Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12,012 total complaints in the last 3 years.
- 3,505 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:03/22/2023
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.
Order #WB39222901...Incomplete order delivered. This was ordered on 2/28/23. Photo was taken by delivery person of what was delivered. I have called customer ********************** 4 times about this order. They can't even get the store to answer their phone to help me. Order# WP620008622, as it relates to the Vinyl Plank Flooring and Vinyl Molding. Once again, this business has pulled the ol' "Bate and Switch" with it's delivery program. Offer next day delivery and then change it after a day or so. When I placed this order, all items were in stock. I was told I would have next day delivery! Ordered on 3/20/23. Now, I get an email telling me it won't be until 3/29/23. This has happened evey time I order from this business! I have tried three time this morning to call this store, They won't answer their phone. As I see this, They are delaying this order over one piece of molding they don't have in stock. What happens next week when the flooring, that their suppose to have in stock, has been sold? Are we delayed again? This business needs to stop advertising next day delivery when they clearly know they cannot provide that service!
Business Response
Date: 04/04/2023
April 4, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ********************* / BBB Case #: 19634690
Dear **************:
We acknowledge the receipt of the BBB Case #: 19634690.
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 reviewed this case and offers the following resolution. The Home Depot partnered with the Online Escalations Team, who contacted the customer regarding their online order. A refund was processed on order WB39222901, and the customer was issued an electronic gift card for their inconvenience. A new order was also placed for the two additional items that were needed; the customer confirmed they were received on 3/30.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 31959588Customer Answer
Date: 04/05/2023
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:03/22/2023
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.
Hi, I had new carpeting installed via Home Depot in late October. I began experiencing an intermittent musty smell that I eventually realized was the brand new carpet. In early December, a customer ********************** specialist at Home Depot named ***** (email address: ********************************** advised that I have the carpet steam-cleaned, which I did, via my cleaning person, and which did not resolve the problem. That cleaner reported that the carpet was extremely dirty and had likely been stored in the warehouse incorrectly. In early January, Home Depot opened an issue with Mohawk Carpet, the manufacturer (who is at least as much to blame as Home Depot), who required the carpet be steam-cleaned again, but by a well known company, specifically *****************************, and that ***************************** provide a report. ***************************** steam cleaned the worst room (which led to some improvement, but did not resolve the issue) and put in writing that there was a funky, musty odor coming from the carpet. However, for reasons unknown, ****** Carpet immediately denied the claim, refusing to even reimburse me for cleaning, and stating they would not investigate further. Home Depot only reimbursed me about $175, which including the $500+ I've already paid for cleaning, as well as approximately $350 more I will need for additional cleaning, is only 20% of my expenses, EVEN though it was done at their recommendation/requirement. They have also said they will not investigate further. Over the course of four+ months, the smell seems to be gradually becoming more intermittent but is still not gone, and the carpet or padding may need replacement, which is a whole other issue.I believe a minimum reimbursement of $700 (five visits of steam cleaning - three that have occurred, two more that will need to be done - at approximately $175 each, minus the $175 Home Depot has already reimbursed) is justified. Thanks.Business Response
Date: 04/20/2023
April 18th, 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 towards a favorable resolution. This case is an ongoing investigation still being worked to provide the best solution to the customers concerns.
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:03/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
New Replacement Window Installation with The Home Depot.Replace 18 windows with **** Series Replacement Windows Total Project cost $15,564.82 The Home Depot Installers were in a hurry to leave at 4pm and they appeared to be in an effort to leave as quick as possible. They inappropriately force the closing call for payment on me even before they were finished with the job. The installer asked me to sign the completion document before doing any kind of walk-around to check on the work, but I did ask to walk around first. As we walked around and found some issues he broke away to correct the issues but we did not complete the walk around because he stepped away. We did make some comments on the sign off sheet. The issues are becoming more as we see other problems while trying to clean the glass. We are seeing what looks like cracks in the glass and some manufacturing debris inside the window glass panels. The installers leave the windows un-clean, they expect for the customer to clean the glass of their smudges and the adhesive residue left from the stickers on the glass that they removed. We have high widows and its a real pain to have to go behind the installers when they could have handle it more easily while they were there. They even left gold stickers on the windows in our upper set that we removed/tried to clean since we have scaffolding to somewhat reach, but it was very difficult. They said they couldnt remove the stickers?Home Depot QC person arrived at 12:25 pm and just stood in the street at the installers trailer asked about a badge then talked with the installer about someone who left to ************ went from install to sales then laughed and did a fist bump then got back in the Home Depot car and left at 12:35 pm.He never came up to the house to look at anything, and as a matter of fact he never even walked onto my property as he stayed standing in the road at the install trailer talking about things other than our project.Business Response
Date: 04/17/2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: *******************************/ BBB Case # ********
Dear **************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our ******************************.
