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:02/08/2023
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.
Bought a refrigerator from Home Depot (located at *******************************************************************) on order # H6319327896. Delivery set for the following week. Instructed by Home Depot personnel that if ANYTHING is wrong to refuse delivery. That they CANNOT help if we accept delivery. I take a day off work and on the 1st attempted delivery has a forklift fork hole through the side of refrigerator. DRIVER REFUSED to take inside our house. Call Cust Svc and they say they will try again and I will be compensated for my hassle. 2nd delivery day comes and this one has a large hole in the back of the refrigerator that hit a copper line inside. DELIVERY DRIVER REFUSED the delivery again. Call cust svc again and am told the same, well try again and you will be compensated. I call the store and the mgr. does agree to send a loaner until I get my fridge. That was helpful since we had guests from out of state living out of the dorm size fridge that I had to buy just to live. They also promised a mgr. will look over the next unit before sending. 3rd delivery was badly damaged on the bottom corner of the fridge and again the DRIVER REFUSED delivery. Another call to cust Svc and again a promise they will get me another, I will be compensated and that they will have a mgr look at the fridge before sending the next (didnt happen last time). 4th delivery attempt and the door is badly damaged. DRIVER REFUSED delivery to us again. This time they took our old fridge with them and damaged our walls (2), ********, and floor trim. Got a call that night that my order may be canceled due to ME refusing 4 UNUSABLE fridges. I explained to the mgr. the history and was told that they would call and explain and this wouldnt happen. Next day got a call that they did cancel. I would ONLY get a 5 yr warranty (that I already paid for) and NOTHING ELSE if I wanted to reorder. This was from the store mgr. I also emailed corporate and the *** with no response. Called the store manager wont take my calls.
Business Response
Date: 02/28/2023
February 28, 2023
Sent Via Email Attn: *************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who provided a physical gift card # CSD6B2TWJB for the amount $795.00. Customer may reach out for assistance as needed once his replacement order is placed.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31523239
Customer Answer
Date: 03/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Business Response
Date: 04/10/2023
February 28, 2023
Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who provided a physical gift card # CSD6B2TWJB for the amount $795.00. Customer may reach out for assistance as needed once his replacement order is placed.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************Customer Answer
Date: 04/12/2023
Complaint: 19364373
I am rejecting this response because:issue has not been resolved yet. Under the terms of the agreement, I agreed to go purchase a second refrigerator from Home Depot, under the condition that there would be a white glove inspection by a manager prior to delivery. ****** arrived damaged again. No white glove manager inspection as promised. Delivery was rescheduled for the following week. My wife took another day off work, I believe the seventh now to except delivery of the fridge. No fridge arrived. No call, no-show. I had to call Home Depot corporate again since my two liaisons from the executive escalation support team could not be reached by email or phone after repeated emails, and voicemails to both of them. After 45 minutes on the phone, I was told delivery was canceled because unit was not in stock. Would have been nice if someone would have called us and let us know this so that my wife wouldnt have to waste another vacation day. There were multiple calls within 3 days trying to get a hold of atlas borders, and *************************** , with no calls back. after I spent 45 minutes on the phone, I finally reached another member of the escalation support team, who was quite helpful, and agreed to $100 per failed attempt at delivery until I have a working fridge in my house. Today, 4/12/23, *************************** finally called me back, apologize, and said he would make sure to be responsive in the future. He also assured me he would honor the $100 agreement from his team member, and would come up with a suitable compensation plan for me once I finally have a fridge that is functional. I do appreciate him reaching out, but I have a sneaking suspicion it is because I have rejected the response from the Better Business Bureau. I plan on keeping this case open until I have a functional fridge that I ordered four months ago.
Sincerely,
*************************Business Response
Date: 04/19/2023
April 19, 2023
Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who confirmed the customer received the refrigerator and there are no issues present. They called the customer and confirmed that the order was delivered and created a markdown for $1,199.00 as compensation for the issue and emailed the ************** with all the information.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 31523239
Thank you,
******************;
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: 1-***********************
Schedule: Monday- Friday 7:30am-4:30pm ESTCustomer Answer
Date: 04/20/2023
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.
