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
- 8,670 total complaints in the last 3 years.
- 2,519 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:01/10/2023
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.
Hi, I recently purchased an over the range microwave from them. I added the installation for a fee of $155 on 12/29/22. When the microwave was delivered the delivery drivers looked at the microwave, and stated that they could not install the item (on 01/03/23). I was informed that I could receive my refund, but I have visited the store and called many time without a refund. They have consistently failed to find a solution and claim there is a technology issue for a week. This is a huge inconvenience because not only do I need to hire someone to install my item, but I dont have the money for it. The employee *** informed me that I was scammed by them person who sold it because they are not supposed to charged installs fees because they no longer due electrical work. Please help me. Order number H4923-240298.
Business Response
Date: 01/23/2023
January 23, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding her appliance. The Home Depot has investigated this matter and has confirmed our customer has had a refund processed. ********************** considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********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.
I spent $12,000+ On new hardwood floors installed in my home. The floors are installed incorrectly and have started to warp less than a year from installation. I have been trying to get my local store to fix the problem for months, they are trying to blame it on a manufacturers defect and claim they are not responsible. I have had another installer look and tell me they appear to have been installed incorrectly, I told this to the store and was told a manager would call me. Never got a call.Business Response
Date: 01/25/2023
1/25/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: *************************/BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot District Service Manager has confirmed with the vendor that our customer has been offered 7 boxes of replacement flooring. An inspection was completed on 1/24 for the labor cost of the installation, once available we will continue to work with the installer on next steps to installation.
With that being said, the Home Depot does not consider this matter resolved and the case will remain open until final resolution is provided.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 03/01/2023
Purchased life proof flooring to be installed by home depot with a 25 year warranty on the floors. Floors and peeling and finish has been rubbing od less than a year after instillation. These floors cost me over $10,000 to be installed. Contacted home depot and their initial assessment found manufacturers defects to be the cause. They stated they could not refund me for floors as it was not their fault, they offered me 8boxs of flooring as a fix. It would take 57 boxes to replace the affected floors. When i would not accept that they had someone else come out to Assess the floors, All humidity reading were well within standard range but it was somehow determined the cause was from me spot cleaning my floor with a Swiffer and that too much moisture was being left on the floor. I let the escalation person know my floors are only spot cleaned and i have a dehumidifier running constantly. The way i have treated these floors is well in compliance with manufacturers standards. At this point they are offering me $1000 and 8 boxs of floors. I dont care whos fault this is, manufacturer, installer, act of god, etc. I need my floors replaced. I have tried to call the person assigned to my case 16 times so far with no call back. I have emailed asking for a call with no call back. I need this resolved ASAP before i have no choice but to hire an attorney, and at that point you will not only be reinstalling my floors but also paying my attorney fees.Business Response
Date: 03/16/2023
3/16/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* /BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot District Service Manager has confirmed after two separate inspections, the concerns with the flooring were due to topical moisture. It was determined that the flooring concerns was not due to a manufacture defect or installation of the product. With that information the vendor offered 8 boxes of replacement flooring as act of good faith to address concerns; she was also offered $1000 compensation which she has accepted. Our customers compensation and flooring will be issued upon the return of a signed settlement agreement.
With that being said, the Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: 31250824Initial 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.
On December 21st 2022 I placed an online order at the ********* Home Depot (Christmas gift) for a in stock item with extra,next day shipping too! Order #WB34060266 (Dewalt 20-******* XR Premium Lithium-Ion 5.0AH Battery Pack (2 pack) Expected it on Dec 22,2022 6:00 am-8:00pm printed on my paperwork) $134.10, Scheduled delivery $8,99,sales tax $9,39 Total $15248!!! Never got a email or call happen to check My Home Depot account info only to find my order was canceled? Called but didn't help,messaged them on face book only to find it was out of stock (not true by their site) Then they tell me I have to wait 3 to 5 day for my card to be credited ??? Not my problem they screwed up,but I have to wait 3-5 days to buy it in their store now.Late Christmas gift and not my fault Please help,Thank You (75 yr old Handicapped Vet too by on line mostly and have delivered tooBusiness Response
Date: 01/17/2023
January 17, 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 his order.
Home Depot has carefully reviewed all information pertaining to this matter. We have called and emailed our customer several times and have been unable to speak with him. He has not returned our calls or replied to our email so that we can respond with an appropriate resolution. With that 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.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
Case: ********Customer Answer
Date: 01/17/2023
I Haven't got any email but did get some messages saying to call ************************ it takes you to a odd customer site not a person try it yourself,tell them to send me a real ext number and email me I save all my emails so if they did I'd have it!!Business Response
Date: 01/25/2023
January 25, 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 Online Escalation Team has been in contact with our customer and the customer has agreed to compensation in the form of a Home Depot Gift Card. They will continue to answer his questions regarding the matter to his satisfaction.
