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:02/08/2023
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 had an account with them and paid off the remaining balance on my card. It has also been closed according to Credit Karma. They have blown my phone up every day for months, saying I still owe them money on some hidden fee that's been collecting. I just want them to leave me alone and stop asking for more money.
Business Response
Date: 02/17/2023
February 17, 2023
Sent Via Email
Attn. *****************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** and 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 her Home Depot credit card account.
Home Depot has carefully reviewed this matter and offers the following response. I partnered without business partner Citibank who will provide a response/resolution directly to customer.
With that being said, ********************** consider this matter closed.
Please know that The Home Depots goal is to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. *****in my absence.
SF Case #********Customer Answer
Date: 03/09/2023
I have filed with BBB and received a response explaining that the matter has been settled. The company still has not remove the fees they keep collecting and harass my phone twice a day and email atleast once. They have not left me alone nor canceled my account. I have not bought anything from them and I paid off what I did purchase a long time ago. I just want it to be canceled and left alone!Business Response
Date: 03/14/2023
March 14, 2023
Sent Via Email
Attn. *****************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** and Northeast *******
*****************************************************************
*******, **. *****
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 her Home H323839*****530373836H credit card account.Home H323839*****530373836H has carefully reviewed this matter and offers the following response. I partnered with our business partner ******** who will provide a response/resolution directly to customer. With that being said, ********************** consider this matter closed.Please know that The Home Depots goal is to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: **************
Ext. ***** Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. *****in my absence.
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.
I ordered refacing of cabinets in June 2022, my contract stated that the job would start 8/15 and be completed by 9/1/2022.I gave them $21,770 (paid in full)They did not install until 9/26/2022 They left materials in my bedroom, patio and living room. I had to pay to get it removed.They bought 4 wrong drawers, missing 2 cabinet doors and forgot my shelf and did not do any caulking.I waited 3 months for them to bring the wrong cabinet doors and forget the shelf, that was in December.2 weeks ago, they again bought the wrong size cabinet doors and the wrong color and put plywood in cabinet as shelving.I have had no emails returned or calls returned for the first 6 months.I have been in communication with customer **********************, I call every day and every day they ask what I would like.I would like my shelves, cabinet doors and compensation for eight months of being treated like garbage.Business Response
Date: 02/17/2023
February 17, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 19365748
Dear *************:
We acknowledge the receipt of the BBB Case #: 19365748.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot reordered the missing cabinet doors. The doors have an estimated time of arrival of February 28th. Once the doors are delivered, we will schedule a site visit to complete the install. Communicated and advised to customer that compensation will be discussed upon completion.
With that being said, this matter is still being monitored and in progress until the installation is completed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter-Executive Escalations
Phone: ************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 02/17/2023
Complaint: 19365748
I am rejecting this response because:
This job was supposed to be complete by September 2022, I asked that they compensate or at least let me know the compensation immediately.it has been 8 months of no return calls, wrong items being left in my home, wrong sizes being delivered.
I have no way of knowing and no reason to believe the correct shelves and cabinets will be delivered the beginning of March.
Sincerely,
*********************Business Response
Date: 02/24/2023
February 24, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 19365748
Dear *************:
We acknowledge the receipt of the BBB Case #: 19365748.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution to the BBB rebuttal. The Home Depot reordered the missing cabinet doors. The doors have an estimated time of arrival of February 28th. Once the doors are delivered, we will schedule a site visit to complete the install. Communicated and advised to customer that compensation will be discussed upon completion.
With that being said, this matter is still being monitored and in progress until the installation is completed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: 30989178Customer Answer
Date: 02/27/2023
Complaint: 19365748
I am rejecting this response because:It is 2/27 and no one called me regarding an installation date.
Again, my contract states that this would be complete by September 2022.This experience has been a nightmare
I would like a refund.Sincerely,
*********************Business Response
Date: 03/08/2023
March 8, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case #: 19365748
Dear *************:
We acknowledge the receipt of the BBB Case #: 19365748.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot has addressed all of the customers installation concerns via a site visit on Tuesday, March 7th. Compensation for the customer is currently under review.
