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
- 11,932 total complaints in the last 3 years.
- 3,413 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:04/14/2023
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.
My husband and I purchased a refrigerator from **** Depot. When it arrived, the delivery people broke it. We were told a new one was be delivered ASAP. This did not occur. We followed up with **** Depot with little to no support - we were yelled at by the manager and treated with disrespect. When we made this purchase at no time were we ever told delivery could only occur on certain dates and never on a Saturday. We cannot be taking time off from work during the week to wait someone to pick up the broken refrigerator and then for another one to be delivered. This is not a difficult issue to resolve. **** Depot has it delivered to their store, then on a Saturday they deliver to us. You do not punish your customer for the mistakes of others. You do not chastise your customer for asking for reasonable **********************. This is not a cheap product. Taking time off from our jobs creates a issue for us. We should not be penalized for a simple delivery. **** Depot management was rude and mean. They wanted us to feel bad about having a terrible experience instead. Either you have integrity and ethics or you do not. Bowling Green **** Depot management does not. They are so worried about spending money and having it impact their bonuses - yes, they get bonuses for not spending money. I want a new refrigerator, delivered at our convenience and to be treated with simple kindness.
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 spoke with the customer on her option to resolve her complaint. Our customer agreed to a damage allowance for the appliance to address her concerns. We have also reached out to the store to provide our customers feedback of the service she received.
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: ********Initial Complaint
Date:04/14/2023
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.
Hello, Been a loyal customer of HD for almost 20 years. Great customer ******************** but their system for returns, cancellation or exchange is horrible & needs lots improvement. I have an issue with 3 order/receipt which I don't want to submit 3 BBB reports. Receipt (6661-00013-77845) and order #WP31341840, tried to do a return on the items on both receipt/order on April 4 and the system refuse to authorize a return. Receipts was not found & order was denied. I was clearly within the return policies time frame to do a return. On Order #WP60119855, I ordered a 3 pack (contractor pack) which it comes with 3 outlets in a box. I received only one individual single outlet pack (which they comes in 1, 3, 6, 9, 10, 20 pack). Called HD toll free number to request an exchange from a 1 to 3 pack or send me 2 more individual pack to complete the order The representatives was willing to help but the system refused to give me an exchange or a refund because my order was flagged by The *************** which I never heard of them. I was given the toll free number to called them. I was told by The *************** that my order #WP60119855 was flagged & that I need to wait 3 weeks for the system to clear me. They couldn't tell me why my order was flagged but it happens randomly by the system. its been More than 3 weeks since I spoken with them on March 1, 2023 & my order is still flagged. Like I said before, I love shopping at HD, they have excellent Customer ********************, the ********************** we need & takes care of their Armed Force Vets. I wouldn't shop anywhere else but HD. But again, their computer system is horrible and needs improvement. This is the only reason I wont cross-off HD off for shopping, because the computer system doesn't reflects on their customer ******************** & the ********************** they carry. I'm only asking for equal return or fix the order where I'm missing the two outlets. As a Army Veteran, I hate filing a complaint against a great ***************** but what other choice do I have.Business Response
Date: 04/20/2023
April 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** *****
RE: ***************************/BBB (Better Business Bureau)Complaint#: 19934682
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their Return.
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. The online team emailed the customer advising that we are unable to set a return or replacement, as this issue is being handled by a third-party company named The *************** (TRE) and we are not able to interfere nor expedite the process.
With that said, The Home Depot considers this matter.
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: ************
SF 32239913Initial Complaint
Date:04/13/2023
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.
Purchased a GE clothes dryer from Home Depot, Store ************************************************************************************** on April 10, 2023 which was delivered to our home address on Thursday, April 13, 2023. The delivery guy from ************* said that we had to remove the door to get into the dryer area ourselves that he would not do it.Next he refused to connect the clothes dryer to the dryer vent because the vent was made of plastic. We were never informed of any of these situations when we purchased our dryer. So our new dryer which we paid $701.53 sits in our dinning area waiting to be connected. When I called Home Depot I was told that I needed to call a handy man or electrician to set up my dryer.Business Response
Date: 04/20/2023
April 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *******************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customers may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted by the online resolutions team. The customer was offered reimbursement for the cost of the installation of the dryer. The customer has accepted the offer and was advised of **** business days for the check to arrive.