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: 31231866Customer Answer
Date: 01/25/2023
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:01/09/2023
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 needed to buy a special light bulb to replace a burned one.The Home Depot website listed 5 available in *******. I went to the store that same day, Saturday, at 8:30 am and wasted an hour.I was looking for this item for 15 minutes.8:45 am. I asked ***, a floor employee for help. He checked the inventory on his hand-held device - 6 available. He diligently spent 15 minutes looking and found the shelf place with the item tag but with very different bulbs being placed there instead. 9:00 am. I asked if it would be possible for the store to order it for me with free shipping to my address since I drove to the store based on this item being available. *** advised me to ask the customer **************************** were 3 employees at their respective stations: *****, *** and ******. I was the only customer at the time.I started with *****, then it was *** who told me that I have to wait until someone checks the top shelf. After another wait I was told that the store does not have it and was transferred to ******.****** was not able to figure out the *** number of the item from their website displaying the item on my phone.It took all three of them to find the *** number.When I asked ****** to order with free shipping to my address, she started laughing at me. Then she accused me of being "disrespectful to her by telling (?) her what to do". I asked ****** to call a supervisor - she did not. I could not believe this rude and hostile "Customer **********************". I asked *** to call the manager. after a while *** called the manager and said that ****** was busy with a customer. I waited another 15 minutes and had to leave.4. I called from my home and got ****** on the phone. He said that his system does not allow free shipping. When I asked how other stores do it, he admitted that Home Depot has another ordering system which could do free shipping but still did not agree to do it. He insisted that it was me who requested ordering on-line which did not allow a free shipping.Business Response
Date: 01/12/2023
January 12, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
Re: *******************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot *******, **., store team partnered with another store and obtained the product for the customer and delivered the item to the customers home free of charge. ********************** was pleased with the outcome and thanked the store for the ****************.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 01/12/2023
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:01/09/2023
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 19 November I ordered garage door from Home Depot #**** in ********** and paid $1402 for the door and installment. On 19 December Home Depot informed me that the door will arrive on 27 December. The ** contracted installer, JDT Garage Door Service, sent me message on 9 December that the door is coming in the week of Christmas. Their next message on 29 December: Your door comes into Phoenix the week of 02/15/23 to 02/22/23. We will be able to pick it up the following week then schedule the installation. This was to slow. I located a local installer and on 4 January the door was installed. The same day, 1/4/23, I asked Home Depot to cancel order and return my money. After initial refusal to return money, their higher manager allowed to return me my money but withhold $210.30 for recall because that same day manufacturer, according to **, informed ** that the door is done. How could I know that the door will be ready on 1/4/23 and not 2/15/23-2/22/23 as ** told me? I want Home Depot apology and return of $210.30.Business Response
Date: 02/06/2023
February 6th, 2023
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: *********************/BBB (Better Business Bureau) Complaint#:18702411
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his garage door install.
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. The team has refunded the customer.
With that being said, we consider this case closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Initial Complaint
Date:01/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an ** LRFLC2706S Refrigerator from Home Depot Store #**** on 12/10/2022. I made the associate (sales person PJK809) aware that this was an ****** Star item and was supposed to be tax free. Per FL ****** Star Appliances Sales Tax Exemption Period. She said there was a form that needed to be filled out with the state and I could find it online and would be reimbursed. When I got home and looked into this I find that she was incorrect and I should NOT have been charged taxes on it in the store. I called the store on January 5th, 2023 and spoke with ******* who turned me over to *****. Each employee tried arguing with me that if their system didnt take off the tax then it wasnt energy star certified. I pointed them to **s website stating that the model is ****** star certified. I was told a manager would call me back.I was then contacted by ***** on Saturday, January 7th, who kept trying to argue with me about it. She kept telling me I was wrong, arguing about the situation, and saying theres nothing she can do. I am owed back the taxes paid on the ****** Star ** refrigerator I purchased. these taxes came to $161.04 I wish to be refunded for this ASAP. Here is the link showing the refrigerator is ****** Star Certified: **************************************************************************** My order #: H****-234607Business 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 01/10/2023
No further action needed; case closed.
We processed our customers refund and agreed on a 225-gift card, no further action needed.
