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
- 11,851 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:02/07/2023
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 have been in contact with Home Depot with a sales person in the store and by phone for to reschedule a delivery of appliances. There was no problem until I received a phone call late at night on 2/6/23 from Home Depot that they could not be coming on the date in 4/23. No problem. They will cancel the order. Per the phone call. Well no email on name of that person that contacted me. I had asked for a confirmation of the call. No email or confirmation was sent to me.. This is a poor way to do business. Now I have to fine another away to know if the order has been canceled and I do not know if I must pay the balance? Which I have been doing. There is no email contact from this person or a way to contact Home Depot by email. Thank you for your time in this matter, I have been dealing with a serious health issues with my wife this is one other thing I do not need. **************************
Business Response
Date: 02/20/2023
February 20, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding his order. The Home Depot has contacted our customer to advise that appliances cannot be held. The customer has been advised that the order is pending cancellation.The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Customer Answer
Date: 02/21/2023
Complaint: 19345509
I am rejecting this response because:
Sincerely,
***********************Business Response
Date: 02/27/2023
February 27, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding his order. The Home Depot has contacted our customer to advise that appliances cannot be held. The customer has been advised that the order is pending cancellation.The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:02/06/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchase the husky garage storage cabinet and wood top table from Home Depot online for $1044.00 on Jan 10, I received the wood top but the storage shelf we're lost in transit and after 2 week's and multiple calls to home depot they unable to help me because they said the order was all together and they told to return the item I received and they will refund the money for me to order it again at the same price , I did what the told me and they refund the money for me and that fine , I call them to place the order on Jan 25 again with order number CP57967362, after 1 hr on the phone with the agent she was unable to give me the same price I paid in the beginning like I was promised so they ended up charging me $1,111 so I was like ok I need the storage so I agreed to the price. Now I received the wood top again and the husky cabinet are lost in transit again , spoke with an agent over text she told me that what she refund the money again so I can reorder it again, she told me that is nothing she can't do just to put a put a ticket but will guarantee anything ,this non sense this the 2nd time even when I agreed to a higher price because I needed this, I'm asking for home depot to honor my purchase and find my item and delivered it asap. Also, I will like a discount on my purchase refund to my bank for all my hassle because the $1,111 was taken fast from my bank but the item is not in my possession. I need this corrected.Business Response
Date: 02/22/2023
February 22, 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 emailed *************************** on February 7th regarding order #CP57967362.At this time, a refund has been processed. On February 21st, we received an email response from **************** confirming that he received his refund, and no further assistance is needed.
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: ********Customer Answer
Date: 02/22/2023
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:02/06/2023
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.
As per my conversation with Home Depot CSR last week, the delivery was scheduled to take place this Saturday, February, 11th (The confirmation email was from 02/03/2023, 2:30 PM EST). I have scheduled my helper to come to work that day and notified the building and neighbors about the upcoming delivery.Today, out of the blue, I am bombarded with emails and text messages about delivery being rescheduled to TOMORROW, 02/07/2023, as follows: "Unfortunately, there has been a delay in getting your appliance order into our local warehouse for delivery. We are working to get your appliance to you as quickly as possible. Your new expected delivery date is Tuesday, February 7, 2023."I send an email clarifying the issue, but receive no response. Instead, I got a text message that the delivery will take place early in the morning tomorrow.As I call HD CSR (while interrupting my family dinner), I get nothing but some confusing details delving into the troubles that HD has but nothing to help me solve my issue. I cannot even stop the truck to show up at my building, unannounced, disrupting my neighbors and risking a ticket from the management. In addition, I am told that if I am not there, the delivery will be recorded as "Missed" the order cancelled, and the balance of monies refunded. But I have never even heard of this delivery date, never mind agreed to it!Business Response
Date: 02/16/2023
February 16, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Complaint # ********
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 emailed *************************** regarding order #WE10437500 on February 13th. At this time, the order has been cancelled and a refund has been processed. We asked ****************** to allow 3-5 business days,depending on their banks processing time.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @*************************).
With that 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: ********Initial Complaint
Date:02/06/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a GE Dryer 7.2 cu ********* ****** Dryer on Monday, Dec, 12, 2022, / my order number is H****-332350 / Receipt # **** ***** ***** / Sales Person - BJT453 / Store # **** / I Paid $ ******** / And the name on this purchase is under my father ************************* who has passed away back in ****************************** their system, and they said it didn't have to be changed. / I told the rep that I just sold a Maytag dryer because the gas bill was $240.00 the next bill cycle, and the following Month it would be $170.00, she said it *** be a defect, and I said that's why I'm looking for one that *** help us save money, but she never recommended an energy star saver of that sort, and I was unaware of it until recently by talking to a friend that recommended me getting a star saver / energy saver. I also called the gas company, and they came out to inspect and said there was no leak anywhere. I spoke to 2 rep in the appliance department, the first one said she was the manager and it's been 3 Months although it's only been 2 Months, and they both said it's been over 48 hours, which doesn't give me enough time to really determine whether if the unit can save me on my gas bill or not. If they came to pick up this dryer even if they deducted $200.00 off, and allowed me to purchase another one that's a gas sufficient one, I can work with that.Business Response
Date: 03/07/2023
March 7, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
Re: Sarawot *****/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance return.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding their appliance refund request. The Home Depot has contacted our customer on 3 different occasions with no success in contacting our customer. ********************** considers this matter resolved due to no contact.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 03/11/2023
Complaint: 19344360
I am rejecting this response because: I repeatedly called ************************* day after day for 5 days straight at
Phone: ************************* And I've left messages repeatedly each time on the answering machine, he never called me back nor did he ever pick up the phone, if someone at BBB try calling the number, I'm sure the results would be the same.
