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
- 12,105 total complaints in the last 3 years.
- 3,487 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:03/09/2023
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 been buying everything from Home Depot and I am very disappointed that Home Depot didnt help me with addressing these issues so I had to do a bbb claim. I noticed in January 2023 and December ******************************************************************************* these two months 8 dollars each. I also got a late fee which I asked to remove as a goodwill/one time courtesy but I see it is still there.. I also placed an order for kitchen suite but refused the fridge WE10880260 . I was refunded for the fridge but was never refunded for the ice line, sales tax and 40 dollar old appliance removal fee. please refund these items. Also, I had a gift card which was sent to me back in December had a zero balance. I dont remember using it therefore it should have had 140 dollars on it. There was also a Halloween pumpkin I purchased but the plug fell apart and the store refused to take it back along with recalled hunter heater which is on recall. I emailed the company and they advised me to bring it to the store I purchased it from, but when I brought it back I was told turned away and told that I should have it shipped.. please see email attached Please assist me with resolving all these issues
Business Response
Date: 03/20/2023
March 20, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************** BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********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. We partnered with our Online Team, and they have advised that they have attempted to reach the customer three separate times via phone and email. However, the customer was unreachable.Please know that it is The Home Depot's 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: ************
SF# ********Customer Answer
Date: 06/01/2023
I have recently made a complaint with bbb but your representative wasnt helpful with all of the issues I requested help with. I asked her to send me Delivered proof appliances orders for the past 6 months. I also advised her of the issues I had with my coupon not being accepted at the store when making a purchase which qualified for it. And my multiple perks which I was supposed to be able to use but when I get to the register or try to use it online its not letting me. I would like my pricing adjusted on these I will gladly provide all the info. Please have another rep reach out to me. Thank youBusiness Response
Date: 06/07/2023
June 07, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************
RE: *************** BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********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. We partnered with our Online Team, and they have advised that they have forwarded all the required proofs of your purchases to your email. They have also reached out to you three separate times to get clarification on the perks that have been referenced, but unfortunately, havent received any response from your end. Furthermore, they have also addressed the store coupon concern.Please know that it is The Home Depot's 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: ************
SF# ********Customer Answer
Date: 06/13/2023
Complaint: 19577646
I am rejecting this response because:
While you have addressed half of the concerns the concerns in regards to store coupons wasnt addressed. Your representative advised me I need to make a separate claim on that.
also, I asked and submitted all the appliances invoices/order numbers I am in need of delivery confirmation on . I still didnt receive them. I do need a proof of delivery for the appliance orders which were purchased from 3/1/22-6/1/23 please .
Sincerely,
***************Business Response
Date: 06/20/2023
June 20, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************
RE: *************** BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********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. We partnered with our Online Team; they have advised that they have requested for Mr. ********* to provide the appliance order numbers from the dates of 03/01/2022-06/01/2023 for which he is seeking proof of delivery. The Online Team has also reached out to Mr. ********* three separate times to get clarification on this matter, but unfortunately, the customer was unresponsive. Furthermore, they have also addressed the store coupon concern advising that store coupons can only be used in-store and the customer must partner with store leadership.Please know that it is The Home Depot's 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: ************
SF# ********Initial Complaint
Date:03/09/2023
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.
Mi tarjeta Pro Xtra Commercial Revolving Charge terminada en xxxx4053, no la puedo agregar a mi cuenta Home Depot Pro Xtra ademas no figuran mis compras realizadas y los puntos 4X que debo tener.He llamado al telefono ************ opc 2 tres veces he hablado con representante con lograr ayudarmey dejandome en espera por mas de 35 min colgandose la llamada, he ido a tres tiendas de homedepot al departamento de Xtra Pro sin que me puedan ayudar, son $15,800 gastado en perks que no puedo ver reflejado en mi cuenta.Por Favor necesito q me ayuden a ingresar mi tarjeta a mi cuenta, y tener mis puntos xtra que gane.Cordialmente *********************Business Response
Date: 03/20/2023
March 20, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ************************* / BBB Case #: 19577497
Dear **************:
We acknowledge the receipt of the BBB Case #: 19577497
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 Pro Xtra team for their immediate attention and assistance with resolution. The team contacted the customer via phone to apologize for their experience; however, they are still working toward a resolution regarding adding the customer's preferred payment method to his new account. We will continue to assist until this matter is resolved.
