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
- 11,945 total complaints in the last 3 years.
- 3,434 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:01/16/2023
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.
On 6/5/18, I purchased a $195 Home Depot Extended Warranty Protection Plan at the suggestion of salesperson after purchasing a $1110.00 GE Refrigerator. The salesperson suggested I buy the warranty plan to avoid any additional costly out of pocket fees that could surface due to an unforeseen maintenance/service repairs that could arise after manufacture warranty expires. He stated Home Depot has a Lemon Law - buy back policy, should any one repair issue need a third repair call for the same repair issue, the product will be replaced.NOTE: In FY2020, Home Depot contracted with ASURION APPLIANCES making them their major appliance service center agent for their Home Depot customers holding 3-5yrs warranty plans The plan states under the Lemon Policy if a covered appliance has two service repairs for the same issue and a third is needed during the protection plan term customer will be eligible for a replacement or be reimburse original purchase price plus tax in the for of a Home Depot Gift Card.0 Under Manufacture Warranty - two claims were processed and completed Problem: Food , liquid, medication and etc freezing in refrigerator compartment 0 Under Extended Warranty Protection Plan , one claim issued 3 times and completed (Problem still not fixed. Parts re-ordered, awaiting tech to install at fourth visit to residence. Problem: Food, liquid and etc freezing in refrigerator compartment, also ice maker stop working and temperature gage for the freezer and refrigerator keeps lowering manufacture settings. 0 Home Depot Warranty Protection Plan covered $300 for the above claim of spoiled food caused by GE Refrigerator mechanical failure (I requested $1200.00 since this problem had been on-going since the 6/5/18 Refrigerator purchase, but was denied by the Asurion Support Claim Team
Business Response
Date: 01/27/2023
January 27, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case #: 18810528
Dear **************:
We acknowledge the receipt of the BBB Case #: 18810528
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 this case and offers the following resolution. Our Online Executive Escalations team contacted our Asurion business partners for their immediate attention and assistance with resolution. Asurion agreed to a buyout,compensating the customer for the cost of the appliance. As a customer ********************** gesture, the Online team offered a gift card for this experience, to which the customer accepted. The customer requested a final repair invoice, which will be supplied by *******.
With that said, we are addressing the customers concern and will continue to work with **************** until this matter is resolved. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @ *************************).
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Reference Number: ********Customer Answer
Date: 01/31/2023
Spoke with ************************* regarding final $300 food loss credit to be paid by Asurion on 1/ 24/23. ******** spoke with Asurion to forward a rservice repair receipt from ******************** to me so that I could the complete the payment application process. To-date. this is still pending.Business Response
Date: 02/02/2023
February 2, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case #: 18810528
Dear **************:
We acknowledge the receipt of the BBB Case #: 18810528
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 this case and offers the following resolution. Our Online Executive Escalations team contacted our Asurion business partners for their immediate attention and assistance with resolution. Asurion approved the customer's food-loss claim and agreed to a buyout, compensating the customer for the cost of the appliance. As a customer ********************** gesture, the Online team offered a gift card for this experience, to which the customer accepted.
With that said, we are addressing the customers concern and will continue to work with **************** until this matter is resolved. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @ *************************). Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Reference Number: ********Customer Answer
Date: 02/05/2023
Complaint: 18810528
I am rejecting this response because: Asurion failed to release the final $300 food loss check as promise by *********** within 24hrs which should have been by Friday , Feb 4,2023. The claim was processed and sent in January 2023.several weeks after they failed to release a copy of the service repair receipt. Even though I was promised by *********** that I would not have any more problems with Asurion in resolving the final stage off my complaint, it has not been resolved. Can they just send me my $300 so I can be done with them.Thank you
Sincerely,
*******************************Business Response
Date: 02/08/2023
February 8, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case #: 18810528
Dear **************:
We acknowledge the receipt of the BBB Case #: 18810528
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 this case and offers the following resolution. As previously stated, our Online Executive Escalations team contacted our Asurion business partners for their immediate attention and assistance with resolution. Asurion approved the customer's food-loss claim and agreed to a buyout, compensating the customer for the cost of the appliance. As a customer ********************** gesture, the Online team offered a gift card for this experience, to which the customer accepted. Additionally, Asurion sent an email to the customer regarding payment on 2/01/2023. The team advised the customer to check their Spam/Junk folder and provided *******'s number in the event further assistance is needed.
