Business Profile

Building Materials

The Home Depot

Headquarters

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 Complaint

The 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:04/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Home Depot claims they would supply us with all materials needed to correct a mistake made by their contractor. We have yet to receive the adequate amount of materials to fix our home. A detailed list was given of needed materials and it went unanswered.
Business Response
Date: 04/27/2023
April 24, 2023

Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: *********************/Complaint file # ********

Dear ***************************,

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

The Home Depot has denied the customer a full refund on the flooring and the customer has signed the settlement offer from the general liability carrier. The Home Depot has offered an additional $500 gift card for the inconvenience, and we are awaiting a response.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Customer Answer
Date: 04/27/2023

Complaint: 19941290

I am rejecting this response because:

Dear Home Depot,
Your insulting attempt to placate me with a $500 gift card, is nothing short of surprising. As far as the settlement youre referring to, that had nothing to do with Home Depot and fell entirely on your subcontractor (who you claim on your website you back 100%) so please do not represent yourself falsely further. The amount of time and aggravation we have endured working with your company has far exceeded what we requested. We have been reasonable and patient even though our satisfaction guarantee was far from delivered. As Im sure you will find more new customers to prey on, you have lost our *****************. You misrepresented what services your are capable of and how well you do business. You stated you gave us materials you absolutely did not deliver another false statement made by your company, as we do have the letter from your employee. As this concludes this segment of our interaction, Home Depot has created enough disruption of my families life to last a lifetime.

Sincerely,

*********************
Business Response
Date: 04/27/2023
April 27, 2023

Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************

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.

As previously stated, The Home Depot has denied the customer a full refund on the flooring and the customer has signed the settlement offer from the general liability carrier. In addition, the customer has been denied the replacement of flooring due to the signed settlement and release agreement. The Home Depot has offered an additional $500 gift card for the inconvenience, which the customer has denied. ********************** considers this matter to be closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Customer Answer
Date: 04/27/2023

Complaint: 19941290

I am rejecting this response because:
As previously stated, Home Depot falsely advertises backing their subcontractors 100%, failed to deliver materials as promised. A $500 credit doesnt even supplement half of the needed materials. Home Depot has taken zero responsibility for their part in damaging my home and displacing my family. Home Depot is not a business for families, and as doers you get nothing done.

Sincerely,

*********************
Initial Complaint
Date:04/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Home Depot credit card caused my taxes to be late!They only offer 6 months transaction history (both online and by phone). I cannot properly file my taxes without the transaction history. They can only mail missing statements and it takes **** business days! I can not wait that long.
Business Response
Date: 05/11/2023
April 18, 2023

Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303

RE: ******************************* / BBB Case # ********

Dear Ms. *************************** behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (************), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by Citibank, {Customers Name} will receive a response directly from them within 10 business days.

