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
- 11,842 total complaints in the last 3 years.
- 3,459 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:04/25/2023
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 April 14 2023 I ordered a washing machine and a dryer I was originally given a delivery date of April 29 which I thought was far off I went into the store to enquirer about a sooner date for delivery eventually it was updated to April 26. I called yesterday April 25 see what was going on I was told the delivery was going to be on April 26 there was no delays. I get an email late April 25 stating the delivery is delayed. I called Home Depot today April 26 to be told delivery wont be until May first. Thirty days to get a delivery is ridiculous. I am a senior citizen who has been declared disabled I have been hospitalized numerous times it is an extreme hardship if not impossible for me to go to a laundromat to wash my clothes. I was really needing this washer and dryer asap. Home Depot made a fraudulent delivery claim they should not sell something they do not have. This is a serious problem for me I am hoping for a sooner delivery date. Home Depot does lots of bragging in their commercials about customer satisfaction this customer is not satisfied and will probably not order a major appliance from Home Depot again. This is my Order #WB53030009
Business Response
Date: 05/04/2023
May 5, 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, and they have advised that the customer the appliances were delivered and installed without any issues. Additionally, we have compensated the customer for the inconvenience they experienced during the delivery process. They accepted a physical gift card as a form of compensation, which was provided to them by our team.
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:04/25/2023
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.
Date of transaction: 4/10/2023 The amount of money charged to my Home Depot card: $4,000 instead of $2,000)What the business committed to provide you; (2) Home Depot Gift cards of $1,000 each (total of $2, 000)What is the nature of the dispute is: On 4/10/2023 went to Home Depot to purchase (2) $1,000 gift cards. First attempt was "accurate " amount, but the second card had an error. The Customer ********************** person retrieved (2) new gift card from her station. The second attempt an error was made by the Home Depot employee. She charged my Home Depot card $4,000 (i.e., (2) "$2,000" gift cards) rather than the requested (2) $1,000 gift cards. Please see the attached files. I have been back to the store. I was met with " you can't get a credit back on your card" by a male employee. I asked for the supervisor. She was pleasant and did try to void the second card but was unable to do so. I have called Home Depot's Customer ********************** on multiple times. The first time I filed a dispute, but received a boilerplate letter telling me to go back to the store. I have spent much time and effort to calmly resolve this issue. No one has been helpful in resolving this issue. All I want is to delete the second $2,000 gift card ( did not ask for it and do not want it) and credit the $2,000 back to my Home Depot Card.Business Response
Date: 05/09/2023
May 9, 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 contacted the customer to address his concerns. We apologized for his experience and have been able to deactivate the unused gift card and process his refund in full back to his Home Depot credit card. 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: 32337814Initial Complaint
Date:04/24/2023
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.
Purchased ******* 6.0 cu. ft ********************** Range with 18K BTU ********** Burner in Stainless Steel model number NX60A6311SS invoice H0648-385160. Glass front panel of stove completely shattered within 24 hours of unit being delivered. Home Depot Signal Hill said that the manufactured will not accept a return or exchange. They said the manufacturer has only offered to replace glass. I do not want a stove that can break this easily or accept a stove that is covered in tiny pieces of glass within its internal fixtures. This is a hazard. The unit is damaged and defective. Home Depot website states "Once delivery is accepted or a product is removed from the store by a customer, the product may be returned if the defects and/or damage are identified and reported to The Home Depot by calling ************** within 48 hours of delivery/the time of pick-up at the Service Desk". I am willing to accept an exchange for a different stove make/model and willing to pay the difference in price. I paid $817.98 plus tax for unit, installation and kit. I will be pursuing legal action in small claims court if this issue is not resolved.Business Response
Date: 05/03/2023
May 3, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** *****
RE: ***********************/ BBB Complaint #********
Dear ****************,
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 carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot online team reached out to the customer via email. The customer informed the online team that she on vacation and will return next week. The Home depot online team will reach back out to the customer next week.
With this being said, The Home Depot does not consider this matter resolved and the service ticket will remain open until the customers concerns are addressed.
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: ************
Case: ********Initial Complaint
Date:04/24/2023
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.
