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:06/22/2022
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.
Paid $11,000 for custom cabinet reface project on 3/22/2022. Per our agreement I emptied out my entire kitchen the night before install 6/15/22. I waited for the installers to arrive but they never showed up and no one called to let me know anything. I called Home Depot to see what was going on and they told me that my cabinets were damaged in transit. I asked why no one contacted me and they had no answer. No one has contacted me since the 15th, I have sent numerous emails, calls, etc. and have gotten nowhere. I asked for a full refund and was told in my one and only response that the sales manager would call me to discuss. No one has called or as returned my calls or have returned a response to my emails. They have $11,000 of my money which they said had to be paid upfront. Now I have no cabinets, no $11,000! I want my money back ASAP!
Business Response
Date: 07/06/2022
July 6, 2022
Sent Via Email
Attn: ***********************
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 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 Escalation called and spoke with *************************************** regarding her cabinet refacing project. The customers cabinets have been reordered and there is an ETA of 6-8 weeks.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Koier @*************************).
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: 29248413Customer Answer
Date: 07/06/2022
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,
***********************Customer Answer
Date: 08/11/2022
We need to reopen this please as I am not getting any response from anyone for 7 weeks now. Not response from Koia either.Business Response
Date: 08/22/2022
August 22, 2022
Sent Via Email
Attn: ***********************
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 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 Escalation called and emailed *************************************** regarding her order H0273-215674 on August 22nd. The cabinets were shipped on August 19th and at this time we do not have a tracking number.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that said, 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:06/22/2022
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 3/26/2022 I purchased on line a cloth dryer, in the amount of $636.07. I paid with **** #: *******************. It was found out upon delivery that the machine was electric and I needed a gas machine. I told the delivery staff to take the machine back and cancel the order. The Order #: WD98502956 . The amount paid has not been credited back to my **** Card. I have been calling The Home Depot for months, I went to the store and no money has been reimbursed. Thank you.Business Response
Date: 06/30/2022
June 30, 2022
Sent Via Email
Attn: ***********************
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 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 Escalation has emailed and called Ms ******* Campbell regarding her order WD98502956 on June 30th. There was a full refund processed for the customer.
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: 29248382Initial Complaint
Date:06/22/2022
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.
The correct store location is The Home Depot in ************************. It did not show up in the list of store. I made a purchase at this store on April 28, 2022 in the amount of $136.86. I was approached by an associate that attempted to open a credit card for me, but told me it got declined. So I paid for my purchase in cash, which I'm now being billed from the Home depot credit department. I would like the cash machines reviewed as I no longer have me receipt. I never imagined I would need it for proof of purchase to dispute such a claim. I was told I would need this account number Acct#********. This is not a small amount and I do not appreciate being told I was not approved, just to find out later I was. Please help.Business Response
Date: 06/23/2022
June 23, 2022
Sent Via *********************************** 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 customermay have experienced regarding their credit account.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by Citibank, {Customers Name} will receive a response directly from them within 10 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,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number: 29248336Initial Complaint
Date:06/22/2022
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 $700.00 a/c unit on 6/13/22 with next day scheduled delivery. Site stated I would be contacted 24/48 hours. 2 days pass and no delivery. Store had 15 units. Suddenly updated to ship to home delivery by 6/21. Only 104 degrees this week. Did not arrive. Spoke with online services who had zero info beyond what I have. Rep contacted local store and was hung up on during call. Called back, after 40 minutes rep disconnected and a random department picked up, said hang on and I was disconnected. Called store today, was informed they were busy. I waited. Associate finally reviewed order number and had no info other than a ** order number was not a store but would be shipped to the store...that has available stock?!?. Associate stated they had limited stock but needed to check with someone.. As I waited, the phone was picked up, and hung up. Although no one has been rude verbally, and I personally have been very accommodating explaining this multiple times, there is no reason I should not have had this unit delivered by now. The lack of info, multiple obvious hang **** and being told there is stock availability has led to this filing. It's a 3 hour trip for me with my 3 year old and 1 year old. HomeDepot Online and Home Depot **********, ** store need to do better and make this right. Even the automated phone bot states "I'm sorry, there is something wrong on my end, let me transfer you". I agree!Business Response
Date: 06/25/2022
Attn: Ms. *********************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: ************************* / BBB Case # 17461166
Dear **************:
We acknowledge the receipt of the BBB Case # 17461166
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our ******************************.
The Home Depot has reviewed this case and apologized to Mr. ************************* regarding his experience. Upon review, The Home Depot Online Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.
Our Local Home Depot Management Team has contacted the customer scheduled and completed the customer's delivery on 6/23/2022. The customer advised that has his A/C unit and this issue is resolved. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 06/29/2022
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:06/22/2022
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 delivery destroyed my fence while making a delivery to my neighbor's house and I cannot get them to repair/replace my fence. The Home Depot store number is ****.Business Response
Date: 07/06/2022
July 6, 2022
Sent Via Email
Attn: ***********************
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 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 Escalation called and emailed ***************************** regarding his property damage. At the current time, the customer has not returned any calls or responded to emails.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Koier @*************************).
