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
- 11,936 total complaints in the last 3 years.
- 3,422 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:11/26/2022
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 ordered and paid for hard wood laminate flooring through the measuring and install phone number. I was told the item I chose was available for the 38 cases I would need to do 4 rooms plus a staircase. I paid when the invoice arrived $7580.30 on October 21, 2022. November 3, I get a call that they were missing 10 quarter rounds and they had to reorder. 6 days later (Nov 9), I schedule my delivery for Nov 11. November 10 I get a call from ******* telling me they dont have 38 cases of my laminate they have 11. I wanted to know how since I paid for 38. She told me the *****, ** store wasnt large enough to pull the item when the order was placed its pulled the day before it ships to customers home. And during that time (Oct 21-Nov10) Home Depot put the item on clearance and it was sold (sold out from under me) and I needed to come in so they could find an alternative. Of course NOTHING in the store matched. I find vinyl plank that would blend with the molding and Im told with tax itll cost me an ADDITIONAL $1153. The manager would only give me $300 off. So they charge me the $853 extra. The next day I get a call again from ******** For someone in charge or helping customers with custom orders she didnt know I was getting steps done. Now the material I paid for doesnt match ANYTHING. So I cancel that part of the order.Nov 14 install day. Well as they are finishing they notice I was shorted one transitional piece. Im back to Home Depot and they didnt have it so I had to order one piece. The clerk says why didnt I get matching quarter round and transitions? ******* didnt want to help me with that. So they ordered the correct materials.As of this date I have YET to receive my refund for not getting the material for the steps (approx $1500) and I havent gotten the rest of my order. My flooring isnt complete. I had taken my house off the market to upgrade the flooring. I was originally told itd be completed Nov 14. Its not and I cant relist the house.
Business Response
Date: 12/01/2022
December 1, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: ***********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customer was arranged for pickup on November 28, 2022, and delivered to her and the refund is staged to process, she will have to come into the store to receive the refund. The store manager will be addressing the *** and specialty manager around the lack of urgency to get her problem solved in a timely manner to prevent any further orders from getting a complaint such as this one.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30821172Customer Answer
Date: 12/01/2022
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.This issue has now been resolved I appreciate their speedy response
Sincerely,
***********************Initial Complaint
Date:11/26/2022
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.
Horrible experience with home depot. Attaching my email chain with HD corporate about the issue which explains the whole thing (particularly the 'original email to hd' attachment My latest email reply on this thread was several months late (thought i had responded but never did), but never got a followup. Nor did the person I was in contact with acknowledge whether the issue had been corrected to prevent these types of scenarios from recurring for others.Business Response
Date: 12/14/2022
December 14, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: *******************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter and offers the following in response to your concerns. ******* with the online resolutions team attempted to contact the customer on December 12th and 13th via email to no avail. ******* also attempted to contact the customer by phone. At this time, we have been unable to reach **********************. Should he need further assistance, please contact the online resolutions team directly at *************************
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30821175Initial Complaint
Date:11/26/2022
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.
Purchased a new stovetop - online because you cannot purchase in store. The item arrived, as scheduled. The item was not defective so it was accepted. The driver did not stick around for installation, nor was he expected to. He took my old stove top. The item was about 1/2 an inch too long. I called within the allotted 48 hour return time (about an hour after receiving the item). I requested to return said item (I would have exchanged it). I was put on hold for about an hour and transferred to the store. The store stated they would not take the item back because they are not able to sell the item nor receive a credit for it, hence no profit. I then recontacted online Home Depot who stated they could not do anything because of the store. So, essentially I am stuck with a brand new, non-defective (because I am honest) item, that does not fit and am out $1,000.00 because you cannot return a new appliance due to the lack of profit being made on the stores end.Business Response
Date: 12/07/2022
December 7, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE:*****************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions contacted the customer and informed:
Action(s)Taken NOTHING FURTHER IS NEEDED>
11/28/2022
Applied a $125 markdown to the countertop as compensation and emailed and left a voicemail the credit had been provided.
Received an email from ********************************* thanking us for reaching out but he was able to purchase tools to cut his granite countertop and install the cooktop so an exchange is no longer needed.
Left a voicemail for ***************************** to call and discuss the option of ordering the size cooktop she does need.
Emailed ***************************** we will be contacting her to discuss options. Major appliances are non-returnable as stated on the website.
With that being said, The Home Depot considers the customers concerns met and this matter resolved in our office.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF:30820104Initial Complaint
Date:11/26/2022
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.
