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.
- 3,416 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:01/11/2023
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 Nov 28 22, I placed order WB31741378. The items were delayed, but arrived for pickup on Sun Dec 11. The pallet and product boxes were visibly damaged. I alerted the employee helping load my vehicle, and he said to take them home, see how much was damaged, and return the damaged ones for replacement. I followed his instructions and discovered all 13 boxes of the vinyl plank flooring were damaged. I contacted the store and was told to contact Home Depot online support, as the store could not do a replacement order for the same price (price increased since purchase was made). I contacted home depot online support via the text number. The agent placed CP55043759 as a replacement for me on December 17th 2022 and arranged a return for the damaged items. The replacement items were to be delivered to home on Monday January 9th. I received a shipment email on Dec 21 stating the items were shipped with ***** Express Lines, but no tracking number or anyway to contact them was provided. Clicking the tracking button did nothing, but the delivery date was still Jan 9. January 9 arrives and I get an email at 11:42am that my order was returned. Extremely confused, I contact the home depot online support as I never heard from the shipping company, never received product, and definitely did not return the order. The customer support agent told me that the shipper stated "customer refused shipment" which is entirely false. She said the only option was to replace the order for home delivery on Jan 23. I agreed to repurchase via the support platform. The agent sent me the wrong customers info. Then when creating the order again, the delivery date changed to Feb 7th. The agent told me to place the order via the normal website instead and they could try to credit afterwards. I said this was unacceptable, and asked for the issue to be escalated. The agent got combative with me and I quit responding. My contractor has been waiting 40 days to start on my project needing these planks.
Business Response
Date: 02/08/2023
February 8, 2023 Sent Via Email Attn: *************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
RE: *********************** / BBB Case #: ********
Dear **************:We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with Online Executive Team, who advised they emailed the customer advising he will need to place a new order to replace the two damaged orders that are refunded. To price his previous order, we sent him a $500.00 eGift (CSD6VYXK2R). In addition, we emailed Evolutions Flooring and requested they expedite the shipping process and add extra packing because the two prior shipments arrived damaged.
With that being said, The Home Depot Online Team will continue to follow-up accordingly. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31243917
Initial Complaint
Date:01/11/2023
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 ordered a medicine cabinet. When received it had a broken mirror. I contacted them at **********. The rep I spoke with was very helpful. She told me to keep it due to broken mirror. Did not want me handling it and getting cut. They would credit me for that one and send out another one. I received the other cabinet, broken frame. I have had a contractor in here twice to find both cabinets, 2 different visits, were broken. He said he has this happen all the time with Home Depot. He said he would return both to the Home Depot in ************* and he, along with me, agree I should not have to pay for the 3rd medicine cabinet due to all I am he has been through. It costs me $100 an hour for this contractor. Plus he has to go 40 miles one way to return these broken medicine cabinets. I called the company today, and they would offer me nothing! They didn't like the idea of him returning the items. They wanted me to box up the 2nd cabinet, and get it back to them. I feel I should be compensated for all this trouble with getting a medicine cabinet!!!Business Response
Date: 01/20/2023
January 20, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE: *********************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated January 10, 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 have advised:
Action(s)Taken 01/12/2023
There are no further actions needed; close case.
We emailed our contact information and summary of actions to the customer.
We had initially offered to replace her order for free. When we discovered she went to Menards to replace it, we offered and sent her a $200 eGift CSD6WDK2C7 for her inconvenience and customer retention.
We called ********************* at ************, and she stated she had already purchased a new vanity from Menards to replace the second damaged vanity.
