Business Profile

Building Materials

The Home Depot

Headquarters

Complaints

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

Customer Complaints Summary

12,045 total complaints in the last 3 years.
3,450 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/22/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Refrigerator Delivery I ordered a new refrigerator from Home Depot. The refrigerator was scheduled to be delivered to me between 11 and three today. I did not get any call from them yesterday confirming the delivery today. I called it Home Depot they advised me that the window was for between 11 and three. I checked my email it says the same delivery window .And the new refrigerator will have to go through my back doors. I had to get ready for the delivery. I unloaded my front refrigerator and moved my large oak table out of the way so that they could come through the back doors.I kept looking at my tracking and noticing that there was nothing changing 3 oclock came, and there was no delivery or call. I called the hotline for appliance delivery this time I was given the news that they wont be able to deliver until Friday because of the weather, they cannot be bothered to give me a quick phone call and say we wont be able to deliver till Friday.I now have to put everything back in my refrigerator move my table back to its original location. Repeat the entire process on Friday.I I cannot believe the lack of professional courtesy on the part of these folks. I cannot believe that they didnt even bother to call me after the hotline got a hold of them. I will never have another delivery by Home Depot. I mean, this wasnt even a stove or a washer dryer. It was a refrigerator. I am sure they are well aware that we store food in our refrigerator. This is beyond a shadow of a doubt the least professional delivery service Ive ever had, and believe me I have had many my next recipient for this letter is going to be Home Depot corporate offices.
Business Response
Date: 03/28/2023
March 28, 2023

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************

RE: *********************** / BBB Case #: 19637954

Dear **************:

We acknowledge the receipt of the BBB Case #: 19637954

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 contacted the customer to apologize for this experience and to confirm their delivery took place on 3/24/2023; the customer confirmed. After further review, the team processed a partial refund that was owed to the customer on 3/28/2023. The customer inquired about financing options, which is governed by Citibank. The Online team provided Citibank's contact information for further assistance.

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
Phone: *************************
Fax: ************
Case Number: 31964038
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased washer and dryer at home depot on 1/5/23 it was delivered around 1/10. While we are using the unit we noticed unusual cycling of the washer and clothes not being washed, we reached out to Home depot but was referred to *** tag. *** tag tech went to the house and didnt see any issue, was told maybe it is in our water system, so we have the water system checked and we feel its not the water. We believe that the tech didnt do a thorough diagnostic. We attempted to reach out to *** tag to have it check again yet the schedule provided is way late. We went to home depot personally ang assisted by an associate ***************** at home depot ********** ********, this associate did her part calling *** tag and HD management, ***tag agreed to have HD tech to check the unit and found out that machines board was messed up as the hose was not properly tightened during the installation, so every time we run the machine the water leak messes up the board. we have been working with this for a months and home depot personel have been working with *** tag but no reply. HD manager, ***** attempted to call but havent heard from *** tag. We have been spending money at Laundrymat for our weekly laundry and must be compensated for it due to this delays. I sent complaint to ***tag as i feel that they are the ones delaying this. ***tag contacted me today and told me that it is Home depot installed these unit and not themi used my Home dep credit card and im being charged but not enjoying the unit, just today i paid about $60 for LaundryPlease resolve this asap. thank you
Business Response
Date: 03/23/2023
March 23, 2023

Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

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

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

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

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalations Team called and spoke with ********************* on March 23rd regarding order #H4603-37701. At this time, we placed a no-cost order #WB41314771 that is scheduled to be delivered on March 28th. We also offered ************** compensation and she accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************).

With that being said, we have addressed the customers concerns and consider this matter resolved.

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

Sincerely,

Koier A.
Executive Escalations
Phone: ***********************
Case: ********
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ************************* and Im a 70 year old disabled veteran. I recently made a $3960 carpet purchase from Home Depot. I did most of this online and telephone. At the same time I had eye surgery that went badly. It wasnt until I got the receipt that I realized there was no military discount. I called and talked to a number of people including someone that was a male supervisor. Said it would be taken care of. I spoke to someone named ****** who was the head cashier. She sent me to the managers. I have been a military discount customer for a long time. I talked to folks in customer **********************. The problem is that I seem to get a little different explanation about military discount depending on who I talk to. Everything from being taken care of, not entitled because of how it was ordered to a $50 discount if I come in to the store so QR can be scanned. I read their policy on military discount but cant reconcile it with explanations. I drive as little as possible due to my eyesight and nerve problems in my legs and feet. My spouse is a stroke survivor. Apparently none of that matters. I dont want anything I am not entitled to. Just a straight explanation. My receipt and other information is in my email but I dont know how to send it to you.
Business Response
Date: 03/23/2023
March 23, 2023

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

RE: *************************/ BBB Case #********

Dear **************,
?
We acknowledge the receipt of the *************** Consumer Complaint #********
?
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 all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their experience. We have informed the customer unfortunately the Military Discount excludes promotional pricing, services, and major appliances from any additional Military Discount.

