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
- 11,955 total complaints in the last 3 years.
- 3,426 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/08/2023
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.
Feb 20, 2022. A 10-foot sliding door and two windows ordered from was ordered from *****************. The door was supposed to have two moving panels & a key lock. Here is a summary of the issues:June 2022 a single sliding panel door was installed without screen or key lock. I called and emailed ***************** and ********************* no response July 2022 ****** advised a new door would be ordered August 2022 Advised the expected delivery date would be Aug 25thSeptember 2022 ***** advised they had no proof of delivery & would email the ordering department. I called ***** & left a message. I spoke with ****. He advised once the sale is made and sent for ordering. The salesperson is no longer involved and he has new manager. I spoke with ****** she advised she would send the information to the escalation team.October 2022 ***** advised the panel & lock were located by no screen; she will make another request.November 2022 Second installation attempted. The installer would not touch the door. The door was sagging Spoke with ********************* she advised she will send someone to remeasure and will order a new door ****** came out to measure he advised only a track is needed and not a door. Second conversation - ****. She advised she wasnt authorized to order a new ********** would order the track and this would resolve the issue.December 2022 **** advised the panel and track would be in January.February 2023 I called to check on the status of the door. **** called back - a February 18 install date was set. The door was installed with one stationary panel and no key lock Per conversation with ****, she offered to order a new door even though previously she said she wasnt authorized to do so or a 10 percent discount. I haven't received the discount.The bottom of the doorframe is 2 inches higher than the track, you have to step over it to enter & exit the room
Business Response
Date: 05/24/2023
May 23, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *********************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our installation team has provided the customer with an alternative option to resolve this matter. We are still working with the customer on an agreement.
With this being said, The Home Depot 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,
***************************
The Home Depot Executive Escalations
Office: ***********************
Reference Number: 32498728Customer Answer
Date: 05/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and agree that we are currently working to resolve the complaint.
Sincerely,
*********************************Initial Complaint
Date:05/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased what I thought was a new Dewalt Combo 20V kit which includes a weedeater, a leaf blower, a battery and a charger from the home depot location on ******* in **************, ** yesterday, but upon getting home and opening the box, it clearly appears that someone removed all the dewalt items and filled the box back up with garbage! I didnt think anything of it since the box had an anti theft device wrapped around it but ive discovered that unless we do our business elsewhere this location is getting out of control! This combo kit was $369 before tax so not cheap at all!Business Response
Date: 05/10/2023
May 10, 2023
Attn: ***********************
Customer *xperience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************************************************************************************
R*: *************************/ BBB Case # ********
Dear ******,
We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding a purchase of a DeWalt combo kit from the * ******* store #****. Our goal at The Home Depot is to provide you with the best customer ********************** experience possible.
The Home Depot has carefully reviewed and investigated this matter. In doing so, we have investigated all Dewalt ***** kit returns and determined that strict processes for returns on power tools was followed. Also, the Dewalt Combo kit had an anti-theft device wrapped around it at the time of purchase. In 2 previous BBB complaints we had provided a one-time courtesy of a $319 gift card in June of 2017 and $200 gift card in November of 2018 because they could not provide a receipt. 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 *xpeditor- *xecutive *scalations
P: ********************
F: ************
SF#: ********Customer Answer
Date: 05/11/2023
Complaint: 20030284
I am rejecting this response because:We just want either our money back for this bizarre purchase. Several people witnessed the box being opened to discover the contents inside. As for the one time courtesy whatever what that was referencing, weve never had past issues so we are confused on all that. You cant just take our money and do this to customers! This isnt even ethical!
Sincerely,
*************************Business Response
Date: 05/11/2023
May 11, 2023
Attn: ***********************
Customer *xperience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
Attn: ***********************
Customer *xperience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
R*: *************************/ BBB Case # ******** Answer to Rebuttal
Dear ******,
We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding a purchase of a DeWalt combo kit from the * ******* store #****. Our goal at The Home Depot is to provide you with the best customer ********************** experience possible.
