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:04/18/2023
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.
Bought a product because the company said it came with a warranty and then would not honor the warranty or refund. Scammed me into buying a product.
Business Response
Date: 05/01/2023
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 order H4408-170943 for flooring materials.
The Home Depot has reviewed this case and reached out to all parties involved.The manufacturer hired an independent contractor that came to the home to inspect the floor. They provided a report on their findings denying the claims.We have reached out to the customer to over the report, product *****************************, the warranty and cleaning instructions. Currently we are discussing a one-time courtesy for the inconvenience. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for 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.
Sincere regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 32213597Customer Answer
Date: 05/01/2023
Complaint: 19952671
I am rejecting this response because:
Sincerely,
***************************Business Response
Date: 05/02/2023
May 2, 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 order H4408-170943 for flooring materials.
The Home Depot has reviewed this case and reached out to all parties involved. As previously stated, the manufacturer hired an independent contractor that came to the home to inspect the floor. They provided a report on their findings denying the claims; Over-tapping,maintenance and cleaning were the reasons the claim was denied. We had reached out to the customer to go over the report, product *****************************, the warranty and cleaning instructions. We have offered the customer a partial refund as a one-time courtesy for the inconvenience. With that said, The Home Depot has addressed our customers complaint and considers this matter resolved. Please see attached report with photos.
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.
Sincere regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Customer Answer
Date: 05/02/2023
Complaint: 19952671
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
Date:04/18/2023
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 used Home Depot to order kitchen cabinets and have them professionally installed. The ordering process was fine. I have an issue with the substandard install. Parts and processes were not ordered correctly. The subcontractor blamed this on the design team, and the design team took the responsibility to get it fixed. The subcontractor took responsibility for the fact that the install is off center and not square in spots. He also took a piece of trim off the cabinets which has left exposed nails. The cabinets were also "modified" by the install team to fit on top of 1/4 inch of *********** makes it very difficult to have the floors redone. As a matter of fact the subcontractor that was used for the cabinets is also the sub for the floors. He said that he would not do the floors with the cabinets installed like that. My question then is why did you install the cabinets that way, if you knew it was wrong. So I guess that part is my fault, because I did not specify that I did not want the cabinets installed on the tile. I was also charged by the subcontractor for more than $700 of electrical work that wasn't needed. So I am looking for a prompt refund of the money owed. I have provided pictures of the install and damage to the cabinets. Everybody has now stopped communicating with me. No emails. No phone calls, unless I call them. Empty words and promises. I also have countertops awaiting install until the cabinet situation is resolved. I want my kitchen back. DO SOMETHING HOME DEPOT!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 has been contacted by the ****************** team. The service provider confirmed that all that remains is one skin and one piece of filler to complete the project. The customer's order will be expedited as much as possible.
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: 32266474Customer Answer
Date: 05/02/2023
Good morning,
The install team did come back and fix the original issues. I am not prepared to close my complaint for 2 reasons.
1. We are still waiting for the correct parts to build out the corner cabinet. This could take 2 weeks to get in, plus install time. I would like to wait until the job is 100% finished.
2. I am still owed a refund for electrical work that was prepaid but not needed.
Thank you,
*****************************
Business Response
Date: 05/08/2023
May 8, 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 parts have been ordered. Once the order is received the customers repair appointment will be scheduled.
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: 05/12/2023
Good morning,
I am aware of the parts being ordered. Your kitchen design team has been wonderful to work with. I am mostly concerned with, and have conveniently not heard a response about, the money owed to me for electrical work that was not needed or performed. Very specifically I was charged ahead of time to move a microwave outlet and box an outlet under the sink. I was told if this was not needed that I would receive a refund. Both of these things were not needed and now would like my refund. The compliance person for the subcontractor will not return phone calls, and every response through BBB seems to not address it.
This is getting ridiculous,
*****
Business Response
Date: 05/18/2023
May 18, 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 installation team confirmed that after communication with the customer the outlet for the sink was completed as well as the outlet for the microwave. Both have been completed and there will be no refund.
