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.
- 3,413 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:04/05/2023
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.
WE PURCHASED BOTH A ***** AND DISHWASHER FROM THE STORE IN *********/KISSIMME ** IN MID MARCH. THE ENTIRE EXPERIENCE HAS BEEN TERRIBLE. WHEN THE ***** WAS INSTALLED, IT WAS INSTALLED WITH A VENT THAT IS TOO LONG AND NOW THE ***** BLOCKS THE DOOR TO THE GARAGE. WE WERE PROMISED A SHORTER VENT. WHEN THE INSTALLER GOT HERE, WE WERE TOLD THEY DON'T CARRY THE SHORTER VENT AND THEY REFUSED TO CORRECT THE ISSUE. THE STORE ALSO REFUSED TO CORRECT THE ISSUE AS WELL AS CUSTOMER **********************. WE WERE ALSO SOLD A DISHWASHER WITH A LARGE DENT ON THE INSIDE SO IT COULD NOT BE INSTALLED. WE SCHEDULED A REPLACEMENT TO BE DELIVERED BUT THE DELIVERY DATE CHANGED AND NOBODY BOTHERED TO TELL **. WE HAD TO FOLLOW UP. TELEPHONE CUSTOMER ********************** REFUSED TO GIVE ** A MANAGER, THE STORE REFUSED TO GIVE ** TO THE GENERAL MANAGER. THE SALESPERSON PROMISED A SMALL $75 CREDIT BUT THAT NEVER HAPPENED. WE HAVE BEEN LIED TO SO MANY TIMES, GIVEN SO MUCH INCORRECT/CONFLICTING INFORMATION, AND IGNORED. WE WANT THIS RESOLVED NOW.
Business Response
Date: 05/02/2023
April 11, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ********************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Escalation Team, who placed a no cost order for the customer under the order number ************. The delivery team was called, and they sent out an emergency plumber on 04/07/2023. It was confirmed today that the customer received their new unit and it is working perfectly.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********Customer Answer
Date: 05/05/2023
Complaint: 19898197
I am rejecting this response because: this was not the final resolution, nor was this the entire complaint. We have been dealing with **** and executive escalations, and he went above and beyond and resolve the issue.
Sincerely,
*********************************Business Response
Date: 05/09/2023
May 8, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ********************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Escalation Team, who placed a no cost order for the customer under the order number ************. The delivery team was called, and they sent out an emergency plumber on 04/07/2023. It was confirmed today that the customer received their new unit and it is working perfectly. We then received an email from the customer that they noticed a loose mounting bracket/screw and we set up an install check for 05/03/2023. As of today, the customer has confirmed the unit is no longer loose and no further assistance is needed.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 32112272Customer Answer
Date: 05/10/2023
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:04/05/2023
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.
Contacted chat about price matching a generator to a sale northern tool had at the time. I placed the order online and contacted Home Depot customer ********************** through chat (attached) and the price match was done. I never got any emails nor saw this in my account. I then called Home Depot and spoke to ******************* and he told me to email him the chat conversation. I did and he completed the price match. Well, this was still not completed correctly!Business Response
Date: 04/06/2023
Tell us why hereAttn: *****************************
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 in partnership with the Home Depot Executive Escalation Team have reviewed the customer's complaint and advised that they issued the customer a ********************** on **/**/2023 regarding his price match concerns. They also explained to the customer that the ********************** can take up to 3-5 business days for this credit to be reflected on to his banking account. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************...Initial Complaint
Date:04/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order online for delivery (Order Number WE17210450).One of the two items (lids) were successfully delivered (by ******* The other item was listed as delivered but was in fact not delivered (by NDS).I was informed that my only option was to file a chargeback through my bank. This is unacceptable and not the standard of online/delivery retailers in 2023.Business Response
Date: 04/06/2023
April 06, 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 customer stated he was missing items from his order. We can confirm that a refund was processed for the missing items successfully.
Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:04/04/2023
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.
