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
- 11,847 total complaints in the last 3 years.
- 3,461 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:04/23/2023
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.
Come on now! The prices have sky rockered and I can't even find the products that were advertized on the internet! Instead I find garbage, or I can't find it at all! This c*** has to stop NOW! Yes it's true, ******* is truly the greedest country in the world! These greedy store's need to be boycotted. WHEN WILL SOMEONE DO SOMETHING ABOUT THIS CRAP?
Business Response
Date: 05/05/2023
May 4, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
Re: *****************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his online shopping experience regarding price increases.
The Home Depot has reviewed this case and offers the following resolution. I have been unable to reach customer after 3 attempts via phone and no response as of now via email.
With that being said, The Home Depot considers this matter closed.
Please know that The Home Depots goal is 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.
Sincerely,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. ***** in my absence.
** Case# ********Initial Complaint
Date:04/23/2023
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 recently in the last 4 months made a contract with Home Depot to make over my kitchen cabinets and countertop, they sent out 2-3 different people to take measurements and each time it was a sacrifice to take of from one of my jobs, so last week I took off 2 days for the installment and unfortunate 2 of the cabinets were incorrectly measured, Home Depot has no regrets for the mistake and neither have they made the effort to replace them sooner than 3 weeks. I would like a financial compensation from them for the inconvenience being that I have to loose money from not working because of their mistake. It is also difficult to continue to ask my boss for time off because it's a new job. I have made attempts to reach the sales designer, he has not replied my call, his name is ***************************. Home Depot **** ************ #**. *********, **. *****. Branch ************. cell ************. **************************************** The scheduler/coordinator who I have spoken to her name is ***** @ ********************. The countertop is not level and there is a space that I feel is not right, they have ignored my concerns. The next problem is the door handles I saw on the night in my kitchen looked different in color, I have explained to them that I want the same style but just changed the tone to match the gray in the countertop, they installed a copper tone and refuse to make the change, they want for me to spend an additional price if I need the change. My question is why would I want that color if I am doing a white and gray I wanted stainless steel that would tie into the look I'm going for together. I have been without the use of my kitchen and it has been very difficult to function. Please help me resolve this issue. All they care about is for me to make payments which i want the job completed first. Thank you. Sincerely *************************** , home phone ************.Business Response
Date: 05/04/2023
May 4, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Cabinet order.
The Home Depot has reviewed this case and reached out to all parties involved. Our store leadership team advised they have met with the customer and addressed all of her concerns. The customer will be contacted by the fabricator to caulk between the cabinets and the top as well as rounding over the edge under the sink cut-out. Home Depot will be ordering different handles to accommodate the customer. Two doors have previously been ordered and once the new handles are received, service will be set to install them at one time.
With that being said, we are in the process of addressing our customer's complaint, and we now consider this case closed.
Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 05/10/2023
Good evening, I had a follow up service call yesterday from home depot which turned out another wasted and disappointing service, the employee actually made one of the cupboard door worst than it was before, I had to leave a job early in order to be home and in the meantime this is costing me to loss money. I reported the additional problem to ***** and ***** at Home Depot. They, Home Depot manager *** are refusing to reimburse me for lost time, disappointing workmanship, and the inconvenience. I need to be compensated. They still have not fixed the sharp edges around the sink and underneath the countertop are gaps I can see through. They are sending another set of men next week, I will need to take another day off or leave one of my job early again. I am very unhappy and very frustrated because they have over charged me and the job is unsatisfactory. Thank you. ***************************. *************.Business Response
Date: 05/18/2023
May 18, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************/ BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Cabinet order.
The Home Depot has reviewed this case and reached out to all parties involved. Our store leadership team advised they have met with the customer and addressed all of her concerns. Our HDIS team advised we met with ***************** and her top issue has been resolved. ***************** was provided an alternative handle that she approved.Our team is awaiting on the hinge restrictors to arrive. Once arrive, a service appointment will be made to her convenience to install 17 handles, shift three doors, and install 2 hinge restrictors. ***************** was advised to set service installation directly with ***** or the ***.