With that being said, The Home Depot considers the customers concerns met, 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:************
**:31244015Customer 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.
Sincerely,
*********************Initial Complaint
Date:01/11/2023
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 placed an order with Home Depot online last year and it was supposed to be delivered on 1/5/23. After making 4 phone calls, some to people I could not understand from another country, I'm getting all different answers. I asked for a refund and was told I could not get one. From the 4 calls I've made to Home Depot, I'm gathering the item hasn't shipped and nobody knows where its at and meanwhile, I cannot use my sink until I get this part. I have bought thousands of dollars in merchandise from Home Depot and am appalled I'm being pushed off on a $20 item.Business Response
Date: 01/18/2023
January 18, 2023
Sent Via Email Attn: ***************************** Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **************************************************************************************************
RE: *****************************/ BBB Case #: ********
Dear ****************:We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who placed a new order under CP57088253 on 01/12/2023. The order was delivered on January 13, 2023. Our Online Team has sent the customer an email to confirm and currently awaiting a response.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,***************** The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 31244883
Customer Answer
Date: 01/19/2023
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:01/10/2023
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.
My husband and I paid just under $5000 to Home Services at The Home Depot in ****** ** for some new windows for our house. On 06/25/22 a rep came to our home, took measurements, and had us chose the window style. On 10/12/22 a contractor came, demolished our old windows, then unloaded the new ones from their van. As soon as we saw the new windows we knew right away something was wrong. They didnt look like the example picture of the style we chose when we made our order. We immediately called and spoke to a Home Depot rep who told us we would be provided with corrected windows as soon as possible and at no cost to us. The Home Depot rep advised us to let the contractor install the incorrect windows to fill the window holes temporarily until the corrected windows were ready, which could take a few weeks. At this point the contractor who had been overhearing the conversation cautioned us that he had seen Home Depot do this before to other customers and said that in his experience once the install is done Home Depot doesnt return to fix things. Based on the contractors warning we asked for some sort of proof that Home Depot would make it right. We were told we would receive an email first thing in the morning with order details for corrected windows. Since there were large open holes in our walls we felt we had no choice and had to let the contractor install the incorrect windows as Home Depot advised, but the following morning we did not receive the email we were promised. When we called about it we were told the person in charge was out of the office but would send something as soon as they returned. After weeks of pushing for HD to fix the situation a rep came to our house on 10/27/2022 and re-measured, but weve not heard from anyone since. When we reach out to the Home Depot we are told someone will get back to us but no one ever does. It is now over 6 months since we paid Home Depot for windows and we cant afford to go somewhere else and pay all over again.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 #: 18718932
Dear *************:
We acknowledge the receipt of the BBB Case #: 18718932.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with the District Install Manager,who is reviewing if the Grid pattern the customer requested can be made and is awaiting an answer from the ordering department.
With that being said, this matter is still being monitored and in progress until we reach a resolution.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter-Executive Escalations
Phone: ************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 02/06/2023
To whom it may concern with the Better Business Bureau,
I cannot in good conscience select the option on your site indicating that I've received a satisfactory resolution from the business The Home Depot. The home Depot has been very quick to reach out and respond to the issue which I appreciate, and they have proposed the solution of replacing the faulty products with corrected ones which is a resolution that I approve of. This being said however, the issue is not yet resolved as I am still waiting to receive the replacements and have had no word yet on when that will take place, if it can happen at all. Once the job is completed and I receive the correct product which I paid for, only then I will feel the issue had been resolved.
Sincerely,
**************************
Business Response
Date: 02/09/2023
February 9, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case #: 18718932
Dear *************:
We acknowledge the receipt of the BBB Case #: 18718932.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase with our company.
The Home Depot has carefully reviewed the customers rebuttal and investigated this matter. In doing so, we have reordered the glass which has an eta of February 24, 2023. Upon receipt of the merchandise,we will schedule a date to complete the installation.
With that being said, this matter is still being monitored and in progress until the installation is completed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter-Executive Escalations
Phone: ************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 02/13/2023
I understand that this issue is considered open and in progress until the installation is completed, and I appreciate *********************** diligently monitoring and steering this matter towards a resolution.
