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

11,883 total complaints in the last 3 years.
3,461 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:02/11/2023
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.
Purchased an device online Jan 26th, device was delivered feb 2. Device is defective and homedepot will not provide refund and warranty is already expired per ********
Business Response
Date: 02/21/2023
February 21, 2023

Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, 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 an online order placed with The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has spoken with the customer and confirmed that the manufacturer will be returning and refunding the product.

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.

Sincerely,

***********************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
** Case#: 31560000
Initial Complaint
Date:02/11/2023
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.
On 11.3.22 I purchased a Maytag washing machine from Store #****/Home Depot. Model-MVW6200KW3 Serial-***** My first call to Home Depot was no help. I was instructed to call Maytag. Maytag sent a Flamingo Repair tech to my home for the loud squeaking and grinding during the wash cycle. On 2.3.23 the Flamingo tech replaced the drum belt. On 2.11.23, the grinding and squeaking noises are back. The noises are louder than my first complaint. Maytag is not open on Saturday. I now have to wait for a Flamingo tech until 2.17.23. I am dissatisfied with Home Depot, Maytag and the poor performance of a new washing machine.
Business Response
Date: 02/20/2023
February 20, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North 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 Online Escalation Team contacted the customer to address her concerns with the appliance. A technician was scheduled and sent out to service the defective equipment and repair it. No further action is needed, and this complaint is considered 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 should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31555661
Customer Answer
Date: 02/20/2023

Complaint: 19388135

I am rejecting this response because:
This is a purchase of a brand new washer delivered on 11.9.22
There is a very restricted window that Home Depot has- not even 2 days but exactly 40 hours to return

There have been 2 service calls for continued loud noise:
1.2.2.23- Cam and belt replaced
2.2.17.23-Cam and Gear Case replaced

I certainly am not confident that this washer will be problem free

I am stuck because Maytag and Home Depot are not helpful
My preference is to have another washer and not the Maytag model

I got the run around from the Home Depot Cares Team with incorrect advice and refusal to call me.

in addition the Cares Team sent unidentifiable men to my home- no ID, no Home ********************** Uniform and unmarked white truck. The purpose for this visit on 2.15.23 was to make sure there was not an installation problem. This made no sense. I was not given an appointment time or window. Initially I was incorrectly told that a Maytag rep was coming to my home on 2.15.23

The Home Depot Cares Team, when I asked for a phone number to the Team, gave me the 800 number for online orders. The washer was bought in a store
On 2.13.23 I spent 15 minutes trying to get a manager for the Wages store as that was where I purchased the washer. I kept getting transferred to a a manager who never answered
i have called *********************** and was given more direct ways to communicate with Home Depot.

I have been speaking with ******************* who is quite kind and helpful.
I am unhappy with the purchase, the lack of support from Home Depot After 40 hours and the initial response from the Home Depot Cares Team.

This is not closed as I have a defective machine

I regret the purchase and will never recommend an appliance purchase from Home Depot.
This has been a frustrating and unpleasant experience that I deeply regret

Sincerely,

*********************
Business Response
Date: 02/28/2023
February 28, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North 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 Online Escalation Team contacted the customer to address her concerns with the appliance. A manufacturer technician was sent to the customers home on 2/17/23 and repaired the unit and no further issues were reported. The customer was able to complete a load of laundry with no issues. The appliance is still under manufacture warranty, and shall the item need service again, the manufacture will then consider if in fact the item is defective and qualify for a replacement.
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: 31555661
Customer Answer
Date: 03/01/2023

Complaint: 19388135

I am rejecting this response because:
I was sold a flawed or lemon appliance
No new major appliance has to have two service calls to replace drum twice, can twice and the Gear Box
This was not my expectation when I bought a new appliance

I am very unhappy with my experience and have shared my experience warning against buying an appliance at Home Depot

A 40 hour Return window is insulting to consumers

I will not be satisfied until the waking machine is returned and I receive a full refund

Sincerely,

*********************
Business Response
Date: 03/08/2023
March 8, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North 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 Online Escalation Team contacted the customer to address her concerns with the appliance. A request has been submitted to the manufacture to have the appliance replaced due to multiple repairs. The complaint will remain open until the customer concerns have been addressed to satisfactory..
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: 31555661
Customer Answer
Date: 03/09/2023

Complaint: 19388135

I am rejecting this response because:

1. Why is this addressed to **************?
2.I am not *************!
3.************** is a Home Depot Employee
4.I spent $640 on appliance with an UNDISCLOSED Return Policy of 40 hours This protects Home Depot and Maytag but not the consumer

5.I did not except to spend $640 on an appliance that has had two service calls and multiple parts replaced

7.My expectation is that a new appliance does not need any repairs in the first two months

8.I will make sure I never purchase an Appliance at Home Depot and will spread that message through all available channels

9 The only thing I want is a full refund and the appliance removed from my home

This is a continued waste of my time as this is an unacceptable lack of support and customer ********************** from Home **********************

Would you like this experience when buying an appliance?

