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

11,868 total complaints in the last 3 years.
3,462 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:02/10/2023
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.
The details are attached
Business Response
Date: 02/13/2023
June 16, 2022

Sent Via **********************************************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ************************* 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 customer may have experienced regarding their credit account.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by ********, ******************* will receive a response directly from them within 10 business days.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

Sincerely,

**************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********
Customer Answer
Date: 02/13/2023

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: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.
I made an online order for a bathroom vanity with countertop and sinks. The item arrived on 1/23/23 but shipping box was in poor condition and the marble counter was badly broken. I contact customer support and eventually receive the solution of a new counter and sink assembly to be shipped from the manufacturer. The case number was ********. I received the replacement on 2/1/23. The replacement arrived damaged. I sent a request to the Home Depot representative that initially help me on the case. I did not receive a response, to this or either of my next two emails the following two days. On Monday 2/6 I attempted to call but was sent to voicemail. I entered the option for immediate assistance with sent me on a rabbit trail to try to resole the issue. While on hold I received the following response to my email:" Hi *****! I do really apologie for the delay, I saw your call but I have another customer in ************, I read all the emails and I can call you back as soon as I hang up with the customer I have in ************. I will forward the pictures right now to the factory so they can send it again. ************* did not receive a call. I emailed asking for an update 2/8 and today 2/10. With no response. I would like an intact replacement countertop, removal of the broken replacement, and compensation for my time that I have spent dealing with this issue either in the form of refund or credit.
Business Response
Date: 02/23/2023
February 23, 2023

Sent Via Email

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

RE: ************************* /BBB Complaint#: 19383867

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

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

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the delivery company for estimate time of arrival. After speaking with the delivery company, they have confirmed that order is in the warehouse with an estimated delivery for 03/07/2023. The customer will be notified with this information 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: # ********/Online ********
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.
This is a window installation project involving 44 windows. The original purchase was made in September 2021 and the cost was approximately $60,000. The windows were delivered and installed in February 2022, however 2 of the windows were constructed incorrectly and would not fit. Replacement windows were delivered in June 2022 and they also did not fit. The home is a rental home and a tremendous amount of rental income was being lost so we were told that we should complete the rest of or remodel and Home Depot would complete interior and exterior trim and paint with out materials when the correct windows were installed. Nothing has advanced since June 2022. Old windows are still in home and the exterior trim is still missing. Water is entering walls behind exterior hardy plank and home is being damaged further.. Have made multiple complaints with either no follow up or false statements and timelines.Most recent contact was beginning of January 2023 and was promised delivery January 28, 2023. Since have had no contact in spite of multiple attempts to reach installation manager.
Business Response
Date: 03/07/2023
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 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 Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's complaint and advised that the customer's replacement windows for his repair service are estimated to arrive by 3/6/2023. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.

The Home Depot Exterior 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: 03/08/2023
I was contacted by someone from Home Depot after filing the complaint simply acknowledging that a complaint was filed. I have had no other contact from Home Depot regarding completion of the work or fulfillment of their obligations. I received an email at 3:00pm on Monday March 6th stating my windows were expected to be delivered today. I responded to the email with a request for someone to contact me. As has become typical with the Home Depot, no one has contacted me.
As stated previously, this is a rental home. The windows impact both the east and west side of the house. These are 3rd story windows and completion of the job will require a lift to access outside and scheduling entry to access inside trim. The windows have not been installed and the house continues to be exposed to water entering where the trim is missing.
There has been NO resolution to my complaint.

Business Response
Date: 04/03/2023
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 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 Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's rebuttal complaint and states that the customer's next delivery for his remaining materials is tentatively scheduled for 4/5/2023. Once the delivery is completed successfully and reviewed for damages, a agent from ACC remodeling will contact the customer to schedule ******************. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.

