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
- 8,670 total complaints in the last 3 years.
- 2,508 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:02/08/2023
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.
At approximately 4:40 pm on 02/07/2023 I made an online purchase for Milwaukee brand tape measures. The online advertisement stated the tape measures where a "special buy. $5.97 includes 30 units (.20/unit)." I purchased a qty of 4 from the Home Depot website. I was charged $25.19 after tax and had an in store pickup scheduled. I arrived at the store early to seek my order which had not been filled yet. I looked on the store shelves myself for the product I was purchasing. The West ********** showed that there was a qty. of 25 remaining after my purchase. I proceeded to search the shelves only to find individual tape measures were being sold for $5.97. I asked an associate where the "Special Buy" tape measures were. She explained that they are not sold in packs of 30 but rather individually for $5.97 each. I showed her the online ad where I made my purchase at Home Depot.com. She immediately contacted ***************** the assistant store manager. After looking at the ad he explained to me that this was, in fact, an error. He agreed to sell ONE container, containing 30 tape measures, for $5.97. This is all the store had on hand at this time. He essentially fulfilled one of four quantities from my original order. The order still shows that a QTY of 3 is still owed to me. He told me that Home Depot will only sell me three indivual tape measures, not three 30 packs, when the rest of the order arrives. He explained that the price of $5.97 including 30 units (.20/unit) as advertised would not be honored. He explained that Milwaukee Tool sets the prices online and Home Depot was not at fault for the error. I have reached out to the customer care ********************** line several times and I have not had any resolution with any associate from Home Depot. They all tell me that there is nothing they can do. I have documented the webpage showing the price that Home Depot will not honor.
Business Response
Date: 02/15/2023
February 15,2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & **************************************************************************************************************************************************************** 30303314
RE: *****************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review,our online team was informed by the customer, that the issue has been resolved by store management.
At this time, 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 should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 02/15/2023
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: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 ordered $6,886.34 worth of materials on-line from Home Depot and reqeuested a delivery inside the backyard through the gate so the items could be placed under *****************. On 2/7, I was told by the delivery department that my order would be delivered on 2/8 between 6 a.m. - 10 ;30 a.m. and discussed the delivery instructions with ****** who confirmed it would be dropped in the back through the gate. Later that evening I was notified 2 of the doors would be delived on 2/10. On 2/8 at 7:30 a.m. the delivery person dropped the 2 pallets of product in the yard because her forklift would not fit through the gate. She said I needed to have requested a threshold delivery and to call the store to get someone out to do that at an added fee. I called the inside gate service for the items delivered and to confirm the doors coming Friday would be delivered properly and was told they couldn't help me becuase I didn't set it up correctly upon ordering. I had no choice but to cancel everything and after speaking with 8 people (******, ******, ********, ******, *******, ****************************** and *******) and spending 4 hours on the phone I was only able to get the Friday ordered canceled and a scheduled pickup for the items left today for Friday. I called ***** at *********, ***** HD store and she was helpful.I plan to return the ship to home small items that are due in Friday, 2/10 myself.I need a full refund for the 3 sliding glass doors, 4 windows, 24 roofing panels and 45 t1-11 panels along with the delivery fees for a total of $6,886.34.I have been told the back order sliding glass door that is due in on 3/6 (one month away) needs to be delivered to my home and then I need to return it for a refund?? I am HD's customer, not the vendor. Either cancel the item or have them send it directly to HD. This entire service debacle could have been prevented by delivering the items as it was requested or resolving any issue when the delivery was being scheduled.Business Response
Date: 02/15/2023
February 15th, 2023
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: *********************** /BBB (Better Business Bureau) Complaint#:
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his online order.
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. The online team are not able to refund the customer for order **********
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: 02/15/2023
Complaint: 19365528
I am rejecting this response because: *************************** with Home Depot Executive Escalation confirmed on 2/13 via email that store manager ************************* provided us with a credit of $5282.30. We verified with **************** on 2/14 that the credit did post to our account. I do not understand the response that was provided by the business on behalf of *****. Please explain if the credit we received is in fact their resolution.Sincerely,
***********************Business Response
Date: 02/17/2023
February 17th, 2023
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************************ Tower, Suite 900
*******, ** 30303
RE: *********************** /BBB (Better Business Bureau) Complaint#:
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his online order.
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. The online team were able to do a full refund to the customer for order **********
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: 02/17/2023
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 had an account with them and paid off the remaining balance on my card. It has also been closed according to Credit Karma. They have blown my phone up every day for months, saying I still owe them money on some hidden fee that's been collecting. I just want them to leave me alone and stop asking for more money.Business Response
Date: 02/17/2023
February 17, 2023
Sent Via Email
Attn. *****************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** and 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 her Home Depot credit card account.