Two months ago (celebrated on April 21!) I ordered a countertop from the Home Depot store in *********, **. Silestone, about $5586 in ******** currency, a lot for me. Order number 606724852.The counter was subcontracted by Home Depot to ******************. Unfortunately, I haven't checked the reviews (and there are many, and very repellent) as I trusted Home Depot and all our previous renovations were very satisfying, apparently, just good luck there. The abovementioned countertop came in 3 pieces, two were good, but the most important one, that was supposed to be a conversation piece facing the living room, came 2 inches smaller than measured, with wavy line on a circular edge, and the side that was supposed to wrap a wall corner is not even coming close. The installer suggested making this countertop even smaller by shaving the wave from the side and even smaller by cutting it closer to the wall. I disagreed. Obviously. He asked me not to complain to Home Depot and suggested fixing the problem with the cutter by himself. I waited for a month. Nothing and no chance to get anyone from the company, hide and seek game, my favorite. I complained to Home Depot and at the beginning I thought that finally I had been heard. Silly me! The ******** care ******************************** is just a pacifier for a crying customer and works just as a messenger The ****************** told me to tell you. Right now, I got a new slap in my face from your service if I am a good girl and agree for the first suggestion of Valley to get only three quarters of my countertop instead of the whole ordered piece, I may get something good from the Home Depot and this good we will discuss when I agree. I was not asking Home Depot for charity installation! I paid what was asked. Why cant I get what was promised? I want the exact shape, size and quality of the countertop that was promised!Business Response
Date: 05/02/2023
May 2, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************
RE:******************************* / BBB Case #: 19977255
Dear *************:
We acknowledge the receipt of the BBB Case #: 19977255
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Canadian Executive Escalations team for their immediate attention and assistance with resolution. The team partnered with the merchant, who suggested that if a fine scribe is not suitable, then a replacement and credit will be considered. Additionally, and as a customer ********************** gesture, the ****** team offered the customer the opportunity to discuss compensation upon completion.If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************).
With that being said, this matter is still in progress and monitored until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage 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:************
Case Number: ********Customer Answer
Date: 05/02/2023
Hello Best Business Bureau,
I am getting a different response from the ******** *************** They don't want to replace a defective countertop, they want first to make it even smaller. It is already smaller than I paid for. I absolutely do not want any attempt to help the irresponsible contractor to save his money. Only the replacement will work for me.
Thank you so much for your attention.
Business Response
Date: 05/10/2023
May 10, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ******************************* / BBB Case #: 19977255
Dear **************:
We acknowledge the receipt of the BBB Case #: 19977255.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
As this is related to ******, The Home Depot has reviewed this case, where we forwarded our customers concerns to our Canadian Executive Escalations team for their immediate attention and assistance with resolution. We received a response stating our ****** Escalation team contacted Mr./********************* in apology for his/her experience and offered further assistance. Additionally, the team provided contact information via phone and email where the customer may reach out at his/her convenience if assistance with this matter is still needed.
The Canadian 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. 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: ************
Case Number:32333331Customer Answer
Date: 05/11/2023
Dear BBB,
Thank you for attempting to help completely disillusioned in fair service customer.
However, the response from Home Depot is the same as it was 3 months ago. They will cut the wavy edge.
The main problem of this countertop is that it is not done by the correct size. Shaving off the edge will only make it smaller.
They are trying to produce the effect of doing something, but this something is not needed.
I don't want to repair the counter of the wrong size. Only a replacement is the option of consideration.
I understand that Home Depot ****** has some warm connection with ******************, as all the reviews of this company show that orders done through Home Depot were all treated as mine! This is a disgrace for the Home Depot to deal with a contractor unreliable to this extend.
Thank you again for your attention.
Warmest regards,
***************************
Business Response
Date: 05/16/2023
May 16, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ******************************* / BBB Case #: 19977255
Dear **************:
We acknowledge the receipt of the BBB Case #: 19977255.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
As this is related to ******, The Home Depot has reviewed this case, where we forwarded our customers concerns to our Canadian Executive Escalations team for their immediate attention and assistance with resolution. As previously mentioned, we received a response stating our ****** Escalation team contacted Mr./********************* in apology for his/her experience and offered further assistance. Additionally, the team provided contact information via phone and email where the customer may reach out at his/her convenience if assistance with this matter is still needed.
The Canadian 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. 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: ************
Case Number: ********Customer Answer
Date: 05/18/2023
Complaint: 19977255
I am rejecting this response because: that is not what I asked for from the very beginning. The counter is the wrong size and the scribe will make it even smaller!It is not about the repair it is about getting countertop of the right size, and the only possible way to do it is to replace the section that was cut small.
Sincerely,
*******************************Business Response
Date: 05/19/2023
May 19, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
***********************************************************************
*******, ** 30303
RE: ******************************* / BBB Case #: 19977255
Dear **************:
We acknowledge the receipt of the BBB Case #: 19977255.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
As this is related to ******, The Home Depot has reviewed this case, where we forwarded our customers concerns to our Canadian Executive Escalations team for their immediate attention and assistance with resolution. As previously mentioned, we received a response stating our ****** Escalation team contacted Mr./********************* in apology for his/her experience and offered further assistance. Additionally, the team provided contact information via phone and email where the customer may reach out at his/her convenience if additional assistance with this matter is needed.
