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
- 11,945 total complaints in the last 3 years.
- 3,434 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:04/13/2023
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,
*********************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.
Afternoon. I purchased a Ryobi 40V lawn mower from the Home Depot in ********, ** 3/19/2022. I fully charged the battery and tried to run the mower again 3/29 and 3/30. The mower turned off at least 20 times and then eventually, wouldn't turn on at all. I took the mower to the customer ********************** desk at the Homet Depot in ********. I was told to consult the tool repair department at my own expense. No longer open. I was told to replace the battery and expect to do so every year. Batteries have a 3 year warranty. I was told to call Ryobi customer support as ********************** could offer no further help. I did so and tested both the old and new batteries. They were working fine. I was then told I would have to drive or ship my basically new lawn mower to an authorized Ryobi service center. Within 100 miles of *******, there was one in *******, **. They no longer do this work but are still listed on the Ryobi website. The other location was **********, **. The owner encouraged me to cut my losses. She said Home Depot really dropped the ball on this one. They like to sell Ryobi products but not provide service when something goes wrong. All of this is documented in the attached customer complaint file. I'm just receiving generic responses from Home Depot or Ryobi at this point. No real help. I would like other consumers to be aware. I'm out $392.75 which isn't the end of the world. But Home Depot shouldn't have a store full of this product and basically no product support.Business Response
Date: 04/17/2023
April 17, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE: **** AU/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 was contacted today by store manager ******. Store manager has offered a refund to the customer for the mower. Customer will come into store for refund.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: 32240190Customer Answer
Date: 04/17/2023
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,
**** AuInitial 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.
Bought an item on 3/19/2023 using a $150 gift card and card for remaining balance. Canceled the order on the same day. Never got the gift card refunded. Contacted both physical store and online customer support and spent close to 4 hours on this and no one was able to help me. Timeline:* 3/20/2023: Went to store to ask about getting gift card refunded. They told me to come back a week later * 3/26/2023: Sent an email to home depot asking about this and they told me the same thing the store did, to try again or visit a store.* 4/2/2023: Went to another store to follow up. They acknowledged the problem but weren't able to process a refund. Spend 1 hour working with this person, they had to call online and still did not get it resolved. They filed a ticket and told me to call in a few days.* 4/11/2023: Called Home Depot online to check on the status of the refund. The agent attempted to refund but was unable to do so. While investigating the call dropped and I have not heard from them since.Business Response
Date: 04/20/2023
April 20, 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.
The Home Depot is refunding the customer for the $150 gift card. The customer will need to go in store to receive the refund.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 04/22/2023
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.
We have been working with the Home Depot in ************ ** to assist with replacing items that were damaged due to a leak in our home. We have been met with nothing but problems since. Initially, we went to the kitchen design department and spoke with ************************ We explained the problem and let her know we wanted an estimate to redo our kitchen. She told ** we needed to have measurements completed before we could start a design so we paid and scheduled a time for them to come out and provide the measurements. ***** had gone by after they came and completed the measurements and we hadnt heard anything. We reached out to **** at least three times and she said she had not heard back and didnt have the measurements yet and she would let ** know when she received them. Finally, we got fed up and went to the store and asked her to call the contractor they work with while we were there. She calls them while were sitting there and they informed her that she needed to check her email because the measurements were sent to her a month ago. We finally come and **** does the design and gives ** an estimate that we can provide to the insurance company. Insurance did not give ** enough money to cover everything so we let **** know we can only replace the island cabinets and we need to choose ones that look the same as what we currently have. She shows ** some cabinets and says that these are the ones that closest to what we have and she ensures ** that they will look fine when compared to the cabinets currently in our house. Verbatim she said itll look fine. You wont even be able to tell. If it was going to look bad I would tell you. Dont worry.We place the order in November. The order was shipped in November. January comes and we still dont have cabinets. We called **** a couple of times and finally she reached out to the company and we get our cabinets delivered. Spoke with **** again and she said the installer they typically work with would not come out just to install island cabinets so she gives ** a list of other contractors that Home Depot uses. Other contractors come out and we discuss how they are going to install the cabinets and we get a price. Installers agreed that they would cut circular holes around each pipe so that it would look presentable. Once the installation was completed we see that not only did they not do what we agreed on, but they damaged other parts of our cabinets. They cut one huge rectangular hole at the bottom of our cabinets around all the piping, they cut a hole in the back of the cabinets in the wrong spot so now the hole for the outlet is three times bigger than necessary and has a huge gap, there are tons of scratches on the sides of the cabinets where they put the outlets that cant even be covered by outlet plates. When my husband asked him about those things