The Home Depot Exterior 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: 04/03/2023

Complaint: 19383021

I am rejecting this response because:

I have not been contacted by Home Depot other than acknowledging the initial complaint. The BBB and myself were told in response to the complaint that the windows were delivered on 3/6/23. They were not. This was simply another lie - one of many.
No effort to coordinate remediation of damage, or completion of this job has been made by Home Depot since the complaint began. After the false notification that the windows were delivered, I have made repeated attempts to contact or be contacted by both phone and email.
Again, this job has been left haphazardly with the structure of the home exposed to the elements for over 2 years. There remains scrap and job materials left under my home for the same period.
Someone from Home Depot must contact me to coordinate repair, completion and satisfaction of the job I paid them to do over 2 years ago.
Sincerely,

*********************
Business Response
Date: 04/06/2023
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 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 Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's rebuttal complaint and states that they have two of the customer's radius windows at their warehouse and currently awaiting confirmation on permits to begin work again. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.

The Home Depot Exterior 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: 04/07/2023

Complaint: 19383021

I am rejecting this response because:
I have not been contacted, The Home Depot has not responded to repeated attempts to contact by phone and email.
Multiple claims of having possession of my windows have been made over the past 2 1/2 years. The job is incomplete and the home structure is still exposed to the elements.

This response does nothing to alleviate damage to my home or advance completion of the job. It is simply another hollow response. Clearly the multiple false responses to BBB is evidence that The Home Depot is a bad actor. The Home Depot has acknowledged this complaint several times and the job is no closer to being completed now, 2 months later, than when the complaint originated.
In addition, I have not been provided any contact information for Home Depot other than the respondent to the BBB. This person will not respond to my calls or emails.

Sincerely,

*********************
Business Response
Date: 04/12/2023
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 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 Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's rebuttal complaint and are currently awaiting confirmation on permits status to begin work again on the customer's windows. The team did advised that they have put in a request to expedite the permits. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.

The Home Depot Exterior 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: 04/12/2023

Complaint: 19383021

I am rejecting this response because:
The business has done nothing to resolve the complaint. The job remains in the same status of incompletion as it was when the complaint was initiated over 2 months ago. In addition, damages continue to amass due to complete disregard of the providers contractual obligations.
Contrary to claim that I have been given a good line of communication, I have not been provided contact information for the team that is supposedly scheduled to do work and have only recently received an email response that simply mirrors this latest response to the BBB. I have repeatedly reached out to Home Depot in an effort to have direct verbal communications with anyone who has interest in resolving this issue.

Sincerely,

*********************
Business Response
Date: 04/17/2023
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 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 Executive Escalations Team in partnership with the Home Depot Exterior Team have reviewed the customer's rebuttal complaint and still awaiting confirmation that all holds have been released for the permits associated with the customer's ******************. Once completed a member from our Home Depot Exterior Team or service provider will contact the customer to schedule his next ******************. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.

The Home Depot Exterior 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: 04/18/2023

Complaint: 19383021

I am rejecting this response because:
I have been contacted by the installation team and I am told that they have the items to complete the initial installation. I have been told this same thing by 3 different installation teams over the last 2 1/2 years.
The project is in exactly the same state as it was when this complaint was initiated - incomplete, shabby and causing additional damage to my home. Nothing has changed
The latest excuse is that the installer is awaiting a permit. That process does not takes weeks. Literally it takes 2 days. I have provided the timing for dates of installation consistent with my blocking the rentals while speaking to the installation team. They agreed to the timeline. This is another loss of rental income for me and another liability of a job poorly done. If this timeline is not met it will result in a different pursuit for resolution.
iI have wasted enough time and money trying to quietly settle this with a bad actorThe Home Depot.

Sincerely,

*********************
Initial Complaint
Date:02/10/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was invited by Home Depot in *************, ******* to apply for a credit card and fell for the scam. I never received a physical credit card, so whenever I used their credit facility, I had to have a a supervisor at the store to approve the purchase ON THE RECEIPT. I moved on the 4th December 2022 and could not get **** to deliver my mail for two months. So, my mail either went back to sender or was stolen/lost. Among the things I never received was a credit card from Home Depot so, not interested in waiting on supervisors to sign my receipt, whenever I made purchases there, I paid with my ***** ********** credit card. In the meantime, I paid In full what I had credited from Home Depot. This was $316 and it was paid on the 18th December 2022. I was therefore shocked to receive an email from Home Depot claiming I owed $28 for a purchase using their card and a total of $60 because late charges were included. I immediately called and informed them that I never received the card so made no purchases using it. They directed me to ********* and I reported that fraud had been committed as someone had used the card I never received to run up a bill on my account. I asked them to cancel the card/ account immediately, explaining that I had not been receiving my mail since moving and had not received any card for Home Depot. But the notices kept coming and I have called both Citibank and home depot numerous times as I have an excellent credit score and would not put it in jeopardy for a measly $28. Neither will I pay for something I never received. No action has been taken by either Home Depot nor citibank to clear up this matter and now my credit score has been affected and worse, Citibank is claiming that I owe them $131!This matter is destroying my credit and my health but I dont see why I should be blackmailed into paying for a credit card use when I never received the card nor the products purchased with it.
Business Response
Date: 02/20/2023
February 20, 2023

