ComplaintsforThe Home Depot

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Initial Complaint
07/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My boyfriend, *************************, works at the Home Depot in *******, **. His shift lead, ******, continues to discriminate against him for his disability. ****** has also fired a member of the military for giving a 2 weeks notice that they were going to boot camp! Today ****** fired my boyfriend for no reason, I'm not sure if it's also a race issue because my boyfriend is half black. My boyfriend went to HR and corporate about this many times and nothing was done! Unless Home Depot fires or severely reprimands Daylin I will never shop at Home Depot again, and I'll tell everyone I know not to shop there either! I won't support a company that supports employees that discriminate against members of the military and disabled people! I thought Home Depot supported the military and members of it but I guess not!
Business response
07/19/2024
July 19, 2024

Attn: ***************************
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
******************************************************************************************************************************

Re: *************. *****/ BBB Case ID #********

Dear **************,

We acknowledge the receipt of the BBB Case ID #********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her recent job training/onboarding at our store.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have documented our associates comments and concerns at the corporate level, and we have escalated his complaint to our Corporate ************************** for review and a response. The HR team will contact **************** accordingly as it relates to this matter.

With that being said, we are in the process of addressing our customers complaint and now consider this case closed.

Please know that The Home Depots goal is to satisfy all of our customers with the products and ******************** 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
P: ********************
F: ************
Case: ********
Customer response
07/19/2024

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.
If something is truly done about Daylin I'll consider shopping at Home Depot again, thank you!
Sincerely,

*************.*****
Initial Complaint
07/16/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered several items online. All items other than the lumber shipped and was delivered. The lumber, however, was not. I received several emails from Home Depot that were inaccurate (read: missed delivery when it was not attempted, delivery was a few stops away when it wasn't even loaded). After this, I called the Home Depot store in ********* and was told that the lumber was on the truck and would be delivered the night scheduled. I was forced to stay up past closing and still received no delivery. The following day I made several calls into this location, only two of which were answered after over 5min of ringing. Both times I received customer ********************** and was assured it would be looked into and they would return my call with more information. No one ever called me back. After experiencing this twice, I was forced to go into the location and wait almost two hours for someone to schedule the delivery as no-one had rescheduled the deliver after no being loaded onto the truck the night before as promised. The assistant store manager, ***********************, promised that there would be compensation for my time, the lack of communication and inconveniences caused. He made the statement that the store manager had approved this. After receiving the shipment a couple days later, I called and he again pushed back saying he would talk to the store manager but that compensation was coming. I have tried calling many times since but he has been conveniently unavailable to take my calls. I have still not received the compensation I was promised several times.
Business response
07/17/2024
July 17, 2024
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

RE: *************************/BBB Complaint #********

Dear **************,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address his concerns. **************** was apologized to for his experience and has been provided a gesture of good will for his inconvenience back to the original method of payment. No further action is needed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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,

Sha-**************
The Home Depot ************** Executive Escalations Team
Case: 36504440 ELT Case #********
Customer response
07/17/2024

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
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
on saturday evening july 13, 2024 i placed an online order for a international concept round table 36".. I cancelled the order on sunday, july 14, on the website. this was less than 24 hours after making the online purchase. since it was a sunday, i assumed the order had not yet been processed. on sunday july 14 i called home depot in the early afternoon and the employee could notell me if it was cancelled and he said he couldn't check even though I told him it had not yet been shipped. I called again at 2 p.m. on Monday and the customer ********************** employee said he could put the cancellation through again, that it had not yet been put on the truck but he didn't know if it would be cancelled. I would like the item to be cancelled and not shipped to me and I would like my credit card credited for the amount. It is ridiculous that noone in customer ********************** can make a simple phone call to the warehouse and just stop an order for sure.
Business response
07/17/2024
July 17,2024

Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
****************************************************************************************************************************

RE: ************************* / BBB Case #: 21991698

Dear *************:

We acknowledge the receipt of the BBB Case #: 21991698.

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Executive Online Escalation Team. At the conclusion of review, the order has been cancelled and the authorization on her the customers card has been reversed.

