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
- 12,211 total complaints in the last 3 years.
- 3,514 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:07/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depot installed our impact windows, 6 years after the fact and we are still having issues. French door is leaking water into the wall, the door has being replaced 5 times and a 6th door is on the way. Home Depot keep blaming PGT because the doors are not coming with the seal. Home Depot has "repaired" everything in different occasion and keep "replacing" the door because that is supposed to fix it.Once again, we keep having the same issues, Home Depot's manager came an inspected everything and promised once again that everything will be resolved. Then they said an inspector from PGT needs to come check it out, and it hasn't happened. At this point we have being paying for 6 years the impact doors/windows and for the installation which it was done incorrectly and faulty. We want our money back for whatever we paid for that French door plus damage and losses (having to take off work everything single time they decided to replace the door). We also requested ***** times to have a company check for mold and Home Depot has not provided one.At this point if we don't get our money back in a timely manner, Home Depot will be getting a call from our lawyer.
Business Response
Date: 08/19/2022
August 19, 2022
Sent Via ****************************************************** 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 valued customer may have experienced while shopping with our company.
The Home Depot has reviewed this case. Our business partners with Home Depot Installation Services (HDIS) have been handling this case as all information for it has been forward to the local branch office for review. In doing so, HDIS completed an inspection of the property on 6/22/2022. Upon inspection, the customer was requesting that all windows and doors be replaced on the property. From our observation, all windows and doors were installed correctly. The customer had not maintained their windows on the exterior of the property, and, over the 6 years, the caulking needed to be maintained. As a customer satisfaction, we sent a ********************** provider to the property the following day ,6/24/2022, to correct the exterior finish and advised the customer, from that day going forward, they will be responsible for any exterior or interior maintenance. We have opened a General Liability Claim (GL Claim # ***********) for this project for possible damages.
HDIS has advised they have carefully reviewed and investigated this matter. Based on our findings, we must respectfully deny their request for a refund. We apologize if the outcome of this decision does not meet your expectations.
With that said, we have addressed the customers concern and consider this matter resolved.
***** 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.
Sincerely,
Sade Shumake
Home Depot Customer Care
Executive Escalations Team
Phone# *************************
SF Case#: 29612497Customer Answer
Date: 08/22/2022
Complaint: 17620338
I am rejecting this response because:We resolved the situation with the windows, as in the emails, the french door is still damaged and leaking water, the refund request was only for the door, interest paid, damages and losses. The local branch has been negligent and we are actually working with ***********************************, and he is trying to get this resolved with the insurance and your legal department. As of today the door is still defective and needs to be replaced, it is still leaking water and causing damage to the home. This claim cannot be closed until it is all resolved, as this job has been replaced ) times in the span of 6 years.
********************* which is the local branch manager is out on leave. As per Home Depots customer satisfaction guarantee, and the warranty on the work and French door this needs to be resolved, and since it has been 5 times changed, it only logical that HD quality is not at par. Hence we want a refund for the door and all other related expenses.
Sincerely,
***********************Business Response
Date: 08/23/2022
August 23, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with his window installation.
As previously stated, The Home Depot has reviewed this case. Our business partners with Home Depot Installation Services (HDIS) have been handling this case as all information for it has been forward to the local branch office for review. In doing so, HDIS completed an inspection of the property on 6/22/2022. Upon inspection, the customer was requesting that all windows and doors be replaced on the property. From our observation, all windows and doors were installed correctly. The customer had not maintained their windows on the exterior of the property, and, over the 6 years, the caulking needed to be maintained. As a customer satisfaction, we sent a ********************** provider to the property the following day ,6/24/2022, to correct the exterior finish and advised the customer, from that day going forward, they will be responsible for any exterior or interior maintenance. We have opened a General Liability Claim (** Claim # ***********) for this project for possible damages.
This case will no longer be handled by our Executive Escalations team due to a legal claim being filed. The claims department will be in direct contact with the customer regarding this matter.
-Customer looks to be requesting that his ******************** claim remain open until the ** claim is resolved.
We will be in direct contact with the customer until the project is completed to the customers satisfaction.