Im very pleased to hear that the glass has been reordered.I will patiently wait until the estimated timeframe of 2/24/23 to hear from someone at Home Depot regarding scheduling the installation.Sincerely,
************************** (The Customer)
Business Response
Date: 02/22/2023
February 22, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case #: 18718932
Dear *************:
We acknowledge the receipt of the BBB Case #: 18718932.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution to the customers rebuttal. The Home Depot partnered with the District Install Manager, who reordered the merchandise and has scheduled an installation date of March 2, 2023. The customer has been informed and agreed to the date to address all her concerns.
With that being said, this matter is still being monitored and in progress until we reach a resolution.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 03/24/2023
Complaint: 18718932
I am rejecting this response because: The Home Depot installer actually came on 03/06/2023 with two new panes for each window (6 panes total), however the right pane out of each pair was incorrectly made with the mullions crooked and slanted which I was told was a manufacturing error. The installer wanted to install them anyway but I refused and only accepted an install of the left panes with the straight mullions. Consequently I now have only the left half of each window and the right side of each still has the incorrectly made panes they installed last fall that I had opened the BBB complaint over. The installer said he would put in a request to have the left panes re-made (again) so I am back to where I started with waiting for The Home Depot to provide me with some windows.
Sincerely,
***********************Business Response
Date: 03/28/2023
March 28, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***********************/ BBB Case #: 18718932
Dear *************:
We acknowledge the receipt of the BBB Case #: 18718932.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution to the customers rebuttal. The Home Depot placed a reorder for the merchandise due to a manufacturing error. Once the merchandise received The Home Depot will schedule an installation date.
With that being said, this matter is still being monitored and in progress until the installation is completed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter-Executive Escalations
Phone: ************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: ********Customer Answer
Date: 04/18/2023
I've had a very busy couple of weeks and hadn't been keeping up with my inbox, causing me to fall behind on a few things including this issue. I would like to request that the BBB complaint be kept open until the replacement windows are received, checked for accuracy, and installed. I will make a more concerted effort on my part to follow up on the BBB emails within the 7 day time frame allotted to me. Thank you for all the help with this ongoing issue. I'm aware that the Home Depot is currently waiting on the manufacturer and I will continue to wait patiently for the Home Depots notification that this third round of windows is ready for install.
Business Response
Date: 04/19/2023
April 19, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ***********************/ BBB Case #: 18718932
Dear *************:
We acknowledge the receipt of the BBB Case #: 18718932.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our partners, who spoke to the customer. The customer has been informed of the new eta date. The District Install Manager will follow-up with the customer once the merchandise has been received to schedule a site visit.
This matter is still being monitored and in progress until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
**********************;
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: 31232733Customer Answer
Date: 04/24/2023
Complaint: 18718932
I am rejecting this response because: This matter is still being monitored and in progress until we reach a final resolution.
Sincerely,
***********************Initial Complaint
Date:01/10/2023
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.
Several years ago I purchased 2 Glacier Bay Bathroom sink faucets #***-122.In early November 2022 I called and requested 2Replacement pop up assembly parts#RP4022802 as covered in its Guarantee.I spoke to ***** @ ***********************.I received 2 Lift Up Rods[Wrong Parts]and was given a case # ********.The parts were never received and I was told they were lost by the shipper,Again I called and spoke to ***** who shipped the item on 12/14/2022.order # ******.Problem is only ONE and I have requested 2.Now several calls to several Numbers and speaking to several people over several weeks as listed below.12/26/2022 Spoke to **** @1 800 466 3337.01/07/2023 Spoke to ****@ 1 800 466 3337.01/09/2023 Spoke to Sebastion @**************.A several others all telling me"they will take care of it","its been shipped",I will call you back".NOTHING HAS BEEN DONE.I've been lied to, disconnected,told it has been corrected.THE POOREST SERVICE I HAVE EVER EXPERIENCED!Business Response
Date: 01/20/2023
January 20, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: *************************** /BBB Complaint#: 18719517
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding his part replacement.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Proprietary Brand Team. The proprietary brand team contacted the manufacture for the second (2nd) replacement part. The manufacture has provided an unknown ETA at this time. After speaking with the customer he has hire his own repair person to complete repairs. The customer has been offered compensation for the inconvenience and he has accepted no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all 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
