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
- 11,932 total complaints in the last 3 years.
- 3,413 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:02/09/2023
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.
Kitchen countertop cracked. 3CM Silestone Quartz - Calacatta Gold, manufacturer *********. Purchased through Home Depot, Installed 12/18/2020 by *****************.
Business Response
Date: 02/20/2023
February 20, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *************************** /BBB Complaint#: 19365323
Dear **************,
We acknowledge the receipt of the BBB CASE#: 19365323
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to a shopping experience 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. We are currently waiting for confirmation from our business partners regarding next steps to resolve our customers complaint concerns. Once a decision is reached by our business partners, we will provide an update on resolution. Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.
With that being said, we are still in the process of addressing our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 02/22/2023
This complaint has not been resolved. I cannot accept or reject their response, as their response merely states "we are working on it".Business Response
Date: 03/22/2023
March 22, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************************************************************** 30303
RE: *************************** / BBB CASE#: 19365323
Dear **************,
We acknowledge the receipt of the BBB CASE#: 19365323
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to 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 has agreed to remove and replace the countertop.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: 31355673Customer Answer
Date: 03/22/2023
Home Depot is still in communication that the issue will be resolved. They have committed to the replacement, but have yet to schedule or perform the work.Business Response
Date: 04/17/2023
April 17, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************************************************************** 30303
RE: *************************** / BBB CASE#: 19365323
Dear **************,
We acknowledge the receipt of the BBB CASE#: 19365323
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer selected the dates of 5/11/23 for the tear out and cabinet prep and 5/12/23 for the installation, which we are able to do.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: ********Initial Complaint
Date:02/09/2023
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.
order number WB36234325 I ordered custom blinds. ***** shows they were delivered. I received 3 and have ring camera to prove it that the other 19 did not get delivered to the right address. I called HD customer ********************** on 2/2. 2/8 three times and 2/9 today to get a status on the delivery issue and ever time I call in, everyone tell me that they will get back to me by end of day and so far I know nothing about where the missing 19 are or what the plan is to fix the issue. Their customer ********************** is terrible, follow up is terrible and the lie about follow up. Today again I called only to be told that the manufacture needs until the end of the day to follow up with ***** when I was promised a follow up on Feb 6th. I am not happy!!!Business Response
Date: 02/16/2023
February 16, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case #: 19373132
Dear **************:
We acknowledge the receipt of the BBB Case #: 19373132
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 and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team contacted our Blinds.com business partners, who approved a full refund for the missing blinds. The team sent the customer an e-gift card to place a new order, which the customer confirmed receipt of on 2/15/2023. Upon receiving the new order, the customer will contact the manufacturer directly to schedule an installation appointment.
Under the circumstances, The Home Depot has performed due diligence in this matter and considers this case 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:02/09/2023
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.
