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.
- 3,426 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:01/09/2023
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.
I purchased a Champion Tall Height 2-Piece HIGH - EFFICIENCY **** GPF single Flush Elongated Toilet on 12/18/22 from Home Depot on the ***************, ******, **. It was showed on line that there was a $100.00 REBATE. I went to the front desk to ask for the form to fill out for the rebate, they said; you have to go to -**. Conservation to ***********. Received a call from ******* ************** which turned out to be Eversource, her email is *********************** She also stated they have been giving the wrong information out to the customers.The store (Home Depot) gave me the wrong information, so I went back to the store then they gave me a **. CONSERVATION CENTER.ORG / OPERATIONS CENTER ask for *****************************. she could not help at all. So, I then spoke to ************************* **************. The person said, you have to go through your town hall water **** to get the rebate. The town hall never heard of anything like this, they said: call Saving water partnership.org there phone #************. They said, you have to get it threw Home Depot. So this is why I am filing a complaint to BBB. Thank you, ******************* ******************************************
Business Response
Date: 01/12/2023
January 12,2023
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 store team has communicated that customer come into store to received rebate.
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
**-31221255Initial 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.
I purchased a zero turn through Home Depot online, Sunday 01/01/2023. It was delivered to my house and it was suppose to be signed for. The HOME DEPOT delivery guy dropped it off 01/03/2023, it was not signed for, the one and only picture he took of it was of the front view. When I got home, it was as damaged in the back and missing the trailer hitch and had a completely different brand, make and model owners manual crammed in it. I called online support, they tell me to take it up with store. Over the next couple of days I am bounced between online customers service and the store. I just want the exchange, the lady online said she was processing, they picked the zero turn back up on 01/04/2023. She said they would reorder from the company directly but I have to repurchase it. I will gladly do this once they process my refund so I can. I have the chat logs to all the conversations. As of Friday, I was told by the ********* location that it is not eligible for a refund because it was not in the same condition in which it was dropped off. Plus they are threatening to drop it back off at my house. I am sorry but we werent able to inspect it at the time of drop off, To our knowledge the way it was picked back up was the way it was dropped off not even 24 hours prior. I am not beyond obtaining a lawyer. The fact they dropped it off without me signing for it is a breach of contract. Plus The driver could have inspected it upon pick up and refused to pick it up if it did not meet their standards. Just like if the driver would have come to the door for a signature, someone could have inspected and refused delivery due to the damage and missing trailer hitch. Either way without my signature I never assumed responsibility for it and the fact they picked it back in whatever condition they are now claiming, is them reassuming responsibility for it. The manager is now claiming it was signed for, I would like to know the name and to see the forged signature.Business Response
Date: 01/11/2023
January 11, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Case #: 18708331
Dear **************:
We acknowledge the receipt of the BBB Case #: 18708331
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Online Executive Escalations team partnered with ***************** who processed the customer's refund. With that being said, ********************** considers this matter closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******* @ *************************).
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot
P: **********************
F: ************
Case #: ********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.
IT HAS BEEN SINCE 11/2022 THAT WE HAVE YET TO HAVE THE COUNTER TOP INSTALLED ALONG WITH THE SINK. IT WAS INFORMED THAT IT WOULD TAKE 3 TO 4 WEEKS FROM NOVEMBER TO HAVE INSTALL DONE. IT IS NOW WEEK 5 AND TO CONTINUE WASHING DISHES IN THE BATHROOM SINK AND OUTSIDE IN THE BACKYARD IS NOW EXTREMELY FRUSTARTING. PROOF OF IMAGES HAVE BEEN COPIED, PROOF OF PURCHASE AND CONVERSATIONS WITH MY SISTER VIA WHATSAPP HAVE BEEN PROVIDED UPON YOUR REQUEST. MY PARENTS ARE DISABLED AND THS IS NOT A JOKE, I NEED SOMEONE FROM BBB TO STEP IN ON THIS MATTER ASAP. IT WAS EASY FOR THE COMPANY TO TAKE THE MONEY AND EASY TO SIT ON THIS PROJECT AT THE END OF THE **** I AM REALLY TIRED AND HAVE EXHASUSTED MY PATIENCE, I LOOK FORWARD TO YOUR HELP AND DISCOUNT ON THE MATTER. HAVE A BLESSED ****Business Response
Date: 01/11/2023
January 11, 2023
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE:***************************/ BBB Case # ********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #: ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their recent ********************************* partnered with our Home Depot Interior Team; our team will be doing the installation for the countertop along with the sink on 1/17/2023. We will continue to follow-up with the customer.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
