Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12,014 total complaints in the last 3 years.
- 3,512 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/04/2023
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 is regarding Home Depot not being willing to refund me for an order where two items were never delivered, totaling roughly $1,100 on a nearly $6,000 order. They are claiming that because I was calling outside of the window of time they place on these types of orders, that they cannot do anything about the missing items. Even though I never received the goods, and happened to not have noticed the missing items until too late, according to them. I believe it is the responsibility of the business to verify that they accurately execute on their responsibility, and not place undue burden on their customers to check their work. And then to completely disregard the incident, and tell their customer to make sure they double check everything next time.
Business Response
Date: 03/07/2023
March 7,2023
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ******************* / BBB Case #********
Dear **************************
We acknowledge the receipt of the BBB Case # ********
Home Depot ***************** has contacted customer.
********************** has carefully reviewed and investigated this matter. We have been informed by our online partners that customer has been contacted by online Department. Customer accepted offer of reimbursement for missing cabinets via check.
With that being said, The Home Depot has addressed the customers concern and 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 customerspatronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
**-31764610Initial Complaint
Date:03/04/2023
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'm having an immense problem ordering flooring from your company. It is really ridiculous all the hoops and obstacles I've gone through in this process. On February 27th, I ordered 7 boxes of flooring (order #WE15408207) online, but I only received 4 boxes. I called customer **********************, got my money back and had to reorder 3 boxes (order #WP60620145). On March 3rd, I received only 2 boxes of flooring instead of 3. Is the company having problems counting boxes? What is the problem? So on March 3rd, I had to call customer ********************** for a second time on the same order and received a refund on the one box so I can reorder it yet again (order #WE15558443). I don't know why the company isn't shipping out the correct number of boxes???? It isn't a stocking issue because there are over 500 in stock of the item I want. I shouldn't have to go through all of this for one order. For this one order, I had to contact customer ********************** twice, be refunded twice, and make two additional orders. Plus, I have to wait for these items to be shipped and pay for all these extra orders out of my own pocket until I get refunded by Home Depot, which can take up to 5 days. I contacted the ********* escalations **** about this issue via email yesterday, but heard nothing back so I contacted the BBB.Business Response
Date: 03/07/2023
March 7, 2023
Sent Via Email
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *****************************/ BBB Case #: 19538529
Dear ***************:
We acknowledge the receipt of the BBB ******************************** behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her online ordering issues.
The Home Depot has reviewed this case. Because the issue is with an online purchase, we have forward this complaint over to our Online Escalations team for further research and assistance. We received a response they have spoken with the customer and she was offered a Home ********************** gift card, which she accepted.
With that being said, The Home Depot does consider this matter closed. If the customer is in need of further assistance, please have them reach back out to the agent assigned to their case.
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 #:31764478Initial Complaint
Date:03/03/2023
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 had a major issue with returning my gas cooktop (Order Number WE14792725). I contacted Home Depot on February 15, ************************************************************************************** After being told that it was not, I contacted Home Depot to confirm that it was returnable, and the representative told me that it was (transcripts attached). I thus proceeded to order the cooktop without having seen it. After deciding that I would like to return it on February 27, 2023, I was told that it is not returnable by the Home Depot store employee. It had only been one week since the cooktop was delivered, and it had never been used. I only ordered it in the first place because I thought I had the option of returning it. I have normally had such a great experience with Home Depot, and I was really upset that Home Depot would not take responsibility and allow me to return the item, given that a Home Depot representative mistakenly told me that it was returnable. A Home Depot customer ********************** agent suggested that I contact other nearby Home Depot stores to see if they would take the return. I found one store that would accept it, and I returned it today (March 3, 2023). However, the store had to charge me a restocking fee of $311.02 (receipt attached). I asked Home Depot customer ********************** if there is any way that I could be refunded this restocking fee, as they had mistakenly told me that the cooktop was returnable. However, they are denying any possibility of a refund. I find this really disappointing and unacceptable, considering the fact that I had clearly contacted Home Depot before making this purchase to cover all my bases, and they gave me incorrect information, leading to my current predicament. I would like Home Depot to refund me the $311.02.Business Response
Date: 03/09/2023
March 9, 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 the restocking fee of an appliance return.