*********** service was contracted for work from a Home Depot Protection plan. The A and E employee did not reattach the drain hose cause my home to flood. I had thousands of dollars in damages to replace the floor. I filled claim through Sedgwick. ******** did not complete my claim. This issue is being passed around through multiple companies and no one is taking the blame.Business Response
Date: 02/13/2023
February 13, 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 Depots third-party administrator, ******** ***************** Service for consumer damaged property will contact **************** to open a new claim and take care of the customers claim and provide the customer with the resolution.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31540523Customer Answer
Date: 02/13/2023
I am fine with them reopening the claim. I would like proof that it is actually done before this is closed out through BBB.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 Depots third-party administrator, ******** ***************** Service for consumer damaged property has open a new claim (#***********) for ****************. The claim is active and in progress. ******** will take care of the customers claim and provide the customer with the resolution.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31540523Initial Complaint
Date:02/09/2023
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 bought a Whirlpool washing machine and its protection plan in August 2018. Since aprox 5 months ago the washing machine has had a problem of vibration and lowering of the drum, on 3 occasions (January 16, the last time) technicians have come and have changed the same exactly part, (some springs), the washing machine works for a few days and the problem reappears. Already a little annoyed by the situation, I called Home Depot/Asurion on Jan/24th, and they tell me that due to several calls and no solution, an inspector would come in 48 hours to give a final report, after that they will refund my money or will replace it with a new equipment. I waited for that time, no one showed up; I called again on Jan/24 and they told me that they would do it in 72 hours, and they didn't comply either. On Feb 1, I called again, and now they told me that I had to wait until Feb/7. Yesterday, I was completely annoyed because no one came, I called again, and now they indicate that the inspection date would be on Feb/20. I am feeling that there is a lack of total seriousness and compliance of both companies (the seller and the insurer) and I feel totally deceived, since only to make a final report is not required but the disposition to do so, since neither tools nor parts are required (according to the customer ********************** agents). I review my claim ********** on the *** every day and they do not assign any company. I estimate that it will arrive on Feb/20 and again they will give me any excuse.I request through you help me to solve this problem as soon as possible, that is, the refund of the money, or the replacement with a similar equipment.Thanks.Business Response
Date: 02/10/2023
February 10, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Case #: 19369957
Dear **************:
We acknowledge the receipt of the BBB Case #: 19369957
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 and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team contacted our Asurion business partners who approved a 'Buy-Out' request for $725.46; the customer accepted this offer.
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 Escalation Support
The Home Depot -Customer Care
P: **********************
F: ************
Reference No. ********Customer Answer
Date: 02/17/2023
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:02/08/2023
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 purchased a ******* flex washer and flex dryer from Home Depot on January 21. They guaranteed that it would be delivered the following Saturday. They emailed me on January 25th telling me to prepare to receive my appliances on January 28th. They stated I would receive communication in January 27th to give me the window for deliver on the 28th. They didnt reach out to me at all on the 27th or 28th. When I called on the 28th to ask about the delivery, they told me I would receive it that day and was on the delivery list. However nothing was delivered. I went to Home Depot in ******* ** the next day to request a cancellation and refund due to their lack of customer ********************** and delivery of my purchased items. They gave me paperwork on January 29 saying the order was cancelled despite rescheduling the order for February 3rd. I called multiple times asking why a delivery was being scheduled for a cancelled order. They said it would be rectified after the February 3rd delivery date. I didnt receive any product or communication of product being delivered on February 3rd. Since then their management has been repeatedly saying they are resolving the issue but they keep saying my refund is pending. I have almost $3000 on my card that I was charged interest for on something that they didnt deliver and was cancelled.Business Response
Date: 02/20/2023
February 20, 2023
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
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 order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. ********************* regarding his cancellation. The Home Depot has contacted our customer to confirm the order has been cancelled since 02/09/2023.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
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Initial Complaint
Date:02/08/2023
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 January 26th, 2022, I purchased Carpet from Home Depot. Home Depot uses a Company called USIG to install the Carpet. USIG came out and installed the Carpet in Four Bedrooms, a Hallway and Stairs. A few Weeks later I noticed that the Carpet that was installed on the Stairs was coming up on the Sides. A representative from USIG came out and informed Me that the installer from USIG never installed Tack Strips when installing Carpet on the Stairs. USIG came out and installed Tack Strips and fixed the issue. I filed a claim for one of the bedrooms (Picture where Carpet came apart at the seams). The Claim was denied because of excessive Dog Urine. I was told that since Claim was denied that USIG and Home Depot were no longer responsible for any Carpet repairs. This makes no sense because after the claim was denied USIG came back to fix the Carpet on Stairs. I called Home Depot several times and sent them emails regarding the other issues in the attached Pictures. They kept giving me the run around. I called Home Depot again on January 8th, 2023 and was informed that all claims have been denied and they wont fix the other issues since the original claim was denied. The other Pictures have nothing to do with the original claim and these Photos are located in other areas of My House. The Carpet on the Stairs is coming up again and they refuse to fix the issue even though USIG told Me that if the issue repeats that they will come out to fix it. This complaint is towards both Home Depot and their Installer USIGBusiness Response
Date: 02/16/2023
February 16, 2023
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
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 carpet warranty.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding his carpet. The Home Depot has partnered with our service provider and determine that due to upkeep of the product the warranty has been denied.We have also provided the customer with a formal denial from **********************. ********************** 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
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 02/19/2023
Complaint: 19369830
I am rejecting this response because: I never received a letter from Home Depot. They should be responsible for the carpet that is coming up on the stairs and in the other rooms. Only one room was denied the claim. I have a four-bedroom house with stairs and hallway. Why won't they fix the other areas due to USIG doing a crappy install Job. They say they won't fix other areas due to the fact that one room was denied due to pet urine stains. Thats funny because USIG came back to my house after claim was denied and fixed the carpet for a second time on my stairs. I even asked the installer when He came out what will happen if carpet comes up a third time. His reply was We will come out and fix again. I have also contacted the **************** for My help in this matter. 3onyourside has been contacted and I will contact more. Home Depot is getting away with not covering the warranty of USIG.
