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
- 9,951 total complaints in the last 3 years.
- 2,855 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:04/18/2023
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.
Purchased this online. Umbrella was poorly assembled and the rope attached to crank it open was simply improperly tied and immediately broke. The umbrella was never used. It is in brand new condition. This was a simple manufacturing mistake that could have easily been repaired however instead Home Depot simply refused to repair/replace. It was ordered April 6, 2022 and took 4 weeks to arrive. Conveniently they are claiming g it is beyond their 1 year warranty. I have shipping label copy as well.
Business Response
Date: 04/28/2023
April 28, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 3030
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 while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have contacted ******************** and offer her an electronic gift card from the Home Depot for $419.59 as a form of compensation for her defective ************** and she has accepted.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 if you have any questions.
Sincerely,
***** T Hodge
Executive Escalations
Phone: ***********************
Fax: ************
**: 32266933Initial Complaint
Date:04/18/2023
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.
March 30 I purchased and ** tower washer and dryer. Purchased item cost $2,362.92. The item was set to deliver 4 days later. It came to my home unloaded in the middle of the street to check for damages and it had a huge dent in the item. I didnt receive it. The guy told me to request another one. I did before the guy could leave. Home Depot gave me another delivery date. The day before I had a missed call. I returned call to find out it would be deliver and needed to be pushed out again 2 more weeks. I initially requested a refund. They said that they could get it sooner and that the request had not gone through. This past Friday I received a call the day before delivery saying it did not deliver. So I called once again and the lady reported that it was canceled on LGs side not their it still showing delivery. They told me to call yesterday but I work. I called today to make sure order is canceled since on Friday they were not sure. Today they were still unsure. I said I want my money back. Then they mentioned it wont be returned until item is returned. I never received it. Never accepted delivery. All calls are recorded per Will ***** with resolutions center. He said it wa my fault it was all messed up since I canceled order. I explained to him that had she not promised an earlier delivery date this order would have been canceled. Confirmation number for complaint issued with **** depot he said he was checking for fraud with vendor. 86894462.Original order number is H3904-232295.Business Response
Date: 04/24/2023
April 24th, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******,** 30303
RE: ****** and **********************; / 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 ** Appliances ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team will has assisted **************** with their appliance order H3904-232295.
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#**************
** Case#: 32273988Initial Complaint
Date:04/18/2023
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.
Purchased item Maytag Dryer Rack for 29 in. (Store SKU # **********) on April 1st order# WB42035243, it arrived broken. Called and asked "If I place another order of same item can they make sure that the item gets some packing materials in the box, because it slides around inside box and snaps the plastic legs." I was told that it would be done so and they also said they will ship with other carrier to be safe. So I placed another order # CP63738255. It arrived today in same condition, broken with no packing inside box. 18 days have now passed with no dryer rack, and we have to return item again. We have had to drive twice to the store to return. I will be ordering from a place that will care enough to put a little bubble wrap to save $67 x2.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 Online Executive Escalation Team have reviewed the customer's complaint and are collaborating on the best possible solution to address the customer's concerns. ********************** Online Executive Escalation Team has spoken to the customer and informed him that we will reach out to Maytag to inform them of the packaging issue. The customer informed us he has purchased the dryer rack somewhere else, and we provided him a $50.00 gift card for his experience. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
****************** | **********************
Executive Escalations Specialist
Phone: *************************
Fax: **************Initial Complaint
Date:04/18/2023
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 am a Package Center Supervisor for *** in ************. We have a customer who has filed a claim with us regarding a return they are trying to make to Home Depot. This customer purchased a Somerset 70 in. Electric Fireplace, which shipped out in two boxes. Upon receipt, the purchased item was broken. They filed a return with Home Depot (Return Authorization Number: ********), and Home Depot only provided them with one call tag/return label- for two boxes. I called customer **********************, but they stated that they could not generate a second label. *** needs to be able to pick up both parcels, but again, we were only sent one label for two boxes. We are requesting that a second call tag/return label is generated. Tracking number: 1Z87557E7892245209.Business Response
Date: 04/24/2023
April 24,2023
Sent Via Email
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 customer may have experienced with their purchase s from our store.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations advised we used *** tracking number 1Z87557E7892245209 to locate customer, ******************************* order number CP63376776. We verified return was created for 1 box creating 1 *** label. We canceled return and created new return for 2 boxes and 2 *** labels, 1Z87557E7893314687 and 1Z87557E7890936476.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number 32266971Initial Complaint
Date:04/18/2023
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.
Bought a product because the company said it came with a warranty and then would not honor the warranty or refund. Scammed me into buying a product.Business Response
Date: 05/01/2023
April 28, 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 order H4408-170943 for flooring materials.