With that being said, The Home Depot considers this matter closed.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** 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,

***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
SF Case #:36499118
Customer response
07/17/2024

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
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I order a ************** from Home ***************************** were supposed to install & fix the door swing on the dryer, the delivery drivers brought it & broke the dryer door when trying to fix the door swing. Its been over a week since it was broken & Ive been calling everyday to get a replacement ********* just keep getting hung up on or told to call back later or that theyll call me & no one ever calls. They wont refund me or set up a replacement.
Business response
07/18/2024
July 18, 2024

Attn: *****************;
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

RE: *******************************/ BBB Complaint #********

Dear ***************,

On behalf of The Home Depot, I apologize for any inconvenience the 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. Home Depot has connected with the customer regarding their concern with their washer and dryer. They have assisted the customer with an adequate resolution for the errors with their appliances.

The Home Depot does consider this matter closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: 36498966

Customer response
07/19/2024

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
07/14/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a Maytag Dishwasher through Home Depot's website, on July 7th, with the promise of delivery on July 13th. I received email notification that the deliver would happen within a window from 12:30pm until 4:30pm. I also purchased haul-away for my old dishwasher. At approx. 1:30pm on July 13th the delivery window, as listed on the company website, changed to 3:30pm until 4:30pm, so at 2:30 PM I removed the existing dishwasher in order to have it hauled away by the delivery people. At 4:30pm, the website changed the delivery date to July 17th. However, at 4:48pm I received a voicemail from the delivery service that the dishwasher was on its way and would be delivered "within 25-to-30 minutes". After 5:45pm I tried to call the number of the message several times, every ten minutes, and eventually reached the delivery person at around 6:00pm, who assured me that "the delivery was still on its way and would be there soon." At 6:45pm I started calling again, left several messages, but did not receive a callback, so I called Home Depot customer ********************** to request that the order be cancel, because it was clear that the deliver person had lied to me repeatedly about the delivery. I would like compensation from Home Depot for the time I wasted both for the order delivery, the removal of the old dishwasher, and the time I spent waiting after the deliver person lied to me. My standard compensation through my employer is $95.00 per hour, and I wasted a total of five (5) hours dealing with the botched delivery, so I would like $475 in compensation for my time wasted and for fraudulent delivery practices.
Business response
07/16/2024
July 16, 2024

Attn:***********************
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
********************** 311
****************

RE: *********************** / BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with 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 online resolutions contacted the customer to assist and provided the following information. ****************** responded via email, stating that he prefers to communicate via email and does not anticipate a refund for the time spent on this order. He also mentioned that he only received a refund of $718 for the dish washer but was not reimbursed for the **** or haul away. We advised the customer to visit their local store to complete the refund, as they had split the payment between a gift card and a credit card.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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
Phone: ***********************
Reference Number: 36482278
Customer response
07/16/2024

Complaint: 21986670

I am rejecting this response because:
No actual compensation is being offered for my wasted time and emotional distress. Though I do not expect Home Depot to compensate me with a cash payment me for my wasted time, I do expect Home Depot to provide discounts on a future dishwasher purchase in order to compensate me for my wasted time and the gross aggravation from the incident. Specifically, I expect Home Depot to honor the original purchase price of $718 on a reorder of the "Maytag
24 in. Fingerprint Resistant Stainless Steel Top Control Built-in Tall Tub Dishwasher with ********** Filtration, 47 dBA (Model # MDB8959SKZ)". I also expect Home Depot to provide the extended warranty at no charge (5 Year Home Depot Protection Plan
$180.00), and I also expect Home Depot to haul away my old dishwasher also at no charge (Haul Away Your Old Appliance $50.00).

I was originally offered by the ******************************* representative at the time of the incident a $150 refund Home Depot, which I believed was inadequate. I believe that the above discounts and services represent a fair compensation for my time and aggravation.
Sincerely,

***********************
Business response
07/18/2024
July 18, 2024

Attn: ***********************
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 *****************************************

RE : *********************** / BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with 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 online resolutions team contacted the customer to further assist and provided the following update. We have reached out to the customer via email after their call yesterday. To address their concerns, we have offered them a $360 gift card. This gift card includes $130 to help match the initial sale price of $718, covering the 5-year warranty and haul away services. The customer's acceptance of the offer prompted us to issue the gift card.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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
Phone: ***********************
Reference Number: ********
Customer response
07/18/2024

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. The representative at Home Depot's Executive Escalations Team was very responsive, professional, and willing to provide more-than adequate compensation for the incident. I am very pleased with their responses and the outcome. I have opened a new Home Depot account, and I look forward to future appliance purchases from the company.

