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

11,841 total complaints in the last 3 years.
3,458 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:04/12/2023
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.
I was checking out at this location and had asked for assistance. The cashier was very sweet however at that time another employee who I believe to be a manager started to yell at this employee and was extremely rude and had no regard to the fact that the cashier was helping me out. On the way out I asked another cashier if they would please tell me the lady who was yelling name which was ******** one of the store managers.
Business Response
Date: 04/25/2023
April 25, 2023

Sent Via Email
************************************** 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 their store experience.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has shared **************** regarding her experience. The Home Depot has attempted to contact our customer and unfortunately have not been successful. The Home Depot considers this resolved due to no contact.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********

Regards,
Initial Complaint
Date:04/11/2023
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.
March 30th the oven was delivered. It was not taken out the box upon any inspection by deliverers. The wall oven trim is too big for the space we have within cabinet limits. The Home Depot Policy has stated that ************************************************************* damaged. The item was not defected or damaged it just didnt fit. When I questioned the store on this they could not clearly answer my questions as to why I could not store credit, trade, or refund. I have tried to work with them and requested upon several calls ti speak with the manager and continue to get excuses as in he will call back and doesnt. My main issue is the policy stated *********************** damaged. Again the people who delivered didnt take it out the box to show me. When I was able to inbox it and actually put it up the trim was too big when I tried to explain this to Home Depot. They refused to work with me on any aspect or give me a call back from the manager upon my request as to why they couldnt honor that the oven was not damaged or defected it just didnt fit.
Business Response
Date: 04/25/2023
April 25, 2023

Sent Via Email
************************************** 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 their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has shared ************** regarding her order. The Home Depot has contacted our customer and has provided compensation. ********************** considers this 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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********

Regards,
Initial Complaint
Date:04/11/2023
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.
On 4/10/23 I placed an order online, order #WE17677133. I paid for this order with a 15% ($200) off one-time use coupon, a $250 gift card, a $300 gift card, and my personal credit card. Shortly after placing the order, I received an email from HD claiming that my credit card had been declined, although no such thing actually happened. This was to be an order with everything being delivered. I need these materials BEFORE 4/25/23 Please read the attached PDF for the entire story and my desired resolution.
Business Response
Date: 04/20/2023
April 19, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************** / BBB Case #: 19924923
Dear **************:
We acknowledge the receipt of the BBB Case #:19924923.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer regarding their complaint. We contacted the store to discuss the reversal of funds to the gift cards, and they stated they could refund as store credit with an additional 15% discount towards their order. The store advised they will be the point of contact to get the order replaced, and once it's placed the discount will be applied.
With that being said, The Home Depot considers 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. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********
Initial Complaint
Date:04/11/2023
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.
I purchased a cub cadet zero turn lawnmower from this location in March, I tried to start the mower a couple times but was having trouble with it . I returned the zero turn mower to Home Depot on the 28 March. Its been about Two weeks now Ive been call to find out the status of my return and I cannot seem to get any help with this matter.
Business Response
Date: 04/13/2023
April 13, 2023

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

RE: ***************************** / BBB Case #: 19924559

Dear **************:

We acknowledge the receipt of the BBB Case #: 19924559

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

The Home Depot has reviewed this case, where we forwarded our customers concerns to our **************** team for their immediate attention and assistance with resolution. The team partnered with our *********************** who confirmed the customers check refund was mailed on April 4, 2023. Additionally, the Sales Audit representative confirmed the customer should receive their refund in the mail within 7 to 10 business days. **************** relayed this information and provided their contact information should the customer require additional assistance.

With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

**************
Executive Escalations
The Home Depot - Customer Care
P: ***********************
F: ************
Case Number: ********
Initial Complaint
Date:04/11/2023
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.
Hello. I am trying to have my money returned for services not delivered from HomeDepot. HomeDepot uses a contractor to manufacture and install countertops. The countertop rep who measured and quoted the job told me the job will take 3 people to manufacture and install the countertop as it was so large. Fast forward time and when the countertop was being installed only 2 people showed up to do the work even though I had paid for 3 to do the work. I have been through the customer complaints system within ********************** and I am continually getting the run around with the resolution specialist. HomeDepot has taken the approach that it is ok to charge customers for services that both arent needed and not delivered upon. HomeDepot is now trying to have me sign some document in order for me to obtain my refund. I have all of the emails to outline what it is I am describing. Something here does not sound right to me. I shouldnt have to sign a document in order to receive a refund for something that was not delivered upon by HomeDepot. I am also concerned that this business practice that home depot engages in is not in the best interest for the customers. Thank you for your time. *Please note: The store location is ******, **.
Business Response
Date: 04/19/2023
April 19, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: Lorne Kuva / BBB Compliant # ********

Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Escalation Team called and spoke with *************** on April 17th regarding an install refund. At this time, as a goodwill gesture, the customer was offered compensation in the form of a check, and she declined 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: 32182388

Customer Answer
Date: 04/20/2023

Complaint: 19924297

I am rejecting this response because:

BBB,
Hello. Thank you for following up.
Firstly I want to point out the effort that HomeDepot puts into an investigation. In HomeDepots response to the BBB, ********************* identifies me as a she. I do not know where this has come from. I have been a man all my life.
Secondly, I have not "spoken" to anyone within HomeDepot. Phone conversations were NEVER used for any of this. All communications have been done by email. This again highlights the effort HomeDepot puts into an "investigation". I find this insulting that HomeDepot would even say this to the BBB about this investigation and only solidifies my growing caution against this business in the future. This once again shows the level of effort HomeDepot puts into its business dealings.
In my last email with ************************* of HomeDepot, ***** has mentioned that HomeDepot contacted ********************** and HomeDepots "investigation" found that the charge for 3 people to install was valid even though only 2 people were on site to install (this was a specific add on charge for the countertop due to its size as explained by the on-site measuring rep). This is telling me that HomeDepot is comfortable with its business partners charging customers for services that arent needed. It was noted in this communication as well that ***** states "that the charge to you by the delivery agent...", aka ********************** "is valid". I did not go to a countertop company specifically. I went to HomeDepot for countertops. I paid HomeDepot, not **********************. I find the practice of shouldering the responsibility of low fibre. HomeDepot should be aware of all charges that are applied to their customers through any business HomeDepot partners with. My mind goes to, how many other customers have been taken advantage of by this practice?
I have had to comb through HomeDepots responses from the beginning of this complaint and I continually find inconsistencies in their responses. I have reproducible emails to corroborate what I am saying.
The overview of this is that HomeDepot has partnered with a business who applies charges to customers and then does not deliver on the charge and that HomeDepot is comfortable with that.
There is nothing "careful" about HomeDepot's investigation tactics as claimed by ********************** It is quite clear from these interactions with HomeDepot that HomeDepot considers its customers to be numbers who are nothing more than money depositors into their business.

Sincerely,

***************
Business Response
Date: 04/21/2023
April 21, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: Lorne Kuva / BBB Compliant # ********

Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Escalation Team emailed Mr. *************** on April 17th regarding an install refund. At this time, as a goodwill gesture, the customer was offered compensation in the form of a check, and he declined the offer. We also confirmed the special handling fee assessed for this customer stone countertop ****************** was assessed based on the size and weight of the stone slabs and access via the back lane. The special handling fee listed on the customers order do not reference any number of persons required. Additionally, the customer has signed off on the ****************** waiver with no noted deficiencies.
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: 32182388

Customer Answer
Date: 04/24/2023

Complaint: 19924297

I am rejecting this response because:

Wow. I cannot believe HomeDepot is continuing to issue false statements to the BBB. Why is HomeDepot not including the stipulations of the refund in the response to the BBB? I have declined HomeDepot's offer because I should not have to sign anything (and will not sign anything) to receive my money back for services not needed or delivered upon. This is a false charge issued to the customer. Also, interestingly I have a quote that states exactly the fact that 3 people will be needed to manufacture/install the product as the size of the countertop is large. HomeDepot is once again producing incorrect information to this investigation to try to appear to be in the correct. The good thing here is that HomeDepot is continually providing reproducible evidence that HomeDepot is not being forthright with the information being provided to this process.

Lets start with this. I have in my possession the quote indicating what I am saying. Koier, why are you claiming things that arent true?

