Business Profile

Building Materials

The Home Depot

Headquarters

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

11,888 total complaints in the last 3 years.
3,471 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:02/14/2023
Type:Order Issues
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 9/19/23 I signed a contract with Home Depot for custom windows and installation for my home at *********************************************************************. The sales person, ****, assured the installers were trained installers certified to install ******** windows and vetted by Home Depot. On 1/18/23 the windows were installed by Home depot at my home. Some of the windows arrived and were installed damaged (mullioned window arrived with defect, drip caps not correct size and not replaced, nail shot through one of the windows, screen installed bent). Some product was not per contract ( trim installed was not stain grade, windows were not full size of frame opening). Craftsmanship was terribly substandard and not per contract (nail through window, drip caps short,trim not flush,trim installed was scratched, chipped and of different sizes). What was scheduled as a 2 day installation was rushed into one day working by head flashlights into the night. The workers sullied 8 walls and doorway requiring painting; workers left 6 rooms, exterior yard and house perimeter soiled and full of debris requiring cleaning of debris,caulk and dirt; caulk spillage requires section of carpet to be replaced; My desired resolution is payment for or consideration on bill in amount of $6,550 to cover $3,200 in cleaning, painting,and carpet costs; ***** for defective windows and trim and drip caps,and $1000 for my many hours and aggravation writing letters and interfacing with local installer managers, customer ********************** and ********************
Business Response
Date: 03/03/2023
March 3, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303

RE: ***********************/BBB Complaint #********

Dear, Ms. **********;

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot service providers contacted the customer and completed a site inspection to address his concerns.Action will be taken to repair the issues. Once all the contractually obligated work has been completed, a compensation package will be determined between the ***************** and the service provider.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31585135
Initial Complaint
Date:02/14/2023
Type:Delivery Issues
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.
Back in August 2022 we started a process to renovate our kitchen and as of today we have an incomplete kitchen. The kitchen designer ordered the wrong floor plan and since then wrong cabinets have been ordered many times and damaged cabinets have been delivered many times too.As of today we are missing the trim around the cabinets, the under toe, backsplash and two cabinets.I have called Home Depot to request a status update of the missing cabinets and each time a delivery date is promised there is an issue:08/10/22 Kitchen demolition 08/11/22 wrong cabinets ordered/installer couldnt install cabinets 09/22/22 wrong cabinets ordered again 11/01/22 damaged cabinets were delivered 11/23/22 received damaged cabinets 12/19/22 cabinets lost in transit 12/22/22 cabinets were found and they were damaged 01/23/23 cabinets got lost/ disappeared as per store manager 02/08/23 cabinets were supposed to arrive, they never did 02/14/23 received damaged cabinets We made a full payment to Home Depot back in May 2022 and as of today February 14, 2023 Home Depot has not been able to deliver a product and service we paid for.I am requesting a full refund and completion of the project we paid for.
Business Response
Date: 02/28/2023
February 28, 2023

Sent Via ************************************************************* 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 kitchen installation.
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 and have advised that his cabinets will be received at his local store for quality inspection before being delivered to him. The Home Depot considers this matter in progress pending delivery completion and satisfaction confirmed.
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: 03/02/2023
Home Depots response is not acceptable due to the fact that they failed on their promises to complete the kitchen. Each time they give an ETA of when the cabinets will arrive (more than 5 times) there is always an excuse that the cabinets are damaged or lost in transit.
I will believe their promises when they follow thru with them, the cabinets and back splash are installed and the job is finished. I have an incomplete kitchen and half bathroom since August 2022.
Business Response
Date: 03/10/2023
March 10, 2023

Sent Via Email
Attn: Ms. *************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
********************
North 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 kitchen installation.
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 and completed the install of his cabinets. The Home Depot considers this matter in progress pending completion of backsplash.
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: 03/10/2023

Complaint: 19405636

I am rejecting this response because:
Since August 2022, I have an incomplete kitchen, and I keep hearing the same scripting that is Home Depot priority to provide worldwide class customer ********************** and that my satisfaction is the number 1 goal. But yet Home Depot has failed to finish the job.
I called Home Depot today to let them know the cabinets were installed, that the were additional materials and damaged cabinets in my garage that needed to be picked up so we can park our cars in the garage AND find out when the BACKSPLASH is going to be installed. The manager is on vacation, the assistant manager was not in and nobody knew anything. Then I called the executive escalation representative line spoke to ******************, she informed she couldnt help because another representative is taking care of my case. I left a message for **************** since he was not available either.
As of right now I dont know when the backsplash is going to be installed.