With that being said, this matter is still in progress and monitored until we reach a final resolution. 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
**********************: ***********************
Fax: ************
Case Number: ********Customer Answer
Date: 03/23/2023
Buenas Tardes
Recibi y he hablado multiple veces con personal de Home depot muy amables en su atencion, pero el ultimo correo recibido el dia Marzo 20, 2023 por la Srta ***** indica que mi numero de telefono ********** esta asociado a mi cuenta Pro, sin embrago solo me figuran dos tarjetas adjuntas y a la fecha ****** Marzo 23, 2023, no puedo anadir la trajeta Pro ********, y obtener mis beneficios.
Por favor espero que podamos darle solucion a este inconveniente por parte del personal de IT de Home Depot
Por favor revisar las fotos enviadas
Cordiales Saludos
*******************************
Business Response
Date: 04/19/2023
April 19, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ************************* / BBB Case #: 19577497Dear **************:
We acknowledge the receipt of the BBB Case #: 19577497
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 Pro Xtra team for their immediate attention and assistance with resolution. The team contacted the customer to retrieve his previous account information and to update the new account with the preferred card. As a customer ********************** gesture, the Pro Xtra team offered a gift card, to which the customer accepted.
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
**********************: ***********************
Fax: ************
Case Number: 31825863Customer Answer
Date: 04/22/2023
Complaint: 19577497
I am rejecting this response because:Un representante de homedepot me llamo muy amablemente y soluciono el tema de tener mi tarjeta en mi cuenta PRO, hizo un excelente trabajo, tambien me dijo que mis puntos por las compras se verian reflejado en mi cuenta pro despues de 24 a 48 horas, pero al momento esos puntos no se ven reflejados, he hecho aproximadamente $5000 en compras que seria 4X puentos mas de ***** puntos y no aparecen en mi cuenta PRO.
Con respecto a la gift card de $200 que me ofrecieron, aun no me ha llegado y quiesiera confirmar que me la enviaron a mi nueva direccion ****************************************************, direccion que fue actualizada por mi via internet en la web de PRO y la cuenta de banco de home depot a finales ********, ( no tengo la fecha exacta).
Por favor solo queda esto pendiente para dar por finalizado el caso y estoy muy contento con la tienda de Home depot que para mi es muy recomendada.
Sincerely,
*************************Business Response
Date: 04/24/2023
April 24,2023
Sent Via Email
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 regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Pro Xtra team for their immediate attention and assistance with resolution. As previously stated, the team contacted the customer to retrieve his previous account information and to update the new account with the preferred card. As a customer ********************** gesture, the Pro Xtra team offered a gift card, to which the customer accepted. If further assistance is necessary regarding their account, the customer may reach the Pro ****************** ********************** directly at ***************.
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
**********************: ***********************
Fax: ************
Case Number: ********Customer Answer
Date: 04/24/2023
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:03/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a dishwasher from Home Depot with installation and haulaway of the old unit. When the dishwasher was delivered on March 6, the delivery team stated they were unable to install the dishwasher because to do so would have required going into the crawlspace, which they stated was not permitted by Home Depot. We were not informed of this restriction at the time of purchase or at any time before the delivery of the dishwasher. During the subsequent two days, we had three plumbers/electricians quote the installation of the dishwasher. The cost would have been nearly the price of the dishwasher. When we called Home Depot on March 9 to return the dishwasher, we were informed that there was only 48 hours to return the dishwasher, and that we would no longer be able to return it. This is not acceptable. We would like the dishwasher picked up by Home Depot and the price refunded.Business Response
Date: 03/21/2023
Home Depot ******, Inc.
Customer Care
************************************************************; 30339
More saving. More doing.SM
March 31st, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau 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 Lumber Delivery from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted **************** with his online order WB39470276.
With that 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,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
** Case#: 31761625Initial Complaint
Date:03/09/2023
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.
