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:04/22/2023
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 an umbrella for my home. In less than three months the Umbrella broke. I called to get it picked up or get a replacement. I was told I had to have the original box to return it via *** or take it to the store. The umbrella weighs more than 100lbs. I dont have the means to take it to the store obviously, nor I have the original box (or any box that big) to ship it. They DO have a pick up service, they just dont want to honor it. I dont have anyone that could help me to take it to the store either. Theyve been very rude and expect me to keep this broken item. One agent arranged the pick up, but then I got an e-mail saying they cancelled it. I suggested I get a replacement and then use that box to ship the broken one. They asked me to pay again for the replacement. Its crazy how they expect regular people to return broken/bad quality items. They do it like that, so people like me have to get stuck with broken stuff. Might I say, I am within the warranty timeframe.Order # WB36805217
Business Response
Date: 05/10/2023
May 10, 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 their damaged umbrella.
A return pickup for the damaged umbrella is scheduled for 05/10/2023. The customer was notified of the pickup
date. The customer will receive a refund for the returned umbrella.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we
provide 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 Team Phone:
*************************
SF Case # ********Customer Answer
Date: 05/11/2023
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. The umbrella was picked up and I am now waiting for the refund.
Sincerely,
***********************************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.
I ordered several Jeld-Wen doors thru Home Depot and have had several issues with one of the doors. The original door was a defective, poor paint job and it took several months to replace it. The second door that replaced the first one is warped and the space is large enough to see the outside and is a major air leak and water and moisture barrier intrusion. The door jam itself has multiple cracks and again this has led to rain, snow and moisture intrusion into this jam from this poor, substandard material. The purchase and installation was done by a Home Depot subcontractor and the flawed product material was provided by ********. The weather stripping on the bottom of the two of the doors is also peeling back. I have filed a complaint with ******** case # ********. Home Depot has promised to replace the jam as ******** has refused to accept responsibility for their defective product. I have complained about these issues to Home Depot and was promised by the store manager they would be resolved only to find out this week that the store manager has been transferred to another store. I cannot express in words the complete and total dissatisfaction with both ******** for defective poor products and Home Depot for there failure to live up to their promises.*****************************Business Response
Date: 05/11/2023
May 10, 2023
Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: *********************************** / BBB Case #: 19970104
Dear **************:
We acknowledge the receipt of the BBB Case #: 19970104.
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 the Store Team and Installers, who will provide the customer with a new jamb and new install. To clarify, the frame itself is perfectly installed, and our installer is working with the store to take care of the customer, partially at their own cost. The jamb is being ordered at store cost and will take in excess of 4 weeks to be delivered to the store. We will be monitoring for a more definitive date as the jamb moves into the production phase.
With that being said, The Home Depot considers this matter closed. We will continue following up with the customer accordingly.
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 #: 32322152Customer Answer
Date: 05/11/2023
Complaint: 19970104
I am rejecting this response because: Home Depot has yet to actually fix the door and jam that has been a problem since the original purchase. The frame has not been supplied and there has not been a agreed upon install date agreed upon. Home Depot never addressed the complaint about the weather stripping on the bottom of the door being broken on two doors nor offered to replace it. Until the job is finished and installed properly the complaint should stay open. The job must be finished and then when done to my satisfaction will I sign off on it.
Sincerely,
***********************************Business Response
Date: 05/12/2023
May 12, 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. As previously stated, The Home Depot partnered with the Store Team and Installers, who will provide the customer with a new jamb and new install. To clarify, the frame itself is perfectly installed, and our installer is working with the store to take care of the customer, partially at their own cost. The jamb is being ordered at store cost and will take in excess of 4 weeks to be delivered to the store. We will be monitoring for a more definitive date as the jamb moves into the production phase. Once the order is in, we will provide the customer with an ****************** date.
With that being said, The Home Depot considers this matter closed. We will continue following up with the customer accordingly to ensure 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 - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 32322152
Customer Answer
Date: 05/12/2023
Complaint: 19970104
I am rejecting this response from Home Depot because: As I have stated before that until the new door and new jam are installed the case should remain open. I have not seen the new door and the jam is on back order. The problem with the jam was cracked material that was allowing moisture to seep into it. I never claimed an installation issue. I have always maintained a poor materials issue. Finally, the weather stripping at the bottoms of two doors has ripped. Until all of these issues are resolved and the ************ and new jam are installed the case should remain open.
