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
- 11,932 total complaints in the last 3 years.
- 3,413 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:01/12/2023
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 January 11, 2023 at 7:07 PM EST I placed and paid for an order (Order number H****-136154, receipt #**** ***** *****) for a tool cart. The order was placed in will call and I arrived at the store around 6pm on January 12, 2023 but they could not find the cart. They said they would look into it and call me back.I received a voice mail about an hour later (transcribed below):"Hi this is *** calling from the Mishawaka Home Depot. I looked into this a little bit it looks like the one we had last night when I made this order was sold throughout the day so we end up not having one and they're currently backordered so it looks like I'm gonna have to cancel the order so if you want to do something different give me a call otherwise I will cancel the order before the end of the day." (I can provide transcript of phone message upon request)I returned the call and spoke with *** asking if I could backorder the cart or if he could offer me a discount on another one, as the cart purchased was on sale $100 off ($398 from $498). He said he couldn't do that and there was nothing really to be done but cancel.So it's my fault that they sold the same cart twice, selling it to someone after I had bought it? I am requesting $100 store credit to be applied to another item.
Business Response
Date: 01/18/2023
January 18, 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 Home Depot store manager contacted the customer and provided a Home ********************** gift card in the amount of $100 per his request.
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: ********Customer Answer
Date: 01/18/2023
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:01/12/2023
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've been working on a kitchen remodel with Home depot on highway 99 in *******. I started designing in December 2021 *** paid just under $30,000 in March of 2022. I was told that the kitchen would match the footprint as the old cabinets and the whole project would be 5-6 months. I had all items shipped to my condo in the middle of August 2022 and was told that everything was delivered correctly. On Sept 15 2022 my kitchen was fully demolished. The next day when the install was happening, the installers noticed that cabinet boxes weren't the same measurements as the one on the design I signed off on. Long story short the next 3 months were spent sending me 3 identical cabinet boxes and having installers come to tell me it's the wrong size. Eventually we find out it was the right part ordered but was designed wrong or measured wrong. Both parties are pointing at eachother. We end up having to move forward with the small box on site and leaving lots of dead space. Now the installers don't want to come back to install the toe kicks until the counters are done and the countertop people won't templete until the toe kicks are in. Long story short. I paid 30 k on cabinets that should've taken 5 months to fully install. It's been over a year and I haven't had running water in the kitchen or a dishwasher the past 4 month. All of my drinking and cooking water would have to come from the sink next to the toilet. I don't see this ending anytime soon and I've already used all my time off from work to be here for work that ends up not getting done.Business Response
Date: 01/31/2023
January 31,2023
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Compliant #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Escalation Team called and spoke with Mr. *************************** on January 31st regarding order #H4713-285152. At this time, ****************** has an appointment scheduled for February 10th to install the countertop.
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: 02/02/2023
I've asked for a copy of all my contracts from home depot and have yet been giving a copy of anything. Ive gone into the store multiple times and have been told I didn't have a contract to sign or that it was locked up in a cabinet nobody had a key to. I do also have an appointment with the plumber on 2/16 and the installer on 2/21. I would like to keep this ticket open until those things are done as well. I'm still not quite sure how some of the gaps will be covered with just toe kicks and countertops but hopefully after the 21st I'll see. Also it looks like the letter was addressed to a **************** and not me. I was confused by that.Business Response
Date: 02/03/2023
February 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 Executive Escalation Team called and spoke with Mr. *************************** on January 31st regarding order #H4713-285152. At this time, ****************** has an appointment scheduled for February 10th to install the countertop. On February 2nd, our stores manager called and explained that **************** have everything we have contractually.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, this matter is still in progress until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********Initial Complaint
Date:01/12/2023
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.