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 Escalations
The Home Depot - Customer Care
Phone: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 02/09/2023
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.
However , I waiting for a final food loss check that will be processed and mailed to my residence in 14days. Should I not receive this final reimbursement check, I will follow-up with a new complaint with the BBB.
Sincerely,
*******************************Initial Complaint
Date:01/16/2023
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 November 21, 2022, I had a new refrigerator delivered. The movers also removed my old appliance. In the process, they tore a therapeutic floor mat that sits in front where the refrigerator is located. I was told by the movers to contact Home Depot and file a claim, which I did that same day. It is now January 16, 2023, and I have been sent to two different claim companies, the most recent who asked for supporting documentation and pictures of the damaged property. I sent in pictures and receipt for proof of payment for the replacement floor mat I purchased the day the damages occurred since the torn mat posed a safety risk - I didn't want to trip and fall over the torn mat. Today the moving company contacted me and can barely speak English. The man on the phone insisted that he needs to come look at the damage. I tried to explain that I've already replaced the damaged mat, and he continued to argue that he needs to come see the damage and hung up on me. I know that there was a language barrier, so explaining that I already sent in photos and threw out the damaged mat did not help anything. I expect my property to be left in as good of condition as it was before Home Depot's contracted movers come into my home, and the process of getting things taken care of has been nothing but a huge headache. The replacement mat cost me $89.99 plus $6.52 sales tax, for a total expense of $96.51.Business Response
Date: 01/27/2023
January 27, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE: ***************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated January 16, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions team has advised of an accommodation of $150. The customer received communication of the resolution.
With that being said, The Home Depot considers the issue being resolved and this matter is closed in our office.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
******************
Executive Escalations
Phone:***********************
Fax:************
**:31290834Initial Complaint
Date:01/16/2023
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 Did Not Receive $1500 Rebate as the Contract Agreement Said.Home Depot and I signed a contract of HVAC installation project in May 2022. According to the contract I entitled to have $1500 rebate. But I did not receive it yet. I contacted HD ************* dozens of times about the issue by phone or email after the project finished in October 2022. They responded always saying under processing, but no results any more.Additional Information: - Contract F24903813 - I paid full price when the contract signed on 5/26/2022. - Home Depot ************* Case number: ******** - Last date I called HD ************* on 1/9/2023Business Response
Date: 01/20/2023
January 20,2023
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 Escalation Team called and spoke with ************************* regarding his rebate on January 17th. At this time, the rebate was mailed on January 17th with an ETA of ***** business days for delivery.
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:01/16/2023
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 Husky 56 inch tool cabinet for a Christmas gift. The item was bent inward as if damaged by a fork lift. The top of the cabinet does not close properly so it cannot be locked though there is a locking mechanism. The soft close drawers do not function properly and the item is scratched up. We have been waiting for Home Depot or their carrier to pick the item up. I have two problems:1. Why are they sending out damaged products--$1,400 plus was paid for this cabinet and it gets delivered in terrible condition. Whoever Home Depot uses to ship these items--Home Depot is responsible for how they arrive at the buyer's location. Who's to say the next replacement item will not be as carelessly handled?2. This product should be picked up ASAP by Home Depot or their carrier. What do I want?1. i want the item picked up ASAP.2. If I decide to replace the item I want an assurance that:a. Home Depot checks the item before shipping AND b. that whomever Home Depot uses as a carrier that Home Depot will assure that the carrier will handle the item with care so that we receive a good, sound, working product.Business Response
Date: 01/20/2023
January 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 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 Online Executive Escalations advised NSD emailed us advising they will pick up her Husky Defective Tool Chest on Friday, 01/20/2023, and we confirmed this with ***** by phone.
With that being said, The Home Depot has addressed our customers complaint., and 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. Please do not hesitate to contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number ********Customer Answer
Date: 01/20/2023
Complaint: 18819663
I am rejecting this response because:
Sincerely,
***********************Business Response
Date: 01/26/2023
January 26, 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 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 Online Executive Escalations advised we successfully picked up the tool box from the customer on 1/25/23 at approximately *****. We will process it as white goods per previous instructions.