With that being said, this matter is still being monitored and in progress until final compensation is determined.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter-Executive Escalations
Phone: ************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 03/09/2023
Complaint: 19365748
I am rejecting this response because:
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.
The Home Depot refuses and is currently withholding a refund from me for $1117.56. My refund must be issued in store over a debit card and they tried to do the return online to a **** debit. I let the manager of the store know this information. The manager disagrees with me and told me to prove I have not received my refund from them by providing bank statements. I provided bank statements certified by my bank and have showed them through email, I have never received my refund. I have called the store and asked for the manager to call me back so I may come in to receive my refund. I have been told by assistant manager that they are withholding the refund from me because they do not want me in the store.Business Response
Date: 03/09/2023
March 9, 2023
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case # ********
Dear ***************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding a refund from our company.
The Home Depot has documented the customers comments and concerns at the corporate level. We have contacted ********************************* to discuss the complaint filed. The team determined that there were no issues on our end and requested the customer reach out to her financial institution to investigate. With that being said, we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********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.
Job #******** was ordered in 2021 and installed in 2022. One of the windows installed had been damaged prior to reaching my home. The the ordering of repair parts, delivery, and installation of those part has been promised mutiple times but Home Depot has not met their obligation with continued excuses. Home Depot customer care cases ******** and ******** have not resolved the damaged window to date.Business Response
Date: 02/16/2023
2/16/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 Peachtree ******************************************************* 30303
RE: ********************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Branch Installation Manager confirmed that the job material was delivered, we are working with the installers on an appointment day to complete the job. We will continue to provide customer with updates as they become available.
With that being said, the Home Depot is in the process of addressing our customer concerns.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********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 was visiting stores numerous times during early 2022. I bought a home depot gift card for a $100.00 It was for my dad's birthday. His birthday is June 2nd. I don't remember where I bought it. I don't remember when I bought it. I thought was either at 1 of 3 stores. ******** ************ or ******. My dad tried using the card at the Hyannis home depot. It had a balance of zero.I went to ******** stop & shop and Shaws. I asked them to look up card #. They said I had to contact Home Depot. Once they sell it, they can only check a limited number of details.I called home depot.com. they say I have to go to store. When you buy gift card they give you a receipt. For when it's lost or stolen. I tried to explain to home depot.com that I have the card. It wasn't lost or stolen. They said there is nothing else I can do. I just want to find out what happened with this card. Was there a $100 ever on it. Was it scammed?I think I bought the card? I might be wrong. Was there ever $100 on the card. My dad wouldn't lie, spend the card and then tell me it was never used. I had to spend another $100 and buy him another gift card. Any help would be greatly appreciated. The card number is 9808 145105 747856 4164607 it is a $100 card. Not one u put an amount onBusiness Response
Date: 02/09/2023
February 9, 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 Depot Executive Escalations team contacted ************************ after researching the gift card number provided by the customer we confirmed that the customer never purchased the gift card and no balance was available due to no sale.
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:02/08/2023
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.
We ordered a dishwasher, a microwave, and a refrigerator from Home Depot on November 8, 2022. Over the following 2 months and 5-6 no call, no shows on delivery, we canceled the order. They found our appliances and we reinstated the order. They delivered the dishwasher only on the next scheduled delivery date. A few days later they delivered the microwave only and it was defective. we canceled the order again. We still have not received a refund for the appliances several weeks after we canceled our order a second time. Lowes delivered in two days which Home depot could not deliver in two months.Business Response
Date: 02/10/2023
February 10, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
RE: ***************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has been in contact with the customer. The customer will go in store for their cash refund of the appliances.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Initial Complaint
Date:02/08/2023
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.