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: 32266474Customer Answer
Date: 05/22/2023
Good morning,
I appreciate your firmness in your previous response. I want you to remember that I am only asking you to fix your own mistakes. This is still not finished it has been months. In regards to the electrical work, if you want to come over to my house I can show you the "supposed" electrical work that was done. If you want me to provide pictures (understand that I have had to provide everything throughout this whole process) I will not. It will cost me more money than I am pursuing to have the microwave and cabinet pulled off the wall to prove that there was no work done. No whole cut, no whole patched and no outlet moved. I will pursue this through the *** and see where that gets me. I do finally have the parts to complete this job. I would like for the sub to come over ASAP to finish correcting the mistakes that were made. Understand that this went from me just trying to get my cabinet job finished, to only communicating through the BBB. This is a masterclass in poor customer **********************, and I hope that you all can learn from this. I will most likely not receive a refund, but I will go out off my way to not shop at Home Depot ever again. This will cost you tens of thousands more than my little $700 refund. Thanks for all your help (said with *******).
Please finish the job and get out of my life,
*****
Business Response
Date: 05/27/2023
May 27, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
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 customer was contacted by the ****************** team who provided the following update.
We spoke with the customer, and he is not willing to complete the skin and filler that is not part of the original design. The designer ***** told him that it was his (******) mistake and Metro will get it done. We have sent him a change order for this and a change order refunding the approx. $700.00 for the electrical.
We asked ***** what he thought should have happened with the electrical and he could not answer. We explained that the outlet in the sink base needed to be ran there because the electrical comes from the wall and the sink base is on the peninsula.
The outlet for the microwave was installed new because there was no previous outlet. The customer did not understand and stated he will not stop fighting with HD until he gets his money back.
We sent the change order, and we are trying to schedule the service to install the remaining parts. If the customer is unwilling to allow this work panel to work, we will have to have another game plan. Metro has agreed to the electrical refund (and chargeback) even though the disputed work has been performed.
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: 05/30/2023
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:04/18/2023
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 placed an order with HD on 4/12/23 - WB42896606. This order has been inexplicably and repeatedly split between stores for items that are listed in stock. I've been told by multiple different parties that items are in stock to be delivered only to be later called back and told that the item is not actually in stock (despite website showing it in stock at that location) and the deliveries have been repeatedly pushed out, after paying for a scheduled delivery window. I've been in contact with at least 5 different people throughout this process, each of whom has given me a different story and promised to rectify the issue. Most recently, I was told that the items I ordered were to be delivered this morning and again, 2 of the items were inexplicably split off the order and rescheduled for delivery on a completely different day without my authorization. The delivery was originally scheduled for last Friday, then was pushed to this Tuesday, then was split between this Tuesday and This Friday, now has been partially delivered as of Tuesday, with the balance delivered on Saturday. Nobody seems to know whats going on. I'm now being promised that the remaining items will be delivered tomorrow (Wednesday) but nobody can provide me an actual time for the delivery. I need to know what is actually going on here and what the failure in the process is as if these items are not delivered in the AM tomorrow I will be forced to rent my own truck and purchase the remaining items from a different supply house and I want Home Depot to reimburse me for that if this is what happens. There is absolutely no excuse for the complete and utter mess I've experienced with this order and I will likely never order a Home Depot delivery again as a result.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 *** 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 offered a gift card in the amount of $150 and a refund for $218.21. The customer accepted the gift card offer and was advised to allow 3-5 business days for the refund to post. The customer was also refunded the $99.00 delivery fee from the store level. The customer responded via email to advise his purchase was to be an expressed delivery and would like to know why his order was tampered with by someone at the Home Depot. We advised, we certainly apologize the store encountered an inventory issue causing a delay and inconvenience for the last two items (9/16 in. x 3-1/4 in. Primed Finger Jointed Pine Moulding Pro-Pack Base Moulding (10-Pieces)), (32 in. x 80 in. No Panel Primed Smooth Flush Hardboard Hollow Core Composite Interior Door Slab with Bore). It is our goal to meet our expected ETAs provided the best we can,although we can sometimes encounter inventory issues that *** result in unexpected delays. We thank you for bringing this matter to our attention, and we appreciate your patience and understanding. We also provided the customer screenshots of the purchase providing a breakdown of the two separate deliveries. We responded via email to the customer providing a breakdown on the split delivery STH/BODFS (deliver from store).