As previously stated, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF#********Customer Answer
Date: 08/25/2022
Complaint: 17620338
I am rejecting this response because:As mentioned, the inspection found that the windows were short, not that any type of sealant was missing. I agreed with ************** to seal the 1/2 inch missing with Concrete, i have this in writing from ************* email. This was completed in June-2022
The French door has been replaced several times and this last time in May-2022 came damaged again and it was to be reordered due to scrapes on the frame.This is aside from the leaking on the glass panels that is causing the damage for the claim.
This is a message sent on an email directly:
This is to clarify the status of this work and the issues that have occurred, as it seems that things are not clear based on some feedback from the claim on the Better Business Bureau.
This work is 6 years old, we purchased the windows and French Door brand PGT from Home Depot.
We have asked several times for a company to check for mold and no one has done so.
The French Door has been replaced 4 times with the 5 one pending. All due to leaks on the seals in the glass from the side panels.
We reported the most recent issue in AUG-21. Hence the came to fix and realized that the seal was bad again. There was substantial damage to the wall and the footboards. New door was ordered.
May-22 new door was installed, and damages to the wall were fixed with sealant. (Not dry wall or plaster. Also door came with damages, which required to be reordered. During install we asked about the dark spots in windows, they said the windows were short about half an inch. We ask for a second advised from another contractor, and it was confirmed. All windows were 1/2 inch short on length.
We were advised by ********************************* and the contractor that everything was being reordered windows and door. A few days later contractor came to retake measurements.
May 16, 2022 i sent ********************************* a message letting him know that we had a lot of water coming in, and it was in the new door installed, the damages that came with the door was in the top side of the door. The leak was again in the side panels.
May 20, 2022 i sent an email confirming that the measurement were taken for the window and the temporary seal of the leaks was done.
May 24, 2022 ******* advises me that ********************* will be taking over our issues.
June 3, 2022 i sent an email letting them know that water was coming in again. Same day reply that contractor will coming again.
June 21, 2022 I sent an email following up and ********************* called me to come in and inspect. He said the windows were short, but that the contractor tried to use a plastic mold with sealant, and that we would be responsible for resealing, i told his that that is wrong, and that either he got the windows replaced, or get a cement stucco placed there for water not to come in. He agreed to stucco.
June 29, 2022, contractor came sealed the leak from door, and installed stucco. I was advised PGT would come in the following week to inspect.
July 14, 2022 i sent an email following up. No response
July 28, 2022, due to lack of response and damages still in place, i requested a refund for the door and related expenses. At the same time, we opened complaints against Home Depot in the Better Business Bureau.
I sent a full break down of the refund request, ************* said we would get a response by mail with in a couple of days on 07/28/2022. We are in 8/23 and still nothing.
There is an insurance claim with the ** liability insurance, but even they have no response, and they were provided the incorrect information on the door manufacturer by **********************
Currently water is still coming in as there is water marks in the sealant placed on the walls, the footboards are damaged again, and there seems to be water damage in the kitchen cabinets founds this week.
I sent out an email to ** leadership to try to get this resolved and **************** responded and advised he will try to help. I am pending on his response.
FYI, all of this was recorded by either text messages or email.This claim needs to remain open until we get the door replaced or refunded, and we are compensated for the damages in our home.
Sincerely,
***********************Initial Complaint
Date:07/25/2022
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 June 27, 2022 my wife and I ordered a ** Electronic Dishwasher online (Order #WB16998226). The order included parts kit, installation and haul away for the old dishwasher. The appliance was delivered on June 1st. When the delivery team were unable to install because the dishwasher location was not next to the kitchen sink. They said they cannot install the dishwasher unless it was next to the sink. So I agreed to take the ****************** kit and they said I would be refunded for the ************************* away fees. On July 5th I contacted Home Depot Customer Support *************) who told me that I should get a refund in 5 to 7 days.On July 7th I called Customer support again a talked with ****** stating that I have not received a refund. After being put on hold for a while, she said transferred me to Appliance. I talked with Tomba and he stated he saw my request of 7/5 and that there has not been anything done. He said someone will call.Today is 7/25 and I'm still waiting for someone from Home Depot to call.I installed the dishwasher myself and took the old one to the dump. I would like to be refunded for the ************************* away fee as they indicated I would be. This is one month from my online order.Business Response
Date: 07/27/2022
July 27, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***** *************************** / BBB Compliant # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation called and spoke with Mr. *************************** on July 26th regarding his order #WB16998226.There was a refund issued, compensation offered, and the customer accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:29613055Customer Answer
Date: 07/27/2022
Complaint: 17620180
I am rejecting this response because: I have not received the refund yet. I will accept and consider it closed when I receive the refund.I received an email at 8:59am today from ****** at the Burlington Home Depot saying she had processed the refund to PayPal. However as of 12:47pm today the refund has not shown ** in my PayPal account.
