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
- 12,014 total complaints in the last 3 years.
- 3,512 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:04/13/2023
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.
We have been working with the Home Depot in ************ ** to assist with replacing items that were damaged due to a leak in our home. We have been met with nothing but problems since. Initially, we went to the kitchen design department and spoke with ************************ We explained the problem and let her know we wanted an estimate to redo our kitchen. She told ** we needed to have measurements completed before we could start a design so we paid and scheduled a time for them to come out and provide the measurements. ***** had gone by after they came and completed the measurements and we hadnt heard anything. We reached out to **** at least three times and she said she had not heard back and didnt have the measurements yet and she would let ** know when she received them. Finally, we got fed up and went to the store and asked her to call the contractor they work with while we were there. She calls them while were sitting there and they informed her that she needed to check her email because the measurements were sent to her a month ago. We finally come and **** does the design and gives ** an estimate that we can provide to the insurance company. Insurance did not give ** enough money to cover everything so we let **** know we can only replace the island cabinets and we need to choose ones that look the same as what we currently have. She shows ** some cabinets and says that these are the ones that closest to what we have and she ensures ** that they will look fine when compared to the cabinets currently in our house. Verbatim she said itll look fine. You wont even be able to tell. If it was going to look bad I would tell you. Dont worry.We place the order in November. The order was shipped in November. January comes and we still dont have cabinets. We called **** a couple of times and finally she reached out to the company and we get our cabinets delivered. Spoke with **** again and she said the installer they typically work with would not come out just to install island cabinets so she gives ** a list of other contractors that Home Depot uses. Other contractors come out and we discuss how they are going to install the cabinets and we get a price. Installers agreed that they would cut circular holes around each pipe so that it would look presentable. Once the installation was completed we see that not only did they not do what we agreed on, but they damaged other parts of our cabinets. They cut one huge rectangular hole at the bottom of our cabinets around all the piping, they cut a hole in the back of the cabinets in the wrong spot so now the hole for the outlet is three times bigger than necessary and has a huge gap, there are tons of scratches on the sides of the cabinets where they put the outlets that cant even be covered by outlet plates. When my husband asked him about those things he gives ** ways and ideas that we can fix it ourselves. Absolutely not. On top of that, after the island cabinets were installed we see that they look completely different than the cabinets we already have (contrary to what **** said) so now we need to replace all of them. We dont even complain. After we have the money to replace the remainder of the cabinets we go back to Home Depot to order them. We sit with **** and explain to her what happened and that we want to order the rest of them. We made it clear that we wanted to keep the same exact layout that we already had, we just needed to order new cabinets to replace the others. After coming back and forth multiple times to create the design (she left ** there because it was either time for her lunch on some days or it was time for her to get off) she finally finishes the design and gives us the price. When we go to pay our card did not go through because it was over our daily limit and at that time the bank was closed so I agreed to come back the next day just to make the payment. After calling the bank to increase our limit for the day I come back the next day to make the payment and she gave a price that was significantly higher than the price she gave us the previous day. I make her aware and she begins going back and forth with me telling me Im wrong and that the price is the same. Eventually, I ask her to see the design and the pricing so that we can make sure its exactly what we ordered and she tells me no. I reiterate the fact that I want to make sure everything is correct due to the discrepancy in the pricing and again she tells me no I dont need to see it because she knows its right. At this point, Im frustrated and step away to call my husband. While Im on the phone I see **** in the corner of my eye waving me over. I hang up and walk over to her and she says oh you were right that was the wrong order, I found the correct one. She shows me the new total and it matches up with the one from the day before. So had I not caught it she would have placed the wrong order and we would have received the wrong cabinets. Again, I ask her to see the paperwork to verify that the order is correct and she refuses and tells me to just pay. At this point I walked away. We went to another Home Depot and asked them if they would be able to use the measurements and