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
- 11,936 total complaints in the last 3 years.
- 3,423 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: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,
***************************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 made a purchase of light bulbs from Home Depot on 4-6-23 for $22.79 to be delivered to me on 4-7-23. On 4-7-23 I received e-mails as follows: 4-7-23 @6:45 a.m. stating delivery was not completed because I was unavailable (not true) and 4-7-23 @7:14 a.m. stating the order was cancelled.I called Home Depot ***** number 4-7-23 and spoke to **** and told her about the 1st e-mail received delivery not completed she checked still showing to be delivered. She checked further and called Home Depot/Cascade and spoke with ***. She confirmed it was cancelled. *** started a refund and stopped because it was a split payment (debit and e-gift card) and stated I had to come into the store. It was explained that is not an option for me and she stopped the process so ***** can handle the refund. **** could not solve it and I asked for a supervisor. **** got *** and he would not come to the phone and just told her to tell me she couldn't process the refund.I called Home Depot ***** number 4-7-23 again, got ****** and I asked for a supervisor. ****** got ********/supervisor for me and she stated nothing she could do to call Home Depot/Cascade back to ask for a Customer Order Specialist. Called Home **********************/Cascade ************ only to be told no specialist call back. I allowed additional time for Home Depot to refund my money and they never did. I called Home Depot/Cascade 4-12-23 and asked for a Customer Order Specialist, got *** who stated refunding back to me and she will call me back. *** called me back at 12:48 p.m. she asked me if I wanted bulbs or a refund and I opted for a refund. She started to refund $22.79 back to me and then another person ended up on the phone. *** had transferred me without telling me. This other person (female) was extremely rude and disrespectful to me. She stated the only way to get money back was I had to go into the store. I told her that was not an option and to transfer me back to *** and I was left on hold, as though, being transferred, someone picked up the phone and hung up on me. Called back additional times back to back (a total of 5 times) and they kept hanging up on me. I stopped calling since they would continue to hang up on **** was disrespected on so many levels and behavior like this should not be acceptable. I was so discouraged at that point, I avoided calling back until 5-3-23. I called the ***** number and got **** of *****. I updated her about all events and she stated that it was unacceptable/apologized and this will be resolved today. She started by contacting her supervisor and he told her to contact Home Depot/Cascade. She called and was placed on a long hold and I'm still holding, too. She finally came back on the phone and stated the Manager of the ************ will call me back and be sure to answer. I told her I would and thanked her. The behavior of the Cascade Store employees has been atrocious and I had no confidence in anyone calling me back. I believe the way a business is run is a reflection of what type of management is in charge. No call from *** the manager of this store at all.Ridiculous to go through all of this over a $22.79 light bulb (2) purchase. Bad representation of Home Depot because these people represent the store. It is illegal to keep my money for a purchase I did not receive. Now, I should not only be refunded my money or the light bulbs (2 packs) and a gift card for all of the inconvenience I've been through.Left with no other recourse, going through the Better Business Bureau to get this issue finally resolved.Receipt of Purchase Below:We received your order!From:The Home Depot <********************************************************>To:****************** Date:Thu, Apr 6, 2023 6:09 pm The Home Depot Pro Logo Download our app THANKS FOR YOUR ORDER,*******!We'll deliver your order on April 07 between 6 am - 8 pm Check Order Status Order Number WB42454728Order Date Apr. 06, 2023 Some deliveries may be delayed or rescheduled due to current operating conditions. We appreciate your patience as we work to ensure the safety of our customers and drivers. You have selected Outside Delivery for your order. We'll deliver your items to an area outside your house that is accessible by delivery equipment. If you need to reschedule delivery please call us at ************. Thank you,The Home Depot Team Your Order Delivery from Store Details Delivery AddressDelivery WindowCynthia ***** ******************************************************************************************* ************ Friday, April 07, 2023 6 am-8 pm.Item Unit Price Qty Item Total Product ImageEcoSmart 60-Watt Equivalent A19 Outdoor Bug Light Yellow LED Light Bulb (1-Pack) Store SKU # ********** Internet # ********* $5.97 2 $11.94 Check Order Status Subtotal $11.94 Shipping FREE Sales Tax $1.86 Express Delivery $8.99 Order Total $22.79Business 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 7th we called and spoke with ***************************** regarding order #WB42454728. At this time, a refund was processed. We also offered ************** compensation, and she 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: 32474464Customer Answer
Date: 05/08/2023
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: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 the items below for a refund and was told items couldnt be returned!! The items was left at store because i borrowed someone truck to return to store for refund but was denied refund and told that I would need to wait 10 days for this to be resolved!! These Items totally an estimated $600,00 Asked to speak with **** store Manager whom refused to come to customer ********************** desk to assist with this process.Business Response
Date: 05/17/2023
May 17, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear, Ms. **********;
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. ************** was contacted to address her concerns from the complaint. She was advised via email that her concerns were sent over to the store for review. The store manager has verified that the customers refund has been processed successfully. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32512786
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