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
- 12,114 total complaints in the last 3 years.
- 3,465 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:02/23/2023
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 countertops and a sink installed by Home Depot and their contractor CFI in the summer of 2022. There were a number of issues with the installation, but my complaint is specifically because the contractor damaged my property. They improperly installed the sink basin, which resulted in water running down the side of the sink and damaging my base cabinets. I contacted the store who sent the contractor back to my home. During the initial installation, there were two gentlemen, at the repair one of the two returned. He proceeded to tell me that his partner had been the one to install the sink and did so improperly. He did not brace it correctly which caused the silicone caulking to fail and water to escape the sink basin anytime splashing occurred. He removed the entire sink, reinstalled the basin and recaulked it. I have not experienced additional leaks since the repair. I filed a complaint with Home Depot to request they repair or replace the damaged cabinets. They denied my requests saying that plumbing was not covered although i reiterated that this was NOT a plumbing issue, but an installation issue. It had nothing to do with the pipes, faucet or drains. Home Depot has not been helpful at all. I reached out to the store initially many times and received no response. I asked my contact information be updated and it was never done, even today, my contact information was still incorrect in the file. My last phone call with ******, she was extremely disrespectful and the online assistant failed to respond to my inquiry. Home Depot is running a racket. They provide subpar service and then skirt away from ramifications if they cause issue and I am very disappointed. I would like for them to repair my cabinets as they were not in poor condition prior to their service. I have tried to escalate the issue with the company to no avail and need this to be rectified quickly.
Business Response
Date: 03/06/2023
3/6/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************************************************************************************** 30303
RE: ******************************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience ******************** may have experienced regarding Countertop Installation/Cabinet Damager with our company.
The Home Depot is in the process of reviewing this case. In an effort to provide the proper resolution, we respectfully request additional time to research this case.
Please understand that The Home Depot does not consider this matter resolved and will respond within the next 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 customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 03/06/2023
Home Depot has reached out to me to do further evaluation. They have finally opened a claim and have said that they will be scheduling an assessment. This has not yet been coordinated.Business Response
Date: 03/16/2023
3/16/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************************************************************************************** 30303
RE: ******************************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot District Service Manager has requested opened a Sedgwick claim for our customers damaged cabinets; claims number ***********. Our customer will be contacted directly by ******** with next steps of the claims process. Once ******** has completed their inspection, they will provide the customer with the results directly.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 03/20/2023
Complaint: 19454359
I am rejecting this response because: insurance company refuses to address the issue based on a statement received by the contractor. I am attaching two photos, the black item you see is the visible side of the under mount sink, where water was streaming through the faulty seal of the sink and countertop until enough water pooled to drip to the floor. The contractor who completed the install told the claims adjuster that it was a hairline fault in the seal which is not true. There was no seal and the sink moved freely when he himself demonstrated why the leak occurred and that his partner who completed the initial install was at fault.
Sincerely,
*******************************Business Response
Date: 03/24/2023
3/24/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ******************************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot District Service Manager has requested to open a Sedgwick claim for our customers damaged cabinets; claims number ***********. After further investigation from Sedgwick it was determined the hair line crack in caulk would not have resulted in the level of damage the customer is alleging. All plumbing related issues would be the responsibility of either the homeowner or contracted professional as there was not plumbing on the work order.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: 31672273Customer Answer
Date: 03/24/2023
Complaint: 19454359
I am rejecting this response because:Home depots insurer did not use factual information to determine the outcome. They based their findings solely on the false testimony of the same employee who caused the damage in the first place. There was no inspection, there was no investigation. They asked the technician who worked in the initial install and completed the repair what his opinion was and he indicated, months later, that it was a hairline crack in the caulk, which is a fabrication.
to reiterate, this same technician indicated to me that his partner, who was primary in the initial installed, mounted the sink incorrectly. That is was not stable and moved when he shook it. The photo provided (taken when the leak was identified) illustrates visible water marks from water literally steaming down the entire front side of the sink. Because of how it is installed, it was not possible to view the rear side of the sink. This is what resulted in the damage. There was not a hairline crack, there was a completely failed seal do to the improper and insecure installation of the sink basin in the mount.
home Depot and their service provider damaged my personal property, took months to respond to me despite my repressed attempts and only pretended to prioritize the issue when the bbb became involved. They used an at fault technicians testimony, but absolutely refuse to consider the customers narrative or do an appropriate investigation. I am thoroughly disappointed in the la k of accountability as well as the poor quality of workmanship associated with selecting Home Depot as a service provider. I am Requesting that all of the facts be considered in this situation and not only those that favor the interest of Home Depot.