he gives ** ways and ideas that we can fix it ourselves. Absolutely not. On top of that, after the island cabinets were installed we see that they look completely different than the cabinets we already have (contrary to what **** said) so now we need to replace all of them. We dont even complain. After we have the money to replace the remainder of the cabinets we go back to Home Depot to order them. We sit with **** and explain to her what happened and that we want to order the rest of them. We made it clear that we wanted to keep the same exact layout that we already had, we just needed to order new cabinets to replace the others. After coming back and forth multiple times to create the design (she left ** there because it was either time for her lunch on some days or it was time for her to get off) she finally finishes the design and gives us the price. When we go to pay our card did not go through because it was over our daily limit and at that time the bank was closed so I agreed to come back the next day just to make the payment. After calling the bank to increase our limit for the day I come back the next day to make the payment and she gave a price that was significantly higher than the price she gave us the previous day. I make her aware and she begins going back and forth with me telling me Im wrong and that the price is the same. Eventually, I ask her to see the design and the pricing so that we can make sure its exactly what we ordered and she tells me no. I reiterate the fact that I want to make sure everything is correct due to the discrepancy in the pricing and again she tells me no I dont need to see it because she knows its right. At this point, Im frustrated and step away to call my husband. While Im on the phone I see **** in the corner of my eye waving me over. I hang up and walk over to her and she says oh you were right that was the wrong order, I found the correct one. She shows me the new total and it matches up with the one from the day before. So had I not caught it she would have placed the wrong order and we would have received the wrong cabinets. Again, I ask her to see the paperwork to verify that the order is correct and she refuses and tells me to just pay. At this point I walked away. We went to another Home Depot and asked them if they would be able to use the measurements and information they have in their system to do the design and place the order. The lady looks up our phone number and says that all of the different items that are in our file are confusing and she has no idea whats going on so we would need to go back and work with the same lady. We go back the the Home Depot in Fayetteville and I attempted to work with ******* But again, he looks in the system and says that there is a lot going on with our file and its hard for him to understand what has been done so we should work with ***** I end up calling and speaking with a manager, **. ***, to explain everything that has happened and express my frustrations and request assistance when working with ************* *** was very polite and said the next time I come in she would have someone come and assist. From there, we come back another day to speak with **** and she ensures us that the order is correct, however, I ask to speak with a manager because at this point Im beyond frustrated and I had already spoken to Ms. **** **** then says that she needed to leave and go to lunch so I should come back the next day at 4pm to speak with Ms. **** I come back the next day and ask **** to call for Ms. **** She says that she will call her once we are done with paying and tying up loose ends with the order. She ends up finally finishing close to 5pm and at that point she says its time for her to go home and she needs to leave. She prints out the paperwork needed for me to checkout and officially order the cabinets and said that she called Ms. *** and she will be right ********** leaves. As Im sitting there waiting for a manager another associate comes over and asks if I had been helped. I let her know that **** had called Ms. *** and I was waiting for her to come over. The associate then tells me that Ms. *** isnt even here and she gets off around 2pm so she calls another manager. The manager finally comes over and asks me whats going on and says that **** never called her. So I had been sitting there waiting for a manager that **** never called all the while **** was somewhere in her car headed home. I explain to the manager my frustrations and she gives me the schedule for Ms. **** I come back another day to speak with Ms. *** and fill her in on things. She apologizes and we place the order and she submits a claim for the damaged island cabinets. We finally get the cabinets in and we have our installer come out. Before they put up the cabinets they let me know that it looks like they may not fit, but they would try to install them and see just to be sure. Lo and behold the cabinets ordered do not fit our layout and one of the cabinet drawers looks completely different than the others. So here I go on my to Home Depot AGAIN. At this point, I know ************ schedule so I come on a day and time that I know both her and **** would be there. I come and speak to Ms. *** to fill her in yet again and she calls over ****** to assist me with working with ***** ****** was very nice and pleasant and had helped me a couple months prior with ordering our flooring so we were familiar with one another and I also informed her of everything that had been going on. She apologized and walked me back to ***** desk. Mind you, **** is supposed to be working but no one has seen her. We get back to ***** desk and shes not there. So ****** calls her and lets her know that we are there waiting for her. While were waiting ****** looks in our file to see what she can start to do to assist and says that there is too much going on and it may be best to just work with ****** and there was no need for me to sit and wait for ***** She asks me to send her pictures of everything so I did. She lets me know that ****** is off and tells me he will return on Monday so I can come in and speak with him. After I send the pictures I get an email from **** (apparently they share an email and she saw the pictures I sent). She states that its clearly an installer error and sends us the picture of how the layout should be based on what she ordered (mind you this is my first time ever seeing this layout). I reply and let her know that based on the layout she sent over it still would