Business Profile

Building Materials

The Home Depot

Headquarters

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 Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased christmas tree on 12/19/22 home depot online. It says it was delivered, but i never received it. Delivery pic shows it was left in front of door instead of porch where it would not be visible. Spoke to home depot rep via chat And They Couldn't Help. Spoke To Rep ** Phone Who Apologized And Told Me I Can Pick up in Starret City Store Using Same Order Number. Got A Ride There And They Said No They Couldn't Help Me That The Rep Didn't Add Note. then disputed charges online on christmas day. Months later I was told that i was responsible. spoke to home depot citicard reps several times and was told they couldn't help. I should not be responsible for an item I did not receive and would like assistance. In the meantime, my credit score is being effected as well. This was not the first time I have purchased a ********** item form home depot. I have paid them all, but refuse to pay for something I did not get. Please help me.
Business Response
Date: 06/05/2023
6/5/2023

Sent Via Email

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

RE: ****** St. ***** ********************* Complaint # ********

Dear **************,

On behalf of The Home Depot, I apologize for any inconvenience Ms.St. ***** may have experienced regarding their Online Order with our company.

The Home Depot is in the process of reviewing this case. To provide the proper resolution, we respectfully request additional time to research this case.

Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.

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,

**************
Executive Escalations
Phone: ***********************
Reference Number: ********
Customer Answer
Date: 06/06/2023
*********************************** from the Executive Escalation Support, Online Contact Center has been in contact with me. She asked for any notes that I had and that i complete a police report. I have submitted those to her as requested. I await a response as they continue to investigate. Thank you.
Business Response
Date: 06/12/2023
6/12/2023

Sent Via Email

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

RE: ****** St. Clair ********************* Complaint # ********

Dear **************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive confirmed that the tracking information was not available with *** due to the delivery taken place over 120 days ago. With that, we requested a police report or *** report to be filed, regarding the delivery, customer confirmed that she had filed the report as requested and provided the report number and details.

With that being said, the Home Depot is still in the processing of addressing this matter.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

**************
Executive Escalations
Phone: ***********************
Reference Number: ********
Customer Answer
Date: 06/14/2023
I look forward to this being resolved hopefully sooner than later as it is still effecting my credit.
Business Response
Date: 06/14/2023
6/14/2023

Sent Via Email

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

RE: ****** St. Clair ********************* Complaint # ********

Dear **************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive assigned to our customer case was able to confirm according to *** the delivery was made on 12/20/2022 for the order. Our customer was able to successfully file a police report, however, due to our business partner *** confirming the delivery was made, we would not be able to issue a refund of the order as requested. Our customer was advised of this information as well.

With that being said, the Home Depot considers this matter resolved.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

**************
Executive Escalations
Phone: ***********************
Reference Number: ********
Initial Complaint
Date:05/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a garage door and garage door opener along with installation. After waiting more than 3 weeks after the garage door was delivered to the warehouse for installation for the paid for installation, it was finally installed today. The jerk who installed it stole our paperwork - the warranty information, user manuals and all other papers that was included. We called and requested that he return the paperwork - we did not complain that he took everything else without permission. He argued and started cussing at me and refused to return anything. Every time we have used any contractor through Home Depot we have had major problems.
Business Response
Date: 06/05/2023
June 5, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: *****************************/BBB Complaint #********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot District Service manager reached out to the customer to address his concerns. The manager apologized to ******************** and advised that all paperwork would be returned to him. No further action is needed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32695159
Initial Complaint
Date:05/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 9, 2023 I went to the Home Depot Store in *********, ** with my husband and we purchased a ************** as well as a Refrigerator for our new home. We were told the soonest delivery was in 2 weeks in May 24th. The whole weekend I was receiving updates about the delivery and to be prepared for installation. On the morning of the 24th I checked the Delivery tracker which said my appliances will be delivered after 1 stop ahead of me. Then I received a call 20 minutes before the delivery was scheduled and they tell me that Ill get it a week later. I have a wedding scheduled and the fridge was to hold my cake. I went back to the store in person and was reassured that I would get my items the next day. Then on the 25th I call the number again because my items werent delivered and now they are telling me it was a mistake to reschedule for that day. I spoke to a Supervisor named ****** who couldnt do anything but schedule a delivery for a Tuesday in the next week. I want to be compensated for my time lost from work waiting for these deliveries as well as the cost for my wedding cake that went bad as a result of not being properly stored. All receipts and emails and text proof attached.
Business Response
Date: 06/07/2023
June 7, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: ***** Kong/BBB Complaint #********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address her concerns. Ms. **** appliances were delivered successfully; however, the customer has requested ****************** check as she has some issues with two of her appliances. Ms. **** is currently scheduled for service/repairs on June 15, 2023. The Home Depot does not consider this matter resolved, and we are requesting more time to satisfy the customer and resolve her complaint fully.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32695178
Initial Complaint
Date:05/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Home Depot completed a window installation and one of the screens was installed damaged. I was ensured they would return with a replacement screen and install it. They MAILED another damaged screen. I contacted Home Depot to notify them of the issue and was told a replacement would be sent immediately. Still have not received it. When I asked to speak with a supervisor or manager, I was told they are not available after 5pm. So, I called around noon and again, a different excuse this time, I was told they all were in training, and someone would get back to me. No one has gotten back to me. I find it very hard to believe all leadership is in training at the same time of my call. They collected payment in January 2023 and March 2023 totaling $9,864.29.
Business Response
Date: 06/05/2023
June 5, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: *************************/BBB Complaint #********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot District Installation Manager has reached out to the customer to address his concerns. ******************* screen was ordered and delivered to his home damaged. The item was immediately reordered for the customer, and he was provided with the estimated date of arrival. The district installation manager is the customers point of contact and will remain so until this matter is 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,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32695183
Initial Complaint
Date:05/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 1, 2020, we purchased a GE brand front-load washer and dryer along with two pedestal bases for each. We also purchased a five-year extended warranty for both machines. Installer that Home Depot uses did not attach the required feet when they installed the washing machine. We were not aware as they did this in their truck and we were not advised they were removed or given the feet they took off. (Note: the dryer was delivered later as it was out of stock and that installer did it correctly and left the feet on the unit when the pedestals were installed). I recently had a service call with GE recently and they noticed the issue and said it needed to be immediately addressed or long-term damage would occur to the washer. I tried numerous times to get help or escalate to management at the store, nobody would return my calls. I ultimately paid to repurchase the feet that the installer kept and had to pay to have someone install them as I couldn't safely lift the machine off the pedestal and do it myself. Asking for reimbursement for the parts (feet) the cost to have them installed - total is $321.11. I have been a loyal customer of Home ********************** for many years and this whole experience has been frustrating as well as disappointing. I look forward to hearing from you. Receipts, documentation supporting the installer and my full letter sent to Home Depot is attached.
Business Response
Date: 06/02/2023
June 2, 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 is processing the refund requested by the customer, but it is not completed yet. ********************** does not consider 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,