With that said, The Home Depot does not consider this matter resolved and the case shall remain open until the customers concerns have been addressed.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:04/23/2023
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 purchased a HD 5 yr extended warranty (serviced by Asurion) with the purchase of a GE Refrig.in Nov2019. On 2/13/23, the refrig stopped cooling; reported to Asurion the next day. Service scheduled for 2/21; later moved to 2/20. GE tech arrived, asked questions, did not run any diagnostics and stated that the problem was "either the compressor or the mother board" and parts would be ordered and upon rcpt, we should call to sched service. The only part ordered and recd was a motherboard, on 2/24 and service was sched for 3/6. By this time, we had been without a working refrig for 3 wks! The motherboard was installed on 3/6, again no diagnostics were performed to ensure the refrig was repaired - we were told it "may take 24 hrs for complete cooling to occur". Cooling never occurred and on 3/7 I again called Asurion.On 3/10 yet a new serv tech, arrived and installed a compressor. Repair was completed and we had a working refrig. until 4/4, when it again stopped cooling. A new serv tech. arrived on 4/11 (another week without a working refrig), ran diagnostics, and declared he didn't ***************** what the issue was and said a new compressor( AGAIN) and other parts would be ordered. We rec'd 3 shipments of parts and repair is sched for 4/27 (add'l 2 wks without working refrig.) In the past 9 wks , we have had a working refrig for 3.5 wks.WHEN IS ENOUGH, ENOUGH? The replacement of 2 compressors is ridiculous. I feel as if we will never get off of this merry go round of failed repairs before the warranty runs out I have requested this issue be elevated many times with ******* and talked to a HD store manager- all to no avail. This has caused an undue amount of hardship and is negligent in so many ways; a working refrig. is a BASIC NEED I filed a HD review thru BBB after our 1st go around, I was contacted via email by ********************** requesting acct info - i provided info and never heard back. Is there anything that can be done with this mess?Business Response
Date: 04/27/2023
April 27, 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 hir purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team,who reached out to Asurion. Asurion responded that they have issued a buyout in the full amount of $2,169.83 via expedited check to the customer and processed the $300 food loss reimbursement check.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 32322170
Regards,
*****************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: 1-***********************
Schedule: Monday- Friday 7:30am-4:30pm ESTCustomer Answer
Date: 04/28/2023
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:04/23/2023
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 a Cub Cadet lawn tractor, bagger and cart. The order totaled over $3500. We were promised delivery on 4/22/23. We did not receive delivery on the promised day. We were also not able to track where our delivery was as the track order screen stated contact could not even be made with the driver. We were also not able to get through to speak with someone and requested a text which we never received. I contacted Home Depot customer ********************** on 4/**/** to find out the products were still at ******** in ***********************, **. The customer ********************** representative called the **B store to determine the issue and came back on the line stating the earliest we could now receive delivery was 5/2/23 which I stated was totally unacceptable since it was Home Depot's fault that the items were not delivered when promised. We work and I am not going to take time off to rectify a situation we did not create! I was then connected to the store and spoke with ******. She stated they had issues with deliveries on that day and she thought everyone was called. We obviously were not called. I asked for a delivery date for the next day and she informed me that was impossible because they deal with a 3rd party delivery service. Because I was going to have to wait another 10 days for delivery, I asked for my order to be cancelled and stated I will go somewhere else to purchase a lawn mower. ****** stated she would cancel it, the proceeded to say "enjoy!" very snotty and unprofessional and then hung up on me. We have been treated very badly by Home Depot, both in delivery of goods as well as by customer ********************** employees. Home Depot did nothing to ensure that a good customer was to be made whole within a reasonable amount of time and with, what should have been, a humble attitude.Business Response
Date: 05/22/2023
May 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
Re: *********************************/ BBB Case ID #********
Dear **************,
We acknowledge the receipt of the BBB Case ID #********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her Cub Cadet lawn tractor.