A supervisor contacted the customer and apologized for the experience with our local stores and for the unfortunate tenor of his conversations with our team. The customer was offered another gift card in the amount of $45 to assist him with his bathroom remodeling project which the customer accepted.
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: 32266673Initial Complaint
Date:04/18/2023
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.
Date of purchase was November 27, 2022 and it was delivered on December 8, 2022. A Whirlpool dishwasher was purchased for me by my mother and she spent $1,135.78, including installation, and a 5-Year protection plan. We were supposed to receive a Whirlpool dishwasher but a Maytag dishwasher was delivered. My husband and I were unaware of the mixup until the dishwasher broke in January. Since we received the dishwasher, it was leaking, and actually flooded our basement at one point.Once the dishwasher broke, and we pulled out the paperwork, we realized the wrong dishwasher was delivered from the start. We have had several calls, and emails with no resolution to them replacing our dishwasher for us. My husband has made several attempts via both phone and email and I've made one attempt via email and several via phone. We keep getting the run-around and nobody is willing to help us replace this dishwasher. The dishwasher has been paid in full by my mother already, and it's money wasted as I still have a broken dishwasher hooked up in my kitchen. Order #WE10546121Business Response
Date: 04/26/2023
April 26, 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 the customer has been contacted and informed the wrong appliance was delivered, and that we are sending a replacement dishwasher due to the issue being the fault of Home Depot
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 ********Customer Answer
Date: 04/26/2023
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:04/18/2023
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 received a letter from Home Depot in November 2022. The letter stated that I have unclaimed property of $1000 for a settlement. I mailed the signed letter to the address on the letter stating that I have not received the funds. To date, I have not received the status. I have called many times and ** told that there is no way to speak to anyone in unclaimed property. I have to use an email. I have sent a couple emails and receive the same automatic response: Thank you for contacting The Home Depot ****************************** Home Depot customers may receive a letter informing them that Home Depot has money due to them. These letters are required by state law. The money due may be the result of a check that was issued (Refund/Rebate or Payroll) to the customer that was never cashed. The check could be between 1 3 years old. To minimize inconvenience and delay in returning the money, the customer MUST take action by the date indicated on the letter OR the check will be escheated to claim from the state. The customer must: ********** requestors: Please email a copy of your letter stating if you would like to recieve your funds, and confirm your correct address. All other states, Please check the appropriate box on the letter and sign the letter; and email the letter ******************************************** I am concerned that I am unable to contact anyone regarding this settlement. Can you please help to resolve this issue? If I am due money, I should receive it. I dont know why I cannot get a response. Thank you.Business Response
Date: 05/05/2023
May 5, 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 customers funds have been escalated in the *************. The customer has completed the appropriate paperwork to receive her funds.
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: 32266447Customer Answer
Date: 05/05/2023
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:04/18/2023
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 an appliance with installation from Home Depot and along with other installation problems my floor was scratched. Immediately called Home Depot and had to speak to several agents before finally being able to file a claim. Was put in touch with their insurance company ******** and in order to fix my floor they wanted me to get estimates. All contractors and repair companies said they could not repair it and the floor would need to be replaced. ******** then said they couldn't handle this case and I had to work with the intallation company's insurance carrier. I have been unsuccessful in reaching them through phone or email and am not getting anywhere in close to a year. Followed back up with Home Depot customer care and they just forward me to Sedgwick. The whole experience has been frustrating to say the least.Business Response
Date: 04/21/2023
April 21, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
Re: *****************/ BBB Case ID #********
Dear **************,
We acknowledge the receipt of the BBB Case ID #********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her appliance delivery damage.
Home Depot has carefully reviewed this matter and offers the following response. Online Executive Escalations Specialist *************************** contacted customer on 4/20/23 via email and provided the number to the delivery agent to continue their claim and to provide documentation for the estimates on their flooring repair.
With that being said, The Home Depot considers this matter closed.
Please know that The Home Depots goal is to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
Mrs. **********************;
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. ***** in my absence.
