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.
- 3,454 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:04/11/2023
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 company charged me twice for the same item! I have spoken to customer ********************** several times and a manager they tell me I will eventually get my money back! I tried to call corporate and the representative hung up on me!
Business Response
Date: 04/17/2023
April 14, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***************************** / BBB Case #: 19923077
Dear **************:
We acknowledge the receipt of the BBB Case #: 19923077
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 Online Executive Escalation team contacted the customer to apologize for this experience. Additionally, the team submitted a request internally to have the authorization manually reversed, which was completed on 4/12/2023. The Online team contacted the customer to explain the process, and the customer confirmed the authorization was no longer pending on their end.
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: ************
Reference No. 32182113Customer Answer
Date: 04/17/2023
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: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.
03/20/22 I meet with ***************************** design consultant for a kitchen makeover. I was quoted ********* for cabinet refacing and quartz countertops labor included. 3/25/22 I paid $2574 for 33 square feet of countertop including delivery and labor. I contacted ***** to advise I had paid for the countertop and need to schedule date for measurements and payment for the cabinets. 3/26/22 I paid $9141.60 for the cabinets. Around 04/11/2022 the countertops were installed and cabinets scheduled for 05/26/22. The installer can for a day and half. I was given a Job Condition section on my Project estimate "Reface EXTERIOR surfaces of cabinets only; Inside edges or interior surfaces will NOT be laminated or painted. Install new doors, drawers boxes drawer fronts. hinges, slides and hardware". 02/27/22 I emailed ***************************** pictures on things that needed addressing like no laminate put over dishwasher, some places were lose, crown molding cut too short and bottom of all but one cabinet wasn't closed in. I called, emailed numerous people in the dep to resolve my concerns but no resolution. I even emailed a complaint 8/17/22 which I was directed to a new employee in the department ***************************. working with her the installer can back out the address some of the concerns and issues. I was told they just need to order more laminate to close in the cabinets and molding to fix the short piece 09/16/22. Unfortunately ****** was moved to another department I started email and calling again until I finally got someone to send out another installer ******************* who agreed that my small kitchen should not have taken 9 months to complete. Week of Christmas ***** promised to order the laminate need to complete the project, but because of the holidays it would be 3-4 weeks. I finally got a hold of ***** in March of 2023, he admitted he dropped the ball and didn't order the supplies need and that he might get fired for his mistake. As of today I haven't heard from anyone in that dep.Business Response
Date: 05/10/2023
May 10, 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 their kitchen reface and countertop installation.
A reorder was placed for the remaining materials to complete the installation. The reordered materials arrived,
and an installation date was scheduled on 05/08. The installation was completed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we
provide Home Depot values its customers patronage and looks forward to servicing their future home
improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********Customer Answer
Date: 05/12/2023
Complaint: 19922919
I am rejecting this response because:
In my original complaint I requested for the job to be completed as contracted and a partial refund. Yes now the job is unprofessionally completed, see photos. I continue to make payments to my account for ******************** rendered that wasnt completed. I immediately responded that the service or job wasnt complete in May 2022. I tried calling and emailing and an attempt to resolve with Home Depot reps and the escalation complaint line. No resolution until I file a complaint with BBB. Please refund or credited my account in the amount of 1/2 the payments amount made while going through this process. ***************.
Sincerely,
***********************************Business Response
Date: 05/18/2023
May 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 # ********
We reached back out to *********************************** and offered $1,375 compensation for her inconvenience. The workmanship in her pictures will not be fixed as those seems are within reason for a cabinet makeover. Customer agreed to the compensation amount offer and will prepare a settlement and release form for the customer to sign.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********Initial Complaint
Date:04/11/2023
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 company scammed me I purchased a brand new washer dryer & pedestal but the dryer was delivered a used, broken, defected damaged dryer with dirty over it from sitting in the store on display on the show room floor. The dryer wasn't in a box the drivers was pose to open the box at my resident instead delivery guys pulled it off the truck box less from amongst other used appliances. The dryer I purchased was still in transit delivery when the used dryer was rushed out to me before my delivery date. Someone at the store decided to give me a old used dryer and keep my new dryer I purchased. I've asked for a replacement or refund from the store manager refuses to give either one also the store manager was pose to file a claim with the delivery moving company for the damaged dryer and didn't. All I asked for is for a brand new working dryer what I paid for or give a refund.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 regarding their Experience with our company.
