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
- 11,936 total complaints in the last 3 years.
- 3,423 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:02/07/2023
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 am *********************************, Signed the contract with Home Depot **: Amherst HI-*****, ******** ****; ******* LT12-10023782, ************** *****, East Hampton for my Windows replacement project on 08/27/2022.They agreed to start my project by placing the order by end of December/January. I requested them to start my project sooner as I have two kids, one of them is 8 months old . The windows have gap allowing cold air to come through. The measurement technician came and measured my windows at least 5 times. I had to give customer ********************** representative a call during the start of December asking for the status of my project, they mentioned it's getting delayed because of the product availability and they promised that they will be calling as soon as the product is available. I had to call them again and then they scheduled my project to start by January 30th. Between these conversation, the measurement technician came to take the windows measurement.I did not get any calls from them by January 30th as per the scheduled project but I had to call them and ask for the status. Called ****** (Home Depot @ ************). She Did not attend my calls for two times and I left a voice message but no response . After a week of following up I got a call from ***************************** (Installation manager) at ************. He called me and mentioned that my project will not start because they ordered the wrong size.I paid around $1300 as the deposit during the contract signing. Home depot was holding my money for 6 months and came to my home several time to measure but after 6 months with so many follow-up they mentioned that the ordered wrong size and can not proceed the project. They planning to refund my security deposit.After waiting for 6 moths and holding my money I don't want them to come back and say we are going to refund. I lost my 6 moths of time and if I have to start I need to redo everything from my start.I need a settlement for my wait and irresponsible of all.
Business Response
Date: 03/09/2023
March 09, 2023
Sent Via Email
Attn: Ms.***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************;
*******, ** 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 is currently reviewing this case and has reached out to all parties involved.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The Branch Installation ******** Mr. **************************** has contacted the customer and left a voicemail scheduling an installation appointment for his window repair on March 20 2023, and is following up to confirm the appointment will be set.
With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!Case# 31515876
Customer Answer
Date: 03/09/2023
They mentioned just they are going to meet me in March 20th but I don't have full details on what they are going to discuss about my concern. I will have to wait until March 20th to understand if they can address my concern until then I wanted this cas to be open.
Thanks for the support
Business Response
Date: 04/13/2023
Sent Via ************************************************************ Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************;
*******, ** 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 carefully reviewed and investigated this matter and offers the following in response to your concerns.
The Installation ******** Mr. *************************** confirmed he extended an offer to the customer to go back to his home to requote the project and offered an 10% discount towards the final price. ********************** never confirmed he agreed with the offer. And Executive Escalations has also reached out to the customer by phone call and email seeking a response, but the ********************** has never replied.With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!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.
My wife and I hired Home Depot to replace our kitchen cabinets and countertops on 08/05/21. The initial installation went ok but we had some issues come up. We contacted the Home Depot representative ********************* ************************************** on 10/27/21 the first time for the issues that came up. Home Depot came out on 11/15/21 and we still had some issues. The issues we have are a drawer that is not fastened properly to the sides of the cabinets and we have a cabinet door that does not have the proper hinges we had asked for. When the first repairs were done, we were told by the contractor that the proper hinges had to be ordered. We were under the impression that the hinges would be ordered and the installation will be done. We have been going back and forth with Home Depot and several times have had no response. We have given Home Depot more than enough time to resolve our issue but still have yet to have our issues fixed. We finally had a response from Home Depot Installation Coordinator ******************* ************************************* on 01/09/23 asking for pictures of the issues. We emailed the pictures but have yet to receive a response. Emails between us and Home Depot are saved and available. I have provided the information of the Home Depot representatives we have had interaction with. The initial work order costed too much money for us to let it not be resolved. On the Home Depot Improvement Agreement, it lists ******************************************* for contractor email and phone number of **************. Our Customer order number is ********* Home ********************** Project ********.********************* ************************************** ********************** ******************* ************************************* ********************** ******************************* ***************************************** **************Business Response
Date: 03/09/2023
March 09, 2023
Sent Via ************************************************************ 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 while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The District Installation Manager, *************************, has confirmed the Installation team has ordered all the parts needed for the Customer's ******************. In addition, they are just waiting on the laminate to arrive and the installation will begin. With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!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.