Sincerely,

***********************
Initial Complaint
07/13/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Tuesday July 9th I ordered 6 bags of pool salt for same day delivery. I have an existing spinal cord injury and can't go to the store to pick it up. Item was not delivered. I called Wed July 10th, spent 26 min on ph. They apologized and promised to deliver that day. It never left the store. I called Thurs morning July 11th (13 min). They apologized again and said we'll deliver it today. I called back Thurs evening July 11th (14 min). They said we have till 8pm tonight so be patient. It never left the store. I called back Friday morning July 12th (21 min). It was "escalated" and I was promised a delivery window between 1-2 PM and told not to leave my home so I'm there when it's delivered. I stayed here and surprise surprise - no delivery. So I called up Home Depot again Friday afternoon (24 min)and was told we'll deliver it. So today is Sat 7/13. I called up AGAIN. Was dealing with a nice lady on the phone who was trying to call the store and get answers. I was placed on hold and they never returned to my call. After 52 minutes I hung up. So I have now wasted 2 hours of my life trying to get Home Depot to do what they were paid to do and I have no answers. Now I also have to buy more shock to reshock my pool since I needed the Salt for the Salt Generator. Why does Home Depot not honor agreements with customers? Why make promises which they don't intend to deliver on? I know my order pales in comparison to some larger ones but that does not mean I should continue to be ignored.
Business response
07/19/2024
July 19, 2024

Attn: ***********************
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 *****************************************

RE : ******************* / BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with 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 online resolutions team contacted the customer to further assist and provided the following update. The customers order delivery was completed on July 13, 2024. Due to the dissatisfaction of service and inconvenience, the customer was provided with a Home ********************** gift card.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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
Phone: ***********************
Reference Number: 36477872

Customer response
07/19/2024

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 did receive a phone call from someone in Corporate just a few hours after BBB approved my post. This person was helpful in expediting the issue. I don't think the situation would have been rectified unless management got involved so I do appreciate them taking this seriously, and BBB's part in putting us together for a solution. Thank you to BBB.
**** L
Initial Complaint
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a new Frigidaire fridge from Home Depot on June 1 for a June 15, 2024 delivery, the day we moved here. I bought the extra extended warranty. The freezer threw warning codes (H1) within five days. Home Depot put me in touch with Frigidaire service who contacted their service agency, A-1 Appliance Repair. A1 could not get here for two weeks. Three days later the fridge completely stopped cooling. Due to the long scheduled time out, on Day 8 I hired and paid another technician to look at it. He said at a minimum the compressor is bad. A-1 finally showed up last Friday (one week ago on 7/5) and ordered parts. which have arrived. Now A-1 is offering to install them on 7/23. The A-1 service tech suggested I contact Home Depot and Frigidaire. Home Depot won't replace it because it did not fail within the first two days of receiving it. Frigidaire won't replace it until they try to repair it. We lost most of the food in the freezer, we ate what we could. We have had to buy a baby dorm size fridge just to live in this house. We are unable to shop for groceries with no place to put them. Nobody seems to want to help. Home Depot is not standing behind what they sell, Frigidaire is not in a hurry to repair it. There is no faith in this fridge even if it is repaired. Is there anything you can do to help?
Business response
07/12/2024
July 12, 2024

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving *************,****** & **********************;
********************************************************************************************************************************

RE: ***************************/BBB Complaint# ********

Dear ***************,

We acknowledge the receipt of your notice dated July 11, 2024, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance repair with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Online Executive Escalation Team. The Online Executive Escalations Team will be contacting the customer to discuss this matter further.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

Sincerely,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ******** / Online #
Customer response
07/13/2024

