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

11,955 total complaints in the last 3 years.
3,426 complaints closed in the last 12 months.

If you've experienced an issue

Submit a 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:05/08/2023
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.
Purchased an HVAC unit with installation in Oct 2021. The unit was mostly installed in Nov 2021. Installers have come back out a few times to install other parts but as of today, the installation is still not complete. I have talked to Home Depot customer care who assured me on Jan 13, 2023, the matter would be cared for and emailed me so I can reply if it does not get installed. I replied back on April 22, 2023, April 30, 2023, and again today with no response.
Business Response
Date: 05/18/2023
May 18, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

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

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

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

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot District Service Manager reached out to the customer to address his concerns. ************** was promptly scheduled for installation of a temporary MHK2 Wi-Fi Module. The ********** Kumo Cloud module that the customer originally ordered is on back order at this time. Once the module becomes available, the district service manager has advised ************** that he will contact him to replace the temporary one he has.
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: 32491691
Customer Answer
Date: 05/18/2023

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 assuming they will actually keep me updated and respond when I ask for updates.

Sincerely,

***********************
Initial Complaint
Date:05/08/2023
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 today to file a formal complaint about the cabinet makeover installation service that was supposed to be completed in July 2022. This installation project is still incomplete after almost 11 months and I have yet to receive an update on when this will be completed. Below is a timeline of the issues that have occurred with this installation.July 2022: During the initial installation, the incorrect amount of vinyl was ordered so the contractor was unable to finish the project in July as originally estimated. The additional vinyl was ordered and estimated to arrive in October.October 2022: Vinyl still had not arrived and it took multiple phone calls to the scheduler to get an update that it would not arrive until December.December 2022: Contractor came out in December to install the missing vinyl and remaining cabinets doors, drawers, trim and crown moulding. The contractor installed 1 drawer and left because the vinyl had still not arrived. I took the day off work to be home for the installation.January 2023: Scheduler contacted me to share that the rest of the installation would occur on 1/27. I took the day off of work and the contractor did not show up. No communication from anyone that there was an issue.February 2023: Sent multiple emails and was told the scheduler would be in touch. She continuously did not contact me.March 2023: Vinyls, cabinet *************** were installed. But the trim and crown moulding was not in the warehouse, should have been part of the July 2022 order. The contractor reordered the missing items, should arrive by the end of March. During the vinyl installation, damage was done to the paint work on my *************** Depot has ignored my request for info on how they plan to address.April 2023: I sent another follow up request because no one was communicating the status with me. I was told the remaining parts would arrive by 5.04.May 2023: I still have not received an update on when this project would be completed.
Business Response
Date: 06/06/2023
June 6, 2023

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

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 is working with the customer and ****************** team to ensure the completion of her installation. This is currently an ongoing case that is still in the works of completion.

The Home Depot does not consider 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,

*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: 32491688

Customer Answer
Date: 06/06/2023
Home Depot is currently addressing the issues with this installation. This issue is not resolved at this time, but the company is working on this issue.
Business Response
Date: 07/05/2023

July 5, 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 is working with the customer and ****************** team to ensure the completion of her installation. This is currently an ongoing case that is still in the works of completion.

The Home Depot does not consider 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,

*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********
Customer Answer
Date: 07/05/2023

Complaint: 20033535

Home Depot is currently working to resolve this issues, but it is not yet completed. There are still additional materials that need to be installed, repairs that need to be made due to damage caused during installation and I would like to discuss what appeasement we can expect to receive due to the fact that this project has now been in progress for over a year (started April 2022). While this issue is not yet resolved, Home Depot is working on resolving.

Sincerely,

*****************************
Business Response
Date: 07/12/2023
July 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 is working with the customer and ****************** team to ensure the completion of her installation. This is currently an ongoing case that is still in the works of completion. We are awaiting details regarding scheduling currently.

The Home Depot does not consider 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,

*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********
Customer Answer
Date: 07/12/2023

Complaint: 20033535

Home Depot is currently working to resolve this issue, but it is not yet completed. There are still additional materials that need to be installed, repairs that need to be made due to damage caused during installation and I would like to discuss what appeasement we can expect to receive due to the fact that this project has now been in progress for over a year (started April 2022).

Sincerely,

*****************************
Business Response
Date: 08/04/2023
August 2, 2023

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

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 is working with the customer and ****************** team to ensure the completion of her installation. This is currently an ongoing case that is still in the works of completion. We are awaiting details regarding scheduling currently.