The Home Depot has reviewed this case and apologized to *********************** regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's complaint and are collaborating on the best possible solution to address the customer's concerns.The field team has conducted an inspection, made caulking repairs, and ordered six replacement sashes for the customers windows. They additionally provided their contact information via email where the customer may reach out in the meantime,with any questions or concerns.
The Home Depot Exterior Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************Customer Answer
Date: 04/19/2023
Complaint: 19625593
I am rejecting this response because:The items in the complaint are still in process and are not completed. We have met with Home Depot Home Services Representatives at our home and they have reordered window sashes to replace some of the faulty new windows that have problems or factory defects. We are still waiting for the corrections to be made.
Sincerely,
*******************************Business Response
Date: 04/21/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: *******************************/ BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ************************ regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's rebuttal complaint and are collaborating on the best possible solution to address the customer's concerns. The field team has placed a replacement order for six sashes for the customers windows and the tentative ETA from the vendor is 4/18/2023, with the remainder of the order arriving on 4/26/2023. We will discuss compensation regarding the customers overall experience once the job is completed. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Home Depot Exterior Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
****************** | **********************
Executive Escalations Specialist
Phone: *************************
Fax: **************Customer Answer
Date: 04/24/2023
Complaint: 19625593
I am rejecting this response because: Per Home Depot Exterior Team own statement "The Home Depot Exterior Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint." Although the issues in this complaint are currently in process for correction, the issues are not resolved as of yet. When Home Depot Exterior Team finalize the corrective actions we can bring the complaint to an ending. If Home Depot Exterior Team needs to contact me with any questions please feel free to contact me anytime.
Sincerely,
*******************************Initial Complaint
Date:03/22/2023
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.
Charge me 22 thousand dollars and never completed my job its been over 2 years has been here 3 times and never have the right material now refusing to complete the job scammed me out of 22 thousand dollarsBusiness Response
Date: 03/30/2023
March 30, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & 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 all information pertaining to this matter and have contacted our business partners and our customer to discuss the matter. The customers kitchen remodel was completed, and we have advised that any additional work would require the purchase of a new order. However, the customer did experience delays with the completion of their installation. We await their decision after offering the customer the option of a partial refund or a substantial Home Depot gift card to apply towards their future purchase(s).
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,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************** Ext. 85774
Fax: **************
Case: 31959534Initial Complaint
Date:03/22/2023
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.
Started 9/12/2022 We placed an order for new windows October 11,2022 it was issued a building permit for polk county..we were called on December 1,2022 they were to install new windows At that time 2 windows were damaged and 1 was not the right ordered window they said they will reorder windows A month later they had not ordered the windows yet finally in Feb 21 2023 at that time they brought 2 wrong windows and replace one window .. It is now March ************************************************************* April sometime is when they will receive them..Business Response
Date: 04/21/2023
April 21, 2023
Attn: Mrs. ****************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ************************* / BBB Case # ********
Dear ***************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding windows ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has ordered replacement windows with a current ETA of 5/1.
With that said, The Home Depot considers this matter in-progress.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
** Case#: 31981153Initial Complaint
Date:03/21/2023
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.
Blinds installed are not done properly. Installed in 2019 and we have been talking to them continually and they are not able to provide resolution. We have been talking to them ever since the installation since 2019, but have not gotten any resolution from them, they keep on saying they will fix it and finally now are saying they can't fix it.Business Response
Date: 04/19/2023
April 19, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
Re: ************************* BBB Case ID # ********Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their defective blinds.