information they have in their system to do the design and place the order. The lady looks up our phone number and says that all of the different items that are in our file are confusing and she has no idea whats going on so we would need to go back and work with the same lady. We go back the the Home Depot in Fayetteville and I attempted to work with ******* But again, he looks in the system and says that there is a lot going on with our file and its hard for him to understand what has been done so we should work with ***** I end up calling and speaking with a manager, **. ***, to explain everything that has happened and express my frustrations and request assistance when working with ************* *** was very polite and said the next time I come in she would have someone come and assist. From there, we come back another day to speak with **** and she ensures us that the order is correct, however, I ask to speak with a manager because at this point Im beyond frustrated and I had already spoken to Ms. **** **** then says that she needed to leave and go to lunch so I should come back the next day at 4pm to speak with Ms. **** I come back the next day and ask **** to call for Ms. **** She says that she will call her once we are done with paying and tying up loose ends with the order. She ends up finally finishing close to 5pm and at that point she says its time for her to go home and she needs to leave. She prints out the paperwork needed for me to checkout and officially order the cabinets and said that she called Ms. *** and she will be right ********** leaves. As Im sitting there waiting for a manager another associate comes over and asks if I had been helped. I let her know that **** had called Ms. *** and I was waiting for her to come over. The associate then tells me that Ms. *** isnt even here and she gets off around 2pm so she calls another manager. The manager finally comes over and asks me whats going on and says that **** never called her. So I had been sitting there waiting for a manager that **** never called all the while **** was somewhere in her car headed home. I explain to the manager my frustrations and she gives me the schedule for Ms. **** I come back another day to speak with Ms. *** and fill her in on things. She apologizes and we place the order and she submits a claim for the damaged island cabinets. We finally get the cabinets in and we have our installer come out. Before they put up the cabinets they let me know that it looks like they may not fit, but they would try to install them and see just to be sure. Lo and behold the cabinets ordered do not fit our layout and one of the cabinet drawers looks completely different than the others. So here I go on my to Home Depot AGAIN. At this point, I know ************ schedule so I come on a day and time that I know both her and **** would be there. I come and speak to Ms. *** to fill her in yet again and she calls over ****** to assist me with working with ***** ****** was very nice and pleasant and had helped me a couple months prior with ordering our flooring so we were familiar with one another and I also informed her of everything that had been going on. She apologized and walked me back to ***** desk. Mind you, **** is supposed to be working but no one has seen her. We get back to ***** desk and shes not there. So ****** calls her and lets her know that we are there waiting for her. While were waiting ****** looks in our file to see what she can start to do to assist and says that there is too much going on and it may be best to just work with ****** and there was no need for me to sit and wait for ***** She asks me to send her pictures of everything so I did. She lets me know that ****** is off and tells me he will return on Monday so I can come in and speak with him. After I send the pictures I get an email from **** (apparently they share an email and she saw the pictures I sent). She states that its clearly an installer error and sends us the picture of how the layout should be based on what she ordered (mind you this is my first time ever seeing this layout). I reply and let her know that based on the layout she sent over it still would not fit and that something is off. She then responds and says that we need to move our stove 4 inches to the left to make everything fit. Ridiculous. The stove was in the same place it was when they came to do the measurements and has not moved since. We made it very clear that we wanted the same layout we had previously so there would be no need to move the ****** over. She then calls me on the phone at 6pm (she gets off at 5pm so Im not sure why shes reaching out to me ESPECIALLY since shes left me in the store multiple times because it was time for her to get off). Shes on the phone going back and forth with me about how the measurements are correct and we just need to move the stove over. I explain to her that if it was correct we shouldnt have to move anything and she still wanted to argue so I hung up. So Monday comes and here I go again coming back to Home Depot to speak with ******* I go to the back and ask for ****** and was told that he called out and was not here that day (completely not his fault). At this point Im livid. I ask to speak to the store manager, ******, and she was busy so she sent over the specialty manager, ****** ***** comes over and I give him the details of EVERYTHING. He was very polite and