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
- 11,863 total complaints in the last 3 years.
- 3,472 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:04/20/2023
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 February 15, 2023, I went into the store, schedule an appointment for an installer to come to my home to take measurements to install a new bedroom closet door. I received an email from the installer approximately 1 week later. In the email from ****, he advised me someone from Home Depot would call. I never heard from anyone, after waiting about 3 weeks I visited the store to check the status and was told by a Representative, apparently she was customer **********************, I would have to come back because no one would be able to help me in the department. I asked for a Manger, she advised me there was none available, she then called the Supervisor, who did not come talk to me, but said the same. At that point I was very disappointed in the POOR customer **********************, and advised I would come back. After making several telephone attempts with no response, I went back into the store, met with **** who placed the appointment for the installer, and was told the installer no longer worked for Home Depot. At that time, I paid for my closet doors, and he advised me another installer, **** would call. Long story short. There are several complaints I have about this store, I want to speak with someone who can immediately resolve this issue. I will also tell that person everything that transpired. As of today, I have not heard from them.
Business Response
Date: 04/21/2023
April 21, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *****************************/BBB Complaint#: 19959270
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their doo measurement scheduling with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team has contacted the customer regarding scheduling via phone call, but the customer did not answer. The customer returned the assistance store manager call and stated she has been contacted for scheduling and it is set for May 5th between the hours of 8:00am -10:00am. No further assistance is needed at this time.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all 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
P: ********************
F: ************
SF: # ********Customer Answer
Date: 04/21/2023
I did speak with the store Manager after I had spoken with their contracting company contacted me. The Lady I spoke with apologized for the inconvenience and incorrect information I had received regarding the installation of the doors. Her name is *****. It was after, I received a voicemail message from Home Depot Assistant Mgr. ******, who also apologized. The nature of my complaint is very,very poor Customer ********************** from that particular Home Depot and their lack of professionalism. Is it possible for them to compensate me for this? I am not asking for the services to be free, but something for their inconsistency and poor customer **********************. This project started in February, and my appointment is scheduled for **** I am hoping all goes well on that date, as the pictures shown to me in the file at the store was not of my home. I was told by ****, the person who did the measurements, **** could have accidentally provided the incorrect pictures, but the measurements are correct. By the **************** is no longer working for RFI.
Thank you!
Business Response
Date: 05/24/2023
May 23, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *****************************/BBB Complaint#: 19959270
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their doo measurement scheduling with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team has contacted the customer regarding scheduling via phone call, but the customer did not answer. The customer returned the assistance store manager call and stated she has been contacted for scheduling and it is set for May 5th between the hours of 8:00am -10:00am. No further assistance is needed at this time.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all 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
P: ********************
F: ************
SF: # ********Initial Complaint
Date:04/20/2023
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.
02/15/2023 WB38350828 *********************** I order a 11ft Aluminum Cantilever Solar LED Patio Umbrella.I paid $79.00 for it to be delivered to my home.I paid a handy man to set it up, it needed sand.The solar part of the umbrella didn't work.I contact the customer ********************************************* to replace or repair it.I ordered it on Line, not knowing a store would deliver it.Finally a date was set on April 03,2023 a deliver person came to pick it up and he refused to take it and stated we needed to take it apart, he also stated he would schedule another day and two people would come out.Never happened.I called again and was transferred to a the store that delivered it and her name was ***** she advised me she was the asst ****** and that she wasn't going to pick it up and I should bring it in, they aren't going to take it apart.She was rude and I just hung-up the phone on her.I called the customer ********************** again on April 19,try and have this itemed pickup, spoke to this same rude person she said I remember you and you hung up on me the answer is the same we aren't picking it up.I paid a handyman $100.00 to put this together now you want me to pay another handyman to take it part and drop it off, then I would have paid $200.00 for an item that not working. Remember the solar never worked.Home Depot does nothing but lie and give you the run around. They don't have an office that will help.Where has customer ********************** gone today.I have a credit card that I will cancel never shop there again, they don't care.I have called this so called customer support a total of 10 times to be LIED to.Example:I had a issue with a dresser from Pottery barn, they came picked up the dresser that was put together and no problem, the service was great. I think The Home depot should call them on how to work with a customers.I We want it item picked up, I we need to take it apart who will pay for that!How does Mille speak with customers that are shopping in your store.Business Response
Date: 04/21/2023
04/21/2023
??