*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Customer Answer
Date: 06/03/2023

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. As stated in the response letter by Home Depot, the refund that is due to me has not been received yet. Upon receipt I will consider this resolved to my complete satisfaction.

Sincerely,

***************************
Initial Complaint
Date:05/25/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Attempted to purchase a sale item Rheem Proterra hot water heater for $2239.99 80 gallon unit. Made numerous attempts on 05/20/22 and 05/21/22 and came into numerous error messages from your website and your iOS apple phone app. Once I was finally able to proceed to payment and shipping method, I was advised that the price had changed. I kindly ask Home Depot to honor the advertised price of $2239.99 plus tax and delivery and allow me to proceed with the purchase of the requested item. I also attempted to call Home Depot at my local store but was advised I needed to contact the corporate office as this was an internal computer problem and not an item carried at the store for the manager to remedy the price change. Please contact me to help me resolve this. I have attached a picture of the advertised price.
Business Response
Date: 05/31/2023
May 31, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: ***********************/BBB Complaint #********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has tried to contact the customer by phone and email on three separate occasions. Unfortunately, the customer has not responded to the team to allow them to assist him and address his concerns. Shall the customer need assistance with purchasing the online item, the team is willing to assist him. **************** has been provided with the teams contact information for future assistance. No further action is needed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32695193
Initial Complaint
Date:05/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,I took my elderly mom to Home Depot (Eastern Ave) to find some replacement light bulbs and prior to coming to this location we went to the (Golden Ring location/*********************) because it's closer to her home. The Golden Ring location did not have the bulbs that she needed, and they referred us to the Eastern Ave location. We paid for her other items and also used her military discount and proceeded to the Eastern Ave location. When we get to the Eastern Ave location, we located to bulbs proceeded to customer ********************** because the cashier did not know how to use the military discount. When we arrived at the customer ********************** counter one of the lady's assured us that they could use my mom's military discount but then another lady said No we could not use it because she needed to download an app on her phone, and I explained that my mom does not have a smart phone she's 75 years old. She doesn't understand how to do a lot of the new technical things of the world, but she does have her military ID and any other info that you may need. She refused to give my mom any discount and essentially dismissed my mom. I called customer ********************** and made a compliant, but I want you to know that this happened and its sad because a lot of older people do not understand app's and it's a shame that you would treat an elderly person that way. It bothered my family so bad that my uncle who is a devoted military Vet called me today and told us to stop going to Home Depot because Lowes doesn't treat folks this way and uses the military discount. It's sad because we have Home Depot Credit Cards and are long term HD customers.I think this needs to be rethought. And why is it that Golden Ring HD could give my mom the discount manually but Eastern Ave could not?????????? Not good Home Depot!
Business Response
Date: 06/26/2023
.June 26th, 2023
Attn: ***********************,Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** *****

*****************************/BBB Case #********

Dear **************

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding her military discount.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We offered the customer a $25 Gift Card.