knowledgeable and he apologizes. He says he will look into things deeper and see if he can have the cabinets in our home picked up and just start the process over and also provide compensation for everything we have endured thus far. He says he will get back to me and that they will work everything out. Fast forward a few days, I get a call from ***** and ******* They explain that the stove needs to be moved to the left or we need to order and pay an additional $500 to have two additional cabinets ordered. I explain the situation and let him know that if everything was done as we agreed we wouldnt have to move anything and the cabinets should just fit. He says that if we dont want to move the stove we can pay for the additional cabinets. I tell him no and since Home Depot messed up then Home Depot needs to fix it. ****** then says that the layout **** created is different and the installer should not have put the cabinets up without the layout. I let him know that the installer did what he was supposed to do based on the layout we had previously since thats what we told **** we wanted and on top of that **** never provided ** with the layout so how were we supposed to know she did something different. At this point Im over it and ask to speak to ******, the store manager, or *****, the specialty manager. They put me on hold for a while and ***** finally gets on the phone. He then restates everything ****** said and explains that based on how they explained everything and how they wrote it up that Home Depot will not let them cover the cost or fix anything. I then explain to him that the options they gave to move the stove 4 inches to the left wouldnt even work because the cord is too short and he said the only thing he can do is provide ** with a longer stove cord. This does not help with everything we have been through thus far and it definitely does not help the fact that we have spent money to have installers come out and do a job, well have to pay them to come back and take everything down, then pay them to put everything back up properly. At this point Im ******* I had a baby in June who was born with health complications and Ive had to tote her back and forth every time I needed to come to Home Depot, Ive had to lose money because Ive had to take off of work to come to Home Depot repeatedly, and on top of that we have not had a kitchen sink since this whole thing has started (June of 2022) because you cant install countertops without the cabinets being done. We have spent over $15,000 with Home Depot between purchasing cabinets, countertops, backsplash, flooring, kitchen sink, faucet, etc. and this is how were treated. Im appalled and disgusted by the sheer ignorance and disregard that Home Depot has displayed for their paying customers and would never recommend them to anyone. Home Depot needs to fix the issue. Whether its coming to get the cabinets and redoing the order along with monetary compensation for the money we have spent on the installers as well as the inconvenience of everything that has happened thus far or refunding us EVERY RED CENT we have spent.
Business Response
Date: 05/12/2023
May 12, 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 connected with the customer regarding their experience and their cabinet concerns. The store team and ************* are working together to ensure this customers concerns get address in a timely manner.
The Home Depot considers this matter an active investigation.
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:04/13/2023
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 October 31, 2022 Home Depot sent a refund check of $2946.76 for overpayment on a credit account when the account was closed. I cashed that check and everything was fine. On November 7, 2022 Home Depot sent another check for the same amount. I knew this was a duplicate payment and did not cash the check, but held on to it. In February 2023, I received a bill for the $2946.76 amount saying that I owed them this amount. When I contacted Home Depot about the issue they stated that I should cash the second check and then send them a check for that amount. I deposited the second check and the check was returned with the reason of 'Stop Payment'. Now I have Home depot reporting the delinquency of monies not owed to them to the credit bureaus and harassing me for the money that I do not owe them. One customer ********************** rep even stated that she could see on the account that all of this had transpired as I am stating above, but that I still needed to provide proof of the transactions. I have sent them copies of my bank statements to show that I did not get this second payment from them without issue and I sent a copy of the 'bounced' check. They are currently telling me that this could take up to 6 weeks to resolve on their end. In the mean time my credit report has been hit and is negatively impacted.Business Response
Date: 04/21/2023
April 21, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************************************************************** 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 (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, ************************* 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: 32202051Customer Answer
Date: 04/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:04/12/2023
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.