Porch Door installed by Main Line ****************************** Feb 16, 2023. This is who Home Depot contracted with. The installer, *****, did not install the * trim as ordered, because he decided that the color did not match our siding. When confronted, the door was already in place, and he stated he was supposed to install the * trim prior to the door installation. I asked him to fix it. Instead of removing the door as planned, ***** pulled out our old * trim, shoved in the new one poorly with rough edges, not symmetrical down the sides, and then smeared caulk all over the entire * trim and border of the new porch door. He told ** we needed to hire a painter to finish the job. I questioned the work several times and he kept telling me I needed a painter. We had a painter assess the work, and was informed caulk cannot be painted and that in fact the installation was a total botch job and to let Home Depot know ASAP. On Feb 22, HD was made aware along with pictures. We have been told this would be fixed multiple times. MLI made aware, no response. *****************************, RF Installations, who hire subcontractors for HD made aware, and not providing response. We reported to HD corporate CASE ********, and no resolution. They documented that they called my husband but never did! We can pull ******* records. We were able to get a PO # for MLI to call ** for an appt, and no response from them either. ******* at HD sent an email to request an appt ASAP. We have attempted to call MLI and they do not answer the phone. At this time, the installation is a complete botch job, the new ******** porch door is damaged, and we are requesting a full replacement ASAP, or our money back so we can have another company replace the door as we are afraid that our home is exposed to potential water damage from the poor install. We started seeking a resolution on Feb 22, and today is March 9th. The cost of the door /install was $3280.77, order No. H4137-202687.Business Response
Date: 04/07/2023
April 7, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
****************************************************************************
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 the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Senior Installation Team has contacted ****************** and scheduled multiple service visits to address all the customers concerns. The Senior Installation Team has ordered additional material that will be installed upon arrival and would like additional time to address and resolved the complaint.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 04/07/2023
Complaint: 19563008
I am rejecting this response because: It is premature to accept this response as a closure to the complaint. First, there have not been multiple service calls to our home to correct the entire complaints. There was one service call on 3/22/23 where the installation was corrected, but damage was done to two pieces of our vinyl house siding, and damage was also noted on the bottom of the exterior section of the sliding patio door panel. The senior installer stated it would take about 2 weeks to get new siding delivered, which will not even be an exact match to our original siding. At this time, it has been two weeks, and we still do not have the siding or an *** on the door panel. In addition, **** from RF Installation has informed ** in an email that we would be reimbursed for the alarm system on the door, since a wireless sensor was installed, as we cannot hardwire the door until all services is fully completed. The email with ****'s response was forwarded to ******, but we have not heard a response back from her regarding this request. In addition, we have sent an email to ****** stating that every call, email, and service visit is valued time away from our work and requested that ****** speak with ******* at Home Depot *********** because he stated to my husband and I he was going to be speaking with management to obtain a some reimbursement compensation credited back to our home depot credit card for the time and aggravation this has caused. ****** mentioned to my husband that compensation will not be discussed until the job is completed. Since the work is not completed and the *** on completion is unknown, along with alarm reimbursement and compensation for this extremely botched patio door installation that has not only damaged our newly purchased patio door but the homes vinyl siding, we will not accept the response at this time.
Sincerely,
***************************** and *************************Business Response
Date: 04/14/2023
April 14, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** ***** NE *******
****************************************************************************
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 the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. As previously stated, The Home Depot Senior Installation Team has been in contact with Mr. ***** ******************* to address all the customers concerns. After a scheduled service visit, the Installation Team has ordered additional material for the installation which would require additional time to complete the project. The customers were updated of this matter and upon arrival of the new material the service team will contact the customer and schedule the final ****************** process.
With that being said, we would like additional time to address all the customers concerns and will continue to assist until the matter is complete and the customer has a satisfactory outcome.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 04/20/2023
Complaint: 19563008
I am rejecting this response because:As we appreciate Home Depot's attempts to resolve this matter, and what was stated in Shonya's response is what she has spoken to ** about, this still does not resolve the issue as it has been one month since the Senior Installation Team has been at our home. It has also been over one week since we have spoken with ****** in which she stated she was sending an email to obtain an ETA on our siding and J piece for the door. And one week after ****** sent her email, we followed up with 2 unanswered emails trying to get an ETA. We explained to ****** that when we purchased the door we were given an ETA, and we feel a month after ordering the products the vendor should be able to provide and ETA and the Senior Installation Team a response. We are aware that ****** stated that every time we reject this will go round and round, but that is the concern. Why does it need to go round and round? We have holes in our siding with caulk because it was damaged by the door installation company. We would like it replaced in a timely manner, and right now all we have is an open end response time.
In our second follow up to ****** today 4/20/23, we asked if she has once again received a response, and if she hasn't can we have permission to move forward with getting the siding replaced and reimbursed by Home Depot for the cost?
Once again, we are aware pieces are on order. We have been told by ****** that we will be reimbursed for the alarm installation. Now we are looking for Home Depot to commit to a time frame that our siding will be fixed. It appears ****** states that dealing with outside vendors is out of their control, but then we ask to be able to see if we can assist in finding a vendor.
