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.
- 3,461 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a washer and dryer on a black friday sale. The items were attempted delivery on tuesday 7-feb. I was only given 20min advance notice prior to delivery. I was not given any notice the day before as to the time of delivery. I was not home when they attempted delivery, so they cancelled the order. the order number is: WB31421058.
Business Response
Date: 02/16/2023
February16, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
Re: *********************** /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Escalation team has contacted ************** with the following updates: a price match and markdown was completed; ************** was informed to allow 3-5 business days for credit to process.
The Online Executive team has placed a new order# WB38279270 and provided the customer with the order for his records via email.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:02/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Suncast Stow-Away 3 ft. 8 in. x 5 ft. 11 in. Resin Horizontal Storage Shed for $499 at Home Depot (via HomeDepot.com - order number WP45859685, Date Ordered: Sept 14, 2022.The order total with tax and delivery was $614.70.This shed was poor, shoddy, and overall terrible quality and not worth the price paid. I paid $100 to have it put together (via TaskRabbit) and it was not able to lock or close despite being constructed correctly.Then, after a minor windy storm outside, both of the sheds doors as well as the top of the shed fell off. The outdoor shed is not usable. It lasted just a few short months.I contacted HomeDepot about this, but they were unable to accept returns on such a large item that was already put together (and I no longer had original packaging - or a way to get the large shed back to the store).So I contacted Suncast regarding their warranty. They were unable to honor the warranty despite the shed being constructed on top of concrete, because the concrete was covered by gravel/rocks.I then contacted Home Depot AGAIN (attempting to get in touch with store Manager ***************** at the ************* Home Depot location) and I never received a call back.This has been a terrible customer ********************** experience from both HomeDepot and Suncast, and I am deeply disappointed for buying what I thought was a high-quality product to protect my trash bins. I am hoping that I can receive a replacement shed or a refund in full ($614.70) for the amount I spent on the shed thats no longer usable. Please note I am NOT requesting a refund for the amount I spent to have the shed built -- I will accept that as a loss unfortunately. Thank you for your assistance.I would either like to receive a full refund for the shed, or receive a replacement shed as soon as possible.Business Response
Date: 02/17/2023
February 17, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB CASE#: 19376251
Dear **************,
We acknowledge the receipt of the BBB CASE#: 19376251
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have emailed the customer to see if they needed the refunded shed picked up. We have also processed a pick-up with Non-Stop Delivery.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 02/20/2023
Better Business Bureau:I am still waiting for the shed to get picked up. It has been more than 5 business days. Assuming that happens in the next business day or two, we will be all set.
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:02/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently purchased a refrigerator (WRS325SDHV) which isn't being delivered until tomorrow. Order # H4928-159158. I called store and talked with appliance ***** as well as service desk. The price of the refrigerator has dropped $211.00 from what I am paying for it. I was told I would have to cancel my delivery and reorder which would put delivery of product out even more time. I need the new refrigerator like yesterday! I asked if I took delivery and then brought my receipt in for a price refund after, can I do that and was told no. Only way to get the money would be cancellation which to me makes no sense at all. I would like if you could negotiate a refund to my credit card for the above amount without having to deal with a cancellation and reorder and a time wait period again. Thank you.Business Response
Date: 02/14/2023
February 14, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case #: 19373831
Dear **************:
We acknowledge the receipt of the BBB Case #: 19373831
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team was unsuccessful in reaching the customer via phone on 2/10/2023; however, applied the requested discount to the customer's order. The team left a detailed message along with a return telephone number if further assistance is required.
Under the circumstances, The Home Depot has performed due diligence in this matter and considers this case closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (**** @*************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalation Support
The Home Depot -Customer Care
P: **********************
F: ************
Reference No. ********Customer Answer
Date: 02/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:02/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Window project install date: 9/26/********** #******** Project consisted of installing over 30 retro-fitted windows in my home. Upon install, project manager **** miss-ordered a window (window that was delivered was considerably too small). This was discovered AFTER cutting out existing window. Installer had to ***** rig window opening to try and cover it to keep rain/wind from entering my home. Project manager also forgot to order a second window. Since initial install, I received ZERO updates or returned calls from project manager. I have also attempted to reach out to the HDE/HDI District Installation Manager ********************* (PAC CENTRAL ******) countless times (well over a dozen phone calls and countless emails), but she would refuse to get back to me. On occasion, usually after several emails and phone calls over the span of a week, she would call me back with no real update.Project was eventually completed 12/15/22. I reached out to ********************* to discuss compensation for all the headaches and poorly insulated ***** rigged window we had to deal with for over three months. Eventually, ***** retuned my call and we signed a contract and agreed to a 500 dollar gift card through their settlement department on approximately the third week of December. *****, yet again, dropped the ball and forgot to have me sign another document. This was discovered after I reached out to her a week after we initially signed the initial contract. On 12/31/22, I signed the additional contract and was told I should receive the gift card within 15 business days. It is now 2/9/23 and I did not receive anything. I tried reaching out to ***** via email on 2/2/23 and 2/9/23 (cant call because she doesnt answer her phone or return calls) but as per usual, ZERO response from her. At this point, I would like to seek further compensation and if possible, not work with *********************. As she is extremely unprofessional and not competent at providing the slightest customer **********************.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 CASE#: 19373606
Dear **************,
We acknowledge the receipt of the BBB CASE#: 19373606
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have confirmed the Accounts Receivable Team confirmed that the gift card was processed. It does take **** days for the accommodation to be received.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: 31074236Initial Complaint
Date:02/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Kitchen countertop cracked. 3CM Silestone Quartz - Calacatta Gold, manufacturer *********. Purchased through Home Depot, Installed 12/18/2020 by *****************.Business Response
Date: 02/20/2023
February 20, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *************************** /BBB Complaint#: 19365323
Dear **************,
We acknowledge the receipt of the BBB CASE#: 19365323
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to a shopping experience with our company.