Sent Via ********************************************************************* Experience Specialist??
**********************??
Serving Metro Atlanta, ****** & Northeast *******???
********************??
North Tower, Suite 900??
*******, ** 30303??
??
RE: ***********************/BBB Case # ********
?
?Dear **************:????
?We acknowledge the receipt of the BBB Case # ********.???
?
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her online order.?
??
The Home Depot has carefully reviewed and investigated this matter. Our online team has spoken to the customer and advised her that the store will take the item back. The customer agreed to return the item in store on 04/22/2023.
?
The Home Depot considers this BBB case 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 do not hesitate to contact me if you have any questions.???
????
Sincerely,??
***********************??
Executive Escalations???
Phone: ***********************??
Fax: ************??
Reference Number: 32292852
Initial Complaint
Date:04/20/2023
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.
Issue 1 - Last summer, we order a new fridge from home depot, guys come and bring it in, then lie and tell us they can't connect the water line and run out the door as im trying to call the store ... Didn't even leave the line i paid for.Issue 2- 3/22/23 i place a $2600+ order and only half is delivered. i call and ask where rest is, young girl (******? i think) puts me on hold for 10 minutes and gets back on, telling me there was a mixup but the delivery driver "doesnt want to come back" so ill have to schedule another delivery. my EXACT reply was, "Ma'am, that's not acceptable." Her EXACT reply was, "Sir, you're being rude!!!", and hung up on me! I call back, she hangs up on me AGAIN! I threatened to cancel the entire order and suddenly the manager is arriving in a private white pickup dropping off the rest. Supposedly, ****** (?) was "talked" to ... issue 3- 4/5/23 i place an order for $2200+ worth of stuff. Half the wood boards are so bowed and knotty im not sure i can use them, and my "brand new" Ryobi tool box looks like someone's been working out of it for 5 years ... I bring it back and the woman can't figure out "what's wrong with the box", and they have no more left in stock, though the very next day they magically ran one out to me ... go figure ... issue 4- 4/19/23 i place a small order for around $250 that i pay the extra delivery fee for to have brought directly to the house. I wait until 9:30, nothing and no one shows up ... i call and the girl on the ohone tells me they're having delivery truck problems (as if they only have one vehicle ...) and they "forgot" to call me and let me know ... at this point, ****** has my business. and if you think that's not a big deal, consider ive spent over $100,000 in your store since moving up here in 2015.at this point, i want SOMEONE THAT MATTERS to CALL ME and let me know what you plan to do to make this up to me and get my business back. if anything. thanks for the agita. it's appreciated ....Business Response
Date: 05/02/2023
May 2, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *****************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has reached out to the customer to address his concerns. This complaint is still under review currently. The Home Depot is asking for more time to investigate all matters of ****************** issues and conclude a resolution. The case remains open and in progress.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32293101Customer Answer
Date: 05/08/2023
i was contacted by a *******************, but she didn't even seem to understand what the problem was, let alone how to fix it ... If they want more time so be it, i'm not in a hurry. Will be waiting to see what happens. thank you.Business Response
Date: 05/09/2023
May 9, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *****************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has tried to reach the customer multiple times to assist and address his concerns. Contact was established one time via email to offer the customer compensation, but ****************** has not responded. Three more attempts were made,and the team has not had any response at this time. Therefore, no further action is needed currently. He has been provided with the teams contact information shall he need further assistance.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32293101Customer Answer
Date: 05/10/2023
still working things out, will be ready for final resolution by monday. just replied to business via email and have another delivery coming saturday. if all goes well, will accept their proposal and close complaint. ** for your help and have a good day.Business Response
Date: 05/18/2023
May 18, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *****************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has tried to reach the customer multiple times to assist and address his concerns. ****************** has advised the team that he has received his order and has been provided compensation for his inconvenience. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32293101Business Response
Date: 05/18/2023
May 18, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *****************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has tried to reach the customer multiple times to assist and address his concerns. ****************** has advised the team that he has received his order and has been provided compensation for his inconvenience. No further action is needed.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32293101Initial Complaint
Date:04/20/2023
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.