Sincerely,
Sarawot *****Business Response
Date: 03/26/2023
March 26, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
Re: Sarawot *****/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance return.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding their appliance refund request. The Home Depot has contacted our customer on 3 different occasions with no success in contacting our customer. ********************** considers this matter resolved due to no contact. We will attempt to contact customer again to assist.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 03/27/2023
In regards to my complaint, complaint ID # ******************************* kept telling BBB that they've made attempts in calling me, and not once have I received anything from them. I called Home Depot again today after getting a message from BBB in regards to the Home Depot's respond, as the same before, no one picks up or calls me back, they lie to BBB and to their customers regarding of wanting to resolve their issues with the customers. And that being said, thank you to BBB for reaching out to them by trying to help me as well.Business Response
Date: 04/24/2023
April 24, 2023
Sent Via Email
************************************** Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
Re: Sarawot *****/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance return.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding their appliance refund request. The Home Depot has contacted our customer to discuss this matter. ********************** considers this matter resolved due to issuing a gift card.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 04/25/2023
This entire situation has been resolved, thank you to the staff of BBB for taking the time and patience to reach out to Home Depot in order to help me solve the issue. Complaint ID: ******** has been resolved, thank you.Initial Complaint
Date:02/06/2023
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 purchase windows from Home Depot to be installed by Home Depot. They never completed the installation and left window unseal where water can come in and create mold. I have reached out to them since 1/3/2023 to come and complete the installation but no one have come out to complete the installation. I have sent emails and texts and they refuse to complete the installation. My only goal is to have windows installed properly and Home Depot honor my warranty.Business Response
Date: 02/20/2023
Tell us why here...February 20, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *****************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their window install.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ********************** regarding his install. The Home Depot has contacted our customer to advise that touch up s will occur within the next week cannot be held. The customer has been advised that the order is pending cancellation and refund will be issued once completed. The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Initial Complaint
Date:02/06/2023
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.
Purchased a ** gas range from Home Depot was delivered on 9/8/22. I paid for delivery and installation, I also purchased 3 year protection plan. The first time I used the oven was about Oct. oven smelled like fumes. I called (800) number on the ** number on the manual and was told it was because it was the first time I was using the oven. I mainly use the stove top and didn't use the oven again til about the end of November. This time, when I I turned on the oven the smell was worst and black soot covered the inside of the oven. The worst was trying to use the oven during the holidays, the smell was unbearable.I went to Home Depot and spoke to a young lady in appliances and was told I had to contact the Allstate Square Trade. On 1/6/2023 I contacted square trade a claim was opened. I had to call them numerous times because no one could figure out why my oven burnt and smelled. After speaking with multiple people at Allstate Square Trade, they told me the stove was still under the manufacturers warranty and I need to contact **. I called ** and a tech came to my home on 1/23. As soon as the technician turned on the stove he told me that the stove was installed incorrectly, that it was never converted to propane and that caused the oven to burn. Because it was installed incorrectly, ** told me I had to contact HomeDepot. I again called Home Depot and told them what the ** tech. told me. Home Depot told me that they would have to open a claim with ******** who handles claims for the Home Depot. I spoke to a very nice lady named ****** at ******** who informed me that ******** could not handle my claim because there was no property damage but that she would reach out to a manager and someone would call me. No one from Home Depot Appliances ever contacted me. Today 2/6/2023, I called the Home Depot Appliances Hotline, I was told that they were trying to contact a supervisor to be able to escalate for a resolution. After being on hold for over 20 minutes the call was dropped.Business Response
Date: 03/03/2023
March 3, 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 Escalations Team called and emailed *************************************** on March 1st regarding order #W894712759. At this time, we emailed ******************** our findings and will not compensate her any additional amounts, since there was no indication from her that the range was to be connected to a propane source. She did not consider the installation requirements of the range and did not pay attention to the parts and installation that she ordered for the range, which were labeled as natural gas and listed on every email that she received regarding her order and on the three of the four which she opened previous to delivery and installation. This installation requirements can be located on The Home Depots website.
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,
Koier A.
Executive Escalations
Phone: ***********************
Case: ********Initial Complaint
Date:02/06/2023
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.