With that said, The Home Depot considers this matter resolved.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

***************************
The Home Depot - *************
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Customer Answer
Date: 06/29/2023

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:05/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a door with an install at Home Depot in ******* ** on ****************. The door was installed. Currently, I am experiencing two issues. One minor issue, the door will not latch when closed meaning it can be pushed opened by a toddler if the door is not locked. This issue was noticed on Friday May 19, 2023. I called Home Depot on Monday May 22, ****************************************************** I have not been contacted as of today, May 25, 2023. The second issue occurred Wednesday May 24. ****. I am unable to unlock my door to get out of the house. I called Home Depot a little after 5 pm on May 24. 2023 and was informed that the installers had ********************** and the only installer was currently working out of town. I am concerned for my safety. The front door is locked as of today May 25, 2023 at 8:43am. I called a Locksmith on May 25, 2023 and was informed to contact the installer because of the issue. I was told by a member of the Hime Depot management team that Home Depot would not reimburse me for any fees paid to a Locksmith. The fee paid is not the issue, getting out of my front door is my main concern. paid $551. 86 for this door plus install. Order Number: H0119-169365. I want to be able to go in and out of my front door.
Business Response
Date: 06/22/2023
June 22, 2023

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************

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

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

We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding order ************ for a door and its installation.

The Home Depot has reviewed this case and on 05/25/23 our service provider came to the residence to review the difficulties with the door. It was determined a s**** came loose and was causing the door to catch. The service provider was able to tighten the s**** and rectify the situation. With that said, The Home Depot has addressed our customers complaint and considers this matter 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 do not hesitate to contact me if you have any questions.

Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 32679975
Customer Answer
Date: 06/22/2023

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.
Hopefully this issue will not happen again.

Sincerely,

***************************
Initial Complaint
Date:05/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For a few years I have had a Home Depot cred cd with a $1500 *** limit. Desiring to pay it off faster, in Jan. I paid an additional $150, which should have brought total down to around $1300. As i'm 84 yrs old & have a hard time remembering passwords, I called 3 wks or so later to find out bal. to determine next *** xtra I wanted to pay. Agent said my bal. was almost $3,000!!!!!! As my cred rating was only fair, & not only did I not request an increase, did not QUALIFY for one, - And definitely didn't purchase a single item since my addit'l pmt. I not only didn't buy the merchandise listed, but in NO WAY could have legally qualified for an addit'l $1500 on my credit limit! I disputed the chgs & the cred linit increase. They took chgs off for about 3 wks, then added them back on with a ltr saying I wa responsible for them. I sent cert. ltr saying I neither requested nor qualified for cred. increase/ nor made ANY of the purchases after my Jan pmt! They did not respond. Did not delete chgs. When I mailed cert. ltr at **********, agent who took mail saw it was to Home Depot & said "Home Depot - I am mad at them. They increased my cred. limit without my request!" I sent a 2nd cert. ltr to Home depot pointing that out, asking for a recording of my request so they could tell I did not make it - Also saying they could not in good business practices have given someone w/ my cred rating an addit'l $1500 limit. Still no response from them - nor have they removed the chgs of the items I did not purchase.
Business Response
Date: 05/30/2023
May 30, 2023

Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: ******************************* / BBB complaint # ********

Dear **************:

We acknowledge the receipt of the BBB Case # ********

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.

Citibank (************), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (************), NA, accordingly. At the conclusion of the review and investigation by Citibank, ******************************* will receive a response directly from them.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

Sincerely,

***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 32688750
Initial Complaint
Date:05/25/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 23, 2023 I ordered $1300 worth of merchandise from The Home Depot online to be delivered to me at my home. Order Number WP64892810. I have scheduled the delivery of Stepping stones now six times - 5/2, 5/3, 5/9, 5/12, 5/19 and now 5/25 and waited at home missing work without pay. The shipper has not attempted delivery. Home Depot refuses to help beyond rescheduling again and again and has not offered any recompense for the delays and my lost wages from waiting for deliveries that haven't happened. On 5/20 Filed complaint with Home Depot #****** said they would reschedule. No calls. No delivery.Six days I've waited at home, missing work without pay for this delivery of paving stones. No help from HD, and no delivery from their shipper ***** Express Lines who appear to be holding my stone hostage. I suggested to Home Depot that they send me the stone from their local stores, but they have refused.
Business Response
Date: 06/02/2023
Action was taken and your message was sent. Logged in BBB Portal Spreadsheet.
June 2, 2023

Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********************************************************************>*******,** 30303

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

Dear ***************,

We acknowledge the receipt of your BBB notice dated May 25, 2023, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The Online Resolutions team advised; we were able to process the refund in the amount of $360.58. The refund is released on our end but can take 3-5 business days depending on your financial institution. We have also sent you a $100 Home Depot e-gift card to your email. The confirmation number for this e-gift card is CSD6JW7YYG.

With that being said, The Home Depot considers the matter closed in our office.

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,

******************
Executive Escalations
Phone:***********************
Fax:************
**:32683008

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