The Canadian 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. 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: ************
Case Number: ********Customer Answer
Date: 05/19/2023
Complaint: 19977255
I am rejecting this response because: I am getting copy-paste responses from the team without any suggestion that I am asking for. I can't believe BBB is not noticing that ******** Home Depot is just throwing me off. I want a replacement of the section of my countertop that was not done to size.Thank you
Sincerely,
*******************************Business Response
Date: 05/19/2023
May 19, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ******************************* / BBB Case #: 19977255
Dear **************:
We acknowledge the receipt of the BBB Case #: 19977255.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
As this is related to ******, The Home Depot has reviewed this case, where we forwarded our customers concerns to our Canadian Executive Escalations team for their immediate attention and assistance with resolution. As previously mentioned, we received a response stating our ****** Escalation team contacted Mr./********************* in apology for his/her experience and offered further assistance. Additionally, the team provided contact information via phone and email where the customer may reach out to them directly at his/her convenience if additional assistance with this matter is needed.
With that being said, we have addressed the customers concerns and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot - Customer Care
P: ***********************
F: ************
Case Number: ********Customer Answer
Date: 05/22/2023
Dear BBB,
I am not getting any reasonable suggestions from Home Depot. That's what they write:
With that being said, we have addressed the customers concerns and consider this matter resolved. Nothing was done!And it is impossible to reach anyone buy phone, my messages are never answered.
I still want a replacement for a defective part.
Thank you.
Business Response
Date: 05/30/2023
May 30, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ******************************* / BBB Case #: 19977255
Dear **************:
We acknowledge the receipt of the BBB Case #: 19977255.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
As this is related to ******, The Home Depot has reviewed this case, where we forwarded our customers concerns to our Canadian Executive Escalations team for their immediate attention and assistance with resolution. As previously mentioned, we received a response stating our ****** Escalation team contacted Mr./********************* in apology for his/her experience and offered further assistance. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************).
With that being said, we have addressed the customers concerns and consider this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot - Customer Care
P: ***********************
F: ************
Case Number: 32333331Customer Answer
Date: 06/01/2023
Dear BBB,
I got your message about my issue been resolved or not. It wasn't.
Customer ********************** representative that you recommended me to contact - Nayaab- is trying to present the idea of shaving additional material off the counter as a method of enlarging it's size.
I think we have studied Geometry at different institutions.
Once again, the only possible way for the Home Depot to fix their contractor's mistake is to replace the wrong section.
Thank you.
Warmest regards,
*****
Business Response
Date: 06/07/2023
June 7, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************
*******, ** 30303
RE: ******************************* / BBB Case #: 19977255
Dear **************:
We acknowledge the receipt of the BBB Case #: 19977255.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
As this is related to ******, The Home Depot has reviewed this case, where we forwarded our customers concerns to our Canadian Executive Escalations team for their immediate attention and assistance with resolution. As previously mentioned, we received a response stating our ****** Escalation team contacted Mr./********************* in apology for his/her experience and offered further assistance. Home Depots Canadian Executive Team is reviewing all information pertaining to this matter and will continue to work with the customer until it is resolved.
With that being said, The Home Depot is in the process of addressing our customer's concerns. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them. 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: ************
Case Number: ********Customer Answer
Date: 06/12/2023
Complaint: 19977255
I am rejecting this response because: The Home Depot is not even trying to resolve this issue in favour of the customer! They just copy-pasting me the suggestion of the ****************** that was given to me in February. They want to scribe the wavy edge that they "created" but the main problem is that this countertop is smaller than ordered and paid for! you can't enlarge something by cutting off more!
Sincerely,
*******************************Business Response
Date: 06/21/2023
June 21, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ******************************* / BBB Case #: 19977255
Dear **************:
We acknowledge the receipt of the BBB Case #: 19977255.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
As this is related to ******, we've forwarded our customers concerns to our Canadian Executive Escalations Team for their immediate attention and assistance with resolution.The team reviewed all information pertaining to this matter and provided a resolution to the customer, to which they agreed.
