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.
3,461 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/10/2023
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,

*************************
Initial Complaint
Date:02/09/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 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:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I 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:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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: 31074236
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.
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: 31355673

Customer 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:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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. ********

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