Sincerely,
*****************************Business Response
Date: 04/25/2023
April 25, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** ***** NE *******
****************************************************************************
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 the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. As previously stated, The Home Depot Senior Installation Team has been in contact with Mr. ***** ******************* to address all the customers concerns. After a scheduled service visit, the Installation Team has ordered additional material for the installation which would require additional time to complete the project. The customers were updated of this matter and upon arrival of the new material the service team will contact the customer and schedule the final ****************** process.
The Executive Escalations Team has also sent the customers email updates regarding the *** of the material which are unknown at this time and the customer will be updated when status of material is obtained.
With that being said, we would like additional time to address all the customers concerns and will continue to assist until the matter is complete and the customer has a satisfactory outcome.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 04/30/2023
Complaint: 19563008
I am rejecting this response because: I understand from the language in the letter and the conversations we have had with Shonyea that she is working with us until the matter is fully resolved. However, it has been a run a round and nothing appears to be moving forward. We were contacted at the end of last week by Shonyea that she is on vacation until May 1st and she provided two names of contact. She also sent a second email with an expected ETA of 4/26/23. We than received an email on 4/26/23 from ******* at the Home Depot Store *********** stating he wanted to keep ** in the loop. First, he said he thought our siding may be in later in the week but did not have confirmation. He then went on to say that *************************** told him it was a "special order" and she did not have any updates to the ETA. He did not make mention of the door piece either. We were told by ******* that at the beginning of the relationship with her were not to speak with anyone else Home Depot or MLI regarding this matter and that they were told the same to **. So therefore, we did not reply to *************** What the email from ******* did confirm was that there is no ETA, and it appears that will remain unknown and a educated guess at best. We supposedly have a revisit PO in the system, but when whose know that too? We do not understand why this is a "Special Order", because ****************** stated it would be available in two weeks and that was back on March 22, 2023. At this point, we started the installation process on February 16, and here we are now in May and damages are still not repaired. We want a definitive answer to when this will occur or to be provided with an opportunity to be compensated to repair all damages.
Sincerely,
*****************************Business Response
Date: 05/09/2023
May 8, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** ***** NE *******
****************************************************************************
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 the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. As previously stated, The Home Depot Senior Installation Team has been in contact with Mr. ***** ******************* to address all the customers concerns. After a scheduled service visit, the Installation Team has ordered additional material for the installation which would require additional time to complete the project. The customers were updated of this matter and upon arrival of the new material the service team will contact the customer and schedule the final ****************** process.
The Executive Escalations Team has also sent the customers email, placed phone calls, and provided updates regarding the *** of the material from the business partners when available.
With that being said, we are still requesting additional time to address all the customers concerns, obtain materials to have a satisfactory outcome. We will continue to assist the customer until the ****************** is complete.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 05/15/2023
Complaint: 19563008
I am rejecting this response because: We are in the final stages of working with ****, Manager at the Home Depot in ***********, and we do not want to close it off as accepted until everything is completed with them. We sent an email to Shonyea on May 12, 2023 after the installation and siding was installed by Main Line Installation and informed her that the door appeared to be installed correctly, no additional damages noted, and that the two pieces of damaged siding were replaced. The siding is slightly a different color and texture than the original, but we had it installed behind our grill, and for resolving this complaint we would consider it "acceptable". As for the alarm and additional compensation, ******* stated that Senior Mgt would be reaching out to **. Today, May 15, 2023, **** did reach out to ******* and have they have come to a verbal mutual agreement as to how much we will be compensated for. At this point, since it was only a verbal conversation, and we are still waiting on a response from the store as to how they would like to proceed with the credit and if there will be any additional documentation needed on our part.We strongly feel that everything is moving in the right direction, and our hopeful that once everything is completed shortly with the agreed upon credit, maybe even this week, and at that point we will be able to close this case.
We appreciate on the ongoing communication from Shonyea.
Thank you,
************************* and *****************************
Business Response
Date: 05/19/2023
May 19, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** ***** NE *******
****************************************************************************
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 the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. As previously stated, The Home Depot Senior Installation Team has been in contact with Mr. ***** ******************* to address all the customers concerns.
The Executive Escalations Team has been in contact with the customers and Senior Installation team to address the final steps.The customer was sent an email of the steps that will be taken to prepare documentation for review and acquire signature(s). Once the documentation is received back from the customer the refund will be processed and sent to the customer shortly after.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 05/24/2023
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.We have come to an agreement with Home Depot, accepted the final steps, and documentation has been completed. Shonyea has confirmed the documents were received on her end, and we were informed that we will receive the agreed amount via check to our home within 21 days.