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,

***************************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case# ********
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Home Depot offers a credit card. "Commercial Account" They signed my up, I made three small purchases total less than $1000 with the ************* out. They never sent me card. Without the card, I have no account number. Without the account number, I cannot create a log in. Without the login, I cannot pay online. They never sent me a bill. I've called many times, and tried to resolve it at my local Home Depot many times. NO ONE will give me my account number. NO ONE will allow me to pay off my bill. NEVER have I received a bill by mail. Again, anything I receive by email can only be accessed with an online account, which requires the account number, which I never had access to, and they won't give. Bottom line, they literally won't let me pay, and won't resolve it. Which might sound funny, but isn't funny in the slightest because at some point they will send me to collections and wreck my credit score for a decade.
Business Response
Date: 03/24/2023
March 24, 2023

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

RE: ************************* / BBB Complaint #: 19635887

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

We acknowledge the receipt of the BBB Case #: 19635887

On 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. Citibank (South Dakota), NA is the financial organization governing 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, ********* will correspond with the customer directly within (10) business days. If further assistance is necessary regarding your account, the customer may reach them directly at ************.

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

Sincerely,

**************
Executive Escalations
The Home Depot - Customer Care
P: ***********************
F: ************
Case Number: 31974720
Initial Complaint
Date:03/22/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Online order 03/05/2023 - delivery was indicated for 3/10/2023 Order #WE15695435 Order total $858.91 Store SKU # ********** Internet # ********* In speaking with Customer ********************** it has been confirmed the item is lost, but I have not received a refund. Was told Corporate Security was still looking in the case, even though they have confirmation I have not received the item. They say I can "reorder" the item myself, but I do not think I should be "charged" again for the item (it is charged on my credit card now). They do not seem to want to resolve this quickly. If it is confirmed the item is lost, my credit card should have the refund or Home Depot reorder for me at zero cost and expedite the new shipment with better tracking.I would like assistance in getting this resolved.Thank you.***********************
Business Response
Date: 03/29/2023
3/29/2023

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 assigned to our customers case partnered with Investigation to process refund for missing item from order. We were able to confirm that refund was issued and sent customer photo of the receipt. We also provided customer with $400 Gift Card to apply to future re-order.

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: 31970687

Customer Answer
Date: 03/29/2023

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:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In December, I paid the Ashland, **** Home Depot $12,779 for refacing of 3 cabinets, 1 folding door, 1 pantry door, 2 new smaller cabinets, and 1 new small over refrigerator cabinet. I discuss my new refrigerator with the sales person who came to my house and with the person who came to measure. I was told that the size opening would fit any size refrigerator I wanted. I bought my refrigerator before purchasing Home Depot services and before the person came to measure. I was told to have the cabinets installed before delivery. My refrigerator and other matching appliances were delivered the next day after the cabinets were installed. The refrigerator will slide into the opening, however the right French door will not open because it is against the wall. I requested Home Depot to come back and fix the error. Home Depot rudely informed me it was my responsibility and they would not do anything to correct the mistake. I also have to complain about a $750 charge that at first no one knew what it was for. The charge came through via email with no explanation. The sales rep called me and said the home office had sent me 2 emails so she was sending me a 3rd. The email stated to pay $750 so they could get started. I thought it was from the original cost. When I did not received a detailed document I was referred to an email that had where I authorized $12,779 for the work. I was not informed of the increase from the original quote of $12,000 but did not question why the final amount was so much more than the original estimate. I would like Home Depot to 1. properly provide an opening to fit my refrigerator by removing the new cabinets installed or by moving them against the wall and allowing my refrigerator to sit against the stove.2. Show me how my purchase increased from $12,000 estimate to $12,779. I would like to see how the were able to try to charge me an addition $750 without my knowledge
Business Response
Date: 04/20/2023
April 20th 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 valued 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.
We have determined we did not modify the opening for the customer refrigerator, and we met the obligations of the contract. The company that the refrigerator was purchased from would not fit it in the opening with the new cabinets and the customer still accepted the refrigerator. Home Depot is not responsible for the new refrigerator that was purchased by the customer. Based on our findings, we have respectfully denied the customer request to have her cabinets removed and refunded. We apologize if the outcome of this decision does not meet her expectations.