P: ********************
F: ************
SF: # ********Customer Answer
Date: 01/24/2023
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:01/10/2023
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 May 13, 2018 I purchased a refrigerator from Home Depot with a warranty of five years at a total cost of $697.44. On December 23, 2022 I made an appointment with a Homeport technician to have my refrigerator repaired because it had been having issues cooling. The day of the appointment the technician was not able to resolve the issue. I then made a second appointment January, 09 2023 and no technicians showed up. As a result of this, I would like to request the company to replace the refrigerator for a new one. I believe this is a feasible solution because the warranty covers both repairs and replacements.Business Response
Date: 01/12/2023
January 12, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ***************************** /BBB Complaint#: 18719252
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance installation with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the Asurion in regard to replacement or buyout for ****************** refrigerator. Asurion has approved buyout for the customer. The customer has been informed by ******* and has accepted the offer. The online team has also confirmed with the customer with the decision by *******. The customer has accepted the offer no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all 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
P: ********************
F: ************
SF: # ********/Online 31237110Initial Complaint
Date:01/10/2023
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 ********************** on 11/26/22 at the Home Depot in Manahawkin, **. I received delivery on 12/14/2022, a washer, dryer & 1 pedistal. One of the pedestals were damaged so I needed to make an appointment for a replacement. The dryer door was supposed to be taken off & reversed at time of delivery, but the person that delivered the ************** said when they came back to deliver the pedistal the other delivery men would do it. I made another appointment for the delivery of the pedestal & for them to change the dryer door to open on the opposite side. They were supposed to come back on 12/20/22, but when they got here they had a washing machine instead of a pedestal. I re-scheduled for the 3rd time on 12/23/22. At this time the delivery person attempted to take the dryer door off to reverse ******* broke the door. He then attempted to switch the positions of the ************** & also broke the door on the washing machine. While doing this they also cracked my tile floor. I called & made another appointment for them to remover the damaged ************** & bring me a new set. I was told they were going to bring a new ************** & on 12/26/22 they came to my house with another pedistal. A fifth appointment was made for 12/31/22... another day waisted waiting for delivery & no new **************. After calling resolutions AGAIN, along with calling the Home Depot Manahawkin store, I was promised (& received a detailed email stating so) that I would have a new ************** delivered on 1/7/2023 with "white glove treatment." On 1/7/2023 the delivery men came with only a washing machine. They aid ******* approved me for a new dryer & then changed their mind. They could not install the new washer without removing the dryer. They need to be done at the same time, because of the tight space. I can't tell you how many hours I've spent on the phone just trying to get a simple ************** that I paid over $2,000 for. The manager of the Home depot store, ***, wanted me to settle for a dryer with a damaged door & have a tech come to fix it & told me it would be impossible to have a new ************** delivered at the same time. The last 2 times the delivery men were at my house said that I needed new machines because they couldn't be fixed. I shouldn't have to settle for that even if they could be fixed!This is so crazy that they making me do this... countless hours on the phone being connected from one person to another & I still have 2 broken machines in my home! Please help me get what I paid for, a new **************. Thank you!I didn't document every phone call because I did not anticipate this happening.12/14 - ************** I spoke to *****, ************** (general office assoc)******************* Depot Manahawkin 12/26 ************** ******* 12/31 " " " ***** then connected me to **** at ******* 1/2 ****** @ Home Depot Manahawkin 1/7 ***, manager Home Depot Manahawkin 1/9 & 1/10 *** manager Home Depot Manahawkin 1/9 **** - Home Depot Corporate Resolutions **************. She said she spoke with ******************** ******************** Manager) and that he would call me... never called.Countless other calls to *************************************** StoreBusiness Response
Date: 01/27/2023
January 27, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: *******************************/BBB Complaint#: 18719358
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance installation with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted **************** regarding her washer and dryer delivery. The online Executive Team has confirmed that delivery and installation has been completed on the reschedule date of 01/21/2023. The customer was offered compensation and is satisfied with the resolution; no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all 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
P: ********************
F: ************
SF: # ********/Online 31236675Initial Complaint
Date:01/10/2023
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.
