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
- 11,900 total complaints in the last 3 years.
- 3,462 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:02/13/2023
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 made an order online for store pickup. I received an email stating that i picked up the item and then returned the item. I never picked up or returned the item. I called the home depot customer ********************** number explained the situation and they said it was canceled by the store and that i needed to go to the store to resolve it. I asked to talk to another customer ********************** representative and they told me to hang up and call again. I called the store, they told me it was an online cancellation and that i needed to contact customer **********************. I told them customer ********************** told me to reach put to the store and they wouldnt help me further. I asked for the name of the employee who was helping me and they said they didnt feel comfortable giving me their name. I was transferred to a store manager named *** and she said she didnt have any additional information regarding why the order was cancelled. In the end I received conflicting information and no help. Customer ********************** in store and online provided poor service. Additionally Home Depot sent deceptive/ misleading emails stating i picked up and returned the item when in reality someone in home depot cancelled the order. Order Number We14168181
Business Response
Date: 02/17/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:Tu Vu / 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 with our **********************, company.
The Home Depot has reviewed this case and apologized to Mr. *******;regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Online Executive Escalations Team have reviewed the customer's complaint and attempted to contact the customer by phone and email to address his compliant but the customer has not returned any of our communications attempts to resolve his order concerns. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Online Executive Escalations Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at *****************************************Customer Answer
Date: 02/17/2023
Complaint: 19397658
I am rejecting this response because:the response is inaccurate . I called back and communicated with **** from the executive team at **************; ext ***** on Thursday 2/17/2023. **** informed me that my online account was frozen and i would not have access to my account for up to 30 days while the home depot investigation team does their work. This was a complaint about Home Depots customer ********************** practices and a request for more information. However instead of investigating its own internal employee practices , home depot is retaliating against my complaint by freezing my account and investigating me.
Sincerely,
Tu VuBusiness Response
Date: 02/21/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:Tu Vu / 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 with our **********************, company.
The Home Depot has reviewed this case and apologized to ******** regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
The Online Executive Escalations Team have reviewed the customer's complaint and have spoken to the customer regarding his account, which is currently under investigation due red flags that were raised. They also informed the customer to visit the store to make purchases in the meantime. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Online Executive Escalations Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 02/22/2023
Complaint: 19397658
I am rejecting this response because:Home Depot continues to provide inadequate customer **********************. Home Depot first claimed it wasn't able to get a hold of me even though I had talked to one of their agents by phone. After providing evidence that I spoke with Home Depot they now state that they had been in communication with me.
This complaint has moved from a customer complaint by me to a retaliation by Home Depot. Home Depot is obviously retaliating against me for making a customer ********************** complaint and freezing my abilities to make orders online. There's no reason to freeze and investigate my account when this complaint is regarding the misinformation and poor customer ********************** provided by Home Depot's customer representatives. This appears to be an attempt to ensure I don't make a complaint again.
Sincerely,
Tu VuInitial Complaint
Date:02/13/2023
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.
Contracted with Home Depot to have a pair of doors replaced. They measured twice (at my expense) to be sure they got it right then their installer made an absolute mess of the installation. Completely sub-standard work as verified by members of management and the replacement installer who did a very good job on the 5th attempt to get these two doors installed correctly. Original installer absolutely did not do the work in anything like a *******-like manner and skipped numerous steps designed to ensure a long-lasting, weather-resistant installation of entry doors. Original installer also attempted to ******* me into signing acceptance. Company rescheduled numerous times and caused me to miss work repeatedly. They missed appointments, sent workers with insufficient time and materials to do anything to complete the installation correctly and generally performed in a manner which supports revocation of any licenses they have to do such work. To be perfectly clear, my contract is with Home Depot, not the installer. My complaint is therefore against Home Depot for failing to properly manage their subcontractor. I am Home Depot's customer but they are the sub-contractor's customer. It's construction and a little bit odd but I work at a high level in the field and know what right looks like. It most certainly does not look like the experience we've had with Home Depot. There is truly zero percent of the installation charge that I believe Home Depot has a right to retain after how poorly their subcontractor performed AND how little ownership they took of the issues. Also worth noting - we are still missing the screen door that goes with the patio door. They have not finished their scope of work nor have they provided the scope of supply that was purchased.Business Response
Date: 03/06/2023
March 6, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
************************************************************************************************** *****
RE: *******************************/BBB Complaint#: 19396482
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding your door installation with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team contacted the customer and processed his refund. The ****************** was provided an estimate time of arrival (ETA) of March 21, 2023, for his screen. ****************** was advised once the screen the installation company schedule his stall on the first available date. ******************** has been provided with the information and agrees. No further assistance is needed at this time.