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
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Today, Thursday, July 11, 2024, I rented a flatbed truck from the Home Depot in ********, *******, to move a washer and dryer. I expected to need the truck for 75 minutes, which is the length of time that the Home Depot allows for the price of $19.00. The Home Depot charges extra by the minute for additional time. After I arrived at the destination where I was to load the washer and dryer, I discovered in great disappointment that the truck's door to the ramp compartment was broken. It would not open. I spent 15 minutes tinkering with it trying to get it to open. I finally realized that it was not going to open because somebody had broken a key into the keyhole. In frustration, I called the Home Depot to complain. I waited on hold another 15 minutes for somebody to answer. I was told by the attendant that she would talk to the manager for a refund. Thank God that my son accompanied me because with his help, we were able to lift the washer and dryer onto the flatbed. At my age, I should not be lifting anything heavy. The whole purpose of renting a truck with a ramp was to be able to wheel the load onto the flatbed. When I arrived at the Home Depot to return the truck, the attendant told me that she would void the transaction and refund me. Then, she proceeded to consult with an older attendant who took over. She said that she would give me a discount. Notice the change from "refund" to "discount". Then, she called the manager who came and said that I would not even get a discount because I had used the truck. We exchanged words; and in the end, she only gave me a discount. My point here is that the Home Depot was in breach of contract and should refund me the entire amount. They put me in a position where I had no choice but to risk back injury because they would have charged me whether I moved my washer and dryer or not, and they charge by the minute. That Home Depot manager has no idea of the meaning of good customer **********************. I demand an apology and a full refund.
Business response
07/12/2024

July 12, 2024

Attn:***********************
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
****************

RE: *************************/BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with 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, spoke with customer and apologized for the inconvenience he had with our rental truck.Customer was able to get a discount, but was also offered a gift card for this matter. Customer accepted gift card and is aware that a case will be opened up for corporate to address the situation at hand with the store.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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: ********
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
******** Windows were ordered from Home depot on 1/26/24 while they were running a promotion. ****** dollars was paid to place the order. The order was picked up on March 14th and each windows box was opened an inspected to the best of my ability to ensure the glass and frames were intact. The windows were extremely heavy and were attached to a protective foam and board on the bottoms to protect the window from its own weight creaking the bottom nailing ******. I left the windows in protective packaging for storage so no damage would occur. In June when my contractor removed all of the old windows in the house. The contractor noticed damage on the very bottom of the seal of two of the windows. The damage appears to be pressure damage that would have been caused by a fork truck of some kind during transport. The damaged windows were loosely installed due to extreamly hot weather and knowing that replacements wouldn't be coming for months and its unacceptable to leave 6 ft wide holes in a house. The old windows could not be installed as the seals were reframed to fit double windows instead of singles. Home depot and ******** will not ship a replacement claiming they cant warranty anything because they were partially installed. Multiple complaints over the phone have been delivered with them wanting us to pay an additional 1100 dollars. These damages are not my fault and are unreasonable to be put on me.
Business response
07/12/2024
July 12, 2024

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving *************,****** & **********************;
**************************************************************************************************************************

RE: ********************* /BBB Complaint#: 21975763

Dear ***************,

We acknowledge the receipt of your notice dated July 11, 2024, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their damaged cabinets our company.

To ensure this matter is addressed by the appropriate parties, we have escalated the customers concerns to our local store. ********************** **************** Team will be contacting the customer.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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
P: ********************
F: ************
SF: # ********
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a Frigidaire dishwasher from Home Depot on 7/10/23 they delivered it on 7/14/23. I also purchased a 5-year protection plan which started on 7/13/23. This morning 7/11/24 I heard a noise as though the ** was running I went to the kitchen to see it stopped but had an error message. I called Fridgeaire, and they referred me to Home Depot, Home Depot referred me to the protection plan Allstate. Mind you this started at 8 am it is now 12:40 Allstate referred me back to ********** where I'm sitting on hold for 30 minutes. It's a simple fix either troubleshoot over the phone or send someone out. Why purchase a plan if they're going to give you the runaround?
Business response
07/12/2024
July 12, 2024

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving *************,****** & **********************;
********************************************************************************************************************************

RE: *****************************/BBB Complaint# ********

Dear ***************,

We acknowledge the receipt of your notice dated July 11, 2024, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their dishwasher repair with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Online Executive Escalation Team. The Online Executive Escalations Team will be contacting the customer to discuss this matter further.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

Sincerely,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ******** / Online # ********

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