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,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
** Case#: 32242293
Initial Complaint
Date:04/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
we purchased ******** sliding patio doors on August 2, 2022 through Home Depot installation services. They were installed by their home installation services in the fall of 2022. On installation an area on one of the patio doors was noticed to have some imperfections and they ordered a new patio door panel for that area and they told us the patio door panel would be in in January 2023. I did not hear from them in January of 2023, so I contacted them at the end of January and was told they would be contacting us soon for the installation of the panel because they had it in stock. At the end of February I still had not heard anything so I contacted them again, and was told again that they would be contacting us for the replacement panel, and still no one got in touch with me. It is now the end of April, and I still have not received any contact from the installers as to when our patio door panel is going to be installed.Also after the initial installation the installer had to come back to make adjustments on the patio doors because they were not locking properly and he did not put the plugs back on the outside of our door where the inside the adjustments were made. I told the installation team about this and they still did not fix it and we had put duct tape over our brand new patio doors through the winter to keep the snow out. We are very disappointed in this whole process. We spent a lot of money on the ******** and Novo sliding patio doors, and were very sorry we did. In order to lock the triple locks on the doors you have to push the top to the right and the bottom to the left, and I cant even undo the top lock on the patio door that goes from our kitchen to our deck.
Business Response
Date: 04/26/2023
April 26, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *********************** / BBB Complaint ***********
Dear: **************,
We acknowledge the receipt of Better Business Bureau complaint ***********. On behalf of the Home Depot, I
apologize for any inconvenience our customer may have experienced with the sliding glass patio door issues.
The Home Depot has reviewed this case and reached out to all parties involved. Upon review, it was confirmed
that the replacement parts were in and had the Service scheduled and completed April 21st
. I reached out to the
customer and he confirmed that (HDIS) Home Depot Installation Services Branch Installation Manager contacted
him and discussed all concerns.
With that said, The Home Depot does not consider this matter resolved and the case shall remain open until the
customers concerns have been addressed.
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.
Best Regards,
*******************
Executive Escalations Representative
Office: ***********************
Reference Number: 32338976
Initial Complaint
Date:04/15/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a vanity on March 31, 2023. I ordered the item to be delivered. I paid $422.94 for the vanity. The Order number is WB41952389. The Store SKU is #**********. The vanity was supposed to be delivered on April 4, 2023. It was not delivered. I have nest cameras; I can track all deliveries coming and going. I called Home Depot on April 5 to let them know the delivery has yet to arrive. I was told that it was delivered. They attempted to contact the third-party delivery service, but the communication did not go through. On April 6, I called Home Depot again. This time, a customer ********************** representative contacted the company that supposedly delivered the product and asked them to send her and me proof of delivery. The company has not responded, and it's been over a week. The Home Depot representative has yet to respond after my several attempts to reach out to her. After several phone calls, I am not getting anywhere with Home Depot representatives. I am very dissatisfied with this level of customer **********************. My husband and I worked with Home Depot recently on a gut kitchen renovation and spent over $30,000 at the store and on products. I am angry that no one is listening to me about the delivery, having never reached my residence. The item was never delivered to my house. Therefore, I am seeking a refund of $422.94.
Business Response
Date: 04/18/2023
April 18, 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 online vanity order and refund.

Home Depot has carefully reviewed this matter and offers the following response.Online Executive Escalations Specialist ***************************** contacted customer on 4/17/23 via email to advise her refund has been processed.

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 customerspatronage and looks forward to servicing their future home improvement needs.

Sincerely,

***************************
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.
** Case# ********
Initial Complaint
Date:04/15/2023
Type:Service or Repair Issues
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.
We want to file a complaint against Home Depot. We purchased and paid in full $15.133.50 for four impact windows and one impact patio sliding door.the contract for the installation was originally signed in April 2022. Six months later in October 2022 Home Depot contractors did a partial installation. The sliding door is defective and was installed broken and many pieces were missing: 1. Small window in the guest bedroom is missing the screen. The window screen was installed four months later.2. The large window in my home office does not match the rest of the installed home windows, in addition, the window is unbalanced due to broken balance weights. Home Depot refused to replace the window. 3. The patio sliding door is missing the screen door and the door is broken and defective. A few months ago we were unable to close the door for an entire week because the lock was broken. Home Depot refused to replace the door and continue sending me the wrong screen door size.4. The original installation team damaged my floor in the living room while installing the sliding doors, and nobody has taken responsibility.5. We have missed many working unpaid hours waiting for Home Depot workers to come home and several times they did not show up making my wife and myself lose entire days of work. Since October 2022 Home Depot send a few supervisors to my house confirming our original complaints, and a year later, the project is incomplete. The last communication was done through email with the ***************************** on *******. They said they were going to give us a resolution on this matter by 04-12-23. No resolution received yet.
Business Response
Date: 05/26/2023
May 15, 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 has had the materials reordered for his window installation and the products should arrive 5/29. Once all the materials are inspected, the customer will be scheduled for the install. This claim will remain open until the customers issue is resolved.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Customer Answer
Date: 05/26/2023

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:04/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 13th I reserved a cable trencher from Home Depot Reservation ID ******* for Saturday 04/15/2023. On Thursday at 1:30PM they sent a text that they were getting my reservation ready for Saturday 04/15 at store ****. At 8:16 on April 15th, they sent a text that says "Uh oh. An item you reserved isn't available at the ********* - **** store. Then another they were sorry and will refund my deposit. I called the store and there is nothing wrong with the machine, but they are giving it to someone named ***** at 9AM. Whoever I talked to in the store has no idea what happened. I don't understand how this is an acceptable business practice. I could appreciate if the machine was broken but that is not the case and to cancel at 8:16 in the morning leaves me with no other options. Seems like a deceptive business practice and it is even worse because clearly the text they sent on Thursday was nonsense and just an unfair business practice. I get that nothing will probably be done with this and Home Depot does not care, but had I reserved it from a reputable company, I would be working right not instead of wasting your time.
Business Response
Date: 05/10/2023
May 10, 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 customer has experienced renting a trencher at our ********* store #****.

