Business Profile

Building Materials

The Home Depot

Headquarters

Complaints

This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased carpet and they installed on 9/7/22. The installers came out and began to put in the carpet. They first informed me that they aren't going to install this kind of carpet any longer because it's not good and hard to install. He said if you get a snag cut it. As if it get pulled it will run all the way down. Not good for animals. I spent over $4000 for this I expected to have a long lasting carpet. They finished installing. Before they even left we found a least 5 quarter size holes, 2 since they left seems that didn't run together well and can noticed them. (We know we need molding and was the plan) but on areas that have it already are horrible. One is separating already. I had to have them fix roles (stretch) the carpet. There is hard glue spots and nail from strips that stickup. They kept saying oh it's the carpet it's bad. Yes it is and the installers where not good as well. I kept showing them and it's like they fix one thing and then try leaving if I didn't keep checking there work it would have been left it. I am not having a new carpet that is just all patched up. Seems separating snags etc. This is a combination of bad carpet and bad installers. I would like this resolved by having another carpet installed or a refund of my order so I can get something not all patched up already. Not having these installers back either.
Business Response
Date: 10/04/2022
10/04/2022

Sent Via Email

Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************

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 her carpet installation.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our field team has offered the following response:
After the site inspection yesterday (09/27/2022),we determined that the customer is not happy with the quality of the carpet,although it is not defective, and there were some opportunities with the workmanship. The Service Provider has offered to reinstall a new carpet free of charge. I spoke to customer, and we are working on a new product selection.

Our field team will continue to work with the customer to get this issue resolved.

The customers case will remain open until the issues are resolved to the customers satisfaction.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

Sincerely,
******* Clay
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 30205683

Customer Answer
Date: 10/04/2022
We are still working on the details of the steps to resolve the matter. I agreed to new carpet AND install. But can't reply on this being a closed matter till I see what and how this all to works out with the carpet selection and how the install goes. I am hoping this is done in a timely manner. And I never spoke to the person who responded to this complaint. Only the service provider manager and the store manager.
Business Response
Date: 10/07/2022
October 7, 2022

Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303

RE: *********************************/BBB Case # ********
Dear ****************,

We acknowledge the receipt of the BBB Case # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with her carpet selection.
The customer has selected the new carpet and the order has been placed. The customer will be contacted to schedule the install date. As previously stated, the case will remain opened on our end until the installation is completed to the customers satisfaction.
The Home Depot does consider this case closed.
As previously stated, The Home Depot has addressed our customers complaint.
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.

Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF#********
Customer Answer
Date: 10/12/2022
I have read the reply! And as mentioned, I have reordered the carpet. And have a install date November 4th. Home depot has done there part with the reorder and now I am waiting for the install. Which was a huge part of my original complaint. At this point I don't want to close my complaint till after my install is completed Unless adviced otherwise what I need to do here
Thank you
**********************;
Initial Complaint
Date:09/21/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Toro snow blower from the Home Depot in ********, **. It was delivered to my home without both batteries and both chargers. This model comes with two chargers and two batteries according to Home Depot's ad and on their website. I called and was told I could pick them up at the store. When I got there customer ********************** gave me a couple of boxes and said everything was there. When I got home I noticed only one charger was in the box. When I called again I was hung up on. So I called again and was rudely told by the same person that they can't give me an extra charger. They said this item only comes with one charger. The ad clearly displays two chargers and two batteries and the manufacturer advertises it as coming with two of each. The HomeDepot "Questions" page for the product on their website shows two separate people who ask specifically about it coming with two chargers. The employee who replied stated that two chargers are included. Every other retailer sells this snowblower with two chargers. Order placed: Sept 18th Delivered on: Sept 20 Batteries and charger picked up from store: Sept 20 @ 3:30-3:45 I would like the charger I paid for or to return this item in its entirety for a full refund of $1,726.92. I do not want to be penalized for returning it with only one charger. Toro Item: 24" (61 cm) 60V MAX* ** x 6.0 ah) ********************** Max *** Two-Stage Snow Blower (*****). Home Depot Order# W895826828
Business Response
Date: 09/23/2022
September 23, 2022

Sent Via Email
Attn: ******************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303