Sincerely,

***************
Initial Complaint
Date:04/11/2023
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.
I bought a new KitchenAid dishwasher in Sept 2020, with it I purchased the 3 year protection plan. On April 9, 2023 the handle on my dishwasher broke. I filed a claim on it April 10, 2023. Within 24 hours the claim was denied without reason. So on April 11, 2023 I filed yet another claim. It was denied within an hour! Page 3 of their published, online protection plan (***************************************************************************************************************************************) states cosmetic items are covered at 50%, yet Home Depot refuses to acknowledge this. I want my dishwasher repaired under the plan I purchased from Home Depot. Their lack of customer ********************** and instant denial of claims is unacceptable. You had know issues in selling me the protection plan in case "anything" goes wrong after the manufacturer's warranty, yet when something does you instantly walk away from your obligations.
Business Response
Date: 04/26/2023
***** 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 have been working with our service provider Asurion and our customer. A technician was sent out to assess the dishwasher, parts were ordered, and service was scheduled for ***** 25th. We await their report on the repair and will continue to work with all parties until the customer is satisfied.

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: 32183308
In my absence, please contact **************** at Ext. *****
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:04/11/2023
Type:Billing 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 received an email about my Home Depot credit card account. I do not have one. It left a message that does not allow me to call unless I enter my credit card number. So I called the Central office directly. Spoke w/ a lady, and provided her w/ all my info. She was very reassuring. She then transferred me. You guessed it: to the same automated line that I cannot access because I do not have an account. perhaps someone impersonating me does. But i do not.. I need them to stop the fraud, but I cannot get them involved.
Business Response
Date: 04/21/2023
April 21, 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
regarding their credit account.
********************** has carefully reviewed and investigated this matter and offers the following in
response to your concerns. We have forwarded the customers concern to Citibank (South Dakota), NA
as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of
the review and investigation by ********, ************************* will receive a response directly from them
within 10 business days.
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 do not hesitate to contact me if you have any questions.

Sincerely,
Zenae F.
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 32175912
Initial Complaint
Date:04/11/2023
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.
Order number: H****-437130 Job Number: ******** Lead Number/Job Number (Internal Reference): F27122218 Home Depot Complaint Reference Number: ******** Window order was placed on 08/11/2022. Installation Date: 10/05/2022 Order Total: $10,630.53 I contracted Home Depot to install 12 windows at my residence. I have experienced nothing but problems after my order. I had problems with them missing the initial installation date, cutting a security wire during installation, fogging and/or leaking of the installed windows, and negative impacts to my credit due to an unexpected increase in the monthly payment amounts of my Home Depot Credit Card account used to finance this purchase. I have contacted customer ********************** via phone and email on numerous occasions, as well as visited the store where my order was placed: Store **** ******************* ************************************************************************************************. I was promised multiple times that someone would come out to inspect the work to address my concerns, but no one has done so. I have taken multiple letters to the store and/or sent them via certified mail with no response. I have attached my invoice, scope of work/project specifications, quote, log of Home Depot communications, my letters, certified mail receipt, and pictures. I would like the Better Business Bureau to contact them on my behalf to try and remedy the situation so that I wont be forced to take legal action. Thank you in advance for your attention to this matter.
Business Response
Date: 04/21/2023
April 21, 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 customers 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 scheduled for an assessment appointment on Thursday, April 20th. The customer will be contacted via email per her request once the next steps are available.

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: 32183594

Customer Answer
Date: 04/26/2023
Home Depot sent out a representative for an assessment appointment on April 20th. They also gave me dates for someone to come out and remove a window of my choice to see if the rotten wood had been replaced. The dates that were provided to confirm if the rotted wood has be replaced do not work for me. It is supposed to rain on both dates (April 27th or 28th), and I have an appointment on April 28th. ************************* sent an email to me stating, "I have partnered with installer that will complete and clean up caulking". I responded to *************************** ( The contact given to me by *********************************/The Home Depot Executive Escalations Specialist) and asked her to forward the email to ****************** or if she could provide me with ********************** direct email as I have been replying to her in an email thread via *************************************** In that email I stated that all of the windows are in need of re-installation due to leaking/and or fogging and If that does not correct the problem, then, I would like for all the windows to be replaced. I also never received a response from Home Depot Corporate telling me if my Home Depot Credit Card account can be suspended until the repairs are completed and my credit is still being impacted. So, as of now, their response is not satisfactory and I would like the complaint to remain open until these problems are addressed.
Business Response
Date: 06/01/2023
June 1, 2023

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

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

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. 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 via email on May 24 with new installation dates and anew installer. We are awaiting the customers response for the next steps.