Sincerely,

*********************
Business Response
Date: 03/15/2023
March 15, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North 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 Online Escalation Team contacted the customer to address her concerns with the appliance. A request has been submitted for buyback on the appliance and is under review.The complaint will remain open until the customer concerns have been addressed to satisfactory.
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: 31555661
Customer Answer
Date: 03/16/2023

Complaint: 19388135

I am rejecting this response because:

I WANT A REFUND OR A NEW NON-MAYTAG WASHER

Sincerely,

*********************
Business Response
Date: 03/23/2023
March 23, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North 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 Online Escalation Team contacted the customer to address her concerns with the appliance. As previously stated, a request has been submitted for the buyback on the appliance and is still being reviewed. The complaint will remain open until the customer concerns have been addressed to satisfactory.
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: 31555661
Customer Answer
Date: 03/31/2023

Better Business Bureau:

This is a complicated situation.
I do think that having a return window for a major appliance purchase longer than 40 hours is best.
it was a frustrating experience getting to the correct propel at Home Depot.
My opinion is that Maytag sold mr a defective washer
My thanks yo ******************* for her assistance and kindness at Home Depot.
My thanks also to *********************** for his assistance and kindness.
Most appreciated is the Home Depot Gift Card from **************

Tale care all and best regards.

Sincerely,

*********************
Initial Complaint
Date:02/11/2023
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.
Dear BBB,I am filing a complaint against Homedepot.com because they never refunded $6,924.75 for an order for a generator that I had cancelled.Unfortunately, I failed to catch this error in a timely manner since I the charge of $6,924.75 happened June 19, 2022. However, I feel I am justified in receiving a refund.Details I had to purchase three generators and cancel two due to Homedepot.com On June 18, 2022, I purchased a Generac 24KW generator from Homedepot.com on work order WP38065883.On June 19, 2022, my Discover Card was charged $6,924.75 for WP38065883.Between June 21, 2022 and June 26, 2022, this work order (WP38065883) was cancelled.No refund appeared on my Discover Card (the only card I have used with Homedepot.com).On June 26, 2022, I purchased another Generac generator from Homedepot.com on work order WP38849062 On June 27, 2022, my card was charged for $7049.24 for WP38849062 On Aug 5, 2022, I cancelled work order WP38849062 On Aug 5, 2022, I received credit for $7,049.24 on my card On Aug 8, 2022, I purchased my final Generac generator from Homedepot.com on work order WP42755317.On Aug 9, 2022, I was charged for $6,924.75 on my card.There are two cancellations and only one credit on my card.Contacting Homedepot.com:On January 22, 2023, I called Homedepot.com *************). The associates mindlessly read a script that did not apply to my situation. I emailed Homedepot.com *************************************** on January 24, 2023, and I have not gotten a response.Resolution:I want Homedepot.com to refund me $6,924.75 plus any cost of statements I need to get from my credit card company.Thank you,*****************
Business Response
Date: 02/14/2023
February 14, 2023

Attn: ****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, 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 a generator ordered from The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has assisted the customer with locating the refund.

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.

Sincerely,

***********************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31555613
Initial Complaint
Date:02/11/2023
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.
Better Business Bureau,To Whom it May ******** I have a riding lawnmower that is unsafe to operate. It was purchased at Home Depot in Waynesboro.I have spoken with and written to an assistant manager at Home Depot concerning the danger of operating the mower. While set to go forward, it unpredictably throws itself violently into reverse at a speed beyond what the mower achieves normally. On my property, that risks catastrophic injury or death. Home Depot started by telling me several times they would have the manufacturer (Ryobi) contact me (that has never happened), then that Home Depot would send a truck to pick up the mower, and when I recently agreed to that, I was told that wasnt possible, that I would have to find a service provider. When I explained the mower weighed over 500lbs and that I had only a passenger car, I was told I could take it either to Bedford, (almost 40 miles) or Amherst, (30 miles), each one over the Blueridge. I was told the service center would decide whether the mower was covered. Home Depot has done nothing to stand behind what they sold. My experience so far indicates they are not at all interested in resolving this situation. How would you feel if after two years your $2800.00 lawn mower was essentially useless and the company who sold it to you was ignoring you? I have videos of the mower malfunctioning, if that will help.Sincerely,**************** Petite Buena Vista ************
Business Response
Date: 02/17/2023
February 17, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303