Attn: ***************************
Customer Experience Specialist
**********************
235 ************************* Tower, Suite 900
*******, ** 30303

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

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

We acknowledge the receipt of Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Home Depot credit card.

Citibank (South Dakota), NA is the financial institution managing both consumer and commercial credit accounts with The Home Depot brand. As a result, we have forwarded this complaint to Citibank (South Dakota), NA, accordingly on 2/10/23. At the conclusion of the review and investigation by Citibank, the customer will receive a response directly from them within **** business days after receiving the complaint.

Please know that The Home Depots goal is 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.

******************************************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Initial Complaint
Date:02/10/2023
Type:Billing 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.
Was at Home Depot today and used store credit to pay. After the store credit was a zero balance, the cashier threw the store credit card in the trash. I asked for it back and she advised me that the policy is to throw it in the trash. Eventually I told her I wanted it shredded, which she did. The card is linked to me and identifies me, I saw my first and last name appear when the card was scanned. First and last name are PII. After speaking with an ASM, I was advised that corporate policy is to throw zero balance store credit cards in the trash.**************************************************************************************************************************************** Page 8 of your code of conduct states: We respect the privacy of our customers and associates and are committed to the responsible collection, use and disposal of their Personal Information. Personal Information is information that can be used to identify a specific individual. Some examples of Personal Information include a person's name in combination with their credit card number, drivers license number and/or social security number. All associates are expected to safeguard Personal Information in accordance with our ********************* Protection Policy and applicable laws. For more details and suggestions on how Personal Information should be properly handled, refer to the Companys ********************* Protection Policy
Business Response
Date: 02/10/2023

February 10, 2023

Attn:***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303

RE: Shanw S / 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 security concerns our customer had with his recent store ********************** transaction that redeemed the remaining balance of the card,
The Home Depot has carefully reviewed all information pertaining to this matter. We have apologized for the issue and explained that voided store credit is not considered sensitive personal Information that would require them to be shredded as the only identifying factor on the store credit is the number it was issued under.
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,

******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31543686
Initial Complaint
Date:02/10/2023
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.
Home Depot put a new roof on my house at Blue Ridge about 4 years ago and now it leaks. Home Depot has delegated all their warranty work to a company named Genpac. ****** has refused to come out or even talk to me on the phone. I hold Home Depot responsible because they are the ones who put the roof on and guaranteed their work. I would like to have my leaking roof fixed. It has been almost a month since I applied for this, and multiple phone calls and emails are ignored.
Business Response
Date: 02/10/2023
February 10,2023

Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & **************************************************************************************************************************************************************** 30303314

RE: ***************** /Complaint file # ********

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

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review,our install team has reached out to the customer and apologized for the lack of communication. The project has been dispatched out for inspection and our Genpact team will continue to stay in contact with the customer, as well as follow up next week to update customer on the status of his claim. We will continue to stay in contact with customer until the completion of project.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Customer Answer
Date: 02/11/2023