In June 2022, we decided to do some remodeling of our home and Home Depot as we have utilized them in the past for the previous installation at another home location for which were very satisfied. We started looking at doors from Home Depot via the internet. We looked at various selections and decided on a design that we found out later was discontinued so we had to start again. We selected a new design and the order was placed in July for delivery in eight weeks. On September 29, 2022, the installer came to install the door, I was the party present at home for the installation. A few minutes after arrival, the installer asked me to come out and look at the door. He proceeded to advise that I should not accept and have the doors installed due to the many defects in the painting. He was very convincing and I took his advice and refused the delivery and installation. The doors were refused because the incorrect style was ordered for the front door so it worked in our favor.We contacted the Corporate Customer ********************** Department, explained what happened, we were offered and accepted a 10 percent discount on the purchase price of $6,636.23 for the inconvenience, and advised that the discount would be issued after installation.New doors were ordered and on December 11, 2022; a new installation company came out to install the door. The installer was not very rude and condescending. He damaged our walls but denied he did. He did sub-standard work and when was asked why he was putting back the damaged strips in place, he was very rude with his response. His supervisor came out, walked into our home to look at the job and I was sitting across from him and he did not acknowledge me which was disrespectful. A few minutes later he came back in and stated he was not going to install the door back because our gardener damaged the door. I looked at the door, did not see any damage, and advised that I would sign off on the installation because we did not want to wait any longer for our door. He refused and one door was returned and one was installed with damaged strips. We have advised the door again would be reordered and a new door sent. Corporate Customer ********************** was again contacted and expressed what happened, and the inconvenience with the Christmas holiday. We did not have a choice in the matter. Discussed further compensation for the inconvenience and was told that it would be considered. I was told by your customer ********************** rep that she cannot promise to give us the 20 percent discount until the doors were completely installed and there were no additional issues. We agreed in good faith that your company would honor their end once the project was completed. On January 11, 2023, a new installer came out and installed the back door, replaced the trims, removed and provided a new replacement base strip, and filled the damaged sheath rock with silicone at the front.A few days after the installation, a call was received from Home Depot corporate, we provided them with the detail and complete thoroughness of the last installer. We later received a letter from your corporate office stating $600 would be issued to us after we signed a letter that was attached to the email and return it by February 2, 2023 (what is that about?). There was no problem with us waiting for seven months for our doors. This was beyond insulting, we paid over $6,000 for these doors and had to wait for seven months to have them installed, not to mention the inconvenience and time lost to be offered $600 and how your rep went about the whole situation could be considered deceptive, by telling us to go ahead and have the door installed and then they would issue the discount compensation, knowing that they were not going to, the final amount which we are being offered is even less than the 10% that was initially offered in the beginning before the final incident. At this point, it is the principle with which this whole issue has played out and the turn in your company in terms of compensation. A bad taste was left by your company and the sad thing about it is that the doors are now installed and we cannot install and return them. We are certain that we will not utilize your company for any major projects in the future.Business Response
Date: 02/14/2023
February 14,2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ********************* ***** / BBB Case #********
Dear ***************************
We acknowledge the receipt of the BBB Case # ********
Home Depot Services Department has contacted customer.
********************** has carefully reviewed and investigated this matter. We have been informed by our business partners that customer request for compensation has been respectfully denied. We, apologize if the outcome of this decision does not meet customer expectations.
As a customer ********************** gesture, Home Depot agrees to provide compensation in the amount of ($600.00) in the form of a check. We hope this offer reflects our desire to act in good faith regarding customer overall experience.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all 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.
