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
- 12,627 total complaints in the last 3 years.
- 3,575 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:07/19/2022
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 a set of dressers from Home Depot's website. When it was out for delivery the product was not delivered and we received a text that it was 'returned to carrier for inspection'. The product was delivered the next day with a large hole in the side of the box circled in permanent marker with some numbers to the side.Before we could open and assemble the product we had to wait for a kitchen remodel to be completed. This was completed a week ago. We opened the box and several parts of the product were broken in half. I called Home Depot to ask to return / refund / replace the product. They told me it was impossible to do so, stating that it was outside of the return window. The return window from my receipt and many areas of the website shows 90 days as the window. It is currently 88 days since I ordered on April 21st. I asked the representative to escalate the call. They put me on hold for 20 minutes, didn't escalate the call to someone, but rather just came back on the line and reiterated that there was nothing they could do. The product arrived broken, the return window as far as I can tell is 90 days, I am within that window, and Home Depot refuses to do the right thing.
Business Response
Date: 07/29/2022
July 29, 2022
Sent Via Email
Attn: ****** Brown
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower,Suite 900
*******, ** 30303
RE: *********************/ BBB Complaint#: 17586065
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online purchase/return.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalation team contacted the customer on 7/20/2022 and processed a refund for the damaged dresser.With that said, we have addressed the customers concern and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please contact me.
Sincerely,
******** Sherrod
Executive Escalations
Phone: ***********************
Case: 29542798
Customer Answer
Date: 07/29/2022
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:07/18/2022
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 May 26,2022 I ordered a RYOBI 40V 18 in. 2-in-1 Cordless Battery Walk Behind Push Lawn Mower with 4.0 Ah Battery and Charger for $215.00; order number: W888533089 It was delivered damaged on May 28, 2022.I notified Home Depot customer ********************** the following day telling them of the damage to two parts. I asked for them to replace the parts and I could replace them, saving shipping back to Home Depot. They agreed to send the parts. I waited almost two weeks and received nothing.I purchased this mower using PayPal and asked for a refund. PayPal informed me that they would contact Home Depot. I was advised I would have to return the mower to receive the refund. Home Depot didnt offer to pay the shipping back to them as is customary for many merchants, e.g., Amazon.I eventually received the refund after paying $98.86 shipping.Business Response
Date: 07/20/2022
July 20, 2022
Sent Via Email
Attn: Mr. *********************************** 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 **************** may have experienced regarding his online purchase under order #W888533089. Customer is requesting a refund.Additionally, we forwarded our customers concerns to our Online Team Business Partner for assistance Upon review, The Home Depot Online Escalation team provided the following update: Attempted call to customer, left a voicemail and sent email. Customer returned the call and was advised he refund was processed for $215.42 back to the customer.
With that being said, ********************** has addressed our customers complaint and now considers this matter is a work in progress. If any additional assistance is needed,please advise the customer to contact to contact the online agent who reached out to them (Vanessa *********************************************** 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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P:********************
F:************
SF#********Customer Answer
Date: 07/22/2022
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.Home Depot was very generous in resolving my complaint.
Sincerely,
*************************Initial Complaint
Date:07/18/2022
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 April 25, 2022, I purchased a refrigerator online on HomeDepot.com. I was informed multiple times that the refrigerator that I orders was not going to be delivered and has reached the end of its manufacturing. The Home Depot Corporate office has been great to work with; however, I cannot obtain a refund in the amount of the purchase ($1,653.45). Although the Corporate Office provided me with two electronic gift cards ($500 and $100) to make up the difference for the purchase of a much more expensive refrigerator, I cannot purchase another refrigerator without the refund.I have been told by numerous employees that the refund was sent to PNC Bank, which I explained before the refund was issued is closed. I do not bank with PNC and the policy of the bank along with proof of closed account is attached below. Lastly, I spoke with the bank and verified that the funds would be rejected by PNC Bank. At the time of purchase, I had no idea that I would switch banks.Also, I phoned "*******" Store Manger and she never returned my call (I was told to call her and request a paper check in the mail, per *************** I went by the Fairview store today, but she was unwilling to come and speak with me. Please see note that was written by ******, Customer **********************, which she told me that she will give to *******.I am a disabled veteran (100%) with General Anxiety Disorder and Post-Traumatic Stress Disorder. This entire debacle has taken a toll on my mental and physical health. Resolution: I want my refund and an in-stock refrigerator of my choice.Business Response
Date: 07/27/2022
07/27/2022
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 her refrigerator.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team has issued a full refund (Settlement &Release agreement) for the cost of the refrigerator. The customer will receive a check within 21 business days.