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 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
P: ********************
F: ************
SF: # ********Customer Answer
Date: 03/07/2023
Complaint: 19396482
I am rejecting this response because:I spoke with ******* several times and will tell the BBB exactly what I told her. When the screen is installed, the case can be closed. Home Depot consumed far more of my time, energy and attention than is in any way reasonable. There were numerous cancelled appointments between the debacle in November and the final installation in February. With that being said, I believe it is fully reasonable for the BBB to assist the consumer by keeping this complaint active until Home Depot has completed the scope of work for which they have already been paid. That point in time can very easily be defined as when a working screen door has been installed in a workmanlike manner, as contracted.
I cannot let this go unsaid. It seems as though the adults were finally in the room once ******* got involved and energized the newly-assigned store manager, ************* Thankfully the dud (***) who allowed all of this to occur had moved to a different assignment and I didn't have to deal with him any longer. I think we're on the path to satisfactory conclusion but we're not getting there any sooner than when that screen door is installed.
Sincerely,
*******************************Business Response
Date: 03/09/2023
March 9, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
************************************************************************************************** *****
RE: *******************************/BBB Complaint#: 19396482
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding your door installation with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team contacted the customer and processed his refund. The ****************** was provided an estimate time of arrival (ETA) of March 21, 2023, for his screen. ****************** was advised once the screen the installation company schedule his stall on the first available date. ******************** has been provided with the information and agrees. ***************** case will remind open until the screen has arrived and installed. No further assistance is needed at this time.
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 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
P: ********************
F: ************
SF: # ********Customer Answer
Date: 03/09/2023
Complaint: 19396482
I am rejecting this response because:I spoke with ******* and told her that I asked the BBB to keep this complaint open until they have actually completed the scope of work contracted. I'm confused as to why the BBB is again trying to close this one. Who's side are you on?
This complaint stays open until they have delivered and installed the screen door. If they ask to close it again without including that statement, I would very much appreciate you denying their request without allowing this debacle of their own creation to consume any more of my time. Ridiculous!!!
Sincerely,
*******************************Business Response
Date: 03/17/2023
March 17, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
********************************************************************************************************
RE: *******************************/BBB Complaint#: 19396482
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding your door installation with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team contacted the customer and processed his refund. The ****************** was provided an estimate time of arrival (ETA) of March 21, 2023, for his screen. ****************** was advised once the screen arrives the installation company will contact him for scheduling his stall on the first available date. ******************* has been provided with the information and agrees. ****************** case will remain open until installation is completed. No further assistance is needed at this time.
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 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
P: ********************
F: ************
SF: # ********Customer Answer
Date: 03/20/2023
Complaint: 19396482
I am rejecting this response because: this is getting ridiculous! Look back through the records and you'll see this is their 3rd attempt to close this complaint before the scope of work they were hired to do has been completed. Please PUSH BACK HARD against Home Depot!!!When the job is done, the complaint can be considered resolved. Not before!
Sincerely,
*******************************Initial Complaint
Date:02/13/2023
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 November 28, 2022 I purchased kitchen appliances. My order number is WB31754651. The appliances were scheduled to be delivered and installed on January 20, 2023. I paid $3,143.61 for a fridge, dishwasher, oven, microwave and installation. Unfortunately my kitchen was not yet installed and I wasnt able to have my appliances installed that day so they were just dropped off. Upon speaking to a Home Depot agent I was made aware that I could be reimbursed for installation. On 2/8/23 I chatted with a Home Depot agent who was only able to give me a partial refund and told me that the rest of the refund needs to be handled at the Warrington store. Yesterday, 2/12/23 I went to the Warrington Home Depot for the rest of my refund and their system was down and they told me there was nothing they could do and that I could call back the following day to get my refund taken care of via phone. Today, 2/13/23 I called them back and I spoke to another agent who informed me that this was incorrect and that I have to be in store for the refund. My home is currently under renovation and Im not living there yet. Traveling to ********** to get the run around and speaking to different agents who arent on the same page has been ridiculous and exhausting. On top of this, my major issue is that my dishwasher came damaged. The pipe that the water travels through is cracked. Upon informing Home Depot of this issue they told me I have to contact the manufacturer (Frigidaire) to get this resolved with them. Frigidaire isnt answering their phones and I too have gotten the run around from them. The lack of care, accountability, and help from both of these companies has been greatly upsetting. I would like my dishwasher fixed or a replacement delivered and the rest of my refund for installation from Home Depot back on the account. I made this purchase online and there should be no reason it cant be fully credited back to the original form of payment.Business Response
Date: 02/22/2023
February 22, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
Re: ********************************* /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Executive Escalation team reached out to ******************* and confirmed with store partnership that all installation charges were refunded to customer on 2/8/2023. ******************** has confirmed her communication with the service provider and has arranged an appointment to repair appliance.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:02/13/2023
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 windows with lifetime warranties a few years ago. This past July 2022 I requested a screen replacement (as I did once before without issue). I am still waiting for the screen as well as replacement tabs for two other screens added to the request in November 2022. As of today theyre telling me they dont know why it isnt completed and they thought they did it. Each phone call I have made over the months they say there taking care of it now and should be resolved. They even have notes in the system about potentially closing the case. I said to not close it and I still need my items.Business Response
Date: 02/20/2023
February 20, 2023
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 customer has experienced regarding replacement window screens and 4 tabs.