2/24/2022 i came to exchange my lights because i had warranty on them and i had called the warranty place and they said i was not in their system even tho i did register. I bought the Christmas lights from home Depot i paid $99.34 for each set only one set is defective home Depot said they discontinued the item ******* the manager said to come back in December we told her our warranty would be almost out by then she signed the back of the recipe and said to come back in December so we came back today 11/26/2022 and the new manager said she would give us a ***** that's all. I told home Depot i had warranty i paid true them and the manager didn't want to help us out she was mean and laughed at us we called the police but they said they couldn't help us but they give me the # to the call # L22330p0270. These lights are discontinued we the Coustomer pay for a insurance true home Depot that the company dose not honor.Business Response
Date: 12/19/2022
December 19, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE:***********************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated November 28, 2022, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The customer has received accommodation for the lights in the amount of $200 in the form of a gift card. I spoke with the customer and he received it electronically and was appreciative.
With that being said, The Home Depot considers the customers concerns met, and the matter is closed in our office.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF: 30820095Initial Complaint
Date:11/26/2022
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.
Purchase dewalt miter saw online Pt Number Dws-779 online saw was suppose to come with free stand both the store and the homedepot online refused to honor the free miter saw stand store stated it "wasn't there problem" would like to receive the miter saw stand and an apology from the company for misleading the consumer and not resolvining the issue in a proper and timely manner.Business Response
Date: 12/07/2022
December 7, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE:*****************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions contacted the customer and informed:
Action(s)Taken 11/30/2022
No further actions taken. Closing case.
The order number is CSD6X8CHCE.
We sent a gift card to the customer for the cost to purchase the stand as already purchased saw instore.
11/29/2022
We offered a $150.00 gift card for the inconvenience.
We emailed the customer screen shots of how to order the free stand with order.
11/28/2022
We left a voicemail and sent email with all direct contact information.
Researched order outlined in complaint.
With that being said, The Home Depot considers the customers concerns met and this matter resolved in our office.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF: ********Initial Complaint
Date:11/26/2022
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.
After several attempts of trying to find my local store thats not listed I decided to post my complaint here. Back in June of 2022, I hired store # *** at ******************************************************************* to reface my kitchen cabinets. Once the in home measure was done it took about 4 weeks for the materials to come in and a date for installation was scheduled. It has been nothing but a nightmare since. I couldnt believe that one person was sent out to do a ***** job by themselves. The second day the installer was late because he was in involved in a car accident. The office failed to call me and let me know that he would be running late and having someone else drop him off which made me uncomfortable. Late in the afternoon his BOSS showed up to pay him and look at his work which I was also never informed about. There was no communication whats so ever about what was going on. Around 3pm the installer told me he ran out of supplies and the doors didn't fit so they had to be reordered. I took pictures immediately after he left and called the office. They sent out another worker name ***** who suggested I cover up the installer poor work by putting trim over it. I told him that was unacceptable. Two months later still no supplies. They sent out someone else who then explained to me that some parts will have to be peeled off and redone and Tow kicks will be ordered for the bottom of the cabinets where the gaps are. I told him that was unacceptable because the material board is supposed to be bonded to the cabinets and its not. As a first time homebuyer I will never use a big box company that subs out their work to local contractors who dont value their customers.Business Response
Date: 12/08/2022
December 8, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE:*************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated November 28, 2022, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Home Services team have provided an update on the cabinet refacing materials as arriving 12/18. I emailed the customer for acknowledgement and will follow up after the materials arrive.
With that being said, The Home Depot considers the customers concerns met, but the case is open until the customer is satisfied.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF: 30819898Customer Answer
Date: 12/08/2022
Complaint: 18464697
I am rejecting this response because:
THERE HAVE BEEN SO MUCH MISCOMMUNICATION. I UNDERSTAND THE SUPPLIES HAVE BEEN ORDERED BUT THE INSTALLATION DEPARTMENT IS NOT BEING HONEST. ONE PERSON TOLD ME TO JUST COVER IT UP WITH ****, AND ANOTHER WORKER SUGGESTED PUTTING TOE ********** LARGE GAPS ON THE SIDE OF THE CABINETS WHERE THE MATERIAL IS NOT EVEN BONDED. I DONT AGREE ON WHAT WAS SUGGESTED BECAUSE I DIDNT PAY FOR SLOPPY WORK. I REJECT ANYTHING FROM HOME DEPOT UNTIL MY CABINETS ARE DONE LIKE THEY ARE SUPPOSE TO BE.
*************************Business Response
Date: 12/23/2022
December 23, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE:*************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Home Services team has advised a ship date on last reorder of 12/20. Once received, the team will schedule a service date at that time.