home depot designer failed to design our kitchen found it was the persons first kitchen they designed they "fixed it" the installer had to come back a week later because some of the cabinets were touching the stove and microwave so home depot reordered the proper ones and got them installed, one slider is broken for 1 of the drawers sent pictures to home depot to order proper one sent wrong one still waiting been speaking to someone in their "customer care team" who is ALWAYS either off or wont return emails or call... was promised EVERYTHING would be done before Christmas and it is not, we had to find someone else to install backsplash in the kitchen we were originally quoted 500 to do the back splash then they said **** and would not budge on price, also when they delivered the cabinets both times they would not bring them inside the house as stated by the kitchen designer i was at work wife was home alone they ended up putting them in our garage and my wife and myself had to bring them in! the second time they brought the replacement ones they showed up at 645 in the morning and i worked till 1 am! we were also told by the kitchen designer when we booked the installer to do the cabinets that home depot had everything in stock and was delivering it to us two days before the installer was coming the next day I received an email from home depot that our trim for the cabinets were shipping to our house via ********** and they were in *******!!!!! and home deopt also failed to give us filler pieces so the cabinet installer had to custom make them so there was no gaps between cabinets and the wall!! also one cabinet was broken when they delivered it completely smashed so my wife and myself had to drive to home depot for the millionth time and get a new one!!! also the women from "customer care" / resolution specialist *************************** was yelling at my wife and made my wife cry she called me from work balling her eyes out this is not professional at all!!Business Response
Date: 02/13/2023
February 13, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case # ********
Dear ******,
We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding kitchen remodel.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Our business partners at The Home Depot ******** Executive *********************** are handling this complaint. All information for this case has been forwarded to the local branch office. We have received an update, due to unforeseen circumstances beyond the control of the associate looking after their file, she was unable to provide responses to their requests for an extended period. Our apologies have been provided to the customer and the Executive Escalations agent has spoken to the customer to address their concerns in the delayed responses.
The Home Depot has made efforts to address the customers concerns by providing them with an offer of a goodwill gesture in the amount of $1000.00 for their overall experience and the vendor has been contacted with a request to address the scratched in the countertop by buffing them out. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for the customer.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 31523122Customer Answer
Date: 02/13/2023
Complaint: 19365459
I am rejecting this response because: after further discussion with my Wife, and still having communication issues and all the overall issues from the beginning of the kitchen design, we respectfully reject this response. $1000 is not nearly enough to what we deserve compared to the money we have spent and the issues we are left with, and have gone through, this needs to be reviewed.
Mehvish didnt even order a replacement for the one cabinet which arrived in rough shape when we unboxed it. Its almost a yellow/white compared to the other cabinets, and the corners are a little banged up I mean roomed this all to Mehvish but she didnt listen. So now were stuck with it. I have luckily been able to make it look a bit nicer with a hanging plant. Overall, We have been treated so horribly and there was so many mistakes and treated so poorly. Not to mention how ******* spoke to us on the phone always talking over us, and not calling when she said she would or respond to any of our emails.
Were left with a not so nice looking corner cabinet which was a whole fiasco, scratched countertop.
Not to mention it was supposed to be completed before Christmas and was finished in January and after many issues with the quote from the backsplash we went with someone else.
********* from the ***** ******** location was WAY off cost wise. Backsplash she said the company told her it would be under $400 for install - then, was quoted $1800. Our countertop she said would be $1,093 but it was $1600. I do have record of every email / communication and paperwork showing all errors etc.
We had design errors - multiple. I was stuck for weeks with cabinets that dont work or open - still stuck with 1 that doesnt work.. Cabinets all over my main floor because of design errors. (Pantry they designed to go over 1/2 of the heat vent then told me to hire a hvac specialist to move my venting which would cost thousands) errors with my sink style/ cabinet, also paid an electrician to relocate my stove and fridge, then after I did so the designer told me to just move them back. When I had just spent tons of money to love them so we refused and then they made multiple other design errors. Missed ordering me materials such as fill pieces.. They swapped my drawer sizes on me - finally sent replacements of larger size after fighting for them and showing them the design photos as proof they were to be larger and they were installed weeks later in January. But one drawer track delivered broken. They sent me a replacement, was the wrong style track. After asking and trying to reach Mehvish for three weeks - I ended up having someone at the st ***** location order a track for me (my mom ordered a countertop through them - also had issues) but the lady at that location was kind enough to order me the track as I am unable to use the cabinet until I get the new track.