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: 08/11/2022
Home Depot has not issued me my refund. Given that I initially requested an refund over 30 days ago, I want my refund. I am a disabled veteran on a fixed income. I need my refund. Home Depot has not resolved the issue.Business Response
Date: 08/12/2022
07/27/2022
Sent Via ***************************************** Brown
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
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 her refrigerator.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team has issued a full refund (Settlement & Release agreement) for the cost of the refrigerator. The customer will receive a check within 21 business days.
FYI: The customer has verified that the check was received
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: 29553211Customer Answer
Date: 08/16/2022
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:07/18/2022
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 GE *************** range with double oven on 7/17/2018. At that time we purchased a five year protection plan warranty. Almost immediately during the first year we suspected something was wrong with the oven as it did not bake things as expected following a recipe. The oven seemed to lose heat, did not stay at temperature. I began using an oven thermometer to show the discrepancy. I contacted GE directly and was told to try adjusting the temperature manually using the settings this did not work. GE then advised that since I had home depot protection policy I needed to contact them. We did this beginning 1/4/21. The reason for the delay in contacting them is that in early 2019 we experienced the traumatic death of our older son. I did not have time to deal with the oven issues during that whole first year. Covid hit and you couldn't get anyone to do anything, understandably. So beginning January 2021 we had our first experience with Family First appliance (who I will be filing against as well). They were no shows 3 times in 2021 and never stuck around long enough to understand the problem. They suggested replacing the control panel which I wanted to GE to do. GE tech came 3/19/21 and only assessed problem. Nothing happened between 3/19/21 and 5/22/21 after multiple attempts to schedule. Finally on 6/5/21 a GE tech to replace control panel broke 2 screws on back burner so could not remove top to replace control panel (****) from GE came and replaced the control panel on 7/22/21 came back 7/27/21 to fix back burner screws. Continued to have additional concerns so repeated calls on 6/6/22 and 6/21/22 GE tech again (****) came only did diagnostic stated oven worked to specifications so he would not sign that the oven was not fixable. Home Depot Protection Plan number is **************. Projection Plan people are not helpful. I want the No Lemon Policy Home Depot eGift Card to replace stove. Pictures won't help but I do have a 12 min. videoBusiness Response
Date: 07/20/2022
07/20/2022
Sent Via Email
Attn: Ms. ****** Brown
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 the warranty on her range.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team has worked with the warranty company, and they have agreed to buyout the unit. The warranty company will be working with the customer until the buyout process is complete.
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:07/18/2022
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 placed an online order WP40183388. Today delivery shows up on time with parts not given to installers and a damaged dishwasher that won't be able to be replaced until next Monday? Customer ********************** says unable to get a replacement from another store and has to go through the manufacturer. I asked for them to get one from another store and they said the cannot. We had a similar issue last year with a refrigerator so this seems to be an issue for Home Depot and major appliances.Business Response
Date: 07/20/2022
July 20, 2022
Sent Via Email
Attn: Mr. *********************************** 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 **************** may have experienced regarding his appliance purchase. Customer is requesting a billing adjustment.Additionally, we forwarded our customers concerns to our Online Team Business Partner for assistance Upon review, The Home Depot Online Escalation team provided the following update: Attempted call to customer, no answer, left message. Sent email advising we have no way to get the unit delivered any sooner and compensation can be discussed after delivery.
With that being said, The Home Depot has addressed our customers complaint and now considers this matter is a work in progress. If any additional assistance is needed,please advise the customer to contact to contact the online agent who reached out to them (Cambria @*************************).
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P:********************
F:************
SF#********Customer Answer
Date: 07/21/2022
Just so the BBB understands what I'm dealing with here. Home Depot said they tried to call me and leave a message. My cell rang one time at 2pm on 7/19/22. I saw Home Depot on caller ID so I picked up but they had already hung up. So yes they could not leave a message if they did not wait for voicemail to pick up. They did not wait for me to answer. I have attached the email from 7/19/22 with a 1:58pm time stamp from the same contact that is saying they could not reach me?Business Response
Date: 07/26/2022
July 26, 2022
Sent Via Email
************************************* Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** 30303
RE: ***********************/BBB Case #********
Dear **************:
We acknowledge the receipt of the BBB Case #********. On behalf of The Home Depot, I apologize for any inconvenience **************** may have experienced regarding his appliance purchase. Customer is requesting a billing adjustment.Additionally, we forwarded our customers concerns to our Online Team Business Partner for assistance Upon review, The Home Depot Online Escalation team provided the following update:Attempted call to customer, no answer, left message. Sent email advising we have no way to get the unit delivered any sooner and compensation can be discussed after delivery.
