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.
- 3,465 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:04/19/2023
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.
We contracted through Home Depot to remodel our bathroom in December who subcontracted to ******************. We signed a contract in the amount of $24,658.00. The bathroom was supposed to be completely gutted, and they stated the work would be completed in 3 days. The project began on 12/2023, and 15 weeks later, we are left with a toilet on shims, an unleveled floor, a scratched tub, a scratched vanity, a crack on the medicine cabinet, and more. On day 3, we halted the project as the build was extremely poor and filed a complaint with Home Depot and ******************. The manager from Home Depot and Total Bath both acknowledged the workmanship was poor and agreed to a 2nd attempt. Weeks later, Total Bath deemed the bathroom complete, and we filed another complaint. This final complaint also consisted of an unprofessional installation of our radiator. ****************** contracted ************************, who came out and leveled the radiator with washers, a *****, and a dime which is irresponsible as it poses injury to family and guests. Home Depot and ****************** came out for final inspection. The toilet was measured, and they recognized it was unleveled by close to of an inch and made a joke about the employee leaving ** 11 cents. Nevertheless, he and the Home Depot representative acknowledged the bathroom needed to be redone and we were asked to determine our next steps. Days later, I received a call from Home Depot in which I shared I did not feel comfortable with ****************** coming into our home a third time and lost faith in Home Depot. I asked for reimbursement as I contacted other agencies for quotes, and the cost was the same to redo the bathroom. One week after that, I received a call from Home Depot, who stated abruptly and without an opportunity to negotiate that they would reimburse a measly $3,600.00. This is insulting and deplorable. The evidence of inept work and unprofessionalism has been captured in pictures, video, and emails.
Business Response
Date: 04/28/2023
April 28, 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 given an offer of redoing parts of the bathroom (to accommodate the customer) or a refund of $3,600. The customer refused to let the installer back to make the changes to the parts of the remodel that they were not happy with. The care team sent a denial as the customer refused the offer of $3,600 and demanded a full refund of $24,658.
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: 32278533Customer Answer
Date: 05/04/2023
Complaint: 19957167
I am rejecting this response because I was told by the District Manager ******* to provide options and Home Depot would make a determination. HomeDepot was what I would call a bully, because when they came back with their response of $3,600.00 as a final offer. I asked if there was opportunities to negotiate and the response was a harsh no. I expressed my disgust at the time and was in complete shock that such a large company would treat customers that way. The purchase was over $24,000 which is not a small purchase. Therefore, place yourselves in our shoes, we began the project in December and they did not prioritize or accomadate the 2nd time around, knowing we had just one bathroom in the home and the project ended up being finished in March. Meanwhile, we lived with an incomplete bathroom, we took time off from work to be present, had to spend money on a hotel and on food and purchased barriers for our home, so we weren't breathing dust and could maintain somewhat of a normal living conditions with our young children while they dragged their feet. This total cost was over $1,000.00. Now they were asking ** to have them come out for a third time after such a horrendous experience, which is why we did not want to go through this again. They proved twice they incompetence and we could not trust that the work would be completed effectively in a reasonable amount of time. Therefore, it would be reasonable for ** to ask for a refund, or for homedepot find another provider to do the work if they truly valued ** as customers. At this point we still have an incomplete bathroom, a toilet that is leaning and unleveled by 3/4 of an inch and continously running water, a window that we can't put shades up, a vanity and sink that was damaged and an unleveled floor and HomeDepot thought it was reasonable and acceptable to offer $3,600.00. Not to mention when the manager came to our home, she arrived with her family who waited in the car and once they finished "inspection" the Total Bath provider and the family socialized a bit in front of our home so the professionalism and privacy of our home was not respected. At the end of the day, our bathroom needs to be redone. We've consulted other companies who have estimated the cost to be over $20,000.00 and we are asking to be restored to our original state where we were not damaged financially by HomeDepot and ****************** because at this point we are left with an incomplete bathroom, a loan for over $20,000 and a need to do our bathroom with expected cost of over $20,000.00. HomeDepot is responsible and should be providing ** with options. To simply offer $3,600.00 for all we've experienced is unacceptable especially when we came out of pocket over $1000.00. We want either the money returned to the loan or for HomeDepot to find another provider to complete the work or to be present while the work is completed if ****************** needed to return. Nevertheless it's extremely challenging to be in this position and no one should experience this.
