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.
- 3,470 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:02/14/2023
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.
Good evening,Home Depot still has not delivered the items that they had promised to me regarding hardware, and I need someone to call me to assist me with one of their store because the people in store are rude and arrogant, etc. Thanks!Best,
Business Response
Date: 03/01/2023
March 1, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: Venturia *******/ 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 order status.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding her order. The Home Depot has contacted our customer our customer to confirm order details and have been unsuccessful at receiving details. The Home Depot considers this matter resolved and will reopen when details have been recived.
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# ********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 researched and chatted multiple times with HomeDepot reps online before I placed my order on 01/25/23 and I was assured that as long as I bought (1 of 2) the Washer or Dryer before March 1st, I wouldnt have a problem purchasing the remaining Washer or Dryer before March 1st to complete the set. I took that information to heart and purchased the Washer (Order #WB36839584 $798.00) on 01/25/23 and here it is, less than 3 weeks later and well before March 1st as I was instructed, now that I am ready to purchase the Dryer to complete the set, HomeDepot is now telling me they do not have the Dryer; they dont have an ETA on when they will have the Dryer; they will not give me my money back knowing I was buying a set but leaving me with (1) out of (2); declined to give me any type of Rain-Check or advance order option to purchase the Dryer once HomeDepot has it in stock; when I asked about credit/trade-up credit HomeDepot pass the buck back to ******* and stated that ******* will not give a refund or credit; and keeping in mind that I did not have a contract with *******, I had a purchasing contract with HomeDepot. These actions all indicate simple OnLine Fraud and should be investigated by the BBB as well as other federal agencies such as FTC, etc. How can you honestly take customers money, selling him/her (1) of an appliance set, assuring the customer they can come back and purchase the (1) remaining item to complete the set but then, tell the customer you didnt mean anything that was previously said and Im just screwed out of $798.00. That is FRUAD!!!Business Response
Date: 02/24/2023
February 24, 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 appliance order. The Home Depot has contacted our customer and was advised he did not want to be contacted directly. The Home Depot has investigated the claims and information provided via chat and has no record of customer being advised of price being held for purchase of his additional appliance. 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: 02/28/2023
Complaint: 19399336
I am rejecting this response because:
Sincerely,
*************************The response given is a total straight out False lie. The representative that called me first acted like she was interested in getting my side of the complaint but, after I told her that now I am stuck with a un-matching set of appliances, she started telling me Home Depots policy and that there was no way a representative that I spoke to from Home Depot would have ever told me that. The conversation took a sudden change when I told her that I had proof where I had copies of the chats, telephone records of when I called and verified details of being able to get the dryer, etc. She then suddenly ran out of Policy words to state to me because she knew I had proof. She then stated that since I had proof, she would have to do further investigations and would get back to me ASAP. Please note that she did not ask me any Home Deport persons names that I spoke with, she didnt ask me when I spoke to these reps,nor did she ask when did I speak to any Home Depot reps about the Washer and Dryers. At that point is when I started assuming she was going to falsify this complaint and here we are!!!!
This representative is lying and I have written,typed and actual phone records to back up my claim. I guarantee the BBB.org that the Home Depot rep ****** have any of that. As a matter of fact, Please ask her why didnt she get or call me back like she stated she would when investigating my claim?Business Response
Date: 03/07/2023
March 7, 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 appliance order. The Home Depot has contacted our customer and was advised he did not want to be contacted directly. As previously stated, The Home Depot has investigated the claims and information provided via chat and has no record of customer being advised of price being held for purchase of his additional appliance. 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:02/13/2023
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 went to the Home Depot located at ****************************************************** **** . I returned a damaged lawn mower today. There were five employees working in customer **********************, but only 1 was actually working. One guy spent the whole time talking to two woman that were holding flowers, I'm guessing family or friends. It's great that you have visitors while you work, but how about paying attention to the customers that are waiting first. When I finally got helped, *** was an rude. I told him the wheel cracked. He looked around at it and said "I don't see a broken wheel." I had to lift the thing out and show it to him. He never said sorry, and when the receipt printed he just handed it to me as if I wasn't even there and he wanted to get back to s******* around. After this, I still tried to purchase 8 storage bins. In self checkout, as I was about to pay, the two woman working self check out confronted me and accused me of not ringing in all 8. When I took the screen back to show that I had in fact rang in all 8, they both still gave me grief, saying "well it looked like you didn't" How about just saying you are sorry. Both women kept laughing and apparently couldn't tell that I felt extremely embarrassed that they had accused me of this in front of other customers. When I told them I was upset they still kept laughing. So I left without purchasing anything. When I was walking away they both kept yelling at me "Have a nice day." This was a blatant attempt to embarrass me even further. I called and spoke with store manager *************************, and he completely dismissive. I want to speak with someone on the phone that is in above store management. The lawnmower I returned had a full tank of gas that I paid for and I need to be reimbursed for that.Business Response