Sincerely,
*******************************Initial Complaint
Date:02/23/2023
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.
Im filing a complaint against Hope Depot for an Online order and the Home Depot in *******, **** for my partner *************************** for Order Number WB22909049. He works a lot and does not have time for this. The space allowed by the BBB does not allow enough room for this complaint to her complete, so I am attaching a PDF file.Business Response
Date: 03/06/2023
3/6/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: *********************************** /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive apologized for the poor installation experience. Customer was offered a check in the amount of $200 for the refund of the installation. Customer accepted the check.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 03/08/2023
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:02/23/2023
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.
On November 30th of 2022 I ordered a dresser from home depot online to be delivered to my home. Order number WP53303248. This item got lost in the mail so I contacted home depot numerous times and they told me to just give it time because shipping was delayed due to the holidays. The dresser never showed up so late December they presumed it lost and gave me a refund. Since then I have ordered this dresser three more times including a king size bed and they have all been "lost". This is approximately $4345 worth of goods that were just lost. They have always been great about refunding my money however I just want the product. No one can tell me why they just keep getting lost or a solution to fix it. According to them the carrier just keeps losing them which is hard to believe considering how large these items are. They just keep telling me to reorder this but the item has never came. I have order 5 items total now that I have not received and spent countless hours in contact with them over the course of 4 months. Anytime they escalated the situation they almost immediately deem it lost which makes me feel like I'm not being heard and they aren't trying to resolve this clear issue. Their solution is to pick it up from a home depot store but the closest store is 1.5hrs away and I would have to rent a trailer to haul it which is why I have chosen the delivery service. I have the matching nightstands already which got delivered without issue and I do not wish to keep them if I cannot get the matching items. There is a shipping/delivery major issue happening and everyone is losing time and money until this gets resolved. All the order numbers are, WB38357104 CP59454937 CP57514111 WP53303248Business Response
Date: 02/28/2023
February 28, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ************************* /BBB Complaint#: 19453847
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their dresser and king *** delivery with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted our *** direct fulfillment center regarding the customer issue with her loss items. The *** has stated they will handle on their end which is not the normal procedure. *** has stated they are shipping both items out for the customer and provided the tracking number to the online team. The customer has been provided the tracking number and delivery ETA of 03/01/2023 03/08/2023 from the online team, no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and 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
P: ********************
F: ************
SF: # ********/Online ********Customer Answer
Date: 03/06/2023
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. I would like to thank the team at Home Depot specifically **** for doing his best to make everything happen and come together to resolve this issue. They were very quick to respond and more than willing to help.
Sincerely,
*************************Initial Complaint
Date:02/23/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have placed an order for a Bosch dishwasher from Home Depot official website on January 5th, 2023. It's scheduled to be delivered on January 13th, 2023. But it didn't arrive. I contacted home Depot and they told me it got delayed and I should wait for delivery agent to reschedule a delivery date. On January 24th, I got a call from a delivery agent on January 24th and she told me that they never received the dishwasher. In following days, I kept contacting home Depot to understand what's the issue. I was told that ***** said they have sent the dishwasher, but the delivery agent said they never received it. They cannot reach an agreement and no one is taking responsibility. Thus I have to wait then to resolve the issue. It's been over a month and I have been waited patiently. But unfortunately, this issue still didn't get resolved.Business Response
Date: 02/28/2023
February 28, 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 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 Executive Team, who requested a replacement appliance from the vendor directly. The customer is scheduled for delivery on 03/10/2023. We called the customer to let them know of the new delivery date and will continue to follow-up to ensure completion and satisfaction.
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,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31667673
Customer Answer
Date: 02/28/2023
Hi BBB,
I really appreciate your efforts to help me to resolve this issue. Currently, Home Depot is telling me that they'll deliver the dish washer on March 10th. At current stage, it's still a promise to me. I don't know whether I should accept or reject the response. Since after 7 days, BBB will close this issue by default.
Could you let me know how should I proceed with this case?