Although we are unable to fulfill the customer request, ********************** would like to provide her with the means to resolve the concerns resulting from this transaction. The Home Depot will provide the customer with a refund for Seven Hundred Fifty Dollars and Zero Cents ($750.00) in the form of a check as complete and final resolution of this matter. We hope this offer reflects our desire to act in good faith regarding your overall experience.

With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 if you have any questions.


Sincerely,
***********************;
Executive Escalations
Phone: ***********************
Fax: ************
**: ********
Customer Answer
Date: 04/25/2023

Complaint: 19636255
April 25, 2021

I am rejecting this response because: (1) Home depot did modify the opening for my refridgerator. (2) It is not clear if the agreement for $750 dollars applies to this BBB complaint of poor workmanship.
I reject this offer because Home Depots statement is false.
I am not sure why Home Depot does not provide supporting evidence for their claims. My requirements for the kitchen appliances was communicated with the sales person and the person who did the measuring. I did not receive detailed information on measurement for the cabinet refacing.   Therefore, I cannot be held responsible for the incorrect measuring of the cabinets. The following Home Depots response IS FALSE.

We have determined we did not modify the opening for the customer refrigerator, and we met the obligations of the contract.
In order to fit my refrigerator, a ** Cafe refrigerator, into my very small kitchen, Home Depot had to take down 3 existing cabinets, measure for the required opening and provide smaller cabinets. Since I had purchased the ** Cafe Appliances (refrigerator, Stove, microwave, and dishwasher) and which was the reason I decided to upgrade my cabinets, I kept the refrigerator in order to have matching appliances.   I thought it would be easier for Home depot to take down two of the new small cabinets that they installed. (take down of the old and install the new cabinets took 1 person less than an hour.) I had no idea that taking down cabinets would be such a big deal. They also tried to tell me that my refrigerator fit even though the right French door would not open. Surely Home Depot can do better than to leave a customer with such a problem and also claim it was my responsibility regarding the measurement of opening. I am seventy-one years old, a home depot customer since the mid-****s, and do not have experience in cabinet refacing. I thought I could trust Home Depot to do accurate work and resolve any issues that *** occur.
I would like Home Depot to take down the cabinets and credit me $750 for this Better Business Bureau compaint of poor workmanship.

Sincerely,

*************************

Sincerely,

*************************
Business Response
Date: 04/28/2023
April 28, 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 valued 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.
As previously stated the Home Depot did not modify the opening for the customer refrigerator, and we met the obligations of the contract. The company that the refrigerator was purchased from would not fit it in the opening with the new cabinets and the customer still accepted the refrigerator. Home Depot is not responsible for the new refrigerator that was purchased by the customer. Based on our findings, we have respectfully denied the customer request to have her cabinets removed and refunded. We apologize if the outcome of this decision does not meet her expectations.

Although we are unable to fulfill the customer request, ********************** would like to provide her with the means to resolve the concerns resulting from this transaction. The Home Depot will provide the customer with a refund for Seven Hundred Fifty Dollars and Zero Cents ($750.00) in the form of a check as complete and final resolution of this matter. We hope this offer reflects our desire to act in good faith regarding your overall experience.

With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 if you have any questions.


Sincerely,
***** T Hodge
Executive Escalations
Phone: ***********************
Fax: ************
**: ********
Customer Answer
Date: 05/02/2023

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.
Please let me know when I will receive the check for $750.00.
I am expecting a good will compensation of $750.00 in the form of a check and no assistance in from home depot in trying to make my $12,779 very small cabinet installation fit what I thought was clearly communicated requirements. This compensation is specifically for this Better Business Bureau complaint for poor workmanship and mismeasurement of the cabinets.
I still don't understand how Home Depot claims they did not modify the space where the refridgerator goes when I had to get 3 smaller cabinets installed. There are concerning weaknesses in this Home Depot's contracting process which should be reviewed to include when and how charges are incurred and communicated to the customer, specific areas that involve the customer's expectation and requirements, and how customers are treated during the entire process..

Sincerely,

*************************
Business Response
Date: 05/05/2023
May 5, 2023

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 3030

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 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 customer was provided with a settlement release and agreement document and she is fully aware that the document has to be signed and returned in order for compensation to be awarded.

With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 if you have any questions.


