 07/17/2023
July 17, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ***************************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has been discussing the next steps regarding this customers case. This is currently an ongoing investigation and is being discussed.
The Home Depot does consider this matter an ongoing case.
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,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Initial Complaint
Date:05/30/2023
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 7th April I purchased a GE refrigerator in store. Nearly 8 weeks later, 10 scheduled deliveries, and 2 faulty fridges later, I still do not have my fridge. My husband and I have taken 10 days off to be at home for deliveries that either did not occur (we are only notified at the last minute that the item is damaged and wont be delivered) or were faulty fridges were delivered. Each week we spent a significant amount of time following up on the status of the fridge. There have been a number of issues;1. GE have not yet produced a fridge that is either not damaged or not faulty 2. Home Deport have failed to file correct delivery paperwork in a timely fashion with GE causing delays to new scheduled delivery date 3. Home Deport have failed to follow up on the issue despite there being a case with GE, the resolutions team and customer **********************, meaning we have had to spend time and money to try and resolve this issue 4. There is only one single fridge that is ever delivered by GE to the warehouse for collection by Home Depot delivery team so when it is damaged there is no alternative 5. On 30 May 2023, I spoke AGAIN to Home Depot customer ********************** and the person was extremely rude and quite threatening in his closing remarks (time of call was 2:23pm). He claimed that the issue was GE's fault, but my contract is with Home Depot and it is they who have mismanaged this process. 6. On Thursday 25th May 2023, the resolutions team ******** at Home depot guaranteed ** our fridge by 30th May 2023, but still we have no fridge.Business Response
Date: 06/08/2023
June 8, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***********************/Complaint file # ********
Dear ***************************,
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 delivered the refrigerator and compensated the customer for the inconvenience of multiple delivery attempts. The Home Depot considers this matter to be 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 should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:05/30/2023
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 May 23, 2023, Home Depot delivered a refrigerator to my home, ***************************************************************************, second floor. Order: H3818-283755 GE fridge: GTS17DTNRWW The man who delivered the appliance, on his own, bounced it up on 2 flights of stairs: metal and wooden. The wooden part has been damaged. And although the fridge is working at the moment, I wonder what kind of damage *** have happen to its integrity during this harsh treatment.When I tried to connect with Home Depot customer ********************** I was given a runaround: phone disconnected several times, endless waits, requests for the same info over and over. On May 26, I spent 2 1/2hours on the phone waiting for someone to address my complaint, and on May 27 I was on the phone from 8:30 to 9:53.Home Depot does not accept emails, which I wanted to send with photos of the damages to the wooden stairs.I will never buy an appliance again from Home Depot, and feel sorry for the guy who had to do this 2-man job alone.I want my refrigerator exchanged, and 2 persons for the delivery.My neighbors want the wooden stairs repaired.Thank you for your assistance.********************************* Not sure how to upload the email I had originally written and the photographs. (82y and not very tech savvy)Business Response
Date: 06/09/2023
June 9, 2023
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******,** 30303
RE: *******************************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. The Home Depot Online Team partnered with our store team to address the customer concerns. The store team ordered a replacement unit for the customer which was delivered on June 8, 2023. Should the customer require additional assistance, please advise them to contact ***** at ************************.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
** Case #********
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