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
- 8,670 total complaints in the last 3 years.
- 2,515 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:04/16/2023
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.
In March of 2022 we began working with Home Depot on a window installation project (replacing 8 windows in our house and 2 sliding glass doors). In March/April we signed the contract and were scheduled for July of 2022 for the installation to be completed. In July they completed part of the project (1 glass door and several windows - the rest was left uncompleted until we were able to figure out a rot situation). We scheduled the remaining installation for September. Unfortunately, they had mis-measured and therefore mis-ordered one window and we were told they would re-order and get back to ** to schedule when it was ready. We never heard from them. I reached out in January and was told you all had the project marked as "complete" on your end and the window had never been ordered. Not only do we have a window that needs to be completely replaced, but we're also missing the screen to one window, the screen to our sliding glass door was not installed correctly and does not work, and our carpet was left in disarray. I was assured the correct window would be ordered and we'd be scheduled again for the installation and for the fixes to the issues I laid out (screens, carpet, etc) but I have not heard from your team since. My husband and I have tried calling maybe 5 separate occasions and have left messages with no answer and no call backs.Lastly, we have an updated contract that says our balance would be several thousand dollars cheaper than the original amount, however the balance on the home depot credit card we opened up to finance this project was never adjusted and we're still paying the original amount on a monthly basis regardless of the fact the the products and services have not yet been completed/provided.
Business Response
Date: 04/28/2023
April 26, 2023
Attn: Ms. ******************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North 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 customer has experienced regarding purchasing primers at store 3662. The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot policy is not to reimburse for labor costs; it is expected the professional/s hired for an installation checks product/s for accuracy and follows manufacturer processes; if The Home Depot had been hired for the cabinet resurfacing, re-work would have been free of charge. If a product is defective or incorrect, we will replace or refund the product, depending on the manufacturer's warranty. Product was replaced when the customer came into the store with the concern.
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.
Best regards,
*************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 32080512Customer Answer
Date: 05/02/2023
Complaint: 19943024
I am rejecting this response because: I don't believe this response is meant for my case. Our case was not about purchasing primers, but rather about a window installation project that has taken nearly a year and is still left incomplete.
Sincerely,
********************************Business Response
Date: 05/03/2023
May 3, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ********************************/ BBB Case # ********
Dear ******,
Please accept my sincere apologies; I provided an update on the wrong order. We acknowledge the receipt of the BBB Case # ******** for ********************************. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding order ************ for window installation.
The Home Depot has reviewed this case and has reached out to all parties involved. Our business partners at Home Depot Installation Services (HDIS) are handling this complaint. All information for this case has been forwarded to the local branch office.
We have received an update stating, they have re-order product and are waiting on an ETA from Milgard. 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 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.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Initial Complaint
Date:04/16/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order # WP52738675-******* 60 in. Integrated LED ********** Rubbed Bronze Ceiling Fan with Light Kit and Remote I bought this fan in November 2022 for my new house while it was being built. Bought it early as ********** asked me to due to supply chain issues. I requested a return label in March 2023 as my electrician said he could not use this fan. A manager at home depot.com gave me a return label. ********** attached the label to the wrong box so the fan was returned back to me. I asked home depot.com to give me a new label on 16April2023 but said 'NO' and for me to call the closest store in ********** to take the fan there. ***, manager in ********** told me he could not take the fan because they don't sell this product there. I want my $179.23.Business Response
Date: 04/27/2023
4/27/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *********************** /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our 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. The Home Depot Online Executive agent assigned to our customers complaint was able to successfully schedule a pickup of the merchandise from the customer. Our customer was advised she would receive her refund in the amount of $179.23 within 3-5 business days.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 04/28/2023
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:04/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi,We made a large order of garage furniture from Home Depot online in August of 2022. We assembled most of the pieces without issue shortly after receipt, however, left assembly of a Husky shelving storage unit until now (April 2023). The box had no obvious signs of damage and with the rest of the order being fine we were very unhappy to find that there was significant damage to the pieces, which would make it unusable.We contacted Home Depot online and were told to contact the local store (**************) and were initially told it would not be a problem to have the damaged unit picked up and a replacement sent. Unfortunately from there is went down hill with the store manager ************************* saying that it was too long, implying that the damage was done in our possession and that there would be no resolution. I asked to speak with someone else about this and was treated rudely including with him hanging up.We understand it has been some time since delivery of the item, but given the size and expense believe that it is reasonable to expect a replacement as the damage would be impossible to create without a forklift to pick up the unit and drop it.Business Response
Date: 04/28/2023
April 27, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
RE: ************************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their purchase.