Sincerely,
***********************;
Executive Escalations
Phone: ***********************
Fax: ************
**: 31892319

Customer Answer
Date: 05/05/2023

Complaint: ********

I am rejecting this response becausethe settlement agreement received WAS NOT RELATED to my BBB complaint ******** regarding cabinet refacing and installation. The settlement agreement is for someone who received WINDOW INSTALLATIONS PO ********.
Also, incase Home depot is going to use the same standard contract language on my settlement agrrement, the following clauses need to be changed.
Clause 1 --It was agreed that Home depot would send me a check for $750.00 within 2 weeks of to show they acted in good faith regarding my overall experience.
Clause 2. The term "transaction" should be defined as the dispute regarding the incorrect space identified for the kitchen refridgerator and the removal of 2 custom cabinets as identified in BBB case #********. THIS WAS AGREED when I initially accepted the settlement.
Clause 3. OK as is.
Clause 4 Should be deleted or changed to specifically identify the complaint discussed in the BBB case # ******** as the "Transaction..
Clause 5 - Delete? Non-disclosure. Why is this needed? Why shouldn't customers have access to the types of issues that could be encountered during the contracting process.
Clause 6 - Delete. This agreement applies to only the issues of "The Transaction", incorrect space identified for the kitchen refridgerator and the removal of 2 custom cabinets as identified in BBB case #********.
To summarize our agrrement:
1. Home Depot will do nothing to correct the incorrect dimension specification for the kitchen refridgerator or any cabinet defects except those covered under warrenty.
2. Home Depot will provide a check in the amount of $750.00 to reflect their desire to act in good faith to resolve this BBB complaint --********.
In return, I will accept that Home Depot does nothing to resolve this issue of mismeasurement of the refridgerator space, will not seek compensation for any other work required on the cabinets, - except for items covered under manufacturing and installation warranties, and WILL Accept the $750 good faith for Home Depot's desire to act in good faith.
Needless to say, I am appalled at the carelessness of Home Depot's contracting process, clarity of costs, and problem resolution process. I am tired of Home Depot not accurately responding to my issues and expanding the settlement agreement beyond what was discussed. (This is what led to the BBB complaint.) First it was that Home Depot did not modify the opening for the refrigerator. Infact I received 3 custom cabinets designed to allow my refridgerator to fit. The settlement agreement ********.was for Window Installation Purchase order #********.
Please provide a settlement agreement that reflects the issue in this BBB complaint, Case # ******** and reflects my purchase of cabinet refacing and installation. I would like to move on from this issue and hope that Home Depot will act in good faith and properly settle this complaint. Please review the settlement agreement propr to sending to ensure I am receiving a settlement agreement specifically related to this BBB complaint, case #********.
Sincerely,

*************************
Business Response
Date: 05/08/2023
May 8, 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 valued customer may have experienced while shopping with our company.
As previously stated customer was provided with a settlement release and agreement document regarding her cabinet installation (please see attach copies)and she is fully aware that the document has to be signed and returned in order for compensation to be awarded.
With that being said, The Home Depot has addressed our customers complaint.,and we now consider this case 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 if you have any questions.


Sincerely,

***********************;
Executive Escalations
Phone: ***********************
Fax: ************

Customer Answer
Date: 05/15/2023

Complaint: 19636255

I am rejecting this response because: HomeDepot"s settlement agreement does not reference the 2 items that were agreed upon and is not specific to this complaint. I cannot sign a blanket statement that says I accept everything Home Depot says. This is what started the complaint. I expect Home Depot to focus on the issues in this complaint.
I am willing to settle on everything in this complaint with the agreement of :
1. Home depot does nothing to resolve the error.
2. I receive $750 toward's Home Depot good will.
I do not agree to release Home Depot on anything not covered in this agreement, as stated in a prior contract.
If this is the case, then I will need to start a new complaint ensure every issue presented in this complaint.is properly addressed.
Please see my previous email.

Sincerely,

*************************
Business Response
Date: 05/18/2023
May 18, 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 valued customer may have experienced while shopping with our company.
As previously stated customer was provided with a settlement release and agreement document regarding her cabinet installation (please see attach copies) and she is fully aware that the document has to be signed and returned in order for compensation to be awarded.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 if you have any questions.


Sincerely,
***********************;
Executive Escalations
Phone: ***********************
Fax: ************

Customer Answer
Date: 05/24/2023

Complaint: ********

I am rejecting this response because: I have not received a settlement agreement specific to this case.
I have not accepted any other offermade by Home Depot except for the offer made trough BBB.

May 24, 2023
Dear ***********************,
Regarding BBB Case # ******** and Home Depot.

