Complaints

The 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:03/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a plumbing part in December 2023. Jan. 23, 2024, I contacted HD Supply to inquire when I would receive said part and was *********** was out of stock. On Feb. 17, 2024 I made inquiry as to when I would receive said part and was told it was out of stock. On Feb. 19, 2024 I was charged for the item. On Feb. 20, 2024, I was notified that it shipped. I still have not received the part I PAID FOR, IN FULL, and they have neither refunded, nor replaced the order. Please help!

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 placed an online order for 3 sets of CLOSET DOORS in early November of 2022. They were on backorder until early January, In January, the doors did not arrive as scheduled. Per my phone call to HD Supply, the doors arrived damaged to their fulfillment center so they were not delivered (nor were we notified), we were instructed to place a new order for the same doors, this order was canceled by HD Supply - reference number for this phone call on January 11, is *********. The explanation offered was that the replacement doors did not arrive on the following truck as expected, so the only thing we could do was cancel that order and place a new one.I reordered the doors (prices were the same, more or less, so I let that fight go - new order number 145049703).Yet again, NO DOORS arrived when they were supposed to! Instead, in late Jan., we received a screen door, which was NOT AT ALL what we ordered. I called again and spoke to Will. At this point, I was so aggravated that I canceled the order altogether. We rented this property as it was and our tenant did not mind not having closet doors. I spoke to "Will" on January 27, whereby he canceled the order, and scheduled a pickup of the screen door for the next 2-3 business days. It was left in the carport, exactly where it was delivered, and within a few days it was picked up. Per our conversation, the reference number for this issue was the same: *********. I have no documents other than my orders and my reference number for the conversations. WE DID NOT RECEIVE THE MERCHANDISE and **** confirmed we would not be charged for ANYTHING. Yet, we WERE! I disputed the charges with my credit card &HD SUPPLY is disputing back, as if the merchandise was RECEIVED! I am beside myself with this company, their UTTER DISORGANIZATION! We don't receive merchandise, don't receive word of status when the orders go unfulfilled, & then after multiple phone calls & assurance of ZERO BALANCE they are charging us & fighting us back?

• Initial Complaint

  Date:05/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered one door from ** Supply in April 2022. First door was lost in transit so they offered to ship a 2nd door. Paid for a 2nd door, with an understanding I would get a refund on the first door when the second one arrived. Ordered and paid for the second door and it was lost in transit again. I did not order a 3rd door and asked ** to cancel and refund both $68.49 charges. Doors were never received and ** **************** was uncertain on refund so I sent a charge dispute through my credit card. At that point, my credit card company refunded the two $68.49 charges back to my card, as they worked with ** Supply on the back end. This zeroed out my balance, as I had two credits and two debits on my card. Fast forward two months and ** Supply erroneously sent two $68.49 credits/refunds to my credit card. Knowing I already received the two credits and my account was squared away, I called my credit card company and asked them to reverse the credits and send the money back to ** Supply, to once again zero out my account. **************** sent the two $68.49 refunds back to ** Supply and my account was once again zeroed out by September 2022. In March 2023, I received a call from *********************, with ** Supply, saying I have a balance of $136.98 plus late fees and interest. I explained to ***** that my credit card shows 4 charges and 4 credits from ** so nothing is owed. I then verified this information with **************** and provided statements and documentation to ** Supply confirming this. Because the charges were in pre-collections, I chose to pay the ** balance so my credit wasnt affected, while we worked toward resolution. On March 29th, I sent *************** and ********************* documentation showing 4 charges and 4 debits from them, which would zero out my balance. Unfortunately, they will no longer respond to my emails or return calls. I am owed $136.98 and ** Supply has decided to ignore my refund request, without any explanation or communication.