The Home Depot has reviewed this case. Mr. ********* concerns were forward to our business partners at THD ****** Store Support for resolution. THD ****** has provided the following response to address our customers:
THD ****** has carefully reviewed and investigated this matter and contacted our customer. Our customer was advised of our 90 day return policy and that inspection of their order should have been completed upon receipt. However, we are supporting our customer by contacting the vendor to see if they can supply the replacement parts needed. Once we receive further details from our vendor we will be able to further advise our customer.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************** Ext. 85774
Fax: **************
Case: ********Customer Answer
Date: 04/28/2023
Complaint: 19942825
I am rejecting this response because it is unreasonable to hide behind buried terms of service about the requirement to check a delivery within 90 days when ordering a large packaged item like the shelves.We are being made to feel responsible for having the apparent naivety to trust that Home Depot would deliver an undamaged product.
We similarly feel naive that we had faith that they would stand behind their brand and be flexible in making right on their poor service given the nature of the product and its significant damage that could not have feasibly been made by ** (it clearly requires a forklift to pick it up high enough to achieve the level of damage to steel parts). In initial calls with the local store, the manager even indicated that there was flexibility outside of the 90 day policy except that we had strayed beyond that extension afforded to others.
50% of the large structural members are damaged and 25% of the shelve bottoms are damaged - there proposed resolution will not lead to a successful outcome and we feel we are being given lip service.
Sincerely,
*************************Business Response
Date: 05/05/2023
May 5, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******,** 30303
RE: ************************* / BBB Case # ********
Dear ***************,
We acknowledge the receipt for the rebuttal of the Better Business Bureau Consumer Complaint #********.
The Home Depot has reviewed this case. Mr. ********* concerns were forward to our business partners at THD ****** Store Support for resolution. THD ****** has provided the following response to address our customers:
THD ****** has carefully reviewed and investigated this matter and contacted our customer. Our customer was advised of our 90 days return policy and that inspection of their order should have been completed upon receipt. As previously stated, we are supporting our customer by contacting the vendor to see if they can supply the replacement parts needed. Once we receive further details from our vendor we will be able to further advise our customer.
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
Phone *************************
Fax **************
Case: 32372559Customer Answer
Date: 05/06/2023
Complaint: 19942825
I am rejecting this response because their proposed resolution is to contact the vendor. I have not seen any evidence that this has happened or that this is a realistic pathway to resolution.
Sincerely,
*************************Business Response
Date: 05/16/2023
May 16, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******,** 30303
RE: ************************* / BBB Case #********
Dear ****************************,
We acknowledge the receipt of the customers rebuttal for Better Business Bureau Consumer Complaint rebuttal for #******** and provide the following response.
THD ****** has provided the following response to address Mr. ********* concerns:
The vendor has agreed to send the replacement parts to our customer. They have not yet received a shipment ETA. They will update our customer as soon as they received it.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
***** S
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone *************************
Fax **************
Case: 32242786Customer Answer
Date: 05/17/2023
Complaint: 19942825
I am comfortable in theory with the proposed resolution, however, we have still not received contact from the business or vendor on the provision of the replacement parts. I would like to keep the complaint open until such direct contact is made or we are included into the communications between the vendor and the business.
Sincerely,
*************************Initial Complaint
Date:04/16/2023
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.
The home depot credit center is very unprofessional, in communicating incorrect data. Their attitude is the consumer isn't ethical and they have to be lying. I have proof the transaction didn't go through and they told me I had to go back to the home depot to get the matter resolved. In most organizations you can submit a dispute and the merchant has to send them documentation. The merchant and I are wondering why ******** is being argumentative about a transaction that was never processed as the Citibank processing center couldn't resolve the issue. I spoke to a Citibank agent who stated " I was attempting to commit a fraud as they show the transaction was approved" I asked the supervising agent for a signed receipt and he told me that I needed to work that out with the home depot. Its apparent Citibank is attempting to make a charge that hasn't gone through valid. This issue has caused me over 2 hours at Home Depot trying to work this out as well as two calls to citibank without any resolution. I have lost time and the transactions cost me $100 extra dollars as I couldn't use the card due to the processing center which made a coupon void. I would like to have the card cancelled and be made whole for my lost time and money.Business Response
Date: 04/19/2023
April 19, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* / BBB complaint # ********
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 regarding their credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, ************************* will receive a response directly from them.
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,
*************************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Initial Complaint
Date:04/15/2023
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.