Placed order December 13,2022, for 5 items.The 2 King ******* pillow cases roughly $30, disgusting poor quality.All wrinkly and cheap.The 4 place mats,roughly $20, are slippery on the surface and my dishes slide off.I am homebound and disabled.I dont have the packaging or the receipts.I purchased these with a gift card.I requested a refund for those 2 items,but am unable to return them.All I was offered was $7.16 .I am not happy and would like a full refund,but am unable to return.I tried to reach a supervisor,but was exhausted waiting on the phone,they kept transferring me til I finally just got an answering machine.They are a lousy company to deal with.Business Response
Date: 01/18/2023
Home Depot ******, Inc.
Customer Care
2455 Paces Ferry Road
*******, ******* 30339
More saving. More doing.SMJanuary 18th, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau 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 her online order and refund with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team will be assisting ************** with his online order CP54723983. The gift card has been reissued for balance of refunded items.
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#: 31256061Initial Complaint
Date:01/12/2023
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.
Home Depot did a kitchen remodel, left garbage behind, incomplete job and damaged floors, had have 2nd person come and finished the project, as of 1/9/23 still not done finished. job was to begin 3/21 started 6/12. they left re did most of the drawers as they screws were pushed through the dust and dirt was left from their work, damaged the floor in 3 places w scratches and dents the insurance company refuses to pay the quote I got as they did not send an adjuster out. I had call several times to have someone come out to clean what their contractors had done and make a list of repairs, most of which are done I was told there would be compensation but a year later I have not received the payment for the quote for the floor or any compensation for the work to be redone or the delay and the mess leftBusiness Response
Date: 02/13/2023
February 13, 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 their purchase.
The Home Depot Installation services continues to work with our customer and vendor, and we have received the remaining parts to complete her installation. We have scheduled the installation for February 15 and once it has been completed to her satisfaction, any compensation will then be discussed.
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.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
Case: 31297865Customer Answer
Date: 02/15/2023
Complaint: 18709309
I am rejecting this response because: I want full compensentation for the damage done to my floor via the quoteand I want the install manager to come to my house and see all the damaged cabinets I am left with before a compensation
offer is made. Again my contract states 4-6 weeks for install and its has been 13 almost 14 months.
Sincerely,
***********************Business Response
Date: 02/21/2023
February 21, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE: *********************** / BBB Case # ********
Dear ***************,
We acknowledge the receipt for the rebuttal of the Better Business Bureau Consumer Complaint # ********.
The Home Depots Installation services team continues to work with our customer regarding this matter. Conversations regarding compensation are still ongoing however due to the BBBs requirement to answer the rebuttal I am answering with an interim update and will provide a final answer very soon. Our customers installation was completed on February 15th. We have also filed a ******** claim regarding her claim of damages to her floor and they have provided two offers for her consideration.
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
Phone *************************
Fax **************
Case: 31297865Initial Complaint
Date:01/12/2023
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 the fall of 2021 we purchased windows and installation by Home Depot Home Services for our rental property at ***** Vetch, ***********. The windows were installed in the spring of 2022. Two issues that resulted from the installation included 1) A pair of windows that were ordered incorrectly by Home Depot and were unable to be installed and 2) The windows that were installed were not flashed correctly so that water is entering the home (Documented on December 3rd, 2022). On July 12th, I informed ******************************* (Installation Services Coordinator) of the two main issues and other minor issues (missing screens and other installation issues) and asked for a resolution to the problem. I have also corresponded with 2 other employees looking for a resolution (*********************** and ***********************). After repeated phone calls and e-mails, I still have not received a corrective action plan. I have fully paid the contract amount and I do not know what else to do, so I am reaching out to the BBB to seek resolution. My house has water entering it and I still have not received what I paid for.Business Response
Date: 02/10/2023
February 10, 2023
Sent Via ************************************************************ Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** 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 while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved.The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The Installation Manager has confirmed a scheduled installation appointment set for the repair or possible replacement of the windows on Feb 14 2023.
With that being said, The Home Depot has addressed our customers complaint.