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: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.
I purchased new windows from Home Depot for $35,331.14 ON MAR 22 2022 ORDER NUMBER H6502-260641 On the day of install Oct 03, 2022, they brought some windows with the wrong grid design and explained that, they will place a new order, they'll install them as soon as they get them. Leaving my house looking like a mess in my neighborhood with new and old style windows.Long story short, 11 months since the order and almost 5 months since initial install, my last update as of FEB 06, is that the order is still not placed for the remaining widows.Called and left voice messages several times to ************************* "Installation Coordinator" and her Manager *************************** with no reply to a simple question "Do you guys have an update regarding my issue?"1st week of December I contacted The Home depot customer care and the Case number ******** was created. *************************** called me and apologized for the situation and said that the order was placed for the remaining windows and will ***********-8 weeks to get them.January 2023, I tried contacting the same people for an update with no answer... Called the ******** care and find out that no order is placed, and that they're waiting on the manufacturer to update the grids which makes no sense To add to that, the day of install, I had the contractor damage my wood-floor with deep scratches + broke my kitchen main light fixture. I sent an email to them, they said they'll escalate that to the managers... but no feedback since... just like it never happened.I feel betrayed and let down at this point. I'm so tired trying to reach them on the phone and get them to take responsibility and do the job that I paid so much money for.It's been a painful and stressful situation, I waisted so much time trying to get this resolved and get my right, but with no success.I hope this dispute will reach someone who cares about The Home Depot reputation.I so much regret doing business with The Home Depot and signing that contract.
Business Response
Date: 02/24/2023
February 24, 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 service providers have been in contact with the customer. The territory sales manager has informed us that they are working on the lining of the grids for the reorder of the windows. This matter is not resolved, and the case shall remain open.
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: 31546510
Customer Answer
Date: 03/01/2023

Complaint: 19381098

I am rejecting this response because:

Installation isnt accomplished and no ETA of the installation is provided.
I was contacted by the Manager telling me that they had it figured out and that the order is going through, but again, no ETA. I have zero confidence in there promesses
Hope to see that happening this time.
As of the damages, I was contacted by the insurance company, and we concluded that itll be better to wait for the install to be completed to assess if theres any additional damages.
Thank you
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 business partners at Home Depot Installation Services (HDIS) are handling this complaint. The territory sales manager has informed us that they will provide the estimated time of arrival for reordered items by the end of this week. The Home Depot does not consider this matter resolved and request additional time to get this completed for the customer.
Please know that it is *********************** 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: 31546510
Customer Answer
Date: 03/13/2023

Complaint: 19381098

I am rejecting this response because:
Pending resolution and ETA of install.
Sincerely,

***********************
Business Response
Date: 03/20/2023
March 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 business partners at Home Depot Installation Services (HDIS) are handling this complaint. The territory sales manager has informed us that they will provide the estimated time of arrival for reordered items. The Home Depot does not consider this matter resolved and request additional time to fully address his concerns and complete the customers project.
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: 31546510
Customer Answer
Date: 04/11/2023
Hello, Could you please reopen the case Complaint ID: ********. As of today, I still didn't receive an ETA of the install. I'm also still waiting on Home depot insurance Segweek to cover the damages i had during the initial install. Thank you
Business Response
Date: 04/17/2023
April 17, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

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

Dear, Ms. ********************* 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 District Install manager at Home Depot Installation Services (HDIS) has been handling the customers concerns. All items needed to complete the project have been ordered. An estimated time of arrival has been established for April 21, 2023. ****************** ******** insurance claim *********** is still under review and the claim manager will follow up as soon as possible with the customer. ********************** does not consider this matter resolved and request additional time to fully address his concerns and complete the customers project.
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: 31546510

Customer Answer
Date: 04/20/2023

Complaint: 19381098

I am rejecting this response because:
I am still waiting on the insurance to perform an extra inspection that they requested and get this part resolved.
Also still waiting on Home Depot to install the windows.
FYI, I received no communication from ************** about the progress of the case or any update at all since the one time call when the BBB case was initiated.
As of today, recent communication was on April 13, from Miss Miss **************, who was surprised that no one called, and informed me that it shows on the notes an ETA of April 21
I informed Miss Sha-*****, that I was getting ready to move forward with a legal team if the problem was still present by the end of the month, That I will seek damage/compensation including full refund so I can hire another contractor to come over and redo all windows.
Attached is a screen shot from the insurance and my email to Miss Sha-*****
Sincerely,

***********************
Business Response
Date: 04/28/2023
April 27, 2023

Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

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

Dear, Ms. ********************* 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 District Install manager at Home Depot Installation Services (HDIS) has been handling the customers concerns. All items needed to complete the project have been ordered. ****************** ******** insurance claim *********** is still under review. The insurance adjuster is scheduled to access the customer damages on April 28, 2023. At this time more information is still needed from the service providers regarding the receipt of ordered items and installation date. The Home Depot does not consider this matter resolved and request additional time to fully address his concerns and complete the customers project.
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: 31546510
Customer Answer
Date: 05/01/2023