Sincerely,
***********************Business Response
Date: 05/10/2023
May 10, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE : ***********************/Complaint file # ********
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 customers request has been denied and a letter has been sent informing the customer of the terms of the denial. At this time we will not be able to honor the customers request.
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.
Order Number: WP60661564 I ordered ************** on March 2, 2023. Scheduled for delivery on the following week. They didn't deliver and reschedule the delivery. Then they brought the item and but didn't install it. Home depot customer ********************** didn't have any information. Then i scheduled gain for following week, same story. brought the product but didn't install again. Again scheduled 3rd time. same thing. The delivery guys doesn't want to take it to 2nd level and install it. I called Home depot in ****** at least 10 times, no responsible answer from them. I spent some much time and effort for install it but no success. Then called them for cancel it on Apr 5th 2023. They have refunded only $350.89, but I paid $1,828.53. I don't know how to proceed further. Please help with getting my full refund and compensation for my time, effort , stress and pain. ThanksBusiness Response
Date: 04/27/2023
April 27, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 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 refunded the customer for the laundry ********************** and was provided a gift card for the inconvenience. The Home Depot considers this matter to be 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 should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: 32288639Initial 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.
On 04/12/2023 i placed an online order for 2 Lido polished brass exterior entry door handles with a single cylinder deadbolt combo pack with smart key. The shipment arrived on 04/14/2023 but only contained 1 combo pack. I paid $59.97 per combo pack totaling $129.84 with the tax included. Called Home Depot several times to get this missing item or have them refund for one of the combo pack, but have been getting the run around on how they are investigating the order and will be in touch. It's 04/19/2023 and i stilll have not received any resolution for this missing item. It shouldn't be this difficult to resolve, either send the missing item or refund my account for the missing item. Definitely won't be ordering online from the *******, ** store anymore. Order details:Case #******** Order #WP63901828 Internet #********* Store SKU #****** Qty: 2 Amount paid: $129.84Business Response
Date: 04/26/2023
April 26, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *****************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer to further assist. The customer was issued a refund of $64.92 as a one-time courtesy.
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: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 bought a faucet online and it was missing a little thing so i went to the store to exchange it within a month and the woman said they dont have those faucets in the store and suggested i return it and reorder online. Because the paypal account i used online - is a closed account i suggested she gives me a store credit that i can use for anothet faucet. I am now stuck with that store credit becayse apparently store credits can not be used for online purchases. Okay , i called some stores trying to find the faucet i need and none of the stores have any faucets. They all keep telling me we have very few left and nothinv in gold color -go online. But one store said we might have one. So i said great- please put it on hold. My relative will come and get it. The store said they dont put it on hold unless i pay and they dont accept store credits on the phone. But im on disability now. So i said okay my relative will go now and buy it but they again said - i have to be in store in person in order to use the store credit. But i cant. I dont drive. My relative has a pick up truck that i can not sit in ( im disabled) and i called again the store and suggested i send my drivet lic and can be on the phone when he is paying video etc . But they all say i need to b in person. And im not even sure that one only left in stock out of all 5 stores in bergen county ** faucet will b there if at some point i take a cab that will b 50$ roundtrip. If only tgat woman when i was returning told me that i will not b able to buy anything online with the store credit i would ve kept that original faucet. I can get a notary paper for my relative but i need another solution here. And the store credit doesnt even say i can not use it online.Business Response
Date: 05/15/2023
May 15, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** *****
RE: *********************/ BBB Complaint #********
Dear ****************,
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 carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot reissued the gift card as an e-gift card.