************
The Home Depot Executive Escalations
**-31522591Customer Answer
Date: 02/15/2023
Home Depot stated they spoke with me; that is not correct. On February 14th 10:51am a call came in from **************, I was unable to hear the call was disconnected. To say I was contacted is not being truthful.Business Response
Date: 02/16/2023
February 16, 2023
Attn: ***************************
Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast *******
235 *********************************************************************************
RE: ********************* ***** / BBB Case #********
Dear *************************** We acknowledge the receipt of the BBB Case # ******** Home Depot Services Department has contacted customer.
********************** has carefully reviewed and investigated this matter. We have been informed by our business partners that customer request for compensation has been respectfully denied. We, apologize if the outcome of this decision does not meet customer expectations.As a customer ********************** gesture, Home Depot agrees to provide compensation in the amount of ($600.00) in the form of a check. We hope this offer reflects our desire to act in good faith regarding customer overall experience.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
**-31522591
Customer Answer
Date: 02/20/2023
In the response ********** is stating that the amount of $600 that is being offered is a gesture. The amount of 10% was offered to us upon us wait another 8 weeks for Home Depot to correct their error of ordering the incorrct door design.
Why was not that told to us upfront so we could have gotten our monies back and purchase the item elsewhere. We waited a total of about 6 months for doors that that were to take 8 weeks because the incorrect doors were ordered and not even the amount that the company promised us for the delay, now that the door are installed they want to honor.
This behaviour is down right cheeky and unacceptable for an establishment of your repution. We are very dissapoint in the management of this establishement. At least have the courtesy to honour the 10% discount that was initially offered to us for you ordering the incorrect door and having us wait another 8 weeks and have the amount credited back to the method of payment.
Thank you,
********************************
Business Response
Date: 02/20/2023
February 20,2023
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ********************* ***** / BBB Case #********
Dear **************************
We acknowledge the receipt of the BBB Case # ********
Home Depot Services Department has contacted customer.
********************** has carefully reviewed and investigated this matter. We have been informed by our business partners that customer request for compensation has been respectfully denied. In addition letter summitted to corporate was review and the twenty percent request has been dined. A formal response letter was sent to customer. We, apologize if the outcome of this decision does not meet customer expectations.
This is a final position. Home Depot agrees to provide compensation in the amount of ($600.00)in the form of a check. We hope this offer reflects our desire to act in good faith regarding customer overall experience.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all 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.
************
The Home Depot Executive Escalations
**-31522591Initial 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.
Our ****************************** purchased windows backed by Home Depots double lifetime warranty in 2008. Our warranty is no longer being honored by Home Depot. After contacting Home Depot for several months for repairs, ********************* at ************ ******* office was unwilling to assist with repairs and has ****** warranty is expired. I was to be contacted by a manager ******************* to discuss warranty and he has never called. There is no direct contact number or directory for employeesBusiness Response
Date: 03/23/2023
March 23, 2023
Sent Via Email Attn: *************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **********************************************************************************************
RE: *****************/ BBB Case #: ******** Dear **************:We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Home Depot Exterior Team and currently awaiting update, as the consumer is not the one who purchased the windows. We will follow-up no later than Monday.
With that being said, The Home Depot does not consider this matter closed.
We will continue to follow-up until an update or resolution can be provided. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31523544
Customer Answer
Date: 03/24/2023
Complaint: 19364542
I am rejecting this response because:I am an original owner of windows as are the majority of current owners are who had replacement windows installed by Home Depot. The past President ****************** was in charge of window replacement. I am the current President of the ************************** The window warranty also states warranty is transferable.
Windows were repaired as needed until last year when ************ office *************************** became involved. The windows have not been removed or altered since original installation. ********************* did not want to be bothered with the person who was needed to inspect and repair windows.We are seeking the needed repairs to casement windows only.
Sincerely,
*****************************
President Beacons Owners Association
Business Response
Date: 03/30/2023
March 30, 2023
Sent Via Email Attn: *************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **********************************************************************************************
RE: *****************/ BBB Case #: ********
Dear **************:We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Home Depot Exterior Team and was advised the warranty has since been voided. In addition, the job was completed in 2008. Our Branch Install Manager provided a denial letter (attached) that was sent in November of 2022.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31523544
Customer Answer
Date: 03/31/2023
Complaint: 19364542
I am rejecting this response because:Home Depot should honor there written warranty
The ************ branch manager stated contractor needed to perform window repair was a pain and difficult to deal with
After this statement our window warranty was cancelled.