Purchase of kitchen, came to HD for plans and have had a very terrible experience. My kitchen is not useable because they never came back to finish instalation of cabinets and are very rude at the store. The planner and the manager said I was welcome to take my business elsewhere.Business Response
Date: 01/17/2023
January 17, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB Case # ********
Dear *****************************:
We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding order ************ for a kitchen remodel.
The Home Depot has reviewed this case and reached out to all parties involved. Specialty Assistant Store Manager and installer visited the home on 1/17 to evaluate what needed to be addressed. A recap of the visit, as follows, was shared with the customer:
Items to be ordered/confirmed arrival:
-Both corner cabinets have damaged shelves (1 each) - store will get replacements on order.
-Shelving pegs were confirmed to be onsite.
-Molding confirmed to be onsite.
-Upper cabinets doors for cabinets to the left and right of stove are damaged (1 each)- store will get replacements on order.
Items to be resolved by install team:
Electrical for microwave still needs to be finished.
Microwave to be installed.
Once replacement doors arrive, they will be installed.
Remove glue in corner cabinet (Left of sink)
Touchup missing paint on exterior of corner cabinet (left of sink)
Wipe down cabinets to remove smudging
Install molding above window (Store compensating labor costs)
Installation of cabinet hardware (hardware needs to be onsite prior to install appointment)
Information needed from customer:
Confirmation on if Home ********************** is installing countertops. If so, we will schedule a time that customer and myself are available to meet at the store to go over the options. (Countertop installers will not be able to install a non-new/non-home depot purchased sink.)
Need confirmation on if customer is opting for Home ********************** to finish sink reconnect instead of the refund that we had previously spoken about for the unfinished labor.
Need to know if customer prefers to have installers out to fix items that can immediately be resolved, and then a 2nd trip for items that have to be ordered per above, or if customer would like everything done on one trip.
Miscellaneous items:
$300 will compensated after all items are resolved for the sink/faucet
With that said, please note this matter will remain open in our office until the punch list has been completed and customer compensated.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Customer Answer
Date: 01/19/2023
Hello the offer for $300 was reimbursement for the items disposed of against my will, sink and faucet, at demolition. The pegs were onsite and I had to do the work myself in order to put shelves and kitchen items away. The truth of the matter is that this is not a fair response. Also two shelves are messed up on one corner unit and one shelf on another corner cabinet. There are other details not accurately represented. The fact remains I have an incomplete installation, not according to quality advertised. I understand the promised items to be addressed but would like a compensation for the time lost, over a month, in which there was no communication, no effort to complete the installation, and I had to take these matters to my own time and hassle by trying to get help at a higher level. It is not what is advertised. I already accepted the reimbursement for the disposed of items and want to receive it, and this complaint has nothing to do with that. Please provide either a refund on installation or cabinets and convey to corporate the issues with this offer communication.
As for the fact that my perfectly useful sink was disposed of and now a replacement will not be able to be installed unless yada yada that is really a way of forcing me to make more purchases through HD when I already am maxed out. Iwould like to be compensated.
I also am concerned why the faucet reimbursement is even mentioned and should be made available immediately.
The cabinet installation corrections should not be held up while any other matters are discussed . I said to come do what can be done immediately and other items as presented. Please provide appropriate compensation in the way of refund to my credit card payment.
Business Response
Date: 01/30/2023
January 30, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB Case # ********
Dear *****************************:
We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding order ************ for a kitchen remodel.