We emailed the customer our contact information and discussed refund and compensation.
We contacted our customer by phone and apologized about the inconvenience of their tax refund.
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:************
**:31221118Customer 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 it has been resolved.
Sincerely,
*************************Initial Complaint
Date:01/09/2023
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 4-28-21 we signed an agreement with Home Depot for complete replacement of windows and a patio door. On 8-31-21 we received an install date of 9-2-21 which was postponed till 10-1-21. On 9-29-21 the install was rescheduled to *****-21 because they realized it was a 2 day job. The installation happened on ***** and *****. When the installation was finished, we were missing 2 screens and the installer said we needed a new lock for the patio door. The installer said he would put those in the notes and reorder the items. We waited several months with no contact from Home Depot about the items. We finally made contact with them around the beginning of April 2022 and they (******) advised they would have to research it. They found the installers notes and said the items were never ordered and would be ordered and created case #********. We noticed issues with the patio door so at the beginning of June we called again and they (*******) had no mention of the items being ordered or the case above but said they would look into it. We sent pictures of the door issue to them on 6-13-22. On 9-17-22 we emailed(*******) and did not hear back from her. She called on 10-6-22 and said that the items were in and an install date should be scheduled. On 10-12-22 we received a call for an installation for the screens, lock and replacement glass on the patio door for 10-26-22. No one showed up and we called inquiring. They called back on 10-27-22 and they said the screens were the wrong size and had to be reordered. We were offered a $500 gift card or $250 off our finance amount and it would be turned over to her mgr. We received a call from an Install manager (*******) on 11-8-22 and said she would need to come out and see the issues. She came out on 11-11-22 and saw the issues and said the screens and lock would need to be ordered, but the glass is in. It is now 1-9-23 and we still have no screens, lock or replacement glass for the door or any anticipated date for install.Business Response
Date: 02/08/2023
February 8th, 2023
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************************************************** 30303
RE: *********************/BBB (Better Business Bureau) Complaint#:
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his window and patio door install.
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. The team as ordered new screens and we are currently waiting for them to arrive, and we will install on 3/30/21.
With that being said, we do not consider this case closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Customer Answer
Date: 02/12/2023
Complaint: 18709416
I am rejecting this response because: The screens are already here and installed. This was completed on 1/12/23. An attempt was made to replace the patio glass, but the wrong side of the door was sent. Home Depot has to now reorder the correct patio glass and it is set to be in the warehouse on 3/22/23. An install was scheduled for the replacement patio glass on 3/30/23 not the screens.
Sincerely,
*********************Business Response
Date: 02/17/2023
February 17th, 2023
Attn: ***********************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************************ Tower, Suite 900
*******, ** 30303
RE: *********************/BBB (Better Business Bureau) Complaint#:
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his window and patio door install.
The Home Depot Online team is carefully reviewed and investigated this matter and offers the following in response to your concerns. The team has reordered the correct patio glass and it is set to be in the warehouse on 3/22/23,we will install on 3/30/21
With that being said, we do not consider this case closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF # ********Customer Answer
Date: 02/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this answer is satisfactory to me.But I DO NOT consider this issue closed till the door is on premise and installed and other issues are settled.
Sincerely,
*********************Initial Complaint
Date:01/09/2023
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.
About October 15, 2022 I paid a deposit using an AMEX card to Home Depot (**) for a contract H2693-173352 to install carpeting at 260 **********************, unit 10B. ** had previously measured the unit and has an inspection report. (This was initiated by the sellers agent; the contract is still in his name as ** says that it is "impossible" to change...perhaps it is for the best. The installation was scheduled for November 11, 2022 and was a precondition to our purchase of this property on November 16, 2022. When the ** installers (******** ************) showed up, they refused to install the carpet saying that they could not install a carpet over a floating wood (laminate) floor. This was the first time such a requirement was mentioned. They said they tried to call ** to resolve the matter, but could not make contact, and they left. Fortunately the condo association understood the circumstances (and the advice of our lawyer handling the closing) and permitted it to take place subject to an assurance that we would carpet the unit prior to occupying it. Since then we have been trying in vain (emails and phone calls) to get ** to provide us with a solution so that we can move forward. In the recent past, they and American Carpet are not even returning phone calls. But I will persist.It attempting to reschedule the installation, we added some other flooring tasks and ** came an measured the additional work. They sent me an email with a "quotation" which was greyed out, in small print, and difficult to read, and I referred the matter back to the ** store, instructing them to combine the two projects as they were closely connected. After numerous follow **** they sent me a pile of papers (mostly terms and conditions) and my reading of the papers left me with serious concerns. THEY DON'T RETURN MY CALLS.Business Response
Date: 01/20/2023
01/20/2023
Sent Via Email??