With this 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,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 05/15/2023
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: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 got an Overhead Garage Rack as a gift. Went to put it up and realized it won't fit in the area. I don't have a receipt so I contacted customer care to see if I can get store ********************** and even gave them the item number. They said it'd be up to the store. My wife called the local Home Depot location in Grove City on 4/15. The lady on the phone worked at customer ********************** and she said since it's our first time returning an item without a receipt, she said they'll give you a warning and issue you store credit. The next day, 4/16, we were able to squeeze it in our vehicle and drove it to the Grove City location. The young girl working customer ********************** wouldn't accept our item because it was over $50. But the lady the day before knew the item was about $165 and told us to bring it in. We asked to speak to a manager. The young girl called for a manager and the manager refused to speak with us. The girl said there was nothing we could do. But insisted on contacting the person that got it for us and ask for their credit card number. Really? Not asking someone credit card number. So I left to put the item back in the car. The young girl must have thought my wife walked out with me because she turned to some associates and started bashing my wife. My wife went off on her and almost made her cry but the punk kid deserved it. Home Depot needs to get their staff better trained. Just wasted my time. I'd like to receive store credit for this item. I'm on the fence to drive 5 min farther to lowes and start buying from them. Model#:ACR3296W-P Sku#:1004923076 Internet#:311901450Business Response
Date: 04/25/2023
April 25th, 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. We have provided clarity as to the denied in store return along with ensuing Mr. *** ***************** received a refund for the gifted item.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
The Home Depot ************** Executive Escalations Team
Case: 32274044Customer Answer
Date: 05/01/2023
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.**** was very helpful and very nice. Best customer ********************** of any business. Definitely exceeded my expectations. Thank you.
Sincerely,
***************************Initial Complaint
Date:04/18/2023
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 have a rental home at *******************************************************. I purchased a gas stove from Home Depot, specifically because they offered shipping, installation and haul away of the old appliance. Since I do not live near the home, this was an option that was the deciding factor to purchase from Home Depot. I paid for all of the required parts (that is required for professional installation (because they won't use used parts) and paid the installation and haul away fee. The stove was delivered, but Home Depot only dropped off the stove. I found out from my clients that they did not install the new stove or haul away the old stove. The clients had already taken a day off from work to ensure they could be there to sign for the new stove and ensure they had a working stove. I called customer ********************** and after an hour of conversation they only agreed to refund $21 for installation and reschedule haul away. We rescheduled haul away for ********, but my tenants have to be there to sign for it, so they have to spend another day off from work to ensure they are there to get the stove properly picked up. I also had to hire a handyman to install the stove since the soonest home depot would send someone out was a week later and the clients had already waited almost a week for the original installation. Due to the overwhelming inconvenience, having to stay home an extra day and having to pay a handyman for stove installation, I feel that Home Depot should offer a reasonable discount off the total sale to act in good faith and make the situation resloved for both the landlord and tenants.Business Response
Date: 04/21/2023
April 21, 2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ************************* / BBB Case #********
Dear Ms. ************************ acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Experience with our company.
Home Depot online department has communicated with customer. They spoke with customer and offered Home ********************** Egift card, customer accepted this compensation as resolution.
With that being said, The Home Depot has addressed the customers concern and consider this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
**-32266351Initial Complaint
Date:04/18/2023
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.
Purchased this online. Umbrella was poorly assembled and the rope attached to crank it open was simply improperly tied and immediately broke. The umbrella was never used. It is in brand new condition. This was a simple manufacturing mistake that could have easily been repaired however instead Home Depot simply refused to repair/replace. It was ordered April 6, 2022 and took 4 weeks to arrive. Conveniently they are claiming g it is beyond their 1 year warranty. I have shipping label copy as well.Business Response
Date: 04/28/2023
April 28, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 3030
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 while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have contacted ******************** and offer her an electronic gift card from the Home Depot for $419.59 as a form of compensation for her defective ************** and she has accepted.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this 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 contact me if you have any questions.