The Home Depot is in the process of reviewing this case. In an effort to provide the proper resolution, we respectfully request additional time to research this case. We are currently waiting for confirmation from our business partners regarding next steps to resolve our customers complaint concerns. Once a decision is reached by our business partners, we will provide an update on resolution. Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.
With that being said, we are still in the process of addressing our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 02/22/2023
This complaint has not been resolved. I cannot accept or reject their response, as their response merely states "we are working on it".Business Response
Date: 03/22/2023
March 22, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************************************************************** 30303
RE: *************************** / BBB CASE#: 19365323
Dear **************,
We acknowledge the receipt of the BBB CASE#: 19365323
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has agreed to remove and replace the countertop.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: 31355673Customer Answer
Date: 03/22/2023
Home Depot is still in communication that the issue will be resolved. They have committed to the replacement, but have yet to schedule or perform the work.Business Response
Date: 04/17/2023
April 17, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************************************************************** 30303
RE: *************************** / BBB CASE#: 19365323
Dear **************,
We acknowledge the receipt of the BBB CASE#: 19365323
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The customer selected the dates of 5/11/23 for the tear out and cabinet prep and 5/12/23 for the installation, which we are able to do.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Case: ********Initial Complaint
Date:02/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
order number WB36234325 I ordered custom blinds. ***** shows they were delivered. I received 3 and have ring camera to prove it that the other 19 did not get delivered to the right address. I called HD customer ********************** on 2/2. 2/8 three times and 2/9 today to get a status on the delivery issue and ever time I call in, everyone tell me that they will get back to me by end of day and so far I know nothing about where the missing 19 are or what the plan is to fix the issue. Their customer ********************** is terrible, follow up is terrible and the lie about follow up. Today again I called only to be told that the manufacture needs until the end of the day to follow up with ***** when I was promised a follow up on Feb 6th. I am not happy!!!Business Response
Date: 02/16/2023
February 16, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case #: 19373132
Dear **************:
We acknowledge the receipt of the BBB Case #: 19373132
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team contacted our Blinds.com business partners, who approved a full refund for the missing blinds. The team sent the customer an e-gift card to place a new order, which the customer confirmed receipt of on 2/15/2023. Upon receiving the new order, the customer will contact the manufacturer directly to schedule an installation appointment.
Under the circumstances, The Home Depot has performed due diligence in this matter and considers this case closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (*****@*************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalation Support
The Home Depot -Customer Care
P: **********************
F: ************
Reference No. ********Initial Complaint
Date:02/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
*********** service was contracted for work from a Home Depot Protection plan. The A and E employee did not reattach the drain hose cause my home to flood. I had thousands of dollars in damages to replace the floor. I filled claim through Sedgwick. ******** did not complete my claim. This issue is being passed around through multiple companies and no one is taking the blame.Business Response
Date: 02/13/2023
February 13, 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 Depots third-party administrator, ******** ***************** Service for consumer damaged property will contact **************** to open a new claim and take care of the customers claim and provide the customer with the resolution.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31540523Customer Answer
Date: 02/13/2023
I am fine with them reopening the claim. I would like proof that it is actually done before this is closed out through BBB.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 Depots third-party administrator, ******** ***************** Service for consumer damaged property has open a new claim (#***********) for ****************. The claim is active and in progress. ******** will take care of the customers claim and provide the customer with the resolution.Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 31540523Initial Complaint
Date:02/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a Whirlpool washing machine and its protection plan in August 2018. Since aprox 5 months ago the washing machine has had a problem of vibration and lowering of the drum, on 3 occasions (January 16, the last time) technicians have come and have changed the same exactly part, (some springs), the washing machine works for a few days and the problem reappears. Already a little annoyed by the situation, I called Home Depot/Asurion on Jan/24th, and they tell me that due to several calls and no solution, an inspector would come in 48 hours to give a final report, after that they will refund my money or will replace it with a new equipment. I waited for that time, no one showed up; I called again on Jan/24 and they told me that they would do it in 72 hours, and they didn't comply either. On Feb 1, I called again, and now they told me that I had to wait until Feb/7. Yesterday, I was completely annoyed because no one came, I called again, and now they indicate that the inspection date would be on Feb/20. I am feeling that there is a lack of total seriousness and compliance of both companies (the seller and the insurer) and I feel totally deceived, since only to make a final report is not required but the disposition to do so, since neither tools nor parts are required (according to the customer ********************** agents). I review my claim ********** on the *** every day and they do not assign any company. I estimate that it will arrive on Feb/20 and again they will give me any excuse.I request through you help me to solve this problem as soon as possible, that is, the refund of the money, or the replacement with a similar equipment.Thanks.Business Response