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

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

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 Online Escalation team has reached out to the customer to address his concerns. The customer is working to have the riding lawn mower transported for repair services. Mr.****** has been advised that shall he have questions or need assistance to direct them directly to the online escalation team. The customer will also be compensated up to said amount for transporting the mower to the service center. There is no further action needed at this time and this complaint is considered 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 should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31555452
Initial Complaint
Date:02/10/2023
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.
This is regarding a Bosch dishwasher, Model SHEM63W55N, sold by Home Depot (******) on their website www.homedepot.ca.My contention is Home Depot misled me into believing the dishwasher was available and set for delivery on Jan 26, 2023.On December 5, 2022, I ordered this dishwasher from the Home Depot (**) online support staff. I gave them the model number and they processed the order on my ** credit card. Price before taxes was $1,244 (as listed on the website) with free delivery on Jan 26, 2023. The person verified the details of the price and delivery date. I opted for the 18 month payment plan.I received a ** credit card statement at the end of Dec 2022 requesting a minimum payment for the dishwasher. I made a payment, thinking I would have the dishwasher by the end of January.I received an email from Home Depot on Jan 20, 2023 that stated the delivery was being rescheduled. A person in the delivery department verified, by phone, the delivery would be sometime in February because the dishwasher was on back-order. It was rescheduled for delivery on February 9.Another ** credit card statement arrive at the end of January and I made another payment, even though I didn't have the dishwasher yet.February 9 came and went, with no dishwasher delivered. ** delivery staff said the item was back-ordered again.Even though this dishwasher is back-ordered, I was able to add (to my shopping cart) this model dishwasher, from the ** website, today, Feb. 10. On December 5, prior to placing my order with **, I tried to order the same dishwasher from the ******.ca website, but was unable to do so because ****** did not have it in stock. Yet, ** continues to advertise and sell this item, even though it is back-ordered.Just so you know, ** credit department told me that I must continue making payments otherwise they would report me to the credit bureau. I was misled into believing I would have the dishwasher by now. I am paying for something I don't have.
Business Response
Date: 02/27/2023
February 27, 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 ******** Escalations Team reached out to the customer to address their concerns. The team is working very quickly to have the appliance expedited to the customer as soon as possible. The complaint will remain open until the customer receives the appliance order in full.
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: 31552525
Initial Complaint
Date:02/10/2023
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.
ONLY HALF MY ORDER WAS IN THE BOX.THE ORDER WAS INCOMPLETE.Home Depot said on phone nothing they could do because it was delivered by ****** They will not listen that the store that packed the box did not put all the items in the box. No packing slip was in the box either. They said the order was filled directly by a vendor but they have no way of even contacting the vendor or asking questions or who it is. Home Depots solution was for me to dispute the charges and the bank would cover them and for me to wait weeks for a resolution or my money back. That's BS! So Paypal should cover their mistake? I guess so. Then I asked to talk to a Supervisor. The Supervisor said I need to call ***** and have them do an investigation. I asked why. She said because ***** Packed the box at their warehouse. I asked WHY DO I have to call ***** for that?? You guys hired them to do the job? You hired them! You should be calling them to find out what happened not me! No Sir, the customers must call. That's RIDICULOUS! I want My Money Back! I will never shop at Home Depot Again! Buyers Beware!
Business Response
Date: 02/11/2023
February 11, 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 Online Escalation Team has reached out to the customer regarding his complaint. The team apologized for his experience and compensated the customer for the missing item. This matter needs no further action and has been considered 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 should you have any additional questions or concerns.