Sincerely,
***************************** and *************************Initial Complaint
Date:03/09/2023
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.
In October of 2020 we purchased decking form The Home Depot in the amount of ******** dollars. This decking came with a 25 year warranty against defects and fading. Currently in March of 2023 the decking has faded significaltly and we attempted to make a warranty claim through the manufacturer. Proof of purchase is required for the warranty claim which Home Depot says does not exist. We have credit card statements showing the purchase, however they are not detailed and do not prove which item was purchased. When we asked Home Depot to look up the purchase history, they are able to see orders from the same month in the same year of the purchase but the purchase for the decking does not exist in their system. They have said there is nothing they can do and direct me to call their 800 number to which they direct me to call the store since it was a in store purchase.Business Response
Date: 03/13/2023
March 13, 2023
Sent Via ************************************************************ Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ******************* / BBB Case #********
Dear **************
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced 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 Store was able to finally locate the Customer order invoice after discovering it was under a different phone number. In addition, the order invoice has been successfully sent to the manufacturer for the warranty to be processed.
With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!Case# ********
Customer Answer
Date: 03/14/2023
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:03/09/2023
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 February 25, I bought a Refrigerator after verifying they actually had the unit in inventory in their warehouse in Helenashowed me they had something like 114.so paid for it with an agreed delivery date of March 8. On March 7, I got notice they werent able to delivery and someone would be in contact within the next ***** hours to reschedule. I contacted customer ********************** to find out what the problem was. Was told there was a problem with delivery to warehouse from Whirlpool and they did not have the unit to deliver. I tried to get a name and number for someone that I could verify the status and was refused. After multiple calls, I get a notice they have rescheduled delivery on March 15 from 2:00AM - 1:59AM. In checking further, I have been told several conflicting stories, from they have no inventory, a truck broke down, offering to cancel, my unit is on the truck, and to check back the next day to see if it has been received. When I checked back, via the text customer ********************** multiple times I get some message, they dont understand and to try another option. I finally called customer ********************** again, and have now been told the unit is in the warehouse per Whirlpool, because she couldnt get to the warehouse or shipping company. She thinks it should be delivered now on March 15.Ive been told it was in inventory before.otherwise I would have never agreed to the purchase and the March 8 delivery. I have no faith in what Ive been told now, since Ive heard multiple different stories. Frankly, telling a customer they have the unit on hand to close a sale, and then waiting 10 days to tell me they dont is fraudulent. And the run around from customer **********************, and refusing to let me talk to someone from the shipping company is **** poor customer ************************* advice to anyone is to never buy an Appliance from Home Depot unless you load it up and take it home. Their promises on their free delivery is a scam and they can not be trusted.H3103-152375Business Response
Date: 03/20/2023
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 partnered with local Home Depot and Maytag to schedule customers appliance delivery. Customer appliance was delivered on 3/15 and he was satisfied.
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: 03/21/2023
Complaint: 19561942
I am rejecting this response because:
The statement they made that I am satisfied is not accurate.I did receive the unit March 15 and am happy that I finally got it and it works fine. I was told, I would be hearing from someone from the local store..but I have not been contacted by anyone from the store.
My complaint is store sales staff misinforming me stating the product was in their Helena ********* when it obviously wasnt and was delayed in shipping from Whirlpool. I went for 2 1/2 weeks without refrigerator because if they wouldnt have told me it was inventory, I would have bought something else 2/25..
Im not sure there is anything else that can be done now, but the public needs to know, when they say they have a product in inventory ..that *** not be true, and buyer beware. It is improper business to mislead customers to make sales in this manner.
You can consider the case closed. But to claim Im satisfied is false. Im happy I finally got the unitbut I dont accept being lied to.