Home Depot claims they would supply us with all materials needed to correct a mistake made by their contractor. We have yet to receive the adequate amount of materials to fix our home. A detailed list was given of needed materials and it went unanswered.Business Response
Date: 04/27/2023
April 24, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 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 denied the customer a full refund on the flooring and the customer has signed the settlement offer from the general liability carrier. The Home Depot has offered an additional $500 gift card for the inconvenience, and we are awaiting a response.
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: 04/27/2023
Complaint: 19941290
I am rejecting this response because:Dear Home Depot,
Your insulting attempt to placate me with a $500 gift card, is nothing short of surprising. As far as the settlement youre referring to, that had nothing to do with Home Depot and fell entirely on your subcontractor (who you claim on your website you back 100%) so please do not represent yourself falsely further. The amount of time and aggravation we have endured working with your company has far exceeded what we requested. We have been reasonable and patient even though our satisfaction guarantee was far from delivered. As Im sure you will find more new customers to prey on, you have lost our *****************. You misrepresented what services your are capable of and how well you do business. You stated you gave us materials you absolutely did not deliver another false statement made by your company, as we do have the letter from your employee. As this concludes this segment of our interaction, Home Depot has created enough disruption of my families life to last a lifetime.
Sincerely,
*********************Business Response
Date: 04/27/2023
April 27, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: *********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
As previously stated, The Home Depot has denied the customer a full refund on the flooring and the customer has signed the settlement offer from the general liability carrier. In addition, the customer has been denied the replacement of flooring due to the signed settlement and release agreement. The Home Depot has offered an additional $500 gift card for the inconvenience, which the customer has denied. ********************** considers this matter to be closed.
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: 04/27/2023
Complaint: 19941290
I am rejecting this response because:As previously stated, Home Depot falsely advertises backing their subcontractors 100%, failed to deliver materials as promised. A $500 credit doesnt even supplement half of the needed materials. Home Depot has taken zero responsibility for their part in damaging my home and displacing my family. Home Depot is not a business for families, and as doers you get nothing done.
Sincerely,
*********************Initial Complaint
Date:04/15/2023
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.
Home Depot credit card caused my taxes to be late!They only offer 6 months transaction history (both online and by phone). I cannot properly file my taxes without the transaction history. They can only mail missing statements and it takes **** business days! I can not wait that long.Business Response
Date: 05/11/2023
April 18, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ******************************* / BBB Case # ********
Dear Ms. *************************** behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (************), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by Citibank, {Customers Name} will receive a response directly from them within 10 business days.
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,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
** Case#: 32242293Initial Complaint
Date:04/15/2023
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.
we purchased ******** sliding patio doors on August 2, 2022 through Home Depot installation services. They were installed by their home installation services in the fall of 2022. On installation an area on one of the patio doors was noticed to have some imperfections and they ordered a new patio door panel for that area and they told us the patio door panel would be in in January 2023. I did not hear from them in January of 2023, so I contacted them at the end of January and was told they would be contacting us soon for the installation of the panel because they had it in stock. At the end of February I still had not heard anything so I contacted them again, and was told again that they would be contacting us for the replacement panel, and still no one got in touch with me. It is now the end of April, and I still have not received any contact from the installers as to when our patio door panel is going to be installed.Also after the initial installation the installer had to come back to make adjustments on the patio doors because they were not locking properly and he did not put the plugs back on the outside of our door where the inside the adjustments were made. I told the installation team about this and they still did not fix it and we had put duct tape over our brand new patio doors through the winter to keep the snow out. We are very disappointed in this whole process. We spent a lot of money on the ******** and Novo sliding patio doors, and were very sorry we did. In order to lock the triple locks on the doors you have to push the top to the right and the bottom to the left, and I cant even undo the top lock on the patio door that goes from our kitchen to our deck.Business Response
Date: 04/26/2023
April 26, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303RE: *********************** / BBB Complaint ***********
Dear: **************,
We acknowledge the receipt of Better Business Bureau complaint ***********. On behalf of the Home Depot, I
apologize for any inconvenience our customer may have experienced with the sliding glass patio door issues.
The Home Depot has reviewed this case and reached out to all parties involved. Upon review, it was confirmed
that the replacement parts were in and had the Service scheduled and completed April 21st
. I reached out to the
customer and he confirmed that (HDIS) Home Depot Installation Services Branch Installation Manager contacted
him and discussed all concerns.With that said, The Home Depot does not consider this matter resolved and the case shall remain open until the
customers concerns have been addressed.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.