The Home Depot has reviewed this case. Because the issue involved a return of an appliance to the store, we consulted with our Online and Store team. The restocking fee is applied to special returns to the store and due to the timeframe in which the customer chose to make us aware she would like to return the item. There is a 48-hour return window which begins when the unit is delivered. The item was delivered 2/20/23. The customer contacted us on 2/27/2023 to request the return, which is over the 48-hour window. She was advised to contact her local store and was informed of the restocking fee at that time. The customer contacted the store and was again made aware of the restocking fee. Subsequently, the customer was offered a markdown on 2/28/2023 of $150.00 as a one-time customer ********************** gesture and she accepted. Respectfully, we are denying to refund the restocking fee as the customer was made aware before she completed the return to the store.
With that being said, The Home Depot does consider this matter closed. If the customer is in need of further assistance, please have them reach back out to the agent assigned to their case.
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 #:31761626Customer Answer
Date: 03/09/2023
Complaint: 19537362
I am rejecting this response because: the business is missing the point that I was mistakenly told that the item was returnable by a business employee. That is the only reason I even ordered the item, took it to return to the store, and then had to pay the restocking fee. I understand that normally these fees exist, but I was put it in this situation because of incorrect information that a Home Depot employee told me. The business never acknowledges their mistake in telling me incorrect information, which is apparent in the transcripts that I attached in my previous correspondence. The business also mentions a markdown on 2/28/2023 of $150.00 as a one-time customer ********************** gesture. It was actually $162.57 that was refunded to me when I called Home Depot customer ********************** about wanting to do a return, since I had mentioned that the item had a strange, grainy finish. I was told at the time that I had to accept that offer over the phone before returning the item, or I would not be eligible for it anymore. The service representative who offered me this markdown also mentioned that I could help use this money towards the restocking fee that I would have to pay. However, the $162.57 was simply reduced from the total cost of the item when it was refunded to me at the store. In other words, I paid $1406.71 for the item, and I was refunded the $162.57 + $1244.14 - $311.02 restocking fee (see attached receipt). I was thus not able to use the $162.57 towards the restocking fee. I completely understand the policies behind theses appliances and their refunds - I am not disputing that. I am disputing the fact that Home Depot refuses to acknowledge its role in providing incorrect information and putting me in a situation where I had to pay $311.02, which is why I believe they should refund me that amount.
Sincerely,
*********************Business Response
Date: 03/14/2023
March 14, 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 the restocking fee of an appliance return.
The Home Depot has reviewed this case. Because the issue is with an online purchase, we have forward this rebuttal over to our Online Escalations team for further research and assistance. We received a response that the customer was advised the restocking fee is not refundable; however, as a one-time customer ********************** gesture, they offered a Home Depot e-gift card for the amount. The customer accepted and is being sent paperwork to sign.
With that being said, The Home Depot does consider this matter closed. If the customer is in need of further assistance, please have them reach back out to the agent assigned to their case.
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 #:31761626Initial Complaint
Date:03/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order Number: WB39470276 I recently had to place an order for some lumber that I needed for a job. I called the local Home Depot by my ********** would not take an order from me unless I was a Pro member. They then told me to go online & ********* could have my order delivered. I went online & found the Home Depot by my job & placed an item in my cart, I chose DELIVERY for $79 and kept it there. I then placed another item in the cart & submitted my order. The next day part of my order was delivered. I got a call from my job asking me about the rest of my order. I called Home Depot customer ***************************** told me that my order was at the store waiting for me to pick it up. I asked them how that was when I chose DELIVERY after I placed my item in the cart. Customer ********************** told me that they could not help me with that issue, that I could have the rest of my order delivered but it would cost me another $79. I told the agent no thanks & the agent told me that my order was at the store READY to be picked up. I went to the store on the 3rd to pick up my ********** was not filled, ready, or even available. Seems that my order was left out in the shopping aisles exposed to customers & the customers took my items off the cart for themselves. The guy that I was with & I had to pick the order ourselves & then leave. This is unacceptable. If I chose the DELIVERY OPTION ONLINE then that needs to STAY the option instead of split my order up. It makes no sense to choose to have 3 pieces of wood delivered for $79 and then keep ***************************** to pick up. If thats the case I would have just picked the whole order up instead of have partial delivered. So I am seeking a refund or store credit for an order that only for partially delivered.Business Response
Date: 03/21/2023
Home Depot ******, Inc.