We partnered with the district service manager that oversaw the blinds installation and conducted a site visit on 03/31/2023. It was determined and suggested to install sidetracks to eliminate the light around the edges of the blinds. Customer was explained and given this information. We followed up with the customer as of 04/19 and was advised he will contact us in the next week to discuss the next step on a resolution. We will continue to assist the customer until the issue is resolved.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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 Team Phone:
*************************
SF Case # ********Initial Complaint
Date:03/21/2023
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 a ** refrigerator from Homedepot on 01/18/23. They delivered the refrigerator on 01/24/23. A week after the delivery the door handle came off making a clock wise drop and scratched the stainless steel surface. This drastic event almost injured my face. The metal screws were exposed. I contacted Homedepot, and was left oh hold, I got hung up multiple times without anybody addressing my concerns, so I decided to go the Homedepot to find a solution. The clerk talked to the manager, and he told her that they can only give me 30% off, and they will not replace the damage appliance because I had 48 hours after delivery to return the refrigerator. I asked to speak to the manager to let him know what happened, but he refused to talk to me. I called the corporate office, and they sent the ** technician on 02/27/23. The ** technician said that Homedepot usually takes off the refrigerator door handle with every delivery, and on this case, they failed to properly secured the screws on the door handle properly. When the ** technician attempted to open the refrigerator, the door handle came off again. He said that this was a safety concern and it was Homedepots fault for removing the door handle, therefore braking the integrity of the appliance. I told Homedepot that, I want a new refrigerator, or I want a full refund. Please, I need your assistance in solving this matter. Thank you.Business Response
Date: 04/03/2023
April 3, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************************
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 is replacing the refrigerator for the customer. It will take 5-7 business days for an update on when the replacement will be delivered. The Home Depot does not consider this matter to be 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,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:03/21/2023
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.
Went to Home Depot on 1/22/23 and purchased a Whirlpool Range. Delivery was scheduled for 2/13/2023.My wife and I were away on vacation during February, delivery was accomplished on 2/13/23. The contractor who is remodeling our lake home installed the Range after delivery. We visited this home on 3/18/23 and discovered the faceplate on this Range was dented. Went to the Home Depot on 3/18/23, spoke with 3 Home Deport employees, showed them a picture of the dent. The had us call Home Depot customer ********************** and spent over an hour on the phone to schedule a service call for 2/24/23 for replacement of the faceplate. We called customer ********************** on 2/**/** to confirm the service appointment and were told the service call was confirmed. On2/21/23 my wife received a ********* message that the service call was cancelled. We again called customer ********************** on 2/**/** and were told the service call was cancelled because it was scheduled for repair of a nonworking problem rather than a delivery defect. We spent an hour with a rep attempting to reschedule the service call after which the rep hung up on us. We spend anther hour on hold to speak with another rep who told us they could not help us without the serial number of the range, which was not on the paperwork or in the Home Depot computer. We spoke with a supervisor, who finally apologized for the mistake. She then said she would call the manufacturer and schedule the appropriate service call. by that time we had been on hold for over two hours, so she said she would call us back. The prior reps indicated that they could not make outgoing calls. This home is a weekend lake property 70 miles away from our home, so we could not get the serial number. The supervisor call back later and said a service rep would be contacting us to schedule a date for a service call. The refused to give us the name of the service rep or the service rep's ********* number. No call yet from the service rep.Business Response
Date: 04/03/2023
April 3rd, 2023 Attn: ***********************, Trade Practice Specialist Better Business Bureau Serving Metro *******, ****** & NE ******* ****************************************************************************** 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 Whirlpool Range delivery from The Home Depot. The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted ******************** with providing warranty support to repair the range. An authorized service repair is in process for scheduling the appointment and repair service. With that said, The Home Depot considers this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions. Sincerely, *************************** Home Depot ************* Resolution Expeditor - Executive Escalations Team Phone# ************************* Fax# ************** SF Case#: ********Customer Answer
Date: 04/03/2023
Complaint: 19631964
I am rejecting this response because:After many hours on hold with Home Depot, a service technician scheduled an appointment to inspect (and hopefully repair) my range for April 25, 2023. This is six weeks and three days after the initial complaint. Home Depot, Dakota in customer ********************** also promised me compensation for all my time and efforts to get this matter resolved. At best, this matter will not be resolved until April 25, 2023; and I am not confident it will be resolved then.