Complaint: 19381098

I am rejecting this response because:
I still didnt receive any update from home depot or the installers as of when the install will happen and not even a call to explain the situation.
Im also waiting on Home Depot to send me a copy of the contract.
The adjuster did visit the house on Friday 28 April 2023 and did the assessment for the damages.
Sincerely,

***********************
Business Response
Date: 05/09/2023
May 9, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North 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 District Install manager at Home Depot Installation Services (HDIS) has been handling the customers concerns. At this time more information is still needed from the service providers regarding the receipt of ordered items and installation date.The Home Depot does not consider this matter resolved and request additional time to fully address his concerns and complete the customers project.
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: 31546510
Customer Answer
Date: 05/14/2023

Complaint: 19381098

I am rejecting this response because:
Im still waiting on home depot to provide an ETA and finish the job
Also, waiting on the insurance for the damages
Sincerely,

***********************
Business Response
Date: 05/22/2023
May 22, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & 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 Branch Install manager at Home Depot Installation Services (HDIS) is handling the customers concerns. ****************** design was sent over to the vendor for processing and once the order was completed and returned, his grids was sent back in the wrong sizes. His order is being corrected and reordered with expedited shipping. The Home Depot does not consider this matter resolved and request additional time to fully address his concerns and complete the customers project.
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: 31546510
Customer Answer
Date: 05/27/2023

Complaint: 19381098

I am rejecting this response because:

Mr. ************, home depot branch manager and ************************* visited me Friday May 27 to double check the windows that are needed to be installed or replaced.
They found out that most of the windows that need to be replaced are not even in the system or on order.
I explained how disappointed I was and how much time and energy this have been taking from me and my family. Its been 8 months already since the initial install back in October 3 2022 and its been over a year since I paid for those windows.
They took pictures of all the windows that are needed and informed me, that they will send someone to take new measurements and document all the details to be able to place a new order for those windows.
Again, still waiting on home depot to complete the job.
Sincerely,

***********************
Business Response
Date: 06/06/2023
June 6, 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 Branch Install manager at Home Depot Installation Services (HDIS) is handling the customers concerns. ****************** design is still in progress. His order is being corrected and reordered with expedited shipping. The Home Depot does not consider this matter resolved and request additional time to fully address his concerns and complete the customers project.
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: 31546510
Customer Answer
Date: 06/10/2023

Complaint: 19381098

I am rejecting this response because:
All this time past to find out they never reordered the correct windows.
They had to go over the windows again and start over by reordering the windows.
As of today, I did not receive any email or proof of a new order with any type of expedited shipping.
As for the damages that were caused to my wood flooring, I contacted the home depot insurance on the 6/3/23 and provided them with info regarding the woodfloor been discontinued, and Im waiting on there response.
Sincerely,

