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
- 12,701 total complaints in the last 3 years.
- 3,585 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:08/05/2022
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.
HD did a window and door installation. The doors(2) do not close or lock leaving my house unsecure. I have tried for several months trying to get this resolved but no one at HD will return my calls or emails. I want to hire an outside contractor to finish the job and cancel the ***********!
Business Response
Date: 08/15/2022
August 15, 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 Executive Escalations Team called and spoke with ******************************* regarding his order H6630-240070. Currently,there was an order placed for the missing replacement parts and we are awaiting an ETA.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ ************************).
This matter is still in progress and monitored until we reach a final resolution.
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: ********Initial Complaint
Date:08/05/2022
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.
Purchased a frigidaire refrigerator in 2019 has to warranties on it manufacturer and extended warranty ice maker stopped working making noise smelled smoke leaking. June 17,2022 tech came out on June22. Ordered 4 parts came back on July 20 no face mask got discouraged with backs and broke several new parts. Called homedepot back on July 20. To inform them it still don't work. They sent new tech out on the 25th he placed to zipties on a part a left have not heard anything else. Call homedepot they stated they would reimburse me on the 28th now they are saying I still have to wait on the Tech . Shame on this company. I'm tired tired. Have had to eat out everyday and purchase ice. Shame shame customer care is the worst will never purchase anything from them againBusiness Response
Date: 08/12/2022
August 12, 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 called and spoke with Ms. ******************* regarding her order H0887-110151. We offered a buy- out in the form of a gift card to replace the refrigerator 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: ********Customer Answer
Date: 08/15/2022
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:08/05/2022
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.
My husband and I contracted Home Depot (Lead/PO # ********) to replace all 14 windows in our home. The ************ was ***********************. The *** was *********************. The sales consultant was *******************. Contract total: $14,859.9, Deposite: $4,000. We signed this contacted on 7/27/2021. The scheduled date for the window replacements was 11/8/2021. Only 11/14 windows were installed. The remaining 3 windows were incorrectly marked/measured so they did not match the dimensions of my windows. The issue was that the installers removed my kitchen window and after realized the replacement window did not match in measurements with my window. The installers put a board on my kitchen window and left. The two other windows were never replaced, luckily they doubled check the measurements after the kitchen window incident. February 2022 Home Depot still had no lead time on my replacement windows. We decided to cancel the remaining contract and get a local store to replace my kitchen window, at this point 3 months had passed. Feb 4th, 2022 *********************** called and left a voicemail regarding amending the contract (still had no lead time which is the reason we were able to terminate the contract). August 2, 2022 ********************* continues to refuse to provide a discount for the boarded window that needs to be replaced. I have no problem submitting the remaining payment but something needs to be accommodated in the final bill. I was left with a boarded window, at no fault of my own, actions directly made by Home Depot contractors! 7 months since the contract was signed and there was no lead time for my kitchen window that they removed and boarded up. Since it was removed it needs to be replaced and since HomeDepot could not completed the job I have to find someone local to replace my boarded kitchen window.Business Response
Date: 08/15/2022
08/15/2022
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 with his window installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our field team has completed a site visit on Tuesday, 08/09/2022 and will place a reorder on the customers kitchen window. I will be working with our field team and the customer until the issue is resolved 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: 29731746Customer Answer
Date: 08/21/2022
Hello,
Thank you for the quick response.
Home Depot reached out and visited my home to remeasure my kitchen window. They stated a replacement window would be ordered and estimated 4-8 weeks for the production and installation to be completed. Supposedly, this is at no additional cost to me. We agreed the remaining balance of $6,028.20 would be paid in full immediately after my kitchen window is replaced. I will keep you posted as I receive updates.
Best,
****
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 her window installation.
As the customer stated Home ********************** reached out and visited my home to remeasure my kitchen window. They stated a replacement window would be ordered and estimated 4-8 weeks for the production and installation to be completed.Supposedly, this is at no additional cost to me. We agreed the remaining balance of $6,028.20 would be paid in full immediately after my kitchen window is replaced.