Sincerely,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31552533
Customer Answer
Date: 02/11/2023
I would like the following comments to be apart of the BBB Complaint Record so that others may see how this was dealt with by Home Depot and how I was treated as their customer.
Home ********************** Corp called me regarding the BBB Complaint and I can ONLY Thank BBB for that as it would never have happened without BBB. The only solution they would offer is a Gift Card / Store Credit for the Items Plus Tax ($74.88) and they would NOT Issue a Refund. I explained that I needed the items today 2-11-23 in order to complete the job and since Home Depot was still not believing me as to what occurred I reordered and bought them again through AMAZON yesterday and they were delivered at 6am this morning. By the time Home Depot called the cameras were already install. I explained I do not want a store credit or gift card as I will never shop at Home Depot again. The gentleman correct HD SUPERVISOR said statements from yesterday that it was not sent directly from the vendor AND it was not packed by ****** it was only shipped by *****. So I would have spent hours yesterday calling ***** trying to have them find my missing items, sounding stupid saying they packed the box, and hours on a wild goose chase....from a HD Customer Support Supervisor. The gentleman said basically that by their documentation, and by the weight of the box reported by ****** that they believe the items were all delivered. I told him since it was sent from a HD Warehouse, I know they keep constant cameras on the entire operation inside, and that I would like them to pull the video footage in the warehouse of my package being built. If they are not believing me and I KNOW I am telling them the truth, and it wasn't ****** then pull the video of my package as I know the presses is all bar coded and video monitored. Silence. Kept basically saying I was lying and that they believe all items were delivered. I stated well it is quite interesting that you won't pull the video, that you don't care if someone is messing up on their job, and that you are basically telling me I am a liar, and this is how you treat a loyal customer. DID NOT CARE. So now I have a stupid Home Depot Gift Card, have wasted a full day on this, have been accused of lying, had to spend more of my money to replace their missing items, and I must go buy something else from them, which I don't want to do and I don't need, in order to get my money back because of their screwup. The proof is there in a warehouse video but they don't care to look or about their customers. I can't even buy something from the store and return it to get my money back as it will just be another gift card. So NO, this is not a satisfactory resolution BUT THE ONLY ONE HOME DEPOT WILL GIVE ME! After this last GIFT CARD Purchase I AM NEVER EVER GOING INTO ANOTHER HOME DEPOT....FYI - DO NOT DO IT!
Business Response
Date: 02/13/2023
February 13, 2023
Attn:***********************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 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. As previously stated, The Home Depot Online Escalation Team reached out to the customer regarding his complaint. The team apologized for his experience and refunded the customer for the missing item. This matter needs no further action and has been considered 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 customerspatronage 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: 31552533
Customer Answer
Date: 02/13/2023
My Statements and Issue With Home Depot Stands As Stated.
I DO NOT Wish To Waste Anymore of The BBB's Time. Home Depot Has Wasted My Time, Will Not Give Me The Courtesy Of Their Time To Do Thorough Video Research, And Their Time Is Of No Concern To Me.
I Refuse To Click "I Accept The Resolution and Outcome" and Will Let Time Elapse Close This Case.
Thank You BBB For Getting The Home Depot To Do ANYTHING As They Were Not Going To Until I Wrote You!
SHOP AT LOWES PEOPLE!!
Initial Complaint
Date:02/10/2023
Type:Customer Service 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 January 10 2023 I was terminated/separated from the company due to me resigning. I am a former employee who is attempting to cash out my 401k. For the past month Ive been trying to call every few days into the corporate HR and the benefits choice center trying to get my 401k with no success. Every time I call the benefits choice center they tell me Im still an active employee in the system and that they cant do anything until HR updates the benefits choice center of my termination. Ive called HR many times to no avail and still get the same answer every time saying that I am terminated and theyve let the benefits choice center know about my status. Why is it that I call the benefits choice center they show Im active? Im done getting the run around and just want my 401k. This is ridiculous that you guys are holding my 401k. I put money into my 401k and youre holding this money from me which is theft.
Business Response
Date: 02/11/2023
February 11, 2023

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

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

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

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

The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots associate relations and human resource department will review the former associates concerns and will be in direct contact with him.

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 Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31551656
Initial Complaint
Date:02/10/2023
Type:Delivery 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.
Date ordered 2/1/2023 $ ******** Side by ************************* hired by Homedepot to deliver did not complete delivery Homedepot did nothing to resolve this issue, advised they have nothing to do with the delivery after purchase Order # H3915-150451
Business Response
Date: 02/14/2023
February 14, 2023

Attn: ***********************

Customer Experience Specialist

**********************

Serving Metro Atlanta, ****** & Northeast *******

235 ****************************************************************************************************************

RE: Faith ******* / BBB Complaint#: 19384957

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction 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 Expeditor has connected with the customer to assist. The team has addressed the customers shopping experience. 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,