Home Depot online department has communicated with customer. Online Depart agent has emailed the customer and advised them that we needed all the signed copies of the Settlement and Release Agreement returned to us. We advised the customer in the email that they only sent us signature portion of the Settlement and Release Agreement was not acceptable.Online Department sent an email to the customer and advised them that we need them to return all copies of the signed Settlement and Release Agreement.
With that being said, The Home Depot has addressed the customers concern and consider this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
SF-32183692Initial Complaint
Date:04/11/2023
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 Number: H4612-260641 Order Date: April 5, 2023 There have been many issues with this order. I initially placed my cabinet order (10 Kitchen Cabinets) on 4/5/2023 and after finally getting what I thought were several issues resolved I was notified this AM on the scheduled delivery day that I would not be able to receive my order due to a truck not being available even though I did receive a separate delivery of a cabinet kick plate via a box truck this am (with footprints all over it).I have attempted to contact the store and I am not making any progress on how I can get my cabinets delivered today. I have scheduled contractors and tradespeople to begin work on this project tomorrow and I am about to deal with rescheduling contractors and a no-functioning kitchen until I get the issue resolved I don't know how long that will be if I have to reschedule contractors. The cabinets have already been removed in preparation for the cabinet installation. I can't get a straight answer from anyone on how to get this issue resolved.Business Response
Date: 05/10/2023
May 10, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** *****
RE: *********************/BBB (Better Business Bureau)Complaint#: 19922074
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their online cabinet order.
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. The store team has offered the customer $400 for compensation.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF ********Customer Answer
Date: 05/11/2023
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: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 had a washer and dryer delivered today. This is a new construction house and was painted yesterday. The walls were untouched. The employees attempted to move the boxes through the garage into the house. I told them the boxes would not fit but they continued anyways. They could have gone to the back of the house through sliders, but refused. They scuffed the doorway on both sides. The painter was at the house and said he would charge $300 to repaint ************.Business Response
Date: 04/14/2023
April 14, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************************;
RE ***********************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated April 13, 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 Online Resolutions Team informed:
Action(s) Taken 04/13/2023
CSD6T6DRT2 no further actions are required, closed case.
The customer requested ***************************** we agreed on a ****** gift card.
The customer stated that they did the opposite and brought the boxes in through other door, scuffing up the walls in new home.
We called and spoke with the customer who advised us that when the delivery team came out to deliver appliances, the customer asked the team to use slide doors.
We emailed the customer advising we are working on the case.
With that being said, we consider this matter 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: ********Initial Complaint
Date:04/10/2023
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.
This complaint is to go to the corporate office which is in *******.I went to the ************, ** location to purchase a new microwave since ours finally just stopped working.I am on Social Security/Disability/Poverty wages. I paid, signed the paperwork and was done with it.A few pieces of information they sort of left out was...I had to return it because it didn't fit.I realized that they are taking advantage of people after they charged me a 25% restocking fee AND would not give me my money back for the delivery.That is absolutely outrageous. Food and gas is so expensive right now. The person selling me the product should have mentioned it before I paid. I mean, nobody is going to stand there reading over a 15 page packet of detailed information. They are blaming everything on 'store procedures.' The total owed to me is $60 for delivery and $60 restocking fee.Attached is my original receipt.Business Response
Date: 04/17/2023
April 15, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************** *****
RE: *************************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot online team emailed the customer advising that a refund is not due because the restocking fee is charged at store discretion for accepting a return of non-returnable appliance.
With this being said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 04/17/2023
Complaint: 19920409
I am rejecting this response because they are clearly taking advantage of a disabled person. If they do it to me, then they would do it to others in the same position.
Sincerely,
*************************Business Response
Date: 04/20/2023
April 20, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************** *****
RE: *************************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot online team emailed the customer advising that a refund is not due because the restocking fee is charged at store discretion for accepting a return of non-returnable appliance.
With this being said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 04/20/2023
Complaint: 19920409
I am rejecting this response because:I am on SSDI/poverty wages. Not explaining these types of matters to somebody before they make a purchase....nt notifying people, especially those on low income is a form of neglect and irresponsibility on their part. I have never purchased anything with a only 2 day return window on it. It's absolutely ridiculous.
Sincerely,
*************************Initial Complaint
Date:04/10/2023
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.