As previously stated, The Home Depot has carefully reviewed and investigated this matter. In doing so, we have investigated all Dewalt ***** kit returns and determined that strict processes for returns on power tools was followed. Also, the Dewalt Combo kit had an anti-theft device wrapped around it at the time of purchase. The 2 previous BBB complaints I mentioned earlier are BBB Case ******** and BBB Case ******** were we had provided a one-time courtesy of a $319 gift card in June of 2017 and $200 gift card in November of 2018 because they could not provide a receipt. Attached are the photos supplied from the customer showing the box and the contents. Asset Protection reviewed and advised the old weed ****** does not fit and there doesnt appear to be any dirt from the used item at the bottom of the box. 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 *xpeditor- *xecutive *scalations
P: ********************
F: ************
SF#: ********Customer Answer
Date: 05/11/2023
Complaint: 20030284
I am rejecting this response because: the weedeater was pulled out so it was seen better. It appears the handle was cut off in order to fit completely in box. If we took close up photos of the weedeater it is clearly filthy and all marred up from use. The brand on weedeater says hyper tough and suppose to be dewalt. Please see also our attached reciept as proof of purchase. This store has a history of accepting returns without opening the boxes up if they dont appear to have ever been opened before. My family should not be stiffed like this at all.
Sincerely,
*************************Initial Complaint
Date:05/08/2023
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.
Re: Delivery CB43567888 In April 2023 I paid $2,100+ to have a dishwasher and a washer-dryer unit delivered to ********************* at ********************************************************************. Home Depot was to deliver and install them, and discard the old items. Problem 1) My building only allows deliveries between 9:00am and 3:00pm 2) Home Depot refuses to listen and respect these parameters. On April 24th, HD gave a delivery window between 9am-1pm. The deliverypeople showed up at 8:50am. The building asked them to wait 10 minutes. The deliverypeople refused and left.4/26: delivery window given was 2-6pm in clear disregard for the parameters given. Deliverypeople came 4pm.5/1: delivery window 7:30am and 11:30am. Deliverypeople arrived 8:30am.HD then guaranteed delivery 1st week of May. I repeatedly reiterated that this must be done between 9am and 3pm. 5/4: I was told delivery scheduled 5/5, 2-6pm. Again, outside the window.HD's MDO said he could do it 11am-3pmon 5/8 . I asked ****** to guarantee 11am-3pm, he hesitated. He repeated his ultimatum: 5/8 or nothing. I remarked that I had no choice because he had a gun to my head. I was speaking metaphorically, not literally. He exited the conference call. I told ******* 5/8 was better than nothing. She guaranteed this would get done.I called customer ********************** 5/7 to confirm. I was told MDO canceled delivery altogether due to my being belligerent. ****** canceled my order either out of spite or to save HD money. HDepot employees stated I'd be eligible for a discount for the hassles. By canceling, HD avoids financial consequences for horrific customer **********************. These delays need to stop. I paid hard-earned money in good faith. HD responded with miserable customer ********************** followed by excuses, blame-shifting, and a spiteful action by MDO *************Just deliver my items between 9am and 3pm without further delay. That is all I have asked from the beginning. ******************* ************Business Response
Date: 05/08/2023
May 8, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
RE:******************* /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our Online Team confirmed delivery and installation of the appliance. The customer has also been compensated for the inconvenience. The customer accepted the offer.
With this 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 should you have any additional questions or concerns.
Sincerely,
***************************
The Home Depot Executive Escalations
Office:***********************
Reference Number: ********Initial Complaint
Date:05/08/2023
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 Thursday May 4th, 2023 around 9am, I went to The Home Depot in *************, **** in search of carpet for my basement stairs. While looking through the carpet sample brackets a unsecured bracket came down at full force on my foot. Causing injury to my foot. I spoke to a manager by the name of ****************** who assured me that someone would call me in a couple days from "Segwich" this is how he SPELLED it on the back of his card. I haven't heard from any one and the company is liable for this incident. I want the camera ran for the incident and I want to speak to someone about my pain and suffering!Business Response
Date: 05/15/2023
May 15, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******,** 30303
Re: ******************************* /BBB Case # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint#********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Executive Escalations team has contacted ******************** and forwarded her complaint to our third-party claims management Sedgwick who has started a claim for the customer #***********. The customer has been informed of her case being addressed by our third-party claims management ******************* this time there is nothing further Home Depot can do since our third-party ******** handles all general liability claim for legal reasons.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it 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
Phone ************************
Fax **************
SFCase:32478072Initial Complaint
Date:05/07/2023
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.