I have not received a settlement agreement from Home Depot. The correspondence sent by me to the BBB site on May 5, 2023 at 1:05 pm stating the settlement agreement sent was not for my order. In fact, it was a settlement for window installations, PO 50514989.   THIS IS NOT MY PURCHASE. (Please see attached settlement agreement received.) The documents that home depot submitted are pictures of my GE refrigerator Not a settlement agreement. There is no settlement agreement received for BBB Case # ********

This BBB complaint was around 2 issues:
Error in the dimensions identified for the refrigerator opening.
Transparency (Detailed documentation) showing how pricing was incurred and when contracts were reviewed and signed.

The home depot offer made on April 28, 2023. It included 2 items.
Declined to do anything about the error in the dimensions of the refrigerator
$750.00 compensation in the form of a check as complete and final resolution of this matter. We hope this offer reflects our desire to act in good faith regarding your overall experience.

To also act in good faith, I accepted the offer although the offer did not address the need for transparency in the purchasing, ordering and installation processes used to manage this project.
The Home Depot should ensure the settlement agreement is:
1. specific to the 2 issues discussed
2. and the $750.00 compensation in the form of a check to show good faith in the efforts to resolved this complaint.

To avoid further back and forth, Home Depot should make the settlement agreement specific to this complaint. I am sure Home Depot can understand the need for clarity on what is agreed upon and covered in the settlement agreement in order to ensure a common understanding of the issues addressed.
I still need the actual Settlement Agreement. (Attached is the incorrect settlement agreement.
Home Depot knows what it must do (1. submit a specific settlement agreement regarding the error in the dimensions and 2. compensation in the amount of $750 received for good faith in resolving this complaint) to close this complaint. I am looking forward to a resolution of the BBB Case #********.

Acting in good faith with the BBB and Home Depot,
*************************
****************
Sincerely,

*************************
Business Response
Date: 06/06/2023
June 2, 2023

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** 3030

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 while shopping with our company.
As previously stated, the customer was provided with a settlement release and agreement document on 4/8/2023 regarding her cabinet installation (please see attach copies) and she is fully aware that the document has to be signed and returned in order for compensation to be awarded.
With that being said, The Home Depot has addressed our customers complaint.,and we now consider this case 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 if you have any questions.


Sincerely,
***** T Hodge
Executive Escalations
Phone: ***********************
Fax: ************
**: 31892319

Customer Answer
Date: 06/10/2023

Complaint: ********

I am rejecting this response because: need agreement from 4/28 ageement made with BBB -- not a prior offer that was rejected.
Home Depot said it was acting in good faith with the BBB and me to resolve this compaint. Home Depot should honor our agreement and provide an agreement as of 4/28/2023 or later.
I need an agreement dated 4/28/2023 or later.
Background summary (again)
I did not accept any prior offer from Home Depot instead I chose to work through BBB. I am waiting for an agreement that is dates on 4/28/2023 or later which reflects the agrrement reached on 4/23/2023.
I am under the impression from the offer made from Home Depot on 4/28/2023 was made in "good faith regarding my overall experience.
Although Home Depot has made several unsupported claims, I agreed to settle for $750.00 via a check.
"The Home Depot will provide the customer with a refund for Seven Hundred Fifty Dollars and Zero Cents ($750.00) in the form of a check as complete and final resolution of this matter."
I am hoping that the negotiations through BBB are binding and that my time spent with BBB and Home Depot to come to a binding offer that wasdone in good faith. I am not sure why Home Depot is still trying to make me sign a prior offer that I did not repond to.
=======Settlement Offer ==============
April 28, 2023

Attn: ***********************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 3030

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 while shopping with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
As previously stated the Home Depot did not modify the opening for the customer refrigerator, and we met the obligations of the contract. The company that the refrigerator was purchased from would not fit it in the opening with the new cabinets and the customer still accepted the refrigerator. Home Depot is not responsible for the new refrigerator that was purchased by the customer. Based on our findings, we have respectfully denied the customer request to have her cabinets removed and refunded. We apologize if the outcome of this decision does not meet her expectations.

Although we are unable to fulfill the customer request, ********************** would like to provide her with the means to resolve the concerns resulting from this transaction. The Home Depot will provide the customer with a refund for Seven Hundred Fifty Dollars and Zero Cents ($750.00) in the form of a check as complete and final resolution of this matter. We hope this offer reflects our desire to act in good faith regarding your overall experience.

With that being said, The Home Depot has addressed our customers complaint., and we now consider this case 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 if you have any questions.

