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

11,966 total complaints in the last 3 years.
3,437 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:05/06/2023
Type:Delivery 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 **** Deere Z330R mower on 5/2/2023 and was provided a delivery date of 5/5/2023. None the less on 5/5/2023 I was notified by text that I was 8th in line for delivery that day. By 4:00pm I was sent another text that the mower was loaded and heading my way but by 9:00pm still no mower or any contact from Home Depot. I promptly called the store looking for some sort of guidance and was placed on hold for 25 minutes only to be told they don't know what happened and that they would call me the next day. Well the next day came and no phone call, no follow up, no nothing! I placed a call to corporate customer ********************** and was told they would contact the store manager and district manager to sort things out and that I would receive a call from either one of them to get the mower delivered. No phone calls from anybody but I did receive a text that said the mower would be delivered on May 10th which is not acceptable as this mower is not special order and there are numerous ones available at the store. I already took one day off at my cost and now I have to take another because home depot cannot make a simple delivery when they say their going to. Instead of placing my order at the top of the list they send me to the back and basically start over, this is ridiculous.
Business Response
Date: 05/15/2023
May 15, 2023

Attn:***********************

Customer Experience Specialist

**********************

Serving Metro Atlanta, ****** & Northeast *******

********************

North Tower, Suite 900

*******,** *****

RE:***********************/ BBB Complaint#: 20027094

Dear ******,

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction 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 Home has delivered the customers mower.

With that said, we have addressed the customers concern and consider this matter resolved.

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

Sincerely,

***** F.
The Home Depot Executive Escalations
P:********************
F:************
SF#********
Customer Answer
Date: 05/15/2023

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:05/06/2023
Type:Product 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.
According to a recent BBB complaint, #******** has not been resolved to my satisfactory. As I mentioned. First, product was taken from my property that was tied to leveling work that was not completed. **************, stated that I was already refunded for the item "returned". The bag was "Taken". Secondly, a check for an amount of $103 (with no explanation) was sent and I later discovered after conversation with ************** that it was for the bag. However, the reason for the purchase was to have the foyer area included with the entire bottom to be leveled. I am disappointed that my claim has been overlooked and the contractor that was not professional or provided any records has been given more consideration. Now, Home Depot expects for me to allow them into my home to take pictures of the work when they are not considering refunding me. The vinyl floor is not connected. And eventually will need to be redone. I am requesting a refund for leveling and flooring including labor to contract another business that cares about the flooring workmanship.
Business Response
Date: 05/26/2023
May 26,2023

Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303

RE:Ganese Banks / BBB Case # ******** (********)

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

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********.However, we have been addressing this matter on complaint ********, which now shows closed. I provide the following interim response to this complaint.

The Home Depot has carefully reviewed and investigated this matter and has been in contact with our customer, ****************** team and inspected the floor. The customer agrees with the following resolution in that we will rework the leveling of the foyer floor and certain areas of the quarter round, as discussed. Once this has been completed we will address the inconveniences she had experienced.

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

Best Regards,

**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case: ********
Customer Answer
Date: 05/30/2023

Complaint: 20026815

I am rejecting this response in part because it does not address the following:
1. Timeline. I would like for this to be completed before July 4, 2023.
2. My concerns with Home Depot utilizing the same company to rework and level the flooring. This has been addressed with *****************************, District Service Manager.
3. Debris left in tub(that discussed with ************** during her on-site visit and in a separate email.
4. Fireplace -molding is not attached.
These items above are not mentioned. I was not afforded another flooring company after I expressed concerns. Although, I agree to get this completed, and hope the resolution will satisfactory as I requested ***************** be the communication liaison between me and ********************** Project Manager due to past experience .
In addition, I do not have a concrete date as when the work will be completed and will agree with a scheduled time on the calendar. Thank you
Sincerely,

Ganese Banks
Business Response
Date: 06/06/2023
June 6,2023

Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303

RE:Ganese Banks / BBB Case # ******** (19950470)

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

We acknowledge the receipt of a rebuttal for the Better Business Bureau Consumer Complaint #********.

The Home Depot has carefully reviewed and investigated this matter and has been in contact with our customer. The customer agrees with our suggested path for resolution as we continue to address her concerns. Once completed we will discuss compensation for the inconveniences she had experienced. The Home Depot does not consider this matter closed however, provide this response before the required deadline.