Home Depot has carefully reviewed this matter and offers the following response. I partnered without business partner Citibank who will provide a response/resolution directly to customer.
With that being said, ********************** consider this matter closed.
Please know that The Home Depots goal is 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.
Sincerely,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. *****in my absence.
SF Case #********Customer Answer
Date: 03/09/2023
I have filed with BBB and received a response explaining that the matter has been settled. The company still has not remove the fees they keep collecting and harass my phone twice a day and email atleast once. They have not left me alone nor canceled my account. I have not bought anything from them and I paid off what I did purchase a long time ago. I just want it to be canceled and left alone!Business Response
Date: 03/14/2023
March 14, 2023
Sent Via Email
Attn. *****************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** and Northeast *******
*****************************************************************
*******, **. *****
Re: *********************/ BBB Case ID #********
Dear ****************,
We acknowledge the receipt of the BBB Case ID #********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her Home H323839*****530373836H credit card account.Home H323839*****530373836H has carefully reviewed this matter and offers the following response. I partnered with our business partner ******** who will provide a response/resolution directly to customer. With that being said, ********************** consider this matter closed.Please know that The Home Depots goal is 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.
Sincerely,****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: **************
Ext. ***** Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. *****in my absence.
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.
I ordered refacing of cabinets in June 2022, my contract stated that the job would start 8/15 and be completed by 9/1/2022.I gave them $21,770 (paid in full)They did not install until 9/26/2022 They left materials in my bedroom, patio and living room. I had to pay to get it removed.They bought 4 wrong drawers, missing 2 cabinet doors and forgot my shelf and did not do any caulking.I waited 3 months for them to bring the wrong cabinet doors and forget the shelf, that was in December.2 weeks ago, they again bought the wrong size cabinet doors and the wrong color and put plywood in cabinet as shelving.I have had no emails returned or calls returned for the first 6 months.I have been in communication with customer **********************, I call every day and every day they ask what I would like.I would like my shelves, cabinet doors and compensation for eight months of being treated like garbage.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 #: 19365748
Dear *************:
We acknowledge the receipt of the BBB Case #: 19365748.
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 reordered the missing cabinet doors. The doors have an estimated time of arrival of February 28th. Once the doors are delivered, we will schedule a site visit to complete the install. Communicated and advised to customer that compensation will be discussed upon completion.
With that being said, this matter is still being monitored and in progress until the installation is completed.
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
CUSTOMERS FIRST
Resolution Expediter-Executive Escalations
Phone: ************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 02/17/2023
Complaint: 19365748
I am rejecting this response because:
This job was supposed to be complete by September 2022, I asked that they compensate or at least let me know the compensation immediately.it has been 8 months of no return calls, wrong items being left in my home, wrong sizes being delivered.
I have no way of knowing and no reason to believe the correct shelves and cabinets will be delivered the beginning of March.
Sincerely,
*********************Business Response
Date: 02/24/2023
February 24, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 19365748
Dear *************:
We acknowledge the receipt of the BBB Case #: 19365748.
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 to the BBB rebuttal. The Home Depot reordered the missing cabinet doors. The doors have an estimated time of arrival of February 28th. Once the doors are delivered, we will schedule a site visit to complete the install. Communicated and advised to customer that compensation will be discussed upon completion.
With that being said, this matter is still being monitored and in progress until the installation is completed.
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
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: 30989178Customer Answer
Date: 02/27/2023
Complaint: 19365748
I am rejecting this response because:It is 2/27 and no one called me regarding an installation date.
Again, my contract states that this would be complete by September 2022.This experience has been a nightmare
I would like a refund.Sincerely,
*********************Business Response
Date: 03/08/2023
March 8, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 19365748
Dear *************:
We acknowledge the receipt of the BBB Case #: 19365748.
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 has addressed all of the customers installation concerns via a site visit on Tuesday, March 7th. Compensation for the customer is currently under review.
With that being said, this matter is still being monitored and in progress until final compensation is determined.
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
CUSTOMERS FIRST
Resolution Expediter-Executive Escalations
Phone: ************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 03/09/2023
Complaint: 19365748
I am rejecting this response because:
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.
The Home Depot refuses and is currently withholding a refund from me for $1117.56. My refund must be issued in store over a debit card and they tried to do the return online to a **** debit. I let the manager of the store know this information. The manager disagrees with me and told me to prove I have not received my refund from them by providing bank statements. I provided bank statements certified by my bank and have showed them through email, I have never received my refund. I have called the store and asked for the manager to call me back so I may come in to receive my refund. I have been told by assistant manager that they are withholding the refund from me because they do not want me in the store.Business Response
Date: 03/09/2023
March 9, 2023
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ************************* 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 regarding a refund from our company.