Best Regards,
*************
Business Response
Date: 03/10/2023
March 10, 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 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 Executive Team, who requested a replacement appliance from the vendor directly.
The customer was scheduled for delivery on 03/10/2023 and our systems show the unit has been delivered. An email wanting confirmation from the customer has been sent. 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,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31667673
Customer Answer
Date: 03/11/2023
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.Home Depot has delivered the dishwasher and refund me 300 dollars for compensation.
Sincerely,
*************Initial Complaint
Date:02/22/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased $1600.00 gift card from Giant Eagle on a Home Depot gift card on Sat 2/18/23. We went to Niles store the same day to purchase kitchen appliances but the dishwasher and stove were out of stock. We pushed 2 pair of goggles for about $10.00 on the gift card while at the store. When we got home I found another dishwasher online and ordered that and a microwave totaling $646.91 online. As of Mon 2/20/23 the stove we wanted is in stock. I went to order it online and it showed I only have $295.57. I am missing around $750.00. I called Tues 2/21/23 & was told there was a hold on the card but the lady didn't know why. I sent her email of my receipt and the gift card info. It was to be escalated to have the funds put back on the gift card. As of Wed 2/22/23 it has not so I called again. The rep I spoke to said he was in corporate when I said I'd be calling them because there was noone above him to talk to to have the funds put on the card while I was on the phone. He said they put a hold on the card for the purchase. I told him they are holding double the price of the purchase for 4 days which is theft. I can't purchase the items that I bought the gift card for. He insist the funds will be put back on the card tomorrow but I heard that when I called on Monday. I want my money put on my gift card and I want Home Depot looked into how many other people they have committed theft against when using a gift card.Business Response
Date: 03/22/2023
March 22, 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 valued customer may have experienced regarding her purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Gift Card Team, and advised the amount of $90.61 was restored. We apologized for her experience and advised our District Team was notified to ensure this did not happen again.
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,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31667657
Customer Answer
Date: 03/22/2023
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:02/22/2023
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.
Ordered one dishwasher, Home Depot sent me two of them and charged me for two of them and when I went to return them, Home Depot is refusing to take them back. Details: order number WE10747920 I ordered this dishwasher back in thanksgiving of 2022 and within a week later I realize that there were two dishwashers that Home Depot had charged me. Called Home Depot to let them know that I just needed one dishwasher not two of them and I was assured that I would just get one dishwasher delivered. Both of the dishwashers were delivered on Friday the 17th February 2023 and the delivery agent said that I could return the dishwasher in the store. I go back to the store to return the dishwasher and the store manager said that they are unwilling to accept the dishwasher per policy.The extra dishwasher has been in my house for literally five days and it is an unopened box.Business Response
Date: 02/27/2023
February 27, 2023
Sent Via Email Attn: *************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
RE: Rajat ***************************** / 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 purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who confirmed the customer received a refund for one dishwasher on 2/23/2023.Per the customer's request, we sent the customer an email with a link to the protection plan on our website and confirmed no further assistance was needed.
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,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31667671
Customer Answer
Date: 03/02/2023
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:02/22/2023
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.
On 2/8/23 we had new flooring installed. After the installer reviewed the Kitchen Flooring, he informed us that he was calling the Home depo store to determine extra charges. After talking to *******, I was informed it would cost $961 to install. I had a text on how my install went after the flooring was completed and I was charged for the additional charges. I reported on the text that I was concerned why I was charged so much for the flooring install because I had a measure completed by home depo and they knew the flooring had two layers. When the price was determined with the **** that created the invoice, they knew it had two ********* was charged $256 to remove the flooring. My flooring was not hardwood flooring and that was my extra/additional charge. I also requested the detail on how they came up with the charge so I know I wasn't overcharged. On 2/13, the manager *** called me and I explained this situation to her, she was to call the installer to verify my info and was to call me back, that never happened. I have not heard back from the Home depot store in *********, **. I feel I was overcharged for my flooring & have no details on how they determined my additional cost. I feel Home depot is overcharging for my install and what others to know they do this to there customers. Additionally, it did not change the fact we had scheduled two days for this install in the first place, the two installers arrived on 2/8 @10am, one worked until 4:30pm, the other worked until 7pm, then only one came back the next day & worked from 8-noon, so this doesn't have any extra labor impact to my quote, in fact I was charged $2900 for lave, if you do the match, that's **** hours for both installer total, which comes to $149 per hour labor I was charged, this is way overcharged and customers need to know how home depot is running there business, esp. since they all knew before hand the the kitchen/dining room had two layers and the bathroom had one via the measure.Business Response
Date: 03/02/2023
March 2, 2023
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 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 his flooring installation ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot will be providing the customer with compensation in the form of a refund back to his original form of payment.