Best Regards,
*******************
Executive Escalations Representative
Office: ***********************
Reference Number: 32338976Initial Complaint
Date:04/15/2023
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 ordered a vanity on March 31, 2023. I ordered the item to be delivered. I paid $422.94 for the vanity. The Order number is WB41952389. The Store SKU is #**********. The vanity was supposed to be delivered on April 4, 2023. It was not delivered. I have nest cameras; I can track all deliveries coming and going. I called Home Depot on April 5 to let them know the delivery has yet to arrive. I was told that it was delivered. They attempted to contact the third-party delivery service, but the communication did not go through. On April 6, I called Home Depot again. This time, a customer ********************** representative contacted the company that supposedly delivered the product and asked them to send her and me proof of delivery. The company has not responded, and it's been over a week. The Home Depot representative has yet to respond after my several attempts to reach out to her. After several phone calls, I am not getting anywhere with Home Depot representatives. I am very dissatisfied with this level of customer **********************. My husband and I worked with Home Depot recently on a gut kitchen renovation and spent over $30,000 at the store and on products. I am angry that no one is listening to me about the delivery, having never reached my residence. The item was never delivered to my house. Therefore, I am seeking a refund of $422.94.Business Response
Date: 04/18/2023
April 18, 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 online vanity order and refund.
Home Depot has carefully reviewed this matter and offers the following response.Online Executive Escalations Specialist ***************************** contacted customer on 4/17/23 via email to advise her refund has been processed.
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 customerspatronage and looks forward to servicing their future home improvement needs.
Sincerely,
***************************
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.
** Case# ********Initial Complaint
Date:04/15/2023
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.
We want to file a complaint against Home Depot. We purchased and paid in full $15.133.50 for four impact windows and one impact patio sliding door.the contract for the installation was originally signed in April 2022. Six months later in October 2022 Home Depot contractors did a partial installation. The sliding door is defective and was installed broken and many pieces were missing: 1. Small window in the guest bedroom is missing the screen. The window screen was installed four months later.2. The large window in my home office does not match the rest of the installed home windows, in addition, the window is unbalanced due to broken balance weights. Home Depot refused to replace the window. 3. The patio sliding door is missing the screen door and the door is broken and defective. A few months ago we were unable to close the door for an entire week because the lock was broken. Home Depot refused to replace the door and continue sending me the wrong screen door size.4. The original installation team damaged my floor in the living room while installing the sliding doors, and nobody has taken responsibility.5. We have missed many working unpaid hours waiting for Home Depot workers to come home and several times they did not show up making my wife and myself lose entire days of work. Since October 2022 Home Depot send a few supervisors to my house confirming our original complaints, and a year later, the project is incomplete. The last communication was done through email with the ***************************** on *******. They said they were going to give us a resolution on this matter by 04-12-23. No resolution received yet.Business Response
Date: 05/26/2023
May 15, 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 has had the materials reordered for his window installation and the products should arrive 5/29. Once all the materials are inspected, the customer will be scheduled for the install. This claim will remain open until the customers issue is resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. 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: 05/26/2023
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:04/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 13th I reserved a cable trencher from Home Depot Reservation ID ******* for Saturday 04/15/2023. On Thursday at 1:30PM they sent a text that they were getting my reservation ready for Saturday 04/15 at store ****. At 8:16 on April 15th, they sent a text that says "Uh oh. An item you reserved isn't available at the ********* - **** store. Then another they were sorry and will refund my deposit. I called the store and there is nothing wrong with the machine, but they are giving it to someone named ***** at 9AM. Whoever I talked to in the store has no idea what happened. I don't understand how this is an acceptable business practice. I could appreciate if the machine was broken but that is not the case and to cancel at 8:16 in the morning leaves me with no other options. Seems like a deceptive business practice and it is even worse because clearly the text they sent on Thursday was nonsense and just an unfair business practice. I get that nothing will probably be done with this and Home Depot does not care, but had I reserved it from a reputable company, I would be working right not instead of wasting your time.Business Response
Date: 05/10/2023
May 10, 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 customer has experienced renting a trencher at our ********* store #****.
The Home Depot has reviewed this case and reached out to all parties involved.I advised the customer how are tool rental program runs. The reservations are not guaranteed because there is always a chance that the customer that rented the item prior has not returned it or has damaged it. However, the reservation does keep the item from being rented 3 hours before scheduled pick up. As a one-time courtesy I offered a gift card for the inconvenience and the customer accepted. With that said, ********************** has addressed our customers complaint and considers this matter resolved.
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.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 32242400
Please feel free to contact me at your convenience if you have questions or concerns. I can be reached at *********************** or via email at ************************************.
Sincere regards,
*****************
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