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:11/18/2022
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 bought a fridge online on November 6th, the fridge clearly stated and still states a width of 36 inches, which is exactly the same width as my current fridge and fits my space perfectly. The fridge was scheduled for delivery November 11th. When the fridge was delivered, installers found that I was missing a water connection behind the fridge and scheduled a plumber visit for the 14th. The fridge was left in my kitchen but not in its intended space. The plumber came on the 14th, installed the hose and valve, and attempted to place the fridge in its space. It was then that we discovered that the doors of this fridge, when opened, add 1.5-2 inches of width on either side. This was not stated anywhere in the listing and unfortunately meant that, although my fridge fit snugly in place, I was unable to open the doors rendering it useless. I called Home Depot and texted on multiple occasions so they could exchange the fridge for a 33 inch of the same brand and model. They assured me everything was taken care of and scheduled a pickup/delivery for the 18th. When the installers arrived, they did not have the new fridge with them, nor did they see any notes in the system of an exchange of any sort. They hauled away my old fridge but left the new one, which I cannot open the doors to in my kitchen. Called and texted again and the rep apologized for the mishap, assured me they could see in the notes that a rep had told me they were bringing a new fridge on the 18th, but that was a mistake. Now I was told the return had to be approved by my local store. Visited my local store, but the assistant manager **** did not want to do it because it was now past their 48 hour return window. However, resolution specialist ******, over the phone, convinced them to. **** agreed to initiate the return but the system glitched and was unable to. I am still without a suitable fridge and with no resolution in sight.
Business Response
Date: 11/28/2022
November 28, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Case #: 18438247
Dear **************:
We acknowledge the receipt of the BBB Case #: 18438247
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 Online Executive Escalations team partnered with ***************** who agreed to accept an in-store return for the appliance. The team advised that the 'Haul-Away' option was not available per the customer's request, as it is not considered a return.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************).
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
The Home Depot -Customer Care
Resolution Expeditor - Executive Escalations
P: **********************
F: ************
Case #:30749776Customer Answer
Date: 11/29/2022
Complaint: 18438247
I am rejecting this response because:We are talking about a fridge, not a paintbrush. I have no way of physically returning a fridge to a store. This is why I paid for delivery and installation originally. If the item had been as described, it would have been exactly what I needed and I would not need to return. However, your description and listing was incorrect which resulted in me purchasing an item that I have no use for. This is your fault, why should I be inconvenienced or pay out of my own pocket to have the fridge returned to store. Please come and pick it up the same way you dropped it off.
Sincerely,
*************************Business Response
Date: 12/06/2022
December 6, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Case #: 18438247
Dear **************:
We acknowledge the receipt of the BBB Case #: 18438247
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Online Executive Escalations team partnered with ***************** who approved the return and scheduled a jobsite pick up for the appliance. The Executive Escalations team provided their direct contact information to the customer and will continue to assist until this matter is resolved.
With that being said, this matter is still in progress and monitored until we reach a final resolution. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************).Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
The Home Depot - Customer Care
Resolution Expeditor - Executive Escalations
P: *********************** | F: ************
Case #: ********Initial Complaint
Date:11/18/2022
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 bought vinyl plank flooring from home depot back in July. They ordered me a pallet as they did not have enough in stock at the time. Now I have 5 boxes left and can't return or get store credit. I can still go online and get this product so not sure what the issue is? I am requesting a refund or store credit in the amount of ******. Which is the per box price. Management at local store is unable to assist.Business Response
Date: 12/01/2022
December 1, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ******************************* / BBB Case #: 18438057
Dear **************:
We acknowledge the receipt of the BBB Case #: 18438057.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The flooring will be picked up from the customer's residence and returned via carrier NSD. We've refunded the five cases of flooring with an electronic gift card. The customer has also been sent an email with this information.