The Home Depot has documented the customers comments and concerns at the corporate level. We have contacted ********************************* to discuss the complaint filed. The team determined that there were no issues on our end and requested the customer reach out to her financial institution to investigate. With that being said, we now consider this case 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 customerspatronage and looks forward to servicing their future home improvement needs.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********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.
Job #******** was ordered in 2021 and installed in 2022. One of the windows installed had been damaged prior to reaching my home. The the ordering of repair parts, delivery, and installation of those part has been promised mutiple times but Home Depot has not met their obligation with continued excuses. Home Depot customer care cases ******** and ******** have not resolved the damaged window to date.Business Response
Date: 02/16/2023
2/16/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 Peachtree ******************************************************* 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 Branch Installation Manager confirmed that the job material was delivered, we are working with the installers on an appointment day to complete the job. We will continue to provide customer with updates as they become available.
With that being said, the Home Depot is in the process of addressing our customer concerns.
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: ********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 was visiting stores numerous times during early 2022. I bought a home depot gift card for a $100.00 It was for my dad's birthday. His birthday is June 2nd. I don't remember where I bought it. I don't remember when I bought it. I thought was either at 1 of 3 stores. ******** ************ or ******. My dad tried using the card at the Hyannis home depot. It had a balance of zero.I went to ******** stop & shop and Shaws. I asked them to look up card #. They said I had to contact Home Depot. Once they sell it, they can only check a limited number of details.I called home depot.com. they say I have to go to store. When you buy gift card they give you a receipt. For when it's lost or stolen. I tried to explain to home depot.com that I have the card. It wasn't lost or stolen. They said there is nothing else I can do. I just want to find out what happened with this card. Was there a $100 ever on it. Was it scammed?I think I bought the card? I might be wrong. Was there ever $100 on the card. My dad wouldn't lie, spend the card and then tell me it was never used. I had to spend another $100 and buy him another gift card. Any help would be greatly appreciated. The card number is 9808 145105 747856 4164607 it is a $100 card. Not one u put an amount onBusiness Response
Date: 02/09/2023
February 9, 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 Depot Executive Escalations team contacted ************************ after researching the gift card number provided by the customer we confirmed that the customer never purchased the gift card and no balance was available due to no sale.
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 ordered a dishwasher, a microwave, and a refrigerator from Home Depot on November 8, 2022. Over the following 2 months and 5-6 no call, no shows on delivery, we canceled the order. They found our appliances and we reinstated the order. They delivered the dishwasher only on the next scheduled delivery date. A few days later they delivered the microwave only and it was defective. we canceled the order again. We still have not received a refund for the appliances several weeks after we canceled our order a second time. Lowes delivered in two days which Home depot could not deliver in two months.Business Response
Date: 02/10/2023
February 10, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
RE: ***************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has been in contact with the customer. The customer will go in store for their cash refund of the appliances.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date: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.
home depot designer failed to design our kitchen found it was the persons first kitchen they designed they "fixed it" the installer had to come back a week later because some of the cabinets were touching the stove and microwave so home depot reordered the proper ones and got them installed, one slider is broken for 1 of the drawers sent pictures to home depot to order proper one sent wrong one still waiting been speaking to someone in their "customer care team" who is ALWAYS either off or wont return emails or call... was promised EVERYTHING would be done before Christmas and it is not, we had to find someone else to install backsplash in the kitchen we were originally quoted 500 to do the back splash then they said **** and would not budge on price, also when they delivered the cabinets both times they would not bring them inside the house as stated by the kitchen designer i was at work wife was home alone they ended up putting them in our garage and my wife and myself had to bring them in! the second time they brought the replacement ones they showed up at 645 in the morning and i worked till 1 am! we were also told by the kitchen designer when we booked the installer to do the cabinets that home depot had everything in stock and was delivering it to us two days before the installer was coming the next day I received an email from home depot that our trim for the cabinets were shipping to our house via ********** and they were in *******!!!!! and home deopt also failed to give us filler pieces so the cabinet installer had to custom make them so there was no gaps between cabinets and the wall!! also one cabinet was broken when they delivered it completely smashed so my wife and myself had to drive to home depot for the millionth time and get a new one!!! also the women from "customer care" / resolution specialist *************************** was yelling at my wife and made my wife cry she called me from work balling her eyes out this is not professional at all!!Business Response
Date: 02/13/2023
February 13, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* 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 customer has experienced regarding kitchen remodel.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Our business partners at The Home Depot ******** Executive *********************** are handling this complaint. All information for this case has been forwarded to the local branch office. We have received an update, due to unforeseen circumstances beyond the control of the associate looking after their file, she was unable to provide responses to their requests for an extended period. Our apologies have been provided to the customer and the Executive Escalations agent has spoken to the customer to address their concerns in the delayed responses.