Home Depot has carefully reviewed this matter and offers the following response. Online Executive Escalations Specialist ***************************** contacted customer on 4/25/23 via email and issued a $350 Home Depot E-gift card per customers request.
With that being said, The Home Depot considers this matter closed.
Please know that The Home Depots goal is 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.
Sincerely,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
** Case #********
Best Regards,
****************************
The Home Depot | Store Support Center
Executive Escalations
Phone:*************************
Fax:************
Schedule:M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. ***** in my absence.Initial Complaint
Date:04/23/2023
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.
Used gift certificate to purchase items online. Items arrive broken, including liquid all over. Return to store and provided credit back. Little did I realize, I am unable to use said credit online nor do they carry the items I wish to replace in store. Literally got ripped off by Home Depot. Always chose them over ****** for everything but that *** be changing.Business Response
Date: 05/05/2023
5/4/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ************************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping 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 Executive agent associated to our customers case reached out to the customer on several
occasions to address and review concerns regarding store credit, our customer was unresponsive. Our customer is welcome
to reach back out if further assistance is required.
With that being 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,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 05/05/2023
I respond via email, advised was unable via phone and delayed via email as a result of death in family. Already got what I needed elsewhere via mail order prior to representative response. Customer ********************** should advise customers when returning online, defective and damaged items in store they can't get credit to use online.Business Response
Date: 05/22/2023
5/22/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303
RE: ************************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping 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 Executive reached out to the customer and was advised no further assistance is needed at this time.
With that being 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,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:04/23/2023
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.
In November 2022 I purchased 2 GE Gas Stoves. Both stoves were installed and worked. However, after 2 weeks both stoves ignition keeps ticking after the flame is lit. Home Depot refuses to return because I do not have the boxes.Business Response
Date: 05/02/2023
May 2, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team,who set up repair with the manufacture. The unit was repaired on May 2, 2023 and confirmed by the customer.
With that being said, ********************** considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********Customer Answer
Date: 05/03/2023
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:04/23/2023
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 October 25th, 2022, I placed an order at Home Depot for $440.70 in concept of merchandise. Later I find that my card had been charged $954.71, the $440.70 in merchandise and $514.01 in additional fees. The attached letter describes the events that took place between October 26th to October 31st, 2023 when I finally canceled the order. Home Depot credited my account for the $440.70 (the amount of the merchandise) but the delta of $514.01 still remains on my Home Depot credit card account today. I filed a dispute with Home Depot via their web portal on March 29th, 2023. Their answer indicated that they had given me "cash, check or gift cards" for $234.00 at the store. I never received any of these tenders. I have evidence that I could not have received this amount nor that this amount could not have been given to me since credit for each of the three amounts that conform to the total purchase amount of $954.71 had already been applied to my account. Furthermore, Home Depot failed to address the reason for the remaining $280 from the $514.01 is still part of my outstanding balance. Credits for all these three amounts $440.70 for the merchandise, $234 for "installation", and $280.01 for a "bi-pass/bi-fold", which I still do not know what this is, are in their own statements as credits, but they do not reflect in the outstanding balance as such. Home Depot dismissed all the evidence providing a "canned" response indicating the case was already closed. The initial dispute was filed on March 29th, 2023. Their response is dated the same date. However, we did not receive the response in the mail until April 7th, 2023. Our deadline to object to their decision was set to April 9th, 2023. I responded on April 14th via certified mail but was dismissed and all evidence ignored as they had already closed the case. That 10 day window is unreasonable when the decision was sent by **** mail.Business Response
Date: 05/05/2023
5/4/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ****************** /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping 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 Customer Order Specialist Team our customer was fully refunded for order ************ in the amount
of $954.70 to their Home Depot credit card. The specialist team was able to provide confirmation of the refund which was
forwarded to our customer. Since our customer indicated there still is a balance for the order, I have escalated to Citibank.