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 #: 30784124Initial Complaint
Date:11/18/2022
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 bought 6 tons of wood pellets for heating my house. When the pellets were delivered they were a different brand than what was in the store when I paid for them. The 6 pallets of pellets were all different heights. Three had double pallets and there was obvious damage, the others were wrapped in shrink wrap. I brought in 10 damaged bags and they were replaced. After a month when it started getting cold enough I started burning the pellets. They are powdery, dusty, smelly,poor heat out put and my stove won't burn them properly. The Home Depot store manager blamed the Pellet mfg and said they have been getting a lot of complaints. He stated we would never use that brand of pellets again. I contacted the Pellet mfg and was told by the president of the company the following. They were unaware of any issues. I was the first and only complaint. They would never ship pellets out on double stacked pallets. They also would never rewrap pellets in shrink wrap. They told me that this should be handled by Home Depot. I have called Home Depot, email home Depot, gone to the store location and all they did was reimburse me the delivery fee. I was told nothing can be done now because it's been over 3 months. Now I have 6 tons of restacked and poor quality, damp, powdery , smelly, poor burning pellets that cost almost $1700.00. I have photos to support all my issues. I have been burning pellets for over 10 years. These are junk. I also have a contact name to the pellet mfg company. Thank you for your help ****Business Response
Date: 11/22/2022
November 22, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case #: 18437869
Dear **************:
We acknowledge the receipt of the BBB Case #: 18437869
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Executive Escalations team partnered with the Store Manager, who offered to pick up the damaged items from the customer's home on 11/23/2022, and deliver their replacement on Friday, 11/25/2022. Upon delivery, the store will process a partial refund for 1 of 3 items. As a customer ********************** gesture, the Executive Escalations team sent a check via US Mail to the customer for the remaining items. The customer is aware and has accepted this offer.
With that being said, this matter is still in progress and monitored until we reach a final resolution. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ ************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
The Home Depot -Customer Care
Resolution Expeditor - Executive Escalations
P: **********************
F: ************
Case #:30749780Customer Answer
Date: 11/23/2022
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:11/18/2022
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 purchased two fans in July from Home Depot. I went to the service counter for assistance about the matching of the 11% rebate that Menards offers. I was provided information on how to file for Home Depot's matching offer. When I received the rebate the end of August I reached out because it was not the amount I was expecting (11%). It has been months of back and forth with Home Depot trying to use every excuse possible (based on inaccurate information). They finally agreed to honor what was promised. I have not been able to find the original amount they sent in August (not used) and have been going back and forth on them sending me the full amount. I need help in receiving what they promised. I also believe customers should be aware of their tactics of trying to get out of honoring this match. They tell you they will upfront - prior to sale - and then then change the rules. Very dishonest approach. In all the years that Menards has offered this rebate I have NEVER experienced any issue with receiving what was promised. It feels like bait and switch - they have you make the purchase with the understanding that you will receive 11% back, but they don't follow through. Emails I have note a tracking # of **********. emails from homedepotrebates11percent.com; *********************************Business Response
Date: 11/22/2022
November 22, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case #: 18437570
Dear **************:
We acknowledge the receipt of the BBB Case #: 18437570
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Executive Escalations team contacted the customer via phone/email on 11/19/2022 and 11/21/2022 to offer the customer an e-gift card for this experience. The customer responded via email and agreed to accept this offer.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
The Home Depot -Customer Care
Resolution Expeditor - Executive Escalations
P: **********************
F: ************
Case #:30748984Customer Answer
Date: 11/22/2022
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. They were super supportive and helpful to resolve. Thank you
Sincerely,
*******************************Initial Complaint
Date:11/18/2022
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 GE range and was delivered today (11/18/2022). The delivery was as scheduled. I inspected the range for any damage. The only thing I didn't check was to see if the drawer closed completely. Unfortunately due to the power cord it did not. I immediately call customer **********************, spoke with ***** whose only resolution was a service call on November 28th! The drawer sticks out (in a walk way) and when pushed in hits the cord. My fear is continuous pushing the drawer closed being sharp metal will eventually cut the power cord. I asked for a supervisor got **** who offered no resolution better than *****! Ten days was the best he could. When asked for his supervisor, I was told that person was not available or was his supervisor. I was told I could not have contact information either!Then as I continued to express my disappointment, the impression was oh well so sorry that's all I can do! In other words T S.As a long time customer, I can assure you I will never purchase from your company again! I could have bought the identical item at ******.I then called the store where purchased and spoke with ****( supervisor). Explained the situation and was told he'd call back in an hour. He did offer 2 resolution. Get someone to come and fix. I be reimbursed and an early date. Which I accepted.My dealing with this store initially was horrible as it took 13 calls to reach someone in the appliance ***** I finally got someone in hardware who walked to the area to tell them they had a call! There were not helping other customers either! I realize I'm just one customer and my purchases my not be huge but I will be sharing my experience with this purchase to others and the additional appliances for my kitchen will not be bought at your store! Obviously, care for your customers and their after the sale care has been eliminated for your company.This is totally unacceptable.Extremely dissatisfied customerBusiness Response
Date: 11/28/2022
November 28, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ********************* / BBB Case #: 18436954
Dear **************:
We acknowledge the receipt of the BBB Case #: 18436954.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalation Team, who scheduled a second installer appointment on 11/22/2022 and discussed the proper installation procedures. We also offered the customer compensation for the inconvenience this has caused.