This began when I was supposed to receive four appliances from Home Depot at my Clients on February 13, 2023. They called me and said they were 5 minutes out, after they never showed my assist. called back the store & said they delivered to the ************ store & had to send it back to the warehouse? This was such a hassle, they told my assistant that they couldnt re deliver. Somehow the address was to the store They told me That I would have to cancel & reorder! I am an Interior Designer & cant mess around with client money or timelines like that. Finally my assistant reached someone who set up the appliance delivery and they were set to bring it to my clients, they delivered Only 1! They said they would send it back to the warehouse if I didnt have them picked up. So I send my delivery crew that I pay hourly an upwards of $50/hr to pick up the remaining appliances. Home Depot helped them load & my crew brought it to my office where my overflow of inventory is kept. That is where it stayed until yesterday. I open to find it has a dent in the front bottom right drawer & the side of the fridge.I paid for the install & all parts also and they said they couldnt because address didnt match. Turns out they never changed it from the store address!? They ask my delivery crew to pick up the ************** for install because again delivered them to the store! I lost hundreds in paying employees. Fast forward to this morning when my assist. called Home Depot customer care & was told we had 30 days from pickup to report damage. Well even though it has only been touched once, they said they were unable to do anything about it on day 30. I called and was told 48 hours upon delivery. Here is the thing. It was DELIVERED YESTERDAY! When we opened it & saw the damage. Home Depot refuses to help replace the fridge or parts. Thousands of dollars & spent $ out of pocket on my crew for their mess *** and now I have to pay out of pocket to replace a clients brand new fridge?Business Response
Date: 04/06/2023
April 06, 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 placed a new order for the refrigerator with a delivery date scheduled for 04/13/2023.
Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:04/04/2023
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 received an email re a refund for order WP61389738 which was denied upon processing by the supervisor ******* on 4/4/23. I am surprised to hear this since this is an online order paid with a credit card. Order was refused upon delivery and delivered back to Home Depot on 3/27/23 (******************************************************************************************). Had I returned it in store, it would have been refunded immediately.Business Response
Date: 04/18/2023
April 18, 2023
Sent Via Email
************************************** Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North ***********************************************
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 Delivery.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has shared ************ regarding her order. The Home Depot has contacted our customer and advised that a request for a refund to be processed has been submitted. The Home Depot considers this resolved in progress pending confirmation.
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# ********Customer Answer
Date: 04/19/2023
Complaint: 19894892
I am rejecting this response because: My name is not ***********************, it is ***********************. I also do not see a refund processed back to my card. I left a voicemail for ****** on 4/18/23 and haven't heard from him re the status of my refund.
Sincerely,
***********************Business Response
Date: 04/24/2023
April 24, 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 Delivery.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has shared ************ regarding her order. The Home Depot has contacted our customer and advised that a request for a refund has been denied due to customers return history. The Home Depot 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:04/04/2023
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 am filing this complaint on behalf of my Mother, *********************************, ************************************************************. Im filing for her because she is currently 90 years old and will be 91 on 05/27/2023, and specifically because she does not have the internet, access to the internet, only a land line phone, and no emailessentially an old school senior citizen. I am her son, *********************************** On 03/20/2023, I took my my to the Home Depot Store near her residence she frequently shops at, Home Depot Store #***, **************************************************************************. We asked to speak to the manager on duty who identified herself as **********. We explained the following: for many years my mom has shopped at that Home Depot and always was provided the Veterans discount when she checked out and showed her military dependent identification card and was always provided the discount. She recently tried using her veterans discount when checking out and was denied because the store employee informed her she had to register online to obtain the discount. She informed them she had no computer to do that, and didnt have the internet. The store employee suggested she call the district corporate office which she did, she explained her situation and the district corporate office said they couldnt help her. We asked ********** if she could intervene and help out and she said she could not. Home Depot advertises they support Veterans and their families and offer this discount, but apparently not for anyone who doesnt have a computer or internet access. My mother feels this policy discriminates against senior citizen Veteran family members who do not have computers or access to the internet to utilize this advertised discount.Business Response
Date: 04/12/2023
April 12, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ********************************* / BBB Case # ********
Dear Ms. ********************* acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding issues with registering for The Home Depot ********************* discount.
The Home Depot has carefully reviewed all information pertaining to this matter. I contacted ********************* and she stated she does not have nor own a computer or cell phone, I apologize for the difficulties with the new program and although once registered from an online computer she would be able to access it with her phone number at the register. I contacted her son at her request, and he will register his mother on our SheerID verification site, so that she will be eligible to use the discounts in our stores.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 32131950Initial Complaint
Date:04/04/2023
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.