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: 32183594

Customer Answer
Date: 06/07/2023
I sent the following e-mail to ************************************* on May 31st. I have yet to receive a response:
Good afternoon ******************,

I have looked over the emails, and I'm not available on those dates. I will be available any day between June 9th-20th. Also, I need clarification about what will happen when the new installers come out. You mentioned in your May 11th email that you would be more than happy to submit a request to have the *** complete the inspection. The email that ******* just sent said," Please allow ** the opportunity to address your concerns of window leaks and caulking repair to see if this resolves the issue." Your clarification is greatly appreciated. Thank you.

Sincerely,

*********************

Customer Answer
Date: 06/29/2023

Complaint: 19923374

I am rejecting this response because: see attached

Sincerely,

*********************
Business Response
Date: 07/03/2023
July 3, 2023

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

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

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with 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 an appointment set for Friday, July 7th at 10 am with Incredible Installations. The installation team will be completing an inspection to complete the necessary repairs.

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: 07/25/2023
I am rejecting this response because: Incredible Installations came out on July 7th with a Home Depot representative. They did an inspection but did not complete the necessary repairs. The installer removed a covering from one of the window frames to check for rotten wood. He confirmed the presence of rotten wood and replaced the covering. He told the Home Depot representative that all of the windows needed to be recapped and that he was prepared to complete the work at that time. The representative stated that he would need authorization before the work could be completed, so the installer did not recap the windows at that time. The windows are still fogging and/or leaking. Also, Home Depot's corporate office still needs to address suspending my Home Depot Credit Card Account Payments until the completion of repairs and the reimbursement of $323.49 paid to ADT due to the wire being cut.
Business Response
Date: 08/01/2023
August 1, 2023

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

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

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with 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 offered a few dates to complete the work with no responses. The installation services team will send another request email today.

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: 32183594
Initial Complaint
Date:04/11/2023
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.
I Checked to make sure the store in ****** had the item I needed it showed they had 56 and I needed ************************************************************************************************ Seguin we live hours away. My Husband left to ****** spent diesel money to get there because my ********* needs them by monday and home depot canceled our order. I called they said they didnt have the item in stock at all. So theres an issue with False Advertising for one and secondly Were out of Diesel Money but My husband took the day off of work to go and get them so thats another few hundred dollars were out of and now since we dont have the material for the ********* were going to have to cancel the scheduled appointment we had and are ********* charges $75 per cancellations. And to top it off Home depot pulled the funds from our bank account so Now were going to have to wait another week to see use our funds to buy what we needed. So I need them to Make things right and give us some sort of compensations for our loss whether it be in a Merchandise gift card or A check. This is not right were highly upset about this
Business Response
Date: 04/21/2023
April 21, 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, we are still waiting for store leadership response to the customers complaint. During this time the customer has been contacted by phone and email and offered a Home Depot gift card in the amount of $75.00. Once we receive the customers response we will continue to assist.

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:04/11/2023
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.
On March 20th I returned approximately $330 worth of product to the store and they were not able to give me my refund and said they need to send My claim to Their IT ***** as of yet I have not recieved it to my credit card account and have tried several times to get it resolved with no success, please help!!!
Business Response
Date: 04/24/2023
April 24, 2023

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

RE: ******************************* / BBB Case #: 19918332

Dear *************:

We acknowledge the receipt of the BBB Case #: 19918332

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. The Executive Escalations team contacted the customer to apologize for this experience. The team partnered with ***************** who processed a check refund on 4/21/2023, which the customer can expect to receive within **** business days from said date.Additionally, and as a customer ********************** gesture, the team offered a gift card for the inconvenience, and is currently awaiting the customer's response.

With that being said, this matter is still in progress and monitored until we reach a final resolution. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

**************
Executive Escalations
The Home Depot - Customer Care
P:***********************
F:************
Case Number: 32182191

Customer Answer
Date: 04/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Customer Answer
Date: 05/10/2023
Case No ******** Problem has not been resolved as promised. It been 6 weeks since I returned merchandise and they still have not given me my refund.
Business Response
Date: 05/18/2023
May 18, 2023

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*****************************************************************************************************

RE: ******************************* / BBB Case #: 19918332

Dear **************:

We acknowledge the receipt of the BBB Case #: 19918332

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. The Executive Escalations team contacted the customer to apologize for this experience, partnered with **************** who issued a check refund via mail, and provided a gift card for the inconvenience as a customer ********************** gesture only. The team contacted the customer via phone/email to ensure the check refund was received; however, the customer has not responded.

With that being said, The Home Depot considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case Number:32182191

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