not fit and that something is off. She then responds and says that we need to move our stove 4 inches to the left to make everything fit. Ridiculous. The stove was in the same place it was when they came to do the measurements and has not moved since. We made it very clear that we wanted the same layout we had previously so there would be no need to move the ****** over. She then calls me on the phone at 6pm (she gets off at 5pm so Im not sure why shes reaching out to me ESPECIALLY since shes left me in the store multiple times because it was time for her to get off). Shes on the phone going back and forth with me about how the measurements are correct and we just need to move the stove over. I explain to her that if it was correct we shouldnt have to move anything and she still wanted to argue so I hung up. So Monday comes and here I go again coming back to Home Depot to speak with ******* I go to the back and ask for ****** and was told that he called out and was not here that day (completely not his fault). At this point Im livid. I ask to speak to the store manager, ******, and she was busy so she sent over the specialty manager, ****** ***** comes over and I give him the details of EVERYTHING. He was very polite and knowledgeable and he apologizes. He says he will look into things deeper and see if he can have the cabinets in our home picked up and just start the process over and also provide compensation for everything we have endured thus far. He says he will get back to me and that they will work everything out. Fast forward a few days, I get a call from ***** and ******* They explain that the stove needs to be moved to the left or we need to order and pay an additional $500 to have two additional cabinets ordered. I explain the situation and let him know that if everything was done as we agreed we wouldnt have to move anything and the cabinets should just fit. He says that if we dont want to move the stove we can pay for the additional cabinets. I tell him no and since Home Depot messed up then Home Depot needs to fix it. ****** then says that the layout **** created is different and the installer should not have put the cabinets up without the layout. I let him know that the installer did what he was supposed to do based on the layout we had previously since thats what we told **** we wanted and on top of that **** never provided ** with the layout so how were we supposed to know she did something different. At this point Im over it and ask to speak to ******, the store manager, or *****, the specialty manager. They put me on hold for a while and ***** finally gets on the phone. He then restates everything ****** said and explains that based on how they explained everything and how they wrote it up that Home Depot will not let them cover the cost or fix anything. I then explain to him that the options they gave to move the stove 4 inches to the left wouldnt even work because the cord is too short and he said the only thing he can do is provide ** with a longer stove cord. This does not help with everything we have been through thus far and it definitely does not help the fact that we have spent money to have installers come out and do a job, well have to pay them to come back and take everything down, then pay them to put everything back up properly. At this point Im ******* I had a baby in June who was born with health complications and Ive had to tote her back and forth every time I needed to come to Home Depot, Ive had to lose money because Ive had to take off of work to come to Home Depot repeatedly, and on top of that we have not had a kitchen sink since this whole thing has started (June of 2022) because you cant install countertops without the cabinets being done. We have spent over $15,000 with Home Depot between purchasing cabinets, countertops, backsplash, flooring, kitchen sink, faucet, etc. and this is how were treated. Im appalled and disgusted by the sheer ignorance and disregard that Home Depot has displayed for their paying customers and would never recommend them to anyone. Home Depot needs to fix the issue. Whether its coming to get the cabinets and redoing the order along with monetary compensation for the money we have spent on the installers as well as the inconvenience of everything that has happened thus far or refunding us EVERY RED CENT we have spent.Business Response
Date: 05/12/2023
May 12, 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 connected with the customer regarding their experience and their cabinet concerns. The store team and ************* are working together to ensure this customers concerns get address in a timely manner.
The Home Depot considers this matter an active investigation.
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: ********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.
On October 31, 2022 Home Depot sent a refund check of $2946.76 for overpayment on a credit account when the account was closed. I cashed that check and everything was fine. On November 7, 2022 Home Depot sent another check for the same amount. I knew this was a duplicate payment and did not cash the check, but held on to it. In February 2023, I received a bill for the $2946.76 amount saying that I owed them this amount. When I contacted Home Depot about the issue they stated that I should cash the second check and then send them a check for that amount. I deposited the second check and the check was returned with the reason of 'Stop Payment'. Now I have Home depot reporting the delinquency of monies not owed to them to the credit bureaus and harassing me for the money that I do not owe them. One customer ********************** rep even stated that she could see on the account that all of this had transpired as I am stating above, but that I still needed to provide proof of the transactions. I have sent them copies of my bank statements to show that I did not get this second payment from them without issue and I sent a copy of the 'bounced' check. They are currently telling me that this could take up to 6 weeks to resolve on their end. In the mean time my credit report has been hit and is negatively impacted.Business Response
Date: 04/21/2023
April 21, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************************************************************** 30303
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: 32202051Customer Answer
Date: 04/21/2023
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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