Attn:Ms. *****************;
Customer Experience Specialist??
**********************??
Serving Metro Atlanta, ****** & Northeast *******???
235 ********************************* Tower, Suite 900??
*******,** 30303??
RE: *********************/BBB Case # ********
?Dear **************:????
?We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his flooring installation.?
The Home Depot has carefully reviewed and investigated this matter. The carpeting is being installed today 01/20/2023 and the *** of the vinyl flooring to arrive is 01/26/2023, once the flooring has arrived our service provider will schedule a time with the customer to complete the job.
********************** considers this BBB case closed, but our case will remain open until the project is completed to the customers satisfaction.?
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.???
Sincerely,??
******* Clay
Executive Escalations???
Phone:***********************??
Fax:************??
Reference Number: 31221399Initial Complaint
Date:01/09/2023
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 December 1, 2022 I dropped off a new snow blower (never been used) at the Home Depot Repair Center in ************, **. I was told that I had to pay $30 and that I would be refunded the $30 should they deem that the issue was under warranty. They told me they would look at it that day and if they can't fix it they would have to send it out. I told the gentleman that if they can't fix it that I do NOT want it to be sent out and I'd pick it back up and take it apart myself. The gentleman said that wouldn't be a problem and would call me later on that day or the next to tell me they fixed it or to come get it. Well, after a few days I called up and was told it was sent out and when I asked how come I wasn't notified to come get it they said that it wasn't them that I had talked to and it's already gone. I was given the number ************ to call in a week or so to see if it has arrived. It wasn't until December 19, 2022 that I was told that they received it and it hasn't been looked at yet. Today, January 9, 2023, I called and was told that it's waiting on parts and they have no estimate as to when they'll receive them. This is/was a brand new Ryobi 40V 21" snow blower that was not even used a single time and was clearly evident when I brought it in. The only thing that worked on it was the headlight. I bought it as the end of last season to be prepared for this season and the fact that A) it didn't even power on and B) I was supposed to be able to pick it up and take it apart myself and had it sent out anyway is really frustrating.Business Response
Date: 01/16/2023
January 16, 2022
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their garage door.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding his tool repair. The Home Depot has investigated this matter and has contacted our customer and have been advised the product has been replaced by the store. The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 01/20/2023
Complaint: 18709920
I am rejecting this response because only because I had one final question. I forgot to ask in store but am I entitled to my $30 back that I had to pay when I dropped off the snow blower? They told me it would be refunded if it were deemed to be under warranty. Also, when you replied to me you put in "garage door" and though I understand that you copy and paste attention to detail goes a long way. One final note, how do I go about reviewing Home Depot items where it states, "[This review was collected as part of a promotion.]"?
Sincerely,
*********************Business Response
Date: 01/25/2023
January 25, 2022
Sent Via ****************************************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their garage door.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding his tool repair. The Home Depot has investigated this matter and has contacted our customer and have been advised the product has been replaced by the store. Our customer has also had a gift card processed for the amount paid to the tool rental center. The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 01/25/2023
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:01/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought a GE Microwave, had it installed by Home Depot 06/21, stopped working right after Christmas 12/22. Worked for maybe a total of 18 months. Warranty was 12 months, Home Depot said nothing they can do, contact GE and see if they can repair it.I had a GE Repair out at my house twice, first guy said its basically unfix able, these have a known overheating problem. It could be possibly be fixed for $800 which considering I paid $300 for it, I'm not gonna do Got a 2nd opinion from a second GE repair tech, and was told the unit overheated and then discovered that during installation that home depot performed, they never moved the vent fan plate in order for it to vent properly. It was venting into my walls which overheats the unit and is a major fire hazard for my home.Contacted Home Depot again and let them know that. Basically stating I know sometimes appliances just fail but considering now it was installed incorrectly and set up to fail. I would like either a refund or store credit, partial or otherwise because now I'm needing to purchase another microwave regardless.Was told again they will do nothing and barely even acknowledged this unit being installed incorrectly by Home Depot installersBusiness Response
Date: 01/12/2023
January 12, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case # ********Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations offered to buy out the defective appliance and the customer accepted. The customer was provided with a Settlement and Release Agreement to which he signed and returned.
Our team provided the customer with an electronic gift card by ********************** for $677.00.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number 31221015Customer Answer
Date: 01/12/2023
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,
*******************************
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