Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11,847 total complaints in the last 3 years.
- 3,454 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:04/17/2023
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.
This Order # WP62199438 was placed weeks ago and each day prior to delivery date the delivery date was changed without any letting the customer know about it. This was changed 3 times in a two week span.I got a call from your delivery company saying that the order is on the truck and will show up between 10 and 2 the following day. The following day I get a call at 10:30 or so from your freight delivery company again and this time they were apologizing and said they have lost my order and are trying to track it . Hard to believe that the same person last night had said the items were on the truck for next day delivery. I call Home Depot and they sent me to your resolution **** or something like that and the lady on the phone precedes to cancel my order immediately without getting my permission and tells me they cannot find order and it is easier to cancel and reorder which is not true. I have already waited for this order for weeks and now Home Depot ignores the custome which is me and makes a decision for me that literally makes it worse for me. So I have to order again and so I place this order Order # WP63342785) and here we go again weeks later again where the day prior to scheduled arrival the time gets changed again. Now two order and I am not getting anywhere. Date was changed on this order multiple times again. who is going to pay for a total of 10 phone calls to Home Depot and each call lasting at least one hour and the fact that I paid a Handiman to show up to install all of these closets that never showed up. I am out $800 to the handyman and all the time and I have waisted. This morning I chat with Home Depot and they tell me it is still in *******. What the h*** is going on.
Business Response
Date: 04/25/2023
April 25, 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 *** have experienced regarding their Experience with our company.
Home Depot online department has communicated with customer. Online Depart advised we will take ownership for the product and delivery delay as we are not responsible for the cost of contractors, plumbers,electricians, etc.
Customer was advised that *** discuss additional compensation upon the delivery being completed.
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
Customer Answer
Date: 05/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. While I am glad Home Depot stepped up and responded somewhat positively to this claim. At this time I really do not see any improvements going to be made with there delivery companies. This is where most of the problem is. How can a delivery company call me the previous night and tell me that my order is on the truck to be scheduled to be delivered the next morning and then get a call from delivery company that they lost my order. I did not appreciate Home Depot employee making a decision to cancel my product without my permission which is illegal to do.So Again I glad Home Depot stepped up and tried to minimize this but from my end having to place an order twice and have it finally arrive almost 3 months later for a product that was in stock in *******. A total of 13 phone calls had to be made to Home Depot and each one lasting at least an hour.
This is not efficiency on Home Depots part especially when the person barring the brunt of the lost time is the Customer.
I am just glad this nightmare is over but it will take a lot of improvement on Home Depots,s part to get me be back as a customer especially for any big ticket item.
Thanks for the BBB help on this matter and some thanks to the Home Depot corporate employee who at least made some attempts to defuse this Monster Mess.
Sincerely,
*********************Initial Complaint
Date:04/17/2023
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 bought carpet from home depot. and had it installed on Monday February 20, 2023 and it has been a nightmare from then on . The installers that they used not only disrespected my wife to be (making her cry) but also damaged the ceiling to one of the rooms. Then to top it off they didn't even lay the carpet down right . There were seems and the carpet wasn't flush to the wall. I submitted pictures as well as the company coming to our house to inspect the damage. The company USIG is the worst company I had to deal with. It took 3 additional visits to get the carpet right , costing me to take off from work. Home Depot promised from there customer care that this would be fixed and that the money spent to repair the ceiling would be sent to us, by April 7 *****. To this day it has not been sent. We spoke to a supervisor ****** and a agent named ***** who have not returned phone calls. When you call Home Depot they also refuse to put on mangers. Let them listen to there calls or they can listen to mine for prove. I am giving upper management this last chance to call us and take care of damages . My number ************.Business Response
Date: 04/25/2023
Tell us why here...April 25, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: ********************* / BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their carpet installation with our company.
The Home Depot has reviewed this case and reached out to all parties involved. On April 24th we called and spoke with Mr. ********************* regarding order #H1272-174564. At this time, we offered the customer compensation and ************ accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, we have addressed the customers concerns and consider this matter resolved . Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: 32265993Initial Complaint
Date:04/17/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I Purchased material online thru Home Depot online with delivery. several days later the day it was coming they called and told me it wasnt the correct material then the truck showed up with the incorrect material I refused the shipment. Now they are unwilling to give me the lumber I need for the price I purchased it for or give me anything more than a 10% discount on the roughly 3 times as much closest product after hours of calls and on hold .Business Response
Date: 05/01/2023
May 1, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************************************** / BBB Compliant # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent delivery.
The Home Depot has reviewed this case and reached out to all parties involved. On April 30th we called and spoke with ******************************************* regarding order #CP63917213. At this time, ******************** acknowledged that all items were delivered successfully.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @*************************).
With that being said, we have addressed the customers concerns and consider this matter resolved . Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********Customer 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.