The Home Depot does not consider 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,

*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: 32491688

Customer Answer
Date: 08/07/2023

Complaint: 20033535

I am rejecting this response because: Home Depot is currently working to resolve this issue, but it is not yet completed. Additional materials needed to be ordered because the incorrect materials were provided.

Sincerely,
*****************************
Business Response
Date: 08/16/2023
August 15, 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 is working with the customer and ****************** team to ensure the completion of her installation. This installation has been completed and the customer is being taken care of.

********************** does consider 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,

*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********
Customer Answer
Date: 08/19/2023

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,

*****************************
Initial Complaint
Date:05/08/2023
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 ordered 21 replacement windows for my home in June of 2022. After a long delay Home depot showed up to complete the installation in November of 2022. There are so many problems. I paid for the order in full some $15k and change. A year later I have the following issues 6 windows have yet to be replaced 1 Window was damaged during install and needs to be replaced.1 window screen is completing missing and needs to be provided 2 window screens were damaged by the installer and need to be replaced. I have reported all of this to home depot and cannot get any satisfaction or information on the outstanding items. They have taken my money and refuse to supply the product. Their contractor makes appointments and then no-shows or turns up with the incorrect product.I want to hire a competent company to finish the job so I need a refund for the items Home Depot has not delivered, but I also need the warranty items taken care (damaged window, missing/damaged screens)The job number for home depot is Job # ********. I have been dealing with the centralized installation co-ordinations services but they are unable to do anything apparently. I received a call from a district manager promising a solution in January and it is now almost June and the problems still have not been resolved. I need help please.
Business Response
Date: 06/05/2023
June 5, 2023

Sent Via Email

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

RE: ********************* /BBB Complaint#: 20033470

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

We acknowledge the receipt of your notice dated May 08, 2023, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their home improvement project with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Installation Team. The Home Installation 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:05/08/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, I just placed a delivery order with Home Depot, and the order number is# WP64682640,but I received the wrong item delivered (a heavy patio Door, I ordered left side opening door but received right side opening door), so I will need the store to pick it back and issue me a refund.I contacted customer ********************** 2 times and made a schedule to take the item back and get the refund back.the first time scheduled to pick the door back was *** 02, but they didn't show up,Then I contacted customer ********************** again then made the second schedule, time was *** 05,but they didn't show up to take the item back and issue me a refund again.I also called so many times to store, but they kept holding the call and did nothing.Please help me to contact them and have them pick the item back and issue me the refund.
Business Response
Date: 05/13/2023
May 13, 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 online has processed the refund.

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 if you have any questions.

Sincerely,

*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********
Initial Complaint
Date:05/08/2023
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 wrote a check #**** on 4/19/23 for $12.12 to Home H3238**30303530373836H. I confirmed with my bank that it cleared the first week of May when I went to close my account. My bank would not close the account if the check hadn&#**;t cleared. I received a statement from Home H3238**30303530373836H that same week that they had no record of it, and so I called their customer ********************** to find out what happened to the check. They said they would look into it and gave me a case ID number. I have not received any follow up up the issue since then.
Business Response
Date: 05/10/2023
May 10, 2023

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

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

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

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

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

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

***********************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
** Case#: 32498798
Initial Complaint
Date:05/08/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a push mower from Home Depot and it broke I contacted the store and they do not have any I stock. I was told to contact customer ********************** and I did I explained to them that I ores it from the website. I was told to return it I agreed to return it but they stated I could only be a lesser amount. I do not want the money I simply want it replaced. I was then requested to speak to a manager she proceeded to put me on hold and disconnect the call.
Business Response
Date: 05/10/2023
Tell us why here...May 10,2023

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 their purchase.

The Home Depot has carefully reviewed and investigated this matter. We have contacted our customer, placed an order, at no cost to her, to replace her reel mower and provided the *** for delivery of May 12, 2023. Our customer has accepted this resolution.

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: 32513519
Customer Answer
Date: 05/12/2023

Complaint: 20032101

I am rejecting this response because:
I received the email above in pictures stating that it would not be delivered and to call the store. I contacted the store and then customer ********************** where I was disconnected. I then called back and spoke to a customer ********************** agent who was rude when I requested to speak to **** she stated that they do not have a way to transfer me to him. The reps name was ******. This is horrible customer **********************.
Sincerely,

****************************
Business Response
Date: 05/15/2023
Tell us why here...May 15, 2023

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

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

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

We acknowledge the receipt of the customers rebuttal for Better Business Bureau Consumer Complaint #******** and provide the following response.