Sincerely,
***** T Hodge
Executive Escalations
Phone: ***********************
Fax: ************
**: 31892319
=========================
Please send me a check and a settlement document dated 4/28/2023. Honor this agreement that you made with me on 4/23/2023.
=============
email from 5/2/2023 accepting offer Home Depot made through the BBB
Sent: 5/2/2023 10:42:14 AM

From:
*************************
To:
BBB of Metro Atlanta, ****** & NE *******
Subject:
I accept the business's response to resolve this complaint

This complaint requires action on your part. After reading this message - click here to view your options.
This message originally read on 5/15/2023

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.
Please let me know when I will receive the check for $750.00.
I am expecting a good will compensation of $750.00 in the form of a check and no assistance in from home depot in trying to make my $12,779 very small cabinet installation fit what I thought was clearly communicated requirements. This compensation is specifically for this Better Business Bureau complaint for poor workmanship and mismeasurement of the cabinets.
I still don't understand how Home Depot claims they did not modify the space where the refridgerator goes when I had to get 3 smaller cabinets installed. There are concerning weaknesses in this Home Depot's contracting process which should be reviewed to include when and how charges are incurred and communicated to the customer, specific areas that involve the customer's expectation and requirements, and how customers are treated during the entire process..

Sincerely,

*************************

========end od email ===========
incerely,

*************************
Initial Complaint
Date:03/22/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
DO NOT USE HOME DEPOT! THEY ARE CROOKS THAT SHOULD BE SUED FOR THE WAY THEY TREAT THEIR CUSTOMERS. I HAVE BEEN WAITING FOR ALMOST A YEAR TO GET MY CABINETS FINISHED. THE DESIGN TEAM HAS BEEN GIVING ME THE RUN AROUND WITH DIFFERENT DATES ON THE REORDER OF THE SUPPLIES. I SENT AN EMAIL TO THE OFFICE IN OCTOBER ASKING IF THE SUPPLIES CAME IN WHICH I STILL HAVE THE ****** I GOT NO RESPONSE UNTIL AFTER I FILED A REPORT WITH THE BBB ON NOVEMBER 2022. THEN I GET A CALL FROM THE DESIGN TEAM **** STATED IT DOES LOOK LIKE THE SUPPLIES HAVE CAME IN BUT NO ONE EVEN BOTHERED TO CALL OR EMAILED ME TO TELL ME WHEN AND HOW THEY PLANNED ON REPAIRING THE CABINETS. DECEMBER 2022 I RECEIVED AN EMAIL FROM ****************************** STATED THAT THE DESIGN TEAM HAS AN ETA OF SUPPLIES OF 12/18 . SO THE REORDER OF SUPPLIES WAS NEVER REORDERED. SEEMS LIKE THE DESIGN TEAM NEED TO GET THEIR SH*T TOGETHER. A COUPLE WEEKS LATER I RECEIVED ANOTHER EMAIL FROM ***************************** STATING THE FIRST ROUND OF SUPPLIES WAS REORDERED 1/4/2023 WITH A FINAL SHIPMENT GOING ON 2/5/23 . I EMAILED THE OFFICE FEBRUARY 27 AND NO ONE HAS RETURNED MY PHONE CALL. AS OF MARCH 22 I HAVE YET TO HEAR FROM THE OFFICE WHICH IS OUTRAGEOUS NO COMMUNICATION AT ALL. THIS IS MY FIRST, AND LAST TIME USING HOME DEPOT THE CONTRACTORS ARE WORTHLESS AND REUSE MATERIALS FOR OTHER JOBS. I WOULD CHOOSE ***** OVER HOME DEPOT MOVING FORWARD AND CLOSING OUT MY ACCOUNT.
Business Response
Date: 04/14/2023
April 14, 2023

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

RE **************/BBB Case #********

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

We acknowledge the receipt of your BBB notice dated April 13, 2023, regarding the number referenced above.

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

The home Services team have set a schedule to visit the customers home, April 19, and complete Thursday, April 20.

With that being said, we consider this matter current in our office, and the team will complete the work to the customers satisfaction.

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

Sincerely,

******************
Executive Escalations
Phone: ***********************
Fax: ************
SF: 3081989/31966667
Customer Answer
Date: 04/19/2023

Complaint: 19636223

I am rejecting this response because the repairs have not been completed. I will be filing a formal complaint with ***** Attorney General and the State Licensing Board.

Sincerely,

*************************
Business Response
Date: 04/26/2023
April 26, 2023

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

RE *************************/BBB Case # ********

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

We acknowledge the receipt of your BBB notice dated April 21, 2023, regarding the number referenced above.

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

The Home Services team were instructed to only return for repair and completion once all materials were present. The additional materials have been ordered and the scheduler will set up a day and time with our customer once they have arrived in the facility.