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: 29248386Initial Complaint
Date:06/22/2022
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 made a payment to The Home Depot, via my **** of America account on May 15th, 2022 for $35. I recently found a charge on the same account, for $35, but listed under the Merchant Name, was my name and cell phone number. I disputed this because I thought that it was fraud or someone trying to steal from my bank account. Yesterday, on June 21st, 2022, I see on my Experian credit report, that my FICO score dropped 36 points and that The Home Depot hit it for a 30 day late payment! I called them and found out that it WAS them! First of all, don't use MY NAME AND PHONE NUMBER FOR YOUR MERCHANT INFORMATION! Second, of all, DON'T HIT MY CREDIT REPORT FOR YOUR MISTAKE!!! I went in THIS MORNING and PAID IN CASH $130.00, at 7:03 AM EST, to the cashier, whose name is *******. I then called The Home Depot later on and they said that they did a dispute with me on the line, but when I checked this afternoon with Experian, there was NO DISPUTE! Experian put in the dispute, and as I was talking to Experian...it shows up on my TRANSUINION credit report! Luckily, that FICO score didn't drop...YET! I'm in the process of purchasing a home and close to closing and this will make me lose this home...because of their s**** up! I want this fixed IMMEDIATELY!!!Business Response
Date: 06/22/2022
06/22/2022
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 regarding her credit card account.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by Citibank, ******************************* will receive a response directly from them within 10 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: 06/23/2022
Complaint: 17460906
I am rejecting this response because:
I need their negative report taken off my credit report immediately! I cant wait 10 days! Im going to lose this home due to Home Depot!
Sincerely,
*******************************Business Response
Date: 06/23/2022
06/22/2022
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 regarding her credit card account.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by Citibank, ******************************* will receive a response directly from them within 10 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: ********Initial Complaint
Date:06/22/2022
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 REFRIGERATOR ON 6/15/22 AT HOME DEPOT THE SALESMAN TOLD ME THE MODEL I BOUGHT CAN HAVE AN ICE MAKER INSTALLED HE ORDER THE *** FOR THE MODEL A PURCHASED AND WHEN IT WAS DELIVEVED TODAY THE INSTALLER SAID THE ICE MAKER IS THE ***** ONE!! HE CALLED THE STORE AND TELLS ME THIS MODEL DOES NOT HAVE AN ICE MAKER !!! IN IF I WANT THE CAN HAVE ELECTRICATION CHANGE THE PLUG ON THE ON I HAVE BUT I WOULD HAVE TO PAY !! THE PERSON WHO SOLD IT TO ME DID NOT KNOW WHAT HE WAS DOING I SHOULD HAVE WALKED OUT AND WENT SOME WHERE ELSE .. I WANT THE CORRECT ICE MAKER INSTALLED NOW !! I DO NOT HAVE ICE TRAYS OR AN ICE BUCKET !!Business Response
Date: 06/24/2022
06/24/2022
Sent Via Email
Attn: ***********************
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 our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has reached out to the customer directly to advised a new install date has been scheduled for 06/29/2022 to correct the issue wit the Ice Maker. Customer was promised a 10% ********************** once ****************** is completed.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: 29255661Initial Complaint
Date:06/22/2022
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 16th, a Home Depot Tractor Trailer turned around in front of my house & ran over landscaping, driveway marker and a sprinkler line, as well as creating black tire marks on my driveway. I was made aware of this by my security camera alerting me. I was returning home from work - and by chance, happened to see the truck that I saw on my security camera about to leave our community and was able to safely wave the driver down. When I asked if he had just turned around and ran over anything, he advised it wasn't him, and there was another truck like his on our road that must have done it. He said he was from the Poinciana Home Depot and the truck had a big Home Depot logo on the door, just like on my camera.I looked up the number and called the store, and spoke to manager ******, to advise them of what occurred and that I needed my property repaired. Nothing happened for a few days and I called back and spoke to manager ******* and was referred to ***** trucking. ***** trucking finally got back to me after multiple attempts and said I would have to seek out contractors for estimates and they initially seemed to deny anything happened since I wasn't a 'customer' with a delivery. It's like they didn't understand what happened. After a period of time, ***** wouldn't respond to phone calls or emails. Home depot was called again and they 'filed a claim with Sedgwick' and would get back to me (this was June 6th). Another message (difficult to understand) was received from Sedgwick on June 13th & I spoke with someone with Sedgwick soon after & stated that there wasn't anything they could do but refer to third party which is ***** trucking. After informing Sedgwick that I was not getting any result with *****, I was told there is nothing they can do. I have since spent a couple hours sanding the tire marks of my driveway but the other damage still exists. Home Depot's truck damaged property and the driver lied about it. Video also available. It is 6/22 and still no fix.Business Response
Date: 06/25/2022
06/25/2022
Sent Via Email
Attn: ***********************
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 our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot will be issuing the customer a gift car in the amount of $500 for the inconvenience he has experienced. The local Store Manager will be delivering the material to correct the customers property as well.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: 29241652Customer Answer
Date: 06/28/2022
Good afternoon,
The Home Depot manager has reached out via phone and when asked to respond by email, he did later that day.
he confirmed what the Home Depot official response was (supplies and a $500 gift card to cover labor and other troubles) and was supposed to reach back out to me yesterday or Wednesday for delivery.I did hear yesterday and am looking forward to resolving this tomorrow. If I do not hear anything by the afternoon tomorrow, I will email the manager to check on things.
