Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11,932 total complaints in the last 3 years.
- 3,426 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/08/2023
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.
3/10/23 I paid for fencing materials to be delivered. The delivery date was set for 3/21/-3/22/22. I never received the items I paid for in full.Ive been calling speaking with ***** at the store at least 3-4 times a week for updates on delivery( ***** has been awesome and very professional) The delivery date keep getting pushed back. I called the store on 4/6/23 around ****am spoke with ***** manager on duty. ***** stated I cant do anything because cooperate chooses who delivers the items I explained to ***** that this is unacceptable and unfair to me as a customer. ***** agreed to send a email to the warehouse because no one is answering. She called back around **** stated the items are sitting at a warehouse in ******* and supposed to be delivered on 4/5-4/7/23. I informed ***** that the items originally suppose to be delivered on 3/21-3/21/23, then pushed back to 3/28/23 and now 4/5-4/7/23. **** offered no resolution to the issue.On 4/7/23 around 723pm I went to the store spoke with *** at customer ********************** requesting a refund for the items that was paid in full. *** explained the system wouldnt allow her to give a refund. I asked to speak to management. Spoke to ***** Assistant manager in reference to refunds ***** was very rude, unprofessional and condescending. ***** stated The items has been shipped, DO YOU KNOW WHAT SHIPPED MEANS I informed ***** that I didnt appreciate her rude condescending remarks.***** provided no resolution, no apology instead she took the Stance of being very rude and unprofessional. I am asking for all my money back and for ***** to receive some type of disciplinary action for her behaviors.
Business Response
Date: 04/12/2023
Home Depot ******, ****
*************
***********************************************;
More saving. More doing. *******, ******* *****
April 11, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear, Ms. **********;
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. ************** was contacted to address her concerns from the complaint. She was advised that the concerns were sent over to the store for review. ************** has confirmed that she has received her special order in full. ************** has also been compensated for the portion of canceled items on her order. No further action is needed.
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,
Sha-***********************
The Home Depot *************- Executive Escalations Team
P: ********************
F: ************
Case: 32166887Initial Complaint
Date:04/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed order #WE15986303 on March 11, 2023 for three doors online. Only two doors were delivered, with the explanation that the third door was not available at the time. The receipt (attached) shows that the third door was "returned" but no credit was given. I called Home Depot customer ********************** and was told that I needed to drive to the store to speak to people there to ask them to "push" the refund through. This is the responsibility of Home Depot employees, not me. I suggest that somebody from the CEO's office take this task on to "push" my refund through to me. I am owed a refund of $254 for the undelivered door plus tax on that item.Business Response
Date: 04/25/2023
April 25, 2023
Sent Via Email
************************************** Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
Re: ***********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Online Order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has shared ****************** regarding his order. The Home Depot has contacted our customer and advised that a refund has been processed to the customer. ********************** considers this 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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:04/07/2023
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.
There are several problems Ive had all have cost me thousands of dollars in cash and time. 1. I purchased items with a certain return policy. HD changed it without notice and it has forced me to hold onto products I wanted to return. 2. They charged me an absurd amount of interest on a credit card that its impossible to get ahold of someone. They only have automated options. I had questions about it and now have $300 added to my account which only has a balance of $2700. 3. I purchased an appliance that was defective. When I wanted to exchange it they refused to. They sent me to the manufacturer for resolution. This took at least a month. Meanwhile I had no microwave or Range hood. 4. Their installation company stole a hole saw I let them borrow so they didnt destroy my kitchen cabinet. In total they owe me at least $1000 and thats counting my time at half what a contractor charges in this state.Business Response
Date: 04/12/2023
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 with our ******************************.
The Home Depot has reviewed this case and apologized to *************** regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team have reviewed the customer's complaint and contacted the customer to request his order details regarding his appliance experience. The customer advised that he did not have this information on hand and would email us with the order details at a later date.They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Home Depot Online Executive Escalation Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:04/07/2023
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.
Job/Order #F30216252 Ordered windows on December 14th. I made it clear that I wanted flat grids and installed properly. The salesman understood and the contract states flat grids.On March 7th, the windows arrived and the grids were not flat and also crooked. I told them I did not want them installed since the grids were not correct. The Home Depot people ****** assured me the grids could be fixed easily after install. I agreed, but said I would not pay in full until the grids were fixed. I was told the grid parts would be arriving on March 29th. I called them four times from 3/31 to 4/5 and only got a response on 4/5 form ****** promising that she would have an update by the end of the day. I never heard back. I have called and emailed everyone involved in this transaction and no one has responded.I am requesting that this job is finished properly within 7 days. I would never have agreed to install the windows if I knew the grids would take over a month and that customer ********************** would be unresponsive. I have my things moved away from the windows and have been waiting to paint and put them back. I have window treatments that I am waiting to install, so this project needs to be wrapped up as soon as possible.There is also a defective screen that needs to be replaced. It was the wrong size. I also will seek compensation due to the inconvenience and time that Home Depot has cost me.Business Response
Date: 04/24/2023
April 24, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service team is working to address the customers concerns as diligently as possible. The grids were ordered and sent; however, they were received damaged.A reorder for them has been placed and are being expedited. The customer will be notified by the ********************** with the new date. This case is not considered closed and shall remain open until a resolution has been established.
