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
- 12,131 total complaints in the last 3 years.
- 3,491 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:03/06/2023
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.
Windows were ordered in January. The only communication I have received has been initiated by me or my wife, via phone conversations. Employees have not been able to effectively answer or questions or provide viable solutions. The order completion status was not communicated effectively, or directly to us and has resulted in additional costs we are not prepared to incur. My wife was informed that both windows were at the store. We hired contractors to install windows, scheduled for March 6th, 2023 @ $2000, we also have dumpster here @ $500 (rental). I came to the store to pick up the windows on March 4th. Both windows were not at the store. We cannot afford to incur the additional costs of these mistakes. I'm not certain if Jeld-***********, or Home Depot, is at fault and do not have time to make that determination.
Business Response
Date: 03/17/2023
March 17, 2023
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******,** 30303
RE:*************************************/ BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
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 all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their experience. We are currently waiting for the window to arrive to the store. As of now we have an estimated arrival date of April 4, 2023. We will continue to communicate with the customer and provide updates and discuss compensation once window has been furnished to the customer.
Please know that it is *********************** 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,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
SF Case# ********Initial Complaint
Date:03/06/2023
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 bought paint and supplies for a project that I started yesterday. Online Order # WE12824886. The paint I purchased wasn't ever mixed with the color I chose #DC-003. The paint is pure white, and Home Depot doesn't take returns on paint. Now I started my project I have used some of the paint thinking it may darken up when it dried, It hasn't, it's pure white. And now my bedroom is in chaos, my TV is on the floor from the wall, about 10' of my bedroom wall is bright white, and I have 1.5 gallons of paint I paid for, used supplies that are no good to me now, a color I absolutely hate, and paint cans that do not have the **** on the lid generally done after paint has been mixed in the store. Attached are the photos of the 1/2 used, and full can. Next to the used can is the color of the paint in the pan that I tried to use. You cannot tell me the paint isn't satin white. I want my money back, or a credit to buy the correct paint, and a return of supplies I've used because of a mistake I didn't create. You can have the remaining 1.6 gallons back, because I do not want to deal with disposing it. I'm very disappointed currently. What the heck are they doing? Pulling the paint from the shelves and just letting customers pick it up before they find out if they need to mix it? I'm pretty sure that 90% of paint sales are mixed. This is a big inconvenience for me, as my time for projects is very limited. I have to go back to work now, it took me since the time of purchase to plan this weekend.Business Response
Date: 03/09/2023
March 9,2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB Case #: 19543199
Dear **************:
We acknowledge the receipt of the BBB Case #: 19543199
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. As a customer ********************** gesture, the team offered the customer a gift card, to which they accepted.
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
**********************: ***********************
Fax: ************
Case Number: ********Initial Complaint
Date:03/06/2023
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 purchased a fridge on microwave on 11/23, cancelled the order on 11/25 & reordered those items & a stove. Delivery date Jan 7th. They rescheduled 2/16. Rescheduled 3/7. Today 3/3 they rescheduled again for 4/21. Absolutely unacceptable, plus I'm paying already for appliances I DON'T HAVE!Business Response
Date: 03/08/2023
3/8/2023
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 assigned to our customers case confirmed ******* delivery date for appliances is 3/28/2023. Once delivered, we will reach out to the customer to provide appropriate compensation for their inconvenience.
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: 03/09/2023
I do not feel that the case should be closed due ton this is the 5th delivery date. Every other date was cancelled the night before, why would this be any different. I hope it is the case but I don't feel that confident in Home Depot, do not close the case.
Thank you
Business Response
Date: 03/16/2023
3/16/2023
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 assigned to our customers case confirmed our customer was delivered on 3/13. Our customer received $1727.22 refund for the order.
