Business Profile

Building Materials

The Home Depot

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

12,014 total complaints in the last 3 years.
3,512 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:02/12/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a GE double wall oven ($2900.00) from Home Depot last year. (Order #H1802-238238) It came with damage on the lower oven door. I was reassured by Home Depot that GE would supply a new door at no charge as it was noted by Home Depot that it was damaged before I got it. Home Depot needed to call in a service order from GE, which they did. (Order conf# *********) Apparently GE has NO service technicians in my area. After many calls to many people I am having NO luck getting a new oven door. After my two most recent calls to Home Depot, both managers I talked to, ***** and *****, neither one gave me the promised call back with a resolution. Thank you for your help!
Business Response
Date: 02/22/2023
February 22, 2023

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303

RE: *********************/ BBB Case #: 19388582

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

We acknowledge the receipt of the BBB Case #: 19388582

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 Online Executive Escalations team offered the customer a replacement upon the vendor's refusal to replace their appliance door. The customer advised they would be out of town and requested that the team follows back up with them in March.

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 Escalation Support
The Home Depot -Customer Care
P: ********************** | F: ************
Reference No. ********
Initial Complaint
Date:02/12/2023
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 ordered a vanity from Home Depot online on 01/25/23 in the amount of $1,398.14 with an expected delivery date of 02/01/23. Order# WE13843358. Tracking# ************. Since the original delivery date has come and gone, I have received around eight other expected delivery dates, with the most recent being 02/18/23. I have emailed, called, messaged the carrier (JW Logistics) for two weeks to no response. I have called and spoken to Home Depot upwards of eight times and they have not been able to contact the carrier either. Home Depot seems to pass the blame to the carrier which I understand. But what I do NOT understand is how Home Depot uses a carrier that they cannot contact nor can their customers. And that cannot deliver their product in a timely manner. I have a hard time believing that they cannot get in contact with a company that they pay to provide a service for their customers. I have had two cases opened on this issue. Case# ********. Case #********. For both cases, I was told I would be contacted within 24 hours and I was never contacted for either. I have been told that my issue has been escalated and placed as high priority but I haven't seen any action to reflect this. I feel like I am told this to pacify me in the moment. I have wasted far too much of my personal time, having to re-explain my issue every time I call to then be placed on hold for them to review my previous calls to then be told they can only tell me that the carrier isn't able to be contacted. How is this acceptable customer **********************? I have no use of my main bathroom until this vanity is delivered. It is beyond frustrating and I feel helpless as a customer as Home ********************** does not seem to care.
Business Response
Date: 02/20/2023
February 20, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303

RE: ***************************/ 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 contacted the customer to address her concerns with her order for a vanity.The customer has successfully received the vanity. No further action is needed,and this complaint is considered closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31561719
Initial Complaint
Date:02/11/2023
Type:Delivery 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.
Order Number WB37680444 ********************* Silver Brass Nautical Heirloom Decor is not brand new but rather a used piece of junk
Business Response
Date: 02/14/2023
February 14, 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 the dcor item ordered from The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has refunded this order and provided the customer with a gift card for the inconvenience.

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#: 31560001
Customer Answer
Date: 02/14/2023

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:02/11/2023
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.
I ordered from Home Depot. They used LaserShip to send it next day. It arrived to some other location than my home. Home Depot acknowledged that it was sent to an address other than mine but won't do anything about it. They said to contact LaserShip. Upon doing so, LaserShip said I'll have to wait two business days because it might be in transit (despite showing picture evidence of an incorrect delivery) and then contact Home Depot. I'm now stuck between two dishonest companies who point fingers at one another. I have no money ($350) nor product.Please see the below for the tracking:************************************************************************************************ Please reference my address to confirm this is NOT the correct location in reference to the picture they provided. I have no clue where it is. It is not on my cul-de-sac either.Order: WE14551185
Business Response
Date: 02/16/2023
February 16, 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 an online order placed with The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has provided a refund for the three items that were delivered incorrectly.