Sincerely,
***************************Business Response
Date: 08/02/2022
August 2, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***** *************************** / BBB Compliant # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation called and spoke with Mr. *************************** on August 2, 2022,regarding his order #WB16998226. ************** confirmed that he received his refund.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:29613055Customer Answer
Date: 08/03/2022
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:07/25/2022
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 orders a new refrigerator and it was not delivered on the 7-16-2022 as promised. No one called to explain or reschedule. I had to call several times and stay on the phone over an hour to find out what is going on. Home Depot said they cant find my refrigerator. They refuse to reimburse me for the ****** dollars of food that spouses because they did not deliver as promised. I have been on the phone now and Im on hold for 1 hour and 20 minutes without a answer to when my refrigerator will be arriving. Last year I ordered a a washer and dryer from Home Depot they changed my delivery date 5 times until we canceled our order and bought somewhere else. They are unprofessional and worthlessBusiness Response
Date: 08/15/2022
August 15, 2022
Sent Via Email
Attn:***********************
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** 30303
Re: *******************************/BBB # ********
Dear **************:
We acknowledge the receipt of the BBB # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced with Th Home Depot.
The Home Depot has carefully investigated the issue with the customers refrigerator delivery. Per our online delivery team, the appliance was successfully delivered, and the customer was compensated.
Given this information, we now consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
The Home Depot
Executive Escalations Team
Phone:*************************
SF Case # ********Initial Complaint
Date:07/25/2022
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 July 6, 2022, I purchased 4 appliances online from Home Depot: electric range, dishwasher, microwave, and refrigerator. I have received the range and the microwave, but not the dishwasher or refrigerator. the dishwasher and refrigerator were scheduled to be deliver on July 22. On July 22 I received a call from the delivery driver at 1pm stating that the dishwasher was damaged, and therefore he wouldn't be delivering anything. I spoke with HD the same day and they offered me a $100 refund (which I have not received). I have now wasted over 3 hours on the phone trying to get answers and resolutions with Home Depot. Now, instead of having the appliances I have PAID IN FULL for I am sill getting the run around, and the Home Depot website lists the refrigerator and dishwasher as DELIVERED, when they have NOT BEEN DELIVERED. I WANT MY APPLIANCES, ASAP.Business Response
Date: 08/02/2022
08/02/2022
Sent Via Email
Attn: Ms. ************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ***************************/BBB ***************************** **************:
We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding her appliance order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team is working directly with the customer, the order has been cancelled per the customer and is awaiting verification of the refund being processed.
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: ********Customer Answer
Date: 08/14/2022
Complaint: 17619546
I am rejecting this response because:I wasted a WEEK with Home Depot's customer ********************** ***** who was unable to get the refrigerator, which I desperately needed, delivered in a timely fashion. I was repeatedly stone walled and/or hung up when asking to speak with someone that could address the problem. Most people that answered the phone seemed incapable of handling an extremely stressed/upset customer. Every time I called in, I'd have to repeat the entire story, because staff didn't seem capable of looking up the case and transferring me to the appropriate person. At one point, I called the person that responded to the BBB complaint, and she not only wasn't able to help - she didn't have any information on what was going on.