Ordered online and picked "Curbside Pickup" from the options. Arrived to the store, parked in spot 1 for curbside pickup and used the app to check in. The check in went through and I got the "Sit back and relax" or something to that effect screen. After about 15 minutes of waiting, I decided to call the number posted on the sign and dialed the extensions given. The phone rang for about 5 minutes...nobody picked up. Chatted with support through the app...they tried to call the store and they put the agent on hold. I decided to go in the store and pick up my order but the line was super long and was moving very slowly. This is the second time this happens with curbside pickup...why even offer the option?After wasting all that time, I came home without the order. I would like the items delivered quickly...I will not go back to the store to waste more time and gas.Business Response
Date: 04/24/2023
April 24, 2023
Sent Via Email
************************************** 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 Online Order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has shared **************** regarding his order. The Home Depot has contacted our customer and advised that the order was changed to Ship to home delivery to be received 04/14. The Home Depot considers this 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.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 04/25/2023
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:04/12/2023
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'm on my third terrible experience with Home Depot Installation Services. I think the name has changed, but they still offer the same outstanding poor service. ** October of 2021, I contacted Home Depot concerning a fogged window pane. Home Depot covers the warranty for ******** window installation. The the fogged sash was measured in October or early November of 2021. ** January 2022, I checked on the replacement sash and was informed that the sash for the fogged window pane had never been ordered. In April 2022, still no word on a replacement sash. Finally, in August of 2022, I wasnt contacted for installation. Since I was on vacation, I delayed installation until October. In October 2022, the installers showed up with the replacement sash, but it was the wrong size. While there, they measured a broken sash that also required replacement. Home Depot later indicated that it would take ***** weeks for replacement sashes. After fourteen weeks had passed, I called Home Depot in February 2023 to check on the order. As before, the order was never placed. Later I was told that the sashes would be delivered on March 14, 2023. Installation was scheduled for March 30th. The order was lost, but installation was rescheduled for April 4, 2023. On April 4th, the installers arrived, but with only one sash and it was broken. They reported the problem to the installation coordinator, *******. I called Home Depot on April 5, 2023 to check on the order. I couldnt speak with *******, but was told and email/message would be sent to ******* and the Manager. I called again on April 6 and was told they found one sash and the broken one was reordered. I contacted ****** who takes care of the installation to see if she could get better information from *******, but I am still waiting. Note that ****** and the actual installers have been great. The root of the problem is order placement and delivery to Installation Services. At this point, I don't believe them.Business Response
Date: 05/11/2023
May 10, 2023
Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ******************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Branch Install Manager, who ensured the customer was scheduled on May 10th for the sashes to be replaced. After the appointment, the customer reached out via email stating the sashes are the incorrect size. We forwarded the pictures the customer provided to our business partners to ensure we can order the correct items.
With that being said, The Home Depot does not consider this matter closed. We will continue to work on this until satisfaction.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 32197894Customer Answer
Date: 05/11/2023
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:04/12/2023
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 paid Home Depot $4,329.98 for 10 Bird Of Paradise Artisan Kitchen Aid Mixers. I wanted to return 7 they canceled my return labels so, I returned the returning 7 in store. Now theres 3 of them that are lost with ***** and they will not come to a resolution with me about that because those packages being lost arent my fault. They keep saying dispute with my bank, but thats my last option. I rather just go ahead and try BBB. Keep in mind I received 7/10 and the other 3 have not shipped.Business Response
Date: 04/24/2023
April 21, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************
RE: ************************* / BBB Case #: 19929272
Dear *************:
We acknowledge the receipt of the BBB Case #: 19929272
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. The Online Executive Escalation team contacted and advised the customer to dispute the missing items with the FedEx carrier and/or his financial institution to be reimbursed.
With that being said, The Home Depot 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
The Home Depot - Customer Care
P:***********************
F:************
Reference No. 32195182
..Customer Answer
Date: 06/29/2023
I ordered 10 Kitchen Aid Mixers for my grand mothers cooking class and Home Depot denied my return because I got the wrong color. I returned 7 in store because they said return in store for an item that is returnable online VIA **********, drop off or return in store instead they have that stupid TRE (The ***************) they are denying my returns. The order total is $4,329.89 I received $3030.92 back only im waiting for the other 3 to be refunded they're literally holding off until the 90 days, so I don't get a refund.Business Response
Date: 07/05/2023
July 5, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ************************* / BBB Case #: 19929272
Dear **************:
We acknowledge the receipt of the BBB Case #: 19929272.
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. The Online Executive Escalations Team contacted the customer via email/phone to confirm receipt of the gift card offered in lieu of a refund for the missing items. The team was unable to reach the customer;however, if any additional assistance is needed, please advise the customer to contact the agent who reached out to them (********* @ ************************).