The Home Depot installation team has carefully investigated this matter and have confirmed that our customer has the replacement mower in her procession. The Home Depot has performed due diligence in this matter and considers this case closed.

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

Best Regards,

************
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone *************************
Fax **************
Case: 32513519
Customer Answer
Date: 05/15/2023

Better Business Bureau: Thank you **** for solving my problem

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:05/08/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered new ******* washer and dryer via online from Home Depot. Order# WB43139757. Both were delivered on 04/24. Dryer was delivered inoperable = loud grinding sound. Immediately turned off and called same day and reported to Home Depot appliance line. They then ordered a replacement and delivery would occur May 2nd. On May 1st, Home Depot called me and advised ******* did not have dryer available and for me to contact them directly. I did that day and was advised by ******* product was available and someone at Home Depot did not order replacement correctly. I was then advised by ******* that replacement scheduled for delivery on May 6th. On Friday May 5th I contacted delivery agent for Home Depot to confirm delivery and was advised they had not received dryer and for me to contact *******. I did and they advised dryer was delivered to delivery service and investigation would start. I contacted ********, ** store manager ***** to gain assistance. Interrupted me on multiple occasions and ended up cancelling my replacement dryer which now I must start the process over. I never asked for it to be cancelled. Absolute worst customer experience I've ever had. I left two messages for Home Depot Regional Manager (***************************) and no return call yet. Two weeks and I still have a "new" dryer I can't use. Now, my washing machine is turning on by itself. I've spent at least 10 hours at the laundromat and $40 to $50. I'm asking for my new replacement dryer to be delivered and also asking for compensation for my time and money spent at the laundromat not to mention hours on the phone and my frustration.
Business Response
Date: 05/12/2023
May 12, 2023

Sent Via Email

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

RE: ************************* /BBB Compliant: 20031818

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

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

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer via phone to advise that the delivery agency has agreed to an early deliver for 05/13/2023 with a 4hr window of 8:00a-12:00p. The online executive team and requested for the unit to be inspected for damages. ************** has been advised once delivery is complete compensation will be discussed. 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: # ********/Online ********
Customer Answer
Date: 05/16/2023
Hello,
I finally received the replacement dryer this past Saturday. It does have a small scratch that I will discuss with the Escalation individual along with compensation and damage to washer.
We will meet sometime later this week and Id like to keep the complaint open until after we talk if that is possible.
Thanks
*****************;
Business Response
Date: 06/12/2023
May 12, 2023

Sent Via Email

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

RE: ************************* /BBB Compliant: 20031818

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

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

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer via phone to advise that the delivery agency has agreed to an early deliver for 05/13/2023 with a 4hr window of 8:00a-12:00p. The online executive team and requested for the unit to be inspected for damages. ************** has been advised once delivery is complete compensation will be discussed. 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: # ********/Online ********
Initial Complaint
Date:05/08/2023
Type:Sales and Advertising 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 countertop material and installation from this store. The sample I was shown was a consistent gray grained color called "Shadow Concrete" by the manufacturer ** Hausys. There were no hints of other colors or "pattern" on the face of the sample, and the salesperson didn't indicate this was a possibility. The countertops were installed on March 7. A separate materials delivery from this store arrived just as the workers finished. This prevented me from doing a full inspection at that time. I noticed later that day what I describe as "dispersed random ugly black splotches" on the new countertops. I reported this to the store and installation company the next day. I initially presumed they were manufacturing defects and requested a claim from the manufacturer. A few weeks later they denied the claim saying the splotches were part of the "pattern". I found a statement in small print on the back of the sample saying it might not show the entire "pattern", and to check photos on their website. I checked those photos, and none clearly showed the "splotches". I requested help from Home Depot in resolving the issue and waited a month, but their management hasn't responded. I consider this situation to be false advertising and/or "bait and switch". Any help you could give me would be appreciated. I have high resolution JPEG pictures of the installed countertops showing the "splotches", and the nine pictures found on the website. They can't be attached here due to the 5 Mb restriction. I can Email them separately if they would help. The countertop related plumbing receipt from a separate company is included, since that work would have to be redone to replace the countertops.
Business Response
Date: 05/15/2023
May 15, 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 service team agreed to a new countertop and install at no cost to the customer. Once the new countertop is picked and delivered the service team will install.

With this being said, The Home Depot considers does not consider this matter resolved and the service ticket will remain open until customers concerns are addressed.

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

Sincerely,

*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********
Customer Answer
Date: 05/16/2023

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:05/08/2023
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.
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: 32498728
Customer 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: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 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,

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

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