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 #: 30748704Initial Complaint
Date:11/18/2022
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 bought an item on the website under orer # Order Number WP50462543 and it came with latches mis aligned , the doors wont close and doors are scratched.I want it picked up and get the a new one sent for even exchange.Business Response
Date: 11/21/2022
November 21, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
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 regarding her purchase with our company.
The Home Depot has reviewed this case, where we forwarded the customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team contacted and advised the customer that an even exchange was not possible, as a refund was already processed for the order.Additionally, the Online team offered the customer an e-gift card for this experience and as a customer ********************** gesture. The customer accepted this offer.
With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Atlas @ *************************).
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
The Home Depot -Customer Care
Resolution Expeditor - Executive Escalations
P: **********************
F: ************
Case #:30749035Initial Complaint
Date:11/18/2022
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 called Home Depot to come install new windows in my home. They came and installed 6 windows on 8/1/2022, when in actuality they were supposed to install 8 windows. 1 window was the wrong window and the other window was on back order I was told. I have made several attempts to contact management and I still have not got a call back. The job was supposed to be completed on 10/1/22. I have been getting the run around from the contractor as well. Currently I am still waiting for Home Depot to complete the job. I have paid ******** and I owe ******* once the job is complete however due to the unprofessionalism and inconvenience I have experienced I will not be paying any more of my money. I wanted the job completed and the lack of respect that I have experienced plus the run around I have been getting is completely outrageous. We have a contact that was signed by both parties and home depot is not holding up their end!Business Response
Date: 11/21/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************** / BBB Case # 18436394
Dear ****************:
We acknowledge the receipt of the BBB Case # 18436394
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 Mrs. *********;regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Exterior Team has reviewed the customer's complaint and scheduled an site installation for the customer on 12/14/2022. 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: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:11/18/2022
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 bought the refrigerator on 10/18 and delivery on 10/24, one week later the refrigerator no cool in either section, I called the home depot on 11/1 and repair company come over to check on 11/11, they said " unit is leaking refrigerant at condenser, bad weld", and they told me need to order some parts to fix, but maybe need to take more 2 weeks for parts, but not sure, I called the service center and they told me they can not help me to change new one and I need to call the home depot, but when I called the home depot, and they said they can't let me change as it is past 48hours, so I need to work on with service center, I really confused about the both side did not want to let me change new one, and tell me just wait, but i not sure when will be fix, I need a refrigerator ASAP. I need to help... thanks !!Business Response
Date: 12/01/2022
December 1, 2022
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ********************* / BBB Case #: 18436096
Dear **************:
We acknowledge the receipt of the BBB Case #: 18436096.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with GE and contacted an *************************** as the service provider for the repair. The repair was scheduled for 11/29, we confirmed with the customer via phone and email that it has been completed successfully.
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 #: ********Customer Answer
Date: 12/02/2022
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:11/18/2022
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.