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:03/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
12/2/22, I placed a call to ******************* who now works from home for ** as Pro Account Expeditor. I contacted her and asked if she could process my large order and were discounts available b/c of the price point. ***** was made aware that I had a crew scheduled to work soon so I needed this processed quickly, as I was also losing access to my credit line. ***** waited until the following Friday to finally process this order A WEEK LATER! I told her I had a crew scheduled for 12/12. The ** truck arrived on 12/12 around 10:30 and it had part of my order but NO tyvek, NO siding. I was very clear that this is what the hired crew was there to do. I lost $400 this day to labor. I was informed that the siding was not in stock in *******. I said fine, ********* to the nearest location that has it which was **********, **. I had to PAY FOR THE SIDING AND TYVEK AGAIN and wait for approximately 2 weeks to get that refunded! 2 weeks of interest on a high interest credit card was down the drain, along with 4 hours of my *********** This cost me approx $200+. I was given the run around about the remaining material THAT I NEVER RECEIVED for OVER TWO MONTHS. I was told another delivery was coming with my remaining items. Crew showed up, was paid for doing nothing b/c the delivery NEVER HAPPENED. Another $400 loss!!! Now we are approximately $1,000 out of pocket. I was told I was NOT allowed to pick up the remaining siding I was owed along with many other items totaling OVER $1800 NOR was Home Depot going to deliver them. This was all because of An IT issue Im also paying interest on this entire order which was over $6,000. I have prob 100+ emails between myself, ***** and Zenae F of corporate. I was offered $100 for my trouble from ** and told I HAD to sign a release of liability form, WHICH I DECLINED. I feel strongly that I should be paid in full for my crews labor of $800, my time/gas of $200 and ALL interest accrued on both credit cards which is roughly $200.Business Response
Date: 03/07/2023
March 7, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** *****
RE: ******************************* / BBB Complaint#: 19544048
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding a transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. In additional to the $1,000 discount taken off her order. The Home Depot Home has refunded all refunds back to her original method of payment as well and the resolution remains.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
Zenae F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 03/07/2023
Complaint: 19544048
I am rejecting this response because:I returned the material, in turn not receiving this $1,000 discount you mentioned and this is all documented. Not only that, it took OVER TWO MONTHS to get my refund processed, costing me interest. I lost $800 ALONE in paid wages to workers due to your employee's negligence and incompetence with scheduling. It also cost me over $200 of my time and gas picking up a position of the order b/c no one at the store could process it. I never received a large portion of the material I ordered and was told I could NOT pick it up in store NOR would it be delivered, and I needed to "wait for IT" while continuing to pay interest on material I never received. This delayed my project for these TWO months. How can someone run a small business or get projects done when they rely HD as their supplier? And no repayment for your wrong doings?
Sincerely,
*******************************Business Response
Date: 03/14/2023
March 14, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******,** *****
RE:******************************* / BBB Complaint#: 19544048
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. In additional to the $1,000 discount taken off her order. The Home Depot Home has refunded all refunds back to her original method of payment as well and the resolution remains.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
Zenae F.
The Home Depot Executive Escalations
P:********************
F:************Customer Answer
Date: 03/14/2023
Complaint: 19544048
I am rejecting this response because:I have already replied to this once. I made my returns which negates the "discount" received. How can you say that I received $1,000 discount when I returned the material? You not only inconvenienced me for over two months by not delivering OR allowing me to pick up the material THAT I PAID FOR but held me financially hostage during this time, causing me to accrue finance charges on material I NEVER received in addition to paying gas and labor charges, waiting for delivery of material that was never received. I ********* over $1,000 because of your employees negligence and sheer incompetence. I have everything documented in receipts, emails, etc. to prove this statement. You keep going back to "You got a discount" NO I DID NOT BECAUSE I RETURNED THINGS!!! YOU EVEN ADMITTED THIS!!!!! I am owed for the gas I spent, my time, my crew members time and finance charges. This is over $1,000. This ALSO does not include ANY compensation for the absolute nightmare you've put me through!!!!!! BBB, PLEASE HELP!!!