The Home Depot has made efforts to address the customers concerns by providing them with an offer of a goodwill gesture in the amount of $1000.00 for their overall experience and the vendor has been contacted with a request to address the scratched in the countertop by buffing them out. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for the customer.
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 do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 31523122Customer Answer
Date: 02/13/2023
Complaint: 19365459
I am rejecting this response because: after further discussion with my Wife, and still having communication issues and all the overall issues from the beginning of the kitchen design, we respectfully reject this response. $1000 is not nearly enough to what we deserve compared to the money we have spent and the issues we are left with, and have gone through, this needs to be reviewed.
Mehvish didnt even order a replacement for the one cabinet which arrived in rough shape when we unboxed it. Its almost a yellow/white compared to the other cabinets, and the corners are a little banged up I mean roomed this all to Mehvish but she didnt listen. So now were stuck with it. I have luckily been able to make it look a bit nicer with a hanging plant. Overall, We have been treated so horribly and there was so many mistakes and treated so poorly. Not to mention how ******* spoke to us on the phone always talking over us, and not calling when she said she would or respond to any of our emails.
Were left with a not so nice looking corner cabinet which was a whole fiasco, scratched countertop.
Not to mention it was supposed to be completed before Christmas and was finished in January and after many issues with the quote from the backsplash we went with someone else.
********* from the ***** ******** location was WAY off cost wise. Backsplash she said the company told her it would be under $400 for install - then, was quoted $1800. Our countertop she said would be $1,093 but it was $1600. I do have record of every email / communication and paperwork showing all errors etc.
We had design errors - multiple. I was stuck for weeks with cabinets that dont work or open - still stuck with 1 that doesnt work.. Cabinets all over my main floor because of design errors. (Pantry they designed to go over 1/2 of the heat vent then told me to hire a hvac specialist to move my venting which would cost thousands) errors with my sink style/ cabinet, also paid an electrician to relocate my stove and fridge, then after I did so the designer told me to just move them back. When I had just spent tons of money to love them so we refused and then they made multiple other design errors. Missed ordering me materials such as fill pieces.. They swapped my drawer sizes on me - finally sent replacements of larger size after fighting for them and showing them the design photos as proof they were to be larger and they were installed weeks later in January. But one drawer track delivered broken. They sent me a replacement, was the wrong style track. After asking and trying to reach Mehvish for three weeks - I ended up having someone at the st ***** location order a track for me (my mom ordered a countertop through them - also had issues) but the lady at that location was kind enough to order me the track as I am unable to use the cabinet until I get the new track.
We had issues with getting everything and delivery. There was a delivery order a pick up in store order and stuff that was shipped to our house. This was an ordering error why wasnt everything shipped to us? Also, in middle of a blizzard and -30 weather we had to bring the cabinets into our house ourselves. We were told different times when delivery would happen so we took time off work to accommodate.. your delivery carriers do not bring into our house. ********* told us they would bring them into our house.
Sincerely,
***********************Business Response
Date: 02/20/2023
February 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* 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 customer has experienced regarding kitchen remodel.
The Home Depot has reviewed this case and has reached out to all parties involved. Our business partners at The Home Depot ******** Executive ********************** handled this complaint. We received an update on 2/17 that the customer was supplied with the replacement tracks, accepted compensation and has signed a settlement and release form to accept the countertop and kitchen cabinets as is. The Home Depot has addressed our customers complaint and considers this matter resolved.
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 do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********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,
***********************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 20 2023 I went into ************** on 13th street. The lady in appliances stated that she couldn't order an appliance for me because HD didnt carry the 298$ ******* Microwave that I had saw HD.com. I showed it to her on my phone a d she told me it wasn't an accurate price. So, I went to my car and ordered the microwave. On January 30 I received a call inquiring about my address. I live in a rural area and the delivery team was confused. They told me they would call me back with a delivery time for Wed the 1st. On the 1st, I contacted them and they hadn't added me to the schedule for delivery and scheduled my delivery for the next week on Wednesday the 8th. The 8th rolled around and I called. They hadn't put me on the schedule for the 8th so now they are telling me it will be the 15th. They can't do anything to fix it and don't care. The warehouse is 1 hr from my home but they don't allow you to pick it up. Order number WB36444910Business 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 #: 19365327
Dear **************:
We acknowledge the receipt of the BBB Case #: 19365327
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 Delivery team to confirm the customer's delivery date for 2/15/2023 between 10am - 2pm.The team contacted the customer on 2/15/2023, who confirmed delivery.
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. ********
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