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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32166705Customer Answer
Date: 04/26/2023
Complaint: 19911259
I am rejecting this response because: it does not offer any resolution or concrete timeline. The job is still incomplete.
Sincerely,
*************************Business Response
Date: 05/03/2023
May 3, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service team is working to address the customers concerns as diligently as possible. The grids were ordered and sent; however, they were received damaged.A reorder for them has been placed and are being expedited for a second time now. The customer has been notified by the ********************** regarding the delay. The customer has expressed his concerns to terminate his contract. At this time, we are awaiting next steps regarding previously mentioned. This case is not considered closed and shall remain open until a resolution has been established.
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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32166705Customer Answer
Date: 05/04/2023
Complaint: 19911259
I am rejecting this response because: again, it does not offer any resolution whatsoever. The job is still incomplete and Home Depot has not given any firm date as to when they will complete the work. As such, they are in clear breach of contract and I have notified them of that.
Sincerely,
*************************Business Response
Date: 05/10/2023
May 10, 2023
Attn: ***************************************************** Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service team is working to address the customers concerns as diligently as possible. The grids are expected today. The customer has been notified by the ********************** regarding the delay. The customer has expressed his concerns to terminate his contract, that is to be undetermined currently. The team needs more time and therefore this case is not considered closed and shall remain open until a resolution has been established.
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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32166705Customer Answer
Date: 05/13/2023
Complaint: 19911259
I am rejecting this response because: once again, this does not resolve anything. The job is still incomplete. The grids did not arrive as the respondent claimed. The local Home Depot team here is once again giving me conflicting information as to what I am reading in these BBB responses. At the end of the day, nothing is resolved and Home Depot is in breach of contract.
Sincerely,
*************************Business Response
Date: 05/30/2023
May 30, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service team has been working to address the customers concerns. The parts needed to complete **************** project have been reordered and will be expedited.The service providers have made us aware that as soon as they receive the estimated time of arrival, they will update the customer. This complaint will remain open upon receiving a final report that the customer issues have been resolved in full.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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32166705Customer Answer
Date: 05/30/2023
Complaint: 19911259
I am rejecting this response because: the work is still not complete and no timeline for completion nor any offer of compensation has been provided.
Sincerely,
*************************Business Response
Date: 06/07/2023
June 7, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service team has been working to address the customers concerns. The parts needed to complete **************** project have been reordered and will be expedited.The service providers have made us aware that as soon as they receive the estimated time of arrival, they will update the customer. This complaint will remain open upon receiving a final report that the customer issues have been resolved in full.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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32166705Customer Answer
Date: 06/13/2023
Complaint: 19911259
I am rejecting this response because: the job is still incomplete. It has been over 3 months that the job has been left unfinished.
Sincerely,
*************************Business Response
Date: 06/22/2023
June 22, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service team has been working to address the customers concerns. The manufacturer shipped the incorrect parts for **************** installation. The parts needed to complete **************** project will need to be reordered and expedited once again.The service providers will continue to keep in contact with the customer. This complaint will remain open upon receiving a final report that the customer issues have been resolved in full.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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32166705Customer Answer
Date: 06/22/2023
Complaint: 19911259
I am rejecting this response because: project is still incomplete nearly four months after it was started. It has taken longer than the original custom window order. I think this is the fifth time that the parts that have been ordered have arrived incomplete or incorrect. No completion date and no compensation has been offered despite months of asking.
Sincerely,
*************************Business Response
Date: 07/07/2023
July 7, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service team has been working to address the customers concerns. The service providers have notified us that **************** grids have been installed and that the project is complete. The customer does have a final inspection scheduled for July 10, 2023. This complaint will remain open upon receiving a final report.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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32166705Customer Answer
Date: 07/11/2023
Complaint: 19911259
I am rejecting this response because: the job is still unfinished. S**** covers were missing and set to be installed this Friday.
Sincerely,
*************************Business Response
Date: 07/18/2023
July 18, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Installation Service team has been working to address the customers concerns. The service providers have notified us that **************** grids have been installed and that the project is complete. The customer final inspection has passed, but the customer had to be scheduled for s**** covers to be put on.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,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32166705Customer Answer
Date: 07/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as the project has finally been completed and my complaints resolved.