With that being said, The Home Depot considers the customers concerns met, however, the Services team will continue to work with the customer for scheduling and completion.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF: 30819198Customer Answer
Date: 01/04/2023
Complaint: 18464697
I am rejecting this response because: I have received inconsistent responses from Home Depot. Until my project is completed to satisfactory, their word of customer satisfaction is meaningless to me. I will update and post pictures once the cabinets are finished.
Sincerely,
*************************Business Response
Date: 01/10/2023
January 10, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE: *************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB rebuttal notice dated January 7, 2023,regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Home Services team have informed of a materials order placed 01/04/2023. The customers completion of the project is pending the delivery of the materials. After arrival, the team will schedule an installation.
With that being said, The Home Depot considers the customers concerns met, but will monitor the delivery of the materials, while keeping the matter opened until completed.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF:30819898Customer Answer
Date: 01/18/2023
Complaint: 18464697
I am rejecting this response because the installation is complete but the response is noted. However I refuse to allow the same incompetent contractor to come into my house and try and fix something that they couldnt originally do. I appreciate your response and will update with photos upon completion.
Sincerely,*************************
Business Response
Date: 01/23/2023
January 23, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB rebuttal notice dated January 20, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Home Services team have informed of a first round of materials order placed 01/04/2023, in addition, the final materials will ship 2/5/23. The customers completion of the project is pending the delivery of the materials. After arrival, the team will schedule an installation.
With that being said, The Home Depot considers the customers concerns met, but will monitor the delivery of the materials, while keeping the matter opened until completed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Fax: ************
SF: ********Initial Complaint
Date:11/26/2022
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.
RE: Complaint against Home Depot #****, *******************************************************************************; ************ Order #H****-159716; H****-159717; H****-170291 2022 I decided to purchase and install new doors. So on January 15, 2022, I went into the ************ - Home Depot for the purpose of purchasing new doors (external & internal). On this date I ordered and paid for service to have someone come and take measurements. RFI came 1/29/22, did the measurements. On 1/31/22 I went back into HomeDepot to select and place door order. Doors were received by HD and were scheduled to be installed on 4/21/22; however day of arrival I had noticed that one (1) of the doors had a dent n was scratched and the second door was the wrong door delivered. Good thing I had copies and pictures of the doors I purchased to show RFI the wrong door was delivered. Needless to say I had to go back to HD to reorder my doors (4/23/22). The new order arrived and RFI scheduled installation on 6/17/22. After 2 hours, the installer advises that he ran out of material and has to order additional items. I noticed that one of the doors is three (3) inches short. When I why is the door short; he "recommends" that I buy something to add to bottom of the door to seal and prevent cold air from entering. Which totally defeats the purpose. I called RFI and sent ****** (RFI) an email and did not hear from them. I called and sent an email to ****** (HD Supervisor) and was asked to provide photos; which I did. Sent before and after pictures to show the one door was measured wrong and the other door was left unfinished with huge gaps. 8/24/22 HD sent "TrueFit" to assess the issue; ****** agreed with me that door was measured wrong and the other is unfinished. October went back to ********** another door order. Delivering schd for 11/9, am still waiting for door to be installed and work finished. Can you assist me and/or help receive full refund so that I may find someone else to finish the work. Thank YouBusiness Response
Date: 12/06/2022
December 6,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: ***************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customer has been contacted and assisted.The customer has confirmed receipt of her door delivery and will be compensated once the installation is complete.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 01/05/2023
I wanted to share, that the response ************************************* provided on December 6, 2022 was untrue. Here is why: Her response states that " The customer has been contacted and assisted. The customer has confirmed receipt of her door delivery and will be compensated once the installation is complete." On November 23rd, I called HomeDepot and spoke with **** who shared my door was scheduled for delivery on November 10th; but that the vendor changed the date to November 21st. November 30th, HomeDepot called to inform me that door would arrive on Thursday, December 1st. On December 2nd, HomeDepot called again to report the report was expected but did not arrive and that someone would call me once the door was at the store.
December 12, 2022, HomeDepot called to report that the door was expected but did NOT arrive. The reason I was given was that the driver of the 3rd Party Vendor used by MMI ************** had the door on the truck but did not deliver to HomeDepot store. That HomeDepot spoke with the manufacturer ****/***** @ MMI who said it was out of their control and they were not able to expedite the delivery. I was given another anticipated delivery date of December 13th. I shared with HomeDepot my concern that since the door was not delivered to their store and is riding around somewhere in the truck with the 3rd party driver that what guarantee do I have that the door does not arrive damaged? I was told, that the store will examine the door before it is installed. And also shared that how long will it take for the installer to schedule installment once the door arrives and asked if I can be a priority given it would be almost one year since I ordered the door. That same week, ****** (TruFit) called and offered January 2, 2023 as an installment date - with the caveat that the door is delivered before the January 2nd date. Having said that - again I will reiterate that ********************** comment noting that I had confirmed delivery of the door on the date (12/6/22) noted on her response; since the door had not yet arrived at their store during that time. I do not know when the door actually arrived.