Sincerely,
*******************************Initial Complaint
Date:03/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a ******* Washer and Dryer from Home Depot on 12/10/22. It was delivered on 1/6/2023. Within 2 weeks we called Home Depot to report that the dryer was making a very loud noise when running. We stopped using it immediately due to concern about the noise. Home Depot scheduled a service appointment for the end of January. The service men stated that there was a dent in the side of the dryer and that was likely the cause of the noise. We were told they would notify Home Depot that an exchange was needed. Two weeks went by and we heard nothing so both my husband and I spent hours on the phone with Home Depot and ******* customer **********************. We were told that ******* had to come to service the item before an exchange could occur. ******* then sent a serviceman to check the dryer on 2/20/2023. He stated that the dryer DID need to be exchanged and that he would process the information at ******* who would then notify Home Depot. It is March 5th and we never heard back from either Home Depot or *******. I feel we have been exceedingly patient.I called the Home Depot customer ********************** line again today and the customer ********************** representative was trying to resolve the situation by arranging a return/exchange w/ discount at the local ********, ** store. After she spoke with the manager there, she informed me that he refused the return and/or exchange and directed me to once again contact ******* who already informed us on several occasions that this falls under Home Depot and not the manufacturer warranty because the item looks like it was damaged during installation or delivery. Thus, we have spent 2 months without a working dryer which we paid for, and have spent countless hours on the phone with both companies only to get the runaround. As of the writing of the complaint I have disputed the charge on my credit card hoping that Home Depot will actually respond to the situation but I am also seeking your help to reach an amicable and timely solution.Thank you so muchBusiness Response
Date: 03/20/2023
March 20, 2023
Sent Via ************************************************************* 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 appliance warranty.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ********** regarding her appliance. The Home Depot has contacted our customer confirmed that ******* has agreed to deliver a replacement appliance. 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
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Initial Complaint
Date:03/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used the virtual Home Depot design people to help we with obtaining new doors for our house. They recommended one brand and gave me a quote and referred me to the local Home Depot in ************** on route 776 north.I paid my $40 dollars to have their installer come and measure for proper fit and that was done, he told me that I should ***** from the local store by the following Monday, I did not. I had to call the store. I was then informed that the brand doors that their virtual design department had recommended would not work and that I had to go with another brand at a higher price. I wasnt too pleased about it but when I tried to get a total price for the job I was told that she did not have all the information and I said fine call me back in a couple of days so I could make a decision. A couple of days went by and it has turned into two+ weeks with no contact.Store **** Customer agreement #************ Associate ****** ************************************************************************** *************Business Response
Date: 03/23/2023
March 23, 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 a door quote from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has created a new quote for the customer for an impact door. The customer has decided to go with another door provider due to the change in price between the non-impact door and the new quote.
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#: 31773357Customer Answer
Date: 03/27/2023
I dont accept their response as I didnt go with another company because of the price difference I went with another company because of the lack of response and the inability to get hold of anyone at my local Home Depot store concerning the door quote. I would now like to have my $40 fee returned that they requested for measuring my doors.Customer Answer
Date: 03/27/2023
I dont accept their response as I didnt go with another company because of the price difference I went with another company because of the lack of response and the inability to get hold of anyone at my local Home Depot store concerning the door quote. I would now like to have my $40 fee returned that they requested for measuring my doors.Initial Complaint
Date:03/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchase lots of items on a regular basis from The Home Depot. This was no different. We purchased an awning online for curbside pick-up. When the Black young lady with the box braids brought a flat, rectangular box to my vehicle, I thought it was quite light and I even asked, "IS this all"? To which she replied "Yes". I then informed her that I had a few returns to make, and she said to come inside and they would take care of me. I was assisted finally, after one of the customer ********************** representatives stated, "Could some please help the next person in line"? There were 6 employees standing behind the counter talking amongst themselves, while I waited there in a mask and hoping to not be in the store for too long. A maskless ****** who kept coughing in my face, was who handled my return. The odd part, I had on a mask, so it's obvious I'm attempting to protect myself. She did not, and had no common courtesy to cover her mouth as she repeatedly coughed in my face. She then proceeded to tell me that, even after providing emailed receipts and proofs of purchase, she was going to have to put my return on a gift card. I informed her that was unacceptable as I provided proofs of purchase and expected the payment to go back to my cards as I had paid. She refused until I contacted my mother, then she finally put the credit on my HOme Depot Card, not even my debit card which had also been provided. Needless to say, a few days later, I received a call asking if I was happy with my curbside experience and if anything went wrong. I found it odd, as did my mother. So I said, let me check this box. I opened it, and immediately noticed that the entire awning was not in there, only two side pieces. I had my son take a photo of the box, and the contents and I immediately called The HOme Depot and finally got ***** on the phone. ***** said he would call me back about the situation. I have not received a call yet. I am dismayed because a nearly $500 awning is missing.Business Response
Date: 03/10/2023
March 10, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************************
Re: ******* And *************************************** 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 return and missing pieces on their awning order.
After further research,it was found that the store did process a refund for the customers items and was processed on 03/03/2023. The refund was credited back to their Home Depot credit card. This was relayed to the customer and advised to check their account to locate the credits. Customer was sent a return label and instructions on how to return for the awning order. Customer was offered free shipping for the reorder. We are awaiting the customers decision on the reorder of the awning.
We are currently expediting a reorder for the broken window that was reported by the customer. We will continue to work with the customer and communicate all further updates until completion of the windows installation to the customers satisfaction.
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: 03/10/2023
Complaint: 19542989
I am rejecting this response because the response is not, in whole, applying to my concerns. it appears that a part of their response does not have anything to do with my concern. I believe my concern *** have been mixed up with someone else's.The other concerns centered around the employee who coughed directly in my face on multiple occasions during my in-store visit. The reason I have not been going into stores for this very reason.