Date: 03/06/2023
March 6,2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
********************************** / 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 their store experience.
The Home Depot has carefully reviewed all information pertaining to this matter and we have spoken to our customer at length, several times. Our customer has refused all attempts to resolve the matter. Today, we received new information from our customer, therefore the matter has been referred to our HR and Legal teams. With that 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.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case: ********Customer Answer
Date: 03/06/2023
Complaint: 19398997
I am rejecting this response because:
***** is making me dizzy with her spin of this situation. I spoke with store manager **** last week and he told me that he had done a thorough investigation and the appropriate actions had been taken. A few days later I spoke with District Manager ******** and he told me that no investigation had been done yet because he was waiting to hear back from me before doing so. Someone is lying to me. When I spoke with *****, she told me they were still investigating but that they could not disclose the findings do to Federal Law. She could not cite the Federal Law she was referring to when I inquired. When ***** and I first spoke I informed her that I expected the termination of the two employees who harassed me. She told me she understood. Unfortunately, Home Depot failed to meet this requirement. My experience with Home Depot in ********* is that employees treating customers like trash is acceptable. I have had multiple problems in multiple locations and Home Depot has done nothing to fix any of those matters. You guys lost a life time customer.
Sincerely,
*************************Business Response
Date: 03/07/2023
March 7,2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
********************************** / 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 their store experience.
The Home Depot has carefully reviewed all information pertaining to this matter and we have spoken to our customer several times. Our customer has refused all attempts to resolve the matter. Today, we received new information from our customer, therefore the matter has been referred to our HR and Legal teams. As previously stated, 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.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case: ********Customer Answer
Date: 03/08/2023
Complaint: 19398997
I am rejecting this response because:This was not an inconvenience. I was harassed and abused verbally by two employees. I was accused of a crime, and even after I proved my innocence to the employees, they still continued to harass and abuse me. Home Depot has failed to take any action against the employees and ***** is only concerned with covering up the behavior of the employees. This is disgusting behavior that is standard at all Home Depot's I have gone to in the ********* area.
Sincerely,
*************************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.
Order #WE14481957 I have an issue with this order Order #WE14481957. I have received nothing in this order. I have contacted them and their customer ********************** is beyond disgusting and useless. And their products are never on sale. I just came back from vacation and I explained the situation to them saying I never signed for any of the packages. And they were completely refusing to help me and acting annoyed and acting like its my fault. Their customer ********************** is worse than cancer. I wouldve never ordered if I knew about this type of service. And Im filing this complaint in order to expresses my experience and spread awareness. And Im still yet to receive my refund for the order. Thank you.Business Response
Date: 02/24/2023
February 24, 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 online delivery.
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 and has agreed to process a refund as a one-time courtesy. 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# ********Customer Answer
Date: 02/24/2023
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.
Three main points to address attached letter 1. We purchased the house back in Nov 2015 Home Depot transferred the warranty & combined both job numbers for 20 year warranty.2. Mold forms from moisture & when seals crack on windows moisture forms. It is not environmental as you mentioned. Broken seals are causing the *************** & is a covered labor warranty issue.3. The customer gesture had nothing to do with the installers fixing caulking issues. They were ready to take out the front room window when they came in Nov 2022 & we told them to stop, wait until the other installers came in case of a problem. If we didnt tell the installer to stop we would have no window. We had to run after them to fix the caulk job that the destroyed. Not a customer gesture it's fixing a mess up that you did. I called Home Depot in April 2022 to have someone take a look at 3 windows under *************** came out early May to look at 3 windows which seals were broken. First guy that came said just dirt on 2 windows. The 3rd would definitely be replaced. We have pics. He put in for all 3. I called a few days later they approved the one front window. They needed more pics of other 2. Same guy came to replace the one approved & take new pics of 2. He did not have the one that was approved on truck. He remeasured. I called and *** said all 3 will be replaced. Crew came had one of the bath windows not the other 2 so measured again. They installed the one-bath & remeasured 2. Two months pass, sent the same crew out to replace the 2. One guy showed up early ,started to take off the caulk from the one window. We told him to wait just in case problems. NO windows-wrong sizes. Resubmitted the sizes & 3 weeks pass. I get a letter stating the warranty expired. From April to Nov, I got bounced around & lied to. They replaced one out of the 3 windows which were all under the same warranty. We had windows replaced in 2016, 17 &18. There was no expiration date when the warranty expired.Business Response
Date: 02/14/2023
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 valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ***************** regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's complaint and provided the following findings. The Home Depot Exterior Team have determined that the windows were sold to the previous homeowner, *******************. The warranty transferal process was not executed. As a customer gesture, the installers fixed some caulking issues. Unfortunately, mold, if indeed it is mold would most likely be environmental. The windows are no longer covered under warranty and mold would not have been a covered labor warranty issue. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
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: 02/15/2023
Good Evening *****************************,