Purchased a washer and dryer on October 18, 2022, in the amount of $2,717.93 at Store #**** (*******, **). Due to a delay in ordering a part, the washer and dryer were not delivered and set up until November 28, 2022. Upon using the dryer several days later I noticed that the dryer was making an extremely loud, grinding noise during operation. I call and set up an appointment with Electrolux, the manufacturer of the unit, and their repair person came out on December 14, 2022. Upon turning on the dryer, the repair person immediately looked around the perimeter of the dryer and found a large dent on the rear portion of the right side of the dryer. He immediately thereafter diagnosed the problem, stating the dent in the dryer was causing the drum to grind against the interior of the dryer. He said that was caused by the dryer being dropped and /or mishandled at some point prior to the set up in my house by the Home Depot delivery personnel. He further indicated that this was not the kind of repair covered by the manufacturer's warranty. I have never handled the dryer nor was I involved in the set up of the dryer inside my residence. I went to Store #**** on December 19, 2022 and spoke with the store manager. She indicated to me that I should have returned the equipment within 48 hours per their policy and I should have purchased the warranty for the machine. I told her that nothing was wrong with the machine, per the manufacturer, other than the fact that the machine was mishandled and therefore damaged due to the negligence of Home Depot and that Home Depot is responsible for addressing the situation.According to Electrolux, there is nothing wrong with the dryer other than the large dent due to mishandling prior to set up. I feel that Home Depot should address and repair or replace the dryer. The cost of the dryer is #1,198.00 (Electrolux Model #ELFG7637ATO). Repair estimate from Electrolux is $722.10.Business Response
Date: 04/14/2023
April 14, 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. I am pleased to report that our Online Resolutions Team has successfully placed a new order for a dryer.
Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 04/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:04/04/2023
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.
home depot has someone on inside cancelling gift card orders made online, reversing the order to only purchase other items to have them sent elsewhere. i have all the copies of all the orders. i want to know today on why the home depot headquarters will not take my call? Home Depot scammed me out of $1500 and im not going away or backing down.Business Response
Date: 04/17/2023
April 17, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******,** 30303
RE:********************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their purchase.
The Home Depot has been in contact with our customer, and he provided receipts for ********************** gift cards from a 3rd party. We provided the steps to secure his sign on to his Pro Xtra account and advised he change his password and continue to investigate the matter. We will provide a final response at the end of this investigation.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot| Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
Case: ********Initial Complaint
Date:04/03/2023
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 March 30,2023 I purchased a floor lamp manufactured by Hampton Bay at Habitat for Humanity Restore store in ***************. The lamp box was unopened and in the original Home Depot packaging., On trying to assemble the lamp it was impossible to attach the lamp head to the column as the threads were too short to adhere to the column. Clearly a fault in the manufacturing. The lamp is useless. I called the Restore store and their sales are final. I called Home Depot and was told that as the lamp wasn't purchased from their retail store, they would do nothing. If you read the reviews of the lamp, there are many complaints about the lamp. Sooo Home Depot "donated" faulty lamps (and probably received a tax credit) and the lamp are absolutely worthless. So where do I stand as a consumer... I understand the Restore's policy, but Home Depot needs to stand behind their products. I paid $30, less a 30$ discount for garbage!!!Business Response
Date: 05/01/2023
April 7, 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 regarding their Experience with our company. We thanked the customer for taking the time to reach out to us and bringing this situation to our attention. We are very sorry to hear about their recent experience.
The Home Depot has carefully reviewed all the information pertaining to the matter. We have determined that the product was not purchased with The Home Depot ****** directly and was purchased at another retailer. We would encourage the customer to reach out to Habitat for Humanity for any return questions or concerns with the product they purchased with them independently.Alternatively, they may also try reaching out to Hampton Bay directly for any warranty related concerns. We have included the contact information to further assist the customer with ******************** Bay ***************************************************.
Please note that the customer will be required to supply the original proof of purchase for any warranty requests with Hampton Bay. Customer will be kept up to date as the situation progresses. With that being said, The Home Depot has addressed the customers concern and consider this matter closed. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
SF-********Customer Answer
Date: 05/01/2023
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. I have contacted the manufacturer and I believe theyll sent me a new part
Sincerely,
*****************Initial Complaint
Date:04/03/2023
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 ordered a GE refrigerator from Home Depot, delivered on 2/15/2023. In the first week, I noted the defrost was heating the freezer to 60 degrees. I followed instructions and finally got a GE tech out who said my defrost thermostat and control panel were bad and had been since delivery date. Also stated the compressor would go in the next month. Its not even been 60 days and Im having a major repair with another one in the near future. I asked Home Depot if I could exchange this appliance for one of equal or greater value and was told NO. Their policy is *********************************************** the first 48 hours so it wasnt even possible for me to know it was broken. They sold me a broken appliance and now refuse to exchange it, even for one of greater value. It cost me $775.00 for the appliance and protection plan.Business Response
Date: 04/17/2023
April 14, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
RE: ********************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their purchase.
The Home Depot has carefully reviewed all information pertaining to this matter and our online resolution team has ordered a replacement for our customer however, the appliance is on backorder until May. We will follow up closer to the delivery date and ensure our customer is satisfied.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************** Ext. 85774
Fax: **************
Case: 32094393Customer Answer
Date: 04/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************
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