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

**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case:32265827
Customer Answer
Date: 06/06/2023

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,

Ganese Banks
Initial Complaint
Date:05/06/2023
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.
I purchased windows from The Home Depot and they were also the installation contractor. My windows were installed in January 2023. One window was not installed because damage was found to the framing around that window when the old window was being removed. The Home Depot and I agreed I would make repairs to the window framing and then they would return to install that window. Several of the other windows they installed were installed poorly and have serious drafts (air can be felt coming into the house around the windows). All of the problems were communicated with them and I was assured in January that repairs would be made. The Home Depot had to order some replacement screens and window sashes from the window manufacturer and said they would return to complete repairs when the parts arrived and they would install the last window at that time. In late March, a rep came and replaced some screens and some sashes. He learned one of the replacement sashes he received was damaged and needed to be reordered. He told ** he was unable to install the last window and that one of the installers would have to do the install. He said that person would also perform several other tasks like completing the aluminum trim work around the outside of several windows. To correct the severe drafts on several windows, I was told their plan was to apply caulking to the inside of the windows between my new windows and the interior wood trim. It is my belief the installers did not install any insulation around the new windows during the installation and they now want to correct the problem the easiest and cheapest way possible by only applying caulking to the interior of the window trim. We have called The Home Depot twice since late March to get a date for having all the repair work completed and for getting the last window installed. It is now May 6 and we still do not have a date for when the work will be completed.
Business Response
Date: 05/10/2023
May 10, 2023

Attn: ***********************

Customer Experience Specialist

**********************

Serving Metro Atlanta, ****** & Northeast *******

********************

North Tower, Suite 900

*******, ** *****

RE: *******************/BBB Complaint#: 20026187

Dear ******,

On behalf of The Home Depot, I apologize for any inconvenience the customer has experienced regarding a transaction 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 spoken with the customer and set an install date for May 19, 23.

With that said, we have addressed the customers concern and consider this matter resolved.

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

Sincerely,

***** F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********
Initial Complaint
Date:05/06/2023
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.
A refrigerator was purchased from Home Depot. Following the day of delivery I noticed water in my basement, the water line was installed incorrectly and had leaked all over the floor overnight. The fridge didnt cool or freeze on 2/3rds of the inside, I noticed this after my frozen items had melted overnight. The replacement fridge was delivered with physical damage on the back at the water line. The installers suggested it be rejected to not cause anymore property damage from a leaking water line as well as not being able to receive a replacement in the future due to the physical damage if I accepted the delivery. At this time Home Depot cannot provide a confirmed installation date on the refrigerator.
Business Response
Date: 06/05/2023
June 5, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
************************************************************************************************
RE: *************************** / BBB Compliant # ********

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

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

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent delivery.
The Home Depot has reviewed this case and reached out to all parties involved. At this time, **************** acknowledged that the defective unit was picked up and a replacement received. We offered the customer compensation, and he accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, we have addressed the customers concerns and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********
Initial Complaint
Date:05/06/2023
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.
I placed 5 orders directly at that store for me to pick them up. They ONLY notified me via email that 2 of the 5 orders arrived. The other 3 I had to do my own research on by calling and tracking it myself. I talked to so called management at the store who could have cared less about my situation as a customer. I called on Thursday evening and was told by one of them that 4 of them have already arrived AND that the 5th order was going to arrive later that night via ***** and be ready for pick up the next day. The next day which was Friday I called there. Spoke to a so called customer ********************** supervisor by the name of **** who said it didn't arrive the previous night and that she'll look out for it in the afternoon after they get their other ***** shipment and call me back. She called and then told me it wasn't on that shipment either and that the best option is for it to be reordered because it's "lost in the mail". I then asked her WHY she can't even bother to go the extra mile by contacting ***** to track the package directly with them? She reluctantly told me that she can try but they won't give her any direct information about where it is right now. She said she'll call them and call me back again afterwards. She never called me back. I contacted ***** myself and according to their invoice they delivered the package all the way back on April 28th at 4:35pm which was signed by *****. I called **** back and gave her that information. She claimed she wasn't given that information by them and that the ONLY thing they told her was that it was "shipped".She claimed that they searched the entire store and still couldn't find it and she then had the nerve to get sarcastic and rude with me by saying "I can't make this package magically appear". I then spoke to another manager named **** who then confirmed with me that the package was delivered on that date but that their associate NEVER scanned the package and that's WHY IT'S NOWHERE to be found! This is unacceptable!
Business Response
Date: 05/09/2023
May 9, 2023

Sent Via Email

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

RE: *************************** /BBB Complaint#: 20025875

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

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

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Executive Escalations Team. The executive escalations team contacted *************** regarding her experience as it relates to her missing item. The store failed to assist with the tracking of her missing item and advised her that she will need to track item herself. **************** contacted ***** for tracking status was advised that the delivery was completed. **************** informed the store that one item did not arrive, and store team placed a reorder for **************** for the missing item. I apologize for her store experience and provide **************** with compensation for the inconvenience. **************** accepted offer and will receive electronic gift card via email. The executive escalation team advised *************** regarding her store experience it will be forward to the store manager to address with the named associates within her compliant. No further assistance is needed at this time.

With that being said,The Home Depot has addressed the customers concern and considers this matter closed.