Returned all 4 tubes of DAP caulk to ********* store, was told refunded for all and upon investigation it shows only refunded for 1. Need to be refunded for the other 3 ASAP, welcome to review store camera footage. Email is best, phone is for work only.Business Response
Date: 05/10/2023
May 10, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
RE: *************************/Complaint file # ********
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. Upon review, the customer has been advised that the remaining of the returns will need to be done in store, and not online.
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:32513366Customer Answer
Date: 05/10/2023
Complaint: 20029863
I am rejecting this response because:they did NOT READ the request I cant return remaining items when they were already returned. I returned all 4 to the store, was told I was refunded for all 4, but was only refunded for 1 THIS IS THE ISSUE you are welcome to review security footage but I need my remaining refund and I need it fast, Im not going to do this back and forth
Business Response
Date: 05/10/2023
May 10, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
RE: *************************/Complaint file # ********
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. Upon review, the customer has been advised that the remaining refund will be processed back to customers account within 5-7 business days.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office:***********************
Reference Number:32513366Initial Complaint
Date:05/07/2023
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 4,2022, I purchased a GE LAUNDRY CENTER, washer/dryer combo from HOME DEPOT online. It was delivered to my hair salon on December 10, 2022. The dryer stopped working around 3 weeks delivery. I contacted HOME DEPOT, was directed to GE WARRANTY SERVICES. After many weeks of waiting for parts and 4 repair appointments, the tech discovered damage to the back of the unit. Tech deemed the unit not reparable . I was directed back to HOME DEPOT. HOME DEPOT is not willing to replace the unit stating that damage has to be reported within 48 hours. They also are saying that I have waited 5 months to contact them. I also hired a technician from a local GE CERTIFIED WARRANTY COMPANY, ***************** SERVICES, to look at the unit and he confirmed that this unit can not be repaired and has been taken apart so many times that it will never operate properly.Business Response
Date: 05/08/2023
May 8, 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 8th we advised ****************************** that the appliance was delivered on December 11, 2023, and not installed by Home Depot or its third parties. The customer reported the damages to GE on April 11,2023,which is outside of the 48 hours window period for reporting any damages. At this time, the customer has voided his warranty with GE due to the unit being used commercially in a hair salon.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: 32478074Customer Answer
Date: 05/08/2023
Complaint: 20029851
I am rejecting this response because: the desired resolution is a replacement of the damaged unit.
Sincerely,
***************************************Business Response
Date: 05/10/2023
May 10, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
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. According to our investigation, there was no purchase of HDPP. The item was used for commercial purposes, which made the manufacturer's warranty void. Neither Home Depot nor its third parties installed the washer/dryer unit.The customer contacted Home ********************** for damage reporting four months after the allotted 48 reporting window had closed. On May 9th, we have advised the customer by email and phone that Home ********************** is not the responsible party for the issue he has filed with the BBB and that we are closing our involvement.
The Home Depot has reviewed this case and reached out to all parties involved.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, we have addressed the customers concerns and consider this matter resolved . Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: 32478074Initial Complaint
Date:05/07/2023
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.
hello, the following order was placed on 4/27/2023: WB44300546. i have received the items by 5/5/2023. the item are not needed due an issue that arouse with the hosue project. as a result, i called homedepot.com on 5/5/2023 and spoke to multiple representatives about returning the items. the representatives were professional and helpful. however, i was referred to the following company for further assistance: the ***************; ************. the rep from this company told me that i have exceeded my return limit. the products are brand new and never opened. however, i was denied from returing any of the items. i was told there is nothing that can be home. im deeply concerned and will take any and all action in getting the items returned and get my 100% refund.Business Response
Date: 05/11/2023
May 11, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ************************* /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our Online Team has reached out to the customer to explain why the return has been denied. They also provided the customer with the next steps to resolve this case.
With this 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 should you have any additional questions or concerns.
Sincerely,
***************************
The Home Depot Executive Escalations
Office: ***********************
Reference Number: 32512943Initial Complaint
Date:05/07/2023
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.