RE: ***********************/ BBB Complaint#: 18055567

Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalation team contacted the customer on 9/21/2022 and offered to send the missing charger. Our team placed an order for the missing charger at no additional cost to the customer.
Should the customer require additional assistance, please advise them to contact the online agent who reached out to them (******* @ *************************).With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

Sincerely,

*******************************
Executive Escalations
Phone: ***********************
Case: 30205250

Customer Answer
Date: 09/23/2022

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:09/21/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Lifetime Tuff Shed from The Home Depot online. I paid extra for them to assemble the shed at my home. My first order had an incorrect delivery address. Numerous phone calls later they eventually canceled that first order. I reordered and received the shed on August 9th. The company that is supposed to assemble the shed is called ************. I had their number from the previous order to schedule that installation. I called ************ when the shed first arrived and they said they would put a rush on it and technician would contact me with ***** business hours. It is now September 20 and I was supposed to have received a call from the district manager of The Home Depot today. I have spent hours upon hours on the phone and it has been the same response every time. I have spoken with 3 supervisors who said if it was not resolved they would bump it up to the district supervisor. No technician has ever responded. ************ has the same response every time I call, that a technician will get back to me within ***** hours. The shed has been in our garage since August 9th and is in the way. If they cannot come they should not have offered the service.
Business Response
Date: 10/03/2022
October 3, 2022

Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303

RE: *************************** / BBB Compliant #********

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation received a call from ******************************* on October 3rd regarding her order # WP41676918. At this time, ****************** confirmed that the shed was assembled. We offered the customer 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 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,

*********************
Executive Escalations
Phone: ***********************
Case:30199500
Customer Answer
Date: 10/06/2022

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:09/20/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 15, 2022 I ordered (order #W891781987), $3156.; $3007. after a military discount, worth of new appliances. This order included the installation of a new microwave ($140.) and haul away of the old one ($40.). It also included the installation of a new dishwasher ($99.) and haul away of the old one ($40.) totalling $319..When the delivery came on Aug 3, 2022, the installers notified me that they were not able to install the new dishwasher (nor haul the old one), and they made a note to Home Depot for a full refund of the $40. plus $99.. I 2as also told that day that there was no installer for the new microwave on the delivery, so my microwave would not be installed nor would the old one be hauled away. ($40. plus $140. for the install). I was told that I would get a call from the Home Depot to reschedule the install, but never recieved that call.On Aug 14, 2022 I notified Home Depot both via email and phone that I needed a refund for services not rendered, as I had already paid for them in full. Home Depot finally contacted me on Sept 9, 2022 about a Case: ********, however it has been months and I still have yet to recieve an email, a call or my refund of $319. for payment of services not rendered.Any assistance you can provide to help me recieve my $319. refund will be of great help. I can no longer get a response from the Home Depot. Thank you kindly,********************************* **************************************************************************** ************************* **************
Business Response
Date: 10/05/2022
October 5, 2022

Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303

RE: ********************************* / BBB Compliant #********

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Home Depot Online Escalation called and emailed ************************************* on October 3rd regarding her order W891781987. At this time, ***************** confirmed that she received her refund and to close the case.

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @ *************************).

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,

*********************
Executive Escalations
Phone: ***********************
Case:30199504
Customer Answer
Date: 10/07/2022

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:09/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Online Order number WP45885360 paid $78.85 to pick up 16 bags of 0.5 cu. ft. pond pebble landscaping rocks 50lbs bag. 1st issue weight differential 30lbs vs 50lbs; 2nd issue color not as shown online. 3rd issue bad customer **********************. Arrived in store for pick up items were not ready for us to pick up, waited 30 minutes for associate to get help and brought me the first 8 bags of the stones, another Homedepot associate helped loaded the bags to my trunk, I mentioned these dont felt like 50lbs, the associate said right, they felt like 30lbs, I asked him if theres someone I can talk to regarding the weight differential, he said he doesnt know. When I came back for the 2nd half 8 bags, I ask another associate inside the store she said no one to talk, you can return them. Most of the bags already opened damaged, associate said thats it, take it, she cant get any other bags. After another 30 minutes waited no associate help load bags to trunk, I have to do it myself. Worked hard to get rocks out at night watered and the next morning notice rocks not in the color brown as shown on Homedepot website and theres a lot of dirt underneath after water. Contacted Homedepot representative online chat, he apologized but theres nothing he can do because thats a pick up in store order.
Business Response
Date: 09/22/2022
September 22, 2022

Attn: ******************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303

RE: ******************* BBB Complaint#: 18054716

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

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the 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 online team has confirmed that the customer will be returning the product to the store for a refund. With that being said, the customers concerns have been addressed.