Sincerely,
***************************************Initial Complaint
Date:04/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a patio set from Home Depot around the end of June last year the cost was $500.00. This year when I went to uncover and clean the set , I noticed that on every left arm of the chairs they are starting to peal. The set looks new not a **** on any other part but the left arms of the chairs. This is clearly a defect. I called customer ********************** today and was told they could not help me because I no longer have my receipt. This set is not even a year old and clearly has a manufacturing defect so why would Home Depot /Hampton Bay not honor the products they sell? I asked to speak to a supervisor and was put on hold , when the agent came back he stated that they could offer me an $80.00 gift card and nothing more because I no longer have my receipt. I would like new chairs the same chairs I bought last year for $500.00. I would like Home depot and Hampton Bay to stand by their product and replace the defective chairs! Unfortunately I am unable to locate my receipt. However the fact remains the set is under a year old there is not a scratch on any part of the table or chairs other than the left arms where the paint is peeling and only the left arms!!!Business Response
Date: 04/25/2023
April 25, 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 ******************************.
The Home Depot has reviewed this case and apologized to **************** regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team have reviewed the customer's complaint and are collaborating with the manufacturer, Coronado Casual, on the best possible solution to address the customer's concerns. However, the customer is still attempting to locate her receipt information for the patio set so that we may file a warranty claim for her four defective left arms. 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.Initial Complaint
Date:04/17/2023
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 wanted to upgrade our front door to a more current aesthetically appealing door. There were no issues with our current door. DISSATISFIED customer. 10/7/22 HD ********************** a new transom and front door. installation DIASTER. The door arrived damaged with dents, missing parts, wrong sized parts & paint exterior insulation exposed. 10-7-22 Called ****** shared the installer had contacted her. she would order the parts and they would be installed in 2 weeks, and she would file a Warranty Claim w/door mfg. 10-10-22 emailed HD with pics of all of the issues.10-29-22 In store TT *********************** (store Manager) he said the parts did not come in. He promised that ****** or **** would contact me on Monday.10-31-22 called store TT *****/**** the parts did not come in and I would have to wait for ****** and I needed to wait for Scheduling to contact me to set the appointment. Why did I need to wait for ******? I did not select him to install the door, they did. 11/2/22 **** expedited to get a different installer. 11/2/22 Scheduler called ****** 1st appointment is 12/1/22 11/29/22 Visited the ******** HD to try and reach the District Manager. I was met by *****, another store manager. he promised to follow up with ****** and get this resolved.12-1-22 ****** CANCELED APPT at APPT TIME 12/2 Scheduler called, **** coming out 12-3-22. I had to call off work last minute. 12/3/22 **** installed some trim but exterior mole caps missing & indoor mole caps missing he will update the store.12/10/22 TT *****, door has perimeter of door major DRAFTS, cannot reconnect alarm system or decorate the exterior for Xmas missing parts.2/16/23 ****** CANCELLED APPT.3/9/23 scheduling called to set an appt, to measure my door? 3/9/23 emailed HD?3/28/23 Appt set 4/13/23 ******, patched some holes in trim, added ext mole caps, damaged ext trim no interior mole caps, no solution for door DRAFTS?REFUND for door and labor. HD has had 6 months to correct the issues.Business Response
Date: 04/27/2023
April 26, 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 investigated this matter and been working with the door manufacturer, the installation crew and our customer. An inspection from the door manufacturer has been scheduled for May 2nd to assess the door. This matter is not considered closed, and we will update the complaint further after we receive the inspection report.
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: 32242695Customer Answer
Date: 04/29/2023
The business has scheduled ******* to come out to review the issues with my door. They have not addressed refunding me for what they have cost me. Trying to resolve this issue with them. I had to take time from my own job to try and make them accountable for the issues with the door.Home Depot should have stepped up last year. I've invested way too much time and money not to be compensated! They should never take customers money and disregard them. I have PTSD having to deal with them.
Business Response
Date: 05/08/2023
May 8, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** *****
RE: ************************* / BBB Case #********
Dear ****************************,
We acknowledge the receipt of the customers rebuttal for Better Business Bureau Consumer Complaint # ******** of which response is due today.
The Home Depot continues to work with the door manufacturer, the installation crew, and our customer. We await the report from the May 2nd inspection. Our primary objective is to address all areas of concerns before compensation can be discussed. This is to ensure that all concerns are included in any compensation offered. As previously stated, this matter is not considered closed, and we will update the complaint further after we receive the inspection report to set a path for resolution.
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: *************************
Fax: **************
Case: ********Initial Complaint
Date:04/16/2023
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.