Ordered storm door with hardware the home depot online. The order cart confirmation ****** ******** 34 x 80 in. **** Series Bronze Left-Hand Outswing Aluminum Retractable Anytime Storm Door Traditional Antique Brass Model #Door Size (WxH) in.: 34 x 80 in.Color/Finish: Bronze Hardware: Traditional Antique Brass Glass: Clear Then give the price and to pay. I paid the cart balance and were told I didn't pay for a handle when my ordered states HARDWARE: - WHICH IS THE HANDLE ORDERD. HOME DEPOT ALSO ISN'T ALLOWING ME TO SEE MY ORDER DUE TO THEIR TECHNICAL ISSUES AND PROVIDED ME WITH A FAKE PHONE NUMBER TO CALL.Business Response
Date: 05/09/2023
May 9, 2023
Attn: ***********************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***************************************/BBB (Better Business Bureau) Complaint#:20029649
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their online order.
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. We spoke with the customer expressed her concerns with a phone call she had with a front-line associate while trying to locate the handle for the screen door purchased online, the associate informed Ms. ******* the handle was sold separately and would need to the purchased. The customer advised she went in her local Home Depot store and confirmed with an associate the handle came with the door and was in the box. The customer found the handle and is satisfied with the response.
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,
***************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF ********Initial Complaint
Date:05/07/2023
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 Saturday, April 29, 2023, I purchased a True Hepa Filter + 4 Activated Carbon Replacement Filters for a total of $45.43, on the Home Depot's online website. The order number is WP65449764. I received an e-mail on Tuesday, May 2, 2023 at 3:40 p.m. saying my order had been delivered. I walked out to my gate and there was no package. I checked with my neighbors and drove around to see if I could locate the package at other neighbor's gates. On Wednesday, May 3, 2023, I called the Home Depot Customer ********************** number to inform them my package was not delivered. A very polite representative by the name of ******, looked up the order and said the delivery company said that they left it at the gate. She said she had a photo taken by the delivery company. I asked if she could email the photo to me, which she did. The photo is entirely black. There is no photo of my gate or any other gate. She told me that the only resolution that I had was to dispute the purchase price with my credit card company. I made this online purchase with the understanding that I would receive my product. Since Home Depot did not deliver my purchase as agreed, I am requesting Home Depot to refund the purchase amount back to my credit card. I look forward to your reply and resolution to my problem. Thank you.Business Response
Date: 05/09/2023
May 9, 2023
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******,** 30303
RE:***********************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
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 all information pertaining to the matter. The Home Depot Online Executive Escalations team has contacted the customer and apologized for their experience. Our team issued a refund on the order as a one-time courtesy. The customer confirmed he was satisfied with the 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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
** Case #********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:05/07/2023
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 placed an online order from Home Depot and asked them to have it delivered. I paid the delivery fee. All items arrived and were left by my door. One item (of which I attach the picture) was broken. Anyone could see that it was broken since the bottle and spray were separated and you can clearly see it was missing an extension that connects the bottle to the the spray. I contacted Home Depots customer ********************** and asked for a replacement or a refund. I was told the only way I can get a refund or replacement is that I have to go into the store and do it. I said to the representative if I wanted to go into the store and purchase the item, I would have done that originally. I made it clear that was not the way I purchased the item (going into the store) and that is not the way I received it (received it through delivery which I paid for). I said they can redeliver and I would gladly provide the delivery person the broken item. I went back and forth with them with no success. This is the second consecutive time that I have had an issue with Home Depot. Their customer support is very poor and have no customer ********************** knowledge whatsoever. Home Depots service level is unacceptable. My last item it took me an entire week to get it resolved (ended up having to go out of my way to return it to the manufacturer), and now Im experiencing the same thing yet again. Home Depot needs to refund me, credit me for the frustration I have experienced with them, and adhere to good customer ********************** protocols. In a transaction, returns follow the same process the items were sent (via delivery). Asking someone to go out of their way when they paid a delivery fee, and especially when Home Depot sent a defective item, is simply just absurd.Business Response
Date: 05/15/2023
May 15, 2023
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******,** 30303
RE:***************************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
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 all information pertaining to the matter. The Home Depot Online Executive Escalations has contacted the customer and apologized for their inconvenience. Our team partnered with our store team to redeliver items. Our customer confirmed delivery was made and was satisfied with the 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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
** Case #********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. The Home Depot representative mentioned that they are revisiting their customer ********************** policy and revisiting training.
Sincerely,
***************************
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