Sincerely,
***********************************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.
As of April 13, 2023 my Home Depot Consumer Credit Card was closed without any knowledge or prior notification therefore of. My account was in good standing without a balance and used seasonally. I went to purchase a lawn mower in preparation for prom and was notified that the account was closed. I contacted customer ********************** provided in the email, to express that my credit report was obtained without my knowledge or consent and was told under there terms it can be obtained at any moment. This is incorrect it is to only be obtained in the event of a requested credit line increase or due lack of payment history with any inquiry not a hard pull which effected my FICO score. There have been local reports of banks prohibiting minority borrowers accounts within certain areas of which I happen to reside in. My income is substantially higher than most within my area, I own my home and have a current married status which is more than 150% of income per the $500 credit limit provided.Business Response
Date: 04/25/2023
April 25, 2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************
Dear ***************
We acknowledge the receipt of the BBB Case # BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their Home Depot consumer credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, Mr. **************************************** receive a response directly from them.
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 Escalation Team
Phone: ***********************
Reference No. 3231963Initial 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.
We applied for a home improvement loan for a shed. The agent , ******* said we qualified for 0% 0 payments for 6 months. We have been ghosted by home depot managers when we call to try and get the resolved. Even Home Depots own help line was ghosted. Now the sheds roof is coming offBusiness Response
Date: 05/01/2023
May 1, 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 their shed and Home Improvement Loan.
We partnered with the service provider and manufacturer, Tuffshed, who scheduled a site visit to address the
roofing issue with the customers shed. District service manager, ***, spoke with the customer and suggested to
put their payment on a Home Depot credit card with differed interest. The store manager at the customers local
Home Depot store was also notified and made aware of the customers situation regarding their current loan and
to apply for the Home Depot credit card.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we
provide 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 Team Phone:
*************************
** Case # ********Initial Complaint
Date:04/22/2023
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 Home Depot protection plan for my lawn mower. I had to put in a claim (#************) and it was approved for full payment. After months I called back and was told I had to sign an affidavit, which I did and was told he has it and it would be a couple of days to process it. After a month I received an email that my claim was closed due to inactivity and to call back *************) and a specialist would process a new claim for reimbursement, I called back and was on the phone for over 2 hours and was transferred to 21 times. I then asked for a supervisor. I talked to ******* and he told me he could not help me. I then called back again for another supervisor, which I then spoke to (***************). She told me "I was in Good hands now and she would fix it". She asked a few questions and told me she would email me another affidavit in 2 min to sign and I would then receive my payment. It has been a day and no affidavit.Business Response
Date: 05/22/2023
May 19, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & 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 the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. ************** was contacted by the Allstate support line of his claim. ************** claim was processed as a reimbursement and ************** was sent a check in the amount of $264.56 that was mailed and was later verified as received by the customer.
Please know that it is *********************** goal to satisfy all our customers with the product and services that we provide. The Home Depot values it 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
Phone ***********************
Fax *************Customer Answer
Date: 05/22/2023
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:04/22/2023
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.
Timeline for Home Depot Ordered product March 30,2023 Order Number: WP62874674 Delivered: April 11, 2023 Dryer proved to be defective and returned same day. New dryer ordered and delivered April 18, 2023. This dryer also proved to be defective, it would turn on but would not heat up.Call was made to Home Depot on this day and I explained the problem to them. They stated that a refund was forth coming and a pick-up of the defective dryer would be made on April 21, 2023. Home Depot did not pick-up the defective dryer and only credited my account $57.25 on April 18, 2023 for dryer accessories. Since Home Depot failed to pick up the defective dryer on the promised date of April 21, 2023 I called their 800 number and as I explained the problem to their representative I was put on hold several times and was subsequently told to call my local Home Depot. I deemed that was not acceptable and asked to talk to a supervisor. I was again put on hold on and for approximately ********************************************************************************************************* when I called to have the defective dryer picked up. At the time I did not remember the exact date but a check of my phone records revealed that I called Home Depot regarding the defective dryer on April 18, 2023. It seems that Home Depot has a policy of reporting a defective product within 48 hours of delivery. So, my call was well within those parameters. So, the information provide to me by the Home Depot representatives was basically incorrect and conflicting. I then simply asked that the defective product be picked up and a refund be forthcoming. The representative supervisor refused my request.Business Response
Date: 05/02/2023
May 2,2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************
RE:***************************** / BBB Case #: 19968926
Dear *************:
We acknowledge the receipt of the BBB Case #: 19968926
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 contacted the customer to apologize for their experience. Additionally, the Online team agreed to schedule a pick-up of the customer's appliance and to process their refund.