With that being said, The Home Depot has addressed our customers complaint., and 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. Please do not hesitate to contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number 31291011Customer Answer
Date: 01/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I believe service for customers should be a higher priority for Home Depot--without customers there is no Home Depot. The service was slow. Finally, if Home Depot is going to contract 3rd parties for pickups/deliveries they should contract with reputable ones that handle products gently and perform duties on time and show up when they say they are going to.
Sincerely,
***********************Initial Complaint
Date:01/16/2023
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 placed an order to have a window replaced in my home on December 6, 2021. I was told that it could take up to 6 months for the installation as the window was not standard size and needed to be ordered, which I agreed to. The team came out to measure the window in December then returned a few months later to measure again. We were told that it would be installed in June of 2022. They called a few days before and cancelled because they said the window had not arrived. They then rescheduled for August of 2022. They cancelled again, this time because someone was sick and they needed to reschedule. They rescheduled again a few weeks later and cancelled again, this time because they did not have the window. They said that the window was never moved from the warehouse, then they said the window never made it to the warehouse. They said it would be installed in December of 2022 - a full year after it was ordered and then we never heard from them again. They have ghosted me. I've called numerous time to get a resolution and I never hear back. In addition, when the window was ordered, I opened a Home Depot charge account with deferred interest payments and was planning on paying it off once the window was installed. Now the account has incurred over 300 dollars of interest and I still have not received my window. I chose Home Depot for the window installation because I figured they were an honest business with a good name and will stand behind their services but I feel like I am being scammed or taken advantage of at the very least. Can you please help?Business Response
Date: 02/14/2023
February 14, 2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: ***********************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your rebuttal BBB notice dated January 16, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The field team informed a compensation discussion at the completion of the project. Once we measure, we will place the order and should have an ETA within a week. Once we have the **** well reach out to schedule. The team is working with the customer toward resolution.
With that being said, The Home Depot considers this matter opened in our office, until the completion is fulfilled.
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 if you have any questions.
Sincerely,
******************
Executive Escalations
Phone: ***********************
Fax: ************
SF: 31290677Initial Complaint
Date:01/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a brand new washer for my disabled mother who lives in a senior community. The washer has not worked since it was purchased. I reached out to the ****** Home Depot in ** where it was purchased an they could not help me or replace it because I did not purchase their warranty. The manufacturing warranty is valid for a year. So they refered me to the tech who has serviced it three times to no avail and Home Depot. Sold me a lemon for $12,000 and will not replace it.Business Response
Date: 01/23/2023
1/23/2023
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 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 Online Executive agent assigned to our customers case placed a new no cost order for washing machine for customer. The delivery is scheduled for 1/23/2023.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Initial Complaint
Date:01/16/2023
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.
On Saturday 1/14/2023 I made a purchase at the Westminster HD. I purchased a Makita battery and battery charger valued at $219.00. Since I wasn't sure if this was the item I needed, I asked the associate if there were any issues returning the item and was told not as long as you have the receipt. Today I went to the Cypress store and was declined the refund. According to them, they have a third party for returns and that third party declined my refund. My purchased was paid ****** on my Mastercard, ***** with Gift card and ***** with store credit. My receipt from the original purchase is sale ************** on 1/17/23 at 8:00AM. The transaction ID they handed me today telling me it was declined is 331042597-100-THD. Please assist me with being able to return the item and obtain a full refund.Business Response
Date: 01/20/2023
1/20/2023
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 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 was able to approve our customers return. Customer was advised of the steps needed to return the items and prevent future return denials. Our customer can return his merchandise for a refund until February 7, 2023.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 01/23/2023
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:01/16/2023
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 initially ordered a tuff shed through Home Depot ******** in October of 2022. I had purchased the permitting through tuff shed.My first interaction was with someone named ******* who stated I had to pull the permits myself, even though I had purchased their service at additional cost. I eventually resolved this issue, but could not get tuffshed to commit to a timeline for installation. I then sent several requests to Tuff Shed in order to cancel the order. It took over a month to get a return call from their sales office and then directed me back to home depot. They then directed me back to HomeDepot ********. I have called the ******** store on numerous occasions and left messages for the ***** as instructed by *********. I have not received any more correspondence from home depot. And each time I call the store- they direct me back to TuffShed. It has been 4 months- no shed, and I would like my money returned. I am attempting to go this avenue before consulting with an attorney.Business Response
Date: 01/26/2023
1/26/2023
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 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 Regional Sales Director was able to assist in refunding our customers order. As of 1/17 customers order was refunded.