SF Case# ********Customer Answer
Date: 04/21/2023
Complaint: 19951843
I am rejecting this response because:Have been through this route before and they didnt want the estimates I had because all contractors said it needed to be replaced. Am willing to try again with same company but want to keep this open in case the outcome is still the same.
Sincerely,
*****************Business Response
Date: 04/27/2023
April 27, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
Re: *****************/ BBB Case ID #********
Dear **************,
We acknowledge the receipt of the BBB Case ID #********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her appliance delivery damage.
Home Depot has carefully reviewed this matter and offers the following response. As previously stated, Online Executive Escalations Specialist *************************** contacted customer on 4/20/23 via email and provided the number to the delivery agent to continue their claim and to provide documentation for the estimates on their flooring repair. Customer was advised their case would be closed. Customer was also advised their claim and issue is with the delivery company and was provided all information to continue their claim.
With that being said, The Home Depot considers this matter closed.
Please know that The Home Depots goal is to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
Mrs. **********************;
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. ***** in my absence.
SF Case# ********Customer Answer
Date: 04/27/2023
Complaint: 19951843
I am rejecting this response because:Home Depot is asking me to go the same route Ive been through for almost a year now in working with companies theyve contracted with. I said I was willing to try it again but the whole point of me asking Home Depot to step in was because I needed help finding an acceptable resolution. I am Home Depots customer and not the delivery companys customer. To say that I have just been forwarded to Home Depots delivery contract company doesnt make sense. Again, I am Home Depots customer which is getting lost here.
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 purchase a GE washer and dryer online for ******** the delivery date was suppose to be March 17, 2023 I waited for them no one showed up because the day before I call and was given an delivery time of 2-6 pm. about 5 I went to store to figure out what's going I was told they came and I was not home I explain to Home Depot worker that I was home waiting. on March 21, 2023 I noticed that lights on washer didn't come on so I called the 1 800 number and report it .Wednesday March 22, 2023 I went to wash load of clothes and washing machine started shaking and making loud noise On that Saturday when the tech guy came he saw washing shaking and making loud noise. On Saturday April 15, 2023 I received another washer on Sunday I went to wash a load of clothes and it started do the same thing that other washer was doing. So I called the 1 800 number and report it. I ask if switch to different type of washer and dryer or I could get a refund,., now I am being told they wont accept the dryer back I explained to ******** in executive escalation department all I wont its a different style of washer and dryer of refund she refuse to answer my call so I have to e-mail her along to be told that they will not accept dryer back I explained to her why would I spend that kind of money for mismatch set.Business Response
Date: 04/28/2023
April 28, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & 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 investigated this matter and contacted our customer and the store. A pickup is scheduled on May 6th, 2023, for both appliances. We will then confirm pick up and follow up with our customer to process the refunds.
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: 32267024Initial 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.
Dates of Flooring Installation on 9.22.2022 and 9.29.2022 Extra material was purchase for leveling and molding. Leveling was not completed on bottom level which the flooring not attached. Upstair floors are squeaky. Possibly because the material was placed properly or needed additional materials. Shoe molding is not attached or missing. Master Bathtub still has material left from leveling mix. Purchased additional moulding that was requested by installers. Home Depot had ready but they left the job incomplete the 1st day. Pressuring me to sign a document(waiver). I spoke with ******,Customer ********************** Specialist throughout the day. In addition, I was asked to run after the installers as they left my home. Leveling material and labor was purchased for over $1,800. ******************* removed one bag of leveling materials that I purchased, stating that belongs to him. I would like to be reimbursed for the square footage of the foyer that was not leveled and the materialtaken from my property. My flooring installation was not a thoughtful process for these installers and Project Manager. No instructions were provided to them nor did the Project Manager have them on the 2nd visit. He questioned me about Carpet removal, and stated, "Heck No we are not doing that" when I inquired about the extra molding and the stair well area that was left with old molding. In addition, Fire Alarms fell from the walls and not reinstalled. ******************* stated well I guess the ********* did a horrible job. Well, I could say the same thing regarding my experience. The items removed from my home and placed on patio was not brought back indoors by the company. I am seeking reimbursement for the following: tub to be cleaned of grout left, molding to be installed and labor cost for leveling that was not completed, scrap vinyl flooring(1st day installers left for me 2nd day. ******************* took away stating it was scrap and leveling product that was removed from my property.Business Response
Date: 04/26/2023
April 26, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
RE: Ganese Banks / 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 investigated this matter and have been in contact with our customer. She had already been refunded for the product returned and we have confirmed a scheduled site visit to discuss the remaining items on May 11. This matter is not considered closed and we will provide a final update after the visit.