*************************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********
Customer Answer
Date: 02/14/2023

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:02/10/2023
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.
On 4/11/22 we ordered new windows and doors with Home Depot as of today the job has not been completed. The installation started September 16th and we were advised it would be for the next 3-days. I was then informed the installation on the 17th and 18th would need to be rescheduled for the following week. After that part of installation was completed, there was noticeable scratches on frame as seen in the pictures and substance in the middle of the glass panels. The slides for the living room were measured incorrectly and were not installed at that time. I received a call on September 26th telling me that they wouldnt be able to complete the installation till the first week of December. I requested to speak with a manager and as of today, I havent heard from anyone. This was the second attempt *** made this request. We have had all our window treatment down in the living room for 4.5-months now. Early in December they came out to install the living room sliders 3-of the 4-doors have scratches on them. They wanted to use the lintel between the sliding doors and the windows above after I had already paid for a new one its not even to same color. The replacement family room sliders had scratches on them, the screen door for the master bedroom was the wrong size for the second time and they didnt the 2- replacement windows. I received a call from ******************* on December 8th. He didnt even know what was going on with all the issues. He had told me in September that they were going to replace 2-windows with scratches on them, the 4-slders in the family room that substance in the middle of the glass panels, the broken screen in the master closet. He told me on the September 8th he would follow-up with me I never heard back from him. I have called ******************************* the Sales Manager with Home Depot several times with no call back also. On 1/28/22 I sent *********************** an email with all the issue we are having and as of today I havent hard from anyone yet.
Business Response
Date: 02/21/2023
2/21/2023

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************************************************************************************** 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 Branch Installation Manager confirmed that our customers installation is scheduled for 2/23. All remaining items will be addressed and completed at that time.

With that being said, the Home Depot is in the process of resolving this matter.

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: ********
Customer Answer
Date: 02/27/2023
On 2/23/23 the installers came to install the Transom windows in the living room they were not the correct windows.
The windows they brought had a 5-inch frame they were supposed to match the one they put in the bathroom (see attached pictures.
They didn't have any of the replacement item with them windows, Screens, or frames.
Thanks,
****
Business Response
Date: 03/24/2023
3/24/2023

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************************************************************************************** 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 Installation Service Manager was able to confirm that our customers reorder for the window and doors was placed and service date is currently scheduled for 5/10. We will follow up with the customer once the ****************** is complete to confirm satisfaction.

With that being said, the Home Depot is in the process of addressing our customer concerns.

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: ********
Customer Answer
Date: 03/28/2023
I did receive a call last Thursday telling me that they were going to reschedule the install for May 10 this unacceptable my house has been a mess for 7.5 months.

Our window treatments have been down, stickers on the windows and parts laying all over my house for the same time.

All the tab on the screens are breaking-off I am being told this normal by Home Depot management this ridiculous.

See attached pictures of all these issues. us why here.
Business Response
Date: 03/31/2023
Sent Via Email

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

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 Installation Service Manager was able to confirm that our customers reorder for the window and doors was placed and service date is currently scheduled for 5/10. We will follow up with the customer once the ****************** is complete to confirm satisfaction. If a sooner service date does become available, we will partner with the customer to schedule.

With that being said, the Home Depot is in the process of addressing this matter.

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: 31551487
Initial Complaint
Date:02/10/2023
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.
Recently, we purchased the parts for a shower/ bathtub combo from Home Depot. We have the tub and the back wall of the shower and were waiting for two shower walls to be delivered. After roughly a month, we received an email from a woman in **********, ** (roughly an hour away from where we live) stating that she received OUR delivery. She said she informed the delivery drivers that the products were not for her. They still left the walls with her instead of taking them to us, AND gave the woman my mother's personal email address so she (another customer) could attempt to rectify the situation for them. We informed Home Depot, waited roughly another month and eventually received a delivery. They dropped the package off and left, and when we opened it we realized it was a totally unrelated shower floor that we never ordered. We payed quite a bit for this shower and because of these issues, haven't been able to bathe in our own bathroom for months longer than we planned for the remodel.
Business Response
Date: 03/10/2023
March 10, 2023

Sent Via ************************************************************ Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303

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

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

We acknowledge the receipt of the BBB Case #********

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

The Home Depot is currently reviewing this case and has reached out to all parties involved.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.

Executive Escalations and the Home Depot **************** Team was more than willing to help the Customer and emailed and called him for more details about his particular order to assist. Unfortunately, the Customer never responded with details about the Home Depot Store he made the purchase from or provided the order number to have addressed.

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

Sincerely,
*********************************
The Home Depot -Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case# ********

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