07/07/22 Installation in my home of 3 solid core doors with 1 yr warranty, $5250.00 paid to The Home Depot, PO # ******** Sub par workmanship multiple problems; beginning the next day 07/08/22 I noticed hinge cracks appearing on all doors and jambs, with one door 1/8" away from touching the floor when the door opens. Over the past 6 months I took photos, and emailed the subcontractor to complain; they told me cracks in wood doors were common and would be repaired. 08/16/22 Sub contractorvisited my home and covered hinge cracks with caulk and ready cement; I told them this was a band aid repair which made me very upset. I called the sub contractor and no one called me back. I eventually reached out to The Home Depot and ***************** responded via phone and email.10/25/22 ***************** NY Metro District Services Manager Tel: ************ Email: ************************************* anda rep from thesub contractorvisited my home to evaluate my door problems. It became clear they would not admit cracking of new wood was wrong; they both told me cracks in new wood doors were common, acceptable, and since theliving room and bedroom doors only have a couple each they were fine. ***************** said there was reason to act and do repairs 3rd kitchen door with cracks nearevery hinge door and jamb, but he did not specify. I said I wanted to see if the cracks got worse by *** 2023, and I might accept an extended warranty. 02/02/23 I sent an update emailto *****************, cc the subcontractor rep stating the the many existing hinge cracks appear not to gotten worse. But, I madeit clear that I dont accept that cracksin new wood doors and jambs are acceptable in any way to a consumer. I sent ***************** 2 option plans Im open to for repairs and extended warranties to consider before my 1 year warranty runs out. I havent gotten a response from ***************** yet. I was hoping to get help from the BBB to make an agreement with The Home Depot thats legally bindingBusiness Response
Date: 03/06/2023
March 6, 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 Installation Service team has reached out to ************** and has agreed to replace the kitchen door and reframe the door jamb, along with shaving the bedroom door with inch clearance. Customer was also offered a ****** warranty for all three doors to begin after Service call is completed. ************** was provided direct contact information and instructed to reach out to the Installation Service team to address any additional concerns outside of the scope of work.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: 31516083Customer Answer
Date: 03/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:02/07/2023
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 ice maker from Home depot on Jan 16th with home delivery on Jan 23rd that was to include installation. They arrived on that date but said they were were alerted to the install portion. This option was selected when I purchased it on line. I called home depot and told the situation and they rescheduled another tech to arrive. A week later, a new team of ********* arrived and we were told that they "don't do those type of installs." They left. I called Home depot again and after ************************************************************************************** within 48 hours. Order number WP57390335 Internet # ******* I am now 5 days from that phone call and no return call. I would just like to have my ice maker installed and not sitting in the middle of the kitchen.Please helpBusiness Response
Date: 02/08/2023
February 8, 2023
Sent Via Email
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************************/ BBB Case #: 19347327
Dear ***************:
We acknowledge the receipt of the BBB Case #: 19347327
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding the installation of their ice maker.
The Home Depot has reviewed this case.
Because the issue is with an online purchase, we have forward this complaint over to our Online Escalations team for further research and assistance. We received a response stating our Online Escalation team has made contact with the customer. An offer of $200.00 was made to the customer to go towards having a professional in their area to install the ice maker and the customer accepted.
With that being said, The Home Depot does consider this matter closed. If the customer is in need of further assistance, please have them reach back out to the agent assigned to their case.
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 #:31510768Initial 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.
An order for custom finished windows was placed in June 2021. To date we have nothing but problems with Home Depot with this order and to date we still do not have complete finished product for what we paid for. I have tried to work with the store managers for almost 2 years. When I was told, it was not their problem and I would need to find and pay someone else to build, stain and install extension jams, ( windows I paid over $1000 a piece for single double hung windows) and they felt my concerns were minor, or pointed fingers at others for fault, I finally gave up. about 5-6 weeks I filed a complaint with their Corp. Offices ( #*********) and dispute for payment ( halt payments owed due to the continued unresolved problems (# *********). I received a notice saying they would not honor any dispute over charges since it had been so long since the purchase. I attempted to call and talk to someone last week and I got hung up numerous time, refused to be given supervisor names, would not let me talk to anyone past general customer reps, and told I needed to work with the store directly. After three hours , I gave up. At this point I want a full refund. I will need to find a third party to complete the work have finished, stained custom windows. ( and the workmanship was/is a continued issue - that we finally have given up on as well. Apparently this is best we are going to get. Of course we are not sure what to do with that either since we only purchased 5 windows when we still need another 18 windows to match them up with these 5 and a patio door we bought 4 yrs ago.- We had no issues with the door.. HELP!!! I guess we are going to try to get others through another source.. I have included some of the emails.. showing the problems. communication past these until now have been phone calls.Business Response
Date: 03/08/2023
March 8, 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 the missing item from his online order.
The Home Depot has reviewed this case. Leadership of Store **** and they have provided an update. While working with ********, majority of the customer's issues were denied by the vendor. The Store assisted the customer twice with having a vendor tech visit scheduled to address the quality issues; however, the customer cancelled the last appointment where the vendor technician was going to address all the issues. Store leadership has subsequently denied the customer's request for a full or partial refund and as a final decision offered the customer compensation for $1,000.00 for the customer's inconvenience for the delays.