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#: 31559999
Initial Complaint
Date:02/11/2023
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.
Purchased an device online Jan 26th, device was delivered feb 2. Device is defective and homedepot will not provide refund and warranty is already expired per ********
Business Response
Date: 02/21/2023
February 21, 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 an online order placed with The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has spoken with the customer and confirmed that the manufacturer will be returning and refunding the product.

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#**************
** Case#: 31560000
Initial Complaint
Date:02/11/2023
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.
On 11.3.22 I purchased a Maytag washing machine from Store #****/Home Depot. Model-MVW6200KW3 Serial-***** My first call to Home Depot was no help. I was instructed to call Maytag. Maytag sent a Flamingo Repair tech to my home for the loud squeaking and grinding during the wash cycle. On 2.3.23 the Flamingo tech replaced the drum belt. On 2.11.23, the grinding and squeaking noises are back. The noises are louder than my first complaint. Maytag is not open on Saturday. I now have to wait for a Flamingo tech until 2.17.23. I am dissatisfied with Home Depot, Maytag and the poor performance of a new washing machine.
Business Response
Date: 02/20/2023
February 20, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303

RE: *********************/ 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 contacted the customer to address her concerns with the appliance. A technician was scheduled and sent out to service the defective equipment and repair it. No further action is needed, and this complaint is considered closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31555661
Customer Answer
Date: 02/20/2023

Complaint: 19388135

I am rejecting this response because:
This is a purchase of a brand new washer delivered on 11.9.22
There is a very restricted window that Home Depot has- not even 2 days but exactly 40 hours to return

There have been 2 service calls for continued loud noise:
1.2.2.23- Cam and belt replaced
2.2.17.23-Cam and Gear Case replaced

I certainly am not confident that this washer will be problem free

I am stuck because Maytag and Home Depot are not helpful
My preference is to have another washer and not the Maytag model

I got the run around from the Home Depot Cares Team with incorrect advice and refusal to call me.

in addition the Cares Team sent unidentifiable men to my home- no ID, no Home ********************** Uniform and unmarked white truck. The purpose for this visit on 2.15.23 was to make sure there was not an installation problem. This made no sense. I was not given an appointment time or window. Initially I was incorrectly told that a Maytag rep was coming to my home on 2.15.23

The Home Depot Cares Team, when I asked for a phone number to the Team, gave me the 800 number for online orders. The washer was bought in a store
On 2.13.23 I spent 15 minutes trying to get a manager for the Wages store as that was where I purchased the washer. I kept getting transferred to a a manager who never answered
i have called *********************** and was given more direct ways to communicate with Home Depot.

I have been speaking with ******************* who is quite kind and helpful.
I am unhappy with the purchase, the lack of support from Home Depot After 40 hours and the initial response from the Home Depot Cares Team.

This is not closed as I have a defective machine

I regret the purchase and will never recommend an appliance purchase from Home Depot.
This has been a frustrating and unpleasant experience that I deeply regret

Sincerely,

*********************
Business Response
Date: 02/28/2023
February 28, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303

RE: *********************/ 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 contacted the customer to address her concerns with the appliance. A manufacturer technician was sent to the customers home on 2/17/23 and repaired the unit and no further issues were reported. The customer was able to complete a load of laundry with no issues. The appliance is still under manufacture warranty, and shall the item need service again, the manufacture will then consider if in fact the item is defective and qualify for a replacement.
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: 31555661
Customer Answer
Date: 03/01/2023

Complaint: 19388135

I am rejecting this response because:
I was sold a flawed or lemon appliance
No new major appliance has to have two service calls to replace drum twice, can twice and the Gear Box
This was not my expectation when I bought a new appliance

I am very unhappy with my experience and have shared my experience warning against buying an appliance at Home Depot

A 40 hour Return window is insulting to consumers

I will not be satisfied until the waking machine is returned and I receive a full refund

Sincerely,

*********************
Business Response
Date: 03/08/2023
March 8, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303