Sincerely,
***********************Initial Complaint
Date:03/09/2023
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 January 18th I signed a contract to have the Homedepot fence installed. On the 28th of January, I called Home Depot back because I never got a response as to when they would arrive. They had the contractor they hired to do the job call me immediately. Over the next couple of weeks, I called to find out when they would be doing the actual job. I own a dog boarding business I needed to know when to shut down. On February 20th the contractor called me at 4:30 PM and said we will be there tomorrow. So I had to contact all of my daycare dogs for the day race around pulling up stones we had set around the fence to keep the gravel in. Around 12 PM on Tuesday 21st, the fencing crew arrived only to find out that the fence was a tear down first. It states it in my contract. They had to leave and schedule a machine and come back on Thursday. Thursday I had to shut down daycare again for the day. I was told this would be a one-day job turned into two days. Now I had clients booked for the weekend I had 12 dogs staying here overnight that I had to physically take out on a leash to relieve and exercise. If I knew this was the way it was going to be handled I would have found a week that I was closed and had them come out then to install the fence. My biggest problem was they showed up with only one gate. I had five in my order. I was told well they will be here soon. Then we do not know when they are coming so they reinstalled my old interior gate. It was the only one that would fit. Left a gap in between the post and the gate so I had to block off and tie it down to keep the dogs from escaping. Inbetween February 24th and March 1st they had no clue where my gates where. I finally got a call that evening that I would have them in the morning. Now I was told on the phone several times that I would be compensated over this mess. Today I got a call from home depot that they denied my request and there was nothing else. Very disappointing considering the amount I have spent.Business Response
Date: 04/10/2023
April 10, 2023
Sent Via ************************************************************ Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************;
*******, ** 30303
RE: ************************* / BBB Case #********
Dear **************
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Unfortunately, the Home Depot **************** team has extended an denial letter to the Customer for a full refund. Following, Executive Escalations is still working with the Home Depot **************** and the Installation Team, ********* ************ to seek an opportunity for the Customer to receive compensation or a second installation of her fencing. And the customer was offered $300.00 in compensation from Executive Escalations for her inconvenience, that resulted from the first installation.
With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!Case# ********
Customer Answer
Date: 04/18/2023
Complaint: 19561906
I am rejecting this response because: First of all I did not ask for a full refund as stated. The fencing was improperly installed causing a hazard to my dog clients and their owners. I had a call from ******************** on April the 9th and explained the situation and she told me she would have a response within 24 hours. It has been another 9 days and still no response. I got this email from BBB the 11th of April and decided not to respond until I heard back from ******************** which I have not.
Sincerely,
*************************Business Response
Date: 04/21/2023
April 21, 2023
Sent Via ********************************************************************* Experience Specialist?
Better Business Bureau?
Serving Metro Atlanta, ****** & Northeast *******?
************************************************************?
*******, ** 30303
RE: ************************* /? BBB Case #********
Dear **************
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced 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 District Services Manager, advised the she would request an re-installation on the behalf of the customer and will be confirming the details soon. The Customer has been made aware of the pending request.
With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!Case# ********
Initial Complaint
Date:03/09/2023
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.
Complain about Home Depot customer ************************ paid $9,588.94 to buy an ** built-in refrigerator from Home Depot and the invoice and pictures are attached. It was delivered on Feb 6, 2023. I saw it was badly damaged on the left, right, and top panels, and the water dispenser leaked water, causing the floor to flood. I called Home Depot immediately on the same day. I wanted to send the six attached pictures to show the damage. However, customer ********************** said that they did not have email and they did not need pictures.I asked her for the case ID. She said you do not need a case ID, you just need to mention the order#(H****-233794). She said that she scheduled a technician to come to my home on Feb 17, 2023, to check if it needs replacing or repairing. However, nobody showed up until 4:00 pm on February 17, 2023. (I took a vacation day off and waited for nothing) I called Home Depot again on Feb 17, 2023. Customer ********************** called ** and he scheduled ** technician - **** to inspect the damage issue on February 21, 2023. **** sent the damaged report with 6 pictures to ** and Home Depot that day.** approved the refund or replacement.I called Home Depot about 50 times, but they always push me to call **. I called ** (** case number RNN230217014541), and ** told me the dealer Home Depot should pick up the damaged refrigerator, and give me a refund. However, I have waited for one month, and Home Depot ( Store#****) has not picked up the damaged refrigerator until now. It is a very expensive refrigerator, and I paid $9,588.94 to get a badly damaged refrigerator. Dome Depot Sore **** Order H****-233794 MODEL SRSXB2622SBusiness Response
Date: 03/24/2023
March 24, 202
Sent Via ************************************************************ Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
****************************************************************************;
*******, ** 30303
RE: *************** / BBB Case # ********
Dear **************
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team attempted to call the Customer to update and offer,but recieved no answer. In addition, the Customer was left an email notifying them of **** response and offer to set up a service with a tech to visit and diagnose the unit for repairs to resolve the issues.