Sincerely,
***********************Business Response
Date: 02/27/2023
February 27, 2023
Sent Via ****************************************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
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 carpet warranty.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding his carpet. The Home Depot has partnered with our service provider and determine that due to lack of proper upkeep of the product by professionals, pet urine, and repeatedly lifting carpet from tack strips the warranty has been denied by the vender as well as The Home Depot. We have also provided the customer with a formal denial from **********************. ********************** 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
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 02/27/2023
Complaint: 19369830
I am rejecting this response because: They are full of c*** Read the previous emails. **** said they would fix stairs.
Sincerely,
***********************Initial Complaint
Date:02/08/2023
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.
Door Entry Installation Date of initial $40 Door Measurement: 7/10/22 Date first door installation quote received: 9/1/22 Date of door installation deposit: 9/5/22 Door installation Date: 11/14/22 11/14/2022 - We were scheduled for 7AM-8AM, confirmed by the front desk of the contractor's business. The installer came to our house around 10AM to begin installing the door. He advised us he was supposed to be here much earlier but Home Depot did not have our door and materials ready for him to pick up. After 30 minutes of prepping the materials and getting the door out of the packaging, he realized Home Depot did not give him all the materials he needed. So at around 1030AM he left and went back to Home Depot to pick up the additional materials he needed. By the time he was able to get the remaining materials he needed, it was 12:30. It was around this time when we called his phone number and he explained to us the above situation. He said since it was 12:30 he returned all the door/materials and to reschedule because he would need more than 4 hours to complete the job. After ending my call with the contractor, I called Home Depot and a customer ********************** manager told me that I was entitled to compensation due to the absurd amount of time I waited to get to the point where I would have a door installed (July 2022 to November 2022) The job was rescheduled to a date in Late November, of which the job was completed. 2/8/23 I get a call from Home Depot ************* to pay the remaining balance of the door. I told them Ill pay the remaining balance, minus whatever credit I received off. The person told me there were notes about compensation but no approvals were started, meaning no work was done to ensure I would be getting money off my order. He then threatened me that this will go to collections if I dont pay this. That is when I got off the phone with this person as there was ZERO customer ********************** in this call. I want $300 off my door balance.Business Response
Date: 02/22/2023
February 22nd, 2023
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: *******************************/BBB (Better Business Bureau) Complaint#:19368292
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his door installment,
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. Customer has paid balance in full.
With that being said, we consider this case 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,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Customer Answer
Date: 02/22/2023
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:02/08/2023
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.