** Case# ********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.
October 19th, 2022 special ordered an exterior door, going out into the garage. It was supposed to be paneled (3) Steel Fire resistant, Ivory and no step with casing/molding. Was told a wait time of 4 to 6 weeks. Called Home Depot around November 16th and they said they did not know of our order. Around the 30th of November (due to Thanksgiving week) we go into Home Depot. At first they had a hard time finding our order, it took a while (30 minutes) for them to find our order. The person with whom we ordered the door had left employment with Home Depot. Finally they said our door was in at the store. we waited for the call for installation to be set up. No call came, so around December 7th we again had to go into Home Depot and this time they said they would look into it, we got a call and set up installation for December 12th. Time was to be between 8 a.m and 11 a.m. Installer did not show until at 11:35 a.m. the installer showed up. My wife had an appointment so had to leave at that time, I noticed the door, but it did not seem right. When my wife got home, she noticed the door was not what we had special ordered, so we went to Home Depot. Door Manager was not in so we had to wait. On the next day Door manager called said after talking with her she would look into it, we've been to this Home depot twice since then to get this corrected. Problems are: 1) Door has no code saying it's Fire Rated, 2) this door's frame is gouged in several places around the frame, 3) door is white not Ivory 4) door has no paneling and 5) door has a huge step on the inside making us wonder that is was installed totally wrong and door was not to have a step. My wife is handicapped and this step is a huge problem. She is tripping on this door and is stuck inside not able to do our laundry without my help. Home Depot keeps saying they will look into it but they are on vacation. We want the door we ordered correctly installed or completely $1,021.92 refundedBusiness Response
Date: 01/19/2023
01/19/2023
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 exterior door.?
The Home Depot has carefully reviewed and investigated this matter, and our team has ordered a new door (ETA 02/15/2023). Once the door has arrived our service provider will contact the to schedule the installation.
The Home Depot considers this BBB case closed, but our case will remain opened until the install 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: 31218542Initial 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.
12.31.22 purchased refrigerator for $1830.00 order #WP56178843. It was supposed to be delivered 01.04.23. I received a call from Home Depot saying someone would call me back in ***** hrs with order status. I didn't get a call so I called 01.05.23 and Home Depot said order status was still pending. I cancelled order since they had no date for shipment. Home Depot said they only would give me a partial refund of $189.68 immediately and I would have to wait 10 days to receive $1640.32!! This is fraudulent! The item never shipped and Home Depot doesn't know when it would be available. I should not have to wait for a credit for a "pending" credit card charge. It should have been cancelled immediately and the pending charge on my credit card is cancelled. Home Depot decided to charge my credit card and then tell me to wait for a credit for goods never shipped or receivedBusiness Response
Date: 01/17/2023
January 17, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB Case #: 18707425
Dear **************:
We acknowledge the receipt of the BBB Case #: 18707425
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations team for their immediate attention and assistance with resolution. The team contacted the customer via phone/email to advise that their refund processed back to their original payment method on 1/6/2023. The customer confirmed receipt of their refund.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalation Support
The Home Depot -Customer Care
P: **********************
F: ************
Reference No. ********Customer Answer
Date: 01/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:01/09/2023
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 am writing this compliant regarding the lost of $166.95 remaining balance on a HomeDepot Gift Card due to mistakes of HomeDepot customer ********************** and they couldn't help me remediate the issue. I had a $200 HomeDepot Gift Card and placed an online order (WP54387015 in amount of $33.05) for in-store pickup. The local HomeDepot store cancelled the order due to no inventory. I waited 9 days and still did not get the refund so I contacted HomeDepot on Dec 19th and they opened case #******** to issue a separate gift card of $33.05 for the refund.While I received a separate ** gift card with $33.05, I noticed my original gift card has been zero out. (The remaining balance on it was $166.95 on Dec 19th,2022 right before I contacted ** & opened case #********) I spent lots of time contacting ** afterwards and their ******************** even validated the original ** gift card was de-activated on Dec 19th with the remaining balance (so the money was not used) However, HomeDepot insist the deactivation was from the Gift Card issuer and refused to help me. My HomeDepot gift card was issued by ************* (or its affiliates ) and they did not deactivate the ** gift card from their side and couldn't help me at all. Based the timing of the events (gift card disabled right after I contacted ** about the refund) I believe HomeDepot side disabled my original gift card yet they are asking me to reach out to the original gift card issuer (who has nothing to do with this issue) for resolutions. I have sent ** customer care another email on Dec 27th, 2022 and still haven't heard back from them. Since it's clear this problem was caused by HomeDepot CS team and they can verify $166.95 remaining balance on my original HomeDepot Gift Card *********************** was not used. I like to see if BBB can help me forwarding this compliant to someone at ** who can review this case. I like to see ** issue me a new $166.95 ** gift card to make things right.Business Response
Date: 01/09/2023
January 9, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** 30303
RE: ********************* /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The customer was contacted and provided with a Home Depot e-gift card in the amount of the remaining balance, $166.95.The customer accepted the offer.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********Customer Answer
Date: 01/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:01/08/2023
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.