Sincerely,

***********************
Business Response
Date: 03/26/2023
March 26, 2023

Sent Via ************************************************************* 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 kitchen installation.
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 and completed the install of his cabinets. The Home Depot considers this matter in progress pending completion of backsplash.
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: 03/27/2023

Complaint: 19405636

I am rejecting this response because:
We are reaching the one year **** for a small job that was supposed to take a few days.
I will accept Home Depots response when the backsplash has been installed and a refund/compensation has been issued for all this inconvenience.

Sincerely,

***********************
Business Response
Date: 04/03/2023
April 3, 2023

Sent Via Email
Attn: Ms. *************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
********************
North 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 kitchen installation.
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 and completed the install of his backsplash. The Home Depot considers this matter in progress.
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: 04/06/2023

Complaint: 19405636

I am rejecting this response because:
This is to inform you that the kitchen backsplash has been installed. During the installation the installer called Home Depot to request a clear sealant to complete the job and an exterior sealant for use on window, door, siding and trim was sent (see attached picture).
Why was a sealant for windows and siding used for a kitchen backsplash?

Also during the installation the electrical outlet was removed and it was not put back securely and its loose.
I called *************************, the executive escalation representative, left two messages and nobody returned my call to address this matter.

I need a letter stating the job that took close to year to complete has warranty. And most important Im requesting the refund I was promised by all the Executive Escalation Representatives I have spoken to.

Sincerely,

***********************
Business Response
Date: 04/24/2023
April 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 # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their kitchen installation.
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 and completed the install of his backsplash.At this time, we are partnering with our field leadership to discuss compensation.

With this being said, this matter is still in progress and being monitored until we reach a final resolution.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********
Customer Answer
Date: 04/26/2023

Complaint: 19405636

I am rejecting this response because:As of this morning, we are still waiting for the electrical outlet to be adjusted (it was removed at the time of the backsplash installation and it was not put back securely).
Once this is completed, we can move forward with the refund.
Sincerely,

***********************
Business Response
Date: 05/11/2023
May 11, 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 kitchen installation.
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 and completed the install of his backsplash. At this time, we are partnering with our field leadership to discuss compensation.

With this being said, this matter is still in progress and being monitored until we reach a final resolution.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********
Customer Answer
Date: 05/13/2023

Complaint: 19405636

I am rejecting this response because:
As of today no one has contacted me or reached out to discuss the refund/compensation.

Sincerely,

***********************
Business Response
Date: 05/28/2023
May 28, 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 kitchen installation.
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 and offered a settlement that has been agreed upon. At this time, we are preparing compensation.

With this being said, this matter is still in progress and being monitored until we reach a final resolution.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********
Customer Answer
Date: 05/30/2023

Complaint: 19405636

I am rejecting this response because:
After all the inconvenience and nightmare we had with the kitchen installation, we should be getting a full refund. However Im only requesting 50% of the amount we paid.
The way this kitchen installation was handled by the kitchen designer, ordering the wrong floor plan and all the other wrong and damaged cabinets that were re-ordered was unacceptable.
It took almost a year to complete a simple kitchen cabinet installation.

Sincerely,

***********************
Business Response
Date: 06/07/2023
June 7, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 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 kitchen installation.
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 and offered a settlement that has initially been agreed upon. At this time, we are respectfully denying the customer's request for 50% off.
With this being said, this matter is still in progress and being monitored until we reach a final resolution.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********
Customer Answer
Date: 06/09/2023

Complaint: 19405636

I am rejecting this response because:
You made a statement on your letter that The Home Depots goal is to satisfy all customers with the products and services you provide.
I am not satisfied with the productthe store kept sending damaged cabinets to be installed. As for the service, it took almost one year to complete the installation. I called the store several times for updates and the call was sent to voicemail.

I am requesting at least $5000 instead of a full refund. We spent weeks without a kitchen sink and close to a year with damaged and missing cabinets.
Not to mention, the frustration of not being able to gather with family over the holidays, Thanksgiving, Christmas and New Years due to an unfinished kitchen.

Im asking The Home Depot to take ownership of this situation, look deeply into how poorly this kitchen installation was handled and the time it took to complete it.

Sincerely,

***********************
Initial Complaint
Date:02/14/2023
Type:Product Issues
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.
Sent payoff to Home Depot on Jan. 11th, 2023 at the address they provided using a 3rd party check. When sent, the check included my name and my account number. Both were clearly written on the check. On Jan. 17th, 2023, a representative from Home Depot signed for the check that was sent certified. On Jan. 23rd. 2023, the 3rd party bank posted and paid the balance of the credit card off and a reimbursement of overpayment should have been returned to me from Home Depot. NEITHER the payoff or reimbursement have occurred and Home Depot took an additional $209.90 from my personal account on Feb.9th, 2023 to add to a balance that should have been paid off. At this point I have nearly $6,844.90 someplace in Home Depots possession. When I phoned Home Depot customer **********************, they asked for proof of payment by providing images of the front and back of the check. After supplying them with the images through fax, I got several timelines for a correction to be made to my account. The timelines ranged from 2 weeks to 2 months. I feel this is unacceptable.
Business Response
Date: 02/15/2023
February 15th, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 ***************************************************************************************

RE: *************************** / BBB #

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 regarding their credit account.

Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by Citibank, ************************* will receive a response directly from them.

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 do not hesitate to contact me if you have any questions.

Sincerely,

***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Initial Complaint
Date:02/14/2023
Type:Service or Repair Issues
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 carpet (with installation) on 11/19/22. It was installed on 1/03/23 at which time I noticed the pattern veared off instead of being straight lines as the carpet sample I chose indicated. I filed a claim with Home Depot, ***********************************, Customer Order Specialist, **********************. They sent the installer back to examine the carpet and he agreed it looked off center but felt this was inherent to the pattern I chose. Home Depot submitted the claim to Tarkett ***, *** and they denied my claim based on the following verbiage: "The pattern of this product is an artist's interpretation of the Red Rock Monoliths in *******, which runs at an angle just as the rocks do. This is not a defect but a characteristic of this carpet." My issue is that if that is true, the sales woman should have explained that to me BEFORE purchase so I could make an informed decision, especially since the sample shows no angles whatsoever. No such explanation was provided to me. I would have chosen a different pattern had I known it would run at an angle! I have attached a photo of the carpet sample that was available the day of purchase, on which I based my choice, as well as Tarkett's denial letter. Since I don't want to go through another carpet install, a partial refund would be in order.
Business Response
Date: 02/15/2023
February 15, 2023
Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************

RE: *****************************/BBB Complaint#: 19404735

Dear ***************,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding your carpet purchase 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 offer her two options. The customer has an option to pick out a new carpet up to a specific amount and Home Depot will cover the reinstallation as well, or she could have a discount on her order. ****************** has accepted the discount. ****************** will be receiving a mail check which has been proceeded. 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: 02/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:02/14/2023
Type:Service or Repair Issues
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 September 2022 I went to Home Depot to purchase a new stove. The sales person showed us several and we decided on a ******** The sales person kept telling me throughout the purchase that there would be no interest if paid in full in less than a year. Now on my bill I notice an interest change. When I inquired about it I was told I cant receive no interest because I used a 10% discount card they had sent me. I asked wasnt it the responsibility of the sales person that repeatedly kept telling me there would be no interest to inform me of this when it was presented to her at checkout. I could not get an answer to this question and was then hung up on by the manager of costumer service. Home Depot is encouraging there employees to say one thing and do another. I am 80 years old and have been taken advantage of by this corporation. How many other people do they pull this on. Very disappointing.
Business Response
Date: 02/17/2023
February 17, 2023

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303

RE: ************************* / BBB Case #: 19403042

Dear **************:

We acknowledge the receipt of the BBB Case #: 19403042

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

The Home Depot has reviewed and investigated this matter and offers the following in response to your concerns. The Executive Escalations team partnered with **************** who approved the 12-month promotion dating back to the original purchase date of September 2,2022 for order H0289-308093. The team contacted Credit Services to update the customer's Home ********************************************* card account, which will reflect within 1-2 billing cycles. Additionally, the customer will receive the associated Terms & Conditions within 10 days.

With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

**************
Executive Escalation Support
The Home Depot -Customer Care
P: **********************
F: ************
Reference No. ********
Initial Complaint
Date:02/14/2023
Type:Service or Repair Issues
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.
Hello, I purchased a refrigerator from Home Depot on January 10th, 2023. The refrigerator was delivered on January 25th, 2023. On February 14th, 2023, the freezer stopped working. We have had the refrigerator for three weeks and Home Depot is refusing to replace the refrigerator or give us a refund. I do not want the item serviced, and then six months down the road or a year the item breaks again and my warranty will be void and I will be out the money and have to buy a new one. Please help!
Business Response
Date: 02/28/2023
February 28, 2023

Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************

RE: *********************************** /BBB Case # ********

Dear ***************,

We acknowledge the receipt of your BBB notice dated February 25, 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 have informed:

Action(s) Taken              02/16/2023
             No further action is needed,closing case.
             We sent an email to the customer that included the order information and delivery date of 03/15/2023.
             We placed a no cost replacement for the customer, ************.
             We spoke with ELUX, and they rejected the customers buyout request.