When I ordered the appliances online, there was nothing stating that certain items would only be delivered together, due to freight company policy. Home Depot chose the freight company, I did not. The freight company (presumably) damaged the dishwasher while in transit, and then refused to deliver the refrigerator. After a week with Home Depot's customer **********************, Home ********************** was unable to resolve this issue. I then attempted to cancel my order with Home Depot's customer ********************** resolution dept. It took me FIVE calls to finally get the order cancelled. I was told I would have a refund within 5 days, which was problematic, as I did NOT create the problem, and should have been issued an immediate refund, as I had NOT received the 2 appliances in question. A week after my cancellation, I called back, because I still had not received a refund. I was then told that it would be **** business days, NOT 5, because Home Depot had to "get permission" from the manufacturers. How is ANY of this MY problem? The freight carrier that Home Depot picked screwed this up, I didn't, yet Home Depot penalized me by delaying the issuing of a refund. Additionally, throughout all of this, I was repeatedly told that the freight company had delivered items - or attempted to - but they NEVER CAME TO MY ADDRESS.
Based on all of the c*** dished out and Home Depot's lack of interest in taking ownership of a problem they created and subsequently could not fix, I won't be making any large purchases with the company in the future. There is simply no excuse for treating people this way. Home Depot needs to fix their policy and handle things better when their choices cause problems.
Sincerely,
***************************Business Response
Date: 08/17/2022
August 17, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Case # ********
Dear **************,
We acknowledge the receipt of the BBB Case # ********
The Home Depot has reviewed and investigated this matter. We sincerely apologize for our customers continued experience with her appliance order.
I have been in communication with our online team and was advised that the refund has been processed and they have sent the customer a detailed email outlining the different types of orders and how they are processed and delivered (email is attached) along with our return policy information.
As previously stated, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
***********************
The Home Depot Executive Escalations Team
P: **********************
SF#********Initial Complaint
Date:07/25/2022
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 countertop from the Home Depot store in **** rapids ********* for over $2,800.. The countertop that was installed is nothing like the sample I was given or the sample for viewing in store. I was able to see a small piece of the countertop before they installed it but even it does not look like the larger pieces that they installed. I signed the paper after they installed it because I thought what I was looking at on the countertop was only dust. There was dust everywhere all over my refrigerator all over the dishwasher and I thought what I was seeing on this countertop was also dust that could be cleaned up so I signed the paper and the installers left. To my dismay I discovered this awful looking countertop is permanently scarred on purpose and looks nothing like the sample pieces that I viewed in the store and in my home. The last picture of the small square piece is what I thought I was getting. I have contacted three different people at the store and I am getting only vague answers and no solid resolutions. I need help getting this countertop replaced or getting a refund and the manager and two other department managers at the store are not helping me or giving me answers.Business Response
Date: 08/04/2022
08/04/2022
Sent Via Email
Attn: Ms. ****** Brown
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
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 the purchase of her countertops.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. I spoke with the customer, and we have come to a resolution to cover the cost of the countertop with a Settlement and Release agreement being signed. The customer will be issued 2 checks (Store &Customer Care) with 21 business days of receipt of the signed S&R.
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: ********Initial Complaint
Date:07/25/2022
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 an oven from Home depot (WP40378432). - Jul 19: They would not install it because I didn't have a gas valve behind my stove, and plumbers can take days or weeks to be available, so I said I can't take it now. I got lucky and a plumber installed it that very day, only a couple of hours later. So I called the delivery guy to see if he could deliver the stove. Too late, He'll come back tomorrow, 2-3.- Jul 20: didn't turn up. Called him back, he said he'll check with his manager. Got told 2-3 tomorrow.- Jul 21: Nope. Called him back. Can't expect much from him. Went through HomeDepot's helpdesk. Got told Saturday 23rd. - Jul 23: Nope. ***** was apologetic. Rescheduled me for Today - Jul 25th.- Jul 25: NOPE! ******** (sp?) said I've been getting scheduled incorrectly, I'm now scheduled for the 27th.Business Response
Date: 08/05/2022
August 5, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Compliant # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation called and spoke with ***************************** regarding his order WP40378432 on August 3rd. ******************** stated that the unit is working great, we offered compensation and the customer accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:29606349Customer Answer
Date: 08/14/2022
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:07/25/2022
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.