Citibank (************), NA is the financial organization managing all Home Depot credit accounts. As a result, we have
forwarded the complaint to Citibank (************), NA, accordingly. At the conclusion of the review and investigation by
Citibank, Mrs. ********* will receive a response directly from them.
With that being 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,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:04/23/2023
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 complaint is in regards to the deplorable delivery service of Home Depot and its contracted third party vendors utilized for delivery. An order was placed on 4/04/2023 under Order Number H****-303764-V19-87672995 with the Home Depot Store #**** located at ******************************************. Unbeknownst to my contractor the order was being fulfilled by 3 different Home Depot stores- ******* location & 2 locations in *******, **. It is now 4/23/2023 and I have YET to receive ALL items in the order placed on 4/4/2023. There have been 5 separate deliveries to the location address of **************************************************************. This piece milling of my order has caused unnecessary delays. I am the homeowner and work remotely and available to receive all deliveries. Unfortunately, three of the 5 deliveries were left in my driveway or in my grass with no contact. No one rang the doorbell or called to advise of their arrival. One delivery was left in the wee hours of the morning when it was still dark outside. The latest delivery on 4/22/2023 was to have ALL remaining items due to me. I only received 1 of the 5 items which were due on that day. When I called the ******* store to complain they acknowledged the mix-up but could not give me a definitive date on when the rest of the items would be delivered. All delivery slots were full according to the **** This entire process has been simply appalling. There seems to be no sense of urgency to make the situation right. No offer to refund a portion of the money spent due to this debacle, no gift card, no NOTHING. In order for my home project to move forward given these ongoing delivery delays, I have had to have my contractor pick up wood (60) 2X6X16 and (2) 2X8X16 directly from the store on 4/23/2023 instead of waiting on the delivery. Given this experience I will never utilize Home Depot for any home renovation project again. Home Depot should be ashamed and embarrassed to due business this way. Buyer Beware!Business Response
Date: 05/05/2023
5/4/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************************** /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping 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 Assistant Store Manager reached out and advised the merchandise was picked up from the customers
home and a check in the amount of $500 was issued for our customers inconvenience. Once the check is available for
pickup, our customer will be contacted directly with pickup steps.
With that being 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,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:04/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am complaining of a quote that was not correct. We purchased appliances from there that we wanted to put in the new kitchen that Home Depot was supposed to give us a quote for. They took 6 months getting us a quote which now find out is inaccurate because they forgot to include materials which is a dramatic difference they said but I dont know how much because they are still not telling us. We can now not take back the appliances because it is too late they said. We are stuck with these appliances and no kitchen. We have had to call their contractor ourselves because the design team couldnt get a hold of him and have been told so many different thingsBusiness Response
Date: 06/07/2023
May 31, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 diligently working on this issue, and I have been advised by them that they reached out to the store about the appliance order. They explained that the delay was caused by the fact that the appliances were purchased before measuring for the kitchen redesign. They had to accommodate the dimensions of the appliances, which took some extra time. Unfortunately, they can't submit a return, but they did agree to accept the units if they're still boxed and unused. They are still awaiting a response from the customer.
Please know that it is **********************'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:04/22/2023
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 0422/2023 I ordered four doors from homedepot.com and had them saying they delivered. I waited for Home Depot to drop the package off that I requested a signature for to which Home Depot delivery service left the package on the front porch. They never rang. The bell, knocked on the door, or received a signature, the package disappeared as soon as they left now they are not trying to refund me for their mishap . homedepot.com keeps referring me back to my bank to dispute the transaction. However, this is their mistake so they should refund me.Business Response
Date: 04/25/2023
April 25 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team,who offered the customer a gift card for the purchase and the customer agreed.The gift card has been processed and we advised the customer of the processing time via email.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 32322132
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