We had issues with getting everything and delivery. There was a delivery order a pick up in store order and stuff that was shipped to our house. This was an ordering error why wasnt everything shipped to us? Also, in middle of a blizzard and -30 weather we had to bring the cabinets into our house ourselves. We were told different times when delivery would happen so we took time off work to accommodate.. your delivery carriers do not bring into our house. ********* told us they would bring them into our house.
Sincerely,
***********************Business Response
Date: 02/20/2023
February 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case # ********
Dear ******,
We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding kitchen remodel.
The Home Depot has reviewed this case and has reached out to all parties involved. Our business partners at The Home Depot ******** Executive ********************** handled this complaint. We received an update on 2/17 that the customer was supplied with the replacement tracks, accepted compensation and has signed a settlement and release form to accept the countertop and kitchen cabinets as is. The Home Depot has addressed our customers complaint and considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Customer Answer
Date: 02/20/2023
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.
On January 20 2023 I went into ************** on 13th street. The lady in appliances stated that she couldn't order an appliance for me because HD didnt carry the 298$ ******* Microwave that I had saw HD.com. I showed it to her on my phone a d she told me it wasn't an accurate price. So, I went to my car and ordered the microwave. On January 30 I received a call inquiring about my address. I live in a rural area and the delivery team was confused. They told me they would call me back with a delivery time for Wed the 1st. On the 1st, I contacted them and they hadn't added me to the schedule for delivery and scheduled my delivery for the next week on Wednesday the 8th. The 8th rolled around and I called. They hadn't put me on the schedule for the 8th so now they are telling me it will be the 15th. They can't do anything to fix it and don't care. The warehouse is 1 hr from my home but they don't allow you to pick it up. Order number WB36444910Business 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 #: 19365327
Dear **************:
We acknowledge the receipt of the BBB Case #: 19365327
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 Delivery team to confirm the customer's delivery date for 2/15/2023 between 10am - 2pm.The team contacted the customer on 2/15/2023, who confirmed delivery.
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. ********Initial Complaint
Date:02/08/2023
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.
Bought a refrigerator from Home Depot (located at *******************************************************************) on order # H6319327896. Delivery set for the following week. Instructed by Home Depot personnel that if ANYTHING is wrong to refuse delivery. That they CANNOT help if we accept delivery. I take a day off work and on the 1st attempted delivery has a forklift fork hole through the side of refrigerator. DRIVER REFUSED to take inside our house. Call Cust Svc and they say they will try again and I will be compensated for my hassle. 2nd delivery day comes and this one has a large hole in the back of the refrigerator that hit a copper line inside. DELIVERY DRIVER REFUSED the delivery again. Call cust svc again and am told the same, well try again and you will be compensated. I call the store and the mgr. does agree to send a loaner until I get my fridge. That was helpful since we had guests from out of state living out of the dorm size fridge that I had to buy just to live. They also promised a mgr. will look over the next unit before sending. 3rd delivery was badly damaged on the bottom corner of the fridge and again the DRIVER REFUSED delivery. Another call to cust Svc and again a promise they will get me another, I will be compensated and that they will have a mgr look at the fridge before sending the next (didnt happen last time). 4th delivery attempt and the door is badly damaged. DRIVER REFUSED delivery to us again. This time they took our old fridge with them and damaged our walls (2), ********, and floor trim. Got a call that night that my order may be canceled due to ME refusing 4 UNUSABLE fridges. I explained to the mgr. the history and was told that they would call and explain and this wouldnt happen. Next day got a call that they did cancel. I would ONLY get a 5 yr warranty (that I already paid for) and NOTHING ELSE if I wanted to reorder. This was from the store mgr. I also emailed corporate and the *** with no response. Called the store manager wont take my calls.Business Response
Date: 02/28/2023
February 28, 2023
Sent Via Email Attn: *************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who provided a physical gift card # CSD6B2TWJB for the amount $795.00. Customer may reach out for assistance as needed once his replacement order is placed.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31523239
Customer Answer
Date: 03/02/2023
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,
*************************Business Response
Date: 04/10/2023
February 28, 2023
Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who provided a physical gift card # CSD6B2TWJB for the amount $795.00. Customer may reach out for assistance as needed once his replacement order is placed.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************Customer Answer