Upper management should review our request for repairs.
Sincerely,
*****************Initial Complaint
Date:02/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/3/23 I had new windows installed. After all of the windows were installed, the installer shows me after putting in the last window, that it was sent from factory cracked from top to bottom, left to right! My old window is already removed and the installation job is in its finishing touches of caulking. They casually inform me of this broken window and say oh it'll be replaced in 4-6 weeks, maybe longer! At this point I lack the ability to refuse the install because everything new is in and my old windows are in pieces. I'm livid! The installers leave and I begin cleaning. I do a thorough inspection some screens are torn, not properly installed, and some glass is scratched. To top it off I've paid in full through financing so interest is potentially accumulating on an unfinished product/service. Had I known the window was broken, I wouldve postponed delivery and been far more weary of moving forward with this company. I spoke to Home Depot reps to help resolve this issue prior to turning to BBB; however, their tone was dismissive of my concerns and lacked any kind of empathy. Therefore, with the lack of professionalism this resolution needs to be formal. The ** reps could've at least mustered some customer **********************. I wasnt rude or irate. Imagine paying in full for a new car and having it delivered with a busted out back window and subtle scratches, you call the dealer and they flippantly tell you these things happen and they will deliver your new window in 4-6 weeks and fix any other problems soon. They cant give you a date right now because your car is custom (albeit brand new and delivered to you damaged).Business Response
Date: 03/09/2023
March 9, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************* 30303Re: ***************************** 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 windows installation.
We are currently expediting a reorder for the broken window that was reported by the customer. We will continue to work with the customer and communicate all further updates until completion of the windows installation to the customers satisfaction.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
SF Case # ********Customer Answer
Date: 03/09/2023
Complaint: 19363833
I am rejecting this response because: the issue is not resolved! I will close the complaint when I dont have a broken window in the front of my house that I paid your company nearly $10k to install. Expedite?!!!! That word is being used loosely seeing how this issue has been in existence for over a month. Fix my window!
Sincerely,
*****************************Business Response
Date: 03/24/2023
March 24, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************************
Re: ***************************** BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
We are in the process of scheduling an installation date for the reordered window. We will communicate with the customer once the window arrives and coordinate an installation date with the customer. We will continue to assist the customer until the ****************** is completed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
SF Case # ********Initial Complaint
Date:02/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to get a replacement head for a 12 foot skeleton after the booklet says if any parts are damaged call the number but I keep getting told they can't send me one. Or they give me the run around I just want what I have been asking forBusiness Response
Date: 02/25/2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB Case #: ********
Dear ******:
We acknowledge the receipt of the BBB Case #********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case. The customer received a replacement head for his product on Friday, February 24, 2023, which is what was requested. I provided the customer a customer satisfaction gift card for the inconvenience.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********Customer Answer
Date: 02/25/2023
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:02/07/2023
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 3 KitchenAid appliances from Home Depot on 11/18/2022, they were delivered on 12/17/2022. The dishwasher was brought into the house and placed with the back a few inches from a wall. The delivery driver cut open the top & front of the shipping box, along with the driver we all agreed it looked fine. Nine days later our contractor came to install the dishwasher and was surprised to see significant damage on the back. I called Home Depot and was told it would be necessary to put the replacement through the KitchenAid warranty. I called KitchenAid and was told a local appliance repair company would need to assess the damage to determine if it should be replaced or could be repaired. An appliance repairman came on 1/12/2023, he agreed the damage was significant and would require extensive repairs, but said he wasnt permitted to say it should be replaced. He ordered the parts including a new drum/tub. I placed the appliance order on Nov 18th, the dishwasher has been sitting in the middle of the kitchen 11+ weeks later. We never thought Home Depot would refuse to replace the dishwasher and expect us to accept an appliance that was delivered damaged. We paid full price for this dishwasher, we didnt buy a discounted damaged dishwasher nor did we damage the dishwasher. A repaired dishwasher, which potentially will have issues from this damage, is unacceptable. I understand the Home Depot policy is to report damaged deliveries within 48 hrs, I assume the delivery man is trained to make appliance assessments possible, partially opening the box did allow for this. I have called Home Depot customer ********************** multiple times to express my dissatisfaction and they continue to refuse to replace the appliance. Weve always been loyal Home Depot customers and have spent over $27,000 on our renovation. Home Depot should replace the damaged dishwasher they delivered.Business Response
Date: 02/10/2023
February 10, 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 customer may have experienced with their purchase s from our store.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations advised **************** was contacted by phone and she confirmed the KitchenAid technician stated the repairs would be extensive and expensive. Due to length of time needed for parts and repairs,we agreed to order a replacement.