Sincerely,
*************************Initial Complaint
Date:04/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a ******* refrigerator, dishwasher, washer and dryer with delivery, install and haul away old appliances from Home Depot on 03/23/2023. 1st Delivery attempt:They couldnt install dishwasher, left it in my dining room and told me to call a plumber because they didnt have the fittings.They tried to take my old fridge down a 44 inch stairwell, put holes and gouges in my wall, gave up and damaged my solid wood landing forcing it back up. Old fridge now has large dents in door and sits crooked because they tore off a foot. Their boss told me he would have a more experienced delivery driver take this one down and bring my new one another day.They tried to install my washer. Broke my transition between floors in the laundry when one of them pulled the dryer out after figuring out they would have to put the washer in first. In the end, the couldnt install washer either because the drain hose wouldnt reach. They said sorry and left. 2nd Delivery Rescheduled delivery for today April 7, I called at 8am because no one gave me a window. The operator told me 2:30-6:30pm. I waited, 5:30pm I took my dog out to pee and found a door hanger saying they missed me. No phone call, no doorbell. Nothing. Just put a hanger on my door.I called Home Depot again, they told me the driver insisted he called, left a voicemail and rang my doorbell. I will give you my phone records, he didnt do any of that.Now I have to take a 3rd day off work for what should have been 1 day appliance delivery. I want my stairwell, landing and laundry transition repaired. I also want compensation for missing two days of work. Saturday, April 1st is production overtime 1.5x$43hr $516. Today is Good Friday, holiday pay is 2x$43hr $688. Tuesday is straight time $43hr $344. Pick which two you want to reimburse, only one day off of work should have been necessary, the other two were avoidable.Business Response
Date: 04/20/2023
April 20, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************RE: ***********************/ BBB Complaint#: 19911140
Dear ******,
On behalf of The Home Depot, I apologize for any inconvenience the customer 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 Home Appliance Team has contacted the customer,
offered a ********************** and filed a claim on their behalf.With that said, we have addressed the customers concern 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,
***** F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 04/20/2023
Attached is the last communication from Home Depot, Sunday April 16th. They have not reached out to me to confirm filing a claim, or for damages to the refrigerator nor to offer me a credit. My response is to ask when this communication is expected to occur.Business Response
Date: 05/26/2023
T
BBB Response Letter:
BBB Excel log updated.
Request was sent to OST Team to post on BBB Portal
April 20, 2023
Attn: ******************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Complaint#: 19911140
Dear ******,
On behalf of The Home Depot, I apologize for any inconvenience the customer 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 Home Appliance Team has contacted the customer, offered a ********************** and filed a claim on their behalf.
With that said, we have addressed the customers concern 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,
***** Fr.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********ell ** why here...Customer Answer
Date: 05/30/2023
Complaint: 19911140
I am rejecting this response because:
Im still waiting for communication from the executive team. They said they could not do anything further until the insurance claim had been resolved.
Sincerely,
***********************Business Response
Date: 06/07/2023
June 6, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Complaint#: 19911140Dear *************,
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 Major Appliance Team will proceed with the delivery and installation of your remaining appliances.With that said, we have addressed the customers concern 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,
********************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:04/07/2023
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.
Using my Home Depot credit card, I made multiple purchases in 2022. The bigger purchases were made on 5/18/22 and 2/21/22 and had promotional offers of no interest for 6 mos and 12 mos respectively. I made monthly automatic payments on this credit card. On March 10, 2023, I had called to ask for an extension on the 2/21 purchase. Talking to a HD agent, he advised me that the 5/18 promo has expired after 6 mos. After I told him I was told it was a 12 month promo and noted it down on my planner - and admitting that since I have automatic payments and not always look at my statements - he consulted with a manager named ********. The manager was nice enough to extend the promotion and advised me to call when I'm ready to pay off so they can remove the accrued interest. I was given the dates 4/15 for the 2/21 purchase and 5/26 for the 5/18 purchase. I even said I can pay the lower 5/18 purchase but they said not to worry and they will just extend it anyway and if I wanted to pay it off I can just go ahead and do it. On 4/7/23 I called and told an agent ***** about the previous arrangement and that I was ready to pay in full for both purchases. She transferred me to a manager named ***** who said she only saw the notation for the 2/21 purchase but would not be waiving the 5/18 interest (confirmation #*******). At the beginning of a call, it says conversations are recorded. I asked to go back to the recording for the 3/10 conversation but she said they cannot do so because it was not an error on their part. I paid the 2/21 amount of which she said the interest will be reversed and should be reflected on my account in a few days but she refused to waive the 5/18 interest as was promised earlier. I told her if that was the case I would have paid it back in March and saved further interest. I was willing to pay my full balance at that point if she would honor what the previous manager told me but she said she won't.Business Response
Date: 04/17/2023
April 17, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: Maricarr Aquilizan/ BBB Complaint#: 19910761
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 credit card partners are currently investigating the customers account.