Terrible Experience, purchased dishwasher in August, delayed delivery 3X, was told it would be installed, that didn't happen, delivery company continued to use wrong phone # caused me two missed days of work, dishwasher was damaged missing seal clamps on bottom, leaked water all over my hard wood floors, hired a repair man that encouraged me to return. after several attempts of contacting home depot the dishwasher was finally returned. Now I have yet to receive any kind of credit for the return after I had been told on several occasions that I would. This has been going on for over three months with no help from the Home Depot Here are some of the numbers associated with this disater order # WB21121217 (date8/15/22)Case #******** IT#INC33241438Business Response
Date: 12/22/2022
December 22, 2022
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
***********************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online team has refunded, replaced, and delivered the dishwasher to the customer. The customer has also accepted a e-gift card for the experience.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 01/03/2023
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:11/18/2022
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.
We paid Home Depot in FULL on June 11, 2022 for $23,056.88, plus tax of $1,747.38 for a kitchen remodel. When they showed up on Oct 24th to do the installation, everything was measured incorrectly, and everything had to be redone. Our whole kitchen is now torn apart without doors and drawers. Our kitchen is in considerable WORSE condition that it was before. It took HD over 2 weeks to send someone over to remeasure. We sent emails (Oct 31 and Nov 10), made countless phone calls, left voicemails but no one is responding back to us. We ask for a completion of job before Thanksgiving as we have company over. Everyone is avoiding responding but HD has taken our money over 6 months ago! Sales Manager - ******************* *************)Designer and person who took our money - ************************************* *************) ********************** Manager (*************) - *********************** *************) - hdi_******* ******************************** Asst. ********************** Manager - ******** *************)None of these people are following up and will not call or email us back. Everyone is passing the buck. ******* is saying that she is not "in the loop", and no one is on point for a resolution. We spend our time chasing people and they will not respond.Job #******** Store Branch: **** Customer Lead/PO# - ********* We feel we have been taken advantaged off. Problems sometimes happen but not this egregiously. But more importantly, when problems happen, Home Depot should take responsibility to make things right. It is disappointing that their approach is to deflect to others in their own company and refuse to provide follow up calls to provide updates and reassure that the problem will be fixed. Radio silence is what we are getting.Business Response
Date: 11/25/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:*************************** / BBB Case # 18435042
Dear ****************:
We acknowledge the receipt of the BBB Case # 18435042
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 her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Interior Team have reviewed the customer's complaint and are collaborating on the best possible solution to address the customer's concerns. 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 Interior 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: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 11/28/2022
Complaint: 18435042
I am rejecting this response because: We were very pleased with BBB as you forwarded the complaint to Home Depot immediately.On Nov 19, we received an email response from Home Depot informing us that someone will contact us to resolve the issue. It is now over a week and no one has reached out to us. This morning, we tried calling the different contacts again and no one is picking up our calls (Sales Manager, *********************, Designer *************************************, Installation Team). What we need is for someone to let us know when Home Depot will come and fix the problem they created. Again, my kitchen is worse off today after Home Depot came, and this is now OVER a month long. They came in on Oct 24th and essentially destroyed our kitchen. It is an awful helpless feeling as we feel we are being taken advantage off...a big corporation like Home Depot bullying their customers.
Sincerely,
***************************Business Response
Date: 11/30/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
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 her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Interior Team have placed a reorder for the customer's doors and drawers. Once the vendor provides an ETA for the delivery of the reorder our service providers will partner with the customer to provide a date for ******************. 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 Interior 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: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 12/02/2022
Complaint: 18435042
I am rejecting this response because:
Home Depot Interior Team has not confirmed that the re-order has been done. Home Depot has not provided an ETA for the delivery of the reorder nor provide a date for installation. Home Depot said that they will EXPEDITE the order but no confirmation or responses from them via email or phone call. Home Depot did not provide their contact information via email where we can reach them with questions or concerns. Home Depot continues to deflect calls and has NEVER responded to any emails. We call/text different people daily and everyone continues to avoid us.Sincerely,
***************************Business Response
Date: 12/08/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
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 her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Home Depot Interior Team has advised that the tentative ETA for the customer's reorder is 1/16/2023. 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 Interior 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: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 12/08/2022
Complaint: 18435042
I am NOT rejecting this response, but the case has to remain open because the job is not complete. The project is still incomplete and the current ETA is January 16, 2023. I would like to keep this complaint open until my kitchen installation is finished. If I accept this as a closure, Home Depot may still go back on their word. I hope BBB understands my position.
Sincerely,
***************************
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