The Home Depot has reviewed this case and reached out to all parties involved.The manufacturer hired an independent contractor that came to the home to inspect the floor. They provided a report on their findings denying the claims.We have reached out to the customer to over the report, product *****************************, the warranty and cleaning instructions. Currently we are discussing a one-time courtesy for the inconvenience. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for the customer.
Please know that it is *********************** 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.
Sincere regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 32213597Customer Answer
Date: 05/01/2023
Complaint: 19952671
I am rejecting this response because:
Sincerely,
***************************Business Response
Date: 05/02/2023
May 2, 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 order H4408-170943 for flooring materials.
The Home Depot has reviewed this case and reached out to all parties involved. As previously stated, the manufacturer hired an independent contractor that came to the home to inspect the floor. They provided a report on their findings denying the claims; Over-tapping,maintenance and cleaning were the reasons the claim was denied. We had reached out to the customer to go over the report, product *****************************, the warranty and cleaning instructions. We have offered the customer a partial refund as a one-time courtesy for the inconvenience. With that said, The Home Depot has addressed our customers complaint and considers this matter resolved. Please see attached report with photos.
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.
Sincere regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Customer Answer
Date: 05/02/2023
Complaint: 19952671
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
Date:04/18/2023
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 used Home Depot to order kitchen cabinets and have them professionally installed. The ordering process was fine. I have an issue with the substandard install. Parts and processes were not ordered correctly. The subcontractor blamed this on the design team, and the design team took the responsibility to get it fixed. The subcontractor took responsibility for the fact that the install is off center and not square in spots. He also took a piece of trim off the cabinets which has left exposed nails. The cabinets were also "modified" by the install team to fit on top of 1/4 inch of *********** makes it very difficult to have the floors redone. As a matter of fact the subcontractor that was used for the cabinets is also the sub for the floors. He said that he would not do the floors with the cabinets installed like that. My question then is why did you install the cabinets that way, if you knew it was wrong. So I guess that part is my fault, because I did not specify that I did not want the cabinets installed on the tile. I was also charged by the subcontractor for more than $700 of electrical work that wasn't needed. So I am looking for a prompt refund of the money owed. I have provided pictures of the install and damage to the cabinets. Everybody has now stopped communicating with me. No emails. No phone calls, unless I call them. Empty words and promises. I also have countertops awaiting install until the cabinet situation is resolved. I want my kitchen back. DO SOMETHING HOME DEPOT!Business Response
Date: 04/28/2023
April 28, 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. Upon review, the customer has been contacted by the ****************** team. The service provider confirmed that all that remains is one skin and one piece of filler to complete the project. The customer's order will be expedited as much as possible.
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: 32266474Customer Answer
Date: 05/02/2023
Good morning,
The install team did come back and fix the original issues. I am not prepared to close my complaint for 2 reasons.
1. We are still waiting for the correct parts to build out the corner cabinet. This could take 2 weeks to get in, plus install time. I would like to wait until the job is 100% finished.
2. I am still owed a refund for electrical work that was prepaid but not needed.
Thank you,
*****************************
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 # ********
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 customers parts have been ordered. Once the order is received the customers repair appointment will be scheduled.
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: ********Customer Answer
Date: 05/12/2023
Good morning,
I am aware of the parts being ordered. Your kitchen design team has been wonderful to work with. I am mostly concerned with, and have conveniently not heard a response about, the money owed to me for electrical work that was not needed or performed. Very specifically I was charged ahead of time to move a microwave outlet and box an outlet under the sink. I was told if this was not needed that I would receive a refund. Both of these things were not needed and now would like my refund. The compliance person for the subcontractor will not return phone calls, and every response through BBB seems to not address it.
This is getting ridiculous,
*****
Business Response
Date: 05/18/2023
May 18, 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 installation team confirmed that after communication with the customer the outlet for the sink was completed as well as the outlet for the microwave. Both have been completed and there will be no refund.
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: 32266474Customer Answer
Date: 05/22/2023
Good morning,
I appreciate your firmness in your previous response. I want you to remember that I am only asking you to fix your own mistakes. This is still not finished it has been months. In regards to the electrical work, if you want to come over to my house I can show you the "supposed" electrical work that was done. If you want me to provide pictures (understand that I have had to provide everything throughout this whole process) I will not. It will cost me more money than I am pursuing to have the microwave and cabinet pulled off the wall to prove that there was no work done. No whole cut, no whole patched and no outlet moved. I will pursue this through the *** and see where that gets me. I do finally have the parts to complete this job. I would like for the sub to come over ASAP to finish correcting the mistakes that were made. Understand that this went from me just trying to get my cabinet job finished, to only communicating through the BBB. This is a masterclass in poor customer **********************, and I hope that you all can learn from this. I will most likely not receive a refund, but I will go out off my way to not shop at Home Depot ever again. This will cost you tens of thousands more than my little $700 refund. Thanks for all your help (said with *******).