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: 04/20/2023
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:04/13/2023
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.
This complaint is against the home depot i purchase a gift card in local store valued at ****** i paid for this item with my card and have reciept and giftcard as proof item was paid.a few days later i learned by checking the gift card balance that the balance was **** there was no money on the card even thou i loaded 700 bucks on the card as a gift for someone.I have not used the card and i am confused to why theres no money on the giftcard i loaded.my credit card was infact charged and billed the amount i paid for at the store.I am seeking the home depot investors relations **** to issue me another giftcard valued at ****** and mail the giftcard to address in this complaint.also i am wanting additional compensation for the ******* this has caused expecially paying for this giftcard only to find out that theres no money on this card.enclosed bbb.org has attachment of the copy of the home depot reciept and gift card.Also if card was used after purchase i need investors relations to provide me transaction purchase history on the giftcard as for my evidence and to investigate what person are persons cleared the 700.oo from my giftcard purchased.If theres no resolution on a giftcard replacement i will have no choice but to dispute this charge with my bank.i attempted to resolve this issue with store and over the phone and was told to call corporate office for resolution.Business Response
Date: 04/26/2023
April 26, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ******************* /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review,the store team has processed a refund for his gift card purchase. The customer has been advised to allow up to **** business days for the refund to post.
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: 04/26/2023
Complaint: 19934359
I am rejecting this response because:Because the company never stated in writing why my paid home depot gift card was deactivated 4 days after purchase.
I need full details on this, also i want compensation check for the ebarassment of giving this gift to someone to only be not valid for used.
Its like home depot stole my money after purchase and had to file a complaint just to get a refund back to my credit card is bogus and ridiculas
I originally requested either load the funds back onto the same giftcard our issue and mail me a new one, you did not follow my directions
i still want additional compensation for this ridiculas ******* and insult recieved of purchasing a zero gift card recieved after paying 700.00
Business Response
Date: 05/03/2023
May 3, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ******************* /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer has been contacted via phone and email for further assistance. As a customer ********************** gesture the customer has been offered a $70.00 Home ********************** gift card. Once the customer responds to the offer, we will continue with the accommodation process.
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: 32240877Customer Answer
Date: 05/04/2023
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.Yes i agreed to accept the home depot ***** giftcard for compensation by mail as promised.
I considered this complaint satisfactory and closed.
Initial Complaint
Date:04/13/2023
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 WB40767081 delivered new refrigerator non-cooling and non-functional. Paid $855.77. Picked up by Home Depot on Mar 30. Despite multiple requests to Home Depot, no refund has been issued for this defective and returned item. This is fraudulent and in direct violation of consumer protection laws. Home depot must issue immediate refund of $855.77 to resolve.Business Response
Date: 04/21/2023
April 21, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: *************** / BBB Case #: 19933963
Dear **************:
We acknowledge the receipt of the BBB Case #: 19933963
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. The Online Executive Escalation team contacted the customer to apologize for this experience and processed their refund.
With that being said, The Home Depot considers this matter 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 if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot - Customer Care
P: ***********************
F: ************
Reference No. 32215514Customer Answer
Date: 04/25/2023
Complaint: 19933963
I am rejecting this response because:This is not true at all. In fact as of today 4/25, no refund has been issued by Home Depot for their defective refrigerator that was picked up weeks ago.
Home Depot first stated the refund would be automatically issued, next stated it would be made within 10 days, then said I needed to call in so they could call Whirlpool for the refund.
Now Home Depot is stating I must go to a store location to swipe the card for the refund to be issued.
This is absolutely incorrect. This purchase was made online, not in a store. The card was never swiped for the purchase and any merchant can issue a refund for a defective item without swiping the credit card. If Home Depot does not know how to perform this, they need to contact their merchant bank and advise the need to issue refund for a defective item that was returned to them.
The nearest store is a about 1 hour drive for me, so visiting a store for refund is not an option.