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,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case Number:32333331Customer Answer
Date: 06/27/2023
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:04/24/2023
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 for a 30", GE, Black, freestanding electric range on 16 April. I ordered other items as well. This was an on-line order. The two ancillary items have arrived, but the range itself has not. An e-mail was record. on 20 April that the range would be delivered on 4/22 between 7 am to 11 am. I was asked to make provisions for the delivery which I did. on Friday the 21, I de-installed my present range to make ready for the delivery of the range on 4/22. No delivery. no delivery on the 23rd or 24th. Home Depot has given me blatantly false information on follow-up calls regarding delivery of this item. I have at this time no electric range since 4/21. I have paid for this item already and have entrusted their delivery date. No range at this time, 4/42 aTt 4:30 PM. Why dose Home Depot provide false/erroneous delivery info, knowingly? My order number is WP64274533.Business Response
Date: 05/10/2023
May 09, 2023
Attn:***********************
Customer Experience Specialist?
**********************?
Serving Metro Atlanta, ****** & Northeast *******?
***********************************************************************?
*******,** *****
RE:*************************** /?BBB Case # ********
Dear **************
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forwarded this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team has provided the customer with a $150.00 markdown as he requested for compensation.
With that being said, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.?
Sincerely,?
*********************************
The Home Depot - *************
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case#********Initial Complaint
Date:04/24/2023
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.
2/24/2023 Asked to change address, pay card in full, and close account. Received a bill to the old address and didnt receive it for a $5 expedited payment fee. I never requested the transaction be expedited. I asked for the it to be paid in full and closed. Was told its part of the disclosure when asked about it. I want that phone call reviewed and the now $18.60 I had to pay in fees refunded. It wasnt disclosed and I was told it would be done. Thank you.Business Response
Date: 04/25/2023
April 25, 2023
Sent Via Email?
Attn: ***************************
Customer Experience Specialist?
**********************?
Serving Metro Atlanta, ****** & Northeast *******??
********************?
North Tower, Suite 900?
*******, ** *****?
RE: *********************** / BBB Case # ********
Dear **************:???
We acknowledge the receipt of the BBB Case# ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.??
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns.? We have forwarded the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home H323839*****530373836H credit accounts. At the conclusion of the review and investigation by ********, *********************** will receive a response directly from them within 10 business days as previously stated.??
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.? Please do not hesitate to contact me if you have any questions.??
Sincerely,?
*********************
Executive Escalations??
Phone: ***********************
Fax: ************?
Reference Number: 32333682Customer Answer
Date: 04/30/2023
Complaint: 19976216
I am rejecting this response because: I haf already spoken with citi and they sent me to home depot customer ********************** stating that these are charges that home depot has to handle. Your customer ********************** department claimed I was read a disclosure about the fees and denied to refund. I am disputing and want the call reviewed because I never requested an expedited payment, my address was never updated, and I received interest on a charge that shouldn't have been there. Please work with your partner so I do not have to keep going back and forth.
Sincerely,
***********************Business Response
Date: 05/02/2023
May 1, 2023
Sent Via Email?
Attn: ***************************
Customer Experience Specialist?
**********************?
Serving Metro Atlanta, ****** & Northeast *******??
********************?
North Tower, Suite 900?
*******, ** *****?
RE: *********************** / BBB Case # ********
Dear **************:???
We acknowledge the receipt of the BBB Case# ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.??
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns.? After forwarding the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home H323839*****530373836H credit accounts.
During the investigation, on February 22nd he agreed to the expedited charge when the payment was setup. The call was reviewed and found no indication of bank error and all necessary verbiage was provided to the customer that he would see the $5.00 expedited payment charge within 1-2 billing statements. During the review, the customer agreed to this transaction and did not request an address change.
************** wanted to know where he would receive future correspondence. The agent correctly advised that the address on file was an address the customer could still receive mail. Adjustments were previously done, and there was still a balance. Since the account was closed, a check was processed in the amount of $11.60 with an ETA of 5-7 business days. We confirmed with the customer that we addressed all their concerns.
With this being said, we have addressed the customers concerns and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.? Please do not hesitate to contact me if you have any questions.??
Sincerely,?
*********************
Executive Escalations??
Phone: ***********************
Fax: ************?
Reference Number: 32333682
Best Regards,
************** *****
The Home Depot
Executive Escalations Specialist
Phone:**********************
Fax:**************
Office Hours:
Monday Friday 9:00 AM 6:00 PM
In my absence, please contact ***************************** at **********************Initial Complaint
Date:04/24/2023
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 found fence panels for sale at $46.97 through the Home Depot app and website. When I went to the store to get the order placed, they were quoted at $69 a panel. Which is a big price difference when ordering 18 panels. The reps in the store couldnt do anything at the store couldnt do anything stating that its a off site pricing quote.Business Response
Date: 04/25/2023
April 25, 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 and investigated this matter and have contacted our customer to explain our price match policy and have provided a link to our website for review of the policy. We also offered a gift card which the customer declined.