With that being said, The Home Depot does consider this matter closed. If the customer is in need of further assistance, please have them reach back out to the agent assigned to their case.
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 #:31510913Customer Answer
Date: 03/10/2023
Complaint: 19328873
I am rejecting this response because: How do you feel that $1000 is a fair settlement when that does not even cover the cost of what we had to purchase to replace the items we paid for in the original order? for the items that were damaged and/or wrong? Repeatedly- and cannot be used? This is not counting any of the other items that we gave up trying to have addressed or the fact that it took over 8 months for us to even get windows that were not broken? Then to see the poor quality and find out they were not right? Countless attempts to get someone to look at them, the treatment and attitude from everyone involved of "fix it yourself- it's not that hard"? I would expect at least $2000 to cover the replacement items we had to buy/pay for from third parties to get them to where they were supposed to be when we picked them up from the store? The repeated promise from the store (******* and *******) that we would get money off for the extended time to come in, replacement windows due to being broken, replacement screens ( 6 of them), and continued problems? No refund off the original price we paid for top of the line windows that could be placed in the openings and be done with? The agreement that we would get what we paid for? No compensation for having to buy stain and urethane, have parts cut, stained, urethaned, and attached at our expense that we paid for when we made the purchase? This is not acceptable. I want to be put in touch with your supervisor please.
Sincerely,
*****************************Business Response
Date: 03/14/2023
March 14, 2023
Sent Via Email
Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************RE: *****************************/ BBB Case #: ********
Dear ***************:
We acknowledge the receipt of BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her window purchase.The Home Depot has reviewed this case. Leadership of Store **** and they have provided an update on the customer's new compensation request of $2,000. The Store team has agreed to the customer's request.
With that being said, The Home Depot does consider this matter closed. If the customer is in need of further assistance, please have them reach back out to the agent assigned to their case.
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 #:31510913Initial 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 have been in contact with Home Depot with a sales person in the store and by phone for to reschedule a delivery of appliances. There was no problem until I received a phone call late at night on 2/6/23 from Home Depot that they could not be coming on the date in 4/23. No problem. They will cancel the order. Per the phone call. Well no email on name of that person that contacted me. I had asked for a confirmation of the call. No email or confirmation was sent to me.. This is a poor way to do business. Now I have to fine another away to know if the order has been canceled and I do not know if I must pay the balance? Which I have been doing. There is no email contact from this person or a way to contact Home Depot by email. Thank you for your time in this matter, I have been dealing with a serious health issues with my wife this is one other thing I do not need. **************************Business Response
Date: 02/20/2023
February 20, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding his order. The Home Depot has contacted our customer to advise that appliances cannot be held. The customer has been advised that the order is pending cancellation.The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 02/21/2023
Complaint: 19345509
I am rejecting this response because:
Sincerely,
***********************Business Response
Date: 02/27/2023
February 27, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding his order. The Home Depot has contacted our customer to advise that appliances cannot be held. The customer has been advised that the order is pending cancellation.The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:02/06/2023
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 purchase the husky garage storage cabinet and wood top table from Home Depot online for $1044.00 on Jan 10, I received the wood top but the storage shelf we're lost in transit and after 2 week's and multiple calls to home depot they unable to help me because they said the order was all together and they told to return the item I received and they will refund the money for me to order it again at the same price , I did what the told me and they refund the money for me and that fine , I call them to place the order on Jan 25 again with order number CP57967362, after 1 hr on the phone with the agent she was unable to give me the same price I paid in the beginning like I was promised so they ended up charging me $1,111 so I was like ok I need the storage so I agreed to the price. Now I received the wood top again and the husky cabinet are lost in transit again , spoke with an agent over text she told me that what she refund the money again so I can reorder it again, she told me that is nothing she can't do just to put a put a ticket but will guarantee anything ,this non sense this the 2nd time even when I agreed to a higher price because I needed this, I'm asking for home depot to honor my purchase and find my item and delivered it asap. Also, I will like a discount on my purchase refund to my bank for all my hassle because the $1,111 was taken fast from my bank but the item is not in my possession. I need this corrected.Business Response
Date: 02/22/2023
February 22, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *********************** / BBB Compliant # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation Team called and emailed *************************** on February 7th regarding order #CP57967362.At this time, a refund has been processed. On February 21st, we received an email response from **************** confirming that he received his refund, and no further assistance is needed.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, we have addressed the customers concerns and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 02/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:02/06/2023
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.