With that being said, The Home Depot has addressed our customers complaint and now considers this matter is a work in progress. If any additional assistance is needed, please advise the customer to contact to contact the online agent who reached out to them (Cambria @*************************).
Update: Please contact Cambria @************************* for further assistance.
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.
*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#********Initial Complaint
Date:07/18/2022
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, *********************************************************** *************. March 13, 2013 we had windows installed at our house. The windows have a lifetime warranty as long as we own the home. The seal on a window in our living area has broken and a second window in the same area has locks that are broken. My first call to their office was on May 9, 2022. ******************* is the person who handles the installations. I e-mailed her pictures on May 12 and then followed up the next day to confirm she had rec'd it. She said she had. She said she'd get back with me that same afternoon, but didn't. I have made numerous calls to *** and left message without getting a call back. I also spoke with the Warranty Resolution people for Home Depot and while they were very helpful, my calls still didn't get anyone's attention. Called on 5/16, 5/18, 6/2, 6/6, 6/9. Some were to the Warranty people and others to *******************. I finally called the Warranty people back and asked for ***** Supervisor name. I told them I was going to file a BBB complaint if I didn't hear from someone soon. I got a call the next day from *** stating that she had arranged to have a guy come out and look at the windows. He arrived on June 14, 2022 and said it may take awhile to get the window, I called him on July 14 because I hadn't heard from him and have not rec'd a call back. The entire project was $5,372. All they need to do is replace one window and fix the locks on the second window. Seems simple to me. They just ignore in the hopes that we'll go away. I have been very patient with them and given every opportunity to make this right, but they just ignore the issue. I have a Word document that I've drafted with all the details and will attempt to attach it to this document when I send the e-mail. Don't know if that will work though.Business Response
Date: 08/22/2022
August 22, 2022
Sent Via Email
Attn: Ms. *********************************** 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 valued customer may have experienced with our **********************, regarding their window installation.
The Home Depot has reviewed this case. Additionally,we forwarded our customers concerns to our Home Depot Exteriors Business Partner for assistance Upon review; the customer was initially contacted regarding this complaint. The District Installation Manager (DIM), set up the inspection and was present. DIM also provided customer with their cell phone number. Customer was updated on re-order and given an ETA of 08/30. Once the product is received, installation will be scheduled.
With that being said, The Home Depot has addressed our customers complaint and now considers this matter a work in progress.
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 if you have any questions.
Sincerely,
*********************
Resolution Expediter Executive Escalations
Customer Care
Phone#************************
Case # ********Initial Complaint
Date:07/18/2022
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 bought a dryer a year ago from online store it was sent to my house with the wrong prongs I had the local store come and install the new ones couple days later my dryer caught fire . almost burung my house down I spend over a year with out a dryer and called ********************************************************************************************************* the runaround as well then I called the local store again they told me to they said call warranty I called them they said call online then I slend every day trying to find out what going on and no one know I went in text serive they said to call it's becomng frustrating I want my full refund back nowBusiness Response
Date: 08/12/2022
August 12,2022
Attn: ***********************
Trade Practice Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: ***************************/BBB Case No. 17583973
Dear *************,
We acknowledge the receipt of the BBB CASE 17583973
On behalf of The Home Depot, we sincerely apologize for our valued customers experience with their appliance purchase with our company. To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive team. After further review and investigation by the online team, it was determined that the dryer was not installed by Home Depots delivery team but was installed through a Pro referral. The customer was advised by the online executive team that they would need to file a claim through pro-referral who has their own claims process. The customer was provided Pro-referral contact information.
With that being said, The Home Depot has addressed the customers concerns and considers this matter closed.
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.
***************************
Executive Escalation Support
The Home Depot
Office:************
SF 29535084/Online ********Initial Complaint
Date:07/18/2022
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 4/24/22 we were given assistance with a Home Depot employee on purchasing a 2nd pressure washer to be used for business to be used for washing/detailing vehicles. The pressure washer the Hone Depot employee helped and advised us to use was a ********** pressure washer **** PSI, with a 2.5 GPM. We later found out that this pressure washer advised ok to use for washing/detailing is dangerously to strong of PSI and GPM to wash vehicles. It would break the paint causing chipping and make the paint on the vehicle brittle. Home Depot will not provide a return refund back to our Home Depot Account used for this transaction claiming it is passed a 30 day regardless that it was told by there Home Depot employee ok to be used. They suggested maybe a gift card only. I cant afford to pay on that DeWalt they advised would be suitable for washing/detailing vehicles put on our credit card and have to use a possible gift card to try and find one suitable in the store. I would like them to credit the purchase as it was applied. Our account number used for this transaction is #******************* the total applied to our account for the DeWalt (DXPW3625) pressure washer is $714.03 on 04/24/22. Account is under my husbands name *************************** and ***********************.Business Response
Date: 08/15/2022
August 15, 2022
Sent Via Email ********************************* Customer Experience Specialist ********************** Serving Metro Atlanta, ****** & Northeast ******* **********************************************************************************************
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 regarding her purchase with our company.The Home Depot has reviewed this case and offers the following resolution.