Please finish the job and get out of my life,
*****
Business Response
Date: 05/27/2023
May 27, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
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 was contacted by the ****************** team who provided the following update.
We spoke with the customer, and he is not willing to complete the skin and filler that is not part of the original design. The designer ***** told him that it was his (******) mistake and Metro will get it done. We have sent him a change order for this and a change order refunding the approx. $700.00 for the electrical.
We asked ***** what he thought should have happened with the electrical and he could not answer. We explained that the outlet in the sink base needed to be ran there because the electrical comes from the wall and the sink base is on the peninsula.
The outlet for the microwave was installed new because there was no previous outlet. The customer did not understand and stated he will not stop fighting with HD until he gets his money back.
We sent the change order, and we are trying to schedule the service to install the remaining parts. If the customer is unwilling to allow this work panel to work, we will have to have another game plan. Metro has agreed to the electrical refund (and chargeback) even though the disputed work has been performed.
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: ********Customer Answer
Date: 05/30/2023
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:04/18/2023
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 placed an order with HD on 4/12/23 - WB42896606. This order has been inexplicably and repeatedly split between stores for items that are listed in stock. I've been told by multiple different parties that items are in stock to be delivered only to be later called back and told that the item is not actually in stock (despite website showing it in stock at that location) and the deliveries have been repeatedly pushed out, after paying for a scheduled delivery window. I've been in contact with at least 5 different people throughout this process, each of whom has given me a different story and promised to rectify the issue. Most recently, I was told that the items I ordered were to be delivered this morning and again, 2 of the items were inexplicably split off the order and rescheduled for delivery on a completely different day without my authorization. The delivery was originally scheduled for last Friday, then was pushed to this Tuesday, then was split between this Tuesday and This Friday, now has been partially delivered as of Tuesday, with the balance delivered on Saturday. Nobody seems to know whats going on. I'm now being promised that the remaining items will be delivered tomorrow (Wednesday) but nobody can provide me an actual time for the delivery. I need to know what is actually going on here and what the failure in the process is as if these items are not delivered in the AM tomorrow I will be forced to rent my own truck and purchase the remaining items from a different supply house and I want Home Depot to reimburse me for that if this is what happens. There is absolutely no excuse for the complete and utter mess I've experienced with this order and I will likely never order a Home Depot delivery again as a result.Business Response
Date: 04/28/2023
April 28, 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 *** 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 online resolutions team contacted the customer to further assist. The customer was offered a gift card in the amount of $150 and a refund for $218.21. The customer accepted the gift card offer and was advised to allow 3-5 business days for the refund to post. The customer was also refunded the $99.00 delivery fee from the store level. The customer responded via email to advise his purchase was to be an expressed delivery and would like to know why his order was tampered with by someone at the Home Depot. We advised, we certainly apologize the store encountered an inventory issue causing a delay and inconvenience for the last two items (9/16 in. x 3-1/4 in. Primed Finger Jointed Pine Moulding Pro-Pack Base Moulding (10-Pieces)), (32 in. x 80 in. No Panel Primed Smooth Flush Hardboard Hollow Core Composite Interior Door Slab with Bore). It is our goal to meet our expected ETAs provided the best we can,although we can sometimes encounter inventory issues that *** result in unexpected delays. We thank you for bringing this matter to our attention, and we appreciate your patience and understanding. We also provided the customer screenshots of the purchase providing a breakdown of the two separate deliveries. We responded via email to the customer providing a breakdown on the split delivery STH/BODFS (deliver from store).
A supervisor contacted the customer and apologized for the experience with our local stores and for the unfortunate tenor of his conversations with our team. The customer was offered another gift card in the amount of $45 to assist him with his bathroom remodeling project which the customer accepted.
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: 32266673Initial Complaint
Date:04/18/2023
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.