Home Depot unable to resolve issue. On march 14 I ordered a 4 pack of lithium batteries for 179$ plus tax. Only a two pack was sent. I spent 60 min speaking to a lady from online support, she said she could not send me the other 2 batteries I would have to return them at a brick and mortar store because they were lithium batteries and then order again but try and call back for a discount because of the trouble. At the store on sunset rd in ***********. Customer ********************** manager was very rude towards me. He said since it wasnt the item I ordered he could not refund me it was Home Depot onlines problem. I spent 2 hours at the store. I called Home Depot online again they said there was nothing they could do other than try and return at a different store. Spent another 45 min on phone. I asked all of the problem that I talked to to place in the case notes. Ultimately Home Depot never sent my ordered item and they claim they have no way to resolve the situation other than me driving around town to find a place that will accept a return for an item they never sent. The order number is WB40559683. I do not think any of the people were trying to s**** me over, makes sense they dont want me to ship lithium batteries and I understand the store doesnt want to do the refund me for items I didnt get. Home Depot needs to fix this without wasting any more of my time. Now have spent 6 hours just to try and get some batteries I already paid for but was never sent from a company with a history of good customer **********************.Business Response
Date: 04/24/2023
April 24, 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 they have advised that the customer accepted a 50% markdown.
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# ********Customer Answer
Date: 04/24/2023
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:04/16/2023
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 March of 2022 we began working with Home Depot on a window installation project (replacing 8 windows in our house and 2 sliding glass doors). In March/April we signed the contract and were scheduled for July of 2022 for the installation to be completed. In July they completed part of the project (1 glass door and several windows - the rest was left uncompleted until we were able to figure out a rot situation). We scheduled the remaining installation for September. Unfortunately, they had mis-measured and therefore mis-ordered one window and we were told they would re-order and get back to ** to schedule when it was ready. We never heard from them. I reached out in January and was told you all had the project marked as "complete" on your end and the window had never been ordered. Not only do we have a window that needs to be completely replaced, but we're also missing the screen to one window, the screen to our sliding glass door was not installed correctly and does not work, and our carpet was left in disarray. I was assured the correct window would be ordered and we'd be scheduled again for the installation and for the fixes to the issues I laid out (screens, carpet, etc) but I have not heard from your team since. My husband and I have tried calling maybe 5 separate occasions and have left messages with no answer and no call backs.Lastly, we have an updated contract that says our balance would be several thousand dollars cheaper than the original amount, however the balance on the home depot credit card we opened up to finance this project was never adjusted and we're still paying the original amount on a monthly basis regardless of the fact the the products and services have not yet been completed/provided.Business Response
Date: 04/28/2023
April 26, 2023
Attn: Ms. ******************************* 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 has experienced regarding purchasing primers at store 3662. The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot policy is not to reimburse for labor costs; it is expected the professional/s hired for an installation checks product/s for accuracy and follows manufacturer processes; if The Home Depot had been hired for the cabinet resurfacing, re-work would have been free of charge. If a product is defective or incorrect, we will replace or refund the product, depending on the manufacturer's warranty. Product was replaced when the customer came into the store with the concern.
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.
Best regards,
*************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 32080512Customer Answer
Date: 05/02/2023
Complaint: 19943024
I am rejecting this response because: I don't believe this response is meant for my case. Our case was not about purchasing primers, but rather about a window installation project that has taken nearly a year and is still left incomplete.
Sincerely,
********************************Business Response
Date: 05/03/2023
May 3, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ********************************/ BBB Case # ********
Dear ******,
Please accept my sincere apologies; I provided an update on the wrong order. We acknowledge the receipt of the BBB Case # ******** for ********************************. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding order ************ for window installation.
The Home Depot has reviewed this case and has reached out to all parties involved. Our business partners at Home Depot Installation Services (HDIS) are handling this complaint. All information for this case has been forwarded to the local branch office.
We have received an update stating, they have re-order product and are waiting on an ETA from Milgard. 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 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.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Initial Complaint
Date:04/16/2023
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.
Order # WP52738675-******* 60 in. Integrated LED ********** Rubbed Bronze Ceiling Fan with Light Kit and Remote I bought this fan in November 2022 for my new house while it was being built. Bought it early as ********** asked me to due to supply chain issues. I requested a return label in March 2023 as my electrician said he could not use this fan. A manager at home depot.com gave me a return label. ********** attached the label to the wrong box so the fan was returned back to me. I asked home depot.com to give me a new label on 16April2023 but said 'NO' and for me to call the closest store in ********** to take the fan there. ***, manager in ********** told me he could not take the fan because they don't sell this product there. I want my $179.23.Business Response
Date: 04/27/2023
4/27/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *********************** /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive agent assigned to our customers complaint was able to successfully schedule a pickup of the merchandise from the customer. Our customer was advised she would receive her refund in the amount of $179.23 within 3-5 business days.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 04/28/2023
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:04/16/2023
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.