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: 08/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I accept their response. If Home Depot does not comply with our agreement within the estimated window (4-8 weeks) you will be notified.
Sincerely,
*********************Initial Complaint
Date:08/05/2022
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.
Bought a ** dryer with installation from Home Depot store in ***********, **. Scheduled to be delivered today August 4, 2022. I was told the driver would call 1/2 hour before delivery. They called at 7:05 a.m. and said they would be at our home in about 45 minutes and arrived at 10:00 a.m. The delivery guy came in and pulled the dryer out and said "oh no I can't install this because you do not have rigid pipe to install it to. I told him I thought that all parts necessary were ordered with the dryer and he said no. I asked him to leave the new dryer and I would have my appliance repairman come and fix things, he again said no he could not leave it in the house but he could leave it in the garage. I said no I paid for delivery. He then took the flexible pipe that was in perfect shape and pushed on it and pulled it until it started unraveling and said again you need a rigid pipe. He wrecked the flexible piping i had and then plugged my old dryer in. Said the dryer they brought in would go back to the warehouse and I would have to call to get it redelivered and that I may have to pay another delivery charge. I called Home Depot hotline number that was provided and they basically said that they could change the delivery date. I called back to cancel my order and ordered from another company. But a company told me that it would be $475.00 to fix the damage to the flexible tubing and I may have to cut into walls in the finished basement to do this repair.Business Response
Date: 08/05/2022
August 5, 2022
Attn: Ms. ****** Brown
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 has experienced regarding order ********** for washer and dryer combo.
The Home Depots Online Executive Team emailed the delivery agent to confirm delivery is scheduled to take place again on 08/04/2022 and to advise the issues the customer has had with the delivery. On 8/4 deliver agent advised delivery was completed and confirmed everything went well. We followed up with the customer and offer 20% off the appliance due to the multiple previous failed delivery attempts. The customer accepted and we processed a markdown and advised the customer the refund takes 3-5 business days to receive.
With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.
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.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: ********Customer Answer
Date: 08/05/2022
Complaint: 17675541
I am rejecting this response because: The delivery was not made, they would not leave the dryer. I cancelled the order and have a claim with ****************** for the damage. There was no offer of 20 percent off. I only got results after calling back a 3rd time after looking at the damage again!
Sincerely,
***********************************Business Response
Date: 08/09/2022
August 9, 2022
Attn: Ms. ****** Brown
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 has experienced regarding order ************ for a gas dryer.
The Home Depot has reviewed this case and reached out to all parties involved. Our Online Executive Team reached out to the customer to offer compensation if they did not want to wait for Sedgwick, CMS, a 3rd party claim management company. On 8/9 the customer confirmed they would wait to hear from Sedgwick and then update us. With that said, please note this matter will remain open in our office until our customer agrees to a solution.
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.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:08/04/2022
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.
the first week in Jun, 2022 i bought a dryer from Home Depot. it was delivered on June 9,2022 it worked when they left we used it again 2 days later when we turned it on a blue electric arc shot from the back and it stopped working. after 3 calls and waiting for 2 appointments no show the third time the show and say is there fault the lady on the phone said ok we will replace it. no paper work no email. so a week later i start calling home depot and whirlpool. after many hours on the phone and promises of replacement nothing. they want to fix (refurbished). I payed for a brand new dryer i expect a brand new dryer? I will not keep a fire hazard in my house. can you please help me.Thank you *******Business 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 request for a refund and determined that our online team has requested that the check for the full refund be expedited. It was processed on 08/11/2022 and the customer should receive it within 2 business days.
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: 08/19/2022
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:08/04/2022
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.
Purchased a generator from Home Depot on July 12 2022. Generator was supposed to be delivered July 20, 2022 and was at a location less than four hours from us on July 18. (We were told we could not go pick it up from that location) Generator was not delivered on the 18th, but we were told it would be the 23rd. It was not delivered on the 23rd and we were told it would be delivered on August 2, 2022. Again it was not delivered and we were told it would be delivered on the 3rd. Once again it was not delivered and we were told we would receive a call on the 4th to set up a delivery time on the 4th, we received no call so we called back and now we are being told it will be the 11th of August. We have been on the phone a total of over six hours and have been disconnected on their end almost every time. We cannot get far enough with a representative to get a refund before being disconnected and having to start over.Business Response
Date: 08/11/2022
August 11, 2022
Attn: ****** Brown
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *******************/ BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding a transaction with our company. The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Resolutions team informed:
Action(s) Taken8/5/2022
No further action needed. Closing case.