The Home Depot has reviewed this case and reached out to all parties involved.I advised the customer how are tool rental program runs. The reservations are not guaranteed because there is always a chance that the customer that rented the item prior has not returned it or has damaged it. However, the reservation does keep the item from being rented 3 hours before scheduled pick up. As a one-time courtesy I offered a gift card for the inconvenience and the customer accepted. With that said, ********************** has addressed our customers complaint and considers this matter resolved.

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#: 32242400

Please feel free to contact me at your convenience if you have questions or concerns. I can be reached at *********************** or via email at ************************************.

Sincere regards,
*****************
Initial Complaint
Date:04/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
home depot's delivery company RAS ran through yard and hit 2 mailboxes. As they were delivering appliances to the wrong house. have been trying to work this out with the to get repair but the keep turning me to a third and fourth party that just want the same information that i have gave them several times. would like for them to have someone to come repair. According to postmaster hitting mailboxes is a $250000 fine. which I'm not asking for just a simple repair, but they just keep pasting me around to different parties. I feel I did not pay the other people they are involving I paid oak ridge Home Depot. why should i be wasting my time dealing with these other people.
Business Response
Date: 04/19/2023
April 19, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: *****************************/BBB Complaint #********

Dear, Ms. ********************* acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot store manager has advised that she is working with the customer regarding the damages caused to his and his neighbor home. Property damage claims have been submitted for *************************** mailbox under claim number *********** and his neighbor ******************** for his mailbox and lawn under claim number ***********. The Home Depot's third-party administrator ******** ***************** Services has both claims under review and will continue to work with both customers and provide them with a final resolution. The customers are welcome to follow up with ******** by calling ************** and providing their claim number.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32248630
Customer Answer
Date: 04/20/2023

Complaint: 19939274

I am rejecting this response because: The Home Depot manager is just passing ** around to RAS . *** will not let us talk to someone in charge the situation. They have hung up on ** numerous times. So, we have consulted about this back to Home Depot manager. but not getting anywhere with this matter. This is going on 5 weeks now. Even after jumping through hoops for RAS with pictures estimates of damages, phone numbers of witnesses they are not corresponding with **. we are having to track these people down to even talk with them. this is not mistake it is there's. why are we having to spend are valuable time we are not getting paid for to track them down they are the criminal here? Destruction of private property.
Just because they have a claim number does mean they are moving forward. we would like to see some Results. This is bad business, and you know it

Sincerely,

*****************************
Business Response
Date: 04/26/2023
April 26, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: *****************************/BBB Complaint #********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot's third-party administrator ******** ***************** Services and *** has the customer claim under review and will continue to work with ****************** and provide him with a final resolution. The customer has been provided with Sedgwick phone number ************** and can provide his claim number *********** for follow up and further assistance.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32248630

Customer Answer
Date: 04/28/2023

Complaint: 19939274

I am rejecting this response because:

We are not getting any response from HOME DEPOT,SEDGWICK OR RAS . YOU HAVE NOT BEEN WORKING WITH **. all we are getting is a claim number. That does not fix problems. Your not returning phone calls , i get a automated emails. This is not working for **. Try calling these number yourself, you do not get anyone but a secretary to relay to a voicemail with no responses.
I hope your day is going well. I apologize for your inconvenience. I was notified by the store manager ************************* at store #**** that she submitted the property damage claims over for you and your neighbor to ********. Sedgwick is The Home Depot third-party Administrators that handles all complaints regarding damages to a customers home and/or property. I have escalated your BBB Complaint to your case manager and asked that they provide you with follow up as soon as possible as this has been going on for some time. You may call and follow up with your claim at ************** and provide claim number ***********. ******** does not provide ** with any information pertaining to your claim and resolutions are made directly between them and the customer. Thank you for being a valued customer of *************************** a great rest of the day.