An update will be provided once we receive feedback.
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,
***** F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:04/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I installed doors and windows through Home Depot with lifetime warranty. I am supposed to get replacement windows and screens in case of damages. I have called Home Depot twice already to ask for two replacement screens for damages, but still have not heard back from anyone. A nice lady will get your information over the phone each time, but nobody calls you back. I need them to call me back and provide the replacement window screens.Business Response
Date: 05/08/2023
May 8, 2023
Attn:*****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE : ************************ /Complaint file #********
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 his defective window screen issues he has experienced with a ******** window replacement installation completed in 2012 by The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Installation Services Division scheduled a sight visit with ************ May 5th to examine the defective screens to start a ******** Warranty Claims process.
As this is a manufacturer limited lifetime warranty issue,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,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
** Case#: 32188833Customer Answer
Date: 05/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************Initial Complaint
Date:04/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 23rd I purchased a desk from Homedepot.com. Order# CP62181152. I paid 604 for a corner desk and 159 for installation. The desk arrived. When It was being assembled by the people Home Depot paid to assemble it. It was discovered a s**** missing for one of the handles. Also one of the drawers does not roll correctly. The person they hired to do the assembly threw trash all over my new carpet. He litterally took screws out and threw the plastic they came in on the ground. He had a horrible attitude and kept emphasizing he was late to the next assembly. I filed a complaint with goconfigure and they have done nothing. I tried to file a complaint with home depot and was told it was not their responsiblity and I beg to differ you hired these people to act as your agent and you neeed to resolve this. I believe a drawer is improperly installed I am missing a s**** and my house was disrespected.Business Response
Date: 04/20/2023
April 20,2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************************** / BBB Case #: 19909504
Dear *************:
We acknowledge the receipt of the BBB Case #: 19909504
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalation team contacted the customer to apologize for this experience and partnered with the Merchant to request the missing parts required for installation. The customer confirmed receipt of the missing parts on 4/13/2023. As a customer ********************** gesture, the Online team refunded the customer for the ****************** fee as the customer requested to complete the install.
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. ********Initial Complaint
Date:04/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4/6/22 we went to store#**** to order cabinetry, the total purchase $23659. 6/10/22 existing cabinetry was removed in prep for delivery & install of new kitchen. Jun 14th & 17th we received damaged cabinets, photos were sent. 6/30/22 ****** the designer confirms cabinets were reordered stating "I've never seen damage to this extent, its incredible" 7/13/22 find out they weren't reordered & MasterBrand (MB) is sending a cleaner for "scuffs". We oblige spending hours with an industrial cleaner, damages are the same. MB sets a site visit for 07/20/22 to assess damages, they cancel 30min before appt, we booked off work for this losing $500. 07/27/22 cabinets FINALLY reordered, reminder we still have no kitchen since 04/10/22. Aug 26/22 cabinets are delivered and ALL damaged. Oct the replacements come again, more damage. During this our original design incl. a countertop microwave in the island, we later found out this wasn't doable, we would have to buy a built in microwave to achieve the design we wanted. We weren't prepared to pay $1400 for an appliance, *********** our resolution specialist offered $700 credit to offset the cost, we were still out of pocket $700 for something we didn't want. We didn't have a temp set up until Oct going without a kitchen for 6months. Our kitchen was finished Mar 2/23,11mos *******, 3rd resolution specialist is uncompromising & doesn't care. She said the best HD could do is 15-20%,3548-4731 which was fine. *********** said in email they could go after MB for monies above what HD could do, they agreed to give us $700 for cabinets that still have damage which she is DEDUCTING from her total. She's also deducting $700 for the microwave which we were told was separate resulting in $2100 and a credit extension of 12months we have 1week to agree. We also paid out of pocket $100 for trim she's to comp and we were charged $700 for product we didnt need. We feel $4000 ($3300 HD and $700MB) is fair comp and hope to come to a fair resolve.Business Response
Date: 04/14/2023
April 14, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***************************/ BBB Complaint#: 19908740
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 Homes ******** Support Team has contacted the
customer to confirm completion of their install and reached an agreement.
With that said, we have addressed the customers concern 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,
Zenae F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 04/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:04/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a patio set and there are missing pieces. I've spent countless hours trying to remedy the issue with Home Depot and their carrier for the return and after weeks there is still no resolution. They refuse to fully refund me until the return is received (I was told I was refunded but after checking and seeing I was not refunded I was told I needed to have the item returned first. As of today I was told they would try to refund me for half.) but they can't get the carrier to respond and pick up the item. I just want this resolved with the item returned and my money back.Business Response
Date: 04/13/2023
April 12, 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. Our Online Resolutions Team has been assisting with this matter. The Online Resolutions Team has successfully picked up the item and processed the return which should be received within 3-5 business days.
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# ********
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