RE: *********************/ 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 contacted the customer to address her concerns with the appliance. A request has been submitted to the manufacture to have the appliance replaced due to multiple repairs. The complaint will remain open until the customer concerns have been addressed to satisfactory..
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: 31555661
Customer Answer
Date: 03/09/2023

Complaint: 19388135

I am rejecting this response because:

1. Why is this addressed to **************?
2.I am not *************!
3.************** is a Home Depot Employee
4.I spent $640 on appliance with an UNDISCLOSED Return Policy of 40 hours This protects Home Depot and Maytag but not the consumer

5.I did not except to spend $640 on an appliance that has had two service calls and multiple parts replaced

7.My expectation is that a new appliance does not need any repairs in the first two months

8.I will make sure I never purchase an Appliance at Home Depot and will spread that message through all available channels

9 The only thing I want is a full refund and the appliance removed from my home

This is a continued waste of my time as this is an unacceptable lack of support and customer ********************** from Home **********************

Would you like this experience when buying an appliance?

Sincerely,

*********************
Business Response
Date: 03/15/2023
March 15, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303

RE: *********************/ 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 contacted the customer to address her concerns with the appliance. A request has been submitted for buyback on the appliance and is under review.The complaint will remain open until the customer concerns have been addressed to satisfactory.
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: 31555661
Customer Answer
Date: 03/16/2023

Complaint: 19388135

I am rejecting this response because:

I WANT A REFUND OR A NEW NON-MAYTAG WASHER

Sincerely,

*********************
Business Response
Date: 03/23/2023
March 23, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303

RE: *********************/ 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 contacted the customer to address her concerns with the appliance. As previously stated, a request has been submitted for the buyback on the appliance and is still being reviewed. The complaint will remain open until the customer concerns have been addressed to satisfactory.
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: 31555661
Customer Answer
Date: 03/31/2023

Better Business Bureau:

This is a complicated situation.
I do think that having a return window for a major appliance purchase longer than 40 hours is best.
it was a frustrating experience getting to the correct propel at Home Depot.
My opinion is that Maytag sold mr a defective washer
My thanks yo ******************* for her assistance and kindness at Home Depot.
My thanks also to *********************** for his assistance and kindness.
Most appreciated is the Home Depot Gift Card from **************

Tale care all and best regards.

Sincerely,

*********************
Initial Complaint
Date:02/11/2023
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.
Dear BBB,I am filing a complaint against Homedepot.com because they never refunded $6,924.75 for an order for a generator that I had cancelled.Unfortunately, I failed to catch this error in a timely manner since I the charge of $6,924.75 happened June 19, 2022. However, I feel I am justified in receiving a refund.Details I had to purchase three generators and cancel two due to Homedepot.com On June 18, 2022, I purchased a Generac 24KW generator from Homedepot.com on work order WP38065883.On June 19, 2022, my Discover Card was charged $6,924.75 for WP38065883.Between June 21, 2022 and June 26, 2022, this work order (WP38065883) was cancelled.No refund appeared on my Discover Card (the only card I have used with Homedepot.com).On June 26, 2022, I purchased another Generac generator from Homedepot.com on work order WP38849062 On June 27, 2022, my card was charged for $7049.24 for WP38849062 On Aug 5, 2022, I cancelled work order WP38849062 On Aug 5, 2022, I received credit for $7,049.24 on my card On Aug 8, 2022, I purchased my final Generac generator from Homedepot.com on work order WP42755317.On Aug 9, 2022, I was charged for $6,924.75 on my card.There are two cancellations and only one credit on my card.Contacting Homedepot.com:On January 22, 2023, I called Homedepot.com *************). The associates mindlessly read a script that did not apply to my situation. I emailed Homedepot.com *************************************** on January 24, 2023, and I have not gotten a response.Resolution:I want Homedepot.com to refund me $6,924.75 plus any cost of statements I need to get from my credit card company.Thank you,*****************
Business Response
Date: 02/14/2023
February 14, 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 a generator ordered from The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted the customer with locating the refund.