Was advised by sales associate in homewares **** that coupon would be honored in addition to interest free promotion! It was not, and now ********* (Home Depot) credit services advised cannot be changed and **** with the Citi credit group advised to bad, just pay. Would like someone to address this, not only with the associate for a training opportunity but also who they (Home Depot) will use as a credit card company representing them. Terrible business practice in my opinion, cancelled card with them and will no longer do business with Home Depot! Account *******************Business Response
Date: 02/22/2023
February 22, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
Re: *********************** /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the BBB Complaint# ********
On behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, the customer will receive a response directly from Citibank.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it 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
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:02/08/2023
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 the ******* Flex washer on 11/29/18 from the Kent ******** online and we also purchased the extended warranty that covers up to 5 yrs of repairs. We have not had issues with the washer until last year. Our protection plan does not expire until 11/29/23. We contacted the Home Depot's protection plan department to file a claim because our washer sounded and felt like an airplane was taking off. We started this process at the beginning of 11/2022 but I believe the initial call was conducted at the end of 10/2022. They gave us the option to repair or buy out/refund our money. We chose the repair because we just wanted to use it again for our family.First ****************** could not source the parts so on 11/8/2022 they sent A&E company who were able to successfully source parts.However they cancelled on us 17 plus times, mostly the day off. We kept in regular correspondence with HD's ***************** to make them aware of this issue. We were cancelled for a total of 3 months.HD has offered a refund to us 3 times and turned around and denied us.A&E finally came and said it was fixed. A few days later we went to use it and it is grinding now. We called HD and let them know that it is not fixed and they offered the refund again and then denied the offer. I am confused because no one is willing to help us or hold the contracted company responsible for their actions. It is now February and we are still without a working washer. I would like a refund back and we can purchase a new washer at this point. They continue to say it will be made a priority with no avail. This is not okay and the one suffering is my family because we are stuck in a loop hole. Initially it was denied multiple times because the parts were at our home. We requested they take them back and refund us but they said we had to wait until A&E shows up now to fix it. Now we are told even though it is still broken and we have no parts we cannot be refunded. We are at a loss, please help us!Business Response
Date: 02/16/2023
February 16, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street 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 purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Executive Escalation team has contacted ************* and informed that the refund was approved. ************** was updated on the processes and timeline for the refund and to allow **** business days to receive a mailed check. Customer was pleased with the resolution.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it 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
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:02/08/2023
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 Sept. 25, 2022, I ordered a refrigerator and a stove. Neither was delivered on 10-10-22 as was expected. The first time the delivery people came they asked me what are we doing with the old refrigerator and stove. So they left and then said they were not scheduled to take the old refrigerator and stove. The store said we will take care of the delivery fee because it was not put on the invoice. On 10-18-22, they wouldn&#**;t do it because of the copper line. The rep came on Nov. 9, 2022 with the refrigerator and said it would not fit and told me to go back to Home H3238**30303530373836H and pick another refrigerator. I went back and they said I can&#**;t get a credit now. I had the 18 month no charge and they said I couldn&#**;t do this. They said they could push it through but they didn&#**;t do it. I talked to someone in the escalation department and they said they would give me some kind of settlement for all the trouble. I went in on the 9th and the rep ******* that I could still get the 24 months. The guys came Nov. 19 and brought my refrigerator. It was scratched up and I didn&#**;t notice until later. They said it will be a while because I ordered another refrigerator. The other guys took the old appliances out. They told me I would get a refund of $274.98 and I did not get it for the plumber and my inconvenience. It&#**;s been over a month. On my bill, I have the old refrigerator and I don&#**;t see where they took off the $274.98. Later, they told me I need to send in all my receipts. I have been trying to deal with them and nothing has happened. They hung up on me.Business Response
Date: 02/17/2023
February 17, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Case #: 19367547
Dear **************:
We acknowledge the receipt of the BBB Case #: 19367547
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 Online team contacted the customer via email/phone on 2/15/2023 and 2/16/202, but were unsuccessful in their attempts. The team provided their direct contact information to the customer, and will continue to assist until this matter is resolved.
With that being said, this matter is still in progress and monitored until we reach a final resolution. 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. ********Customer Answer
Date: 02/20/2023
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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