Customer Care
************************************************************; 30339
More saving. More doing.SM
March 31st, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******,** 30303
RE: *************************/ BBB Case # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding Lumber Delivery from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted **************** with his online order WB39470276.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
** Case#: 31761625Initial Complaint
Date:03/03/2023
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.
Started a door installation project in January with measurements. Scheduled install date for 3/06 based on their installers availability. On 2/17 I sent email request for Certificate of Insurance needed by condo association for work to be performed. Also, I called local Home Depot and was unable to reach anyone, so I called Home Depot corporate and was given an email address to send request. Didnt hear back the following week so I emailed again 2/22 for status update. Was informed that their associates who handles door installations was out previous week, but the request was sent to corporate office for processing. I was told this process takes about 5 7 business days to complete. This was fine as this would put the date at either 3/1 or 3/2 from the date that I sent it in. On 3/1 at 8am I asked for an update and was told she contacted their district manager who would reach out to the department. I then tried to call the local Home Depot again later in the day and was sent to a full voicemail box. I then called corporate again and was told they also reached out to corporate and that someone should be reaching out to me that same day and they did not (3/1 about 2pm). Emailed and called again on 3/2 and was sent a Certificate of Insurance with an expiration date of 3/1/2023 on multiple lines. They also did not include the information for the interested parties as stated on the packet I sent over ON 2/17. I reached back out to the local office to let them know this information and they said they would reach back out to the same person for an update. TODAY 3/3 I STILL HAVE NOT RECEIVED WHAT I NEED TO GET MY DOORS INSTALLED ON 3/6. I now have to reschedule my installation EVEN THOUGH I gave ample time for this to be processed. No one can tell me what the holdup is nor who at district I can speak with to get this resolved IMMEDIATELY.Business Response
Date: 03/28/2023
Home Depot ******, Inc.
Customer Care
************************************************************; 30339
More saving. More doing.SM
March 28th, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******,** 30303
RE: *****************************/ BBB Case # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding interior door installation with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. We have partnered with our field support team to complete the needed documentation to allow installation. We are currently awaiting completion of one interior door. We are continuing to work with the customer to ensure completion of *********************** project.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31761622Initial Complaint
Date:03/03/2023
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.
2-14-2020 I purchased a Whirpool refrigerator from Home Depot. The order #H-0257-322708, Model#WRSA 71C1HZ00, Serial# ************* paid $1792.23. Due to COVID restrictions the Refrigerator could not be delivered until 5-22-2020. I purchased the 5 year Protection plan for $235.00. On 2-11-2023 my refrigerator wasn't working, the freezer was defrosting and the refrigerator was hot as a furnace, I called Home Depot**************) I spoke to *******. I called back and spoke to *******. The third time I spoke to **********. She gave me 2 phone numbers ************** and **************. I called whirlpool, they said they would charge me $149.00 plus the cost of repairs. So I called the ************ number. The earliest they could come to my home would be 2-16-2023. My food spoiled then I am a Disable Veteran, I use Humira and this medicine must be refrigerated. I called Home Depot back crying because my food and medicine was spoiling ..They sent ************ . They came out 2-15-2023. They had to order a part. ********************* returned to my home on 2-23-23 with the part. They said it was Fixed. On 2-27-23my Refrigerator stopped working again. I called Home Depot at the ************. My medicine just got sent tome on 2-27-2023, I called Home Depot, They said they will expedite it to Whirpool but the earliest they could come out will be 3-8-2023.What am I to do? My medicine and food have spoiled. I am a Disabled Vet It is just me and my 6month old puppy/ Her food doesn't need refrigeration but my food and medicine have spoiled for the Second time. What am I to do? My refigerator now has bugs and insects in it. What good is a 5 Year Protection plan to me? The first case was closed on 2-23-2023. Now no one will come until 3-8-2023. What do I do? The refrigerator is a Lemon. I don't have $1700.00 to buy a new refrigerator. I need to be refunded for the money I spent for the Refrig and 5 Year Protection plus my food and medicine. Thank you, ********Business Response
Date: 03/09/2023
Home Depot ******, Inc.