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#: 31555613
Initial Complaint
Date:02/11/2023
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.
Better Business Bureau,To Whom it May ******** I have a riding lawnmower that is unsafe to operate. It was purchased at Home Depot in Waynesboro.I have spoken with and written to an assistant manager at Home Depot concerning the danger of operating the mower. While set to go forward, it unpredictably throws itself violently into reverse at a speed beyond what the mower achieves normally. On my property, that risks catastrophic injury or death. Home Depot started by telling me several times they would have the manufacturer (Ryobi) contact me (that has never happened), then that Home Depot would send a truck to pick up the mower, and when I recently agreed to that, I was told that wasnt possible, that I would have to find a service provider. When I explained the mower weighed over 500lbs and that I had only a passenger car, I was told I could take it either to Bedford, (almost 40 miles) or Amherst, (30 miles), each one over the Blueridge. I was told the service center would decide whether the mower was covered. Home Depot has done nothing to stand behind what they sold. My experience so far indicates they are not at all interested in resolving this situation. How would you feel if after two years your $2800.00 lawn mower was essentially useless and the company who sold it to you was ignoring you? I have videos of the mower malfunctioning, if that will help.Sincerely,**************** Petite Buena Vista ************
Business Response
Date: 02/17/2023
February 17, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303

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

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

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

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation team has reached out to the customer to address his concerns. The customer is working to have the riding lawn mower transported for repair services. Mr.****** has been advised that shall he have questions or need assistance to direct them directly to the online escalation team. The customer will also be compensated up to said amount for transporting the mower to the service center. There is no further action needed at this time and this complaint is considered 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,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31555452
Initial Complaint
Date:02/10/2023
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.
This is regarding a Bosch dishwasher, Model SHEM63W55N, sold by Home Depot (******) on their website www.homedepot.ca.My contention is Home Depot misled me into believing the dishwasher was available and set for delivery on Jan 26, 2023.On December 5, 2022, I ordered this dishwasher from the Home Depot (**) online support staff. I gave them the model number and they processed the order on my ** credit card. Price before taxes was $1,244 (as listed on the website) with free delivery on Jan 26, 2023. The person verified the details of the price and delivery date. I opted for the 18 month payment plan.I received a ** credit card statement at the end of Dec 2022 requesting a minimum payment for the dishwasher. I made a payment, thinking I would have the dishwasher by the end of January.I received an email from Home Depot on Jan 20, 2023 that stated the delivery was being rescheduled. A person in the delivery department verified, by phone, the delivery would be sometime in February because the dishwasher was on back-order. It was rescheduled for delivery on February 9.Another ** credit card statement arrive at the end of January and I made another payment, even though I didn't have the dishwasher yet.February 9 came and went, with no dishwasher delivered. ** delivery staff said the item was back-ordered again.Even though this dishwasher is back-ordered, I was able to add (to my shopping cart) this model dishwasher, from the ** website, today, Feb. 10. On December 5, prior to placing my order with **, I tried to order the same dishwasher from the ******.ca website, but was unable to do so because ****** did not have it in stock. Yet, ** continues to advertise and sell this item, even though it is back-ordered.Just so you know, ** credit department told me that I must continue making payments otherwise they would report me to the credit bureau. I was misled into believing I would have the dishwasher by now. I am paying for something I don't have.
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: ***************************/ 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 ******** Escalations Team reached out to the customer to address their concerns. The team is working very quickly to have the appliance expedited to the customer as soon as possible. The complaint will remain open until the customer receives the appliance order 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: 31552525
Initial Complaint
Date:02/10/2023
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.
ONLY HALF MY ORDER WAS IN THE BOX.THE ORDER WAS INCOMPLETE.Home Depot said on phone nothing they could do because it was delivered by ****** They will not listen that the store that packed the box did not put all the items in the box. No packing slip was in the box either. They said the order was filled directly by a vendor but they have no way of even contacting the vendor or asking questions or who it is. Home Depots solution was for me to dispute the charges and the bank would cover them and for me to wait weeks for a resolution or my money back. That's BS! So Paypal should cover their mistake? I guess so. Then I asked to talk to a Supervisor. The Supervisor said I need to call ***** and have them do an investigation. I asked why. She said because ***** Packed the box at their warehouse. I asked WHY DO I have to call ***** for that?? You guys hired them to do the job? You hired them! You should be calling them to find out what happened not me! No Sir, the customers must call. That's RIDICULOUS! I want My Money Back! I will never shop at Home Depot Again! Buyers Beware!
Business Response
Date: 02/11/2023
February 11, 2023
Attn: ***********************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303