Ignored "Refused Delivery" of damaged online ordered & scheduled delivery items. * Refused to pick up items damaged prior to delivery when i paid extra for delivery, ordered online & reported damage same day of delivery.* Denied pick up of danaged items. Demanded I personally return damaged large construction materials to ************* store 60 mi & 3 states away.* I live in a remote agricultural area. Closest home depot in my state is 96 mi. Has not canceled TYVEK HomeWrap 2 in. x 164 ft. Housewrap Installation. On delivery confirmation - not in actual delivery. Scheduled to be delivered later. Requested canceled, but hasn't. * Refund scheduled delivery fee $79 + tax - unsatisfactory * 3 people present at delivery & inspected items. * verbal refusal of delivery to driver * Noted DELIVERY REFUSED & damage on delivery *************** wouldn't take it. Refused to return items to store..* left order in driveway.* Reported damage to store # on delivery ticket after attempting contact ******************************** for hrs. 2 hrs with no answer is unacceptable * Driver took pictures. * I should have no obligation or responsibility for the safety of items nor should I bear the expense nor effort to return it.* Driver left order blocking ingress/egress. After dark, going to my car, I fell over broken planks onto driveway injuring head, face, hands & breaking my prescription glasses. - fault with Home Depot because home depot employee did not acknowledge refusal of delivery * Women 73 yrs old don't recover from falls quickly & I've been in bed since!* Issue has cost 14 + hours, & literally my blood & tears Expect Refused Delivery acknowledgement & damaged items on # WP56439009 picked up @ NO CHARGE & delivery of replacements @ no charge by noon Jan 10, 2023, refund of delivery fee charge as it was unsatisfactory & has caused so much ************* to resolve, & cancellation of delayed housewrap on same order.Business Response
Date: 01/20/2023
January 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *********************** /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, The Home Depot Online Executive Escalation team contacted the customer to further assist. The store created a pickup and re-delivery for the missing and damaged items. The materials have been successfully delivered and the customer was contacted regarding the refund for the original order.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 31210332Initial Complaint
Date:01/08/2023
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.
Dear Home Depot,I find that asking for warranty issue through the BBB provides a faster and easier resolution. Going to the store is a waste of time, especially with Home Depot brand products. You have to lecture the representatives on WHY the product is under HD Warranty. My request is simple. Within the last year, I purchased ONE 4-pack of EcoSmart LED bulbs (A19 Daylight 60W) SKU# ********** (Model A9A19A60WT2064). I know it was within the last year, because when I needed them there was a large shortage of bulbs at all stores (pandemic related / supply shortage) and I couldn't find any available. Shelves were empty. I've already had to throw out 2 bulbs, and going to the store to ask for a warranty replacement will take longer and back-and-forth with the representative vs. asking for a simple $10 package be mailed to me as a replacement. There is no manufacturing date on the bulbs, but I know this package was purchased within the last year when I finally found an available package at a local Home Depot Store. However, these bulbs are failing on me. I use them on my bathroom vanity light. 2 of these bulbs already died and I've already thrown out as dead. They are supposed to last 10 years with normal usage. So far, 2 lasted less than 1 year and 2 left will probably die soon. That's all I ask. Thank you. Thank you God Bless you.Business Response
Date: 01/11/2023
Home Depot ******, Inc.
Customer Care
2455 Paces Ferry Road
*******, ******* 30339
More saving. More doing.SM
January 11th, 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 EcoSmart Light bulbs purchased from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. We have assisted ************************** with the warranty replacement process of his light bulbs.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***************************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone#*************************
Fax#**************
SF Case#: 31210299Customer Answer
Date: 01/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I also greatly appreciate the quick turnaround the Home Depot's quick willingness to resolve this. The representative went ABOVE AND BEYOND
Sincerely,
*******************************Initial Complaint
Date:01/08/2023
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.