This cannot be resolved until Home Depot actually issues the $855 refund which still has not been done.
Sincerely,
***************Business Response
Date: 04/28/2023
April 28, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: *************** / BBB Case #: 19933963
Dear **************:
We acknowledge the receipt of the BBB Case #: 19933963
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, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team processed the customer's refund on 4/21/2023 back to their original payment method and advised them to allow 3-5 business days to receive.
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,
**************
Executive Escalations
The Home Depot - Customer Care
P: ***********************
F: ************
Reference No. ********Customer Answer
Date: 05/04/2023
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:04/13/2023
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 March 8 I contracted with Home Depot to install 6 windows and 1 patio door. On March 16 their agent came to finalize the measurements. He found a problem to install the ******** **** patio door, as he said he might have to cut into the stucco. He commented the ******** **** would be a better fit, as he would not have to alter the stucco. Thus since March I have trying to contact HD by phone and e-mail *******************-206-9789, wes_denton@homedepot) to ask whether the agent informed HD of his finding and to ask if HD would replace the **** with the ****. So far I have received no response from Home Depot.Business Response
Date: 04/26/2023
April 26, 2023
Attn: ******************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North 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 their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot sales team made the necessary changes to the customers order and the customer signed off on those new changes. Delivery date for material is currently June 15th.
With this 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,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: 32241040Initial Complaint
Date:04/13/2023
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 have signed up for a HELOC at my credit union, and I have elected to payoff my Home Depot consumer credit account. The check was sent out in early March, and cashed 3/18/2023. I have been patiently waiting for the payment to reflect on my Home Depot account, which to date has not been reflected. I have called the customer ********************** line multiple times, even notifying them that my payment has been made, and cashed in the amount of the total balance due on my account. The people at the phone center state that no such payment has been received, and will not let me talk to any customer ********************** personnel until I make a payment, even though I have provided funds to payoff entire account.Business Response
Date: 04/20/2023
April 20, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
RE: ***********************/ BBB # ********
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,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:04/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order online with homedepot.com (order number WE17557405). We were told the order would be delivered on 4/18/2023. We made arrangements for someone to be home to accept the order at that time because it was a major purchase. Instead the order was delivered on 4/13/2023 when nobody was home. The order was just left on the driveway with no notification that it was being delivered. Anyone could have walked up and stolen the merchandise. I called customer ********************** on 4/**/2023 at 6:30 PM and spoke to the supervisor whose name was ******. She refused to give me her last name. She was not helpful at all and would not direct me to anyone else. This is not acceptable. You should have your delivery on the scheduled day or at the very least notify the customer so that other arrangements can be made. The store knows when the merchandise is being picked up.Business Response
Date: 04/26/2023
April 26, 2023
Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced 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 Executive Team, who educated the customer about the shipping process for standard products. A 20% markdown was offered on the order as a one-time customer ********************** gesture, in which the customer agreed.
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,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 32240817Initial Complaint
Date:04/13/2023
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.