******* never called, just sent an email. I called and emailed asking for her to call me numerous times and was ignored and that is why I sent the BBB this letter and information. ****************, if you read my summary that was attached originally and will re-attached, you will see that Home Depot sent out their installer to measure 3 windows last year 2022. There are three windows where the ***** are broken, water is getting in, air is getting in and moisture is forming as well as mold which the first installer noted and took pictures and agreed it was from the broken seals as did the 2nd installer that came later on that year and both stated it was a warranty issue. When the seals are broken it is a warranty issue. I do not know where ******* is getting her information. When ******* states " As a customer gesture the installers fixed some caulking issues." is not being explained by her. Again my letter states why they fixed the caulk. As my husband & I waited for the installers that day in Nov. 2022 to install 2 windows, one installer came early and wanted to take the front window down to save some time so when the other installers came it would go smooth and fast. We asked him to stop just in case the windows that were on order and being delivered that day would possibly not be on the truck. He stopped. By then, he removed all the caulk that was around the window which also compromised the structure of the window. The installers came for a 3rd time and had windows but not our windows. They remeasured and were on their way. I had to run after them to tell them to re-caulk that window that they decided to take the caulk off. It was not a gesture. They caused the problem, they removed the caulk. and it was their responsibility to fix the damage they caused, not a customer gesture. No one is listening to us and we want to get our story out. The installers came to our house 3 times to measure the windows. They first came in May 2022 to measure. They had to come out again and send someone else in June to re-measure because the 1st installer got the measurements mixed up. When they came in August 2022 (3rd time now) they had one of the bathroom windows and replaced that window in August of 2022. Now if the windows were not under warranty, why did they come to measure them in May 2022, June 2022, replace & install one in August 2022 and also replaced windows here in 2017 and 2018 when we were living here. We do not know what is going on...if they ordered the windows and they were misplaced and do not want to reorder new ones because it will cost them but they did replace one of the three that they measured here and this all started in April when I called to have their installers come to measure the 3 windows. The one installer came in May 2022, then another in June 2022 to install the 3 windows but did not have the correct sizes for the 3 windows so they re-measured them and then in August 2022 they came and had one window , replaced the one and re-measured the other 2 again and in Nov. 2022 came back again to install the other 2 windows which they did not have again and re-measured for a 4th time and within a week we received a letter stating the windows are not under warranty. So please explain to us why did they indeed replace one of the 3 windows and installers came on four different occasions to measure and re-measure the windows and replace one if the warranty was expired? Please read my letter and I will attach it again . Please have ******* read the letter as well. We do not believe ***, from Home Depot at the installation department is not telling you the entire story.
Business Response
Date: 03/13/2023
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 valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ***************** regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's complaint and have respectfully denied her request via formal denial letter. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
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: 03/13/2023
Complaint: 19397576
I am rejecting this response because:I feel like I am talking to the wall.
I will send the attached letter again explaining the whole story.
But in short, Why is it that Home Depot came to our house last year on numerous occasions to measure windows that needed to be replaced due to broken seals ?
And they replaced one out of the three windows. No one is looking into this to see why I am explaining to you that these windows are under warranty and the fact that they were measured wrong and then ordered and misplaced that Home Depot does not want to honor the warranty.
I left numerous messages with ******* as well as emails and have not heard from her.
Please read the attached letter that was sent to BBB.
Home Depot came here on numerous occasions to measure and replace windows.
In fact 1 of the 3 windows was actually replaced.
******* is ignoring the attached letter explaining everything and that we are looking to have the 2 other windows replaced due to it having broken seals which is a covered warranty issue.Sincerely,
*************************Business Response
Date: 03/20/2023
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 valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ***************** regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's rebuttal complaint and advised that it was determined that the windows were sold to the previous homeowner, *******************. The warranty for the windows belong to the original purchaser and unfortunately, since the warranty transferal process was not executed this warranty was not transfer to ****************. As a customer ********************** gesture, the installers and field team fixed some caulking issues and assisted with other maintenance concerns.. The windows are no longer covered under warranty for replacement or repair. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
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: 03/22/2023
Complaint: 19397576
I am rejecting this response because:I am sending the same information to you and you are ignoring it. You came in 2018 and 2019 and replaced 3 windows that were under warranty. You came last year on numerous occasions to measure and place an order on the 3 windows that are in question that all having broken seals which is a warranty issue. You replaced one of the 3 windows (one large window in the bathroom) last year. Your guy was ready to take out the front window in Nov. 2022 and we told him to stop and wait until the other guys came in case the window wasn't on the truck and it wasn't on the truck. You keep saying a "customer ********************** gesture" & "maintenance concerns". You were ready to pull the window from the frame of the house to replace it. Your guy removed the caulk.....If we didn't stop you, there would have been no window and a gaping hole in my front house. So your guy had to fix the mess up he did. It was not a gesture/maintenance.
So to *******: WHY did you come last year on numerous occasions to measure and place orders on these windows if there are not under warranty ??
Why did you actually replace one very large window in our bathroom last year if it was not under warranty.
You are ignoring my response and stating the same lies over and over.
*******, please answer 2 questions :
1. Why did your guys come on numerous occasions to measure and place orders on these windows if there are not under warranty ??2. Why was my large bathroom window replace by your team last summer 2022 ??
And BTW, I have left numerous messages for ******* and her associate as well as emails and NO ONE has replied or responded. Please stop saying you reached out to me because you have not.
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.
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 We14168181Business 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,
*************************
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