Today, it is January 2, 2023 - TruFit did come with my door. However, upon unwrapping and inspecting the door - ****** (TruFit) notified me that the door was damaged and he would not be able to install the door. That he would need to return the door to the store and have them reorder the door. I took a picture of the damage and the door. ****** informed me that I should anticipate a call from Homedepot once he speaks to his office/manager and the manager calls to inform HomeDepot of the situation.
Having said that, you can understand my continued frustration with HomeDepot and the situation I find myself. Any assistance you can provide is greatly appreciated. I still find myself with one unfinished installation of a door and another door that was measured wrong and short. Not to mention the cold draft that comes into my home because of the unfinished and the short door.
Thank you and look forward to your response.Business Response
Date: 02/09/2023
February 9,2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & ***************************************************************************************************************************************************** 30303
RE: ***************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review,the customer was contacted by the store team and has been scheduled for February 23, 2023.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30815972Customer Answer
Date: 02/09/2023
Complaint: 18464675
I am rejecting this response because: This is a generic response. It does not acknowledge their lack of adherence to the issues I have experienced. Nor have they made any suggestions to correct the issue. It is concerning that theyve allowed this experience to go on beyond a year. I am most certain my complaint does not affect their bottom line. Yet I am still having to wait for work on one door to be finished and another door to be replaced all while dealing with cold air coming into my house and increase in heating bills. Must I continue to wait. What would they want for their home; for their family members.
Sincerely,
***************************Business Response
Date: 02/15/2023
February 15, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********, Suite 900 311
*******, ** 30303314
RE: ***************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customers complaint and installation experience has been documented for upper leadership review. With that being said, The Home Depot has acknowledged the lack of adherence to the issues that the customer has experienced.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:11/26/2022
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.
They installed back and front exterior doors and screen. Screws put in any kind away extra holes in framing filled with putty don't understand how that occurred. Gap in the top left side of the back door. Latch on the frame doesn't match what I bought. Fix the trim not put up right, timing wasn't left as I understand it came with the framing.Business Response
Date: 12/06/2022
December 6,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: *********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customer has been contacted and assisted.The customer is set for a repair on December 12, 2022.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 12/06/2022
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,
*********************Customer Answer
Date: 02/03/2023
This is my second complaint I closed the first cause I thought this was going to be taken care of and it hasn't been. I was suppose to get the back entry door replaced cause it is warped. ********************* calls in December to tell me I haven't been forgotten , apparently I have. I have E-mail him, I have tried calling no one answers the phone, I went over there 1-29-23 told a staff member to tell him to call me sent him a message thru the computer and he haven't bothered to call.Business Response
Date: 02/15/2023
February 15, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********, Suite 900 311
*******, ** 30303314
RE: *********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customers installation date is set for February 18, 2023.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30816168Customer Answer
Date: 02/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:11/26/2022
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 November 23, 2022, I made a purchase of $43.26 at Home Depot on ******** in ****, *****. The cashier ran my Discover card three times for the same purchase. One of the charges was declined but I was charged for the other two. One has already posted, the other is pending. I called Discover, the company that promotes themselves as a company where the consumer never has to pay for unauthorized charges. They said that they can't do anything about it until the second charge posts. Then I have to call them again to get the charge reversed. Maybe. I only want to have to pay for what I bought ONCE. And I shouldn't be charged three times for one purchase.Business Response
Date: 12/06/2022
December 6, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303
RE: ***********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customer was contacted by the store and confirmed that the pending charges have dropped off and everything is fine on her end.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 12/06/2022
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:11/26/2022
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.
Home Depot have tiles *************************** 12 in. x 12 in. Textured Multi-Surface Wall Tile (9.8 sq. ft./Case) listed in stores at $1.69 each , $16.90 per case . I purchased 25 at the Farmingdale Location. Specifically ask the pro desk cashier why the price is reduce she stated theres a Black Friday promotion. I am not discrediting her statement because online also state Black Friday above the tile tile but reflect a completely different price of $127.33 per case not $16.90. I need a total of 5 case or 50 pieces and would like to purchase at the listed price of $1.69 each or $16.90 case.Business Response
Date: 11/30/2022
November 30, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE:***********************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
I contacted the customer and informed the product is no longer sold in store. The tile is only available via special order or online. Unfortunately,there is not an option to discount or markdown the tile.
With that being said, The Home Depot considers the customers concerns met and this matter resolved in our office.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
**:30815742
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