With that being said, The Home Depot 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
The Home Depot -Customer Care
P: **********************
F: ************
Reference No.32195182Initial Complaint
Date:04/12/2023
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 02/24/2023 I purchased a ******* Washer/Dryer from Home Depot online. Order #WE15237556 for $1,609.81 On 03/08/2023 Home Depot came to my home with the washer and dryer but was unable to install it because my Garage Door would not open and they cannot fit down the basement door. They left the washer and dryer in my living room and left. I paid a contractor $475 to repair my garage door. On 03/30/23 Home Depot came to my home and reviewed the dryer and said it was defective and would not able to install it and told me to call and request a replacement. They left the washer and dryer in my living room. I called extremely irrate. They said they would be back out 04/05/23 with a new dryer and will install the washer and dryer and take the defective dryer with them. On 04/05/23 Home depot came to my property. They moved the washer to my basement. Then they told them the dryer they brought with them is defective as well. Home depot has brought 2 broken dryers to my home. They left the washer and took both defective dryers with them. I called later that day and they told me to call back the next day. The next day I called and rescheduled. They said they will come out with a new dryer 04/12/23. On 04/12/23 at 12:42pm Home Depot called me saying the tech is running late but will be there. At 2:12pm I got a email saying the tech is two stops away. At 6:14pm Home Depot called me saying they are unable to come out and I have to reschedule for Monday 04/17/23. I called Home Depot to request a refund and pickup After explaining the story 3 times I requested a supervisor. I was disconnected. Home Depto has cost me time off work, money and extreme stressBusiness Response
Date: 04/24/2023
April 21, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE:******* Constant / BBB Case #: 19929249
Dear *************:
We acknowledge the receipt of the BBB Case #: 19929249
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. The Online Executive Escalation team contacted the customer to apologize for this experience and to confirm a successful delivery on 4/21/2023; the customer confirmed. As a customer ********************** gesture, the Online team discounted the customers order for the inconvenience.
With that being said, The Home Depot 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
The Home Depot - Customer Care
P:***********************
F:************
Reference No. 32195198Customer Answer
Date: 04/24/2023
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:04/12/2023
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 rented a Mantis Tiller from Home Depot today, when I got it home my son started to use it then he noticed that the tines that till the soil were on backwards. The tiller was hardly cutting into the soil and we have just finished having a good rainy season. Our ground was not super hard. We continued to try and work with it, it became harder to use than just doing it by hand. So we finished the job by hand. Then we cleaned up the mantis and returned it to Home Depot. I explained to the worker that the tines were on wrong and he stated that they were all like that. I again explained that for the tiller to work the knife edge of the tiller would have to be cutting into the ground to effectively work. I then went to another ******************* on the shelf and pointed out that the tines were facing the correct way and the opposite of the one I had taken home. He then stated that the Tiller I borrowed should one till the first 1in to 1.5 in Which is not the description that this tool has on the Home Depot tool rental website nor what I believed I was renting. I was told that it was put together correctly and they gave me back my deposit minus the rental fee. When I tried to explain to Customer ********************** about the tool they had rented me they said they could not help me and to talk to the tool rental people again. I would really like a refund to the tool retail because it was not put together correctly and we did not use it anyways cause it did not work. I am attaching all the paperwork plus pictures of the tiller we borrowed and the one on the shelf. Plus the description of the tool I believed I was renting. I am requesting the Better Business Bureaus help as Home Depot was completely in the wrong by renting a tool that would not work unwilling to help resolve the issue. Thank you and I look forward to hearing from you. *****Business Response
Date: 04/18/2023
April 18, 2023
Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with the Store Team, who refunded the customer in full, for the rental.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 32197890
Thank you kindly,Customer Answer
Date: 04/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:04/12/2023
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 February 23, 2023 I purchased a kitchen undercabinet vent hood from Home Depot store **** in ******* and paid $199 for the vent hood and $99 for installation (order number H****-227687) so the air will vent to the outside. After installation, I saw that air was blowing back into the house from the joint between the cabinet and the vent hood. I called the installers, and they told me this is normal and put patch-up tape to try to seal. Air was blowing back into the house from a place it should not. It also provides a place where oils can accumulate and in time become a fire hazard.I contacted Home Depot many times, sent them videos of the leakage and also the patch-up tapes the installers added. Home depot said this is normal and there is nothing they can do and sent me a denial letter. I wrote to the manufacturer of the vent hood Vissani and sent them the videos I shared with Home Depot. ******* said the installers did not follow the correct installation methods and did not seal the unit properly, and very clearly said the installation is wrong. I sent the manufacturers recommendations to the Home Depot, and they said once a denial letter is sent, there is nothing they can do to overturn it. They made this statement even after they had the information from the manufacturer that the installation is wrong.Business Response
Date: 04/21/2023
April 21, 2023
Attn: Mrs. ****************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
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 a range hood ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has provided the customer with compensation for the range hood and installation.