With that being said, we consider this matter pending completion.

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.

Sincerely,

******************
Executive Escalations
Phone: ***********************
Fax: ************
SF: 30819898/31966667

Customer Answer
Date: 07/28/2023
This is the third complaint I have filed with the Better Business Bureau and yet nothing has been done. I received several emailed messages from the design team that supplies were reordered to redo my kitchen cabinets. On April 8,2023 I filed a second complaint with the Better Business Bureau. Home Depot response was that the installation was expected to be completed on April 19,2023 which is a Deceptive business practice because they knew they didn't have all the materials to redo the job. The following day April 20,2023 ***** one of the installers that I have never met before came out to my house with no supplies and told me he couldn't finish the installation because he didn't have all the materials but that he would be the one to redo the installation. After that the design team scheduled me for installation, They didn't even bother to tell me that ***** was no longer with the company and that they would call him to bring back my supplies. Therefore my supplies are been danged up riding around in his truck while he complete other jobs and probably use my materials for someone's else . On top of that the very first installer that completed the poor workmanship was involved in a car accident which is why several of my doors have nicks which everything is in writing. They sent another installer who I have never meet before and had no clue. They are just sending out workers who don't know what they are doing and think that they can just patch up sloppy work. I have had several different companies come out and give me repair estimates. I paid almost ***** for a one hand band job that was sub par work. I have no faith in The Home depot corporate office because it has been a year with nothing being resolved. If the contractor is unable to redo my cabinets to a satisfactory standard, I would ask to be compensated so that I can pay another contractor to do the job right or have a mediation to avoid any court proceedings. This whole experience has been very stressful and mind boggling as a new home owner I would not recommend Home Depot to anyone and never use them again.
Business Response
Date: 08/01/2023
Action was taken and your message was sent. Logged in BBB Portal Spreadsheet.
August 1,, 2023

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

RE: *************************/BBB Case # ********

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

We acknowledge the receipt of your BBB notice dated July 7, 2023, regarding the number referenced above.

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

The Services Team provided an update:
The product has been sent to the installer for an installation date. The installers will have an install date this week. Coordinator also left a message for the customer, with the same information.
.
With that being said, The Home Depot considers the matter is opened in our office until completion of the install.

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.

Sincerely,

******************
Executive Escalations
Phone: ***********************
Fax: ************
**: 33378621

Customer Answer
Date: 08/03/2023

Complaint: 19636223

I am rejecting this response because: Evidently the team is not listening and thinks its a joke. They dont communicate or return emails. Every time they schedule an appointment for installation they come out with no supplies. I am not asking for anything unreasonable for the ***** that I spent. Two professional cabinet contractors came out to my home and told me that the job was not done correctly. I am asking for mediation to avoid going to court. It is imperative to resolve this matter.

Sincerely,

*************************
Business Response
Date: 08/13/2023
August 13, 2023

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

RE: *************************/BBB Case # ********

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

We acknowledge the receipt of your BBB notice dated August 1, 2023, regarding the number referenced above.

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

The Services Resolutions provided an update:

Going forward we will contact customer by email only. We are actively trying to get her scheduled and will send an email date for her, next week (8/14-8/19). Due to miscommunication the previous date that was pending was filled. Pending scheduling.

With that being said, The Home Depot considers the matter opened in our office until the project has reached satisfaction of the customer.

Please know that it is *********************** 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.

Sincerely,

******************
Executive Escalations
Phone: ***********************
Fax: ************
**: 33378621
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ON 3/14/23 I WENT INTO STORE @ **** TO APPLY FOR A HOME DEPOT CREDIT ****. WENT THROUGH PROCESS WAS GIVING PAPERWORK AND AMOUNT AVAILABLE TO MAKE FUTURE PURCHASES. ON 3/21 /23 A CONTRACTOR WAS HIRED AND DOING REPAIR WORK WE WENT TO HOME DEPOT TO USE MY NEW **** AND TO MY SURPRISE MY NAME WAS NOT ON THE **** BUT MY HOME ADDRESS TELEPHONE # AND LAST 4 OF SS# WAS CONNECTED TO THE ACCOUNT - AND WAS ADVISED I WAS UNABLE TO MAKE A PURCHASE AND I NEEDED TO CHANGE THE NAME ON THE ACCOUNT VIA FAX OR MAIL MY ID AND SS# TO FAX# ********** OR BRING IT TO THE ***** HOME DEPOT FOR THEM TO FAX - TOTALLY UNACCEPTABLE- THIS IS THE EPITOME OF FRAUDALANT INFORMATION AND POOR CUSTOMER ********************** AND SECURITY OF CONSUMERS - HOW MANY PEOPLE HAS THIS HAPPENED TO - NOW I HAVE TO WATCH MY CREDIT REPORT MONTHLY TO AVOID FRADULANT INQUIRES ON MY ACCOUNT - WHERE IS THE SECURITY WHERE IS THE PRIVACY OF CONSUMERS INFORMATION
Business Response
Date: 03/24/2023
March 24, 2023

Sent Via Email

Attn: ***************************
Customer 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 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 (South Dakota), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by ********, ************************* will receive a response directly from them within 10 business days as previously stated.