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

Sincerely,

******* Lasseter
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Customer Answer
Date: 09/22/2022

Complaint: 18054716

I am rejecting this response because: Homedepot hasnt show me that they done anything related to my complaint. My response to their email I will take the bags out from garbage can and remove rocks from my yard put them back into 16 bags then return them to local Homedepot for refund. Thats my action, but I dont see anything done on their end regarding misleading product/services and bad customer ******************** inside out.

Sincerely,

*******************
Business Response
Date: 09/27/2022
September 27, 2022

Attn: ******************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************************ Tower, Suite 900
*******, ** 30303

RE: ******************* BBB Complaint#: 18054716

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

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

As previously stated, the Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot online team has confirmed that the customer will be returning the product to the store for a refund. With that being said, the customers concerns have been addressed.

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

Sincerely,

******* Lasseter
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Customer Answer
Date: 09/27/2022

Complaint: 18054716

I am rejecting this response because:What does an apologize do to my the time and labor wasted on that purchase. Do you know know difficult it was to load and unload those 16 bags of bad rocks, do you know how hard it is to put all them on my landscape area, and do you know how difficult to put them back into the bag? All these because your misleading information and bad customer **********************. Only a word apology from Home Depot, and I have to do all the work. Home Depot need to read product customer reviews, take action not just words, this issue is ongoing on for years but product still listed for sales with no improvement.

Sincerely,

*******************
Initial Complaint
Date:09/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June of 2021, I ordered a kitchen cabinet set from Home Depot in ********* ******. The set arrived in the winter time, and we scheduled installation in February. Upon installation of the first few cabinets, we realized the cabinets were the wrong color, despite being marked correctly. It took months for things to transpire so that eventually the cabinet company admitted that there was an error when formulating the color. New cabinets are supposed to be on the way, but Home Depot has not put into writing anything regarding us not being charged again. There is a charge on our account for an installation that never fully happened. Multiple times Home Depot has said that they would come and install the rest of the cabinets so that we have a usable kitchen, but they have not done this. I still do not have any way to open my cabinet doors and only half of my cabinets are installed. I have no idea when my new cabinets will arrive and no assurance that I will not be on the hook for the cost of demolition of The current half kitchen and then reinstallation of the correct color cabinets. Additionally, Home Depot has mentioned that prices have gone up for the countertop since we ordered it nearly a year and a half ago. Home Depot has not been forward with their communications, has not responded to my questions in full. I have had to go in in person and wait hours to talk to anyone who knows anything about my order. I am seeking help communicating with Home Depot and getting full answers about my order. Well I do think that Home Depot should provide some additional compensation for this enormous lapse in communication and delay, my main goal is to take care of my kitchen. Additionally, there was a miss measurement that resulted in cutting into my wall in a way that damaged the vapor barrier. I have asked Home Depot to address this before winter, but they have yet to do that. I have never filed anything with BBB before, but I dont know who else to go to for support. Thanks
Business Response
Date: 10/19/2022
October 19, 2022

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

RE: ******************************* / BBB Compliant #********

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Escalation Team called and spoke with ************************************ on October 19th regarding her order H1303-102077. At this time, the customer advised all cabinets except for one have been received. ******************* asked that we assist her with additional paperwork to begin the countertop installation. On behalf of the customer, our stores leadership was notified via email regarding the paperwork.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).