The Home Depot has reviewed this case and has reached out to all parties involved. Our business partners at Home Depot Installation Services (HDIS) are handling this complaint. All information for this case has been forwarded to the local branch office.
We have received an update on 2/16 a message was left for the customer offering a 2/22 ********************** date. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for the customer.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Customer Answer
Date: 02/20/2023
Hi. They are scheduled to come to my home on Wednesday February 22nd at 9AM. I would like to keep the case open until service is complete just in case they do not follow through again. Thank you!Business Response
Date: 03/20/2023
February 20, 2023
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 customer has experienced regarding a replacement window screen and 4 tabs.
The Home Depot has reviewed this case and has reached out to all parties involved. Our business partners at Home Depot Installation Services (HDIS) are handling this complaint. All information for this case has been forwarded to the local branch office.
We have received an update; on 2/22 we visited the customers home and replaced the screen and 4 tabs. It was discovered another replacement screen was needed. The additional replacement screen is on order and expected 4/15. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for the customer.
Please know that it is *********************** goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Initial Complaint
Date:02/13/2023
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.
In letter below, dca recommended contacting BBB.Nightmare still going on after waiting a week for parts, came ripped open and adaptor missing, know not company's fault there, but adds to initial problem, of not having hot water.When warning Home Depot treated horribly by ******, a manger as she so sternly told me, and no resolution or call back.Rheem should recall product, for incomplete not including adaptor which they only make.Store credit for labor involved, three extra days running around trying to find adaptor that worked.Business Response
Date: 02/14/2023
February 14, 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 Executive Escalation Team called and spoke with ***************************** on February 14th regarding order #H2828-132718.At this time, ****************** stated she ordered the missing adapter thru Rheem under warranty. We also offered the customer compensation, and she accepted the offer.
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: 31575219Customer Answer
Date: 02/16/2023
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:02/13/2023
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 Friday, Jan 27, 2023, I placed an order with ******************************* a flooring specialist at Home Depot (store #********************) which at that time I paid in full for the **************** the contractual agreement it would be delivered between the dates of Feb 2- Feb 9, 2023. I've contacted the store *************) several times on different days ( Tues.-Fri, Feb ************* (during business hours) & the automated recording stated, "we received your ************ being processed" next I asked for a customer ********************** which I literally spoke with a representative at the store to inquire about my product. The store representative stated, (even as of Friday Feb. 9th), it's not here at the store yet. I also ask does Home Depot send out late notices if the product is not delivered on time, she stated no. Then on Saturday, Feb 11, 2023, I contacted the Home depot main number ********************** were able to forward me information I needed. From the ***** # representative, I was forwarded a copy of a tracking # & date it was delivered to the store via my email ( that's attached to my account which was the most updated information concerning my product, which the store failed to provide me with & that email from ***** clarified, my product was delivered to the store Feb 2, no one contacted me from the store. On Feb 13, I placed another call to the ***** # and was connected to ****** from the home depot store, which was not a pleasant experience. No apologies she just automatically went into the defense mode. This store delivered poor customer ********************** skills & lack of public relations communication. Here it is 4 days later.... I'm stressed, my contractor is no longer available & I had a deadline to finish this projectBusiness Response
Date: 03/10/2023
March 10, 2023
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: *******************************/BBB (Better Business Bureau) Complaint#:19394885
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with her order
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. The online team followed up and made sure the customer received her order.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Initial Complaint
Date:02/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a 10% coupon that I brought to the store to use. I was told that the coupon would come off my credit card statement. When I got my statement it didn't come off so I called Home Depot Customer ********************** and was told that it was the store. I called the store and they said it was coor. Every time I call I spend an hour on the phone being transferred from one dept to another. I was on the phone for over an hour to go from one person to another and be told that nothing that can be done. This is the worst customer ********************** experience.Business Response
Date: 02/15/2023
February 15, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ******************* / BBB Case # 19395006
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 their purchase with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Executive Escalations Team. The Executive Escalations team has contacted the customer by email and offer her a coupon and e-gift card for the inconvenience. ************* has accepted the offer.