Customer Care
************************************************************; 30339
More saving. More doing.SM
March 9th, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******,** 30303
RE: ***************************/ BBB Case # ********
Dear ***************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding Whirlpool Refrigerator purchase from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team and Asurion (Home Depot Protection Plan) has assisted with this matter for ******************. With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31761620Customer Answer
Date: 03/09/2023
Complaint: 19536615
I am rejecting this response because:
Sincerely,
*************************; My refrigerator is still not working ( the refrigerator is hot as a furnace and the freezer is defrosting. On 3-8-2023, Ms ****** called to say the Whirpool repairman would be to my house, ****************** repair came out on 3-8-2023: He said he had to order a part. He also called RR Appliances and asked them what had they done to repair the refrig. He said lately they have to clean up behind RR Appliances" work.On 3-8-2023 Home Depot delivered a mini frig for me to use. No the matter has not been resolved, Ms ****** of Asuron said she will call me 0n 3-16-2023. No I still do not have a repaired refrigerator. Nor have I been paid for my food and medicine loss. I've lost medicine and food 2 times behind this. I have been without a refrigerator for over a month. ******************* will not return to my house until after 3-14-2023 (over a month from 2-11-2023. This matter has not been resolved. My Whirpool Refrigerator is still not working . Now how is this resolved?
R *******
Business Response
Date: 03/13/2023
March 13th, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******,** 30303
RE: ***************************/ BBB Case # ********
Dear ***************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding Whirlpool Refrigerator purchase from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team and Asurion (Home Depot Protection Plan) has assisted with this matter for ******************. The service has been scheduled with an authorized local repair team for 3/15/23 and resolution is in process. With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31761620Customer Answer
Date: 03/15/2023
Complaint: 19536615
I am rejecting this response because: see attached
Sincerely,
***************************Business Response
Date: 03/22/2023
As previously Stated...
March 13th, 2023
Attn: ***********************, Trade Practice Specialist Better Business Bureau Serving Metro Atlanta,****** & NE ******* ******************************************************************************
RE: ***************************/ BBB Case # ********
Dear ***************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding Whirlpool Refrigerator purchase from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team and Asurion (Home Depot Protection Plan) has assisted with this matter for ******************. The service has been scheduled with an authorized local repair team for 3/15/23 and resolution is in process. With that said, The Home Depot considers this matter resolved. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************** Home Depot ************* Resolution Expeditor - Executive Escalations Team Phone# ************************* Fax# ************** SF Case#: 31761620
Initial Complaint
Date:03/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered exterior doors from Home Depot and used their installers. The door that was installed did not close correctly which intern caused damage to the door frame. After a few attempts to fix the issue (which in turn caused more damage to our property) they replaced the door with a less desirable door however did not fix the damage done to the door frame or surrounding structures. After multiple attempts on our behalf to have the issue resolved, Home Depot informed us they were not willing to repair or replace anything else even though the doors and work should have been under their warranty.Business Response
Date: 03/08/2023
Home Depot ******, Inc.