Date: 04/12/2023
Complaint: 19364373
I am rejecting this response because:issue has not been resolved yet. Under the terms of the agreement, I agreed to go purchase a second refrigerator from Home Depot, under the condition that there would be a white glove inspection by a manager prior to delivery. ****** arrived damaged again. No white glove manager inspection as promised. Delivery was rescheduled for the following week. My wife took another day off work, I believe the seventh now to except delivery of the fridge. No fridge arrived. No call, no-show. I had to call Home Depot corporate again since my two liaisons from the executive escalation support team could not be reached by email or phone after repeated emails, and voicemails to both of them. After 45 minutes on the phone, I was told delivery was canceled because unit was not in stock. Would have been nice if someone would have called us and let us know this so that my wife wouldnt have to waste another vacation day. There were multiple calls within 3 days trying to get a hold of atlas borders, and *************************** , with no calls back. after I spent 45 minutes on the phone, I finally reached another member of the escalation support team, who was quite helpful, and agreed to $100 per failed attempt at delivery until I have a working fridge in my house. Today, 4/12/23, *************************** finally called me back, apologize, and said he would make sure to be responsive in the future. He also assured me he would honor the $100 agreement from his team member, and would come up with a suitable compensation plan for me once I finally have a fridge that is functional. I do appreciate him reaching out, but I have a sneaking suspicion it is because I have rejected the response from the Better Business Bureau. I plan on keeping this case open until I have a functional fridge that I ordered four months ago.
Sincerely,
*************************Business Response
Date: 04/19/2023
April 19, 2023
Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who confirmed the customer received the refrigerator and there are no issues present. They called the customer and confirmed that the order was delivered and created a markdown for $1,199.00 as compensation for the issue and emailed the ************** with all the information.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 31523239
Thank you,
******************;
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: 1-***********************
Schedule: Monday- Friday 7:30am-4:30pm ESTCustomer Answer
Date: 04/20/2023
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.
In June 2022, we decided to do some remodeling of our home and Home Depot as we have utilized them in the past for the previous installation at another home location for which were very satisfied. We started looking at doors from Home Depot via the internet. We looked at various selections and decided on a design that we found out later was discontinued so we had to start again. We selected a new design and the order was placed in July for delivery in eight weeks. On September 29, 2022, the installer came to install the door, I was the party present at home for the installation. A few minutes after arrival, the installer asked me to come out and look at the door. He proceeded to advise that I should not accept and have the doors installed due to the many defects in the painting. He was very convincing and I took his advice and refused the delivery and installation. The doors were refused because the incorrect style was ordered for the front door so it worked in our favor.We contacted the Corporate Customer ********************** Department, explained what happened, we were offered and accepted a 10 percent discount on the purchase price of $6,636.23 for the inconvenience, and advised that the discount would be issued after installation.New doors were ordered and on December 11, 2022; a new installation company came out to install the door. The installer was not very rude and condescending. He damaged our walls but denied he did. He did sub-standard work and when was asked why he was putting back the damaged strips in place, he was very rude with his response. His supervisor came out, walked into our home to look at the job and I was sitting across from him and he did not acknowledge me which was disrespectful. A few minutes later he came back in and stated he was not going to install the door back because our gardener damaged the door. I looked at the door, did not see any damage, and advised that I would sign off on the installation because we did not want to wait any longer for our door. He refused and one door was returned and one was installed with damaged strips. We have advised the door again would be reordered and a new door sent. Corporate Customer ********************** was again contacted and expressed what happened, and the inconvenience with the Christmas holiday. We did not have a choice in the matter. Discussed further compensation for the inconvenience and was told that it would be considered. I was told by your customer ********************** rep that she cannot promise to give us the 20 percent discount until the doors were completely installed and there were no additional issues. We agreed in good faith that your company would honor their end once the project was completed. On January 11, 2023, a new installer came out and installed the back door, replaced the trims, removed and provided a new replacement base strip, and filled the damaged