The Home Depot has reviewed this case and reached out to all parties involved. On Friday 1/28/2023 the following was completed:
Installed cabinet hardware location as per customer request
******************** crown molding over window
Replaced dishwasher cord
Removed glue in corner cabinet
Wiped down cabinets
Microwave outlet set in cabinet
Touch ups
The following could not be complete:
Microwave could not be installed due to customer not having on site
Light over sink could not be installed, customer had 2 on site but could not decide at this time which to have installed.
Replace upper cabinet doors left and right of stove
Replace 2 shelves for corner cabinets
Once the cabinet doors and shelves are received, we will make arrangements to complete the installation. With that said, please note this matter will remain open in our office until the punch list has been completed and customer has been compensated.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Customer Answer
Date: 02/01/2023
The installation isnt complete. This project took months longer due to lack of communication and I would like compensation as well as the repairs.
microwave is available and doors
toe kick etc not installed. He said he has to wait until floors go down this process was not what I expected because the designer failed to give the instructions and to communicate professionally. (Anyone can use a computer program). The installation was not what I expected because materials had to lay around and (the kitchen has been unusable two months. ) has occurred in staggered phases. Please leave the case open to oversee that they will finish
Business Response
Date: 02/03/2023
February 3, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB Case # ********
Dear *****************************:
We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding order ************ for a kitchen remodel.
The Home Depot does not considers this matter resolved and request additional time to get this completed for the customer.
Microwave could not be installed due to customer not having on site
Light over sink could not be installed, customer had 2 on site but could not decide at this time which to have installed.
Replace upper cabinet doors left and right of stove
Replace 2 shelves for corner cabinets
Once the cabinet doors and shelves are received, we will make arrangements to complete the installation. With that said, please note this matter will remain open in our office until the punch list has been completed and customer has been compensated.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Customer Answer
Date: 03/15/2023
Kustom has failed to address the damage done to my personal belongings and home by their contracted workers. They have not reimbursed me or corrected it. They took some items and did not compensate or return them. They also did not comp. They left wires dangling from the ceiling, did not caulk correctly, broke the vanitydoor downstairs, stained the new tub base, broke the upstairs vanity drawer and incorrectly replaced manufacturer parts with non matching ones. They broke my briock steps and did not correctly repair it, they stained and or broke my ductwork and did not address, they have a lengthy "punch list" however they continue to lie and say they did work thay have not completed or attempted, and they have not made a corrected billing statement itemized as requested. They are not only breaking contract but stealing funds and performing unprofessional and unethical work. This location should be fined and closed. Staff including ***************************** and ******************* should be fired. Quality professionals should be sent to repair this terrible work. This is a scam.Business Response
Date: 03/20/2023
March 20, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *******************/ BBB Case #********
Dear *****************************:
We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding order ************ for a kitchen remodel.
The Home Depot provided the customer with a list of accommodations given and offered to set the dishwasher once she has the necessary drain and water connections Metro Renovations previously refunded her for, completed. Please see attached letter. This rebuttal may be for a difference claim; The Home Depot does not contract Kustom and is not affiliated with the 2 names listed in the rebuttal.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 30939094...Customer Answer
Date: 03/22/2023
Complaint: 18717882
I am rejecting this response because:
I do understand that they were not working with Kustom and Im sorry that was a mistake. On my part by complaint is against metro, and the way that I was treated because they didnt communicate with me, but Home Depot also failed to provide a Kitchen design experience and I would like a full refund of the installation because there were doors and they still are Flood doors and there was shoddy work done, but they represent that you will end up with a professionally designed kitchen, and really all they wanna do is sell you cabinets that you could takeoff the shelf yourself and I could have done that so they wasted my time and my money for six months And convinced me to get a credit card and its just really irresponsible behavior and just at the end of the day all they want us to make extra money at the expense of unsuspecting customers. I really wish I could tell you just to take it all out, but I already installed the countertop and I was originally going to do everything through Home Depot, but two employees told me that I was welcome to take my business elsewhere so I did. Then they penalized me and punished me. Metro renovations Intentionally disabled my dishwasher. They should have made everything back the exact way that they found it and instead they made it not operable as well as took into their own hands to fail to communicate with me or make a decent timeline so I really am upset that theres no accountability and no accommodation or compensation, because all Ive been paid back for is what they stole from me, which was a faucet and sink, and they didnt even pay the full value.