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

Sincerely,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********
Initial Complaint
Date:05/05/2023
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.
To whom it may concern,Store location:HOME DEPOT ********************************************************************* I will like a critical review of my order number H3811207975 and a resolution to this issue.I went to Home Depot in ******** **** for a patio door. A technician/installer was sent to my house and all the measurements and whatever he needed to do was done.I was called by the store, our patio is not standard and that it will need to be customized. I agreed , went to the store and finalized payment.05/3/2023 was the installation day given. I received a call from the installer ( same guy who came to take door information) and he said upon arriving at the home-depot pick up department he realized the door was wrong. I asked him to take pictures for me to see and he did. I still didnt understand what he was saying , so I proceeded to drive to the store location to take a look at the door.I got there and realized the door opening was definitely wrong. Opening from inside the house should have been from right to left but it was done vice versa.I got in contact with the associate and we both(installer) explained what was wrong.He said as long as i signed the paper before the door was made, he cannot do anything about it and the installer needs to take to my house and install as it is.I was very confuse about such ********* response. I asked for a manger.Well that did not help at all as the ***************** came irritated. He confronted me with aggression. He ********** what his associate stated and told me to get off his store if l dont agree with it. Threatened to cal the police, wow!When I begun to record him because of the threat and proceeded to walk away.I was shocked, I have to take a foot that was wrongly done just because I made a payment signed a paper. I told him I will call cooperate and he told he knows what to tell cooperate and I will never get my money back.Is this how low Home Depot integrity is? Installer name was **** and his number is *****************.I need my money back. I wont take a door that was done wrongly by your associate. This is unacceptable .
Business Response
Date: 05/30/2023
May 30, 2023

Attn:***********************

Customer Experience Specialist

**********************

Serving Metro Atlanta, ****** & Northeast *******

********************

North Tower, Suite 900

*******,** *****

RE:***********************/ BBB Complaint#: 20025011

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction 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 Home Services team has contacted the customer and issued a letter of denial.

With that said, we have addressed the customers concern and consider this matter resolved.

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

Sincerely,

********************
The Home Depot Executive Escalations
P:********************
F:************
SF# ********
Initial Complaint
Date:05/05/2023
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.
I purchased a **** dollar refrigerator from Home Depot. It arrived severely damaged. My wife accepted the delivery but did not open the box. I get home a month later from work to find the damage and they would not refund or replace. The damage was done and the box was intentionally covered up with brown tape to hide the hole. Even after emailing this evidence, they refused to give me a full refund or replace the fridge. I would like a new fridge.
Business Response
Date: 05/06/2023
May 6, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************** / BBB Compliant # ********

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

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

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent delivery.
The Home Depot has reviewed this case and reached out to all parties involved. On May 6th we called and spoke with ********************************* regarding order #H8998-180703. At this time, we offered the customer compensation, and he accepted the offer. Per ****************, he will visit the store at his earliest convenience.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @*************************).
With that being said, we have addressed the customers concerns and consider this matter resolved . Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Reference# ********
Initial Complaint
Date:05/05/2023
Type:Order 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.
In early November of 2022 I received a letter from Home Depot stating that I was owed $179.44 in wages. I do not work for Home Depot. I was hired by them several years back and immediately became injured. I was employed for about a month before this happened. And then I resigned while recovering from the injury. I was asked by the letter from Home Depot to indicate if I had received the payment of $179.44 and I indicated I had not. I indicated I was entitled to the payment and payment was not received. I had the paper notarized and sent it back to Home Depot. However I never heard back from Home Depot. I would like to get a check sent to me in the amount of $179.44. Attached is a copy of the letter in question.
Business Response
Date: 05/16/2023
May 16, 2023

Sent Via Email

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

RE: *************************** /BBB Complaint#: 20024529

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

We acknowledge the receipt of your notice dated May 5, 2023, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding wages with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Associate Relations Team. The Associate Relations team will contact *********** with a resolution.

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

Sincerely,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********
Initial Complaint
Date:05/05/2023
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 am writing to express my extreme disappointment with the custom order of kitchen cabinets that I recently received from Home Depot. I placed my order on April 5th, 2023, and after waiting for over a month, I picked up the order on May 4th, 2023. However, upon inspection, the majority of the cabinets were damaged. The damage to the cabinets included scratches, major chips in the wood, and dents. It was obvious that the cabinets had been mishandled or not properly packaged during shipping or handling. I contacted your customer ********************** department immediately to report the issue and was informed that I needed to return the damaged cabinets for a replacement or refund. However, this solution is not acceptable to me, as I had already waited for over a month for the cabinets, and I had already paid for the installation and removal of my old cabinets. Additionally, I have already acquired truck rental fees to have space to pick up these cabinets. After speaking to the Specialty Manager At the ********* Home Depot , **** on May 5th, 2023. **** stated that the Hampton Cabinets could be reordered but would still need about another month to wait. **** indicated that the Hampton cabinets do not hold well in shipping and are not a good quality product. This contradicts what I was told by the cabinet specialist when making the purchase. **** could not guarantee that this would not be a repeat issue if we reordered. **** was unwilling to provide any compensation for the cost that we accrued due to the cabinets being damaged and unusable as well as no additional discounts if we reordered the cabinets. I expect Home Depot to take responsibility for the damage and provide a satisfactory solution. I request that you provide me with a full refund for the damaged cabinets and cover the cost of installation and removal of the cabinets. Alternatively, I request that you provide me with a significant discount on a new set of cabinets that are in good condition.
Business Response
Date: 05/08/2023
May 8, 2023