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: ********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.
In 2017 we purchased part of fence to be installed. Then in 2018 we purchased the rest of the fence which was installed in May/June 2018. Total cost approximately $8,000. On March 27, 2023 after inclement weather four 8 ft sections of our fence fell over onto neighbors downspout and cracked it (which we already repaired). After contacting the home depot I was given a claim # ******** and the sub contractor that installed the fence, *********** ************** contacted me and I sent photos of the damage. *********** ************* did not communicate very effectively and after a week or so sent the owner *************** out to our house to look at it. ********** deemed the damage was due to "defective / rotted posts". He took no pictures but said he had to go back to corporate to discuss what could be done. After chasing *********** ************** they indicated the posts were covered under warranty but the LABOR to INSTALL them WAS NOT. I contacted the Home Depot to ask them to cover the installation as the fence would not have failed if the posts were not defective. Home Depot indicated the district manager would contact me. As of this date I have not heard ANYTHING from Home Depot. I made 2 attempts and each time the rep said she would reach out again to the district Manager. Over the course of the last 3 weeks I have had 3 different points of contact at the home depot with no resolution and a broken fence. *********** fence offered to replace the posts (5 in total) and offer a discounted rate for installation in an email I was COPIED on. I have reached out now 3 times to *********** fence for a quote and have received NOTHING. Neither company is providing a resolution. I will also be filing a complaint on *********** Fence. I paid a lot of money for product / service that failed due to defective materials and it should be taken care of by those companies. I am very frustrated with the lack of communication and resolve.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 service *********** Fence/Fence One, has agreed to the labor portion of the replacement at a reduced price of $1,200. HD, as a one-time, courtesy/goodwill gesture, has agreed to cover the $1,200 contingent on a signed settlement and release agreement (without warranty) for the repair work. The customer has signed and agreed to the terms of the agreement.
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:04/18/2023
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.
My experience with associates of THD has generally been pleasant and respectful until my recent encounter with one of the customer ********************** agents (************ with agent number ***** , a Private Brand Specialist).I reached out for warranty on a faucet I initially purchased in March 2018. **** was assigned to the case # ********. To my shock, **** disrespected me and accused me of lying in the 2 separate calls we had. I can never understand how a supposed customer ********************** rep can demean his customer this much, whilst laughing on the call even when I try to provide clarification.For example, in our initial call, he had requested I send pictures of the faucet to him so he could look up the *** number. He asked for my email which I provided to him so he could send me a blank message I could respond to with the pictures. I didn't receive the message he sent to my email and then gave him another of my email addresses to use instead. Both addresses I gave him are connected to the same yahoo account (a feature he is ignorant about). Eventually the second message he sent arrived and I responded twice using both email addresses I had provided just to make sure he received my response. **** received both responses from the two different email addresses and then proceeded to accusing me of LYING to him about not receiving his initial email (why would I lie about this?). I tried to explain the yahoo feature that allows one to receive an email on an address and reply using another addresses, instead he was laughing at me in a mocking way. I felt so embarrassed and at loss of words for this behavior.On the second call today, I had located what I believed was the receipt for the initial purchase which I sent to him for review, and yet again, he proceeded to laugh at me and accuse me of lying. When I expressed my displeasure at his behavior, he hung up the phone on me. This left me in shock that an associate of THD will behave in manner.I am so pained to be treated this way.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 confirmed that he has already purchased a new faucet. The customer expressed that his complaint was more about how he was treated when he called in for assistance and is no longer in need of parts. As a customer ********************** gesture, the customer was provided with reimbursement for his faucet. The customer accepted the offer and was provided with an accommodation letter. Once the customers signed letter is received. We will continue with the refund process.
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: 32266516
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
*****************************************
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