Date of online purchase: 4/12/23 (yesterday)Order #WP63938012 Item: Delta Classic 500 32 in. L x 60 in. W x 72 in. H Alcove Shower Kit with Shower Wall and Shower Pan in High Gloss White with center drain; there is another item in the order, a vanity, but I don't have a problem with that item. Confirmation email from Home Depot (**) was sent at 8:50 p.m. central time, soon after placing my Internet order. When I placed my order, 40 were reported available. At 11:02 p.m. I received an email that said "Unfortunately, this item [the shower kit] is still [sic] out of stock...If the item is not available by May 12, 2023, it will be canceled from your order." If I had known the item was backordered, I would not have made the purchase. At 9:02 a.m. today (4/13/23, less than 13 hours after purchase), I spoke with customer ********************** supervisor ********** at **************. Because of the discrepancies and lack of commitment to delivering the item timely, I requested for that part of the order to be canceled. She flatly refused, stating that I only had a 45 min. cancellation window. ** normally has a generous return/cancellation policy, but she said not on this item because it was coming from the "warehouse" and not the store. This was definitely not disclosed at checkout. I'm still confused as to why the item is not available, because the website shows 39 available now (40 yesterday less the one I purchased). There is absolutely no explanation on the ** website during purchasing warning customers that the cancellation policy for some items is different. It advertises "easy returns" at checkout. I called again around 11 a.m. today to try to resolve. They physically don't have a button to cancel the order. Bottom line is I made the purchase based on false website info about availability. The undisclosed backorder info was provided outside the 45 min window they say is their basis not to cancel. ** couldn't explain how their backorder email was generated, and to disregard it.Business Response
Date: 05/10/2023
5/10/2023
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 case confirmed with the delivery logistics team that the
shower kit has been returned to the sender and our customer was issued a refund to the original form of payment in the
amount of $663.42 which they will receive within **** 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: 05/10/2023
Complaint: 19933373
I am rejecting this response because:It does not match the email I received on 5/9/24:
-----Original Message-----
From: **************************** <*********************************************************************************;
Sent: May 9, 2023 2:07 PM
To: aamanzo <*********************>
Cc: **************************** <*********************************************************************************;
Subject: RE: Fw: RE: BBB Complaint on Order WP63938012
Hello,
The refund for the vanity has been completed and the total refund back to your method of payment does include the shipping for $1,433.40. We are going to close out your complaint with the BBB. If you have any other questions or concerns, please let ** know.
Thank you,
***************************
Executive Escalation Support, Online Contact Center
The Home Depot
Office: **************************
Fax: *************
Office Hours:
Tuesday Friday 7:00 a.m. until 4:00 p.m. EST
Saturday 9:00 a.m. until 6:00 p.m. ESTWould you please double check to see if homedepot.com's response actually matches the email above that was sent to me?
Homedepot.com's 5/9/23 email response to me is an appropriate response and one that I accept. Not the one they provided to BBB. Based on my experience, I have a legitimate concern that they may attempt to spread further disinformation by utilizing the two responses as it suits them. Gaslight, if you will.
The purpose of confirming the formal response is to ensure that I provide correct information when I follow up with complaints to the *** and state attorneys general.
Sincerely,
***********************Business Response
Date: 05/17/2023
5/17/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
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 case confirmed with the delivery logistics team that the shower kit has been returned to the sender and our customer was issued a refund to the original form of payment in the amount of $1433.40;customer was refunded $769.98 on 5/3/2023 and $663.42 on 5/9/2023.
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: ********Initial Complaint
Date:04/13/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a patio set in store at Home Depot on Sunday, April 9th. When I got home and put together the chairs, I was missing 2. I received 2 boxes - one containing a table and one containing two chairs. I called the number in the box directing me to contact a specific number for Hampton Bay products before calling Home Depot or returning the items. I spoke to a lady who said I should have had 4 chairs in one box and she ordered replacement "parts" for me to create 2 entire chairs. I received an order confirmation via email for this. This was inconvenient since she said it would take 10 business days and I was needing them this weekend, but I said that was fine. Today, Thursday April 13th, I received a call telling me I had to return the 2 chairs and the table to the local store for a refund, then re-order the set. I have already put the 2 chairs I received together and the table. I'm not going to waste my time taking apart these chairs that I have already spent my time putting together to "return them" to "repurchase" the same thing - that I would then have to put together AGAIN. I also do not own a truck to return them even if I wanted to. I had family in town over the weekend with a truck that allowed me to purchase them in the first place. It is absurd for Home Depot to now tell me "this isn't a warranty replacement" after initially determining it was. It's not my fault that there weren't 4 chairs in the box as there should have been. I tried to solve this problem on Sunday by calling and was told new chairs were being sent - which prompted me to put together the 2 I received. If Home Depot had wanted them returned, they should have told me that before I put them together, when I called about the problem initially. I have called them back today to try and resolve the issue, but they're telling me the only resolution is to return the chairs I put together to the store for a refund. That is ABSURD.Business Response
Date: 05/08/2023
May 8, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *********************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot agreed to reimburse the customer the cost of the defective patio set.
With this 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,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 05/08/2023
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,
*********************
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