When into the Home Depot on the 24th of July at about 10 in the morning in reference to having carpet put into my home I had had a guy come out from their store and do measurements and had gotten a quote however I told the lady I would come in and pick a different carpet to try to save some money. At this time I met with a gentleman who work me up a price on the carpet that I chose for the original measurements saying it would be $3,100 plus tax the only problem was I didn't have the right color in mine told him I would be back in an hour I was going to go get my wife and come back when I arrived back at the store and found a gentleman he went over and opened up the computer after she picked out the color upon total and everything out he went from **** plus tax to **** plus tax I asked him how this was and he said oh I must have made a mistake and I still would ask your mistake not mine I asked to speak to the manager who pretty much said there was nothing he could do and if I didn't like it I could shop elsewhere I called the customer ********************** number online and spoke to a gentleman are unfortunately because they had already took in my estimate out of the computer he said there's nothing he can do either I think this is very unfair to the customer to spend three hours in the store and have been told what I was told. Thank You ***************************Business Response
Date: 07/29/2022
July 29, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB Compliant # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Escalation called ******************************* on July 27th regarding his carpet estimate.
We have offered ************ a gift card to go towards any future purchases and the customer accepted.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Koier@ *************************).
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:29606402Initial Complaint
Date:07/25/2022
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.
Purchased items while doing home renovations from home depot and misplaced the receipt. When going to return home depot says none of my credit cards can pull up a receipt and every time they try for a np receipt return they say it denied. It is not fair these are items purchased and paid for at home depot and theu refuse to take it it back and offer any compensation.Business Response
Date: 08/09/2022
August 9, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ******************************* / BBB Compliant # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations Team called and spoke *********************************** on July 25th, July 28th , August 3rd, and August 9th regarding her recent store experience. At this time, ******** stated she is waiting on AMEX to provide her with the full 16-digit credit card number. We will continue to follow up with the customer to work towards a resolution.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Koier @ *************************).
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:29606423Initial Complaint
Date:07/25/2022
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 paid for a lawnmower with a gift card Home Depot cancelled the order and will not return the full amount.Business Response
Date: 07/27/2022
July 27, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: Domonte ***** / BBB Compliant # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation called and spoke with ****************** ***** on July 26th regarding his order #WP37902211.There was a full refund issued and the ************** is aware of the wait time for the credit to process.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @ *************************).
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case:29606479Customer Answer
Date: 07/27/2022
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,
Domonte *****Initial Complaint
Date:07/25/2022
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.
We ordered and paid for in full, kitchen cabinets on March 1, 2022, totaling $12,541.77. They were delivered to our secondary residence in ******* on July 5, 2022. When we accepted delivery, 7 of the 13 cabinets had some form of damage. In order to move forward with this project, we needed to rebuild several of the damaged cabinets so that we could use them, enabling us to get templates made that would allow us to have the quartz countertops cut and fabricated. Home Depot's solution to the problem is that we order replacements for the damaged cabinets. This would require a minimum of one month delay for the manufacture of the cabinets, along with an additional trip and a minimum of cost of travel from our primary residence in ****. Thomasville, the cabinet manufacturer, does not want the damaged cabinets returned, which requires our cost to dispose of the unused damaged cabinets. I do not believe that we should pay full price for the damaged cabinets we rebuilt and used in order to move the project forward with **********************, Marble Works. I have asked Home Depot for a refund/credit for the damaged cabinets we used. Those costs total $1,000.94. Our additional travel trip cost is $285.92. We have also spent time and money to rebuild the damaged cabinets we used and dispose of the ones we could not use. Home Depot's only response is their policy is to have Thomasville manufacture and send replacement cabinets. Home Depot also will not ensure that the replacement cabinets will not be delivered without damage.Business Response
Date: 08/05/2022
August 5, 2022
Sent Via Email
Attn:***********************
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** 30303
Re: ***********************************/BBB # ********
Dear **************:
We acknowledge the receipt of the BBB # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced with **********************.
The Home Depot has carefully investigated the matter and found that the customer has been refunded for $1000.94 on July 28, 2022, and $285.92 on August 4, 2022. Our store associates have made the customer aware of the refunds being processed and the customer was satisfied.
Given this information, we now consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
The Home Depot
Executive Escalations Team
Phone:*************************
SF Case # ********Customer Answer
Date: 08/08/2022
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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