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 customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: 32119527Customer 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:04/12/2023
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.
New carpet installed in our home in 2017. ******* appeared shortly afterward. We split the cost of re-stretching the rippling areas with **** Depot. Eventually, all the ripples re-appeared, with more that followed. We have counted 22 places where our carpet has ripples. Obviously, this carpet is defective. We filed a claim with **** Depot, ( [Ticket: ******* ] MB **** ******** 125528124/198027017 ROLLING CARPET) and followed that up with pictures of the rippling, as requested. That was on March 14, 2023. Since then, we have not even received the courtesy of an acknowledgment of receipt of the pictures, despite us asking for an update on the matter on March 28, 2023. It seems the ************************ of **** ********************** just hopes our claim will go away if they ignore us long enough. We are terribly disappointed in **** Depot, a company we once thought was honorable. Defective product, defective installation, defective customer ********************** seems to be **** Depot's unwritten motto.Business Response
Date: 04/19/2023
April 19, 2023
Sent Via Email
Attn: ****************************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *********************** BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Canadian Executive Escalations Team regarding the customers case. At the conclusion of the review a denial letter was sent to the customer as the warranty has expired on their merchandise.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********/Ticket 5184251Customer Answer
Date: 04/19/2023
Complaint: 19927571
I am rejecting this response because: it fails to take into account the laws of the ******************** pertaining to the implied warranty of fitness for goods sold for a specific purpose. Rather, it simply parrots the voluntary, minimal warranty that Home Depot hopes will dissuade people from pursuing their rights-at-law. Home Depot sold us a fundamentally defective product.Sincerely,
Don And *****************************Business Response
Date: 04/20/2023
April 20, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***********************/ BBB Case #: 19927571
Dear **************:
We acknowledge the receipt of the BBB Case #:19927571.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
As previously stated, The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Canadian Executive Escalations Team regarding the customers case. At the conclusion of the review a denial letter was sent to the customer as the warranty has expired on their merchandise.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***** Baxter
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: 32195292Customer Answer
Date: 04/20/2023
Complaint: 19927571
I am rejecting this response because: Home Depot continues to deny its responsibility for defective material and workmanship, despite overwhelming evidence that the carpet has failed to meet reasonable expectations for a product of this type. Home Depot's response is shameful. Unless Home Depot addresses our concerns in a reasonable way, we will have no choice but to relate our experience in a BBB review and by word of mouth. Never buy from a fly-by-night company that treats its customers shabbily once it has their money.
Sincerely,
Don And *****************************Initial Complaint
Date:04/12/2023
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 December 12, 2020 I purchased a Rheem Water Heater from Home Depot *********** # ****. On April 12, 2023 my plumber advised me that the water heater unit was defective and thus not making hot water and should be returned to Home Depot. The purchase price of the unit was $599+tax. Home Depot would not replace the unit, only give me partial store credit for the unit. In addition, there is a price differential on the same heater unit between December 2020 and today. Home Depot charged me an additional $268.10 for me to replace a defective water heater sold by Home Depot. I had no choice at that time as i had a plumber waiting and need hot water. The manager at the store, *******, was useless and ineffective in helping me. he even refused to sell me extended warranty on replacement unit. Considering the thousands of dollars of business i have given Home Depot over last 30 years as a homeowner, Home Depot *********** # **** manager *******'s behavior was disgusting.Business Response
Date: 04/21/2023
More saving. More doing. *******, ******* 30339
April 21, 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 store manager has reached out to the customer to address the concerns expressed in the complaint. The customer has been offered a one-time courtesy gift card which will be sent by mail and is satisfied with the resolution. 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: ********
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