Ordered a water heater on Friday 2-3-23. they sent a guy from their installation service out to inspect and give quote. The company they sent was ****** Heating, Cooling and Plumbing *************. He ran my credit card for $3170.80. Receipt came to my E-Mail from Home Depot. I decided later to cancel the order. Could not get ahold of them on weekend. Got ahold of both companies early this morning (Monday 2-6-23) to cancel. Even though nothing has been done, they want to withhold %15 or $474.62 for "restocking". This seems excessive, especially since less than one business day has past. I am 71 years old and a ******** Veteran.Business Response
Date: 02/09/2023
February 9th , 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 **************************************************************************
RE: ************************* BBB Complaint#: ********
Dear *****************************,
We acknowledge the receipt of the BBB Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot agreed to reimburse the customer restock fee.
With this being *************************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*******************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:02/06/2023
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.
January 10-2023 Purchased a dishwasher, from Home Depot, **** Rapids *********. Delivery date 1-19-2023. We were not told that the delivery men were also to remove old one. They said they couldn't remove it due to a hard wiring issue. In the purchase fee, we paid $40 extra for taking the old dishwasher. 1-20-2033 was New install date. Told by installer parts missing for install. Highlighted missing parts on my bill of sale. Next day Iooked under sink and found missing parts, left by delivery men. Called Home Depot for new install date. Sat., Jan.28th was given to me. I didn't hear a time, so when I called about the 28th date, I was informed this was an error and no installations are done on Sat. Next available date was Jan. 31. Installer came, Said he could not install due to missing ground wire. I checked myself later and found a ground wire. Called Home depot and explained to person why I was calling and told them to pick up the dishwasher because this run around wasn't worth it. Asked for a store manger. Not available. I was switched back and forth to different departments several times. Explained problem each time. Finally talked with appliance manager. I explained the problem and told her I wanted washer picked up as I did not want it anymore. I was told they have a no return policy. I like the unit but Home Depot could not or did not want to install it. Our old dishwasher was 20 yrs old and installed by ***** with no problems. She said I could call the manufacturer and see if they would take it back. i going am going to find an independent installer and dispose of the old one. I will pay for his time, something the store should have done, I want to be reimbursed for the installation fee and the disposal of my old washer.After this BS. I will never buy anything from that store again. And this includes my family after they heard what I went through. They took my money in full but didn't live up to their end of the deal. Their installers are incompetent.Business Response
Date: 02/16/2023
February 16, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: Serhy Matusheko/ BBB CASE#: 19342100
Dear **************,
We acknowledge the receipt of the BBB CASE#: 19342100
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 processed an accommodation refund in the form of a check. The refund does take **** business days to process.
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:02/06/2023
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.
purchased new washing machine and dryer along with an extended warranty for each. Had a few issues start about 11 months ago and contacted customer care for servicing. Had several appointments that we made for servicing cancelled either at time of appointment or no one contacted us to cancel at all so people lost days of work and time off for this and no one came nor did anyone call to cancel. This has happened several times already. Spoke to escalation department several Times aince and they all agreed these issues should be covered as they directly impact the way the machines work / which is to properly clean and dry items. Escalation **** was supposed to get back to me but its been several weeks. Ee have had to have clothes sent to cleaners several Times which is not fair to us nor is they way this case has been handled . We shouldnt have to chase down service teams or take days off of work for service men who dont bother to show up or cancel.Business Response
Date: 02/16/2023
February 16, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB CASE#: 19343321
Dear **************,
We acknowledge the receipt of the BBB CASE#: 19243321
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 confirmed with ****** that ******* approved a reimbursement for both the washer and dryer. The refund does take **** business days to process.
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: 02/19/2023
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:02/06/2023
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.
Regarding order # H****-303363, appliances delivered on 1/10/2023. I paid to have the dishwasher and microwave installed, installers were not aware upon arrival of installations. They were unable to install the dishwasher as the connection developed a leak. They installed a microwave with much difficulty resulting in numerous holes drilled through the base of the cabinet. Although the microwave wasnt level and tilted foward at the top, the installers said it was fine and left. The first time I used the microwave resulted in wood particles entering inside the microwave & the turntable hitting the door unable to turn freely. I measured and the microwave was tilting forward at the top 1/4 inch. It was not level when measuring with a level. Inside the cabinet numerous holes were drilled in their attempt to hang the microwave. The next day, I returned to the store where the appliances were purchased. After proving them with pictures of the installation, I was provided with **** the **** Custom Order Specialist email .I reached out to **** sending her the pictures and never received a response. After sending another email asking for confirmation that she received the prior, she responded that the *** scheduled an install check for 1/19/2023. No one ever called or showed up on the 19th, after contacting customer ********************** and was rescheduled for 1/21 again I didnt receive a call and by noon I was calling to confirm they were coming. The installers showed up at 4pm stating it was a last minute add on. They could immediately see that the microwave was not safely installed and reinstalled it. The reinstall required additional drilling resulting in 4 inch holes, to big for washers, on both sides of the anterior cabinet base. The anchor bolt is secured with a small washer shimmed to the base with other washers. It isnt stable or safe. Never again will another microwave be able to be hung beneath the cabinet. I have reached out toDana several time with no response.Business Response
Date: 02/16/2023
February 16, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: ********************* / BBB Complaint#: 19342789
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Expeditor has connected with the customer to assist with a claim for damages. This is an ongoing claim that will be carried out through our claims team. The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********
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