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 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
P: ********************
F: ************
SF: # ********Initial Complaint
Date:02/13/2023
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.
Date: 11/05/2005 50 gallon gas tall water heater installed by Home Depot store invoice # ******/7611669 Contract number *********** life time warranty coverage date 11/**********/10-2030 Water heater leaked all over the garage. Called Home Depot they gave the warranty phone number. Called them at 1:45 AZ time. Gave all the information to the girl and then she hung up on us. Called back and of course they were now closed. Took all of our information including the warranty contract to Home Depot and they said nothing they could do. Call the warranty company. Was on the phone for almost 4 hours Monday morning trying to resolve this issue and get a new water installed including calling Home Depot corporate office and was told nothing we can do about it. We have all the paperwork but because Home Depot cant find it they said sorry. After being without hot water for almost 5 days we were able to find a company that would come out and install a new one. We want to be reimbursed from Home Depot for the cost of the new one and the installation we had to pay as we had a lifetime warranty on the one from home day. When we bought the water heater from Home Depot they were proud to claim this would be the LAST water heater we would ever have to buy. WrongBusiness Response
Date: 02/22/2023
February 22, 2023
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE:*************************/ BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their experience. The Home Depot will be reimbursing the customer for a brand-new Water Heater and **********************. Once the customer signs our Settlement and Release documentation we will process the reimbursement check.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
SF 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:02/13/2023
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.
This company's customer ********************** is horrible. I purchased a ******* refrigerator for $**** in September 2022 with a one week delivery date. This delivery was missed and pushed month to month for five months now. When I call, homedepot claims they're just the middle men and I should contact ******* on my own. They've promised me discounts twice but these discounts only apply if I stick with the original purchase as a way to keep me on the hook. When i complained and advised them that I was writing a BBB clamplaint they suggested that I write it for ******* instead since they're the ones not delivering. I paid Homedepot $**** five months ago not *******! I shouldn't have to negotiate my own delivery nor talk to Homedepot suppliers when their products are not delivered. Homedepot has had my $ **** and accrued interest for five months. This is unprofessional and must be some kind of crime. I'll be writing to the State Attorney General to see how many times Homedepot accrued interest on other people's money while promising deliveries that never show up.Business Response
Date: 02/13/2023
February 13, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE: ***************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot reached out to the customer today, 2/13/23, and advised that the delivery delays are due to production issues with the manufacturer. We offered to compensate the customer once he receives the product in April. In addition, if the customer decides to cancel his order and place an order for a different model, we will offer compensation.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: 31569647Initial Complaint
Date:02/13/2023
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.
Unbeknownst to me the contractor provided me a bit over 2 years ago failed to install our stove in accordance with code. We only found out when we noticed a gas smell. We then called our gas company who confirmed the not up to code installation. As I was out of the warranty of Home Depot and even outside the additional credit card warranty I contacted Home Depot who blamed me, failing to take any responsibility for their use of their contractors. (Note Home Depot has previously been fined for their outside contractors - ****************************************************************************************). I also contacted Home Depot CEO *********************** on 2 occasions and factually know he read them requesting a reasonable solution. I also contacted via direct message on ******* and received how I could utilize another Home Depot contractor at my expense of curse which was not satisfactory. I am attaching the purchase, two pictures of faulty installation and the explanation when the problem was fixed:Regulator is improperly installed needs to be installed horizontally.This was a text from ****** at ******************** ************Business Response
Date: 02/16/2023
February 16, 2023
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE:*******************************/ BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #: ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations team has contacted the customer and apologized for their experience. We have compensated the customer. The customer will receive a check via mail within **** business days.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
SF Case# ********Customer Answer
Date: 02/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************
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