To whom it may concern,I purchased a whirlpool washer and dryer on 11/17/22 at the Sterling Home Depot along with installation service of the washer and dry by Home Depot. (please see receipt)The Delivery was scheduled for 11/25/22. In order to be present for the delivery and installation of the washer and Dryer, I made arrangements to be available. I am a physician and was on call at the hospital on that day but arranged for a colleague to cover my shift so that I can be present for the delivery. I received a call from the Home Depot delivery service on the afternoon of 11/25/22 that my delivery was being cancelled and it will be rescheduled. I was extremely disappointed with the service because my whole afternoon was wasted.The delivery was rescheduled for 11/28/22. The washer and dryer was delivered and installed by the home depot team. The washer and dry was used for the first time on 11/30/22 since we were away for the next after the delivery of the units on 11/28/22. I discovered that the dryer was leaking water significantly. The following day I went to the Sterling Home Depot where I had purchased the units and told them about the water leak. I was told that installation team will be scheduled to check the hoses and make sure it was installed appropriately. The insulation team came on 12/6/22 and checked the units. They said there were no issues with the hoses and it may be because the filter was not clean even though it was the first time the machine was used. The following day the machine was used and again we noted a significant leakage of water from the dryer. Once again, I went to the Home Depot store that I had purchased the units and discussed the issue with the management team. Another inspection was schedule and performed on 12/13/22. The inspection team assessed the units and checked the hoses and stated that there was no issue with the hose and it was a defective dryer unit and needed to replaced. I asked for of their report but was told that the report was done electronically and I was allowed to take a picture of their report with my phone. (Please see the attached picture of the report). In their report they CLEARLY STATE that water is pouring from the dryer and all the connections and hoses are fine and a replacement is needed. Home Depot has not replaced the unit and insist that whirlpool would like to repair the unit. I dont want repairs to be performed on a brand new unit that I have purchased. It is a defective unit and needs to be replaced as stated by their own team. I am extremely disappointed and appalled with the service and the manner the situation has been handled. I would like to be refunded and the washer dryer returned. We are unable to use the units due to water leakage and it has been over a month that the matter has not been resolved. As stated I would like to return the units and fully refunded.Thank you,*********************** M.D.Business Response
Date: 01/10/2023
01/10/2022
Sent Via Email??
Attn:Ms. *****************;
Customer Experience Specialist??
**********************??
Serving Metro Atlanta, ****** & Northeast *******???
235 ********************************* Tower, Suite 900??
*******,** 30303??
RE: Yaqub BARAKI/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 appliance.?
The Home Depot has carefully reviewed and investigated this matter and has verified with the customer that store **** is assisting with resolving the issue. The customer was provided the online ************* contact information in case they need additional help.
The Home Depot considers 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 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: 31218212Initial Complaint
Date:01/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased windows and doors from Home Depot in 2021. They came out and installed the door(half ass) and could not install windows because they had measured them wrong after temping one window in. They told us they reordered them but we found out they did not reorder them until. July of 2022. They told us they came in in December of 2022 but they have not been installed as of this date. We financed this transaction thru them and have been paying without the job being done. We have been lied to and given the run around all thru this process. Our next move is to *** for breach of contract, fraud and violation of the truth and lending etc. We also have all of our documentation on phone calls and contacts with Home Depot and *******************Business Response
Date: 01/20/2023
January 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
RE: *****************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customers wife, ****** has been in contact with the installation team. We are currently waiting for an update on the customers replacement window order. Once the update is available it will be communicated to the customer.
Please know that it is *********************** goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 31123730Customer Answer
Date: 01/23/2023
08-7-2021 order and loan agreement signed for Home Depot .....******************************* Sales Rep told us it would be 90 days for windows and then schedule installation.
02/23/22 elite windows showed up for installation. Installed two doors and one window in rear. doors not adjusted right and screen hardware missing and window that was installed too short. we found all the windows were measured wrong and that they needed to be reordered. he called it in and said windows would be reordered.
03/7/22 We were told windows were reordered.by installer, should be 90 days and reschedule installation.
6/24/22 **** called complaint ***** about windows.
7/1/22 **** called and talked to project loan customer ********************** and was told home depot had reported the job as complete and did not not know about incomplete status.
7/5/22 **** called Home Depot complaint **** and filed complaint #********** with Jessicaat resolutions ***** said to expect e-mail response by 7/7/22.
7/13/22 recieved call from Home Depot from **** in ************ and he said he was looking into it.and left his number.
7/18/22 talked to **** at ************ ..still looking
08/04/2022 Received email stating still waiting on ETA of windows case #*******
8/16/22 **** called and talked to ******** and said update expected on 8/17/22
8/24/22 **** called **** and he said windows expected on sept 26th
9/28/22 **** called for **** at ************ and he was not availiable and his co worker told me delayed until 10/24/22
10/10/22 **** called and was told windows were on track for 10/24/22
10/24/22 called **** @********** she was escalation emails up.
11/7/22 ****** sending escalation emails up as well.
11/29/22 called and they said **** turned it over to service provider. He said all of the windows had been received .
12/6/22 called ************ sent escalation emails up again to **** and co ordinators.
12/29/22 called ************ and sent to ***** and she escalated the claim again.
We received a call from **** at your installation center and he said he was looking into it, so far after a week of searching he still has found nothing.
Business Response
Date: 02/23/2023
February 23, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***********, Suite 900 311
*******, ** 30303314
RE: ****** and *****************************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customers order has been fully located in the ************ warehouse. The order will be moved to the contractor to complete the installation job.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 31123730
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