Sincerely,
*************************Business Response
Date: 04/13/2023
April 13th, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau 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 Whirlpool Range delivery from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted ******************** with providing warranty support to repair the range. ** has ordered the needed face plate with service scheduled for April 25th to complete.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: ********Customer Answer
Date: 04/14/2023
Complaint: 19631964
I am rejecting this response because: The service appointment scheduled for April 25 is the third scheduled service appointment. The first two service appointments were cancelled by either the service technician or Home Depot. Until the range is actually repaired this complaint should remain open. So for this matter has been pending for four weeks and by April 25 it will be nearly six weeks. I spoke with a Home Depot employee in ******** last week and he told me service technicians never show up there as the travel distance is too far. He indicated it takes three cancelled appointments before Home Depot take any real action on the complaint.
Sincerely,
*************************Business Response
Date: 04/18/2023
April 13th, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau 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 Whirlpool Range delivery from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted ******************** with providing warranty support to repair the range. ** has ordered the needed face plate with service scheduled for April 25th to complete.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31952423Customer Answer
Date: 04/18/2023
Complaint: 19631964
I am rejecting this response because: Every time I have spoken to Home Depot I have told them I will not drop my complaint until the range is fixed and I have been compensated for my time and effort as promised by Home Depot.In my previous response I relayed that a Home Depot employee told me the third service appointment will be cancelled as that regularly happens do to the location of this store. This complaint should remain open until the range is repaired and I have been compensated.
Sincerely,
*************************Business Response
Date: 04/25/2023
April 25th, 2023
Attn:*********************** , Trade Practice Specialist
Better Business Bureau 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 Whirlpool Range delivery from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted ******************** with providing warranty support to repair the range. ** has ordered the needed face plate with service scheduled for April 25th to complete.
We will continue to assist ******************** until this matter is resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
SF Case#: 31952423Customer Answer
Date: 04/27/2023
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.Home Depot has indicated they will continue to work with me until this matter is resolved.
Sincerely,
*************************Initial Complaint
Date:03/21/2023
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 12/16/17 my husband and I purchased an ** fridge from Home Depot, we paid $2,329.93. Two years later it needed a conderser it was still under warrenty. The warrenty was ready to expire so in December 2020 we renewed it. We paid over the phone with my husbands **** debt card amount $267.99. The renewell dates are from 12/01/20 thru 11/30/23. At the end of February 2023 the ice maker stopped working. We gave it a week and decided to contact Home Depot which would have been the first week in March. They were trying to tell me that they did not have a current warrenty with me. Since I knew I did and would not let this go I was told to give them a couple of days to check further. I called back three days later and lo and behold they found it. They said an ** tech would come to my house on 03/13/23. On 03/12.23 **** who is the ** tech called my house, i explained the problem and he said it was the conderser again and he has to order the parts which would take a couple of days. I called **** back two days later and had to leave him a message, he never returned my call. Two weeks into this we noticed our frozen foods were defrosting my ice cream was liquid. I called **** back no answer left him a message. Since he would not call me back i called ** again. Spoke to an *** who referred me to ***** who said that parts were sent to **** on 03/16/23. Called **** again left a message and as of today 03/21/23 still no return call from either Home Depot ** or ****. Its been a month now I had to throw away so much food. Every day we buy bags of ice and put it in large pots which we put in the fridge to try and at least have milk, butter etc. My husband is 66 years old and I am 71 yrs old and we are to old to have to live like this. We are living off of microwave dinners and can goods because i cannot cook a decent meal. We don't have the kind of money to eat out every day. I feel like they are trying not to honor our warrenty. As i sit here today I have no idea when or if someone will come to my home and fix this issue. I just can't call any of them anymore because they pass me on from one person to another and i get no results. So before me and my husband go out to purchase another fridge i'm reaching out to you for HELP. Thank you,Business Response