***********************
Initial Complaint
Date:02/09/2023
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.
I placed an order on 2/1. On the morning of 2/2 I called home Depot to change the method of delivery to a specific area, the laundry room, 47 boxes of laminate flooring. This was confirmed by the customer ********************** representative. On 2/6 I received a call from ************ delivery service telling me they couldn't deliver that day and requested another date. She then told me they don't do inside delivery only to the garage or to the entryway on pallets. I have a 1st floor condo with not enough entryway space. I called home Depot and was assured my order would be delivered as requested. On 2/7 I received a call from the same company ************ delivery service requesting a delivery date. I asked if this would be an inside delivery and she replied no. I again called home Depot who gave me ************, Non ********************* and ask for Sed who will confirm the delivery. I called that company she didn't know anyone named *** told me my order was cancelled. I called home Depot and was switched to a supervisor who assured me I would get a call from a delivery company with delivery date on 2/8. I didn't get a call but an email from home Depot saying my order was returned and to expect a refund within 3-5 days. I moved from Fla to ** and currently live with my son in ********* **. I've been staying in a hotel since 2/6 , hired a handyman to install this flooring. The disappointment and stress home Depot has put on my 75 yr old body and mind is beyond words. Some way, somehow I'll return the molding that was delivered on 2/7 to ****************** in ************ tomorrow. My son is in the Navy and unable to assist me. I'm returning to Arlington Saturday. If home Depot charges me a restocking fee, I will dispute it. Expense of a 4 night hotel stay, gas and tolls will have to be repeated. Order# WB37390747
Business Response
Date: 02/10/2023
February 10, 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 10th regarding order #WB37390747.
The customer advised she will have to look into other options to receive the delivery for the flooring at once.
We offered to assist by reordering in smaller increments, the customer refused due to currently being out hours away from the location the delivery is needed.
We advised the customer of the returnable days due to purchasing with a Home Depot credit card she is eligible to return within 365 days from the purchased date with no restocking fee.
The customer advised she will return the molding in store today; the customer was concerned with being charged a restocking fee for the return.
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: 31541847
Initial Complaint
Date:02/09/2023
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 Sept. 6, 2022 we ordered replacement ******** 100 Series windows through the Home Depot in *************. The order included installation at our remodel project in Lk. *******, **. The installatoin sub-contractor delivered the windows on Feb. 2 and began installation. I and another experienced building trades man mentioned to the crew boss that we were concerned about the process being used to install the windows, specifically the lack of centering devices, the use of incorrect countersunk screws, the lack of flashing. The crew boss said that they were installing the windows in the same manner that they always did. I contacted the Home Depot store, discussed the matter with the store manager, who directed me to contact their installation manager. He visited the site and declared the installation procedure to be correct. In addition, the installers put in a sliding door that was visibly damaged in shipping, despite it not being functional. I contacted ******** Windows help desk, who said that the window installation process being used was not correct, and provided me with a copy of their installation manual, which requires centering shims, initial sealing materials, longer screws etc. By that time the installation contractor had declared the work done and left the site. Within hours Home Depot had collected the remaining cost of the work from the credit card used for the deposit. We contacted the Home Depot store and the Home Depot central support system, to date they have not replied. According to ********, the windows will have to be removed and installed correctly, and the sliding door entirely replaced with an undamaged unit. Hiring a replacement contractor to perform the work will cost, not including the cost of the replacement sliding door, approximately $9,000.
Business Response
Date: 03/13/2023

March 13, 2023

Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303

RE:      *************************/BBB (Better Business Bureau) Complaint#:19378938

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

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with Window and door.

The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. This case is still ongoing, We will reach back out when we have final resolution.
With that said, The Home Depot considers this matter not resolved yet.

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

Sincerely,

***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********
Initial Complaint
Date:02/09/2023
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 12/10/22 I purchased a ******* Dishwasher Model #DW80B7070US, SKU #********** with a purchase price of ******, with tax ******. The unit was delivered on 12/17/22 by Home Depot. The unit arrived unboxed. I questioned the delivery person about this and was told "Sometimes they come that way." On 12/23/22, I proceeded to attempt installation of the unit but was unable due to missing parts. When I contacted Home Depot on 12/24/22 they told me I needed to contact the manufacturer. I contacted ******* several times via chat and phone. After 2 months of this, I was told that they believe I was delivered and open box. I visited the Home Depot where I purchased the unit on 2/9/23. The sales associate called ******* and received the same results as I have been receiving. The Home Depot manager also told me that "We (Home Depot) just sell them, we are not responsible for missing parts." I am an electrical contractor and have never had an issue with Home Depot until this purchase. I really expected more from Home Depot and am surprised that they do not stand behind their appliances as well as they do their tools. Had I known that Home Depot did not stand behind their appliances, I would have never purchased the dishwasher at Home Depot.
Business Response
Date: 02/20/2023

February 20, 2023

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

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

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation Team called and spoke with ***************************** on February 13th regarding order #H0356168954.At this time, we assisted **************** with placing a new order. There is a delivery date scheduled for February 25th.
If any additional assistance is needed,please advise the customer to contact the agent who reached out to them (****** @ *************************).

With that being said, this matter is still in progress and being monitored until the delivery is made successfully.

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

Sincerely,

*********************
Executive Escalations
Phone: ***********************
Case: ********
Customer Answer
Date: 02/27/2023

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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