Called customer to advise of details and 3-5 business days for processing. Left voicemail. Sent email.
Processed refund.
Carrier confirmed shipment cancelled.
Emailed NonStop delivery with request to have shipment cancelled.
With that being said, the customers concerns are important and has been addressed.
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,
*********************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Customer Answer
Date: 08/11/2022
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:08/04/2022
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.
Purchased a refrigerator and within a week it no longer was cold. We have made several attempts to have someone either repair it or replace it. We have spent countless hours on the phone and now are using a dorm refrigerator for our food!!! They have kept telling us that someone will contact us and schedule a repair, but the only repair company will not travel this far to our residents. Frustrating to say the least!!Business Response
Date: 08/15/2022
August 15th, 2022
Sent Via Email
Attn: Ms./Mrs. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************************/ BBB Case #********
Dear Mrs./***************:
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 is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team contacted Mr. ***************;in apology for his experience and offer of further assistance.
The Online Escalation team was able to reach our customer directly and confirmed with him that a return authorization was received the would be processing a refund back to his original form of payment. The Online Exec Team also offered the customer compensation for the inconvenience in the form of a Home Depot gift card, and he accepted offer. The working agent provided contact information via phone and email where the customer may reach out at his convenience if assistance with this matter is still needed.
With that being said, The Home Depot has addressed our customers complaint.
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 contact me should you have any additional questions or concerns.
Sincerely,*******************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 08/15/2022
Complaint: 17674344
I am rejecting this response because:We were told to go to the Home Depot to get a refund and they were unable to do the process apparently because we purchased the refrigerator with a debit card and not a credit card was the excuse we got. We sat there for over an hour waiting. We still do not have any plan for an exchange or a refund!! We did receive a $350 gift card for their store which we have not used.
This is ridiculous!!
Sincerely,
***********************************Business Response
Date: 08/22/2022
August 22nd, 2022
Sent Via Email
Attn: Ms./Mrs. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE: ***********************************/ BBB Case #********
Dear Ms./***************:
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 with our **********************, company.
The Home Depot has reviewed this case where we forward our customers concerns to our Store Managers for their immediate attention and assistance with resolution. We received response on 08/16/2022 that he did go to get the refund and the store attempted to process the refund, but ************************ brought the incorrect credit card and we were unable to process the refund at that time. Another attempt to complete processing of the refund was made on 8/18/2022.
We confirmed this information with ************************ via phone and email and asked that he please reach out if further assistance is needed. With that being said, The Home Depot has addressed our customers complaint and considers this matter resolved.
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 contact me should you have any additional questions or concerns.
Sincerely,
*******************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: *******************
F: ************
SF# 29727392Customer Answer
Date: 08/26/2022
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:08/04/2022
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.
Wednesday 7/27: Home Depot send me their contractor for **** replacement from Bluedot/ARS. The salesperson had a look at my old **** unit and hot water heater (HWH) and quoted $10,163 to replace both. He also noted the fact that the utility sink *** have to be moved to install the water heater and told me it was included in cost.Thursday 7/28: The plumber came in the morning and informed me that it would cost me an additional $374 as they had to move the utility sink. I call their salesperson tell him that I would like to cancel contract if that is the case. He speaks with his supervisor and informs me that the plumber made a mistake he got a wider 21" instead of 17" HWH I have in my home and he would install it next week without any issues and I need not pay extra.Friday 7/29: The **** installation was done Monday 8/1- Thurday8/4: I have tried to call them multiple times, but they refuse to do HWH install saying I need to pay $374 extra to move the sink. This despite assurance given by their sales team. When asked to justify the cost and speak to their sales team they say all is fine and give me a date for install but do not show up. I take a day off just to be at home for the install only for no one to show up. On calling their scheduling line again I am told someone will call me and nobody does. On the other hand their sales person, continues to assure me that they have to do it and insists all is okay. Seems to me that their sales department and plumbing departments are at odds with each other and no one wants to take responsibility. I am caught in the middle and being held for ******.I was ready to cancel the contract on Thursday 7/28 but was given assurances by their sales team that they wont charge anything extra.I would like this resolved. On final note, I have moved the utility sink myself and so I do not know what the plumbing ***** want to charge the extra $374 anyways, they do not tell me what it is for.Business Response
Date: 08/19/2022
April 19, 2022
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
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 reviewed this case and determined that the customers HVAC installment has been completed as of 8/17/2022.