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,
***********************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31671951Initial Complaint
Date:02/22/2023
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.
Delivery date changed during checkout Delivery timeframe changed at day of delivery (6a-8p) when prior day it was (6a-10a)Arrangements were made based on initial timeframe No support from customer ********************** to get ETABusiness Response
Date: 02/24/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ********************* / BBB Case # ********Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to Mr. **********;regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Online Executive Escalations Team has spoken to the customer regarding his overall order experience, he was upset about the lack of communication from distribution center and the local store. The customer was provided with a $300.00 e-gift card, as a one time customer ********************** gesture, regarding the customer's dissatisfaction with the order experience. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at *****************************************Customer Answer
Date: 02/27/2023
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:02/22/2023
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.
First placed order WB28311720 for an ** dishwasher and installation. After multiple attempts to get the installers to arrive when they were scheduled to arrive, they came without necessary parts and proceeded to wire the unit incorrectly. After they left, I used the unit and it practically exploded and shut down. I canceled that order then placed order WB30257861 for a Bosch dishwasher (not yet knowing that the wiring was the issue). Again. installers didn't arrive or one time even arrived without the unit. Finally when they came, they confirmed it was installed incorrectly but could not install the new one either because of missing parts. Finally I canceled with Home Depot altogether and purchased from another vendor. Three months later, I realize Home Depot never refunded me for the second order. On the phone with Home Depot, they say they cannot refund me until the installers can locate the Bosch in their warehouse. This is beyond ridiculous that they owe me $1146 for an appliance I never even received! How is their incompetency my problem? This has been the most nightmarish experience I have ever had with any business and have wasted hours upon hours of my time on the phone and staying home from work waiting on installers top show up. If I had never noticed the discrepancy on my old statements, they would have just kept my money.Business Response
Date: 02/27/2023
February 27, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303
RE: ***** IM/ BBB Complaint #********
Dear, Ms. **********;
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 Online Escalations Team reached out to the customer to address her concerns. Her refund has been completed and the customer was compensated for her inconvenience. No further action is needed.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: 31666397Customer Answer
Date: 02/27/2023
Complaint: 19448660
I am rejecting this response because: the refunded amount ($999) was not equal to the amount charged on my credit card statement ($1146.02). I also was not "compensated" for the inconvenience nor do I expect to be- but this is inaccurate.
Sincerely,
*************Business Response
Date: 03/06/2023
March 6, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303
RE: ***** IM/ BBB Complaint #********
Dear, Ms. **********;
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 Online Escalation Team has been in contact with the customer to address concerns regarding her refund. The customer has received a partial refund, however, there has been a glitch in the system. The online team is working with the store to complete the remaining monies owed to Ms. *** The complaint has been reopened and will remain so until the customer has received the refund in full.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: 31666397Initial Complaint
Date:02/22/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased windows for my house from Home Depot that came with an unlimited lifetime warranty. In May of 2022 one of my windows broke, I contacted Home Depot to have the window replaced and they agreed to replace the window. It is currently Feb 22 2023 and my window is still not replaced. I have called several times because they will not return my calls for any updates. They have scheduled twice to come to my house and replace the window and not shown up without a call to tell me they aren't coming. When I called them they told me they broke the new window, they have now broken three windows and claim to have ordered a fourth window. I have complained about missing work due to their scheduled appointments that they have not shown up for and I still have a broken window in my house 10 months after trying to get it replaced.Business Response
Date: 03/06/2023
March 6, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *************************** /BBB Complaint#: 19448603
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their replacement window with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The Home Service team has advised the customer that a replacement window has been order. The customer was provided a ****************** date for March 4, 2023. The Home Service team has confirmed that installation for the replacement was completed on Saturday 03.04.2023 and the customer is satisfied. No further assistance is needed at this time.
With that being said, The Home Depot has addressed the customers concern and 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
P: ********************
F: ************
SF: # ********Customer Answer
Date: 03/06/2023
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,
***************************
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