A new dishwasher order has been processed under order #H4284-145418. With an estimated delivery date of 2/18/2023.
With that being said, The Home Depot has addressed our customers complaint., and 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 customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number ********Initial Complaint
Date:02/07/2023
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 went to The Home Depot store in ********, ** on Dec 18th and paid a screen measurement service so we could order a customer made patio door screen. Since then, I've been to the store six times trying to get someone to actually come get the measurement.It took several weeks before they actually sent someone to our house. To our surprise, when we went back to the store to order the screen, we were told the person who took our measurement just noted on their system that they did not do patio screens.After asking to escalate the issue, we've been told buy two different employees from the door/window section that they would come to our house take the measurement. None of them fell through.The store also says they can't refund the service, but are glad to apply a credit on the screen door we eventually order (!!!)We've had it with them and them not following through on their promises. I'm tired of having to drive to the store and hear the staff lie to our face.Business Response
Date: 02/15/2023
February 15,2023
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 while shopping with our company.
The Home Depot has reviewed and investigated this matter. We contacted ********** and explained the program signs that was seen in the aisle is not a program we carry in this region. We do not have a customer size patio door screen program the program we have is window rescreening only or wizard retractable. We have agreed to review the sign the customer is referring to avoid further confusion.
********** was provided a refunded for $40.00 (Forty Dollars and Zero Cents) to his original form of payment.
With that being said, The Home Depot has addressed our customers complaint., and 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 customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF# ********Initial Complaint
Date:02/07/2023
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 an electric range and dishwasher back in November 2022. I previously visited the ******* store to view the range I was interested in. After speaking with a sales person, he advised me to order the products online, which I did. He also said that both items would be installed and old products removed I purchased an electric range and a dishwasher. The order was delivered on February 7. When I viewed the update on my order, I noticed that the installation only included the range, not the dishwasher. I spoke to customer ********************** who advised that I needed to call the customer ********************** number and ask to add the installation charges for the dishwasher to my order as the delivery truck was on its way.He specifically indicated that this was not a problem.I placed the call to have that added and was disconnnected - four times. They indicated that I should ask the delivery person if they could install the dishwasher as well as the range if time permitted.If that was not an option, I was to call customer ********************** and they would add the additional charges for installation - and it would be installed on the 10th of Feb. After calling the ******* store, I was then informed that I could no longer have the installation completed as the order was delivered.How is it that I was told 3 times it was not an issue, but yet once the items were delivered, I was screwed? They offered name of plumbers to complete the installation.My issue is I asked this question four times before I ordered, during the order process and prior to delivery to be told it was not a problem.This needs to be resolved on good faith-I now have a dishwasher sitting in my home waiting to be installed.Nothing is clear on the website during ordering and I want Home Depot to honor this and provide the installation I was expecting to occur.Telling me it was no longer an option - is not good customer **********************. I was wiling to pay the extra $300 for removal and installation and I want them to address my concern.Business Response
Date: 02/16/2023
2/16/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: ********************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience ***************** may have experienced regarding her Appliance Installation with our company.