Sent Via Email

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

RE: *********************/BBB Complaint#: 20023563

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

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

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team has contact customer via phone and agreed to pick up the damaged cabinets on 05/08/2023. The customer also agreed to a reorder with a $500 discount. No further assistance is needed at this time.

With that being said,The Home Depot has addressed the customers concern and considers this matter closed.

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

Sincerely,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********
Customer Answer
Date: 05/08/2023

Complaint: 20023563
Thank you for your prompt response and for addressing my concerns regarding the damaged cabinets. I appreciate the effort made by The Home Depot to resolve this matter as well as the quick pick up of the damaged cabinets. Prior to accepting this resolution, I will need your message to indicate the details of the transaction; including the $500 discount offered as compensation for the inconvenience and damages caused by the initial order of cabinets. With proceed with applying the discount in the reorder of the cabinets, totaling $3510.86 after the discount offer. I believe this is a fair resolution that acknowledges the inconvenience I have experienced.

Additionally, I would like to request that the new order be expedited as a priority, considering the delay and inconvenience I have already faced. I kindly ask for the new cabinets to be delivered to my property free of charge. Please ensuring a timely delivery will help mitigate the inconvenience caused by the initial damaged cabinets and allow me to proceed with my kitchen renovation without further delays.

I appreciate your attention to this matter and your commitment to customer satisfaction. Please keep me informed of any updates regarding the delivery of the new order, including the expected timeframe for delivery.

Sincerely,

*********************
Business Response
Date: 05/08/2023
May 8, 2023

Sent Via Email

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

RE: *********************/BBB Complaint#: 20023563

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

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

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team has contact customer via phone and agreed to pick up the damaged cabinets on 05/08/2023. The customer also agreed to a reorder with a $500 discount. The store management team did advise **************** that they cannot guarantee that anything on the new order will not arrive damaged and she understood. The store management team also requested to have the order expedited. No further assistance is needed at this time.

With that being said,The Home Depot has addressed the customers concern and considers this matter closed.

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

Sincerely,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********
Customer Answer
Date: 05/09/2023

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:05/05/2023
Type:Product 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 had a countertop installed in December of 2022. There were issues with the install, which I unsuccessfully tried to have repaired for a couple of months, and then the counters started to chip. Home Depot outsourced the countertop to a vendor the Countertop Factory. Home Depot originally told me they did not warranty for chipping. Now the countertop is chipping, pulling away from the wall and then they came back with an offer of $1080 dollars or replacement instead. I cannot redo the countertops for that amount. I DO NOT want or trust the original manufacturer of this countertop, they did a horrible job and blamed it on our sink install!! The sink is nowhere near the issues with the chipping and also the backsplash is pulled away from the wall because they didn't shim the countertop properly. All my requests were sent to resolution specialists (two) by both until I asked for a refund from Home Depot. The technician who came out said it was a combination of poor fabrication and poor installation. I had a witness with me. ****** D'******, an electrician who also does home repair, to corroborate. To make it worse, then they called me and left a voice mail asking if I was satisfied with the repair!! There was NO repair!! I've attached pictures and correspondence dating back to January. I tried to resolve this with the Home Depot Executive Customer ********************** team and they will not provide a refund to my satisfaction. Originally, I had been prepared to accept a replacement. I am not there anymore. I have no confidence in Countertop ************* Depot. I don't feel these countertops will last for any length of time and I paid for countertops. My last countertop (through Home Depot installed 2015) lasted for 7 years without any issues. I was unaware of any outsourcing at the time, it was all handled directly by Home Depot.
Business Response
Date: 06/15/2023
June 15, 2023

Attn: ***********************

Customer Experience Specialist

**********************

Serving Metro Atlanta, ****** & Northeast *******

********************

North Tower, Suite 900

*******, ** *****

RE: **************************************/ BBB File # ********

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction 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 Home Services team has contacted the customer and issued a refund.

With that said, we have addressed the customers concern and consider this matter resolved.

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

Sincerely,

***** F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********
Customer Answer
Date: 06/19/2023

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,

*************************

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