As per my conversation with Home Depot CSR last week, the delivery was scheduled to take place this Saturday, February, 11th (The confirmation email was from 02/03/2023, 2:30 PM EST). I have scheduled my helper to come to work that day and notified the building and neighbors about the upcoming delivery.Today, out of the blue, I am bombarded with emails and text messages about delivery being rescheduled to TOMORROW, 02/07/2023, as follows: "Unfortunately, there has been a delay in getting your appliance order into our local warehouse for delivery. We are working to get your appliance to you as quickly as possible. Your new expected delivery date is Tuesday, February 7, 2023."I send an email clarifying the issue, but receive no response. Instead, I got a text message that the delivery will take place early in the morning tomorrow.As I call HD CSR (while interrupting my family dinner), I get nothing but some confusing details delving into the troubles that HD has but nothing to help me solve my issue. I cannot even stop the truck to show up at my building, unannounced, disrupting my neighbors and risking a ticket from the management. In addition, I am told that if I am not there, the delivery will be recorded as "Missed" the order cancelled, and the balance of monies refunded. But I have never even heard of this delivery date, never mind agreed to it!Business Response
Date: 02/16/2023
February 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 you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation Team emailed *************************** regarding order #WE10437500 on February 13th. At this time, the order has been cancelled and a refund has been processed. We asked ****************** to allow 3-5 business days,depending on their banks processing time.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @*************************).
With that said, we have addressed the customers concerns and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********Initial Complaint
Date:02/06/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a GE Dryer 7.2 cu ********* ****** Dryer on Monday, Dec, 12, 2022, / my order number is H****-332350 / Receipt # **** ***** ***** / Sales Person - BJT453 / Store # **** / I Paid $ ******** / And the name on this purchase is under my father ************************* who has passed away back in ****************************** their system, and they said it didn't have to be changed. / I told the rep that I just sold a Maytag dryer because the gas bill was $240.00 the next bill cycle, and the following Month it would be $170.00, she said it *** be a defect, and I said that's why I'm looking for one that *** help us save money, but she never recommended an energy star saver of that sort, and I was unaware of it until recently by talking to a friend that recommended me getting a star saver / energy saver. I also called the gas company, and they came out to inspect and said there was no leak anywhere. I spoke to 2 rep in the appliance department, the first one said she was the manager and it's been 3 Months although it's only been 2 Months, and they both said it's been over 48 hours, which doesn't give me enough time to really determine whether if the unit can save me on my gas bill or not. If they came to pick up this dryer even if they deducted $200.00 off, and allowed me to purchase another one that's a gas sufficient one, I can work with that.Business Response
Date: 03/07/2023
March 7, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
Re: Sarawot *****/ 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 return.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding their appliance refund request. The Home Depot has contacted our customer on 3 different occasions with no success in contacting our customer. ********************** considers this matter resolved due to no contact.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 03/11/2023
Complaint: 19344360
I am rejecting this response because: I repeatedly called ************************* day after day for 5 days straight at
Phone: ************************* And I've left messages repeatedly each time on the answering machine, he never called me back nor did he ever pick up the phone, if someone at BBB try calling the number, I'm sure the results would be the same.
Sincerely,
Sarawot *****Business Response
Date: 03/26/2023
March 26, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
Re: Sarawot *****/ 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 return.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding their appliance refund request. The Home Depot has contacted our customer on 3 different occasions with no success in contacting our customer. ********************** considers this matter resolved due to no contact. We will attempt to contact customer again to assist.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 03/27/2023
In regards to my complaint, complaint ID # ******************************* kept telling BBB that they've made attempts in calling me, and not once have I received anything from them. I called Home Depot again today after getting a message from BBB in regards to the Home Depot's respond, as the same before, no one picks up or calls me back, they lie to BBB and to their customers regarding of wanting to resolve their issues with the customers. And that being said, thank you to BBB for reaching out to them by trying to help me as well.Business Response
Date: 04/24/2023
April 24, 2023
Sent Via Email
************************************** Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
Re: Sarawot *****/ 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 return.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding their appliance refund request. The Home Depot has contacted our customer to discuss this matter. ********************** considers this matter resolved due to issuing a gift card.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 04/25/2023
This entire situation has been resolved, thank you to the staff of BBB for taking the time and patience to reach out to Home Depot in order to help me solve the issue. Complaint ID: ******** has been resolved, thank you.Initial Complaint
Date:02/06/2023
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 purchase windows from Home Depot to be installed by Home Depot. They never completed the installation and left window unseal where water can come in and create mold. I have reached out to them since 1/3/2023 to come and complete the installation but no one have come out to complete the installation. I have sent emails and texts and they refuse to complete the installation. My only goal is to have windows installed properly and Home Depot honor my warranty.Business Response
Date: 02/20/2023
Tell us why here...February 20, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *****************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their window install.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ********************** regarding his install. The Home Depot has contacted our customer to advise that touch up s will occur within the next week cannot be held. The customer has been advised that the order is pending cancellation and refund will be issued once completed. The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********
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