The Home Depot partnered with the Store Team, who advised the customer was refunded accordingly, as a one-time customer ********************** gesture due to the product being outside the 30-day return timeframe.
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 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 - ************* Resolution Expeditor- Executive Escalations
P: *********************** F: ************ Case #: 29535120
Initial Complaint
Date:07/18/2022
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 Toro lawnmower from Home Depot online . Had to return it because it was damaged when they delivered it. I returned it to the store, they refunded it back to the card I purchased it with. I told the associate that the account was closed due to identity theft. She said all she could do was return the money to that card and that I needed to go to my bank for them to get the funds to me. So I did but the bank said that they had returned the refund back they also gave me a copy of the transaction. I have been dealing with this almost a month. Today was the final straw the associate on the phone said there was no way for me to get my money back despite me having my receipts and pictures and they have the mower because I returned it . Im so not understanding I have nothing. And no one will help me this is an amount of ******. I didnt know what else to do I hope someone can help . I have my receipts just dont know how to upload or pdf sorry I really just want my money back and I cant believe they said they cant do anything.Business Response
Date: 07/27/2022
Home Depot ******, Inc.
Customer Care
2455 ****************
*******, ******* 30339
More saving. More doing.SM
July 27, 2022
Ms. ***********************
Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta, ****** & NE *******
****************************** 19th
*******, ** 30303
RE: ***************************** / Better Business Bureau Consumer Complaint #********
Dear **************,
We acknowledge the receipt of your notice dated July 19th, 2022, regarding the customer Consumer Complaint #********.
On behalf of The Home Depot, I apologize for any inconvenience ******************** may have experienced regarding _ her online lawn mower refund with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. Our Executive Online Escalation team has sent a Settlement and Release to ******************** to allow us to reverse the refund of her canceled credit card to re-release as a corporate check. The Home Depot online cancelation and return refunds for security purposes are always credited back to the original form of payment. I apologize that this has created issues wit a car that was canceled due to fraudulent activity. Under the circumstances The Home Depot has performed due diligence in this matter and considers this case closed.
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 if you have any questions.
Sincerely,
******* Head
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: 29542317Customer 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,
*****************************Initial Complaint
Date:07/18/2022
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 07 02/2022, I purchased a appliance package deal with the Home Depot. The appliances were delivered on 07/16/2022.After 24 hours we realized that the refrigerator temperature was only 60 degrees, and the freezer temperature was 30 degrees. We set both settings on the panel to turbo settings to degrees the temperature. The freezers temperature went down to 10 degrees although the setting panel indicated that it was 2%.The refrigerator temperature did not decrease at all although the setting panel indicated that it was 39 degrees. The temperature of the refrigerator and freezer was obtained using a themometer manually. We also noted that the water from the dispenser was cool not cold and that we were unable to get ice from the dispenser.On 07/18/2022 I opened the refrigerator to retrieve mild and the lights in the refrigerator shut off before I even shut the second door. The power to the panel was also off and the compressor shut off. We bought groceries including milk and meat which is now perishing in the fridge. While trying to troubleshoot to see if we could turn on the power my husband noticed that the back panel behind the fridge was bend and that screws were missing. We believe that GE sent us a refurbished or used refrigerator for the 4th of July sale. The unit was a GE **** Cu Ft French door refrigerator .Business Response
Date: 07/26/2022
July 26, 2022
Sent Via Email
Attn: Mr. *********************************** 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 valued customer may have experienced with our **********************, under order number WB18700519.
Upon review, The Home Depot Online Escalation team spoke with ************ ******** regarding her concerns and apologized for the inconvenience caused. We called GE as the customer stated that both items (dishwasher and refrigerator) were scheduled for pickup. Customer declined GE replacement for the dishwasher. Advised customer GE will be picking up both appliances as scheduled on 07/22/2022. The appliance were picked up and refunded.
If any additional assistance is needed, please advise the customer to contact to contact the online agent who reached out to them (******** @***********************).With that being said, we have 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 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 - Customer Care
Resolution Expediter-Executive Escalations
P: ********************
F: ************
SF# ********
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