Date: 03/31/2023
March 30, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
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 customer has refused the ********************** appointment that was scheduled because the customer bought a new fridge with a different retailer. We are confirming with our business partners that the appliance was covered under the extended warranty to request a buyout on the appliance. At this point we do not consider this matter resolved and are working toward 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 should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: 31952227Customer Answer
Date: 04/04/2023
Good morning,
In response to Home Depot's email, I need you to please keep in mind that I agreed to three ***********s, and no one ever confirmed or showed up for any of them. Meanwhile, my husband and I were living out of coolers in our kitchen! I spoke to someone who said they would be at my home on the 28th (another week). I told him that was too long, and if he could not get a repair person to me by that Friday, I was purchasing a new fridge on Saturday. I called ASAP, and they said there was nothing confirmed. I told them the same thing: if they did not have someone to my home by Friday, I was buying a new fridge on Saturday. Friday came and went no call no appt. We went to Lowes on Saturday and our fridge was delivered that Monday. I finally got a call Tuesday from ASAP stating they would be there Thursday. I told them I could not wait any longer, and we bought a new one. We tried to work with Home Depot and ASAP, and all we got was the runaround. Funny, I was told the part was delivered to someone named **** on March 16th, and I still had no one coming to fix it. We paid for the extended warranty; they even confirmed it to me, over the phone, and I can confirm it was paid via my bank. I had a doctor's *********** on March 24, and while I was there, my doctor took my ** and blood. My ** was very elevated, and my cholesterol went up so much that my doctor had to increase my medicine. I attribute this to the fast food and frozen dinners I was forced to eat and was not accustomed to. This is the first time my medicine has had to be increased in years since I started taking the medicine, but when you cannot eat what you are used to because you cannot keep it refrigerated, it is bound to take a toll on your health. This had me and my husband physically and emotionally drained; we've never had to live like this. So this is why we had to buy a new fridge. We waited a month for Home Depot or ASAP to make it right, can you imagine living without a fridge for a month, well I can tell you it is horrible.Customer Answer
Date: 04/27/2023
Good Evening,
I'd like to thank you for your assistance in resolving the problem I was having with Home Depot. Home Depot contacted us and presented ** with a check. I genuinely believe your involvement was vital in resolving this issue.
Thank you!Initial Complaint
Date:03/21/2023
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 05/14/2022 I entered into a promotional agreement with Home Depot. The contract was made regarding the installation of new countertops in my home. The ** gave me an installation date of mid July 2022 and the name of the contractor they would send. No-one showed up from the contractor company. Ever. I notified ** and was able to cancel the contract. First it was completely cancelled and I was refunded what I had paid under the contract. Then out of the blue I was charged $379.39 under the terms of the initial contract. I have spent the last 8 months attempting in writing to get ** to explain this charge and remove it. I did not receive any goods or services from the 05/14/2022 agreement. ** has provided no document or receipt for that amount signed or authorized by me. The CONTRACT WAS CANCELLED and ** continues to bill me for $379.39 under the original contract. No-one in customer ********************** or the finance department of ** can provide me with ANY DOCUMENT justifying a charge of $379.39. Now they are threatening me with reporting to the credit bureaus because "their investigation" has determined I owe this amount. Which again, they cannot prove as I did not authorize a charge of $379.39 as part of the contract signed on 05/14/2022. I have provided ***** of information with have not even been read or acknowledged as they consider the dispute "closed". The dispute is not closed until they show me what this charge is for and a receipt indicating my authorization o same. Which they CAN'T because no such authorization exists. I believe that ** is deliberately committing fraud in order to "justify" this charge, which DOES NOT EXIST. They have been unwilling to even read my documentation and the threats of action against my credit are apparently supposed to make me not pursue this. I have an excellent credit rating and have been a great ** customer, but this is just BS.Business Response
Date: 04/17/2023
April 17, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *******************************/BBB Complaint#: 19630505
Dear ************************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Home Services credit card partners have contacted the customer and issued a ********************** back to her card.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********
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