The Home Depot is in the process of reviewing this case. To provide the proper resolution, we respectfully request additional time to research this case.
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:02/07/2023
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 4 appliances from Home Depot. I've had 3 refrigerators replaced, 2 microwaves, 2 dishwashers, and non working oven repaired but not completed. All were purchased in November. All items arrived damaged or needed replaced. Awaiting Home Depot to complete all service as I have 2 items still unusable. Thanks,*********************** ************Business Response
Date: 02/15/2023
February 15, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************************
Re: *********************** BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order. Unfortunately, after several contact attempts via phone and email, we were unsuccessful in speaking with the customer. We left our contact information on how to reach us to the customer on both his email address and voice message for further assistance.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********Customer Answer
Date: 02/20/2023
Good morning,
I have received a call on Friday from Home Depot. One of the managers called me from the store where the original appliances were purchased. He stated he was just gathering information and did not offer a resolution. He said I may hear from his Supervisor in ******* but did not say for sure. He did not attempt to set up another delivery to replace the fridge.
Thank you ,
*********************;
************
Business Response
Date: 03/22/2023
March 22, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************************
Re: *********************** BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order. Our OREEEC Executive Escalations Team that assists with appliance orders has contacted the customer and sent an email to the customer to contact us for further assistance. We are awaiting the customers response.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
The Home Depot
Executive Escalations Team Phone:
*************************
** Case # ********Initial Complaint
Date:02/07/2023
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 refrigerator in the **********************, ** store. We were told by the salesperson that we had 48 hours to request a return if we weren't happy with the purchase. It was delivered January 27, 2023. The first delivery was canceled by the delivery driver and the day it arrived we were not available so we had our contractor assist with putting it in the kitchen. The refrigerator did not fit and was left just sticking out in the room. The driver informed the contractor that we had 48 hours to request a return, This was a repeat of what we were told in the store. As soon as we had an opportunity to ***** the situation, we called the customer ********************************************* and just had a series of awful experiences. One rep disconnected the call, one told us we had "buyer's remorse" and there was nothing he could do. I text the customer ********************************************* and was told that I should speak with the store manager and he would help us begin the return process. We went to the store the next day, and many times since. We are always told that the manager is not in. He refuses to speak with us and has ignored all correspondence. We are told his name is *************************** and the assistant manager is *************************. However, they are never available.This has been the most horrible situation we have ever dealt with when purchasing appliances. I really have no idea what to do next.. Please help us.Business Response
Date: 02/23/2023
February 21, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE: *********************** /BBB Case # ********
Dear ***************,
We acknowledge the receipt of your rebuttal BBB notice dated February 03, 2023,regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions team informed
Action(s) Taken 02/17/2023
No further action needed. Closing case.
We emailed the customer reminding him that he had 15 calendar days to reply and/or go into the store to complete the order.
We called the customer's primary number and left a message and called his work number and was not able to reach him.
No response from the customer.
02/16/2023
We will circle back on 02/17/2023.
We emailed the customer advising that the store offers $150 off the panels, as a courtesy because there were no issues with his order. The customer is advised they have 15 days to accept the offer and visit the store.
We called the store and they confirmed there was a promotion, but they do not recall the details. After researching the cost of the panels (about $400) they agreed to offer $150 off the panel order, when placed in store.
A separate phone number with customer name "*******************" called regarding the order. They requested a to receive a promotion for the blue glass panels. We advised the request would need to be researched.
We will contact the customer on 02/17/2023.
PATH TO RESOLUTION: The customer must decide on the terms of the agreement and arrange with the Specialty manager of the store.
We emailed the customer to advise tomorrow will be the final attempt to contact him before case closure.
We called the customer and left another voicemail.
No response from the customer.
With that being said, ********************** considers this matter is closed in our office.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
******************
Executive Escalations
Phone:***********************
Fax:************
SF:31518016
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