The Online Escalation team is currently awaiting for a response from the customer, if they wish to proceed with the tech visit for a repair option, since the unit was not reported within timeframe to process a refund.
With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!Case#********
Customer Answer
Date: 03/29/2023
Nobody reach me from Home Depot for the pick up until now.
The Home Depot Depot respond information is not true.
Here is the true information:
Complain about Home Depot customer **********************:
I paid $9,588.94 to buy an ** built-in refrigerator from Home Depot and
the invoice and pictures are attached.
It was delivered on Feb 6, 2023. I saw it was badly damaged on the left,
right, and top panels, and the water dispenser leaked water, causing
the floor to flood.
I called Home Depot immediately on the same day. I wanted to send the
six attached pictures to show the damage. However, customer **********************
said that they did not have email and they did not need pictures.
I asked her for the case ID. She said you do not need a case ID, you
just need to mention the order#(H****-233794). She said that she
scheduled a technician to come to my home on Feb 17, 2023, to check if
it needs replacing or repairing. However, nobody showed up until 4:00
pm on February 17, 2023. (I took a vacation day off and waited for
nothing)
I called Home Depot again on Feb 17, 2023. Customer ********************** called **
and he scheduled ** technician - **** to inspect the damage issue on
February 21, 2023. **** sent the damaged report with 6 pictures to **
and Home Depot that day.
** approved the refund or replacement.
I called Home Depot about 50 times, but they always push me to call **. I
called ** (** case number RNN230217014541), and ** told me the dealer
Home Depot should pick up the damaged refrigerator, and give me a
refund. However, I have waited for one month, and Home Depot (
Store#****) has not picked up the damaged refrigerator until now.
It is a very expensive refrigerator, and I paid $9,588.94 to get a badlydamaged refrigerator.
Dome Depot Sore ****
Order H****-233794
MODEL SRSXB2622SI do need to return it and a refund.
Business Response
Date: 04/27/2023
April 27, 2023
Sent Via ********************************************************************* Experience Specialist?
Better Business Bureau?
Serving Metro *******, ****** & Northeast *******?
***********************************************************************?
*******, ** 30303
RE: *************** /?BBB Case # ********
Dear **************
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a appliance, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team has been in communication with the vendor ** and are patiently waiting on an update and guidance for the next steps set for the Customer. The Customer currently has been offered a ********************** appointment to have a technician diagnose the unit for repairs.
With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case # ********Customer Answer
Date: 04/28/2023
Thanks all to hep to resolve the damaged refrigerator return issue..
Please investigate these facts:
Delivery and Damage Report: The refrigerator was delivered on February 6, 2023, and I immediately reported the damage to Home Depot on the same day. I Called ************** on February 6 to report the damage and request to return. However, when I asked for the case #, the customer ********************** representative informed me that they did not have a case number for any report and only used the order number. Additionally, they did not provide an email address for me to send pictures of the damaged refrigerator. Instead, they scheduled a technician to visit my home on March 17, 2023, to assess whether it needed to be repaired or returned.
Technician No-Show: Despite waiting the entire day on March 17, 2023, the scheduled technician did not show up. When I contacted Home Depot again, 4:00pm, March 17, 2023, the representative informed me that there was no record of a technician scheduled for that day in their system. I was appalled by this level of service from Home Depot.
Based on this information, it appears that there were multiple issues with the customer's experience with Home ******************************** a lack of system record regarding the damage report, a failure to provide an email address for photo evidence, and a missed technician appointment without proper communication. It would be advisable for the customer to follow up with Home ********************** to ensure that their concerns are addressed to return and refund for the damaged refrigerator.I am writing to provide you with an update on the damage report regarding the ** refrigerator. I called ** yesterday, and ** scheduled a technician named *********************** to come to your house to assess the damage and take pictures today (April 28, 2023) He has since filed a damage report with new pictures and created a new ** case ID: ***************.
**** told me that based on the severity of the damage and my prompt reporting of the issue on the same day of delivery, February 6, 2023, **** informed me that it would be Home Depot to pick up the refrigerator and provide me with a refund. ** has informed Home Depot of this decision and they will be following up with you to arrange for the pick-up.
I have attached the invoice and pictures of the damaged refrigerator for your reference. I urge you to investigate this matter and ensure that Home Depot fulfills its obligation to provide a refund for the damaged refrigerator. I appreciate your assistance in resolving this matter and look forward to your response.