RE: Home Depot egiftcard, Case Number: ********. I received an egiftcard in the amount of $1,133.60 from my ********************* for one of my appliances they could not repair. After I received the card in the email, I printed that and verified the funds on homedepot.com, and I also made a printout from the homedepot.com web page. However, because I could not find the right appliance I was looking for at that time, I decided to hold on to the egiftcard for later use. I confirmed on the Home Depot website that the egiftcard does not expire. A few months ago I checked on the web and the balance was there in full as I never used the card. This week, when I checked the balance because I was considering to buy something online, I was shocked to see that the balance was showing $0.00, although there were no transactions. So, I called Home Depot customer ********************** to inquire about that. I spoke with a customer ********************** representative named **** to inquire about that. **** advised that he was sending the matter to his supervisor and would get back to me the same day, but no later than the following day. **** also opened a case and gave me case number - ********. Since I did not hear back from him, the next day, I called again and spoke with another representative (****). **** advised that it took 48 hours for the supervisor to respond to the case and that I should give it another day, When I did not hear back on the third day, I called again and, this time, the representative I spoke with told me his name was ******, who advised that it took 72 hours for the supervisor to respond. I found it disturbing that each time I called, they would keep telling me a different time frame to resolve a simple case. An amount of $1,133.60 just disappeared into the thin air and Home Depot staff has been unable to resolve the case. I have the original email with the link to the card and the printouts of the card and the web page from homedepot.com verifying the fund.Business Response
Date: 05/05/2023
May 5, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
RE: *************************** / BBB Case #********
Dear ****************************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their purchase.
The Home Depot has carefully reviewed and done a preliminary investigation. We show that the card was used for purchases twice in March of which the customer states he did not make. We have forwarded our investigation finding to our Online Investigations unit. We advised our customer that we should have an update in 57 business days and we will update our customer accordingly.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************** Ext. 85774
Fax: **************
Case: ********Customer Answer
Date: 05/05/2023
Complaint: 19959449
I am rejecting this response because: I am awaiting to hear a from Home Depot about the investigation and provide remedy for the gift card which I never used.
Sincerely,
***************************Business Response
Date: 05/12/2023
May 12, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******,** 30303
RE: *************************** / BBB Case #********
Dear ****************************,
We acknowledge the receipt of the customers rebuttal for Better Business Bureau Consumer Complaint #******** and provide the following response.
The Home Depot installation team has carefully investigated this matter and has offered to reissue the gift card for our customer upon his executing a settlement release agreement. We await the executed document from our customer. Once received we will process the gift card. The Home Depot has performed due diligence in this matter and considers this case closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
************
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone *************************
Fax **************
Case: 32241438Initial Complaint
Date:04/19/2023
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 been a long and loyal customer to Home ********************** for years spending tens of thousands of dollars on appliances in for my business and this issue has now caused me to only procure appliances and materials at competitors. I had bought 10 of thousands of dollars of appliances from Home Depot in the past and never had an issue returning defective items. On April 5 2023, Home Depot whirlpool dishwasher (MOD #: WDT540HAMZ0/Serial #: ********** was delivered ( Order # WE16222110) to my premises. Home Depot customer support was notified of the problem. (The store changed its appliance return policy and would not accept returns for appliances after two days. Bought a whirlpool dishwasher on installed a dishwasher on a Friday then immediately contacted HD customer support of the defect but couldn't return it till Monday 17 April. HD customer support said it was fine. Take it back on on that following Monday as discussed and customer ********************** would not refund my order. Told me to call ***** whirlpool. Whirlpool did not fix the problem and point the finger back to HD. HD points the finger at Whirlpool so nothing gets fixed and no-one takes accountability. I have a defective brand new dishwasher that Home Depot sold me now sitting in my garage that I can't take back.This is absurd! The dishwasher door was missing its entire door seal and was clearly defective product. I have canceled the charge on the card for deceptive sales practices. I have already installed a different dishwasher and I need this item returned HASSLE free. A refund of $498 is requested for resolution.Business Response
Date: 04/25/2023
April 25, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *********************** / BBB Case #: 19958543
Dear *************:
We acknowledge the receipt of the BBB Case #: 19958543
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team partnered with **************** to schedule a pickup and return of the customer's appliance. The customer requested a refund for the restocking fee, which was approved and can be retrieved by visiting/contacting their local store at *************. If any additional assistance is needed,please advise the customer to contact the agent who reached out to them (******* @ *************************).