Customer Care
2455 Paces Ferry Road
*******, ******* 30339
More saving. More doing.SM
March 8th, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 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 entry door o from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has made several attempts to reach ***************** to provide support both by email and phone with no response. The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31761619Initial Complaint
Date:03/03/2023
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 purchased an appliance from home depots website and found the item was defective the day I received it. I chatted Home Depot Help desk to return the item. Home Depots Polity is that appliances returns must be initiated within 48hrs. They scheduled a pickup for the defective item. No one arrived at the initial pickup time & date so, I called and set up another pick up window. The item was pick up in November and I was told Id be refunded in **** business days. I checked in on my refund and was told the system was down and give them another **** business days to process the refund. I called again in December when I still had not received my money back and asked for a refund confirmation. They sent me an email on 12/9 stating I would be refunded Your refund was just processed today so you should see ****** reflect your account within 3-5 business days. Today is March 3rd and Im on the phone with Home Depot who is blaming the issue on a tech issue and refusing to refund the money.Business Response
Date: 03/16/2023
March 16, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 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 online resolutions team contacted the store and was advised that a manual check will be sent to the customer. The customer confirmed that she received her refund on March 9, 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: ********Initial Complaint
Date:03/03/2023
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 framing pack from Home Depot on December 6, 2022 for $577.80. Framing kit was completed on December 26, 2022. Once I was ready to order everything on the list I paid $577.80 for, I was then informed that a couple of things on the list was on back order, the pieces I needed the most was a 6 weeks wait before I was able to get the final pieces that I need to complete my house framing. I had to go to ******************************************************************** 3 days without having to wait for anything. Home Depot informed me that my $577.80 will go towards the things I purchased from their list. I purchased items off the list, but my $577.80 did NOT go towards the items I purchased from the list. They basically told me I lose my $577.80 because I didnt buy everything from them that was on the framing kit, but no one ever advised me that it would be 6 weeks before I received my last few pieces. Before I paid the $577.80 for my framing kit, I was told itll take at least 2 weeks to get my product. Now its a different story once they received my payment. How sad Home Depot taking advantage of the working class people. I need my $577.80 back in full, and Home Depot needs to be more specific on a time frame or at least let the customers know in advance, that if they have Home Depot to do their framing kit for them, that some items can take as long as 6 weeks to get, if I would have known that I wouldnt of gotten my framing kit done by them.Business Response
Date: 03/23/2023
March 20, 2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: *********************** / BBB Case #********
Dear Ms. ************************ 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.
Home Depot store Department has communicated with customer. Product will be pick up on March 22, 2023, refunds will be process at this time.
With that being said, The Home Depot has addressed the customers concern.
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
**-31760468...Customer Answer
Date: 03/23/2023
Complaint: 19535450
I am rejecting this response because: I still have NOT received my full refund as promised for the returned merchandise that's been picked up.
Sincerely,
***********************Business Response
Date: 03/30/2023
March 28, 2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: *********************** / BBB Case #********
Dear Ms. ************************ 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.
Home Depot store Department has communicated with customer. Doors have been picked up and Store manager has issue check refund for checks sent to customer address.
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
**-31760468Customer Answer
Date: 03/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:03/03/2023
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 had a third party from ************** deliver a large drywall order on the 23rd of December and delivered the 29th. Upon the driver dropping off the material there was a large volume of damaged material (drywall). I called and after a lot of trying to get help was deferred to *****************. We had a conversation On January 2 about the issues the damaged property and the damaged drywall. She advised me that she wanted to hold off on issuing any credit as not to interfere with the property damage claim. That property damage claim is a LOST CAUSE. I have been bumped from ******* to *************** that doesnt even show me with an active claim (another nightmare HomeDepot has put me in). I now am out crushed brick from when the driver decided to drop 2tons of drywall on a SIDEWALK, and the damaged drywall I had to have both hauled away and replaced by the contractor.Business Response
Date: 03/13/2023
March 13,2023
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: *********************** / BBB Case #********
Dear **************************
We acknowledge the receipt of the BBB Case # ********
Home Depot ***************** has contacted customer.
********************** has carefully reviewed and investigated this matter. We have been informed by our store leadership that customer has been contacted. Customer has sent pictures of the drywall and brickwork. Store has reach out to our delivery, territory operations, and online teams for assistance with getting his concerns resolved.
With that being said, The Home Depot has addressed the customers concern and 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 customerspatronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
SF-31760537
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