Thank you for your assistance.Business Response
Date: 07/07/2022
July 7, 2022
Sent Via Email
Attn: ***********************
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 our customer may have experienced while shopping with our company.
As previously stated, The Home Depot has carefully reviewed and The Home Depot will be issuing the customer a gift car in the amount of $500 for the inconvenience he has experienced. The local Store Manager will be delivering the material to correct the customers property as well.
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: ***********************
Reference Number: 29241652Customer Answer
Date: 07/07/2022
The Home Depot delivered some mulch and topsoil late Friday after noon July 1st (after saying they would be here a couple different days then did not show up), and the manager said he had to wait on SOD to come in.. The sod has not been delivered yet, nor had the sprinkler parts he said he would send. I waited two different days at home because I had emails saying it would be delivered those days, and nothing showed up till late afternoon Friday July 1st. So I lost out on at least one day of overtime that I could have worked.
I also have not received the $500 gift card as the manager ***** said "it had to be requested, shipped to the store, then sent to me" and he said it "would take a little time". I will send yet another email to the store manager since I have yet to hear any update this week.
Thank you
Initial Complaint
Date:06/22/2022
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.
We purchased a shower base in September and right after the purchase we had to travel overseas due to a family emergency and when we came back in June, we tried to return the shower base without receipt since we lost the receipt but was denied the return. All we asked for is a store credit but the racist manager Nate didn't want to see us. The associate kept giving us customer ********************** number to call and the customer ********************** agent kept sending us back to the store. The customer ********************** agent even told the store associate that the manager can override this but the manager is a racist. I would like to resolve this issue without escalating it further.Business Response
Date: 06/24/2022
The Home Depot ************************************************** 30339
June 24, 2022
Attn: ***********************,
Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta, ****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
RE: *********************** / BBB Consumer Complaint #********
Dear Mr. Brown
We acknowledge the receipt of the BBB Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding his recent return experience.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has apologized that the Store Manger did not return hos calls and that a member of management would not meet with him regarding hos plea to override the 90 day return policy.
I have alerted the appropriate senior internal partners as to the poor customer ********************** I have explained the changes of the returns policy and I have sent the customer an E-Gift card for $300 to accommodate the cost of the base and compensate for the five trips to the store the family made attempting to meet with store management.
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#: 29256008Initial Complaint
Date:06/22/2022
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 am writing regarding a significant issue with a remodeling project I have entered into with Home Depot. I contacted and began working with a Home Depot designer in January among my initial conversations were that this property was a rental income property and I needed the project completed promptly. It is now June 22nd and while the builder has a building permit the work apparently can't even get started as the order have not been delivered. In speaking directly with the Home Depot in ******************** I am told that some of the materials aren't in stock, this is problematic as when I was working with the designer I specifically asked that the project use in stock materials. I believe these conversations are recorded and there should be a record of this specific request. This project cost me nearly $40,000 and over six months into the project no work has been done, materials have not been delivered, and no solutions have been suggested by Home Depot. I was told I would be called weekly with updates, but that has not happened and the store representatives and district representatives do not answer my emails or calls. I do not know if the designer ********************************* is at fault or the **************, ** store is at fault. This property should be earning about $2,000 a month in income, but rather I am continuing to put money out in expenses while this project sits in limbo.I have requested that the project be altered so the contract (A2Z Construction) can complete work and I be refunded for the materials they charged me for, but did not deliver as well as the labor that has not and can't happen. I have received no correspondence from Home Depot regarding my request. I also requested a few months back that the work be adjusted to materials that were available, but received no response to that request either.Business Response
Date: 07/01/2022
07/01/2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *********************/ BBB Complaint#********:
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has contacted the manufacture to request to expedite the product, once the product is delivered, the Service Provider will install the product.
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: ***********************
Reference Number: 29241686Customer Answer
Date: 07/01/2022
I still have not received any cabinets nor has work begun on the project. Additionally, the company has been less than responsive to my communications. I can send you the email chain with their lack of response being apparent.Business Response
Date: 07/12/2022
07/12/2022
Sent Via Email
Attn: ***********************
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 our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. ************** advised the install office on 07/08 that the cabinets arrived and approved the installers to start work on Monday 7/11/22, customer is satisfied at this time.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Reference Number: 29241686
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