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,Initial Complaint
Date:04/24/2023
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 refuses to replace a playground set that is broken and unsafe.Business Response
Date: 05/02/2023
May 2, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ************************* /BBB Case #: ******** & 19950039
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** & 19950039
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team partnered with the merchant and Nonstop Delivery carrier.The carrier agreed to pick up and return the playset upon the customer disassembling it. The merchant also agreed to replace any broken parts if needed. As a customer ********************** gesture, the Online team offered a 30% post-sale markdown in addition to the 20% discount that had already been applied to the order per the customer's request. If any additional assistance is needed,please advise the customer to contact the agent who reached out to them (******* @ *************************).
With that being said, this matter is still in progress and monitored until we reach a final resolution. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case Numbers:32347554 & ********Initial Complaint
Date:04/24/2023
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 special order sliding door on March 22, 2023. I waited four weeks (April 18th) for a status update to show on my account. I contacted online chat and they could not locate a status update also. My receipt said to check online for status updates. Then I tried to call and couldn't get an answer. My husband then went to the store and they informed him they were notified on March 23, 2023 that the door would not be in by May 6, 2023, but on June 21, 2023. The store has taken no responsibility for not contacting me. The manager was rude and had me call the distributor who said it was Home Depot's responsibility to contact me about changes. I have demo started, electrician scheduled, a graduation party at my house in early June, and was never notified that the door would not be available. If they had contacted me I could have made a decision to cancel, wait, or change doors, but I was not given that option and now it is too late to get any door in. I asked them to provide me with a stock door until my door arrives, so I have a door and the wall can be put back together and they are refusing. I have not spoken to anyone besides a bunch of customer ********************** reps that haven't been dealing with the issue. The District Manager has not contacted and I was informed today that the store manager won't do anything to resolve the problem. This is terrible customer ********************** and I should have been given the option to make changes and I would not have started a home improvement project without a door coming. I should have been communicated with and that is the store's responsibility and they are not willing to do anything or even take responsibility for not communicating. The manager stated, "We get a lot of orders. I don't have the time to check them to see if there were changes." But I tried to check the status and was unable to and they had been notified of the changes.Business Response
Date: 04/26/2023
April 26, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************************** / BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their carpet installation with our company.
The Home Depot has reviewed this case and reached out to all parties involved. On April 26th we called and spoke with ******************************** regarding order # H2009-202139. At this time, we offered the customer compensation, and ***************** accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, we have addressed the customers concerns and consider this matter resolved . Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: 32334081Customer Answer
Date: 04/27/2023
It was not a carpet installation. They have offered a resolution, but I have not received the email gift card resolution yet at this time. They didnt offer to cover the full amount, so I will have to spend more money to have the solution, but I did appreciate a resolution and offer. I will feel better when I receive the gift card.
The store manager has still not had to apologize or take any responsibility. ************* has apologized for him and are trying to fix it and he has continued to even lie to upper management. I am hopeful that the resolution will arrive today.
Thank you, ***************************
Business Response
Date: 05/24/2023
May 23, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: *************************** / BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their delivery.
The Home Depot has reviewed this case and reached out to all parties involved. On April 26th we called and spoke with ******************************** regarding order # H2009-202139. At this time, we offered the customer compensation, and ***************** accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, we have addressed the customers concerns and consider this matter resolved . Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: 32334081Initial Complaint
Date:04/24/2023
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.
About three weeks ago I noticed my farm house sink was completely caved in on all sides as if there had been a a sudden shift in my sink. I had a total kitchen remodeling by home depot about two years ago and paid cash. I can not find my receipts as I am 78 years old and they seem to be misplaced, but home depot will have the record. I tried to get my homeowners insurance to fix it but the job is too massive as they may have to remove plumbing fixtures and my new counters and all types of is***s. I tried to call home depot numerous times and was told someone would call back. They never returned returned the calls and even gave a non-working email.After taking pictures of the problem under the sink, pictures revealed the sink was held up with a STRAP of some sort, no sealing nowhere. This is causing way too much money and stress at my age. I need my sink to work properly. Also there were other is***s that were not properly installed and fixed in this kitchen remodel.. I did not complain as I did not want to cause trouble, but this is too much. I need some help, because if I have to *** it will cause even more money, but my attorney is willing to help me. I hope this does not come to that solution. Please notify me. Thank you.Business Response
Date: 05/26/2023
May 24, 2023
Sent Via ************************************************* 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 her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with Install Team and currently awaiting an update. Once we receive an update, we will see what options can be provided to the customer.
With that being said, The Home Depot does not consider this matter closed. We will continue to follow-up until satisfaction.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 32334735
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