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:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a matching, front load washer/dryer set on Feb 10th, 2023. The set was delivered and installed on Feb 15th, 2023. We were told that we have 48 hrs to report any problems. Upon testing, the front load washer shook the entire house. Feb 16th, 2023--notified Home Depot of issue, suspected imbalance/leveling problem Feb 18th, 2023--someone from Home Depot came to level the washer, I performed additional wash and violent vibrations and shaking still observed.Feb 18th, 2023--reported to Home Depot that issue still existed. Home Depot said that unit might be defective. Replacement washer ordered.Feb 27th, 2023--delivery of replacement washer. same issue of violent shaking. I purchased anti-vibration pads to try out. I tried changing out the drain pad. Neither solutions worked.Feb 28th, 2023--reported problem to Home Depot. Mar 2nd, 2023--washer picked up.Upon research, it is well known and documented all over the internet that front load washers are considerably more violent due to their inherent physics of spinning and tossing heavy, wet clothing back and forth. Front load washers ARE NOT recommended on 2nd floors unless the 2nd floor is structurally reinforced or perhaps is tiled for additional stability. The manufacturer **** was only willing to accept the return of the washer but not the matching dryer since the dryer is past the 48hr reporting window. Home Depot was only willing to refund $400 plus tax of the dryer. These 3 weeks of unnecessary stress, time and energy spent, could have been avoided if washer manufacturers and Home Depot will educate and warn their customers of the risk in placing a FRONT load washer on a non-ground floor. Had I known of this risk, I would have purchased a TOP load washer/dryer set and not be stuck in a limbo now. I now have an extra brand new dryer that is sitting around. Order Number: H6604-359706
Business Response
Date: 04/10/2023
April 10, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ********************* / BBB Case #: 19635586
Dear **************:
We acknowledge the receipt of the BBB Case #: 19635586
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 partnered with **************** who processed the customers refund for
$1,006.55. The Online team emailed the customer to confirm and provided their contact
information if further assistance is required.
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. 31974714
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ODR# H0118-48095 2-21-23, On 2-21-23 gas stove was delivered damaged & couldnt be installed. Per tech he would note my order & to call customer **********************. A rep adv the same model was avail. at Marietta store & someone will contact me in 48hrs. On 2-23-23 I called for update & was adv per notes they had to order a the ********** was on back order until 3-16-23. Tuesday 3-14-23 Home Depot Techs arrived at my home to install the stove w/no prior contact scheduling delivery. Glad I was home, a few hours after the install there was an odor of gas. I called Home Depot Customer *************** spk w/ a supervisor ******** she suggested I turn the valve off. I explained I didnt feel comfortable doing so & have someone return ASAP to resolve the issue. She agreed would submit request & allow 48hrs for follow-up &confirmation email (never received). I called Thursday evening was adv per notes on request I would receive a call on Fri. to schedule visit. Again, no call back instead tech called Saturday morning stated he was 5 minutes away from my home. When they arrive & inspect the stove the guys tells me no one from Home Depot installed the stove as the old gas line was use ********* techs are not allowed to install with old lines & the connection wasnt done properly! He refused to disconnect it. I asked if he could at least turn the valve off he again refused stated he didnt feel comfortable touching the stove which I understood! He said he would report info to his supervisor. I then contacted customer relations as I had been not been able to use the stove at all for almost a week! After spending 2 hrs on the phone with multiple reps w/ out resolution. I then contacted the ********** they came to my home & turned the valve off. As of 3-22-23 I have not been contacted by Home Depot, still dont have use of the stove; therefore I cant cook! My family cant afford to keep eating out & we are tired of sandwiches & microwaveable food! Im extremely frustrated.
Business Response
Date: 04/05/2023
April 4, 2023

Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & 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 carefully reviewed all information pertaining to this matter and have confirmed that a refund had already been processed for the oven. However, our customer was unaware since her landlord made the purchase for her. We have also offered to replace it. Our customer is checking with her landlord on how to proceed and we await their decision.

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: ********

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