This matter is still in progress and monitored until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*********************
Executive Escalations
Phone: ***********************
Case:30199508
Initial Complaint
Date:09/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Baught the 12 foot skeleton over the phone i drove over 2 hrs to get him to the home depot past ********** got him home pieces are missing stand is cracked cant even assemble him all the parts arnt there after spending over a full tank of gas and driving clear down there i called them and they told me there isnt anything they can do. I want a full refund of this product. *** spent alot of money there for Halloween i baught the witch the wearwolf and the reaper i havent had no issues until now im very upset
Business Response
Date: 09/23/2022
September 23rd 2022

Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 **************** Suite 900
*******, ** 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 order # H4123-224334 from The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team will be assisting ***************** with her online order # H4123-224334

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#: 30228428
Customer Answer
Date: 09/23/2022

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:09/20/2022
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,We have purchased a countertop material from home depot and it included the installation on 07-31-2022. The promise from the sales representative was to have a contact in the next 3 business day to measure a template and about 2 weeks for the installation. The contractor who received a job contacted us only in a 1.5 weeks for the template measure. They have arrived a week later (2.5 weeks). Template was taken and we have mentioned we need a custom mitered edging to cover the plywood. The additional charge for this request was added and we have paid in full for it. So all together we have paid $6,737 for the stone. Then, the company contacted us and said they need to take off measurements again and create a more accurate template. We have waited for another 2 weeks for a person to stop by. After that they have scheduled an installation date for 08/14 (almost 7 weeks from the day of purchase). The crew has arrived on 08/14 and we see that the stone had incorrect edging. We started to raise questions and the installers answer was that they do not miter a 3cm stone. However, all along we have been paying and talking about 3 *************** and they did charge us extra money for the mitered edge. Also, our contract does state a 3cm stone with mitered edge. We were open to go with the 2cm stone all together if knew about the issue. However, during the install date it was the only time when they mentioned about it. Then the representative went all the way telling me that i need to put a filler piece when in fact we need to have a 1.5 stone edge instead. Then, she went into lengths saying that we need to pay for the extra material. When we said that mistake was not ours and our contract clearly states what has been ordered, they have offered a new installation date. We gave them a chance. The new date should have been 09/22. Today 09/20th, we have received an email from the installer notifying us that their equipment is broken and they do not know when it will be fixed.
Business Response
Date: 09/28/2022
September 28, 2022
Sent Via Email

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

RE: VALERIIA ZVOLEIKO / BBB Complaint#: 18054420

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

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the 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 team completed installation 9/27/2022.

With that being said, the customers concerns have been addressed, this matter is resolved in our office.

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,

*********************-Duper
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF: # ********
Customer Answer
Date: 09/29/2022

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 took an effort to honor the agreement and proceed with installation as discussed. Suggestion to the Home Depot is to solve matters directly with the customer rather than waiting for a third party to be involved to solve issues. Lack of availability of staff and not being able to contact the Home Depot responsible party directly created a lot of frustrations and miscommunications.
Sincerely,

**********************
Initial Complaint
Date:09/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We ordered 212 pieces of drywall and sheet rock. We ordered it online. We were offered threshold delivery. Which means they bring it in your front door or into your first floor or into your garage we paid an additional $306 in addition to $79 fee and $20 time slot for this service By the way still being offered on their website even 9 hours later when they say they dont offer it. They never communicated with us until they got to the house today. There was nobody to do a threshold delivery. The corporate office pushes us off to the stores. The store order was split up with two stores theyre pushing it off to the corporate office. I just want know whos going to move the other hundred sheets of drywall thats going to get delivered and thrown onto my front lawn preferably not when its raining??? Home Depot *****
Customer Answer
Date: 09/27/2022
They got 4 guys to deliver into my house as promised . I would like to thank them profusely . ************* and Corporate went above and beyond ! I would like to have it noted that they resolved the issue quickly and close the complaint
Initial Complaint
Date:09/20/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered some lights from Homedepot. When I received the order, I found out that they shipped the wrong item, which was listed for a lower price.I went to HomeDepot trying to get the price match but get refused. They asked me to return the whole order. However, my contractor already installed some of the lights. It will cost me a lot of money to remove them.
Business Response
Date: 09/26/2022
September 26, 2022

Attn: ******************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303

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

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

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding 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 customer was contacted by our Online Escalations Team. At that time, ********* requested to have her refund issued in the form of a physical Home Depot gift-card. Her gift card has been mailed to her and her price match was honored as well. You may close the BBB complaint as 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,

******** Freeman
The Home Depot Executive Escalations
P:********************
F:************
Case: 30199494

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

The Home Depot is BBB Accredited.