sheath rock with silicone at the front.A few days after the installation, a call was received from Home Depot corporate, we provided them with the detail and complete thoroughness of the last installer. We later received a letter from your corporate office stating $600 would be issued to us after we signed a letter that was attached to the email and return it by February 2, 2023 (what is that about?). There was no problem with us waiting for seven months for our doors. This was beyond insulting, we paid over $6,000 for these doors and had to wait for seven months to have them installed, not to mention the inconvenience and time lost to be offered $600 and how your rep went about the whole situation could be considered deceptive, by telling us to go ahead and have the door installed and then they would issue the discount compensation, knowing that they were not going to, the final amount which we are being offered is even less than the 10% that was initially offered in the beginning before the final incident. At this point, it is the principle with which this whole issue has played out and the turn in your company in terms of compensation. A bad taste was left by your company and the sad thing about it is that the doors are now installed and we cannot install and return them. We are certain that we will not utilize your company for any major projects in the future.Business Response
Date: 02/14/2023
February 14,2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ********************* ***** / BBB Case #********
Dear ***************************
We acknowledge the receipt of the BBB Case # ********
Home Depot Services Department has contacted customer.
********************** has carefully reviewed and investigated this matter. We have been informed by our business partners that customer request for compensation has been respectfully denied. We, apologize if the outcome of this decision does not meet customer expectations.
As a customer ********************** gesture, Home Depot agrees to provide compensation in the amount of ($600.00) in the form of a check. We hope this offer reflects our desire to act in good faith regarding customer overall experience.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
**-31522591Customer Answer
Date: 02/15/2023
Home Depot stated they spoke with me; that is not correct. On February 14th 10:51am a call came in from **************, I was unable to hear the call was disconnected. To say I was contacted is not being truthful.Business Response
Date: 02/16/2023
February 16, 2023
Attn: ***************************
Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast *******
235 *********************************************************************************
RE: ********************* ***** / BBB Case #********
Dear *************************** We acknowledge the receipt of the BBB Case # ******** Home Depot Services Department has contacted customer.
********************** has carefully reviewed and investigated this matter. We have been informed by our business partners that customer request for compensation has been respectfully denied. We, apologize if the outcome of this decision does not meet customer expectations.As a customer ********************** gesture, Home Depot agrees to provide compensation in the amount of ($600.00) in the form of a check. We hope this offer reflects our desire to act in good faith regarding customer overall experience.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
**-31522591
Customer Answer
Date: 02/20/2023
In the response ********** is stating that the amount of $600 that is being offered is a gesture. The amount of 10% was offered to us upon us wait another 8 weeks for Home Depot to correct their error of ordering the incorrct door design.
Why was not that told to us upfront so we could have gotten our monies back and purchase the item elsewhere. We waited a total of about 6 months for doors that that were to take 8 weeks because the incorrect doors were ordered and not even the amount that the company promised us for the delay, now that the door are installed they want to honor.
This behaviour is down right cheeky and unacceptable for an establishment of your repution. We are very dissapoint in the management of this establishement. At least have the courtesy to honour the 10% discount that was initially offered to us for you ordering the incorrect door and having us wait another 8 weeks and have the amount credited back to the method of payment.
Thank you,
********************************
Business Response
Date: 02/20/2023
February 20,2023
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ********************* ***** / BBB Case #********
Dear **************************
We acknowledge the receipt of the BBB Case # ********
Home Depot Services Department has contacted customer.
********************** has carefully reviewed and investigated this matter. We have been informed by our business partners that customer request for compensation has been respectfully denied. In addition letter summitted to corporate was review and the twenty percent request has been dined. A formal response letter was sent to customer. We, apologize if the outcome of this decision does not meet customer expectations.
This is a final position. Home Depot agrees to provide compensation in the amount of ($600.00)in the form of a check. We hope this offer reflects our desire to act in good faith regarding customer overall experience.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
**-31522591
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