Sincerely.Business Response
Date: 05/05/2023
May 05, 2023
Attn: ***********************
Customer Experience Specialist?
**********************?
Serving Metro *******, ****** & 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 is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forwarded this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team was able to partner with the *************** for a solution. ** has made an exception and they have agreed to move forward with the fridge pickup and refund to the customer. The fridge pick up is scheduled for May.9 2023.
The Online Escalation team will up with the Customer to confirm the pickup and throughout the refund process.
With that being said, The Home Depot has addressed our customers complaint.
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 - *************
Resolutions Expediter- Executive Escalations
Contact:************************
Case# ********Customer Answer
Date: 05/11/2023
Dear BBB, and Home Depot:
I am writing to express my gratitude for your great effort in assisting me with my refrigerator issue. I wanted to inform you that ** picked up the refrigerator on May 9, 2023.
However, I have not yet received the refund for the refrigerator. Therefore, I am kindly requesting that you refund the amount back to my credit card as soon as possible.
Could you please let me know how long it will take for the refund to be processed and credited to my account?
Thank you once again for your excellent service.
Sincerely,***************
**************
**************
Business Response
Date: 05/15/2023
May 15, 2023
Attn: ***********************;
Customer Experience Specialist?
**********************?
Serving Metro *******, ****** & Northeast *******?
***********************************************************************?
*******, ** 30303
RE: *************** /?BBB Case #********
Dear **************,
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team contacted the Customer by email to notify him that his refund was approved. The Customer's refund was processed on May *******. The Customer will need to visit ********************** Store to have the refund released.
With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case# ********Customer Answer
Date: 05/16/2023
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.LG picked up the damaged refrigerator and I received the refund.
I wanted to express my sincere gratitude for your valuable assistance in helping me for returning the damaged new refrigerator.
Sincerely,
***************Initial Complaint
Date:03/09/2023
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.
Order wp57490628 genie garage door opener purchased 1/17/2023 was defective and it was installed thru Home Depot. This purchase was done on line.I called the online help center and he gave me credit for the installation.The credit was not for the install but he took it off the defective unit. When I returned the unit I was only give credit for the balance of the purchase price of the unit.I am still out $128 for the install of the defective unit.I bought a different opener made by LiftMaster from Home Depot that day because the installer said they could come back later that afternoon.I paid the installer directly for the replacement installation.Home Depot called the company they use for the garage doors but no answer they said I should call them.I did not reach them either.I saw reviews of this opener on homedepot.com and saw a similar issue where the customer was left without resolution.Business Response
Date: 03/13/2023
March 13, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** *****
RE: ********************* / BBB Complaint#: 19559792
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction 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 Expeditor has connected with the customer to assist with the refund of defective garage opener and installation charges. 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,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:03/09/2023
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 contracted Home Depot for the window installation on 02/11/2022. After several scheduled install dates, we still do not have the job complete. The first time, they did not put the order in, so we waited 16 weeks to be told that we must wait another 16 weeks before they can come and install the windows. Here is a brief timeline of events, I have included more description in the attached pdf:02/11/2022: Placed the order and paid 100% for the windows.07/01/2022: We were told that the windows will come in July. We received a call that they were not ordered and that we have to wait another 16 weeks.10/10/2022: The scheduled time to install. They come with 1 wrong window, several missing screens, and the sliding doors were incorrect. We had to live with plywood covering the window for 3 months. The manufacturer had a horrible product as well! 01/23/2023: They bring the missing window and sliding doors. Still missing screens. The sliding door had missing hardware. 03/06/2023: They came back with the sashes replacement and glass. Still missing 2 sashes and the screens. We are now waiting for a new schedule for the missing items. You can see the breakdown in the attachment as well as a handful of pictures. I have had a horrible time connecting with anyone that can help us get this expedited or even answer us! Please assist us in any way you can. We need to be compensated for the aggravation this has caused.Business Response
Date: 04/03/2023
Home Depot ******, Inc.
Customer Care
************************************************************; 30339
More saving. More doing.SM
April 3rd, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro *******,
****** & NE *******
***************************************************;
*******,** 30303
RE: M.*********************** / 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 Window Installation project with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Installation Services team completed an onsite visit and placed an order to address Mr. ******** concerns with his windows.Estimated time of arrival is not yet available however we are keeping ***************** apprised on all progress. Although this is not in complete status, we are working to ensure a resolution is provided.
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,
******* Coffel
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
** Case#: 31824490
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