Date of purchase was November 27, 2022 and it was delivered on December 8, 2022. A Whirlpool dishwasher was purchased for me by my mother and she spent $1,135.78, including installation, and a 5-Year protection plan. We were supposed to receive a Whirlpool dishwasher but a Maytag dishwasher was delivered. My husband and I were unaware of the mixup until the dishwasher broke in January. Since we received the dishwasher, it was leaking, and actually flooded our basement at one point.Once the dishwasher broke, and we pulled out the paperwork, we realized the wrong dishwasher was delivered from the start. We have had several calls, and emails with no resolution to them replacing our dishwasher for us. My husband has made several attempts via both phone and email and I've made one attempt via email and several via phone. We keep getting the run-around and nobody is willing to help us replace this dishwasher. The dishwasher has been paid in full by my mother already, and it's money wasted as I still have a broken dishwasher hooked up in my kitchen. Order #WE10546121Business Response
Date: 04/26/2023
April 26, 2023
Sent Via Email
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 customer may have experienced with their purchase s from our store.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations advised the customer has been contacted and informed the wrong appliance was delivered, and that we are sending a replacement dishwasher due to the issue being the fault of Home Depot
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number ********Customer Answer
Date: 04/26/2023
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:04/18/2023
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 received a letter from Home Depot in November 2022. The letter stated that I have unclaimed property of $1000 for a settlement. I mailed the signed letter to the address on the letter stating that I have not received the funds. To date, I have not received the status. I have called many times and ** told that there is no way to speak to anyone in unclaimed property. I have to use an email. I have sent a couple emails and receive the same automatic response: Thank you for contacting The Home Depot ****************************** Home Depot customers may receive a letter informing them that Home Depot has money due to them. These letters are required by state law. The money due may be the result of a check that was issued (Refund/Rebate or Payroll) to the customer that was never cashed. The check could be between 1 3 years old. To minimize inconvenience and delay in returning the money, the customer MUST take action by the date indicated on the letter OR the check will be escheated to claim from the state. The customer must: ********** requestors: Please email a copy of your letter stating if you would like to recieve your funds, and confirm your correct address. All other states, Please check the appropriate box on the letter and sign the letter; and email the letter ******************************************** I am concerned that I am unable to contact anyone regarding this settlement. Can you please help to resolve this issue? If I am due money, I should receive it. I dont know why I cannot get a response. Thank you.Business Response
Date: 05/05/2023
May 5, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & 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. Upon review, the customers funds have been escalated in the *************. The customer has completed the appropriate paperwork to receive her funds.
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: 32266447Customer Answer
Date: 05/05/2023
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:04/18/2023
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.
Purchased an appliance with installation from Home Depot and along with other installation problems my floor was scratched. Immediately called Home Depot and had to speak to several agents before finally being able to file a claim. Was put in touch with their insurance company ******** and in order to fix my floor they wanted me to get estimates. All contractors and repair companies said they could not repair it and the floor would need to be replaced. ******** then said they couldn't handle this case and I had to work with the intallation company's insurance carrier. I have been unsuccessful in reaching them through phone or email and am not getting anywhere in close to a year. Followed back up with Home Depot customer care and they just forward me to Sedgwick. The whole experience has been frustrating to say the least.Business Response
Date: 04/21/2023
April 21, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
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 her appliance delivery damage.
Home Depot has carefully reviewed this matter and offers the following response. Online Executive Escalations Specialist *************************** contacted customer on 4/20/23 via email and provided the number to the delivery agent to continue their claim and to provide documentation for the estimates on their flooring repair.
With that being said, The Home Depot considers this matter closed.
Please know that The Home Depots goal is 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.
Sincerely,
Mrs. **********************;
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. ***** in my absence.
SF Case# ********Customer Answer
Date: 04/21/2023
Complaint: 19951843
I am rejecting this response because:Have been through this route before and they didnt want the estimates I had because all contractors said it needed to be replaced. Am willing to try again with same company but want to keep this open in case the outcome is still the same.
Sincerely,
*****************Business Response
Date: 04/27/2023
April 27, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
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 her appliance delivery damage.
Home Depot has carefully reviewed this matter and offers the following response. As previously stated, Online Executive Escalations Specialist *************************** contacted customer on 4/20/23 via email and provided the number to the delivery agent to continue their claim and to provide documentation for the estimates on their flooring repair. Customer was advised their case would be closed. Customer was also advised their claim and issue is with the delivery company and was provided all information to continue their claim.
With that being said, The Home Depot considers this matter closed.
Please know that The Home Depots goal is 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.
Sincerely,
Mrs. **********************;
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. ***** in my absence.
SF Case# ********Customer Answer
Date: 04/27/2023
Complaint: 19951843
I am rejecting this response because:Home Depot is asking me to go the same route Ive been through for almost a year now in working with companies theyve contracted with. I said I was willing to try it again but the whole point of me asking Home Depot to step in was because I needed help finding an acceptable resolution. I am Home Depots customer and not the delivery companys customer. To say that I have just been forwarded to Home Depots delivery contract company doesnt make sense. Again, I am Home Depots customer which is getting lost here.
Sincerely,
*****************
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