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
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!Case# ********
Initial Complaint
Date:01/12/2023
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 a dishwasher for my daughter from their mobile app. I put under the search engine portable dishwasher ordered one and had it delivered because it was free. It was delivered OUTSIDE, not in my daughters apartment ( she was inside) . I called and complained about the delivery because no one could get to my daughters to bring it inside. Christmas week mind you! Nothing was done. Opened it and noticed it was not a portable dishwasher. Called again and I was told after a series of phone calls to bring it back to Home Depot in Taunton . ******* because thats where a new one would be received by myself. Brought the new one back to Taunton to return and pick up the correct machine. They would not accept the dishwasher because it was non returnable I guess . I asked for a manager, he talked to someone on the phone and said they had no record of my call to return to them . So I now emailed corporate offices and they said we had 48 hours to return or refuse the machine that was outside. And it was non returnable. I was never aware of neither and box or label did not mention. Im sure it may be in the companies electronic disclosures but not out front for them to see but hidden. I would just like them to pick up their dishwasher and refund me the price paid and tax. Order date and order # WB33442924 on 12/15/22 Delivered on 12/ 21/2022 *************************** ****************************************************** Danov1963@ gmail.com ************* Thank youBusiness Response
Date: 01/17/2023
January 17,2023
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 Executive Escalation Team called and spoke with ******************************* on January 17th regarding his order WB33442924. At this time, we offered the customer a refund as a one-time courtesy, and ****************** accepted the offer.
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 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
Phone: ***********************
Case: ********Initial Complaint
Date:01/12/2023
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 shopped at the Home Depot for a front entry door after having windows replaced by a local company. Home Depot offered 2 services, doors sold in store and installed by local contractors, or doors not sold in stores, but sold and installed by the Home Depots home services division. We chose the home services option and purchased a custom front entry door for approximately $6,000. We requested a storm door be included in the purchase, however home services stated they did not install storm doors and I would need to purchase a storm door from the local store after the entry door was installed. They stated to allow the entry door to settle which I knew to be b.s. The entry door arrived approximately 4 months later, as the salesman stated. The door however was not what we ordered. The color on the trim was wrong and the door and framing was one solid color. The door still looked acceptable and told them to go ahead and install it. We returned to the local store 2 weeks later and purchased a storm door for an additional $800 installed. When the installer arrived to do measurements, he stated Home Depot ordered the wrong door, and the frame was not flush so no storm door could be installed. We live in ********* and have harsh weather, there is no way Im going without a storm door. We contacted home services who lied about being able to install the storm door as well as whether our door could be ordered in store. Their solution was to order a trim kit extension for the entry door, so a storm door could be installed. 3 failed measurements, no communication from home services and now 10 months later, I still dont have a storm door or trim extension. Never trust this company, they get their money and disappear.Business Response
Date: 01/27/2023
January 27,2023
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 Mr. *********************** on January 27th regarding order #H4921-99055. At this time, ************** acknowledged that his entry door was installed on January 26th. We have requested that the touchup paint be shipped to the customer.
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: ********Customer Answer
Date: 02/03/2023
Complaint: 18729309
I am rejecting this response because:
Complaint: 18729309
I am rejecting this response because:
Included are photos of the crappy door and poor effort to fix mistakes on home services side. Paint is peeling off the frame around the trim on the sidelights. Home services took 3 measurements for the jam extensions, eventually requesting an extension piece custom made by the manufacturer to make the jam flush with the outer frame. They still couldnt get it right upon installation and the extension is short about 1/2in on the sides. Are you kidding me? Who the h*** runs this company. 2 voicemails left for installation and sales manager prior to install an no call back, only an installer to call me and set up an installation date.
The customer ********************** rep was nice and responsive, she did her job well. However, not an apology or offer to compensate their pathetic customer ********************** on the management side. Not even a gift card or discount offer. I wont even buy a paint brush at Home Depot again, nor wilI let anyone I know use any contractual services or installation services from Home Depot. My money goes elsewhere from now on.
Sincerely,
***********************
Sincerely,
***********************Business Response
Date: 02/10/2023
February 10, 2023
Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB 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 Mr. *********************** on January 27th regarding order #H4921-99055. At this time, ************** acknowledged that his entry door was installed on January 26th. We offered the customer compensation,and he accepted the offer.