Sincerely,
*******************Initial Complaint
Date:01/10/2023
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 went into Home Depot seeking advice regarding painting a bookshelf. I was sold Poly stain in glossy black with a brush to apply the oil. The color was perfect the dilemma was the brush bristles came off in the paint. Being a novice painter, I applied the oil and as a result, it left clearly visible brush strokes on my bookshelf. I contacted my painter who advised me I should've used a special role with a certain type of brush bristle to have a flawless look. As a result, I went into buy the new brush and did a cash transaction this morning at the self-serve - it dispensed $11.08 in change which I forgot to take (my error). I just want the reps on the floor to have more training if they don't the answer just say they don't know. The wrong answer caused me time, money and a botched-looking bookshelf. The information given was no reflection of their attitude the employees were extremely helpful and pleasant - I just got the wrong information. I can submit pictures and receipts if need be.Business Response
Date: 01/20/2023
January 20, 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 incorrect information that led to the purchase of the wrong brush for high gloss paint application needed.
The Home Depot has carefully reviewed all information pertaining to this matter, I have apologized to the customer, and I contacted the Springfield Gardens Home Depot Store #**** ***************** as to the issue and I have issued ****************** a $100 Home Depot E-gift card because of the inconvenience and added expense to her shelf painting project.
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,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
** Case#: 31232145Initial Complaint
Date:01/10/2023
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.
Online order number WE12047824 **** cu ft top freezer Frigidaire I ordered on Dec 20 online It was delivered Jan 2 2023 When it was delivered the delivery company told me to check it out and the back of the refrigerator was all dented out. I told them and he gave me a card with a number and I called them after they left. I had no choice on accepted the delivery due to me not having a refrigerator. The lady I talked to said she can have me 130 dollars off the bill and I said that seems low for a damage brand new refrigerator. She then upped it to 150 plus tax total was 159. And she said are you ok with that and I said no the damage is severe and I am worried about having problems with the appliance down the road. I said I want it to be looked at. She called Frigidaire and they were closed due to the holiday. She told me to call back the next day and they will contact them again. I then got a man on the phone and he told me he cant call them I had to. I called Frigidaire and they scheduled a repair company to come out and look at the damage. And frigidaire told me that the repair can not put the new piece on that I had to, I have never heard of this.I then emailed Home Depot online executive escalations support department and they said they are coming out Friday. Then they changed the appointment to Tuesday. I schedule off work to be here and they never showed. It has been a complete run around with this issue with the Home Depot. They A1 appliance repair came today and took pitcher which Home Depot all ready has on file and that is all he did today. He said the refrigerator is not fixable and needs to be replaced. He said I have to fight with Home Depot to get a replacement. I have emailed the executive escalations many times this week and last and never heard a response from them. I am highly upset of this whole situation and hope I can come out with a resolution. Thank you *************************Business Response
Date: 01/18/2023
January 18,2023
Attn: Ms.***********************
Customer 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 regarding their Experience with our company.
Home Depot Online Team has informed that Electrolux approved the replacement; the team will complete the drop off and pickup of the damaged unit on 01/19/2023.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
**-31232085Customer Answer
Date: 08/21/2025
Home depot delivered the wrong freezer and a broken fridge to me. I tried to refuse delivery but they would not allow me. I then had to wait for someone else to come pick it up which happened about a week later. They are still trying to get me to pay for delivery for their damaged items that I returned.Business Response
Date: 08/25/2025
August 25, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
***********, Suite 900 311
****************
RE: ******* *****/BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team encouraged the customer to partner with the manufacturer since the product is no longer warranted. Customer is aware that there may be possible charges.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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: ********
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