Sincerely,
***** T Hodge
Executive Escalations
Phone: ***********************
Fax: ************
**: 32266933Initial Complaint
Date:04/18/2023
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.
March 30 I purchased and ** tower washer and dryer. Purchased item cost $2,362.92. The item was set to deliver 4 days later. It came to my home unloaded in the middle of the street to check for damages and it had a huge dent in the item. I didnt receive it. The guy told me to request another one. I did before the guy could leave. Home Depot gave me another delivery date. The day before I had a missed call. I returned call to find out it would be deliver and needed to be pushed out again 2 more weeks. I initially requested a refund. They said that they could get it sooner and that the request had not gone through. This past Friday I received a call the day before delivery saying it did not deliver. So I called once again and the lady reported that it was canceled on LGs side not their it still showing delivery. They told me to call yesterday but I work. I called today to make sure order is canceled since on Friday they were not sure. Today they were still unsure. I said I want my money back. Then they mentioned it wont be returned until item is returned. I never received it. Never accepted delivery. All calls are recorded per Will ***** with resolutions center. He said it wa my fault it was all messed up since I canceled order. I explained to him that had she not promised an earlier delivery date this order would have been canceled. Confirmation number for complaint issued with **** depot he said he was checking for fraud with vendor. 86894462.Original order number is H3904-232295.Business Response
Date: 04/24/2023
April 24th, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******,** 30303
RE: ****** and **********************; / 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 ** Appliances ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team will has assisted **************** with their appliance order H3904-232295.
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#: 32273988Initial Complaint
Date:04/18/2023
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.
Purchased item Maytag Dryer Rack for 29 in. (Store SKU # **********) on April 1st order# WB42035243, it arrived broken. Called and asked "If I place another order of same item can they make sure that the item gets some packing materials in the box, because it slides around inside box and snaps the plastic legs." I was told that it would be done so and they also said they will ship with other carrier to be safe. So I placed another order # CP63738255. It arrived today in same condition, broken with no packing inside box. 18 days have now passed with no dryer rack, and we have to return item again. We have had to drive twice to the store to return. I will be ordering from a place that will care enough to put a little bubble wrap to save $67 x2.Business Response
Date: 04/21/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: *************************** / BBB Case #********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ****************** regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Online Executive Escalation Team have reviewed the customer's complaint and are collaborating on the best possible solution to address the customer's concerns. ********************** Online Executive Escalation Team has spoken to the customer and informed him that we will reach out to Maytag to inform them of the packaging issue. The customer informed us he has purchased the dryer rack somewhere else, and we provided him a $50.00 gift card for his experience. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
****************** | **********************
Executive Escalations Specialist
Phone: *************************
Fax: **************Initial Complaint
Date:04/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a Package Center Supervisor for *** in ************. We have a customer who has filed a claim with us regarding a return they are trying to make to Home Depot. This customer purchased a Somerset 70 in. Electric Fireplace, which shipped out in two boxes. Upon receipt, the purchased item was broken. They filed a return with Home Depot (Return Authorization Number: ********), and Home Depot only provided them with one call tag/return label- for two boxes. I called customer **********************, but they stated that they could not generate a second label. *** needs to be able to pick up both parcels, but again, we were only sent one label for two boxes. We are requesting that a second call tag/return label is generated. Tracking number: 1Z87557E7892245209.Business Response
Date: 04/24/2023
April 24,2023
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 customer may have experienced with their purchase s from our store.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations advised we used *** tracking number 1Z87557E7892245209 to locate customer, ******************************* order number CP63376776. We verified return was created for 1 box creating 1 *** label. We canceled return and created new return for 2 boxes and 2 *** labels, 1Z87557E7893314687 and 1Z87557E7890936476.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this 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 contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number 32266971
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