With that being said, this matter is still in progress and monitored until we reach a final resolution. 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
**********************:***********************
Fax:************
Case Number: ********Customer Answer
Date: 05/02/2023
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:04/21/2023
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 March 29, 2023, I placed a ProSales order a kitchen project. The store set the entire order up. Some of the cabinets were to be delivered while some of the cabinets were to arrive at the store. To date, I am getting the run around as the store is saying that the cabinets have been picked up however, they have not.4 cabinets were delivered as scheduled and my contractor picked up 2 cabinets which he signed for and an automatic email was generated with proof of him signing for the 2 cabinets. Please note I paid for 11 cabinets in total. Why is it so hard to retrieve my cabinets? Sure, he signed for 2 cabinets which leaves me with a total of 6 cabinets, but my project has been on hold because I am spending time telling this story over and over instead of there being a remedy. If they cannot render me the cabinets, there is no point in me maintaining the other 6 cabinets thus they can render me a refund for them, and I will be done shopping with them as this makes no sense whatsoever.I have called customer ********************** multiple times and was advised of different things each time. For clarity the store called me stating that since my order as going to be picked up by the contractor, they would refund my delivery fee however they failed to render the cabinets when he arrived. This is poor customer **********************, and I am frustrated.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 #H2563-290247. At this time, ****************** acknowledged that a refund was processed for the remaining cabinets.
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: 32319474Customer Answer
Date: 05/01/2023
Complaint: 19968600
I am rejecting this response because: a refund was issued with the request for me to purchase the cabinets over again for them to be delivered. At this time the matter is still pending as I am waiting on the cabinets. It should be advised that Home Depot has called me today 5/1/23 to advise that they placed the toe kick attachments on the wrong truck which further delays in my project. This continues to be a nightmare.
Sincerely,
*******************************Business Response
Date: 05/08/2023
May 8, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 May 8th we called and spoke with *********************************** regarding order #H2563-290247. At this time, we confirmed with our store manager that the cabinets were delivered successfully and ready for pick-up.
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: 32319474Initial Complaint
Date:04/21/2023
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 electric lawn mower and other law power tools online from this store and the items were never delivered. The company, Home Depot, stated that since they have a relationship with the shipper and the shipper provided evidence the item was delivered they can not do anything about it.Business Response
Date: 05/02/2023
May 2, 2023
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
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 lawn power tools ordered from The Home Depot.
The Home Depot has provided the customer with a refund for the missing items.
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#: ********Initial Complaint
Date:04/21/2023
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 have reached out to the Home Depot in ************, ** on three different occasions to resolve this problem with no action being taken. I returned 17 cases of vinyl flooring on 4/10/2023 after the installer stated that the flooring recommended by Home Depot was not strong enough for the contracted flooring job. I have not received a refund to my card for the purchase. I have called and spoken to staff at the store who stated they would check into the situation and return my call (3) times. So far no one has returned my call, provided any update or refunded my credit card.Business Response
Date: 05/02/2023
May 2, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************
RE: *********************** / BBB Case #: 19967520
Dear *************:
We acknowledge the receipt of the BBB Case #: 19967520
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. The Executive Escalations team contacted the customer to apologize for this experience. Additionally, the team partnered with ***************** who agreed to process the customer's refund via a mailed check. The customer was advised to allow 5-7 business days to receive their check refund.
With that being said, The Home Depot considers this matter closed. 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:************
Reference No. ********Customer Answer
Date: 05/02/2023
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:04/21/2023
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-04/2/2023 order # WB42101880 Amount $581.57 I ordered and paid for new flooring. My selection was not in stock, so ********************* placed an order to have it delivered to my house. The order came in about 10 days later via **** Upon arrival, I immediately noticed that the boxes were damaged. I went into the where they ordered(****** **) and i spoke to a gentleman by the name of *********************, and he was extremely rude and aggressive and stated that was the fault of **** not the store. I acknowledged that it probably was *** fault, but I need a replacement because I own a construction company and the homeowners needed their floors done ASAP. His response was "oh well" nothing i can do about that and walked away. ***** then assisted me and she was extremely nice and made me aware that she can order 600 sq ft for me but it will take about 2 weeks for delivery. ***** again was extremeely nice and seemed like she wanted to help, but I cannot wait 2 weeks for floors, especially when I waited 2 weeks for damaged goods. I explained to ***** that i own my own construction company, and have spent tens of thousands of dollars at this location, and for a manager to tell me "oh well" is really unacceptable. I need 600sq ft of the flooring that was ordered, undamaged right away before I lose this contract. If I do, I will be seeking legal actions for compensation. I would like to continue to do business with Home Depot, but i have no problem taking my business and my referrals to another business, which treats their customers with a high level of respect and courtesy. 600sq ft of flooring is all I'm asking, and i will be more than happy to return the damaged product that i currently have.Business Response
Date: 05/03/2023
May 3, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 escalation team has reached out to the customer multiple times and has received no correspondence back. By not receiving any word back from the customer, the case is closed.
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 should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 32319483
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.