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. 32278537Customer Answer
Date: 04/25/2023
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 Excecutive Staff at Home Depot were very helpful getting the matter resolve. Thank you again!
Sincerely,
***********************Initial Complaint
Date:04/19/2023
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 custom blinds and installation from my local Carrollton Home Depot. When I arrived at the store to pick up the custom cut blinds I had to wait over 20 minutes for the blinds to be brought to the front of the store. When they were brought up I had to load them in my car by myself. The installer came to my home the next day to discover the custom blinds were not cut to specifications. The team at Home Depot stated they would cut blinds and have them brought to my home, which they did. The the installer returned to my home a second time the blinds were not cut to the correct specifications. Once again I had to have Home Depot cut more blinds. On the third attempt I was able to get the blinds installed. I reached a resolution to the customer ********************** issue with Home depot, but they have failed to uphold their end of the deal. I have made multiple calls with zero resolution.Business Response
Date: 04/28/2023
April 28, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ***********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted and apologized to regarding her previous interaction and the information that she was given regarding her first check. I informed the customer that her check has been reprocessed. The customer has been advised to allow up to 21 business days for the check to arrive.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:04/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home depot delivered a defective dishwasher that I purchased and requested new in the box. The dishwasher has DRY ROTTed seals and the item smells of burning spoke when turned on. THe had 2 dates scheduled to pick up this item. They missed both dates and failed to come to look at the defects. I lost 2 days of work waiting at home for them. I notified home depot on the same day with 4 hours of deleivery of ***** issue! I want a refund immediately and the item picked up! They also stole my old dishwasher without authorizationBusiness Response
Date: 05/01/2023
May 1, 2023
Attn: ***************************************************** Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team has reached out to the customer to address her concerns. The vendor was contacted and approved for the defective dishwasher to be picked up and returned. An insurance claim has been submitted for the customers property damage to the wood cabinets. The Home Depot is asking for more time to allow the customers concerns to be fully address as the status of the appliance has not been made available. This case will remain open until **************** issue has been satisfied.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: ********Initial Complaint
Date:04/19/2023
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 a toilet from Home Depot in Febraury of 2017, It was a glacier Bay toilet, which is a HomeDepot Private Brand, single flush, **** Gallon per flush. the toilet had a lifetime warranty placed on all components, I call to have a part ordered, for the toilet that went bad, a Fill valve, and sent all the pictures that Home Depot/Glacier Bay wanted, they tell me it is going to be **** business days before the parts get ordered. ( Not like a toilet is an important piece of bathroom plumbing.) I get an updated email that the representative placed the order, for a Dual flush fill valve, which will put either 1.1 Gallon per flush or 1.2 gallon per flush, which is not what I have. I try to call them and let them know that the item is the wrong item they are sending, but the representatives I am dealing with get angry with me, and tell me this is the item that I need and this is what I am going to be getting. I advise them that this is not the correct part, and it will not work for the toilet I have. I still get attitude and arguments from them. When calling Customer **********************, they immediately transfer me to the Glacier Bay/HomeDepot Specialists who then tell me this is what they were told to send.Business Response
Date: 04/27/2023
April 27, 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 customer was contacted and offered a gift card to purchase the parts in-store and was advised that purchasing the universal parts in-store will be the quickest option. The customer declined the offer due to being an inconvenience for him to go to the store to make the purchase. The customer was also offered the option to have the parts provided under warranty from the manufacturer which he also denied due to the provided standard eta of 5-7 business days being too long to wait.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 32278529
Kindest Regards,
********************************* |The Home Depot|
Executive Escalations Specialist
Phone: 1-***********************
Fax: **************
Monday -Friday 8am-5pm EST
for Immediate assistance in my absence, please contact *************************** at
*****************************************Customer Answer
Date: 04/27/2023
Complaint: 19957851
I am rejecting this response because: The representative of Home Depot, acts as if after me working a 12 hour shift, I should be able to go into the local Home depot, and go buy my parts and pieces to replace on an item that has been marked with a lifetime warranty. A **** day waiting period of parts for a toilet that is a main staple in a home with two women and a man, who lives there, and having to lean down and turn the water on and wait for the tank to fill after flush, then turn off is an inconvenience. As I said to the representative of Home Depot, I work a 12 hours shift, a 30 minute trip to work, a 30 minute trip back home, which means I am away from home for 13 hours a day, if I were to go to the local Home Depot, that 13 hour day would turn to 14 or 15 hours away from home, and when I am working 6 days a week, I kind of enjoy spending a little time with my family, and not having to make trips to the local Home Improvement store. So, the lifetime warranty does not exist on the items, well it does, but you have to wait **** business days for the items to be delivered, or you can spend money on parts that are covered under warranty, which defeats the purpose of the Lifetime Guarantee. Those were the only options that were given, me to spend my time going to the Home Depot, spending an hour in the store, or waiting **** business days. Not very good options, if you ask me.