With that being said, we are in the process of addressing our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 01/26/2023
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. I want to thank *********************** for her assistance in resolving the matter. But still disappointed with the local store on their lack of assistance.
Sincerely,
*****************************Initial Complaint
Date:01/16/2023
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 purchased vinyl fencing with home depot in July 2022. We were told the project would be finished in 2 weeks. This is January 2023 and the fence is still not completed to satisfaction. After finding that majority of the posts did not have concrete and the transition from 6' to 4' was done using double-posts, home depot used another contractor who promised they could fix the errors, but wasn't granted permission to do it correctly. The left side of the front fence measures at 4 '2" while the right side is 3' 8" The decrease in height is VERY noticeable. We stopped the workers and reached out again to the regional office requesting that the fence at least visually **********. We were told there was nothing else they could really do. The second contractor said the previous contractor did not plan out appropriately and to fix the 4' section would mean replacing what was done. We told home depot's representative that we didn't want money, which they wanted to offer. We said we simply wanted the gate professionally finished as agreed. While we were away, the second contractors were sent to our home again to finish completing the fence knowing we were not happy with the discrepancy in height from left to right. I found it very frustrating that the regional home depot representative approved these guys to come onto our property to finish the fencing WITHOUT APPROVAL and speaking with us. We paid over $22,000 for this project and you would think they would try to make things right by bringing in more experienced workers than trying to offer some small discount. Home depot does not follow up with customers prior to starting large projects, during the project and when finishing the project for satisfaction. Since we mentioned reaching out to consumer affairs organizations to vent, we haven't heard anything in more than 30 days. My next approach will be to send pics and documents to who will listen and help. Do not trust HD with your large home project...Business Response
Date: 01/27/2023
January 27, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the installation team has been in contact with the customer and has confirmed that the material has been ordered. Once the material arrives the customer will be contacted with a date and time for the repair appointment.
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: 31284782Customer Answer
Date: 01/27/2023
To BBB, Thanks your efforts.
*********** came to assess the work that was done and stated we would hear from ************************* to schedule a date for repairs. I haven't heard from her. Also, ************ presented a form with a signature supposedly confirming strategy planning. He asked about the signature. It wasn't signed by my wife or I. He was surprised. We paid for this service in full in June 2022. Seeing documents not signed by my wife nor myself and having contractors come onto our property to complete work we did not authorize when we were absent doesn't provide confidence that a resolve a priority. A two week job is ongoing now for six months. Now, I think we should discuss discounts in addition to professional completion of this fence. We just had high winds which caused this unfinished. Fence damage. This is indeed our worse experience going into the new year and it is depressing....
**** & *************************
Business Response
Date: 02/14/2023
February 14, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********, Suite 900 311
*******, ** 30303314
RE: ********************* /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customers installation has been completed. The installation team has also approved the customers compensation request and will be offering $2,500. An SRA agreement will be sent to the customer and once we receive the customer's signed agreement, we will continue with the compensation process.
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: 31284782Customer Answer
Date: 02/17/2023
Complaint: 18818242
I am rejecting this response because: See attached.
Sincerely,
*********************Business Response
Date: 02/22/2023
February 22, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********, Suite 900 311
*******, ** 30303314
RE: *********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customers compensation request of $4,500 has been approved. An SRA agreement will be sent to the customer and once and once we receive the customer's signed agreement, we will continue with the compensation process.
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: 31284782Initial Complaint
Date:01/16/2023
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.
Place order for flooring October 20th 2022. The written contract agreement says that there are three business days to make any changes or cancellations to the order. It was like trying to pull teeth to speak with anybody in order to get my order changed, and it only ended up getting changed after I threatened to cancel the $6,000 flooring order. The changes were confirmed with me for what I wanted adjusted. When the flooring installers arrived at my house with the carpeting, only one of the two rooms that I had changed actually the correct flooring delivered. Now Home Depot is actively avoiding communicating with me and they are in violation of their own sales contract and agreement at this point in time and they are committing consumer fraud in the process.I am currently about 3 months out from the initial order and the change. I need to have this error and this charge amount error corrected.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 Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding carpet ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot installation services team has completed this customers install.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31285023
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.