With that being said, this matter is resolved in our office.
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: 08/22/2022
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:08/04/2022
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.
Order # ********* I purchased patio furniture online and paid $798 + $75 (shipping fee) + GPT. It was supposed to deliver last Sat (Jul.30). In the email, they said they would text or email me approximately 30 minutes before they come. I was nearby my home and was able to come home within 20 mins. However, I didn't receive any emails and texts before they came. I got a phone delivery person at 12:50pm, and he said he was at my condo. I told him I didn't receive anything you would come and he said he didn't know, home depot should have emailed me. And I told I could be at home in about 20mins and he said he couldn't wait. If either Home Depot or carrier contacted me 30 mins before they came as what they said, then I would be able to come home and receive it. I got email from Home Depot ************** at 1pm, and said out for delivery. Sorry, it's already gone !And I contacted to the store I kept transferring to someone else, and had to explain same things again and again. After explaining same things few times, assistant manager contacted me and decided to change the delivery date tp coming Sat (Aug.6). But, the more I thought about it, the less I liked their customer ********************** and I requested a refund on Thu (Aug.4). The main reason I requested the refund was the delivery issue tho, they still charged me the shipping fee. ************** store is really hard to contact, and online store where I actually placed an order said they couldn't process the refund online. The store where I have to contact is hard to reach and find the right person. Online store just ask me to contact to the store. I just paid to Home depot tho, I was asked to contact to the carrier. I can't understand why I got charged the shipping fee.Business 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 **********************.
The Home Depot has carefully investigated the matter and found that the refund that the customer requested has been successfully processed.
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:08/04/2022
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 May 31, 2022 we purchased a ** refrigerator from Home Depot at ***********************************************************. We also purchased a 5 year protection plan . It was delivered on June 9th. It worked for about week. We was getting the diagnostic code it was in defrost mode . I called Home Depot and **. Home Depot sent someone out on Saturday and the technician said that the refrigerator was o good and in repairable. The ** technician *************************** came out on Monday and said the same thing and it had a coolant leak in a place hes never seen a leak before. After he said it couldnt be fixed he made a phone call then went outside and came back in with a box. And replaced a part on the back of the refrigerator. The refrigerator worked for one day. I filed a claim for food which they only cover $300 and I had more than $300 worth of food. I went shopping again after ****** claimed to have fixed the refrigerator and lost food again. I called Home Depot and ** again that Thursday and no one came out until Tuesday. It is August 4th and no one has contacted me or my husband about the refrigerator. I spoke with a ****** from ** and said it can take up to two months before someone contact us about it. We have contacted corporate office for Home Depot and ** and still no resolution. We have been without a refrigerator for 2 months in our new home as newlyweds.and a refrigerator that doesnt work out of over $2000. Home Depot contact number is ************Business Response
Date: 08/08/2022
August 8, 2022
Attn:***********************,
Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
235 **************** Suite 900
*******,** 30303
RE: Kizzty ******** / BBB Complaint #********
Dear Mr. *****:
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 the defective ** Refrigerator purchased through our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Online Support Team has contacted ** Factory Service to confirm Return Authorization Buy back has been authorized for the unit. The Home Depot will continue to follow up with the customer until we confirm they have received the buy back reimbursement from **.
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,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: 29727415
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