Aside from the awning issues, common courtesy is expected.
Sincerely,
******* And ***************************************Business Response
Date: 03/17/2023
March 17, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303
Re: ******* And *************************************** 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 return and missing pieces on their awning order.
After further research, it was found that the store did process a refund for the customers items and was processed on 03/03/2023. The refund was credited back to their Home Depot credit card. This was relayed to the customer and advised to check their account to locate the credits. Customer was sent a return label and instructions on how to return for the awning order. As previously stated, the customer was offered free shipping for the reorder and that offer still stands. We are awaiting the customers decision on the reorder of the awning.
Regarding the store experience, we have also forwarded these concerns to their management team and they've enrured that coaching will be provided to all associates involved.
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,
Monti W.
The Home Depot
Executive Escalations Team
Phone: *************************
SF Case # ********Initial Complaint
Date:03/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 6 doors for my 3 bedrooms and two bath. I gave the exact measurements for each door. Yet somehow my master bedroom door opens from the inside beside the inside of my bedroom. I can't even install one door in my second bathroom closet is too big. I paid home depot all this money to only find out they gave me a door to big. Or one that I have to open in my hall way. I would like to request the door with the measurements that I gave them and a door that opens into my bedroom not outside.Business Response
Date: 03/13/2023
March 13, 2023
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303
RE: ********************* /BBB (Better Business Bureau) Complaint#:19542892
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her door order.
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. The store team is exchanging the doors.
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,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Initial Complaint
Date:03/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
3 months ago we ordered a shower door. The door and handle have arrived but the track never got here. A manager I think her name was ****** said she re ordered the track. 2 weeks ago I called today and the door track was never ordered. Shower door has been sitting on my porch for 2.5 months and they hung up on me.Business Response
Date: 03/08/2023
March 8,2023
Sent Via Email
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***********************/ BBB Case #: ********
Dear ***************:
We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding the missing item from his online order.
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 reordered the missing item. It was successfully delivered on 3/7/2023.
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 #:31768264Customer Answer
Date: 03/14/2023
Upon opening the box for the doors, I could not locate the wheel assembly and rollers for the door I emailed home Depot and didn't get a reply for a couple days. I had been waiting literally months to install this door. I purchased the roller assembly and rollers myself and will never shop there again.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 BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding the missing pieces of his order.
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. The Online Team attempted to gather additional information and continue assistance via email on 3/9/2023, when they were made aware of the missing roller. The team received no response and contacted the customer again via phone and email. On 3/14/2023, they received an email the customer purchased the roller himself and he does not want to be contacted by Home Depot again.
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 #:31768264Customer Answer
Date: 03/15/2023
Complaint: 19540473
I am rejecting this response because:
I received a notification that I will be receiving another package from home Depot today. With the lack of communication home Depot has with their stores, and their customers, I'm assuming it's something we already have. And will probably need a shipping label to return it
Sincerely,
***********************Business Response
Date: 03/16/2023
March 16, 2023
Sent Via Email
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***********************/ BBB Case #: ********
Dear ***************:
We acknowledge the receipt of BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his online order.
The Home Depot has reviewed this case. The customer was sent the missing part free of charge. The customer can keep the item or dispose of it if he chooses.
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 #:31768264Customer Answer
Date: 03/20/2023
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:03/04/2023
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.
On January 29th I ordered a fire place, that was going to be used yo heat my home. It was scheduled to be delivered on Feb. 10th. When I did not receive the said product, I contacted customer **********************, whom said it would be delivered on Feb. 17. When it was not delivered, I contacted customer ********************** again. I was told they would file a claim. When I heard nothing back, On the 21st I contacted to see what the update was. I was told I could ask for a refund on the 22nd. I called in (on 22nd) and **** informed me that I couldnt ask for a refund because it was in a warehouse in **********, ** and would be delivered at some point, but he couldnt give me a date. A week later I started getting texts from a shipping company stating the fireplace was going to be delivered on a certain date, then I received three more texts where they changed those delivery dates. Finally, on March 3rd I received the product. The delivery driver put it on my porch and when I opened it I found it was broken.Business Response
Date: 03/06/2023
March 6, 2023
Sent Via Email
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case #: 19540212
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 their damaged order.
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 stating the customer has decided to keep the item and they were provided with a markdown as compensation for the damage.
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 #:31768313
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