Thank You for choosing The Home Depot

Sha-**************
The Home Depot | Customer Care
Resolution Expediter | Executive Escalation
*************************

ref:_00D50JUFY._500Hs1qUy67:ref

Sincerely,

*****************************
Business Response
Date: 05/05/2023
May 5, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: *****************************/BBB Complaint #********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot's third-party administrator ******** ***************** Services and *** has the customer claim under review and will continue to work with ****************** and provide him with a final resolution. *** has filed a claim for the customer under their insurance company. The claim is still under investigation and RAS has further questions and concerns for the customers claim. The customer has been provided with Sedgwick phone number ************** and can provide his claim number *********** for follow up and further assistance. RAS will continue to handle the claim with the customer and provide the updates to Sedgwick.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 32248630
Initial Complaint
Date:04/15/2023
Type:Service or Repair Issues
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 there on this evening of April 14 at 7pm my family and I entered the store to purchase artificial grass. Upon our arrival we were informed the individual that works for *********************** who has the ability to cut the turf had just started his HOUR long lunch. We were then informed no other employee including the VERY unfriendly unprofessional manager ***** knew how to cut the turf and work the machine. As an emergency room nurse who works 12 hour shifts saving lives Im LUCKY if I even get my required 30 minute lunch. I was baffled over this situation. The recommendation from the manager was to wait until the employee was done with his lunch and they would give me the turf for free. I opted to leave just out of pure frustration and disappointment and drove out of my way to another location that had plenty of helpful staff available and spent the $500.
Business Response
Date: 04/26/2023
April 26, 2023

Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************

RE: *************************** BBB Case #********

Dear *****************************,

We acknowledge the receipt of the *************** Consumer #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company. the customer had expressed their dissatisfaction with the level of service provided at the store level. We are pleased to inform you that the issue has been resolved to the satisfaction of the customer. It was agreed that the Store Manager would talk to the associate and arrange for better training to prevent similar incidents from occurring in the future.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
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# ********
Initial Complaint
Date:04/14/2023
Type:Service or Repair Issues
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.
Failure to cover fault under warranty Claim number ********** I started a claim under my warranty i got when i bough my riding lawnmower. after being canceled on by the first two services center as they said they no longer services my mower anymore i was given a 3rd center who has for the past 3 week has not do anything, no one has called me just nothing. It is home depot policy that states if they can't fix your product they will replace it with one they can fix. Its now been over 30days and still nothing from Home Depot Services plan department. I am out of money as now I had to pay someone to cut my grass while I wait on them to at this point still do nothing. I as will they refund me what I had to pay to get my yard cut I was told no, at the same time they sold me on a plan to cover my product and I can't get them to fix it. I have asked why is this taking so long I just get someone will call you back but never do. I will never buy anything and add a services plan as they will not fit your stuff.
Business Response
Date: 05/11/2023
May 11, 2023

Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE *************************/BBB Case # ********

Dear ***************,

We acknowledge the receipt of your BBB notice dated April 17, 2023, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The third-party warranty department spoke with the customer and are going to do a buy out for the lawnmower.

With that being said, we consider this matter resolved and closed in our office.

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: ************
SF: 32241959
Initial Complaint
Date:04/14/2023
Type:Product Issues
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 have a business and place multiple orders per day with HD. For months now, we have not been able to add any credit cards to the payment account, and we have put in multiple tickets for this and other ongoing website issues, and they are never fixed. This is not ok for a business the size of Home Depot. You need to hire competent people on the backend. There are constantly issues with the payment system, constantly issues with the order system, constantly issues with the website, and your poor customer support people bear the brunt of the complaints while you refuse to fix anything. This is entirely ridiculous for a business this size. We have been doing business here for a year or so and are about to go take our business to ****** instead because of the website issues. We cannot even place an order currently. We were able to route cards through paypal instead, and now the payment system will not even take paypal. And this is no card issue. There is plenty of open credit on every single one of the numerous cards we have tried, and both valid paypal accounts. Please address the ongoing website issues immediately and adequately.
Business Response
Date: 04/20/2023
April 20, 2023

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303

RE: *************************/Complaint file #********

Dear ***************************,

We acknowledge the receipt of BBB Case # ********

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. Upon review, The Home Depot online resolutions team has attempted to contact the customer via phone and email but was unsuccessful. As of today, we have not been able to reach the customer and therefore, we have not been able to properly address their concerns.

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them, we are in the process of addressing our customers complaint.

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.

Sincerely,

*********************************
Executive Escalations
Phone: ***********************
Reference Number: ********

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