Date: 02/10/2023
February 10, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Case #: 19369957
Dear **************:
We acknowledge the receipt of the BBB Case #: 19369957
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations team contacted our Asurion business partners who approved a 'Buy-Out' request for $725.46; the customer accepted this offer.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalation Support
The Home Depot -Customer Care
P: **********************
F: ************
Reference No. ********Customer Answer
Date: 02/17/2023
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:02/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a ******* flex washer and flex dryer from Home Depot on January 21. They guaranteed that it would be delivered the following Saturday. They emailed me on January 25th telling me to prepare to receive my appliances on January 28th. They stated I would receive communication in January 27th to give me the window for deliver on the 28th. They didnt reach out to me at all on the 27th or 28th. When I called on the 28th to ask about the delivery, they told me I would receive it that day and was on the delivery list. However nothing was delivered. I went to Home Depot in ******* ** the next day to request a cancellation and refund due to their lack of customer ********************** and delivery of my purchased items. They gave me paperwork on January 29 saying the order was cancelled despite rescheduling the order for February 3rd. I called multiple times asking why a delivery was being scheduled for a cancelled order. They said it would be rectified after the February 3rd delivery date. I didnt receive any product or communication of product being delivered on February 3rd. Since then their management has been repeatedly saying they are resolving the issue but they keep saying my refund is pending. I have almost $3000 on my card that I was charged interest for on something that they didnt deliver and was cancelled.Business Response
Date: 02/20/2023
February 20, 2023
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: **************************** / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. ********************* regarding his cancellation. The Home Depot has contacted our customer to confirm the order has been cancelled since 02/09/2023.The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Initial Complaint
Date:02/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 26th, 2022, I purchased Carpet from Home Depot. Home Depot uses a Company called USIG to install the Carpet. USIG came out and installed the Carpet in Four Bedrooms, a Hallway and Stairs. A few Weeks later I noticed that the Carpet that was installed on the Stairs was coming up on the Sides. A representative from USIG came out and informed Me that the installer from USIG never installed Tack Strips when installing Carpet on the Stairs. USIG came out and installed Tack Strips and fixed the issue. I filed a claim for one of the bedrooms (Picture where Carpet came apart at the seams). The Claim was denied because of excessive Dog Urine. I was told that since Claim was denied that USIG and Home Depot were no longer responsible for any Carpet repairs. This makes no sense because after the claim was denied USIG came back to fix the Carpet on Stairs. I called Home Depot several times and sent them emails regarding the other issues in the attached Pictures. They kept giving me the run around. I called Home Depot again on January 8th, 2023 and was informed that all claims have been denied and they wont fix the other issues since the original claim was denied. The other Pictures have nothing to do with the original claim and these Photos are located in other areas of My House. The Carpet on the Stairs is coming up again and they refuse to fix the issue even though USIG told Me that if the issue repeats that they will come out to fix it. This complaint is towards both Home Depot and their Installer USIGBusiness Response
Date: 02/16/2023
February 16, 2023
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *********************** / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their carpet warranty.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding his carpet. The Home Depot has partnered with our service provider and determine that due to upkeep of the product the warranty has been denied.We have also provided the customer with a formal denial from **********************. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 02/19/2023
Complaint: 19369830
I am rejecting this response because: I never received a letter from Home Depot. They should be responsible for the carpet that is coming up on the stairs and in the other rooms. Only one room was denied the claim. I have a four-bedroom house with stairs and hallway. Why won't they fix the other areas due to USIG doing a crappy install Job. They say they won't fix other areas due to the fact that one room was denied due to pet urine stains. Thats funny because USIG came back to my house after claim was denied and fixed the carpet for a second time on my stairs. I even asked the installer when He came out what will happen if carpet comes up a third time. His reply was We will come out and fix again. I have also contacted the **************** for My help in this matter. 3onyourside has been contacted and I will contact more. Home Depot is getting away with not covering the warranty of USIG.
Sincerely,
***********************Business Response
Date: 02/27/2023
February 27, 2023
Sent Via ****************************************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *********************** / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their carpet warranty.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding his carpet. The Home Depot has partnered with our service provider and determine that due to lack of proper upkeep of the product by professionals, pet urine, and repeatedly lifting carpet from tack strips the warranty has been denied by the vender as well as The Home Depot. We have also provided the customer with a formal denial from **********************. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 02/27/2023
Complaint: 19369830
I am rejecting this response because: They are full of c*** Read the previous emails. **** said they would fix stairs.
Sincerely,
***********************
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