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:01/12/2023
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 tried for over a month to get a refund from the Home Depot, ******, ** store without any success. I ordered cabinets to be installed and the company that Home Depot uses to install cabinets came out and gave me two different estimates and the second one was twice the cost of the first one. Then I looked the company up online and discovered that they had terrible reviews and some customers complained about the same thing I experienced with the price significantly increasing. So I emailed the Home Depot kitchen remodel rep to put the order on hold, while I looked around to see if I could find a company to do the installation. I had no luck so I decided to cancel the order.I then cancelled the order and requested a refund for my cabinets deposit of $19,292.21 on 12/8/22. I know that the cabinet company had not gone into production on the cabinets yet because I put in writing to Ces the Home depot kitchen remodel rep that I wanted them to hold off on the order when I got the installer price increase. I also received an email from Home Depot rep via the cabinet company that they wanted to go into production on the cabinets on 12/9/22 and I received a voicemail from the cabinet company on 11/30/22, which I have and played for the Home Depot Assistant Manager ***********************, stating that they would not go into production on the cabinets until they heard from **** have gone into the Home Depot store on three different occasions to try to resolve this issue and spoken to *********************** the assistant manager twice and another manager once. I have received one voicemail from a store manager called ****, however despite multiple attempts to get in contact with her, I have been unsuccessful. I have filed this with the Home Depot corporate office twice and received a case # ******** but that has also not been helpful in resolving this matter. Any help you can provide in this matter will be greatly appreciated.Business Response
Date: 01/13/2023
January 13, 2023
Attn:***********************, Trade Practice Specialist
Better Business Bureau 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 cabinets ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot will be cancelling and refunding the order.
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,
***********************
The Home Depot
Executive Escalations
Phone: *************************
Fax: ************
** Case#: 31254773Initial Complaint
Date:01/12/2023
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 recently purchased a set of new kitchen appliances (refrigerator, stove, *********************** from The Home Depot. In preparation for the delivery I donated my old appliances to Habitat for Humanity the day before the delivery date. On extremely short notice (and without so much as a phone call) The Home Depot rescheduled our appliance delivery for the next month. I have reached out to customer ********************** for reasonable accommodations during this delay period as I have no appliances. I have requested for them to provide a loan of a mini-**************** during this period. The Home Depot is unwilling to accommodate this VERY reasonable request, despite the lack of timely communication about the delay. I could have rescheduled my appliance donation but now I am without ANY kitchen appliances for 4+ weeks. This is unacceptable.Business Response
Date: 01/17/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:Rose Toal / BBB Case # 18729130
Dear ****************:
We acknowledge the receipt of the BBB Case # 18729130
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our ******************************.
The Home Depot has reviewed this case and apologized to ************* regarding her experience. Upon review, The Home Depot Online Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
Our Online Executive Escalations Team has provided the customer with a $500.00 e-gift card as a courtesy to cover the cost of the stovetop burners and mini fridge, as agreed upon. The customer understands that ********************** did not provide any guarantees of a delivery date and provided feedback regarding her customer ********************** experience. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:01/12/2023
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 returned a cabinet door I had purchased from Home Depot in ********, ********** as it was chipped. The sales **** **** told me that they would reimburse my credit card but till this day I have not received any money back.Business Response
Date: 01/18/2023
January 18, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Case #: 18727982
Dear **************:
We acknowledge the receipt of the BBB Case #: 18727982
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, where we forwarded our customers concerns to our **************** team for their immediate attention and assistance with resolution.The team contacted the customer via phone and offered a refund in the form of a check, to which the customer requested to receive via U.S. Mail within two weeks.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalation Support
The Home Depot -Customer Care
P: **********************
F: ************
Reference No. ********Customer Answer
Date: 01/20/2023
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. I am waiting now for the check from Home Depot for the refund.I thank you for your help in this matter.
Sincerely,
*************************
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