Sincerely,
***************************Business Response
Date: 04/28/2023
April 28, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ***************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customers complaint has been documented for upper leadership review and awareness.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 04/28/2023
Complaint: 19957851
I am rejecting this response because:
I try to call to speak with ***************** regarding this issue and I get put in touch with ************** specialist, Her extension is invalid. When her response is The Home Depots ultimate goal is to provide customer ********************** and to fix the issues their customers have, it would seem she would give the current phone number and correct Extension number. I feel that The Home Depot doesn't appreciate customers, or the business that the customers give the Home Depot.
Sincerely,
***************************Business Response
Date: 04/28/2023
April 28, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: ***************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer has been contacted and provided with a Home Depot e gift card in the amount of $35.00 to assist him with his replacement part purchase in-store.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 32278529Initial Complaint
Date:04/19/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a washer and dryer stack online on 18NOV22 and it was originally scheduled for delivery on 10DEC22. 2 days before scheduled delivery it was rescheduled for 22 December. It was delayed again to January 27th, again to February 1st, and on February 15th when it was finally delivered it was damaged and was not installed. So we finally cancelled the order in April after further delays to delivery. I re-ordered a different appliance due to the issues with backorder on April 16th for delivery on April 19th. Again, when they delivered it was damaged and could not be installed. Original order: WP52087117 Second order: WP64207362Business Response
Date: 04/24/2023
April 24, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE:***************************** / BBB Case #: 19957597
Dear *************:
We acknowledge the receipt of the BBB Case #: 19957597
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 this experience. As a customer ********************** gesture and one-time accommodation, the Online team offered compensation in the form of a post-sale markdown, to which the customer accepted. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @*************************).
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. 32278556Customer Answer
Date: 04/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:04/19/2023
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 a kitchenaid refrigerator on 11/21/2021 and purchased a 5-year warranty protection plan to accompany the purchase. The plan is provided and covered by *******, and the payment for the plan was collection and sold by Home Depot. I submitted a claim on 4/17/2023 because our refrigerator is leaking water and starting to cause damage to our floors. The light is also broken inside. I was denied a claim because ******* said that I did not have a plan, even though I provided a receipt. I then followed up with calls to both Home Depot customer ********************** and Asurion. I was escalated and passed to many different people over a few calls. They could not check with home depot to verify my purchase of the fridge and plan. The kept saying there was a refund. Side note - we did get a refund for one of the items from that order. We had a dishwasher that has a warranty issue that I had to file a BBB claim about to get a resolution. We got a refund for the dishwasher and that plan. We also turned around and bought a new dishwasher with that refund and generally love Home Depot. I can see why Home Depot ended their relationship with ******* and use a different insurance provider. I just want to get our fridge fixed and I do not have any more options than to escalate to BBB because I can't get to anyone who will help me. What was the point of the $400 5-year plan? Please help!Business Response
Date: 04/26/2023
April 26, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ************************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online resolutions team has been assisting with this matter and has advised that the customer has been taken care of by our third-party warranty team. They will be further assisting the customer to resolve the issue.
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# ********
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.