ComplaintsforHD Supply
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/04/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order on 10/17/2022 for $37.57. The order was shipped, and my credit card was charged for this amount. I never received this order, and no delivery attempt was made. It shows the item was returned on the website on 10/26/2022. I called and asked why it was returned, and no one has been able to provide a reason and why, and they wanted to charge me to send it out again. I told them no and just asked for a refund. They did credit my account on 10/29/2022 but then proceeded to charge me another $37.57 without my authorization on 10/30/2022. The were no additional invoices or items listed on the website, and no item was reshipped or delivered. I called, and they said there was no record of this, but it is showing as a posted charge on my credit card statement. I will never do business with this company again and would like this resolved and my card refunded for the unauthorized charge.Initial Complaint
10/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Date of order: 9/27/2022. Amount paid: $53.47. Purchase: 110" White 1-1/2" vertical headrail. I ordered the headrail on 9/27/2022. Tried to cancel the order within 3 minutes after online order. Was told can't cancel because it hadn't processed yet by HD customer service agent. Called back 2 minutes later, was told it couldn't be cancelled because it had been processed by a different agent. Tried to open a dispute with my credit card company 8 minutes after HD supply put a pending charge on my credit card. Couldn't open a dispute because they didn't post the charge just put a pending charge. Called HD Supply back(now 20 minutes after online order), spoke to customer service. The service agent I spoke with could not cancel the transaction because only the warehouse has the ability to cancel the transaction. The agent spoke with Scott in the warehouse and was advised the order would be canceled. 4 days later HD supply tried to deliver the item. I did not accept the item. The driver took the item back. Spoke with an agent on that day and was advised that they would send an email to warehouse to cancel order. On October 5th HD Supply moved the pending charge on my credit card from 9/27 to a pending charge on 10/5. They posted the transaction on 10/6/2022. I spoke with HD supply customer service agents on 10/5 and again on 10/13. Each agent assured me that they would send an email to cancel the transaction. Both agents provided me an email requesting the order be cancelled. At this point the transaction is still posted to my credit card, HD supply has not issued a refund and I have not received the item.Initial Complaint
06/28/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered and paid for a vanity top on 6/22 with delivery showing 6/23. There was a tracking number but it was internal for hd supply. I recieved no delivery on 6/23. I sent emails on 6/23 and on 6/24. On the afternoon of 6/24 my hd supply account showed another order for this item as pending. I recieved an email from hd supply on 6/25. I was told the driver said the item was damaged and returned it to the warehouse. They asked if I wanted a top with better packaging. I told them I would like an undamaged item shipped to me. They then said they couldn't ship another countertop without a payment being entered in their system, and needed to charge my bank account again. They said they had issued a refund. I told them I'd wait for the refund to show up on my account. On 6/27 I recieved an email showing a countertop had shipped. When I checked my hd account it showed the item was delivered, it, of course was not. On 6/27 I recieved another email saying my refund went through and should be credited to my bank account, it to, of course was not. At this point I'm not sure if this company is legitimate or just really mismanaged.Business response
07/21/2022
Consumer Response /* (2000, 8, 2022/07/15) */ From: ********************************** Date: Thu, Jul 14, 2022 at 12:01 PM Subject: Complaint no. 90314569 To: Better Business Bureau*********************** HD supply, after a comedy of errors, two broken countertops and charging me 3 times, has finally delivered an undamaged product and refunded the extra charges. I'm ok with the outcome but will never do business with them again. Thank you.Initial Complaint
12/31/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a bath tub after I received it I figured out it wasn't the right size so I returned it. They sent someone here to pick it up and I was told it arrived at the warehouse but they now keep canceling my return and will not refund my money!Initial Complaint
08/09/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 5/21/21 I ordered & was charged for a screen door (reference order number **********). It was scheduled to ship 5/25/21. I did not receive the screen and I contacted the company and was advised that they do "not ship to personal addresses, only businesses" -- I was not contacted in any way via email or otherwise that they would not be shipping, however they did issue credit for the order and I was satisfied. Subsequently I was contacted via email twice with an invoice to pay for the unshipped screen door. The email stated that my account was delinquent. After receiving the first invoice I called & spoke to someone in accounting & was advised that they would resolve the situation but then I received a 2nd notification that the invoice was delinquent. I have tried to call several times only reaching voice mail. I have emailed them numerous times to resolve & have received no resolution. THE SCREEN DOOR WAS NEVER SHIPPED & I do not want to have my credit impacted by their error.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.