A woman offering services by *** approached us recently at Home Depot. We agreed to sign up for a general inspection of our 5 year old Trane HVAC. The technician from *** tested our HVAC and said everything is fine. We had not had any trouble with it so we didn't expect any problems. (Though he did tell us we should buy a $2000 air scrubber, which we don't need.)A couple days later, our AC didn't work at all. ******* and Sons, who are certified in Trane HVACs, came today and said it is completely out of refrigerant. I speculate that the *** tech did not leave the system tight and so the refrigerant all leaked out. It will cost $1300 to replace it all. This is killing me.Business Response
Date: 04/21/2023
April 21, 2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************RE: ********************; / BBB Case #********
Dear Ms. ******************************* acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Experience with our company.
Home Depot store Department has communicated with ARS. Service provider responded with the following.
Customer is under impression that ARS made an error, resulting in loss of refrigerant and the unit not working.Unfortunately, since they called a different vendor, there is nothing we can do to rectify the situation. And once another vendor touches the unit, that voids the 30-labor warranty that we give.
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 DepotInitial Complaint
Date:04/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order online from Home Depot on March 30, 2023, order number WE17049558. I ordered 16 stone panels which I received along with that order was 3 GenStone Stacked Stone 2 in. x 3.5 in. x 42 in. Desert Sunrise Faux Stone Siding Ledger- that was not included when my order was delivered. Home Depot always takes my money with not problem. They had these items shipped and now wants me to track it down and they can care less.Business Response
Date: 04/13/2023
April 13, 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. I am pleased to report that the Online Resolutions Team has successfully refunded the customer after they returned the item back to sender.
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:04/10/2023
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.
1. First and Last Name:************************* 2. Phone Number: ************ 3. Order Number (if applicable): WE16008634 4. Tell us how we can help:First, this is not regarding and in-store purchase. This item was purchased online but there ironically is no link to email them directly.This experience has been so disappointing I cant find the words to express how totally unsatisfied I am with this whole situation.Here is the short story.March 11, 2023 the order ($520.42) was placed online and delivery set for March 17, 2023.March 17. 2023 a washing machine was delivered to my door. Clearly not the microwave in the order Scheduled deliver March 24, 2023, Nothing was delivered Rescheduled by (******) again for March 28, 2023, Nothing was delivered Scheduled again for April 4, 2023. The item finally arrived; I hired an electrocution in anticipation of the item being delivered on March 17th with planned installation on March 18th. After Home Depot rescheduled delivery several times I decided to notify the electrician once the item was onsite. When the box arrived on April 4th the electrician was scheduled; however, due to the Holy Week he was not available until April 10th. When the electrician opened the box, he discovered that the appliance was damaged; therefore, he was unable to install the item safely and within compliance due to the damage. He was paid an electrician ($475) to install this appliance that I can't use.The microwave is not a small job because it was designated to culminate a $20,000 Home Depot renovation which is now on hold as i await a resolution to this this Home Depot debacle.As a desirable resolution, I would like a refund.I am a very disappointed and unsatisfied customer.Sincerely,*************************Business Response
Date: 04/14/2023
April 13, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE:************************* / BBB Case #: 19919229
Dear *************:
We acknowledge the receipt of the BBB Case #: 19919229
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 Online Executive Escalations team for their immediate attention and assistance with resolution. The team contacted the customer to apologize for this experience. As a customer ********************** gesture, the Online team offered an e-gift card to purchase a new microwave, to which the customer accepted as a final resolution.
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: 32172495Customer Answer
Date: 04/14/2023
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:04/10/2023
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 purchased a washer and dryer to be delivered and installed. Units were delivered but we asked for them to wait to disconnect and remove our old units until we had a chance to assess the new units to make sure there were no dents, scratches, etc. The worker did not adhere to our request and began giving us a hard time which caused us to become upset and he then said he refused to move the new units and hook them up. He then changed his mind and began moving the units once we determined they were acceptable. But then they said it was against their code to hook up the gas dryer because of the copper tubing (which was installed by the gas company). The movers/installers then said they could not do partial installation of an order, so they just left both units without being installed. They told us Home Depot should have informed us at the time of purchase that installation could not be done. Now we have to hire another company to install our units, which is going to cost us over $100. We would never had purchased these units from Home Depot had we known we had to pay for someone else to install both units. We contacted Home Depot and they did refund the $20 for the dryer install, but that still leaves us paying another company. We should have been informed of all this before our purchase because we would have gone to a local mom and pop business.Business Response
Date: 04/18/2023
April 18, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************************
RE: **** and *********************/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 credited the customer $132 for the ****************** of the gas dryer, which the customer has ******************************* considers this matter to be resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: 32174672
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