With that being said, The Home Depot 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:31585305
Initial Complaint
Date:02/14/2023
Type:Service or Repair Issues
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 2018 we purchased an ** range from Home Depot in **********, ** and bought the 5 year protection plan. In December, 2022 the entire glass shattered on the oven door making it impossible to use. We called and they sent out a tech. The serial# on the inside of the oven was illegible, to no fault of ours. Since they couldn't read the serial#, they said they were unable to fix it. After several phone calls and attempts, I found the # on the manual and called to give it to them. They did not return my phone calls and when I called again I was told that they a supervisor would be calling me. Since this issue was going on for over 2 months, we had to purchase a NEW range simply because I did not have an oven at this point. I called again last week and was told that another supervisor would be calling to resolve this issue. Today, the supervisor finally called only to tell us that they are standing by their denial of the claim. Why did we pay all that money for a 5 year protection plan when Home Depot will do nothing about the problem?? This is outrageous and we are seeking help for trying to receive a buy out payment since the illegible serial# was not our fault in the first place! Can you please help? Thank you
Business Response
Date: 02/20/2023
2/20/2023

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 our customer may have experienced while shopping with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive agent assigned to our customers case partners with Asurion to address customers concern with the damaged appliance. Asurion has issued a check in the amount of $1495.54 and Ecard in the amount of $39.59 to the customer.Customer will receive funds within 3-5 business days.

With that being said, 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,

***********************
Executive Escalations
Phone: ***********************
Reference Number: ********
Initial Complaint
Date:02/14/2023
Type:Service or Repair Issues
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 windows for our rental house last year in October. To this date we have partial installment only And incorrect windows. The company does not respond to multiple phone calls or emails. We have been given many dates to return and correct the missing and incorrect windows without follow through.The unreplaced/damaged window allows cold air to enter the house causing high heating bills. This house is an Airbnb and we have lost potential revenue waiting for Home Depot to complete this job.We have also been paying for these windows while nothing is being done.Please help us resolve this matter. It appears Home Depot does not respect us as a repeat customer this is our 2nd full house window replacement.***Please see picturesAll windows are to open.and the far right is still Not replaced.
Business Response
Date: 03/01/2023
March 1, 2023

Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

RE: *******************************/BBB Complaint#: 19402888

Dear **************,

We acknowledge the receipt of the BBB CASE#: 19402888

On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to a shopping experience with our company.

The Home Depot is in the process of reviewing this case. In an effort to provide the proper resolution, we respectfully request additional time to research this case. We are currently waiting for confirmation from our business partners regarding next steps to resolve our customers complaint concerns. Once a decision is reached by our business partners, we will provide an update on resolution. Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.

With that being said, we are still in the process of addressing our customers complaint.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

********************
Executive Escalations
Phone: ***********************
Case: 31585188

Customer Answer
Date: 03/03/2023
We will wait for Home Depot to continue their research and hopefully we can reach a resolution quickly thank you
******* and ********************;
Business Response
Date: 03/27/2023
March 27, 2023

Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************************************************************** 30303

RE: ******************************* / BBB CASE#: 19402888

Dear **************,

We acknowledge the receipt of the BBB CASE#: 19402888

On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Service has been completed. The 1 missing screen is being shipped directly to the customer.

With that said, we have addressed the customers concern and consider this matter resolved.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: ********
Customer Answer
Date: 03/28/2023
Home Depot was to install windows the 28th of October.
they were finished in the middle of March. Meanwhile from the order date to installation we lost a year the interest free financing we were promisednow the windows are still missing a screen, which is not the point of this complaint, but emphasizes that this situation continues. Our original request still stands, we believe compensation is an acceptable option for this case.
Initial Complaint
Date:02/14/2023
Type:Sales and Advertising Issues
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.
Did not properly verify information
Business Response
Date: 02/20/2023

February 20, 2023

Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303

Dear ***************

We acknowledge the receipt of the BBB Case # BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their Home Depot consumer credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, Mr. ************************************ will receive a response directly from them.
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.

Sincerely,

***************************
Executive Escalation Team
Phone: ***********************
Reference No. 31580725
Initial Complaint
Date:02/14/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was expecting $200 back on my bank account and I never received it. Please proceed with the refund. Thank you.
Business Response
Date: 03/15/2023
March 15, 2023

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************

RE: *************************** / BBB Case #: 19401232

Dear **************:

We acknowledge the receipt of the BBB Case #: 19401232.

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 the management team at store # ****, who advised that the $200.00 charge was voided and refunded 18 minutes after the original charge. The store stated the refund could take up to 3 business days to reflect on their account, and reached out to confirm with the customer but did not get a response. The store also provided the attached receipts showing the original charge and refund.

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,

Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 31580337

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