Hi,We made a large order of garage furniture from Home Depot online in August of 2022. We assembled most of the pieces without issue shortly after receipt, however, left assembly of a Husky shelving storage unit until now (April 2023). The box had no obvious signs of damage and with the rest of the order being fine we were very unhappy to find that there was significant damage to the pieces, which would make it unusable.We contacted Home Depot online and were told to contact the local store (**************) and were initially told it would not be a problem to have the damaged unit picked up and a replacement sent. Unfortunately from there is went down hill with the store manager ************************* saying that it was too long, implying that the damage was done in our possession and that there would be no resolution. I asked to speak with someone else about this and was treated rudely including with him hanging up.We understand it has been some time since delivery of the item, but given the size and expense believe that it is reasonable to expect a replacement as the damage would be impossible to create without a forklift to pick up the unit and drop it.Business Response
Date: 04/28/2023
April 27, 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 reviewed this case. Mr. ********* concerns were forward to our business partners at THD ****** Store Support for resolution. THD ****** has provided the following response to address our customers:
THD ****** has carefully reviewed and investigated this matter and contacted our customer. Our customer was advised of our 90 day return policy and that inspection of their order should have been completed upon receipt. However, we are supporting our customer by contacting the vendor to see if they can supply the replacement parts needed. Once we receive further details from our vendor we will be able to further advise our customer.
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: 04/28/2023
Complaint: 19942825
I am rejecting this response because it is unreasonable to hide behind buried terms of service about the requirement to check a delivery within 90 days when ordering a large packaged item like the shelves.We are being made to feel responsible for having the apparent naivety to trust that Home Depot would deliver an undamaged product.
We similarly feel naive that we had faith that they would stand behind their brand and be flexible in making right on their poor service given the nature of the product and its significant damage that could not have feasibly been made by ** (it clearly requires a forklift to pick it up high enough to achieve the level of damage to steel parts). In initial calls with the local store, the manager even indicated that there was flexibility outside of the 90 day policy except that we had strayed beyond that extension afforded to others.
50% of the large structural members are damaged and 25% of the shelve bottoms are damaged - there proposed resolution will not lead to a successful outcome and we feel we are being given lip service.
Sincerely,
*************************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 for the rebuttal of the Better Business Bureau Consumer Complaint #********.
The Home Depot has reviewed this case. Mr. ********* concerns were forward to our business partners at THD ****** Store Support for resolution. THD ****** has provided the following response to address our customers:
THD ****** has carefully reviewed and investigated this matter and contacted our customer. Our customer was advised of our 90 days return policy and that inspection of their order should have been completed upon receipt. As previously stated, we are supporting our customer by contacting the vendor to see if they can supply the replacement parts needed. Once we receive further details from our vendor we will be able to further advise our customer.
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
Phone *************************
Fax **************
Case: 32372559Customer Answer
Date: 05/06/2023
Complaint: 19942825
I am rejecting this response because their proposed resolution is to contact the vendor. I have not seen any evidence that this has happened or that this is a realistic pathway to resolution.
Sincerely,
*************************Business Response
Date: 05/16/2023
May 16, 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 rebuttal for #******** and provide the following response.
THD ****** has provided the following response to address Mr. ********* concerns:
The vendor has agreed to send the replacement parts to our customer. They have not yet received a shipment ETA. They will update our customer as soon as they received it.
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,
***** S
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone *************************
Fax **************
Case: 32242786Customer Answer
Date: 05/17/2023
Complaint: 19942825
I am comfortable in theory with the proposed resolution, however, we have still not received contact from the business or vendor on the provision of the replacement parts. I would like to keep the complaint open until such direct contact is made or we are included into the communications between the vendor and the business.
Sincerely,
*************************Initial Complaint
Date:04/16/2023
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.
The home depot credit center is very unprofessional, in communicating incorrect data. Their attitude is the consumer isn't ethical and they have to be lying. I have proof the transaction didn't go through and they told me I had to go back to the home depot to get the matter resolved. In most organizations you can submit a dispute and the merchant has to send them documentation. The merchant and I are wondering why ******** is being argumentative about a transaction that was never processed as the Citibank processing center couldn't resolve the issue. I spoke to a Citibank agent who stated " I was attempting to commit a fraud as they show the transaction was approved" I asked the supervising agent for a signed receipt and he told me that I needed to work that out with the home depot. Its apparent Citibank is attempting to make a charge that hasn't gone through valid. This issue has caused me over 2 hours at Home Depot trying to work this out as well as two calls to citibank without any resolution. I have lost time and the transactions cost me $100 extra dollars as I couldn't use the card due to the processing center which made a coupon void. I would like to have the card cancelled and be made whole for my lost time and money.Business Response
Date: 04/19/2023
April 19, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* / BBB complaint # ********
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 regarding their credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, ************************* will receive a response directly from them.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
*************************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********
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