RE: ***************************/ 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 reached out to the customer regarding his complaint. The team apologized for his experience and compensated the customer for the missing item. This matter needs no further action and has been considered closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31552533
Customer Answer
Date: 02/11/2023
I would like the following comments to be apart of the BBB Complaint Record so that others may see how this was dealt with by Home Depot and how I was treated as their customer.
Home ********************** Corp called me regarding the BBB Complaint and I can ONLY Thank BBB for that as it would never have happened without BBB. The only solution they would offer is a Gift Card / Store Credit for the Items Plus Tax ($74.88) and they would NOT Issue a Refund. I explained that I needed the items today 2-11-23 in order to complete the job and since Home Depot was still not believing me as to what occurred I reordered and bought them again through AMAZON yesterday and they were delivered at 6am this morning. By the time Home Depot called the cameras were already install. I explained I do not want a store credit or gift card as I will never shop at Home Depot again. The gentleman correct HD SUPERVISOR said statements from yesterday that it was not sent directly from the vendor AND it was not packed by ****** it was only shipped by *****. So I would have spent hours yesterday calling ***** trying to have them find my missing items, sounding stupid saying they packed the box, and hours on a wild goose chase....from a HD Customer Support Supervisor. The gentleman said basically that by their documentation, and by the weight of the box reported by ****** that they believe the items were all delivered. I told him since it was sent from a HD Warehouse, I know they keep constant cameras on the entire operation inside, and that I would like them to pull the video footage in the warehouse of my package being built. If they are not believing me and I KNOW I am telling them the truth, and it wasn't ****** then pull the video of my package as I know the presses is all bar coded and video monitored. Silence. Kept basically saying I was lying and that they believe all items were delivered. I stated well it is quite interesting that you won't pull the video, that you don't care if someone is messing up on their job, and that you are basically telling me I am a liar, and this is how you treat a loyal customer. DID NOT CARE. So now I have a stupid Home Depot Gift Card, have wasted a full day on this, have been accused of lying, had to spend more of my money to replace their missing items, and I must go buy something else from them, which I don't want to do and I don't need, in order to get my money back because of their screwup. The proof is there in a warehouse video but they don't care to look or about their customers. I can't even buy something from the store and return it to get my money back as it will just be another gift card. So NO, this is not a satisfactory resolution BUT THE ONLY ONE HOME DEPOT WILL GIVE ME! After this last GIFT CARD Purchase I AM NEVER EVER GOING INTO ANOTHER HOME DEPOT....FYI - DO NOT DO IT!
Business Response
Date: 02/13/2023
February 13, 2023
Attn:***********************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303

RE: ***************************/ 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. As previously stated, The Home Depot Online Escalation Team reached out to the customer regarding his complaint. The team apologized for his experience and refunded the customer for the missing item. This matter needs no further action and has been considered 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 customerspatronage 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: 31552533
Customer Answer
Date: 02/13/2023
My Statements and Issue With Home Depot Stands As Stated.
I DO NOT Wish To Waste Anymore of The BBB's Time. Home Depot Has Wasted My Time, Will Not Give Me The Courtesy Of Their Time To Do Thorough Video Research, And Their Time Is Of No Concern To Me.
I Refuse To Click "I Accept The Resolution and Outcome" and Will Let Time Elapse Close This Case.
Thank You BBB For Getting The Home Depot To Do ANYTHING As They Were Not Going To Until I Wrote You!
SHOP AT LOWES PEOPLE!!

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